ASQ Section 0511 March 2024 Meeting Announcement

Wednesday, 13 March 2024, 7 p.m. – 8 p.m.

"Listening to the Customer"

Program Content:

Our section will be providing a video presentation made at last year’s Quality Management Division presented by Sandra L. Furterer and Douglas C. Wood.

This talk will show how the voice of the customer is crucial for success and some tools to do it right.
This webinar is for you if you are:
- Quality manager
- Quality engineer
- Business analyst
- Data Scientist
In this informative 45-minute webinar, you will learn:
- Why knowing the true voice of the customer is essential
- Some steps and tools to collect and use customer input
- The pitfalls of voice of the customer collections

Things to remember:

ASQ Section 0511 Meeting Events carry an award of 0.1 Recertification Units (RUs).
Participation will be via video conference.
The video is about 40 min with a discussion following.
We hope that you will be able to attend this very interesting session and join us in a discussion at the end

Speakers Background:

Sandra L. Furterer

Greetings! I'm a Professor of Practice in the Integrated Systems Engineering Department. I've applied Lean Six Sigma, Systems Engineering, and Engineering Management tools in healthcare, banking, retail, higher education and other service industries, and achieved the level of Vice President in several banking institutions. I previously managed the Enterprise Performance Excellence center in a healthcare system. I am a Fellow in the American Society for Quality (ASQ). Before joining Ohio State, I was a tenured Associate Professor at the University of Dayton in the Engineering Management, Systems and Technology Department. I received my PhD in Industrial Engineering with a specialization in Quality Engineering from the University of Central Florida in 2004. I received an MBA from Xavier University, and a Bachelor and Master of Science in Industrial and Systems Engineering from The Ohio State University.

Expertise

I have over 25 years of experience in business process and quality improvements. I am an ASQ Certified Manager of Quality / Organizational Excellence, a Certified Six Sigma Black Belt, a Certified Quality Engineer, a Certified Manager of Quality / Operational Excellence, an ASQ fellow, and a certified Six Sigma Master Black Belt. I have published 9 textbooks in the areas of systems engineering, lean six sigma, design for six sigma and quality engineering methods and tools, as well as 6 textbook chapters, with the latest being a Lean Systems in Engineering Management chapter in the 6th edition of the Maynard Industrial Engineering Handbook. I have published 21 peer-reviewed research articles, 39 peer-reviewed conference proceedings, and presented 8 invited presentations and panels, and 98 conference presentations.

My research and teaching interests include systems engineering modeling, lean six sigma, leadership and diversity, and change management.

Douglas C. Wood

Doug Wood has taught over 100 classes in Root Cause Analysis, Performance Measurement, preparation for ASQ certifications in quality management, Audits, and engineering, Lean, Six Sigma, Cost of Quality, Statistics, Failure Modes and Effects Analysis, as well as Inspection and Supplier Quality Control. His educational approach is one that provides interesting and applicable stories to show why the key points in the class are important. His classes go beyond providing tools and when/why to use them, but also how tools and approaches fit in context, and providing supporting material references for further learning.

Doug has been an examiner with the Kansas and the Missouri quality awards, and co-edited the Certified Manager of Quality/ Organizational Excellence Handbook 5th Edition (ASQ Press, 2021). He authored "The Executive Guide to Understanding and Implementing Quality Cost Programs", (ASQ Press 2007); edited "Principles of Quality Cost: Financial Measures for Strategic Implementation of Quality Management" 4th ed. (ASQ Press 2013). Doug's firm, DC Wood Consulting LLC, has worked with clients in manufacturing, healthcare, and transactional businesses. He has more 30 years of experience in industrial engineering and quality.

He has made the following presentations: 1) Measuring the Cost of Quality: How to Collect the Right Data and use it to Demonstrate the Full and Positive Impact of Quality Improvement Projects. (Co-presented with Dr. Gaurav Sharma, Henry Ford Hospital System) Lab Quality Confab, New Orleans, LA, USA, 2015. 2) When Your Hospital CFO Asks: How We Show Our Lab's Gains from ISO 15189 and QMD Programs. (Co-presented with Cheryl Wildermuth, Avera McKennan) Lab Quality Confab, New Orleans, LA, USA, 2014. 3) Office Cost Sinkholes: Measuring and Eliminating Waste. ASQ World conference on Quality and Improvement, Dallas, TX, USA, 2014.

Registration Link:

There is no charge to attend. To register, please use our on line reservation form which can be used up to the day of the meeting. If your plans change, please contact dba24@asq0511.org, and let us know.

Webinar Link / Meeting Instructions:

6:00pm – 7:00pm — Section Leadership Committee meeting

recurring meeting

Join by a direct meeting link: https://asq.webex.com/asq/j.php?MTID=mf9eacfe383eb679d2189a2bc3466debf
Join by meeting information (requires entering the password):

https://asq.webex.com/asq

Join from a mobile device (attendees only)

1-408-792-6300,,25587315440##

Join by phone:

7:00 pm – 8:00 pm — Monthly Membership Meeting

monthly members meeting

Joining by a direct meeting link: http://asq.webex.com/asq/j.php?MTID=md93caddd235e416487441ac32e9a4362
Join by meeting information (requires entering the password):

https://asq.webex.com/asq

Join from a mobile device (attendees only)

1-408-792-6300,,25534439155##

Join by phone:

April 2024 Member Meeting Information:

The April 2024 member meeting is currently open. if you are interested in conducting a Quality Matters Round Table on a technical subject or have a presentation that would be of interest to the Section, please contact the Section Chair at chair24@asq0511.org

About Us:

ASQ Section 0511 is a geographic community in Northern Virginia that lives intertwined with the network of ASQ Divisions and technical communities specializing in specific quality domains and supporting ASQ Certifications in their domains. Its members have tremendous cumulative experience across multiple industries, companies, and government agencies. Any single one of you in our ASQ Section is a formidable source of takes, opinions, and lessons on a number of Quality Matters.