ASQ Service Quality Conference: Creating the Ultimate Customer Experience

ASQ Service Quality Conference: Creating the Ultimate Customer Experience

For Immediate Release

Milwaukee, Wis., Aug. 17, 2012— In this challenging economy, companies face a perilous high-wire act in balancing shrinking sales and employee morale with increasing customer demands for high quality and value. Keeping the front line strong requires the right tools and support, and that’s the aim of the 21st Service Quality Conference sponsored by ASQ. The conference will be held Monday, Oct. 15 – Tuesday, Oct. 16, 2012, at the Hyatt Regency in Baltimore, Md.

This year’s theme is Turning the Tide With Service Quality. The conference provides how-tos, step-by-step advice, success stories, and implementation guidance on major organizational changes. Keynotes include:

  • Monday, Oct. 15, 9:15–10:15 a.m. – Joe DeFeo, CEO and president of the Juran Institute, one of the world’s leading authorities on transformational change systems and breakthrough management principles.
  • Monday, Oct. 15, 1–2 p.m. – Kerry Weems, vice president and general manager, Health Solutions, General Dynamics Information Technology, which provides solutions in fraud detection and prevention, quality and pay for performance, system and infrastructure modernization, integrated contact centers and data analytics to more than 4,500 health and health IT professionals.
  • Tuesday, Oct. 16, 9:15–10:15 a.m. – Jeremy C. Williams, vice president of process management, L-3 STRATIS, a leading provider of world-class cyber, intelligence and information technology (IT) solutions for government and commercial customers.
  • Tuesday, Oct. 16, 1-2 p.m. – Dave Mixon, director of quality assurance for McCormick & Company Inc. – U.S. Division. His focus is on establishing quality and food safety management systems for multiple production facilities and contract manufacturers. He is also responsible for the regulatory aspects of product labeling for consumer foods.

"In an increasingly competitive environment, quality customer service is the linchpin to increased loyalty and profitability," said Lori Dellinger, chair of ASQ’s Service Quality Division. "Service professionals attending this conference will take away the tools they need to transform the customer experience in their own organizations."

Participants can take part in half-day and day-long pre- and post-conference tutorials as well as 20 high-impact sessions in the following focus areas: increasing organizational focus on service quality, case studies in service quality improvement, making government service great and hot topics in service quality.

Session Highlights:

  • John Goodman, vice president, TARP, the world’s premier customer experience agency, will focus on increasing organizational focus on service quality.
  • Kathryn Zavaleta, senior health engineering consultant, Mayo Clinic, will outline how user-centered research brought new understandings of customer requirements and new possibilities for increasing the organization’s focus on service quality.
  • Lou Johnson, a technical training specialist, Minitab Inc., the world's leading provider of statistical software for quality will discuss the keys to applying graphical and regression analysis of historical data to making good business decisions in service industries.
  • Cody Dodd, research analyst at the Institute for Citizen-Centered Service, will discuss the role and importance of the public sector service value chain with a focus on key tools and techniques (strategy, governance, measurement, training and change management).

ASQ attendees will also have the opportunity to take up to four certification exams during the Service Quality Conference including certified manager of quality/organizational excellence, certified quality auditor, certified quality process analyst and certified software quality engineer.

About ASQ
ASQ is a global community of people dedicated to quality who share the ideas and tools that make our world work better. With millions of individual and organizational members of the community in 150 countries, ASQ has the reputation and reach to bring together the diverse quality champions who are transforming the world’s corporations, organizations, and communities to meet tomorrow’s critical challenges. ASQ is headquartered in Milwaukee, Wis., with national service centers in China, India and Mexico. Learn more about ASQ’s members, mission, technologies, and training at


Featured advertisers

ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.