TUT01 – Analytical Methods for Combining Text and Numerical Data
October 2, 2011 • 8:00 a.m. – 5:00 p.m.
Price: $195 – Member
$230 – Non-member
$177.50 group 3+
Presenter: Jim Duarte
Description: Much of service data is in text format. Moving to the future, text analytics will help to complete the analysis cycle of combining numerical data with text. Complaints, medical records, warranty information, cyber text, performance evaluation comments, etc., are difficult to analyze. This tutorial will show examples of analysis as well as some statistical theory behind methods for combining text and numerical data for predictive modeling, forecasting, and optimization. Predictive modeling methods such as decision trees, logistic regression, and neural networks will be explored and compared. A complete project showing human capital analytics from beginning to end will be presented to examine how the workforce of the future will be organized. Forecasting of workforce supply and demand will be examined along with predictive modeling to find the true drivers, and these drivers will be used to see how the workforce can be optimized. Additional topics for text analysis will show participants advanced text analytic methods for text disambiguation. For example, methods for discriminating between Paris Hilton the person and Paris Hilton the hotel within a document will be examined.
TUT02 – Building an Impactful Voice of the Customer Process
October 2, 2011 • 1:30 p.m. – 4:30 p.m.
Price: $130 Member
$175 Non-member
$117 group 3+
Presenter: John Goodman
Description: The reason most companies fail to have an effective VOC is that they mistakenly define their VOC as being primarily their surveys when the surveys, in actuality, are like looking in the rear view mirror. Two other key components should be the data collected by service and warranty and internal operational data that often tells you what the company is about to do to the customer (think failed transactions and late payment fees).
When defined in this broader fashion, no one department owns the VOC. There is a huge opportunity for the quality or service function to create a VOC process that produces more actionable, timely, and compelling recommendations. The challenge is creating a VOC that produces a unified picture of the customer experience and creates the economic imperative for action. Such an analysis will dramatically enhance the ability of the CEO and CMO to manage the customer experience and effectively allocate service, quality, and marketing resources.
This tutorial will allow you to:
TUT03 – Building Relationships: Investing in Future Service Quality
October 5, 2011 • 8:00 a.m. – 5:00 p.m.
Price: $325 Member
$375 Non-member
$292.50 group 3+
Presenters: Judy Pauley and Joe Pauley
Description: To weather the economic storm, companies must keep their current customers while adding new ones. To successfully do this, employees must be able to establish good relationships with them. To succeed, they must provide quality service and be able to communicate clearly and help clients get their needs met positively. A customer relations company in California received many complaints about the “lousy service” they provided and lost many clients. They trained their service representatives in the research-based concepts of process communication and implemented PDSA in dealing with clients. They implemented strategies, studied the results, and revised them as necessary. Client satisfaction soared. They stopped complaining about the “lousy service.” Client turnover was greatly reduced. Word of mouth advertising by satisfied clients resulted in new clients signing up at less cost. Profitability increased and the board was able to sell the company at a significant premium a few years later. Hospitals improved patient safety and satisfaction and staff morale and satisfaction using these same concepts and PDSA. Corporations and government agencies have improved staff efficiency and productivity. Examples will be included in this presentation.
Participants will learn the concepts of Taibi Kahler’s Process Communication Model® and how to apply them with their clients in building a positive relationship with each individual while providing quality service, thereby winning the competitive edge.
TUT04 – 21st Century Leadership
October 5, 2011 • 8:00 a.m. – 5:00 p.m.
Price: $150 Member/Non-member
$135 group 3+
Presenter: Deb Hopen
Description: The tenets of leadership have changed dramatically as the reach of organizations has expanded worldwide, technology has become an increasingly important factor, and the composition and perspectives of the workforce have expanded. This tutorial will cover a variety of essential approaches that 21st century leaders need to adopt to succeed, including the multiple roles of modern leaders, harnessing the complexity of global organizations and a multi-generational workforce, and thriving in an increasingly socially responsible world. The focus will be on building relationships, fostering collaboration, and nurturing mutual respect.
TUT05 – Lean for Service
October 5, 2011 • 8:00 a.m. – 5:00 p.m. and October 6, 2011 • 8:00 a.m. – Noon
Price: $245 Member
$295 Non-member
$220.50 group 3+
Presenter: Liz Keim
Description: Want to reduce waste and streamline operations? This tutorial provides you with tools to survive the demand for higher quality, faster production time, and lower prices. You’ll understand how to apply lean to the special challenges of the service industry.
Lean thinking is a philosophy and a powerful set of tools designed to eliminate waste from processes. It focuses on what adds value in processes from a customer's perspective. While lean’s roots are in manufacturing, this tutorial covers how to apply it to services and administrative functions. Lean thinking provides fast and dramatic results. If you are looking for a foundation for TQM or an approach that builds on TQM and past improvement techniques, lean thinking can introduce fresh and innovative ways to improve processes.
