Program - 24th Annual Service Quality Conference - ASQ

Program

Overview Schedule

Sunday, September 27, 2015

Preconference Workshop
1:00 p.m. ‒ 5:00 p.m.

WKSP1: Building an Actionable Voice of the Customer Process That Justifies CFO Investment 
Building an Actionable Voice of the Customer Process That Justifies CFO Investment in Quality Initiatives
Presenter: John Goodman

Member Price: $175
Nonmember Price: $225


Monday, September 28, 2015

7:00 am – 8:00 am
Breakfast with Sponsors and Exhibitors
Ryan Suydam

8:15 am – 9:15 am 
Keynote Speaker: Ryan Suydam
Client Insight: A Precious Economic Asset


9:30 am – 10:30 am
Concurrent Sessions:

Session M01: Customer Value: What’s Your Pitch?
Presenter:Tania Salarvand

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presenter Tania Salarvand


Session M02: Small Sample Size Generating Big Success
Presenter: Rod Toro
Session M03: Leveraging Technology to Create a Great Customer Experience
Presenters: John Goodman and Jim Albert

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

Session M04: Transactional Quality Checking: Process Control or Safety Net?
Presenter: Dodd Starbird
Session M05: Overview of Lean for Service
Presenter: Elizabeth Keim
Session M06: Affordable Quality for Customers in Developing Countries
Presenter: Li-Chung Huang

12:00 pm – 1:15 pm
Lunch
Ryan Suydam
1:15 pm – 2:15 pm
General Session: Masahiro Ito
How We Nail or Fail Service Excellence

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Session speaker Masahiro Ito.


2:15 pm – 2:45 pm
Networking Break with Sponsors and Exhibitors
2:45 pm – 3:45 pm
Concurrent Sessions:

Session M07: Overcoming the Geographic Divide: Advice and Tools to Transform Virtual Relationships Into a Powerful Asset
Presenters: Kim Glover and Tamara Viles
Session M08: Getting More From the Voice of the Customer
Presenter: D. Randall Brandt
Session M09: Answers Fast, the Evolution of Lincoln Financial Group’s Rapid Response Team
Presenter: Keith Wagoner

4:00 pm – 5:00 pm

Service Quality Café 
This facilitated networking session provides you the opportunity to collaborate in small groups—sharing leading practices, successes, challenges that are related to specific topics of interest.  You choose the conversation topic that is of most interest to you and if you want you can switch topics midway through the session.

5:00 pm – 6:00 pm
Networking Reception

 

Tuesday, September 29, 2015

8:00 am – 9:00 am
Breakfast with Sponsors and Exhibitors
9:00 am – 9:15 am
Announcements and Awards
Ryan Suydam

9:15 am – 10:15 am
General Session: Jennifer Stepniowski
Develop and Manage Your Personal Brand Using Quality Tools


10:15 am – 10:45 am
Networking Break with Sponsors and Exhibitors
10:45 am – 11:45 am
Concurrent Sessions:

Session T01: Listening = Learning: A New Approach to Voice of the Customer
Presenter:Kim Glover and Tamara Viles
Session T02: How Lean and Six Sigma Can Improve Healthcare Safety, Predictability, and Reduce Costs
Presenters: Eddie Pérez-Ruberté
Session T03: Famous for Service: Delivering on Our Values to Our Customers
Presenters: James Zurn

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

Session T04:  It’s All About the Data
Presenters: Cheryl Pammer and Meredith Griffith
Session T05: Improving the Quality Professional’s Personal Brand
Presenter: Robb Richardson
Session T06: Servant Quality: Service Beyond Measure
Presenters: Kurt Stuke  

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presenter Kurt Stuke


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

Session T07:  Effective Change Management Techniques for Customer Relations
Presenter:Holly Hickman
Session T08: Improvement of Emergency Department Operational Efficiency Through Streamlined CT Scanner Utilization
Presenters: Jim Wilkerson and Tamar Kutz

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presenter Jim Wilkerson and Tamar Kutz


Session T09: Customer Journey Maps Identify Quality Needs
Presenter: Ali Nigh

3:30 pm – 4:30 pm

Service Quality Roundtable
Get all your final questions answered at this unique brainstorming session with our panel of service quality experts.  The panel will discuss a broad range of issues submitted by you, our valued conference attendees. This is the perfect way to wrap up your conference experience!

24th Annual Service
Quality Conference
Showcasing Service Quality
Your Brand. Your Project. Your Success.
September 28 – 29, 2015  |  Orlando, FL