Performance Excellence Special Interest Group  

Performance Excellence Special Interest Group

 The ASQ-509 Performance Excellence SIG Proudly Presents

 

Topic: Customer Focus

 

Speaker: John K. Swaim

CMQ/OE, CLSSMBB, CLSSS, CRP, I-TRIZ(E), ITIL-v3

Department of Homeland Security, U.S. Citizenship and Immigration Services

Thursday, April 10, 2014

Washington DC Metro Headquarters

 

Program Summary:  

Please join us as our community continues its deep dives into the realm of the Malcom Baldrige Award�s high performance model. In this session, we will proceed with Category 3 CUSTOMER FOCUS of the award criteria. This deep dive will convey useful tools and techniques for identifying customer requirements, such as: Surveys, Affinity Matrix, Critical to X, and House of Quality. In addition, we will discuss methods for converting such information to quantifiable data for future Return on Investment/Asset validation to ensure that the highest level of customer satisfaction is realized. 

Speaker Bio:

John K. Swaim is Master Black Belt, Office of Performance & Quality at the United States Citizenship & Immigration Services. He is responsible for continuous process improvement initiatives through the use of proven industry methodologies to include Lean Six Sigma. His prior work includes more than 20 years of quality management experience at Pilgrims Pride, United States Navy, General Dynamics, Northrop Grumman and the Chief of Naval Personnel. He holds numerous professional and IT certifications as well as the American Society for Quality�s Manager of Quality /Organizational Excellence and Inspector. John is also a graduate of the University of Maryland with focus on business administration and computer management information systems. 

                    Escort & Networking:  6:00 p.m.                       

Meeting Kick-off:  6:30 p.m.

Adjourn:   8:00 p.m.

This event is free of charge. Participants are invited to pre-register at the ASQ Section 509 website,Performance Excellence SIG Meeting - 10 April 2014 and attend the networking portion of the meeting, which includes free pizza and soft drinks. Participants are encouraged to RSVP early as there is limited seating.