| 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 |
