14th Service Quality Conference

14th Annual Service Quality Conference

October 17-18, 2005
Atlanta, GA

Preconference Tutorials & Courses

Saturday, October 15, 2005

TUT01 The Six Sigma Side of SPC for Service
James Duarte, ASQ Certified Six Sigma Black Belt, CQE; Director, Quality and Reliability, Vermeer Mfg. Co.
ASQ Member Price: $425 List/Forum/Division Price: $495
Are you tired of being told that measuring widgets is the same as evaluating patient care, processing paperwork, or handling telephone calls? In this course, you will deal with the myth that “all data are alike” and remove the confusion of applying SPC to service activities. You will work through exercises from healthcare, financial institutions, and insurance companies. You will discover what to measure, identify the key performance indicators in your systems, and understand how critical it is to identify the cycle of your processes to ensure accurate results for critical decision making.
8:00 a.m. - 5:00 p.m.

Sunday, October 16, 2005

ASQ Public Course
The Case for Quality: Taking It to Management (05288C)

Brien Palmer, Managing Principal, InterLINK
ASQ Member Price: $575 List/Forum/Division Price: $705
This course focuses on forming strong relationships with upper management, learning how to communicate the expected financial returns resulting from a quality initiative, and how to sell the benefits of quality in a strategic, consultative manner. The overarching objective of this course is to enable attendees to effectively relate to top management and nontechnical decision-makers and to communicate effectively with them.
8:00 a.m. - 5:00 p.m.

TUT02 Creating an Integrated VOC (Voice of Customer) From Multiple Data Sources and Setting Rational Targets
John Goodman, President, TARP
ASQ Member Price: $245 List/Forum/Division Price: $295
Goodman will describe the challenges in effectively using the VOC for project selection; conflicting data sources; difficulty in quantifying revenue potential of improvement; etc. He will then describe customer behavior and expectations in a manner that will allow quantitative interpretation of the VOC in terms of revenue implications and a better understanding of creative solutions to quality problems like customer education. Participants will be asked to evaluate their own VOC process using eight factors that have led to effective VOC processes. Two case studies of how the VOC was constructed and used to demonstrate revenue impacts will be illustrated.
1:00 p.m. - 5:00 p.m.

TUT03 Enterprise Assurance: Creating a Proactive and Dynamic Quality Culture for Service Organizations
Thomas P. Huizenga, Executive Vice President, Juran Institute, Inc.
ASQ Member Price: $295 List/Forum/Division Price: $345
This tutorial will discuss how to create a proactive and dynamic quality culture by ensuring that:

  • Enterprise Assurance/Performance Excellence will become the responsibility of every employee in the organization and as such each employee must fulfill certain performance obligations to learn and participate in the system.
  • Quality will be a visible part of daily operations in each corporate function, business unit, and business location.
  • Each unit of the organization will join the system after successfully passing an Enterprise Assurance audit.
  • Six Sigma improvement will become part of the Enterprise Assurance which will enable ongoing integration into normal work activity and assure ongoing sustainability as part of an organization toolset.

8:00 a.m. - 5:00 p.m.

TUT04 Selecting and Managing Six Sigma Projects
James Duarte, ASQ Certified Six Sigma Black Belt, CQE; Director, Quality and Reliability, Vermeer Mfg. Co.
ASQ Member Price: $425 List/Forum/Division Price: $495
One of the more difficult tasks on the road to Six Sigma is knowing how to select the right projects. This tutorial will lead participants through a systematic evaluation process to determine their Critical Success Factors, their key processes, and how to prioritize their Six Sigma projects for maximum impact and return. Participants will work with assessment tools to perform a gap analysis to determine the gap between where a process is and where it should be. Participants will learn the key tools necessary for each type of project and how to deploy them.
8:00 a.m. - 5:00 p.m.

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Post-Conference Tutorials

Wednesday & Thursday, October 19-20, 2005

Measuring and Managing Customer Satisfaction and Loyalty (05279C)
Jim Jubelirer, Vice President, Burke, Inc.
ASQ Member Price: $1170 List/Forum/Division Price: $1300
This intensive course will provide detailed instructions on how to establish a customer satisfaction measurement program for your company. For those with existing measurement programs, the course will cover best practices from increasing retention of key customers, and creating a customer focus process throughout the company. You will discover the most current customer satisfaction measurement and management practices employed by some of the world’s leading companies, including many Malcolm Baldrige Award-winning organizations.
8:00 a.m. - 5:00 p.m. each day

Wednesday, October 19, 2005

TUT05 Six Thinking Hats: High-Performance Thinking
Lynda Curtin, President, The Opportunity Thinker
ASQ Member Price: $495 List/Forum/Division Price: $550
Traditional quality and creativity tools are no longer robust enough to get the job done. An important piece has been missing from the toolkit—innovation tools. Innovation, a business fundamental, requires high-performance thinking. Six Thinking Hats® is an internationally proven method that lays the foundation. You will experience why companies like Hewlett-Packard incorporate this powerful thinking tool in their Six Sigma kit. Learn how to separate out six different ingredients in thinking—focus, information, creativity, benefits, risk, and emotions—to generate practical action plans. This tutorial is highly interactive and hands-on, led by one of the most successful Master Trainers in North America.
8:00 a.m. - 5:00 p.m.

TUT06 Eight Dimensions of Excellence: Aligning Strategy, Service, Measures, and Customers
Rob Lawton, President, International Management Technologies, Inc. (IMT)
ASQ Member Price: $395 List/Forum/Division Price: $495
This jargon-free session provides participants with a powerful but elegantly simple framework and process that has consistently produced high results in the toughest settings. Examples illustrate what a well-aligned strategic plan, balanced scorecard, and customer-centered change initiative look like. As an executive or change leader, you will also identify (and see how to remedy) obstacles that may be interfering with your organization’s customer-centeredness.
8:00 a.m. - 5:00 p.m.

TUT07 How to Define Lean Processes and Procedures
Timothy Olson, President, Quality Improvement Consultants, Inc.
ASQ Member Price: $245 List/Forum/Division Price: $295
This half-day tutorial will describe how to define best-in-class (i.e., short and usable) processes that will actually be used in your organization. The tutorial is based on 20 years of best practices and industry success stories. This tutorial will also provide lessons learned and plenty of time for questions and answers.
8:00 a.m. - Noon

TUT08 Using a Process Measurement Framework to Successfully Achieve Measurable Results
Timothy Olson, President, Quality Improvement Consultants, Inc.
ASQ Member Price: $245 List/Forum/Division Price: $295
This half-day tutorial will describe a Process Measurement Framework that helps organizations achieve measurable results. The Framework helps instrument organizations, processes, and projects. Real success stories along with measurable results will be described. This Process Measurement Framework won best paper at the ASQ 13th International Conference on Software Quality.
1:00 p.m. - 5:00 p.m.

TUT09 Special Price TUT07 & TUT08
ASQ Member Price: $445 List/Forum/Division Price: $545
8:00 a.m. - 5:00 p.m.

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