Episode 326

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Brian Gallipeau, Senior Vice President of Service for the Americas at Diebold Nixdorf, to explore how lean methodology is transforming service operations in a global organization. Brian shares practical insights on implementing lean principles through ride-alongs, Kaizen events, and video training, while discussing how to overcome resistance to change and empower frontline teams. Whether you're leading a service transformation or seeking to improve operational efficiency, this conversation offers valuable strategies for evolving from a product-centric to service-centric business model. Tune in to discover how cross-functional collaboration and frontline engagement can drive meaningful organizational change.

What You'll Learn:

• How to leverage lean methodology in service operations with greater impact than traditional manufacturing applications
• The power of involving frontline technicians in process development to ensure real-world effectiveness
• Why cross-functional ride-alongs create organizational alignment and drive service transformation
• How to use Kaizen events to solve problems in real-time with multi-disciplinary teams
• The strategic shift from Customer Delivery Manager to Customer Success Manager to drive outcome-focused relationships
• Why consistent communication and demonstrated follow-through are essential for overcoming change resistance
• How to leverage predictive analytics and IoT data to transform from break-fix to proactive service delivery
• The importance of measuring technician effectiveness at specific repair types versus general metrics

About the Guest(s)

Brian Gallipeau is the Senior Vice President of Service for the Americas at Diebold Nixdorf, where he oversees a team of 8,000 people delivering critical service solutions. With over 20 years of experience at Canon and previous roles at Xerox and Kodak, Brian brings an engineering mindset to service transformation. In this episode, he shares how lean methodology is revolutionizing service delivery at Diebold Nixdorf, offering practical insights on transitioning from a product-centric to service-oriented business model. His leadership in implementing innovative approaches like cross-functional Kaizen events, strategic ride-alongs, and data-driven customer success management demonstrates how traditional service organizations can embrace change and drive operational excellence. Brian's work in modernizing service delivery and fostering a culture of continuous improvement provides valuable lessons for service leaders looking to transform their organizations.

Follow Along:

• [00:00] Intro
• [00:47] Brian's Journey from Engineering to Service Leadership
• [02:25] Breaking Down Silos: DN's Culture of Collaboration
• [06:14] Why Lean Works Better in Service Than Manufacturing
• [07:34] Involving Frontline Teams in Lean Implementation
• [14:40] Building Trust Through Leadership Lunches
• [19:26] Cross-Functional Ride-Alongs Drive Understanding
• [23:04] Action-Oriented Kaizen Events Drive Real Change
• [25:43] Smart Video Training for Field Service Success
• [28:04] Using Scorecards to Drive Performance
• [36:13] Evolution to Customer Success Management
• [39:09] Leveraging Data for Predictive Service
• [41:22] Final Thoughts: Leading Service Transformation

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here: