 
Sunday, September 148:00 a.m. – 4:30 p.m. TUT02 — Using VOC to Identify and Prioritize Strategic and Operational Initiatives TUT03 — Strategy Deployment Methods for Optimizing Lean Six Sigma TUT04 — Measuring Process and Organizational Performance |
8:00 a.m. – 9:00 a.m.
Breakfast with Sponsors and Exhibitors
9:00 a.m. – 10:15 a.m.
Keynote Session — Lori Silverman, Owner — Partners for Progress
10:15 a.m. – 11:00 a.m.
Networking Break with Sponsors and Exhibitors
11:00 a.m. – Noon
A1 — Designed Experiments: A Method to Dramatically Improve Performance in Service Quality Processes
Presenters: Lou Johnson, Minitab Inc. and Gordon Bell, LucidView
A2 — QMS Internal Process Auditing
Presenter: Jay Stahan, Q-Med Corporation
A3 — Improving Knowledge Work: Lessons Learned
Presenter: Robert Damelio, The Bottom Line Group
A4 — Freedom! Balancing Process Control With Flexibility and Innovation
Presenter: John Iverson, Vangent, Inc.
12:15 p.m. – 1:30 p.m.
Lunch/Networking
1:30 p.m. – 2:30 p.m.
B1 — An Agile Approach to Service Process Development
Presenters: Gerald Hadfield and Ann Rohde
B2 — Legacy vs. Lean: Replacing Legacy Thinking With Lean Thinking
Presenters: Claudeen Barber and Kelley Molavi, Riverbend Government Benefits Administrator
B3 — Using Satisfaction Survey Data to Improve the Customer Experience and Move the Needle
Presenters: Jeff Maszul and Steve Smith, Customer Care Measurement & Consulting
B4 — Becoming Truly Easy to Do Business With
Presenter: John Goodman, TARP Worldwide
2:30 p.m. – 3:00 p.m.
Refreshment Break with Sponsors and Exhibitors
3:00 p.m. – 4:00 p.m.
C1 — Quality of Customer-Facing Processes and Customer Experience
Presenter: Ajit Utagikar, Photolar Consulting
C2 — Practical Continual Improvement That Drives Business Excellence in Administrative and Manufacturing Processes
Presenter: Leon P. Dodd Jr., Standard Aero
C4 — The Emerging Service Quality Body of Knowledge: Past, Present, and Future
Presenter: Lori Dellinger, Citizens Bank
8:00 a.m. – 9:00 am.
Breakfast with Sponsors and Exhibitors
9:00 a.m. – 10:15 a.m.
Keynote Session — Robert Stephens, Founder — The Geek Squad
10:15 a.m. – 11:00 a.m.
Networking Break with Sponsors and Exhibitors
11:00 a.m. – Noon
D1 — Silence Fails and the Five Crucial Conversations for Flawless Execution
Presenter: Emily Hoffman, VitalSmarts
D2 — Deployment for Optimizing Lean Six Sigma
Presenter: James Duarte, George Group
D3 — Service Quality Body of Knowledge Round Table
Presenters/Facilitators: Lori Dellinger, Michael McDermott, Jen Piccotti
D4 — How to Manage a Support Function–Successfully!
Presenter: Diane Schmalensee, Schmalensee Partners
12:15 p.m. – 1:30 p.m.
Lunch/Networking
1:30 p.m. – 2:30 p.m.
General Session — Michael Stanleigh
2:30 p.m. – 3:00 p.m.
Refreshment Break with Sponsors and Exhibitors
3:00 p.m. – 4:00 p.m.
E2 — Lean is Easy, Sustaining is Not: An ED Success Story
Presenters: Kellie Adams, Sheila Heising, and Don Houser, Adena Health System
E3 — Service Quality Body of Knowledge Round Table
Presenters/Facilitators: Lori Dellinger, Michael McDermott, Jen Piccotti
Post-Conference Courses
Innovation... From Vision to Reality
