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March 12, 2010

LSS & Process Customer Improvement Experience Scheduled for Miami

By David Sims, TMCnet Contributing Editor


Organized by Six Sigma & Process Excellence IQ, a division of IQPC, the LSS & Process Improvement for Customer Experience will be held March 22-24, 2010 at the Trump International Beach Resort in Miami.

Might not be a bad time of year to take a quick jaunt to Miami, eh, Northeasterners?

Speakers include Tim Ruzbacki, Senior Business Process Consultant, Wachovia, a Wells Fargo Company, Shari DeLuryea, Lean Six Sigma Black Belt, ING, Michael Bullock, Master Black Belt, Quest Diagnostic, David Shields, MBB, Global Continuous Improvement, Wal-Mart, and Dave Maskens, Manager, Customer Experience, Xerox.

Experience organizers believe that companies are looking closely at all customer touch points and channels 'to ensure all processes are as effective and efficient as possible.' To this end there are a number of strategies and approaches companies can use to tackle these challenges, they say – 'NPS, targeted marketing surveys, new baselines and metrics for CTQs, and customer-related processes.'

The results of the Global BPE survey, jointly conducted by IQPC and Market Value Solutions, will be highlighted at the Summit. Specific implications regarding the application of VOC to Business Process Excellence initiatives will be highlighted during the pre-conference workshops hosted by Market Value Solutions.

Company officials say the results of the survey 'will help all the LSS experts to understand the current trends in customer behavior as well as how LSS professionals can help increase customer retention and satisfaction.'

In January TMC (News - Alert) had the news that PolyOne Corporation, a provider of specialized polymer materials, services and solutions, announced it has earned the Lean Six Sigma award for their customer centric Lean Six Sigma deployment.

PolyOne was presented with the Process Excellence Award for 'Best Start-up Program' during the International Quality and Productivity Centre's 11th Annual Lean Six Sigma and Process Improvement Summit in Orlando, Florida.

Orlando… we're detecting a theme here.

A panel of industry experts selected PolyOne from a pool of 400 entrants. In the 'Best Start-up' category, judges evaluated the transformation of the six finalists based on their ability to set organizational direction, deliver business benefits, and initiate a culture change during the annual gathering of Lean Six Sigma (LSS) and process improvement thought leaders.
 

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Patrick Barnard




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