Day 1 Presentations

Sharon Hill Douglas, Vice President, Human Resources, Chief People Officer
Linking Employee Engagement to Customer Service
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Michael Kannisto, Global Staffing Director, Bausch & Lomb
Measuring and Improving Employee Engagement
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Lawrence Maisel, Managing Partner, DecisionVu
Linking Finance with Growth and Strategic Management
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Understanding Product and Customer Profitability for Improved Financial Performance
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Roy Barnes, Former SVP of Strategic Management and Customer Development, Marriott Vacation Club International, and Principle, Blue Space Consulting
Keynote Address: Implementing Strategy - The Art and Science of Strategic Execution
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David Muscato, Vice President, Customer Service, Nestle Waters North America Inc.
Using Customer Segmentation to Enhance the Customer Experience and Drive Profitability
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Stewart Collins, Global Director, GuestPath, Delaware North Companies
A Service Focus for Standards, Sustainability and Sucess
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Jeff Slater, Senior Productivity Leader, Sonoco
Critical Success Factors for Lean Six Sigma Deployment
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Tom Johnston, Former SVP, Insight and Innovation, Wachovia
Developing Key Customer Feedback Measures and Metrics
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Forrest Palmer, AVP, Performance Management Competencies and Practices
Aligning for Success with a Performance Management Competency Center (PMCC)
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Lisa Hellmann Rhodes, Senior Director of Organizational Development, Gen-Probe
Selecting the Right Measures for Corporate Performance Management
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Howard Rohm, President and CEO, Balanced Scorecard Institute
Building, Implementing and Sustaining Balanced Scorecard Systems
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Michele Seyranian, EVP, Strategic Planning, KeyCorp
Optimizing Strategic Planning for Results
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Ellen Domb, PhD, Editor of TRIZ Journal
Understanding Innovation Tools and Power of TRIZ
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Keith B. Hall, Retired SVP and CFO, LendingTree; Chairman, Audit Committee of the Board of Directors for Electronic Clearing House, Inc. and NewRiver, Inc
Budget Integration and Strategy Execution
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Dennis Koci, Former SVP, Operations, Hilton Hotels Corporation
Performance Management, Making It Work
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Ed Martinez, Former VP, AT&T Finance
Better Measures and Management to Drive Performance in Your Organization
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Tim Reed, Former VP Enterprise Systems, McGraw Hill
Transforming Performance Measurement
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David Sullivan, Former Executive Vice President, Enterprise Chief Leadership, Countrywide Financial
Selecting the Right Measures for Corporate Performance Management
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Day 2 Presentations

Mike Carpenter, Manager, Corporate Planning and Analysis, Millipore Corporation
Incorporating Initiatives and External Benchmarking into the Management Process
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Chris DeVany, President, Pinnacle Performance Improvement Worldwide
Motivating Leaders and Employees to Create Service Culture Excellence
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Zachary Lyons, Consultant, Strategyn
Using Outcome Driven Innovation (ODI) Techniques to Identify Opportunities and Gain a Competitive Advantage
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Cary Hill, Controller, MESA Products, Inc
Common Sense Performance Measurement the MESA Way
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Ed Martinez, Former VP, AT&T Finance
Cascading Organizational and Business Line Priorities through All Levels of the Organization
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Sally Mizerak, President, Performance Drivers, Inc.
Managing Organization Change in Performance Initiatives
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Cate Phillips & Nedra L. Pope, Vice President/Client Officer, Hunter Business Group
Driving Customer Experience to Build Loyalty
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Leveraging Customer Datatoasses the Customer Experience
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Dan Purtell, President, Supply Chain Security Division, First Advantage
Case Study, Improving the Integrity and Reliability of Performance Data
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Tedd Simmons, Former Vice President, General Cable
Selecting and Mobilizing Leaders around Lean Six Sigma
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Jeff Slater, Senior Productivity Leader, Sonoco
Maximizing Lean Six Sigma Running a Successful Kaizen Event
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Dan Smoot, Vice President, Worldwide Customer Service and Support Operations, Cisco Systems
Keynote: Building a Customer-Centric Culture of Performance in Your Organization
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Jason Stults, Scorecard Manager, Reliant Energy, Inc.
Defining and Executing Strategy Using the Balanced Scorecard
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Bob Paladino, Managing Partner, Bob Paladino & Associates, LLC
Developing and Implementing an Office of Strategy Management
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