Agenda

 


2008 Best Practices
Pre-Conference Workshops
Preliminary Agenda
Conference attire is business casual
 Click here for a Print Version of the Agenda
Monday 15 SEPTEMBER
 PRE-CONFERENCE WORKSHOPS
Workshop 1: Jump Starting into TL 9000
Moderator: Sue Clancy, BIZPHYX
13:30 – 15:00 Jump Starting into TL 9000
Presenters: Karen Rawson, SAI Global and Bob Clancy, BIZPHYX

Jump Starting a TL 9000 Initiative: Tools, Tips and What it Takes to be Successful. Looking to Jump Start your TL 9000 program? Gotten started, but need a boost? We can help! Includes presentations from experts who offer practical guidance on how to implement TL 9000.
15:00 – 15:15 Break
15:15 – 16:00 Testimonials, Tips & Tools, Basic Registration, Measurement Repository and Web Operations Systems
16:00 – 16:30 Question & Answer Session
Workshop 2: Improving Processes
Moderator: Belle Kipping, Cisco Systems
13:30 – 14:30 Using the Standard Outage Template System (SOTS)
Presenter: Belle Kipping, Cisco Systems

Discuss the use of the newly revised R4.0 template for reporting outages by service providers to their suppliers and by suppliers to analyze and produce their processed outage measurement data.
14:30 – 14:45 Break
14:45 – 15:30 QuEST Forum Website Improvements
Presenter: Richard Morrow, University of Texas at Dallas

Join us for an overall QuEST Forum tour including the TL 9000 site. See the changes and improvements to enhance member satisfaction.
15:30 – 16:30 Project Oriented Software Development Assessments
Presenter: Dave Sanicola, Desara Group

This talk describes Assessing Software Development organizations for TL 9000 compliance and effective implementation.
Workshop 3: Making the Most of Your Membership
Moderator: Art Morrical, Alcatel-Lucent
13:30 – 15:00 Performance Data Reports and Benchmarking
Presenters: Ken Koffman, BigBand Networks
Tom Yohe, Telmar Network Technology
15:00 – 15:15 Break
15:15 – 16:30 Member Introduction to QuEST Forum: Making the most of your membership
Presenter: Jennifer Simcox, BIZPHYX

What is QuEST Forum all about? Join us for a member orientation
Workshop 4: Customer Satisfaction Challenges
Moderator: Noah Grayson, Walker
13:30 – 15:30 Top Challenges in Customer Satisfaction Programs
Presenter: Noah Grayson, Walker

Representatives from Walker will share the findings of over three years of data citing the top challenges companies encounter in executing customer satisfaction and loyalty programs. They will also provide examples of innovative programs and best practices that have successfully addressed these issues.

Workshop Day Ends—Enjoy your evening in Denver, Colorado

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2008 Best Practices
Conference
Preliminary Agenda
Conference attire is business casual
 Click here for a Print Version of the Agenda
Tuesday 16 SEPTEMBER
 BEST PRACTICE CONFERENCE (Day 1)
07:00 Registration & Breakfast
08:00 Welcome & Opening Remarks
08:15 Keynote Presentation: Breakthrough Performance
Tom Stanton, Chief Executive Officer, ADTRAN
09:00 Executive Presentations:  Quality is a Quest: Measuring supplier and internal performance for continuous improvement
Andrew E. Jones III, AVP, Global Strategic Sourcing (IT), AT&T
 Making TL 9000 Work For Your Organization
Tanya Penny, Chief Procurement Officer, Verizon
10:00 Break
10:20 Executive Presentations: Influence of Third Party / Commercial-Off-the-Shelf (COTS) Hardware and Software on Quality Management
Dave Ayers, VP, Leader of Common Engineering, Nortel
Lew Feucht, Chief Quality Officer, Worldwide Operations, Sun Microsystems
Horia Leonescu,VP of Quality Management, Emerson Power Network
11:20 Executive Presentation: Putting TL 9000 Measurements in Action
Pierre Cyr, VP, Global Quality & Customer Satisfaction, Alcatel-Lucent
11:50 Lunch
13:00 Keynote Presentation: Evolving Networks For The Connected Experience
Rod Naphan, VP of Product and Strategic Planning, Fujitsu
13:50 Concurrent Presentations
   
Session 1		  
Session 2
Audit Management System
Dave Miller, Quality Manager, Motorola 		“Take-Home” Tool: An Agile-Developed, Web-Based System to Test and Record Employee Knowledge of Their Processes
Carl Vogel, Internal Quality and Productivity Consultant, Ulticom, Inc.
An Efficient, Integrated TL 9000-CMMI-EMS Audit Program
David Smith, Distinguished Member of Technology Team, Alcatel-Lucent 		Enhancing Software Patch Quality through Process Improvements
Ramesh KN,PMP, Group Project Manager, Infosys Technologies Limited
The Value of Internal Auditing Using the Process Approach
Frank Sidorowicz, TL 9000 Program Director, Orion Registrar, Inc. 		A Statistical Model to Ensure High Quality Transitioned Work
Qazi Ilyas, Quality Senior Manager, Alcatel-Lucent
15:20 Break
15:40 Concurrent Presentations
   
Session 3		  
Session 4
Supply Chain Sustainability through Collaborative Innovation
Stephen Bernard, PMP, C.P.M. Supply Chain Sustainability, Program Manager, Supply Chain and Fleet Operations,
AT&T Services, Inc
Bob Boyle, Co-Lead, Global Strategic Sourcing - Energy & Environment, Supply Chain and Fleet Operations AT&T Services, Inc.
Matthew Wilson, PhD,
Client Development Manager and Principal Consultant, CH2M HILL
Quality Improvement in Outsourcing Model
Niraj Agarwal, Business Manager,
Infosys Technologies Limited, India
Benefits and Use Control Charts to Analyze TL 9000 and Process Metrics
Diana Fiddick, Vendor Manager II, EMBARQ Logistics
Using Lean Six Sigma to Drive ROI in your TL 9000 QMS
Bob Clancy, Vice President, BIZPHYX
Mike Pope, Director of Quality, Hutton Communications
17:10 End of Day
18:30 Evening Event—NETWORKING DINNER at MILE HIGH STATION

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2008 Best Practices
Conference
Preliminary Agenda
Conference attire is business casual
 Click here for a Print Version of the Agenda
Wednesday 17 SEPTEMBER
 BEST PRACTICE CONFERENCE (Day 2)
07:00 Registration & Breakfast
08:00 Convene & Welcome
08:05 Keynote Presentation  “Distributed System Complexity & Quality: Possible?”
Amador Lucero, VP of Network Operations, Qwest
08:45 Transition
08:50 Concurrent Presentations
   
Session 5		  
Session 6
Health Index for Sustenance Projects based on TL 9000 Metrics
Pranay Mishra, Lead Executive – Quality Aricent 		The Role of ADKAR Strategic Change Management Model in Deploying TL 9000 Standard & Best Practices
Albert Kafka, Head of IT/MIS and QMO,
Netcom Africa
Using ERI to Correlate Early Life Reliability to Manufacturing Data
Lester Wollman, Data Analyst / Statistician, Symmetricom 		Applying SOA to IT Program Management - Blueprint for a Service Delivery Framework
Rajeev Z Kozhikkattuthody, Architect, Tata Consultancy Services Limited
Product Quality Metrics and Maintainability Measurement
Saurav Kanthi Chandra, Technical Architect, Infosys Technologies Limited 		CMMI and ISO 9001/TL 9000 Integration and Automated Audit Program Management
Han Daphne Yan, Quality Engineer, Nortel
10:20 Break
10:45 Concurrent Presentations
   
Session 7		  
Session 8
TL 9000 Measurements Automation for Accuracy and Consistency
James Hudec, Manager, TL 9000 Measurements and Data Delivery,
Cisco Systems 		Consolidation of Nortel QMS and TL 9000 Registrations
Michel Lefebvre, Reliability Engineer, Nortel Networks
Desktop Intelligence Tool for TL Measurements
Alice Woo, Quality System Manager, Juniper Networks 		Achieving Improvements Through Quality Processes With An Existing Tool
Dennis Smith, VP Quality, KMM Telecommunications
Improving the Data Quality in your Data Warehouse
Dinesh Gupta, Senior Consultant - BI Practice, Tata Consultancy Services Limited
Anup Ray, Senior Consultant - BI Practice,
Tata Consultancy Services Limited
David Whittington,Director of Enterprise Data Services,
AT&T 		Getting Excited About Management Review with Management Rigor
Joe Kunzer, Senior Manager,
Quality Assurance, Tellabs, Inc.
12:15 Lunch
13:20 Concurrent Presentations
   
Session 9		  
Session 10
An Effective Repair Supplier Report Card
Tom Yohe, Quality Director, Telmar Network Technology 		Improving Mobile Handset Quality
Lynn Nicholson, Director Supply Chain Quality Engineering, AT&T
Optimization of the Management of an Extended Supply Chain by Integration of TL 9000 Measurements into the Management System
Christopher James, Vice President Quality Assurance, tii Network Technologies 		A New Paradigm for Quality of Service Management in Broadband Access
Jonathan Kline, Senior Product Line Manager, Alcatel-Lucent
The Data Never Sleeps: How Sun Drives Quality Improvement
Lew Feucht, Chief Quality Officer, Worldwide Operations, Sun Microsystems, Inc. 		Establishing an Effective Quality Policy
Eileen Healy, President & CEO
Healy & Co
14:50 Break
15:15 Panel Discussion:
Partnering That Works: TL 9000 Measurement Success Stories
David Hsiao, Cisco Systems; Beth Ford, AT&T;
David Heinzelmann, Motorola; Mark Criscione, Motorola;
Jessica Bennett, Verizon
16:45 Panel Discussion:  SOTS as a Partnership
Belle Kipping, Cisco Systems
Joan Lynn, TELUS Communications
17:15 Closing Remarks and Adjourn

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2008 Best Practices
Conference
Work Group Agenda
Conference attire is business casual
 Click here for a Print Version of the Agenda
Thursday 18 SEPTEMBER
 Work Group Meetings
08:00 – 17:00 Registration
07:00 – 08:00 Continental Breakfast
08:00 – 17:00 Global Work Group

Oversight Work Group

TBE Work Group		 (Please note: Lunch is “on your own”)

 

Friday 19 SEPTEMBER
 Work Group Meetings
08:00 – 17:00 Registration
07:00 – 08:00 Continental Breakfast
08:00 – 15:00 IGQ Work Group (Please note: Lunch is “on your own”)

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