Program - 23rd Annual Service Quality Conference - ASQ


Monday, September 22, 2014

7:00 am – 8:00 am
Breakfast with Sponsors and Exhibitors
8:00 am – 9:15 am
Welcome and Keynote Speaker Ryan Suydam
9:30 am – 10:30 am
Concurrent Sessions:

Session M01: Quality of Service Improves With Baldrige and Six Sigma
Presenters: Marcy Quill and Norman Jones
Session M02: In Search of Quixote
Presenter: Kurt Stuke
Session M03: Creating a Culture of Quality and Knowledge Sharing
Presenters: Kim Glover and Tamara Viles

10:30 am – 11:00 am
Networking Break with Sponsors and Exhibitors
11:00 am – 12:00 pm
Concurrent Sessions:

Session M04: Win-Win: Myth-busting the Service Level vs. Cost Dilemma
Presenter: Dodd Starbird
Session M05: The Role of Quality in Project Management: Financially Focused Quality
Presenter: Thomas Cappels
Session M06: The Formula of Service Excellence
Presenter: Masahiro Ito

12:00 pm – 1:15 pm
1:15 pm – 2:15 pm
Keynote Speaker – John Goodman, CCMC
2:15 pm – 2:45 pm
Networking Break with Sponsors and Exhibitors
2:45 pm – 3:45 pm
Concurrent Sessions:

Session M07: Building a Culture of Service Quality
Presenters: Eric Michrowski and Michelle Brown
Session M08: Using Metrics to Improve Individual Performance
Presenter: Matthew Morgan
Session M09: If You Don’t Know Who to Call, You’ve Got a Problem
Presenter: Daniel Markovitz

4:00 pm – 5:00 pm

M10: CX - the ROI
Presenter: Ryan Suydam, Joseph DeFeo, John Goodman, Bob Stocking

5:00 pm – 6:00 pm
Networking Reception


Tuesday, September 23, 2014

8:00 am – 9:00 am
Breakfast with Sponsors and Exhibitors
9:00 am – 9:15 am
Announcements and Awards
9:15 am – 10:15 am
Keynote Speaker Joseph DeFeo
10:15 am – 10:45 am
Networking Break with Sponsors and Exhibitors
10:45 am – 11:45 am
Concurrent Sessions:

Session T01: Quality-driven Relationships: How Seven Project Delivery Organizations Use
Relational Metrics to Create a Difference in Their Business

Presenter: Ryan Suydam
Session T02: Customer Service Employee Profile for Customer Delight!
Presenters: Benito Flores and Monica Martinez
Session T03: The Perfect Customer Service Experience
Presenters: Tony Kern and Kacy Schwartz

11:45 am – 1:00 pm
1:00 pm – 2:00 pm
Concurrent Sessions:

Session T04: Breaking New Ground in Service Quality Through the Human Advantage
Presenters: Eric Michrowski and Michelle Brown
Session T05: Linking Strategy to Projects to Results: How to Properly Identify and Select Projects
Presenter: Frank Pardavila
Session T06: Leveraging Standard Work and 5S in Service to Gain Market Share
Presenters: Marc Collings and Cedro Toro

2:15 pm – 3:15 pm
Concurrent Sessions:

Session T07: Made Your Service Goals? Congratulations, But You May Only Be Halfway There!
Presenter: James Zurn
Session T08: Creating and Monitoring Customer-Specific Quality Management Plans
Presenters: Joseph Knight-McKenna
Session T09: Implementing ISO 9001 as a Business Management System

Presenter: Linda Feres

3:30 pm – 4:30 pm
Keynote Speaker – Bob Stocking

Register Conference Program
2014 Online Proceedings
How to Make a Difference
With Service Quality
23rd Annual Service Quality Conference September 22 – 23, 2014  |  San Francisco, CA