14th Service Quality Conference

14th Annual Service Quality Conference

October 17-18, 2005
Atlanta, GA

Keynote Speakers

Keynote Session: Joseph A. DeFeo, President, Juran Institute

Leveraging Innovation in Service Quality—Creating a Breakthrough in Adaptability

DeFeo will discuss the need for service organizations to create a “breakthrough in adaptability.” Being adaptable enables an organization to better understand the future and make changes to the present to adapt to the ever-changing needs of our “nano-second” customers. A “nano-second” customer is one who has little patience for poor quality and has many options to have their needs met. They are not loyal to one company. DeFeo will present the means to create mechanisms within your organization so that you can begin the journey to becoming adaptable by integrating these exciting best practices into your strategic business plans.

DeFeo leads the world renowned Juran Institute, founded in 1979 by Dr. Joseph M. Juran. The Institute provides training and consulting services to enable organizations to attain quality leadership. The Juran Management Principles are the foundation for many of the world’s leading organizations. Visit to learn more.

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Keynote Session: Paige Lillard, Vice President Business Excellence, Turner Broadcasting System, Inc.

Energizing Employees to Deliver Service Excellence

Learn how support divisions within Turner Broadcasting System motivate and energize team members to focus on what’s most important to customers. The foundation of their process includes the development of metrics and a performance management system to support high performance and alignment with both corporate and division-specific strategies and goals.

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Keynote Session: Frans Johansson, Author

The Medici Effect: The Power of Intersections

Frans Johansson is an author, speaker, and entrepreneur. He spent the past three years talking to individuals and teams at the intersection of different disciplines and cultures. He combined the results from those interviews with decades of existing research in psychology, economics, and management of creativity and innovation. The result is The Medici Effect.

Prior to this he was co-founder and CEO of, a Boston-based enterprise software company, and a founder and vice president of business development for Dola Health Systems, a healthcare company based in Baltimore and Sweden. He earned his MBA at Harvard Business School and BS at Brown University.

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