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NEXT SECTION MEETING
March 18, 2010
John Goodman
Vice Chairman TARP
Worldwide Presents
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
Tutorial 2 - John
Diiorio.
Click
Here
to
register On-Line
OR
Make your reservations by calling
Valerie Zelaya
at
281-335-7979 - Ext 0#
MEETING LOCATION
UNITED WAY OF TEXAS
GULF COAST
50 WAUGH DRIVE, HOUSTON,
TX
Click
HERE
for a map
5:00 pm to
5:30 pm
Registration &
Networking
5:30 pm to 6:30
pm Early
Bird Sessions
6:30 pm to 7:15
pm Dinner &
Networking
7:15 pm to 8:15
pm Featured
Speaker
Webmaster -
Joe Whitenton
- ASQ CQA
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Join our Education Committee to share your ideas as we move the
Section forward to be the recognized practitioner and leader for
advancing quality and operational excellence. Please contact
Bhavesh
Joshi
for further
information.
Remember to mail your Re-certification
Journals and Senior Member Advancement Applications to the attention
of Section 1405's Examining Co-Chair....
Kerry Osterholm
P.O. Box 691544
Houston, TX 77269-1544
ASQ Exam Schedule
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