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October Performance Excellence SIG Meeting  

WMATA (Metro Headquarters)
600 5th St. NW
Room 505
Washington D.C.  20001


Oct 28, 2009    7:00 pm - 8:30 pm

The Performance Excellence SIG

Proudly Presents

"Sound Bites of the Customer: Did I Hear You Correctly"

Presented by

Ms. Debra Wilson

Wednesday, October 28, 2009

Washington DC Metro Headquarters

Program Summary:

Understanding and hearing what the customer wants is sometimes a challenge. While this may sound or appear to be an easy task, this is not always the case. Our focus is to really hear and understand what the customer requires, provide feedback, identify techniques to gather the correct information, determine how information is processed and manage the risk associated with not delivering what the clients wants.

Speaker Biography: 

Ms. Debra Wilson is an Associate from Booz Allen Hamilton currently supporting the Department of Defense Yellow Ribbon Program with Requirements Management. Ms. Wilson has served as an Information Quality Assurance Manager for Athena Innovative Solutions. She also served as a Compliance Manger for the IRS for Federal Information Security Management Act (FISMA) reporting to the Treasury Inspector General for the Tax Administration (TIGTA) on Cyber Security where she increased compliancy by 25% within the first 90 days on the project. Ms. Wilson is a retired Army veteran with 25 years supporting the quality of life of soldiers and families from all military Services.  Ms. Wilson has a Masters in Quality Systems Management. She is a Senior Member of ASQ and currently serves as the VC Treasurer for the Performance Excellence SIG.


          Escort & Networking:  6:00 p.m.                       

Meeting Kick-off:  6:30 p.m.

Adjourn:   8:00 p.m.


Registration: The event is free of charge. Participants are invited to register here and attend the networking portion of the meeting, which includes free pizza and soft drinks.