Conferences
Topics |
Conference Description |
Sponsors |
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Listening to the Voice of the Customer
Conference Outline
Organizations are under tremendous pressure from clients to deliver outstanding value. This is true not only in the private sector, but also in the public sector. Citizens (tax-payers) are demanding better service from their local and federal government offices. In the private sector, the financial markets are less tolerant of complacency and less accepting of status quo. This provides an opportunity for all “service departments” to generate a flow of ideas in the search for improvements in their organizations.
Innovations can take many forms and arise from many places. Customer Satisfaction is a program for soliciting ideas for improvement from your external clients as well as your internal clients or employees. Being innovative and adding value to an organization is never based on one-time success or a one-time project. It is based on a continuous improvement program and the capacity of the employees to successfully adapt to changes in the external and internal environment based on the needs of the market and the clients. It is based on a program that is managed properly with the right people and the right tools.
Citizens obtain services from different levels of government – Municipal, Provincial, and Federally. As consumer of services, we have certain expectations in terms of timeliness, courtesy and comfort, knowledge and competence, fair treatment, and more importantly an outcome that meets our needs. The challenge for the governments is to deliver this service in a consistent way across many departments, geographies, etc. It is critical for governments to develop a “common measurement standards” to track the delivery of services and to develop improvement programs in the right areas.
The main objective of this conference is to learn:
- how to identify strength and improvement opportunities as define by clients (external and internal)
- how to develop a Customer/Citizen Satisfaction Program (CSAT)
- how to develop key performance indicators and manage them on an on-going basis
- how to use benchmarks to compare results and setup improvement targets
- what are the appropriate roles for surveys, focus groups, and personal interviews
- what you need to consider to outsource a survey
- what tools, metrics and reporting are most effective
- why you must do data mining
- how to collect and analyze data from your on-line website and on-line interaction with your customers
- How to lower customer acquisition cost, get higher conversion rates and improve customer retention.
Who should attend
- Executives looking to increase customer loyalty and retention
- Managers of Service departments including departments that deal with external clients as well as internal clients such as Human Resources, Information Technology, etc
- Government Administrators that are interested in gathering information and implementing programs to address Citizen Satisfaction
- Academics interested in learning through case studies best practices in measuring customer Satisfaction.
Benefits
Delivering excellent service requires that employees continually gather feedback from external and internal customers and promptly respond to it. Learn how to apply resources to the most important organizational requirements while reducing costs and ensuring that services are performed as planned.
The participants will learn through case studies how to implement a Customer/Citizen Satisfaction program and how to effectively link the organization performance and strategy with employee performance using Satisfaction Metrics.
The conference will help organizations understand how to develop a Customer Satisfaction Index, create improvement plans, report and manage progress on an ongoing basis so that organizations can achieve outstanding results.
Program
08:30am - 09:00am
09:00am - 11:45am
11:45am - 12:15pm
12:15pm - 01:30pm
01:30pm - 04:15pm
04:15pm - 04:45pm
04:45pm - 05:30pm |
Registration
Session 1
Q & A
Lunch
Session 2
Q & A
Networking |
Organizational Development and Mentorship
Applied Organizational Development Conference
Overview
Just North American businesses lose approximately 60 Billion dollars of knowledge a year in the form of industry, competitor, business and client knowledge leaving the organization. Six billion dollars is spent on training, with only 5-10% of it attaining high levels of satisfaction and even less time in classroom training demonstrates a clear return on investment.
These are solvable problems.
Come to the first annual conference on Applied Organizational Development and learn how people initiatives can have an enormous positive impact on business and organizations.
Conference Sessions
Morning Session: Mentoring and Knowledge Transfer in the Age of Social Networks
Learn how to capitalize on the knowledge in your organization. It’s now possible to connect with people in more ways than ever before. The rise of social networks gives us the ability, but without strategy, focus and facilitation the conversations can produce nothing but noise. A new science of using knowledge and social networks is emerging, allowing us to transfer key information and skill from those who have it to those need it. This session demonstrates how mentoring, an ancient system to transmit knowledge and wisdom, is now coming to the fore as a key business lever for engaging, educating and retaining both employees and the knowledge within the business.
Afternoon Session: Showing the Money: the transfer of training to behaviour change and ROI
There is a fine balance between over and under - stating the value of human development initiatives. Many benefits of knowledge transfer and engagement strategies occur over the long term, but your executives want to see a benefit immediately. Learning transfer and behaviour change does not happen automatically, in fact people are generally loathe to change even when the benefits are obvious and the message strong. Find out how to weave organizational development initiatives into the fabric of your organization in a way that inspires people to make a choice to change. Learn techniques for demonstrating and adjusting the return that will pass muster with any CFO.
Who should attend
- Line Executives looking to increase the knowledge transfer and productivity of their workforce;
- HR/OD managers and executives supporting and leading workforce planning talent management, succession planning, employee engagement and career development;
- CEOs, CLOs and academics interested in obtaining best practices information on transforming corporate performance.
Benefits
For the Attendee:
- Understand how to build a business case for mentoring and other knowledge transfer programs.
- Obtain best practices on mentoring and knowledge transfer.
- See live demos/case studies of program management systems and methods.
- Network with other participants during the event.
- Become part of the ODScore Network and get access to an exclusive knowledge network of professionals with additional resources on organizational development.
For the companies:
- Find out the "CFO" approved ways organizations measure HR initiatives displaying data so it is relevant and useable.
- Develop lead indicators to drive higher levels of program utilization, satisfaction and ROI.
- Increase employee retention and attract top talent by having an effective mentoring program in place.
- Increase the overall knowledge of the organization by implementing initiatives that promote knowledge sharing.
Program
08:30am - 09:00am
09:00am - 11:45am
11:45am - 12:15pm
12:15pm - 01:30pm
01:30pm - 04:15pm
04:15pm - 04:45pm
04:45pm - 05:30pm |
Registration
Session 1
Q & A
Lunch
Session 2
Q & A
Networking and Book Signing from Christy Pettit |
Listening to the Voice of the Customer
| Where: |
Caracas |
| When: |
February 24-25, 2010 |
| Speaker: |
Giovanni Salas, MBA (read more about Giovanni Salas) |
Registration
Comming soon...
Conference Outline
Organizations are under tremendous pressure from clients to deliver outstanding value. This is true not only in the private sector, but also in the public sector. Citizens (tax-payers) are demanding better service from their local and federal government offices. In the private sector, the financial markets are less tolerant of complacency and less accepting of status quo. This provides an opportunity for all “service departments” to generate a flow of ideas in the search for improvements in their organizations.
Innovations can take many forms and arise from many places. Customer Satisfaction is a program for soliciting ideas for improvement from your external clients as well as your internal clients or employees. Being innovative and adding value to an organization is never based on one-time success or a one-time project. It is based on a continuous improvement program and the capacity of the employees to successfully adapt to changes in the external and internal environment based on the needs of the market and the clients. It is based on a program that is managed properly with the right people and the right tools.
Citizens obtain services from different levels of government – Municipal, Provincial, and Federally. As consumer of services, we have certain expectations in terms of timeliness, courtesy and comfort, knowledge and competence, fair treatment, and more importantly an outcome that meets our needs. The challenge for the governments is to deliver this service in a consistent way across many departments, geographies, etc. It is critical for governments to develop a “common measurement standards” to track the delivery of services and to develop improvement programs in the right areas.
The main objective of this conference is to learn:
- how to identify strength and improvement opportunities as define by clients (external and internal)
- how to develop a Customer/Citizen Satisfaction Program (CSAT)
- how to develop key performance indicators and manage them on an on-going basis
- how to use benchmarks to compare results and setup improvement targets
- what are the appropriate roles for surveys, focus groups, and personal interviews
- what you need to consider to outsource a survey
- what tools, metrics and reporting are most effective
- why you must do data mining
- how to collect and analyze data from your on-line website and on-line interaction with your customers
- How to lower customer acquisition cost, get higher conversion rates and improve customer retention.
Who should attend
- Executives looking to increase customer loyalty and retention
- Managers of Service departments including departments that deal with external clients as well as internal clients such as Human Resources, Information Technology, etc
- Government Administrators that are interested in gathering information and implementing programs to address Citizen Satisfaction
- Academics interested in learning through case studies best practices in measuring customer Satisfaction.
Benefits
Delivering excellent service requires that employees continually gather feedback from external and internal customers and promptly respond to it. Learn how to apply resources to the most important organizational requirements while reducing costs and ensuring that services are performed as planned.
The participants will learn through case studies how to implement a Customer/Citizen Satisfaction program and how to effectively link the organization performance and strategy with employee performance using Satisfaction Metrics.
The conference will help organizations understand how to develop a Customer Satisfaction Index, create improvement plans, report and manage progress on an ongoing basis so that organizations can achieve outstanding results.
Program
08:30am - 09:00am
09:00am - 11:45am
11:45am - 12:15pm
12:15pm - 01:30pm
01:30pm - 04:15pm
04:15pm - 04:45pm
04:45pm - 05:30pm |
Registration
Session 1
Q & A
Lunch
Session 2
Q & A
Networking |
The IT Value Network
Conference Outline
How much should management care about IT investment and value? A lot. Many managers see IT as just a necessity of doing business or business enabler; not a capability that can
drive the business. The truth is, your organization won’t see optimal results
without effective IT value-based management. Its time to get the bang from your IT buck.
Strategic and forward-looking, The IT Value Network: From IT Investment to Stakeholder Value offers an innovative perspective, challenging you to align IT spending more effectively to your company’s business strategy, value system, and the business network, for sustained competitive advantage or network advantage.
A true road map for value-creation, realizing bottom-line dollars and intellectual capital, The IT Value Network: From IT Investment to Stakeholder Value reveals:
- A proven framework to unlock and realize IT value, bridging the value gap between the CIO and business partners, especially the C FO and the Board
- How value needs to be triangulated using various financial-based and organization-based measures, applying the IT value index scorecard and the IT value portfolio
- Six degrees of IT value management to maximize stakeholder economic value
- Case studies demonstrating how four companies in the banking, financial, retail, and high-tech/telecommunications industries realized IT value
- IT value maturity model, check list, and tool kit for easy implementation
Maximize stakeholder economic value. Gain sustained competitive advantage or network advantage from IT investment and spending. Lead your entire organization to new realms of success in today’s challenging economic climate, through the visionary methods and techniques found in The IT Value Network: From IT Investment to Stakeholder Value.
Who should attend
- CXO – CEO, COO, CIO, CTO, CFO
- IT Leaders and Managers
- Business Leaders and Managers
- Project Managers
- Business or Financial Analysts
- Academics and Students
Benefits
- Understand how to maximize the bottom-line and Intellectual capital, from IT spending and investment
- Learn how value needs to be triangulated using various financial-based and organization-based measures, applying the IT value index scorecard-Dashboard and the IT value portfolio
- Apply the six degrees of IT value management to maximize stakeholder economic value
- Take away the IT value maturity model, check list, and tool kit for easy implementation
- Be aware of the merging reality of value, social and knowledge networks
Program
| 09:00am - 10:00am |
Part 1 – STATUS QUO – WHERE’S THE VALUE?
• IT Investment
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| 10:00am - 10:15am |
BREAK - COFFEE |
| 10:15am - 12:00pm |
Part 2 - TRIANGULATING THE VALUE – SOMEWHERE HERE
• IT Value Network Measurement
• Triangulating IT Investment Value
|
| 12:00pm - 01:30pm |
LUNCH |
| 01:30pm - 03:00pm |
Part 3 - SIX DEGREES OF IT VALUE – THERE IT IS
• IT Value Network Management
|
| 03:00pm - 04:00pm |
Part 4 – EMERGING REALITY – DO IT, VALUE IT
• Forward Thinking
• Joining The Dots
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