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NEQC CONFERENCE THE 54TH NORTH EAST QUALITY CONFERENCE PROGRAM
 
58th Conference

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    54TH CONFERENCE "PEOPLE, PROCESS, AND PERFORMANCE"
    October 21 - 25, 2002
    Mystic, Connecticut

    7:30-8:30 Registration - Refreshments - Exhibit Hall
    8:30-9:15 Special Recognition Award Presentation to Dr. Juran &
    Key Note Speaker - Mr. Joe DeFeo, President of Juran Institute
    9:15-9:30 Break - Exhibit Hall
    Track Track 1: People Track 2: Process Track 3: Performance Track 4: Special Interest
    9:30-10:30 11A Carol Sager
    Managing Change - Power Tools for the Quality Professional
    12A Nancy Schultz
    Value Stream Mapping
    13A George Alsberry
    The Effect of Organizational Design on People, Processes, and Performance
    14A Bryce E. Carson, Sr.
    ISO 9001:2000 - A New Paradigm for Healthcare
    10:30-11:00 Break - Exhibit Hall
    11:00-12:00 11B Martin Stankard
    Process Improvement Teams That Get Results
    12B Karen Reed, Barbara Trimble
    Transforming Call Center Operations
    13B Charles J. Marsman
    From Customer Complaints to Customer Satisfaction
    14B Sherry L. Bright
    Taking AIM on Waste: Using Lean Workshops to Add Value
    12:00-1:30 Luncheon Speaker - Mr. Robert Peck, "How to Cope with Constant Change . . . and Still Stay Sane"
    1:30-2:30 11C Paige Lillard, R. Casey Goodman
    Making it Happen for the Customer
    12C Denise Robitaille
    Conducting Meaningful & Effective Corrective Actions
    13C Jay Patel, Panel Moderator
    Speakers:
    Prabhaker Jain
    Mike Malcos
    Ajoy Basu

    Six Sigma Deployment

    14C Joseph Azary
    ISO 13485 Quality Management System for Medical Device Manufacturers
    2:45-3:45 11D Bill Sandvig
    Survey for Action, Not Satisfaction
    12D Lesley Steer
    Process Mining: Effect Significant and Sustainable Cost Reductions
    14D Christine Mitchell, Jan Hasenjager
    Process Improvements Using the Lean Approach
    3:45-4:00 Break - Exhibit Hall
    4:00-5:00 11E Mark S. Leggitt
    Developing a Complaint Management System to Improve Performance
    12E Tushar Parikh
    Statistical Analysis of In-Warranty Returns to Improve Quality
    13E Cher Nicholas
    Real & Meaningful Management Reviews with ISO 9001:2000
    14E Jayesh Dalal
    Software Process Documentation: Getting the Biggest Bang For Your Buck
    5:00-7:00 Reception and Prizes