North East Quality Council (NEQC) | 54th Conference Program

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

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