Main Conference Day Two

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The below is a summary of the sessions. For full details please download the full conference agenda

7.30 Registration And Networking In The Exhibition Hall

8.45 Chair’s Opening Address

Tonja Summitt
Senior Vice President, Director Customer Focused Process Improvement
Wachovia

9.00 Panel Discussion: Top-Down Process Improvement – Mandates Vs. Organic Culture: What Is Best For Your Service & Transactional Organization?

Steve Degnan Schmidt
Director, Six Sigma Enterprise COE
Allstate Financial 		Mary Kay Krogull
Global VP Business Process Improvement & Compliance
Covance 		Anil Nair
MBB & Director, Continuous Improvement
United Airlines

9.45 Gain Dramatic, Immediate, And Long Lived Results - How To Effectively Use Kaizen For Focused, Short-Term Projects To Measurably Improve Your Business Processes Quickly

10.30 Refreshments And Networking In The Exhibition Hall

11.00 Achieving The “And” Mindset: Make 3-5% Reductions In Annual Operating Expenses Part Of The DNA (whether That Means $20k Or $20m) While Simultaneously Increasing Sales

Kevin Hunter
Director of Continuous Improvement
Thrivent

11.45 Utilizing Business Intelligence So You Can Make Smart Strategic Decisions To Adapt Your Process Flows And React To Changing Risks To Ultimately Boost Your Customers’ Experience

Arlin Johnson
Senior Manager Master Black Belt Internal Audit
The Home Depot

12.30 Lunch And Networking In The Exhibition Hall

Customer-Focused Strategies

Training

Outstanding Lean Six Sigma Success Stories

1.30 Building A World-Class Customer Experience Model Driven By The Voice Of The Customer

Reggie Crenshaw
Senior Vice President, Innovation and Process Improvement
ServiceMaster

1.30 Session Break

Session open for sponsorship Are you a solution provider with a fabulous client success story? Want to see your client showcased here? Contact Katie Judd at sponsorship@iqpc.co.uk or call +44(0)207368 9500

1.30 Discover How To Improve Patient Billing Using Lean Sigma To Add $2 Million To A Hospital’s Bottom Line

Dr. Ian Wedgwood
Vice President of New Services and Technology
Sigma Breakthrough Technologies Inc.

2.15 Enabling Partnership With Your Customer: Using Lean Six Sigma To Improve Service Delivery, Reduce Costs, And Gain New Business

Cyndi Quan-Trotter
Lean Six Sigma Master Black Belt, Xerox Corporation
USSG XGS Field Operations

2.15 Deploying A “Grass Roots” Process Excellence Program That Provides A Quantifiable And Scalable Methodology For Both Employee Training And Engagem

Michelle Brown
Senior Vice President of Operational Excellence and Strategy
Key Bank

2.15 Using A Six Sigma Approach To Disaster Recovery – Surviving Katrina: Learn How To Create A Risk Mitigation Plan And Develop Your Solution Provider Options Using A DMAIC Approach

Captain Sam Sumwalt
Chief Technology Officer
U.S. Navy Reserve

3.00 Strategies For Generating Customer Loyalty And Advocacy: A Case Study On Generating Net Customer Satisfaction Of 95% With A Top Box Score Of More Than 50%, Leading To Increasing Volume Of Follow-On Sales

Wayne G. Dix
Senior Vice President, Chief Operating Officer for Customer Service
AXA Equitable

3.00 Driving Efficiency And Revenue: What Makes A Successful Lean Six Sigma Program?

Darren Robertson
Master Black Belt, Global Continuous Improvement
Wal-Mart Stores Inc.		 David Shields
Master Black Belt, Global Continuous Improvement
Wal-Mart Stores Inc.

3.00 Reserved For Another Outstanding Lean Six Sigma Success Story!

3.45 Refreshments And Networking In The Exhibition Hall

Metrics

Sustainability Of Process Excellence

Short-Term Strategies And Long-Term Company Goals

4.15 How To Achieve More Than A 20% Improvement In Your Process Improvement Bottom-Line Results And Process Maturity Capability Through Effective Implementation Of A Metrics-Driven And Execution Process

Tonja Summitt
Senior Vice President, Director Customer Focused Process Improvement
Wachovia

4.15 Successfully Sustaining Operational Excellence – The Journey From “Doing” To “Being” Six Sigma: A Case Study On Continuing To Deliver Annual Savings Of 1% Of Revenue After 7 Years

E.J. McIlwaine
Director, Operational Excellence & MBB
Tyco International/ADT Worldwide

4.15 Panel Discussion: Are Short-Term, Small Step Process Improvement Projects More Effective Than Long-Term Changes In Service & Transactional Environments, Given End Goals Are Often Evolving At A Rapid Pace?

What is the optimal implementation period for your company?

Michelle Brown
Senior Vice President of Operational Excellence and Strategy
Key Bank		 David Shields
Global Continuous Improvement Master Black Belt
Wal-Mart Stores Inc.

5.00 When Should You Use A Red-Yellow-Green Scorecard System And How Can You Overcome Typical Problems Associated With It?

Tim Young
Process Excellence Manager, Centocor Ortho Biotech Services
LLC

5.00 The Road To Recovery: Troubleshooting Your Process Excellence Projects To Get Your Continuous Process Improvement Programs Back On Track

Tom Cantwell
Performance Improvement Consultant
Liberty Mutual Group

5.00 Increasing Focus On And Progress Toward Your Organizational Objectives And Identifying And Closing Your Performance Gaps: A Case Study On American Red Cross Biomedical Services’ Strategy Management Process

Ann Saunders
VP Process Excellence
American Red Cross Biomedical Services

5.45 Panel Discussion: Which Process Excellence Tools Are Best For Service And Transactional Environments? How can you customize your toolkit for your business?

Irma Lopez
Director, Six Sigma Initiatives
Conexis 		Jennifer Blanco
Senior Director, Six Sigma & Training Initiatives
Conexis 		Tonja Summitt
Senior Vice President, Director Customer Focused Process Improvement
Wachovia

6.30 Close Of Conference