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Watch a 30-minute conference talk from ISTA where Ivan Goychev, Deputy Mayor of Sofia for Digitalization and Innovation, draws from his extensive 20-year management experience across private and public sectors to explore operational quality management. Learn practical insights on service delivery excellence through comparative analysis of corporate and public administration approaches. Discover working processes, potential pitfalls, and improvement strategies, including research-backed counterintuitive recommendations. Drawing from his diverse background in financial, airline, construction, and cloud industries, including leadership roles at Amazon AWS and CoBuilder, Goychev shares valuable perspectives on achieving operational excellence across different organizational contexts. Gain actionable knowledge applicable to C-Level executives, managers, and individual contributors looking to enhance service quality and operational efficiency in both private and public sector environments.
