ASQ Service Quality Conference: Seizing the Competitive Advantage in Customer Service

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Milwaukee, Wis., July 23, 2013 — Our fast-paced technology-driven world has transformed traditional customer service into a new frontier with multiple touch points and rising expectations.
Keeping the front line strong requires the right tools and support, and that’s the aim of the 22nd Service Quality Conference sponsored by ASQ. The conference will be held Monday, Oct. 7 – Tuesday, Oct. 8, 2013, at the Planet Hollywood Resort, Las Vegas.

This year’s theme is “Seizing the Competitive Advantage With Service Quality.” The conference provides how-tos, step-by-step advice, the latest in service delivery methods and networking opportunities. Topics will help organizations improve customer service, reduce costs and build customer loyalty and satisfaction. Keynote speakers include:

•Monday, Oct. 7, 9:15-10:15 a.m. – Rob Bryant, Sr. Vice President of Quality and Lean Six Sigma, Computer Sciences Corp., a multinational corporation that provides information technology services and professional services. Bryant is a renowned motivational speaker and Lean Six Sigma Master Black Belt who draws from his personal triumph of overcoming paralysis after a 55-foot fall in 1982.

•Monday, Oct. 7, 1-2 p.m. – Ryan Suydam, Director of Operations, DesignFacilitator, a firm that works with project management organizations to develop client feedback programs. Having built both tools and techniques specific to project delivery processes, Suydam helps professionals collect, manage and respond to feedback.

•Tuesday, Oct. 8, 9:15-10:15 a.m. – John Timmerman, Senior Strategist, Customer Experience and Innovation, Gallup Inc., one of the world’s leading performance management consulting firms. A recognized thought leader in the science of service, Timmerman’s focus is on designing customer-centric organizations across a diverse range of industries.

•Tuesday, Oct. 8, 1-2 p.m. – Todd Thornbrough, Director, Continuous Improvement, The Nielson Company, a global information measurement company. Thornbrough is a seasoned expert in the area of continuous improvement for service and manufacturing industries. Most recently, he has begun implementation of the process of failure mode and effects analysis at Nielsen.

“Strengthening customer relationships today will build a stronger business foundation for tomorrow,” said Lori Dellinger, chair of ASQ’s Service Quality Division. “Professionals attending this conference will take away tools they can use to build customer loyalty, improve service and reduce costs.”

Attendees can take part in 20 high-impact sessions in the following focus areas: service quality through quality leadership, service quality ROI, service quality innovation and inspiration and creating customer loyalty through service quality. Session Highlights:

•John Goodman, Vice Chairman, Customer Care Measurement & Consulting will focus on using data to enhance loyalty and service ROI.
•Judith Ann Pauley and Joseph Pauley, Process Communications Inc., will discuss how to provide quality service to enhance staff morale and productivity, client satisfaction, organizational effectiveness and corporate profitability.
•Sandra Miller, X-Stream Leadership Group, reviews the five stages of change, the four levels of resistance, and how the best ideas and intentions can drive your department right into the hurricane of resistance.
•Dr. Randall Brandt, Maritz Research, presents on the issues that a majority of organizations find most vexing when it comes to building and sustaining a strong service climate.

Pre- and post-conference tutorials add extra value for attendees with presentations that include insights into how to get more from voice of the customer (VOC) and use voice of multiple customers to drive quality, measuring service quality with real-time client feedback action plan, and developing a creative process for results-driven service quality professionals.

About ASQ
ASQ is a global community of people dedicated to quality who share the ideas and tools that make our world work better. With millions of individual and organizational members of the community in 150 countries, ASQ has the reputation and reach to bring together the diverse quality champions who are transforming the world’s corporations, organizations and communities to meet tomorrow’s critical challenges. ASQ is headquartered in Milwaukee, Wis., with national service centers in China, India, Mexico and a regional service center in the United Arab Emirates. Learn more about ASQ’s members, mission, technologies and training at www.asq.org.

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