Steve Blaz’s expertise spans over 25 years in the areas of worldwide service and support, strategic partnering, and business operations. Throughout his career a key focus has been driving customer satisfaction improvements, operational excellence, and building high-performance teams.
Mr. Blaz spent 4 years as Vice President of Global Service Operations for Juniper Networks, successfully driving the restructuring and turnaround of its Service Operations. He dramatically improved customer satisfaction and on-time delivery to all-time highs, establishing operational excellence and reducing OpEx by over 40%.
Prior to Juniper, Mr. Blaz enjoyed 13 years with Cisco Systems, leading it’s Global Product Services and Global Onsite Services. While there, he oversaw the expansion of Cisco’s Onsite Services from $4 million to in excess of $1 billion.
Currently, with Steve Blaz & Associates, Mr. Blaz helps companies and service operations executives achieve world-class results. He speaks and consults on the topics of Globalization, Excellence, Business Process Re-Engineering, Ease of Doing Business, and Turnaround Strategy. Mr. Blaz is highly respected in the industry and serves on the advisory boards for Aberdeen Research and Worldwide Business Research.
In today’s economy, operational excellence is a must for to not only succeed, but in many cases, just to be viable. Customers are driving globalization. Emerging markets are becoming the norm. Information is expected at a moment’s notice and systems must be available upon demand. Failures happen and spare parts suddenly become mission critical. The most efficient way to scale a business to meet this demand is by developing strategic partnerships with best in class companies that specialize in this infrastructure and that can extend your operations. Companies who capitalize upon this approach position themselves to be more efficient, easier to do business with, and most importantly, become very responsive to their customers’ needs. These will be in a superior position compared to their competitors.” – Steve