Edward West, a quality assurance supervisor working in support of the War Reserve Materiel Program, part of DynCorp International’s Global Logistics and Development Solutions Group, will present “Increasing Organizational Focus on Service Quality” at the upcoming 21st Annual Service Quality Conference. The conference is hosted by the American Society for Quality (ASQ) and will take place October 15-16, 2012, at the Hyatt Regency Baltimore in Baltimore, Md.
Increasing Organizational Focus on Service Quality
West’s presentation will discuss the current risks to an organization’s quality program as well as potential solutions such as “management by metrics” and other techniques to create a quality-culture shift within any company such as:
- Speaking the same language
- Achieving stakeholder buy-in
- Return on equity (ROE) for corrective action working groups
- Workforce awareness and energy throughout transformations
- Validating change – communicating improvement at all levels
- The value of praise
With more than 10 years of experience in the government services industry and roles in supply chain logistics, operations management, proposal development, and strategic planning, West will share proven best practices in his presentation.
West honed his experience in the quality arena when, at the request of program leadership, he took over the WRM program improvement project for Quality Management. His recent achievements include implementation of rapid quality management system (QMS) improvements and enhancement of the program’s ISO 9001:2008 certified quality system.
To supplement his work experience, West is also a Certified Quality Auditor for the American Society for Quality and an International Register of Certificated Auditors (IRCA)-registered Lead Auditor for ISO 9001:2008. He also holds a Project Management Professional (PMP) certification and is a Certified Property Professional Administrator for government contracts.
The 2012 ASQ conference aims to educate participants on using service quality to create customer satisfaction and thereby build a strong foundation for future business. In addition to speaker programs, attendees will learn through how-to’s, step-by-step advice, success stories and implementation guidance of specific organizational changes.
This year there are four comprehensive tracks to choose from: 1) Increasing Organizational Focus on Service Quality, 2) Case Studies in Service Quality Improvement, 3) Making Government Service Great and 4) Hot Topics in Service Quality.
ASQ is a global quality community with individual and business members in more than 140 countries. ASQ provides credentials, knowledge and professional development for those in the field of quality improvement.