(American Society for Quality: Milwaukee) -- It's a challenging time for you and your organization. You’re competing in a shrinking marketplace, and you have fewer resources at your disposal. How can you attract new customers, keep your current customers, and improve your bottom line? Attend "Service Quality: Surviving the Economic Storm,"Oct. 5–6, in Long Beach, California.

Learn how to improve service, reduce costs, and increase customer loyalty and satisfaction. This is an exceptional educational opportunity that includes how-tos, step-by-step advice, success stories, and implementation guidance on major organization changes. Please stay tuned for more information as it becomes available.

Keynote speakers:

• Catherine M. Wolfe, director of marketing services at Toshiba America Medical Systems Inc.
• Jack J. Phillips, of the ROI Institute, a world-renowned expert on accountability, measurement, and evaluation.

General session speakers:

• Judith Ann Pauley, Ph.D., CEO, Process Communication Inc.
• Joseph F. Pauley, president, Process Communication Inc.
  Authors of Communication: The Key to Effective Leadership (ASQ Quality Press, 2009)

General session: Establishing Relationships: The Key to Quality Relations

Concurrent sessions include:

• Finding Lost Profits in Your Service Processes
• Completely Reengineer Your Business Using a Simple Approach
• Managing Operational Excellence Projects
• Cutting Costs While Creating Remarkable Word of Mouth via Psychic Pizza
• Proactive Contracting + Service Design = Success! (Part 1)
• Betting on Customer Satisfaction
• Succeed in Unpredictability: Tools for Adaptive Change Management in Complex Times
• Driving Customer Loyalty Through Employee Engagement
• Tool or Torture: Apply Balanced Scorecard to Measure the Value of Human Resources
• Priced to Sell: Reducing the Hidden Prices of Service
• Proactive Contracting + Service Design = Success! (Part 2)
• Resiliency: A Critical Tool for Weathering Storms
• ROI Ranking of Projects During Each Business Cycle
• Politics, Process, and Progress
• The Help Desk Didn’t Help: So No More Help Desk!

Tracks include:

• Service Quality Basics
• The ROI Case for Quality
• Listening to the Voice of the Customer
• The Consultant’s Toolkit

Event date: Oct. 5–6, 2009
Location:Renaissance Long Beach Hotel
111 East Ocean Blvd.
Long Beach, CA 90802

Register: https://secure.asq.org/conferences/service-quality2009/registration.html

Early bird pricing good until July 31, 2009
Sponsored by Minitab

For more information, visit www.asq.org/conferences/service-quality/index.html?WT.mc_id=EM3533C&WT.dcsvid=1132247780