8:00 a.m. – 9:00 a.m.

9:15 a.m. – 10:15 a.m.
Opening Keynote
Catherine Wolfe – Toshiba Medical Systems

10:15 a.m. – 11:00 a.m.
Networking Break With Sponsors

11:00 a.m. – Noon
Concurrent Sessions

SESM01: Finding Lost Profits in Your Service Processes
Lois Pawlak and Walter Tighe

SESM02: Mining for Gold: A Strategic Approach to Selecting Innovative Quality Partners
Monica Johns

SESM03: Completely Reengineer Your Business Using a Simple Approach
Leia Patzernuk

SESM04: Managing Operational Excellence Projects
Jen Skrabak

Noon – 1:30 p.m.
Lunch/Networking
Service Quality Body of Knowledge Update by John Iverson

1:30 p.m. – 2:30 p.m.
General Session
Establish Relationships & Provide Quality Services in Hard Times
Judith and Joseph Pauley

2:30 p.m. – 3:00 p.m.
Refreshment Break With Sponsors and Exhibitors

3:00 p.m. – 4:00 p.m.
Concurrent Sessions

SESM05: Cutting Costs While Creating Remarkable Word of Mouth via Psychic Pizza
John Goodman

SESM06: Proactive Contracting + Service Design = Success! (Part 1)
Helena Haapio and Katri Rekola

SESM07: Betting on Customer Satisfaction
Louis Johnson

SESM08: Succeed in Unpredictability: Tools for Adaptive Change Management in Complex Times
Brenda Fake