2014 Quality in the Triangle Conference – May 20 – 22, 2014

Conference Theme: Continuing the Learning – Concepts, Processes, Tools, Technology, and Human Factors

The 2014 Quality in the Triangle Conference will be held May 20 – 22, 2014 at the Jane S. McKimmon Conference and Training Center located on the campus on NC State University in Raleigh, North Carolina.

*Attendance at the conference for the full day may be eligible for 1.0 RUs
*Attendance at a workshop may be eligible for 1.0 or 2.0 RUs


Workshop 1: Measuring Service Quality – Real Time Client Feedback Action Plan
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Workshop 2: Root Cause Investigation for Corrective Action / Preventive Action
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Conference Brochure: CLICK HERE!

Conference Agenda:

Tuesday, May 20, 2014

7:30 am Registration

8:00 am Welcome

8:15 am Keynote: JP Russell Do you have Standards?

9:10 am Concurrent Sessions A

Session A1: Bob Stocking Discover Your Best Thinking with Precision Q+A™

Session A2: Tom Weaver, Robert Weaver Root Cause Investigation for CAPA

Session A3: Bill Robinson Innovation or Quality? Using Systems Thinking to Give Your Customers Both

10:40 am Concurrent Sessions B

Session B1: Ryan Suydam Quality Driven Relationships

Session B2: Clyde Parker Seven Secrets of Six Sigma

Session B3: Stephanie Gaulding Current Challenges in Developing and Delivering Combination Products to the Market

12:00 pm Lunch

1:00 pm Concurrent Sessions C

Session C1: Wendy Haines Got Quality–Sometimes They Do and Sometimes They Don’t

Session C2: Scott Rutherford SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

Diagram as the Building Block for Assessing your Organization

Session C3: Gary Johnson ISO 9001:2015 – Major Challenges are Coming

2:40 pm Concurrent Sessions D

Session D1: Jeremy Summerlin Global Implementation of a Paperless Calibration Solution:

Compliance Support and Metrics Management

Session D2: Vadivel Palanichamy How Six Sigma Initiatives Improved Customer

Satisfaction in a Back Office Voice Process

Session D3: Linda Binkley Quality Management: Metrics for Software-as-a-Service

4:00 pm Closing remarks

Post-Conference Workshop – May 21, 2014:

1-Day Workshop: Measuring Service Quality –Real Time Client Feedback Action Plan

8:00 am – 4:30 pm (Includes Lunch)

Presenter: Ryan Suydam, Operations Director, Client Feedback Tool (www.discover.clientfeedbacktool.com)

Effective measurement is the basis of almost every quality initiative. In-process inspection is critical when we are creating products in order to identify defects or variation as quickly as possible and restore consistent output. Service delivery organizations (engineers, project management organizations, technology service providers, etc.) don’t have the benefit of measuring widgets. Instead, service quality is often left to gut feel or vague customer satisfaction scores. During the tutorial, attendees will be provided a detailed research-based study of what makes service delivery measurement different – and why the transactional models found in high-volume, low-touch environments don’t work for project-driven service organizations.

Workshop participants will use an extensive workbook to develop and document their individual service quality plan by measuring the expectations of their service recipients. Topics include identifying stakeholders, timing when measurement is most needed, determining which metrics need measuring, and establishing an individual action plan to increase value and quality for each client.

The workshop will review case studies that highlight how service organizations effectively employed continuous feedback loops to increase proposal win rates 50%, to turn around a failing $45 million dollar contract in four months, and to establish higher fees for services based on demonstrated service successes. Organizations implementing these strategies have measured an average 83% reduction in client-identified problems. The process produces results that are measurable, repeatable, auditable, and designed for visible accountability. The process also assists with creating better management of supplier and vendor relationships.

After the workshop, participants will know:

1. How to engage all project stakeholders in an improvement loop powered by feedback,

2. How to identify existing processes to trigger feedback/follow-up exchanges at the right time, and

3. How to leverage feedback for real competitive advantage in quality, loyalty, and bottom-line results.

Post-Conference Workshop – May 21 -22, 2014:

2-Day Workshop: Root Cause Investigation for Corrective Action / Preventive Action (CAPA)

8:00 am – 4:30 pm (Includes Lunch)

Presenters: Tom Weaver, Founder and President, Weaver Consulting (www.weaverconsulting.biz)

Rob Weaver, Managing Partner, Weaver Consulting (www.weaverconsulting.biz)

Root Cause Investigation for Corrective and Preventative Action (CAPA) is a proven methodology to investigate and identify the root cause when there has been a shift in the performance of a product, machine, equipment, work process, or system. Based upon 40+ years of experience, this science-based investigation methodology integrates problem-solving techniques from total quality management (TQM), Six Sigma, and generic problem-solving approaches to identify the technical root cause (the change that has occurred) as well as any systemic root causes (system failures that allowed the change to occur). Corrective and/or preventive actions are then taken so that the performance can be restored to its previous level. A control plan is then implemented to prevent the problem from ever returning.

Day 1: The session will begin with an introduction to the 7-step root cause analysis methodology and to an investigation roadmap. The roadmap will guide the participants through the 7 steps and suggest appropriate tools. After a full review, the participants immediately apply the learning using an actual case study. Note: The investigational roadmap is a special adaptation of the DMAIC (define, measure, analyze, improve, control) process used by Six Sigma companies and is superior to DMAIC for situations where there has been a shift in the performance of a process, machine, or equipment.

Day 2: The session focuses on strengthening the participants’ knowledge from the first day and then moving to a second, more complex, and actual case study. After completing the second case study, participants will be able to compare their work with that of the investigation done by the actual team.

As a follow-up, the workshop leaders will email the roadmap and a set of electronic templates to participants who have completed the 2-day training workshop. These tools will assist participants in using the 7-step investigation process and capturing the basis for the documentation of the investigation.

Plan to Bring and Donate a Can of Food! ASQ Raleigh Section 1113 supports the Food Bank by sponsoring volunteer days throughout the year and by sponsoring a Food Drive during the Quality in the Triangle Conference. If you would like to contribute, please bring non-perishable food, hygiene, and paper items with you to the conference. No glass containers, please!

For more information on the conference, contact:

Stuart Walker Michael Porter
ASQ Raleigh Conference Co-Chair ASQ Raleigh Conference Co-Chair
stuart.walker@teleflex.com michael.porter@ppdi.com
919.491.2634 919.456.5490