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Special Event
Achieving Customer Engagement in Healthcare & Business
October 12 Pre-Conference Workshops
October 13 Conference
Embassy Suites Airport, Bloomington, MN
The Minnesota Council for Quality, in cooperation with the Minnesota Healthcare Quality Professionals, is pleased to announce a special two-day conference this fall: “Achieving Customer Engagement in Healthcare & Business.” The main conference will be October 13, with pre-conferences on October 12. Organizations such as Ritz-Carlton, Mayo Clinic, US Bank, Target Corp, and Children’s Hospitals & Clinics have committed to share how they build relationships with and promote customer engagement. There are six (6) CPHQ CEU's available for the October 13 main conference.
Oct 12 Pre-Conference
| 7:30 - 8:20 |
Registration, Networking, Continental Breakfast |
| 8:30 - 12:00 |
Engage Me: Voice of the Customer Workshop
Slides
Handouts
Facilitated by Bryan Williams of B. Williams Enterprise LLC (formerly of Ritz Carlton)
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Voice of Customer Tools & Techniques for New Business & Product Development -- A Panel Discussion and Workshop
Slides-SMS Overview Slides-Anderson
Slides-Imation Slides-Toro Lifetouch (not provided)
Facilitated by Satisfaction Management Systems
Panelists:
- Sarah Conder, Market Research Project Manager- Andersen Windows. Inc.
- Jessica Walton, Director of Global Brand Management- Imation Corporation
- Robin Gibis, Director of Marketing Information- Lifetouch Inc
- John McPhee. Director of Marketing, Commercial- Toro Corporation
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| 12:00 - 1:00 |
Lunch (for those attending both sessions)
Registration, Networking (for afternoon workshops only) |
| 1:00 - 4:30 |
Engage Me: Voice of the Customer Workshop
Slides
Handouts
Facilitated by Bryan Williams of B. Williams Enterprise LLC (formerly of Ritz Carlton)
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Using Social Media to Build, Cultivate Relationships
Slides
Facilitated by Lee Aase, VP-Social Media at Mayo Clinic and Gary Oftedahl, MD, at Institute for Clinical Systems Improvement
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Cost and registration information are below.
October 13 Conference
| 7:30 - 8:20 |
Registration, Networking, Continental Breakfast |
| 8:20 - 8:30 |
Welcome, Introductory Remarks |
| 8:30 - 9:30 |
Keynote: Culture is the Game: Engaging Customers at Ritz-Carlton
No slides available (proprietary)
Janet Crutchfield, Senior Corporate Director of Quality
The Ritz-Carlton Hotel Company, LLC
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| 9:45 - 10:35 |
Involving Patients and Families in Their Health Care
Slides
Cally Vinz and
Janet Schuerman
Institute for Clinical Systems Improvement (ICSI)
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How the Internet is Changing Customer Engagement Slides
Jay Wardle, Manager Strategic Planning
Target.com |
| 10:40 - 11:30 |
Panel: The Impact of Real Time Point of Care Surveys Slides
Micah Benson,
Quality and Safety Improvement Consultant, Children's Hospitals & Clinics
Charles Lick,
Medical Director, Buffalo Hospital Emergency Department, Allina Hospitals & Clinics
Anne Gibbons,
Director of Guest Relations and Communications, Bethesda Hospital (HealthEast)
Deb Stumm, VP-Quality, Fairview Lakes Health Services
Fairview Health System
Sharon Skoblik, Staff Associate, Minneapolis VA Medical Center
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Using Innovation to Promote Stakeholder and Customer Engagement Slides
Theresa Wagner, Continuous Improvement Facilitator and Innovation Champion
Cargill Kitchen Solutions (formerly Sunny Fresh Foods) |
| 11:30 - 12:55 |
Lunch Keynote:
The Needs of the Patient Come First: Service Excellence at Mayo Clinic Slides
G. Richard Locke, III, M.D., Mayo Clinic Rochester Physician Service Champion
Kimberly K. Illg, Mayo Clinic Rochester Quality Service Strategy Coordinator
J. Alan Fleischmann, M.D. Mayo Health System Physician Service Champion
Patricia E. Dahl, Mayo Health System Service Excellence Administrator |
| 1:10 - 2:00 |
Healthcare Homes Fourth Aim: Customer Engagement Slides
Marie Maes-Voreis
Healthcare Homes
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Tools of Public Engagement at Dover-Eyota Schools
Slides
Bruce Klaehn, Superintendent
Dover-Eyota Public Schools
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| 2:05 - 3:15 |
Panel: Innovative Techniques in Voice of the Customer Slides
Tessa Billman, Family Coordinator, Children's Hospitals and Clinics of Minnesota
Camie Melton Hanily, Director of Communications, Eden Prairie Schools
Jay Wardle, Manager Strategic Planning, Target.com
Theresa Wagner, Continuous Improvement Facilitator, Cargill Kitchen Solutions
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| 3:20 - 4:20 |
Keynote: Achieving Customer Advocacy at US Bank through Technology, People Slides
Howell "Mac" McCullough, Executive Vice President, Chief Strategy Officer
US Bancorp
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| 4:20 - 4:30 |
Closing
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Costs
- Cost for one Oct 12 pre-conference workshop is $125 (member of MCQ or MHQP), $200 for members of our partners, or $250 non-members.
- Cost for both Oct 12 workshops is $200 (member), $300 for members of our partners, or $400 non-members.
- Cost for full-day main conference Oct 13 is $200 for members, $300 for members of our partners, or $400 non-members.
- Cost for both days (Oct 12-13) combined is $350 for members, $550 for members of our partners, or $700 for non-members.
Registration
To register for workshops and/or the conference, email brian.lassiter@councilforquality.org, with:
* Name
* Organization affilitation
* Membership status (in MCQ or MHQP)
* Event preferences: Pre-conference preferences (pick two of four workshops) and/or full conference
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