Title: Numbers don't tell the whole story

Critical measurement processes are necessary to ensure companies capture and utilize feedback from customers, employees, and other stakeholders (such as suppliers, regulatory bodies, and even competitors). This presentation will outline these processes, using case studies from actual programs to illustrate key points. The presentation is designed for all AQC attendees who are responsible for performance metrics at their organizations. Beginners will learn the basic foundation steps necessary to get started. Experienced professionals will learn sophisticated techniques from "Best-in-Class" programs. Quality practitioners who are managing the transition to ISO 9000:2000 revisions will learn what is required in the new regulations. The presenter is a member of ASQ and designs and implements customer satisfaction measurement programs for companies in a wide variety of industries.