🚀 go-pugleaf

          THE SIXTH ANNUAL SERVICE QUALITY CONFERENCE
               SEPTEMBER 15 - SEPTEMBER 16, 1997

                SHERATON HOTEL COLORADO SPRINGS
                   COLORADO SPRINGS, COLORADO

                    "FutureEnterprise 2007:
        Creating the Winners of Tomorrow Through Service Quality"


Featuring:

Keynote address by Jim Beckham of Dana Commercial Credit Corporation
- Beckham's topic, "What it Takes to be a Winner", details Dana
  Commercial Credit Corp's journey to become the winner of the
  Malcolm Baldrige National Quality Award

General Session by Jack West of the Northrop Grumman Corporation,
and past president of ASQ
- West will speak on, "The American Customer Satisfaction Index,
  and What it is Telling Us About the Decline in Service Quality
  in America"

Closing session by Kathy Berguson of Federal Express
- Berguson will speak on, "The World On-Time: Federal
  Express and the Next Decade of Customer Satisfaction"

Other speakers include:
Robin Lawton of International Management Technologies,
Lois McFarland of MasterCard International,
Dr. Sam Black of Caterpillar, Inc.,
James Duarte of Anheuser-Busch Company,
Glenn Mazur of QFD Institute and
Paula Dahl of Colorado Health Networks.

Four Session Tracks
  - The Customer and the FutureEnterprise
  - FutureEnterprise Service Quality Tools
  - Leadership in the FutureEnterprise
  - Service Quality Case Studies and New Concepts

Pre- / Post-Conference Courses
  - Sept. 13-14 Implementing Service Quality from Strategy to Delivery
  - Sept. 17-18 Transcending the Transaction
  - Sept. 17-18 Quality Function Deployment (QFD) for Service
  - Sept. 17-18 Benchmarking for the Competitive Edge


To register for the conference or the pre- / post-conference courses
call ASQ at 800-248-1946 or 414-272-8575.

Conference registration.
ASQ Member $445.  Non-member $495.

Call ASQ for prices of individual courses as well as course and
conference combo packages.

For hotel reservations contact the hotel directly.
Sheraton Colorado Springs, 2866 South Circle Drive,
                           Colorado Springs, CO 80906
                           729-576-59000

Service Quality Division of the
American Society for Quality (ASQ)


Paula Repka
e-mail: asqc-sid@quality.com
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