 
10:15 a.m. – 11:15 a.m. A1: Value Stream Maps from the Customer’s Viewpoint A2: Personas Capture Voice of the Customer Insight A6: Strategic Error Proofing |
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11:30 a.m. – 12:30 p.m. B1: Using Lean Six Sigma to Improve ED Operations B2: Service Excellence in Action: Applying Real World Examples |
3:30 p.m. – 4:30 p.m.
D1: Using the Voice of Multiple Customers (VOC) to Drive Quality and Being Easy to Do Business With
Presenter: John Goodman and John Adamo
D2: Six Sigma for Crisis Management: Excellence in Recovery
Presenter: Richard Share
9:15 a.m. – 10:15 a.m.
E1: ASQ Lean Certification Café Dialogue
Presenters: Kiami Rogers and Frank Murdock
E2: Using DMAIC to Streamline Emergency Room Admissions
Presenters: Noah Stromer and Rhonda Foster
11:00 a.m. – Noon
F2: Developing Prediction Models With Continuous and Categorical Factors
Presenter: Steve Bailey, DuPont
F6: Enhancing Lean Six Sigma With TRIZ-Based Innovation
Presenters: Larry Smith and Jiju Antony
1:30 p.m. – 2:30 p.m.
G2: Developing A Lean Healthcare Business Model Using Strategic A3 Thinking
Presenter: Javaid Cheema
2:45 p.m. – 3:45 p.m.
H1: DFSS and QbD (Quality by Design) — Companions for Improving Quality
Presenter: Timothy Blackburn
H2: Integrating LSS in Customer’s Value Paths
Presenters: Shivaprasad Basavanna and Alan Shaw
