ASQ Section 0511 August 2012 Meeting Announcement

Wednesday, 15 August 2012

updatedQuest Diagnostics Nichols Institute

updated14225 Newbrook Drive, Chantilly, VA

updatedDirections to the Meeting

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Driving the Customer Experience Using Quality

John Goodman, Vice Chairman of TARP

John Goodman

Speaker Background:

John Goodman author of Strategic Customer Service and vice chairman of TARP, has agreed to speak to us about "Driving the Customer Experience Using Quality." John is a member of ASQ 0509 and has friends in 0511,

He had a major article in the February 2012 Quality Progress on how Quality should expand its purview to cover the whole customer experience.

He will share his knowledge about how building and applying an enhanced Voice of the Customer to manage the Customer Experience can lead to increased loyalty and maximized profits.

Founded in 1971, TARP has international offices including Washington DC and London. TARP is credited with developing the approach for quantifying the impact of quality on revenue, cost & WOM for companies like Neiman Marcus, Toyota/Lexus, USAA, Cisco Systems and others.



To register for this dinner meeting and presentation at the reduced rate please register by Friday, 10 August 2012 . Cost for dinner is $25.00 per person if reservations are made by the deadline, $30 if otherwise. There is no charge to attend for the presentation only. To register with or without dinner please use our on line reservation form. If your plans change, please contact, and let us know.

Facility Tours::
There may be an opportunity to tour the Quest Diagnostics Nichols Institute. If interested, please indicate so on your response. Tour participants must wear closed toe shoes.


5:30pm - 6:30pm Monthly Board Meeting
6:30pm - 7:00pm Registration & Networking
7:00pm - 8:00pm Dinner
8:00pm - 9:00pm Section Business & Presentation

Meetings are open to all ASQ members as well as to the public.

Next Meeting:
Wednesday, 19 September 2012 - TBD

Call for Speakers!!!
Would you or someone you know like to speak at a future ASQ meeting? We're always looking for volunteers. Be creative! Exercise your public presentation skills! Earn recertification credits! Get a free dinner! Please contact