8:00 Chairperson’s Opening Remarks

8:15 Best Approaches To Collect, Aggregate And Analyze Customer Feedback Data To Enhance The Accuracy Of New Quality Measures For Products And Services

In a time when the customer expects more for what he or she pays, customer feedback can vary from extremely positive to extremely negative. This applies to both B2B and B2C scenarios. The critical component is to identify what feedback is an accurate representation of customer needs. During this session you will learn how to:

• Analyze data retrieved via social media channels
• Use multiple data sources to eliminate the politics associated with delivering bad news
• Develop a unified, single picture of the customer experience based on data gathered from multiple sources
• Avoid conflict of opinions on “where the biggest problems are” by integrating all phases of the customer experience into a single unified report

Charles Morris
Director, Process Excellence
Florida Hospital

9:15 The Great Debate: Does Lean Six Sigma Truly Help To Improve Customer Experience?

Despite the growing use of LSS methodologies in all aspects of business, customer management professionals and top management do not always view LSS as an answer to all the process inefficiencies. What are the most common objections LSS professionals come across? How do you respond to these objections in the most efficient and effective way? What outcomes management expects and how LSS and other process methodologies help to achieve them? Points of discussion are:

• Initial investment in the projects vs. potential ROI
• Time frame: short-term vs. long-term results
• Strategic imperatives and continuous improvement: where are the touch points?

10:45 Achieving Balance Between VOB Financial Performance Parameters And VOC

Regardless of how much effort is put into emphasizing the importance of VOC, voice of business seems to have been overpowering the voice of the customer. However, more and more LSS professionals have the ability to show how VOC is supporting and enhancing financial performance of the company. During this interactive session you will learn how to:

• Identify complete cost and revenue implications of the problem or the opportunity
• Develop an estimate of the revenue value of the customer using revenue flow of 6 to 12 months
• Verify predictions of customer attrition and problems by checking the actual customer behavior 6 month later to show consistency of customers feedback

Michael Washington
Logistics Operations Manager, NA Supply Chain
Shell Lubricants

11:30 Panel Discussion: Identifying And Applying Various Methodologies To Keep Open Channels Of Communication With Your Customer

Despite the differences in business some approaches are universal and can be applied in various contexts. Communication with the customer is one of these areas. The main problem for LSS professionals is to identify which channels of communication will ensure ongoing interactive dialogue between you and your customer. Attend this interactive case study presentation and learn how to:

• Assess the impact various channels make on customer perception and drive positive/negative customer feedback
• Identify and utilize most common communication channels: B2B and B2C context
• Select and use most effective web channels

1:30 Process In Focus - Applying LSS Methodology To Your Sales Processes To Increase Customer Satisfaction And Retention

Although application of LSS to sales processes is relatively new, there are a number of businesses that have been having great success implementing LSS in sales and achieving the breakthrough benefits. An important question, however, is what types of projects are best for applying LSS in sales. During this interactive session, you will learn how to:

• Categorize and select types of projects for LSS
• Identify and realize the benefits of applying LSS to sub-processes that are related to or supportive of field sales
• Identify and realize the benefits of applying LSS to sales force efficiency and effectiveness
• Enhance the customer experience through improved end-to-end sales process efficiency, reducing order cycle time and improving accuracy

2:15 Roundtable Discussions: How Effective Is NPS For Assessing Customer Satisfaction?

There is much debate on the value of customer loyalty metrics. The general theme in that debate lies in the value of a relatively simple metric and the extend that will drive appropriate behaviors, that will translate into improve customer loyalty and revenue. Join this interactive session and discuss the following:

• Detractors vs. advocates: clear or not clear differentiation
• Impact of NPS in comparison to other metrics
• Level of loyalty behavior prediction

Joe Gliksman Six Sigma MBB
Reliability CMRP Mosaic Fertilizer
LLC

3:30 Ensuring Higher Customer Retention By Analyzing The Collective Experiences Of Former Customers And Clients

To improve customer retention, companies must analyze the feedback of those customers who “switched” to their competitors. What are the best methodologies to get valuable feedback from this group of customers? During this interactive session you will learn how to:

• Identify and select most effective channels for retrieving the information on customers preferences: social media, online channels
• Select CTQ’s out of the main pool of customer preferences
• Incorporate retrieved data into VSM

Tim Adams
Head of Continuous Improvement
Cott Beverages

4:15 Quick Fire Brainstorm: LSS And PI Game Changers; 30 High Impact Ideas In 60 Minutes

A panel of experts will break down the key tools and activities that have had the greatest impact on their respective business models. The panel will also brainstorm next-steps and outline potential solutions for the conference participants to take with them and apply to their own practices Points of discussion are the following:

• 5 new metrics for customer loyalty and customer satisfaction
• 3 best approaches to apply VOC
• Best practices for developing baseline for CTQ factors

5:15 Chairperson’s Closing Remarks And Close Of Conference