Tuesday, October 2 Program
(Subject to Change)
Tuesday, October 2, 2007
8:00 am – 9:00 am: Breakfast with Sponsors and Exhibitors
9:00 am – 9:15 am: Conference Remarks
9:15 am – 10:15 am: Keynote Address — John Tschohl, Service Quality Institute
10:15 am – 11:00 am: Networking Break with Sponsors and Exhibitors
11:00 am – 12:00 Noon: Sessions
- Session D1: Stakeholder-Driven CSM: Making the Service Profit Chain Work
Jeff Israel - Session D2: Using Dashboards to Measure and Drive Improvement
Larry Lambert - Session D3: Appreciative Inquiry and the Professional Service Firm
Cliff Moser - Session D4: Measurably Affecting Front Line Service Quality by Creating Flexible Solution Spaces
John Goodman
12:00 Noon – 1:30 pm: Lunch/Networking
1:30 pm – 2:30 pm: General Session — Jim Jubelirer, Burke, Inc.
2:30 pm – 3:00 pm: Refreshment Break
3:00 pm – 4:00 pm: Sessions
- Session E1: Service Quality Body of Knowledge Round Table
Jen Piccotti and Michael McDermott - Session E2: Grassroots Approach to Quality and Improvement Achieves Measurable Results
Lori Dellinger - Session E3: Improving Customer Service Using Reverse Management Techniques
Joseph Sorrentino - Session E4: Using External Employees to Perform Your Process Audits
Elizabeth Burns
