Date: February 27, 2008
Time: 8:00 a.m - 5:00 p.m
Location: Paradise Point Spa & Resort, San Diego , CA
Hotel Reservations: Contact Annette Ross at 1-800-344-2626 and request the CSU Group Rate

KEYNOTE SPEAKER: Robin Lawton

Best-selling book: Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed.

The CSU Quality Improvement Symposium brings together quality improvement professionals from CSU campuses, universities from the western region and other public/private sector organizations. It provides a unique opportunity to learn from and network with, a diverse pool of individuals who share the common goal of bettering their organizations’ service and product offerings. The highlight of the event is a keynote address by a recognized champion of quality improvement. This year, we are proud to present Mr. Robin Lawton as the keynote speaker. Mr. Lawton has over 25 years of experience directing innovative leadership in both public and private organizations and has been a featured presenter at international and domestic conference sponsored by the U.S. Chamber of Commerce, American Management Association and American Society for Quality among others.

Mr. Lawton is a provocative, humorous and engaging speaker. He was recently ranked #1 out of 88 speakers at the 2007 ASQ World Quality Conference.  More information »

• Keynote Topic
• 8 Dimensions of Excellence: Aligning Strategy, Measures and Customer Priorities
 

In this presentation you will be stimulated and equipped to understand why we measure the things we do, what we really should measure, and who to do the improvement and measuring for. It will help you better frame and meet strategic objectives, satisfy the Baldrige Award criteria, create a customer balanced scorecard, and integrate existing change initiatives.

• Breakout Session Topic:
  • The 12 Voices of the Customer
   

  This humorous but high-content presentation interactively shows you how to uncover what customers care most about. Significantly strengthen your product design work, Six Sigma initiative, satisfaction surveys, and other efforts aimed at business growth and competitive position. Customers often don’t tell you their highest priorities, yet they’ll hold you accountable for knowing and satisfying them.

Past attendees have included:

• System executives
• University presidents and vice presidents
• Finance and human resource directors and managers
• Public safety, risk management, and parking administrators
• Procurement officers
• Institutional research directors
• Student health and services professionals
• Auxiliary organization managers