Wednesday, April 25 | 8:00am - 1:00pm (separate registration required; $125)
Complaint Management Workshop
Regardless of your industry, the management of consumer complaints remains one of the most important functions of the customer care department. You and your team are the single most connected link between the consumer and your brand. As such, you must maintain a careful balance between resolving customer concerns, accurately identifying and documenting critical issues and trends while simultaneously complying with regulatory guidelines and mitigating risk for your organization.
If your team supports consumer products or services regulated by the FDA, USDA, CFPB or some other agency, then don’t miss this post-conference workshop. Explore and understand the strategies, tactics and tools that can keeps you in compliance and also allows you to effectively serve the needs of your customers. Agenda Subject to Change
|8:00am - 8:30am ||Registration |
|8:30am - 8:45am ||Welcome & Introductions |
|8:45am - 9:45am ||Government Perspectives on Managing Consumer Complaints |
- David Johnston – Social Media Strategist, Office of Strategic Communications & Public Affairs, TSA/DHS
- Rosetta Carrington Lue, Senior Contact Center Advisor & White House Presidential Executive Fellow, Office of Technology & Innovation
|9:45am - 10:00am ||Break |
|10:00am - 10:45am || |
Consumer Products Complaint Management
Mary Ann Platt, Exec VP, RQA, Inc.
- Regulatory Compliance
- Documentation, Tracking and Investigation of Foreign Material Claims
- Sample testing, chain of custody & storage
|10:45am - 11:30am ||
5 Types of Difficult Claimants & How to Handle Them
Steven Leslie, In-house counsel for Grocery Manufacturers Association
|11:30am - 11:45am ||Break |
|11:45am - 12:45pm || |
Working Lunch & Complaints Panel Discussion – Moderated by Brian Giannini
- Lynn Reilly-Hill, Sr. Dir Consumer Relations – Pinnacle Foods
- Natalie Kavanagh, Claims Consultant (formerly Claims Manager for Unilever)
- Steve Leslie, Director and Counsel, Legal Affairs - GMA
|12:45pm - 1:00pm ||Closing Remarks |
Session Recording Sponsored by RQA
Six Sigma White Belt Training Workshop
Wednesday, April 25 | 8:00am - 4:30pm (separate registration required; $125)
Do you want to bring more value to your organization? Do you want to build your skill sets that you’ll be able to use for the rest of your career? Do you want to learn a world-renown process improvement methodology that can improve your business processes - saving you time and money?
If you answered yes to any of the questions, then this workshop is for you. During this Six Sigma White Belt Training Workshop you will learn the principles of Six Sigma and receive hands-on experience from Alta Resources’ Mark Strassburg and Amy Bouthilet.
A Juran Global Certified Black Belt, Mark Strassburg is a Director of Quality at Alta with eighteen years of contact center experience. He has had oversight for 75+ Green Belt Projects focused on process improvement and efficiency gains in the modern contact center.
Amy Bouthilet is Program Director with nearly 20 years of organizational development and training experience, with an emphasis on leadership and employee development. She’s participated in various Six Sigma projects throughout the organization ranging from reducing turnover to increasing sales.
The last time we presented Six Sigma White Belt Training Workshops (in 2013 & 2014) they were the HIGHEST rated program at the Annual Conference, so be sure to register early as space is limited.
Agenda Subject to Change
- Through practical, hands-on simulations, attendees will learn the Six Sigma DMAIC process-improvement methodology (Define, Measure, Analyze, Improve, Control) and how their organization can benefit from it.
- Attendees will learn how to apply the Six Sigma methodology to help maximize efficiencies, reduce process variations, prevent deficiencies, eliminate waste and reduce costs.
- Attendees will learn functional, pragmatic approaches to help ensure their organizations realize cost and time savings from process improvements.
- Attendees will receive a Six Sigma guide to assist with the application of learnings, and to serve as a handy reference.
- Each attendee will receive a White Belt Certification.
- Attendees will be provided with a great opportunity to network and build relationships with their SOCAP peers.
- And last, but not least, at the end of this Workshop, attendees will have earned an official White Belt in Six Sigma!
|8:00am - 9:00am || |
Introduction to Six Sigma & LEAN
- What is Six Sigma & LEAN?
- Where can Six Sigma & LEAN be used?
- How can you benefit from Six Sigma & LEAN?
|9:00am - 10:00am ||Six Sigma Simulation Round 1 |
|10:00am - 10:45am || |
Overview of Six Sigma Define & Measure Phases
- Project charter development
- Capturing the voice of your customers (VOC)
- Process mapping
- Calculating Sigma values
|10:45am - 11:00am ||Break |
|11:00am - 12:30pm ||Six Sigma Simulation Round 2 |
|12:30pm - 1:00pm ||Lunch |
|1:00pm - 1:45pm || |
Overview of Six Sigma Analyze & Improve Phases
- Process & Graphical Analysis
- Generating and prioritizing solutions
- Pilot and implement solutions
|1:45pm - 3:45pm ||Six Sigma Simulation Round 3 |
|3:45pm - 4:00pm ||Break |
|4:00pm - 4:30pm || |
Overview of Six Sigma Control Phase & Closing Session
- Validate results
- Project documentation
- Create sustainable controls