ASQ Section 1405 Dinner Meeting

Joe Whitenton joe.whitenton@gmail.com (713) 444-5325	Thursday, March 18, 2010 at 5:00 PM
	Advanced registration for this meeting is now closed. You may still attend the meeting and tutorial by registering at the door. If you would like to have dinner, the cost will be $25. Cash, check, or major credit cards will be accepted.
	Meeting Description Schedule: 5:00 to 5:30pm Registration & Networking 5:30 to 6:30pm Tutorial(s) 6:30 to 7:15pm Dinner & Networking 7:15 to 8:15pm Dinner Speaker Dinner Speaker: John Goodman, Vice Chairman TARP Worldwide - Riding the Wave of Customer Experience: The concepts of quality and service are relatively simple – why do so many organizations get them wrong? The primary reason is that most managers have incorrect assumptions that underlie their decision-making. Mr. Goodman will highlight the six major concepts that will allow the Quality Director to track and measurably improve service and to justify the needed investment in quality, as well as enhancing corporate word of mouth and bottom line. The six concepts, which will be operationalized in a manner you can immediately go back and implement are: Causes of dissatisfaction – it is often delivering the product exactly according to spec – but it still causes dissatisfaction. Quantification of the revenue and word of mouth cost of less than perfect quality and service in a manner the CFO will accept. Using technology to deliver psychic pizza and delight rather than alienate customers. A new, less expensive, more impactful definition of Voice of the Customer that will place quality at the center of customer experience management. Making the front line more successful at lower cost by allowing them to break the rules without breaking the rules. Delighting customers in a cost effective manner that fosters positive word of mouth. At the end of this session, you will be able to: Reduce dissatisfaction and justify investments in quality. Quantify the financial and word of mouth impact of poor quality and service in a way the CFO will accept. Develop a strategy that will allow you to design flexible solution spaces which allow your staff to adjust their approach appropriately without breaking the rules, leaving customers feeling “treated fairly". Evaluate your Voice of the Customer process against best practices. Case studies from leading financial service, retail and technology companies will be used to illustrate the six major concepts. Tutorial 1 - Gretchen McAuliffe will review the new Section website. Tutorial 2 - John Diiorio & Luis Suarez will discuss Proactive RCA and Systemic RCM: Similar, Different and Complementary. John will present similarities and differences between Root Cause Analysis and Reliability Centered Maintenance and ways they complement each other. Luis will present an idea for a practical approach to integrate Root Cause Analysis in the management system. Dinner Menu: Bacon-Wrapped Chopped Steak Whipped Potatoes Seasoned Green Beans, Tossed Salad Rolls and Butter Iced Tea Coffee Turtle Cheesecake
	Additional Information Tutorials and dinner presentations are covered by your annual ASQ dues. The (optional) dinner for on-line reservations is $20.00. The on-line reservation and cancellation deadline is 12:00 Midnight on the Wednesday before the meeting. You may still attend the meeting after the deadline by registering at the door (dinner will be $25.00). Cash, check, and major credit cards are accepted. If you register for dinner and do not cancel by the deadline, please reimburse the Section $20.00 for the cost of your dinner by mailing a check or calling/emailing your credit card information to Keith Pache - Arrangements Committee Chair. Checks should be made out to ASQ Section 1405, and credit card reimbursements should include card number, name on card, and expiration date. Send to: Keith Pache 12123 Hawthorne Drive Montgomery, TX 77356 713-580-3879 kpache@gstoyota.com
	Meeting Location United Way of Texas Gulf Coast 50 Waugh Drive, Houston Driving Directions Click on the Mapquest button for the location of the meeting.
	This reservation service is provided by Time2Meet.com.