Conference Agenda - Track A

Day 1 - Wednesday, March 14, 2012
Quality Tools for Innovative Products

8:00

Registration

9:25

Chair’s opening remarks
Gordon Masiuk, President, Masiuk Consulting Services Ltd. Calgary Canada

9:30

Improving Product Quality in New Product Development

  • Understand what NPD factors affect product quality
  • Understand what companies can do to improve these factors in their organizations
  • How to deal with the emotional response of change and manage change in the organization

John Holmes, DBA, PE, Engineering Manager, General Electric

10:10

Capturing the Mind and Voice of Your Customer

  • An easy-to-understand, step-by-step method for defining what customers desire
  • An excellence framework that balances customer and enterprise values
  • A  jargon-free language that eliminates ambiguity
  • Tools to:
    • Differentiate three roles a customer can play in any context
    • Discover whether the customers with the most power have it appropriately
    • Identify the priorities that are and are not measured

Robin Lawton, Customer Strategist, International Management Technologies

11:30

Coffee break

11:45

Use of Visualization Tools and Techniques to Achieve Quality – Affordably

  • Gain an understanding of how a “closed loop” dimensional engineering process works as part of an overall quality management improvement program.
  • Learn how such a process enables users to achieve the optimum balance between quality, cost and time.
  • With real-life examples, understand the role of simulation and tolerance analysis in meeting quality requirements while meeting budget and turnaround constraints.
  • Obtain the knowledge to achieve quality goals while improving your top and bottom lines.

Richard Rots, New Business Development and Project Manager, Dimensional Control Systems Inc.

12:30

Lunch

2:00

Efficient and Effective Experimentation for New Product Development and Innovation

  • Review efficient experiments to identify factors influencing NPD and innovation
  • Identify the relationships among factors and optimal settings
  • Discuss uncontrollable factors and their effect on a manufacturing process.
  • Present evolutionary operation and its use for continuous manufacturing processes

Connie M. Borror, Ph.D., Professor, Mathematical and Natural Sciences, Arizona State University

2:50

Achieving WOW: Using the Innovation Roadmap

This session entertains, enlightens and equips you to WOW customers. You will leave with:

  • The 7 principles for innovation success
  • The roadmap to apply customer-centered (and competitor envied) innovation
  • Keys to avoiding your customer dissatisfaction
  • The #1 attribute any service or product innovation must include

Robin Lawton, Customer Strategist, International Management Technologies

3:40

Coffee break

3:55

Case Studies in Continuous Quality Improvement

Three case studies involving operations and manufacturing environments discussing:

  • How these three initiatives were identified
  • How the improvement methodology was customized for each situation
  • What was needed to get the initiatives started
  • How the analytical tools were used to analyze the data
  • How the improvements were implemented and measured
  • What the impacts were to the bottom line

Gordon Masiuk, President, Masiuk Consulting Services Ltd. Calgary Canada

4:45

Questions and wrap-up session

5:00

Close of Day 1

Return to Main Conference Agenda

About the Chair

Gordon Masiuk, President, Masiuk Consulting Services Ltd. Calgary Canada
Gord Masiuk (BA Economics) President – Masiuk Consulting Services Ltd. www.business-performance-excellence.ca Gord is a seasoned management consultant, has held senior and executive leadership positions and designed and led numerous continuous quality improvement initiatives over the last 24 years. Gord has consulted in 10 different industries including oil and gas, forest products, gas transmission, government, wholesale, retail and distribution, utilities, aerospace, and professional services. He is a former VP of Organizational Effectiveness and Human Resources, was the past chair of the Alberta Quality Management Coordinator's Forum, has authored the TQM Referenece Guide for the Alberta Government, and organized 2 TQM Symposiums in Edmonton, Alberta, Canada. An article titled "Aligning Quality Management With Company Strategy" will be published in the February 2012 issue of Banas Qualidade (BQ) Magazine, a leading Quality Management publication from Brazil. Gord is a senior member of the Amercian Society for Quality, and has presented at over 20 conferences, including the Quality Expo hosted by UBM and ASQ in Chicago on September 20, 2011.

About the speakers

John Holmes, DBA, PE, Engineering Manager, General Electric
Dr. John Holmes is an engineering manager for General Electric Oil and Gas. He has been an electrical engineer and engineering manager since 1985 in small, medium and large corporations, working in new product development. In that time he has published several papers, received 18 US patents and been awarded several international patents. Dr. Holmes also has twelve years of part time teaching experience in the Purdue system.

Dr. Holmes received his doctorate from Northcentral University in engineering management and holds a BS degree from Purdue, an M.S. degree from Indiana State University and an MBA from Sullivan University. He is also an ASQ Certified Reliability Engineer and a registered Professional Engineer in Indiana.

Robin Lawton, Customer Strategist, International Management Technologies
Robin Lawton is an internationally recognized expert in creating rapid strategic alignment between enterprise objectives and the voice of the customer. He has world-class methods for improving customer focus and customer satisfaction, while inspiring employees at all levels. Rob is president of International Management Technologies, Inc., which he founded in 1985. Mr. Lawton coined the term "customer-centered culture" (also known as C3) in his 1993 best-selling book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed (5-star rated at Amazon).

Richard Rots, New Business Development and Project Manager, Dimensional Control Systems Inc.
New business development & project manager of Dimensional Control Systems, Inc. (DCS), Richard (Rick) Rots has 27 years of manufacturing, dimensional management, product design, sales/marketing, and customer relations experience. In his current position, he is involved in all facets of the company's sales, marketing, and operations.

Prior to joining DCS in 1997, Rots served in progressively more demanding engineering and project management roles for companies that included Fetz Engineering, General Motors Corporation (Midsize Car Division), and FEC Inc. While with Fetz Engineering, he was a key member of the product design and launch team for what was deemed "the most successful heavy-duty truck launch" for Volvo/American Sunroof Corporation (ASC). In all of these positions, Rots coordinated geometric dimensioning & tolerancing (GD&T), variation analysis and dimensional management.

Rots has a bachelors of science degree in electrical/mechanical engineering from the Division of Engineering Technology at Wayne State University in Detroit. He earned an associate's degree in Applied Science in Engineering Technology from Macomb Community College, where he was also awarded a Certificate in Industrial Engineering.

Connie M. Borror, Ph.D., Professor, Mathematical and Natural Sciences, Arizona State University
Dr. Borror is a Professor in the Mathematical and Natural Sciences Division at ASU. She received her PhD in Industrial Engineering from Arizona State University in 1998. Her research and project interests include design of experiments, response surface methods, measurement systems analysis, and statistical process control. She is a Fellow of the American Statistical Association and the American Society for Quality.