8:00 a.m. – 9:00 a.m.

9:15 a.m. – 10:15 a.m.
Keynote Address
Dr. Jack Phillips – ROI Institute

11:00 a.m. – Noon
Concurrent Sessions

SEST01: Driving Customer Loyalty Through Employee Engagement
Ryan Magnon

SEST02: Tool or Torture: Apply Balanced Scorecard to Measure the Value of Human Resources
Joan Torne and Maria Elene de Guevara

SEST03: MassMutual: Enabling Winning Strategy with Lean Six Sigma
Bob Barnes

SEST04: The Five W's of Social Media
Jen Piccotti

Noon – 1:30 p.m.
Lunch/Networking

1:30 p.m. – 2:30 p.m.
Concurrent Sessions

SEST05: Priced to Sell: Reducing the Hidden Prices of Service
John Iverson

SEST06: Proactive Contracting + Service Design = Success! (Part 2)
Helena Haapio and Katri Rekola

SEST07: The Basics of ASQ Certification: ASQ Certification Exam Development and Review Process
Daniella Picciotti

SEST08: Resiliency: A Critical Tool for Weathering Storms
Polly Wessel

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

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

SEST10: Politics, Process, and Progress
Carla White

SEST11: The Help Desk Didn’t Help: So No More Help Desk!
Allen Giannakopoulos

SEST12: Focus Group: What Resources/Programs Should the Service Quality Division Provide to Help Members be Successful Within Their Service Quality Organizations?
Lori Dellinger