THE
PERFORMANCE
CONFERENCE
                                                                                      2009
Meas...
WHAT IS THE
PERFORMANCE CONFERENCE?
        Business executives gather to explore the latest innovations and best practice...
LETTER FROM THE
                                                  CONFERENCE CHAIRS
Dear Colleague:

The mortgage crisis, ...
AGENDA
AT-A-GLANCE
    Pre-Conference Seminars: Monday, May 4, 2009
     8:00     Pre-Conference Seminar Registration & Co...
AGENDA
                                                                                                     CONTINUED
Day ...
PRE-CONFERENCE
SEMINARS
Monday, May 4, 2009

    Pre-Conference Seminars are hands-on, interactive sessions with specially...
PRE-CONFERENCE SEMINARS
                                 CONTINUED
                                                       ...
DAY
ONE
Tuesday, May 5, 2009

       7:30
       Registration, Exhibits & Continental Breakfast

       8:30
       Welcom...
TRACK
                                                                                     OVERVIEWS
TRACK A: MEASURES AND...
DAY ONE
CONTINUED
Tuesday, May 5, 2009
CHOOSE TRACK A, B, C, D OR E:


         9:30                                      ...
DAY ONE
                                                                                     CONTINUED
                   ...
DAY ONE
CONTINUED
Tuesday, May 5, 2009

     11:00                                                                   1:00
...
DAY ONE
                                                                                   CONTINUED
                     ...
DAY
TWO
Wednesday, May 6, 2009
       7:30
       Continental Breakfast & Exhibits

       8:30
       Opening Remarks by ...
TRACK
                                                                                     OVERVIEWS
TRACK F: APPLY METRIC...
DAY TWO
CONTINUED
Wednesday, May 6, 2009
CHOOSE TRACK E, F, G, H, I OR J:

         10:45                                 ...
DAY TWO
                                                                                            CONTINUED
            ...
DAY TWO                                                                     2:30
                                         ...
POST-CONFERENCE
                                                                       WORKSHOPS
                         ...
POST-CONFERENCE WORKSHOPS
CONTINUED
Thursday, May 7, 2009
     9:00
                                                      ...
THE PERFORMANCE CONFERENCE
                                                    EXPO 2009
       Showcasing the Latest Mana...
LOGISTICS &
     In-House Training
                                                                           REGISTRATION...
LOGISTICS &
                                                                                                              ...
www.ThePerformanceConference.com
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  1. 1. THE PERFORMANCE CONFERENCE 2009 Measures, Metrics and Management Systems to Improve Organizational Performance and Profitability MAY 4-7, 2009 | ORLANDO, FL FEATURING TEN COMPREHENSIVE TRACKS: Measures and Metrics for Performance Management | Measure and Improve Employee Performance | Link Lean Six Sigma Methods to Strategy | Effectively Manage Business Intelligence | Essentials of Customer Management | Apply Metrics to Manage Performance | Foster and Promote a Performance Culture | Maximize Lean Six Sigma Tools | Incorporate Effective Business Analytics Improve the Customer Experience Where Leaders in Performance Management Gather to Share Ideas, Best Practices and Strategies www.ThePerformanceConference.com www.ThePerformanceConference.com 1
  2. 2. WHAT IS THE PERFORMANCE CONFERENCE? Business executives gather to explore the latest innovations and best practices in performance management and process improvement initiatives at the annual Performance Conference. The Performance Conference is led by speakers from the upper echelons of performance-based companies and organizations, focused on performance management systems, measures and metrics, employee performance and project management. By putting delegates in the room with the best in class in performance management and measurement professionals, The Performance Conference seeks to drive results and improve organizational performance and profitability. Who Will Be at The Performance Conference? TITLE • All C-Level Executives • Vice Presidents • Managers • Presidents • Directors • Analysts … and anyone involved in the planning, development and management of organizational performance. FUNCTION • Strategic Planning • Information Technology • Sales/Business Development • Human Resources • Customer Management • Finance • Marketing/Research/ Product Development • Operations INDUSTRY • • Education • Financial Services Technology and Telecommunications • Automotive and • Retail/Consumer Goods Transportation • Healthcare and • Travel, Hospitality and Pharmaceuticals Entertainment • Energy and Utilities • Industrial Manufacturing Achieve Your Enterprise Objectives through Comprehensive Performance Management 2 The Performance Conference 2009
  3. 3. LETTER FROM THE CONFERENCE CHAIRS Dear Colleague: The mortgage crisis, a weak dollar, low consumer confidence, inaccurate forecasts – the difficulties of the current eco- nomic landscape are clear. Over the last year, many organizations have reported serious drops in profitability. Most businesses understand how to survive in these kinds of economic conditions: budget cuts, re-evaluate hiring initiatives and invest more energy into sales efforts. Whether you call it a downturned economy, a “credit crunch” or a recession, the truth is that all industries have felt the impact. In an economic downturn, organizations too often make hasty business decisions influenced by an immediate need. Instead, organizations that utilize long-term planning help position themselves for success when riding out economic hardships. In a downturned economy, the role of performance management is more important than ever to improve operational efficiencies, cut costs and improve profitability. Performance management enables more effective man- agement by delivering a complete view of operations and processes and provides greater clarity and insight into your organization’s profitability, customers, operations and financial stability. To enhance your own efforts to define, implement and advance performance improvement strategies during a down- turned economy, you are invited to join leaders in organizational performance at The American Strategic Management Institute’s Performance Conference 2009, May 4-7, 2009 in Orlando, FL. At this national event, you will learn how to define and execute strategies within your organization that align with corporate goals and drive performance across all key business functions, including finance, workforce and operational performance. We will take a look at the various performance management and business intelligence solutions that provide valuable information and data as predictive indicators to increase sales, optimize inventory levels, reduce costs, improve profitability and spot relationships with customers that could lead to more business opportunities. Unlike any other event, The Performance Conference will focus on the challenge of aligning strategy with measures to achieve your enterprise objectives through comprehensive performance management. While everyone is looking for a way to improve their sustainable market advantage, a new differentiator has emerged: the purposeful management of service excellence. Ensure that employees know what is expected of them by commu- nicating how their business unit goals and objectives relate to overall organizational strategy. Achieve higher levels of performance through proper measurement and support, and establish “line of sight” performance reporting to instill accountability and transparency for progress. By creating, designing and executing memorable service excellence, you will build positive customer and employee relationships resulting in solid revenue growth in economic hardships. The nation’s leaders in performance management will be on hand for The Performance Conference 2009. Join them and you will emerge with powerful lessons and tools for driving real and immediate performance improvements in your organization. I look forward to seeing you in sunny Orlando! Best Regards, Stephanie Donaldson Roy Barnes Vice President of Education Former SVP of Strategic Management and Customer Development American Strategic Management Institute Marriot Vacation Club International President, Blue Space Consulting www.ThePerformanceConference.com 3
  4. 4. AGENDA AT-A-GLANCE Pre-Conference Seminars: Monday, May 4, 2009 8:00 Pre-Conference Seminar Registration & Continental Breakfast 9:00 SEMINAR A SEMINAR B SEMINAR C Balanced Scorecard Fundamentals: Build and Budgeting and Forecasting: Beyond Lean Six Sigma Design Your Scorecard Budgeting: Create Your Roadmap for Change White Belt Certification 4:00 Seminars Adjourn *Lunch will be provided. Day One: Tuesday, May 5, 2009 7:30 Conference Registration, Continental Breakfast & Exhibits 8:30 Welcome Address and Opening Remarks by Chairperson 8:45 KEYNOTE ADDRESS Convert Strategy Into Action through Performance Management TRACK A TRACK B TRACK C TRACK D TRACK E Measures and Metrics for Measure and Improve Link Lean Six Sigma Effectively Manage Essentials of Customer Performance Management Employee Performance Methods to Strategy Business Intelligence Management 9:30 Connect Strategic Develop an Appraisal Align Lean Six Sigma with Design Integrated Develop Key Customer Planning and System to Manage, Overall Organizational Business Metrics to Feedback Measures and Organizational Results to Measure and Improve Strategy Maximize Performance Metrics Performance Management Employee Performance 10:30 Break in Exhibit Hall 11:00 Formulate, Align and Track the Effectiveness Build Key Infrastructure Use Performance Utilize Customer Data Integrate Performance of Your Organization: for a Successful Lean Six Modeling and Dashboards to Assess the Customer into Your Business Measuring What’s Sigma Deployment to Link Strategy to Experience and Drive Strategy Important Operations Innovation 12:00 Networking Luncheon & Exhibit Hall 1:00 Select the Right Measures Connect Employee Select and Mobilize Drive Business Value by Use Customer for Enhanced Corporate Engagement and Leaders Around Six Sigma Effectively Managing Your Segmentation to Enhance Performance Performance to Customer Initiatives BI Program the Customer Experience Satisfaction and Drive Profitability 2:00 Break in Exhibit Hall INTERACTIVE SESSIONS 2:30 Strategy Mapping: Increase Performance Innovation: Understand Assess Your BI Maturity: Build a Customer-Centric Bridge the Gap Between through Talent the Tools and Power of Take BI to the Next Level Culture of Performance in Performance Strategy and Management and TRIZ Your Organization Execution Succession Planning 4:30 Networking Cocktail Reception 5:30 Adjourn Top 10 Reasons to Attend 1 2 3 4 5 AMPLIFY the DRIVE a PERFECT Your DEVISE ENHANCE Your Performance of Customer-Centric Performance Measures for Your Performance Your Employees Culture in Your Reporting Organizational Management Organization Goals System 4 The Performance Conference 2009
  5. 5. AGENDA CONTINUED Day Two: Wednesday, May 6, 2009 7:30 Continental Breakfast & Exhibits 8:30 Opening Remarks by Chairperson 8:45 KEYNOTE ADDRESS The Art of Change Management 9:30 Lead a Performance Management Culture in a Complex Organization 10:15 Break in Exhibit Hall Track F: Track G: Track H: Track I: Track J: Apply Metrics to Manage Foster and Promote a Maximize Lean Six Incorporate Effective Improve the Customer Performance Performance Culture Sigma Tools Business Analytics Experience 10:45 Boost the Bottom Line: Develop a Performance Use Voice of the Customer BI Performance Drive the Customer Use Metrics to Manage on Management System to Techniques to Gain a Dashboards: Measure, Experience to Build Demand with Practical Manage and Track Competitive Advantage Monitor, and Manage Customer and EPM Solutions Your Business Employee Loyalty Performance 12:00 Networking Luncheon & Exhibit Hall 1:00 Dashboard Design: Cascade Organizational Lean Tools: Understand Gather and Interpret Move from a Corporate- Choose the Right Data Business Line Priorities Value Stream Mapping, Data to Understand Focused to Customer- and Key Performance through All Levels of the 5S, and Kaizen Predictive Analytics and Focused Organization Indicators Organization Drive Strategy 2:00 Networking Break in Exhibit Hall PERFORMANCE MANAGEMENT DIALOGUES 2:30 Healthcare: Challenges Technology: Leverage Financial Services: Budget Performance: Project Performance: and Opportunities: Technology to Increase Effective Risk The Role of Key Business Implement Effective Managing Performance in Performance Management for Drivers in the Project Performance Healthcare Financial Services Budgeting Process 3:45 Chairperson’s Closing Remarks: Developing and Capitalizing on a Performance Management System 4:15 Conference Adjourns Post-Conference Workshops: Thursday, May 7, 2009 8:00 Post-Conference Workshop Registration & Continental Breakfast 9:00 Workshop A: Performance Workshop B: Develop HR Workshop C: Lead Workshop D: Design a Workshop E: Implement Alignment: Garner Metrics that Align with and Organize Business Customer Experience for Proven Strategies to Executive “Buy-In” and the Company’s Mission Intelligence Teams: Increased Profitability and Ensure a Successful Six Cascade Enterprise and Drive Results Improving Individual and Market Share Sigma Deployment Strategy throughout the Team Performance Organization 12:00 Workshops Adjourn 6 7 8 9 10 DESIGN Integrated MEASURE UTILIZE Customer UNDERSTAND PLAN and Business Metrics and Improve Insight to Drive Predictive Implement the to Maximize Employee Innovation Analytics to Value of Lean Performance Engagement Drive Strategy Six Sigma www.ThePerformanceConference.com 5
  6. 6. PRE-CONFERENCE SEMINARS Monday, May 4, 2009 Pre-Conference Seminars are hands-on, interactive sessions with specially designed exercises and projects that have immediate application. With this full-day application session, you will enhance your training experience by establishing a reference point of knowledge, language and methodologies for the rest of the event. These seminars will dive deep into Balanced Scorecard, budget forecasting and Lean Six Sigma to help improve your expertise and gain knowledge of practical tools to implement from field experts. Enrollment space is limited, so register today to reserve your place. 8:00 Pre-Conference Seminar Registration & Continental Breakfast 9:00 SEMINAR A SEMINAR B Balanced Scorecard Fundamentals: Build and Design Budgeting and Forecasting: Create Your Road Map Your Scorecard for Change Understanding the fundamentals of the Balanced Organizations struggling to improve the efficiency and Scorecard (BSC) methodology is critical to maximizing effectiveness of Budgeting and Forecasting often settle for the execution of strategy. This workshop, including incremental improvements when more comprehensive hands-on exercises, will help you learn how to integrate change is needed. This session describes how top finance proven BSC tools and techniques to achieve breakthrough organizations are saving time and improving results by results. Learn the basics of Balanced Scorecard design shifting from traditional budget development and control and deployment, while gaining insights into the potential to the use of more robust tools like relative performance pitfalls and hurdles to successful implementation. measurement, cost control and rolling forecasts. Find Discover the best practices in the latest BSC advancements out how to transform your company’s budgeting and to accelerate your results towards a strategy-aligned forecasting cycle into an adaptive financial model. organization. Completion of this workshop will help Evaluate your company’s strengths and weaknesses to you translate BSC theory into concrete results for your improve your existing processes. This workshop you will: organization. Develop a solid understanding of key BSC • Analyze the effectiveness of your existing management concepts and misconceptions. processes • Receive complimentary copy of Harvard Business • Create a road map for effective implementation of School #1 ranked Hall of Fame Case Study “Crown improved processes Castle International” (program directed by trainer Bob • Move from traditional models to continuous planning Paladino) and adaptive control • Learn 25 Hall of Fame best practices and valuable • Learn from best practices case studies lessons – and pitfalls to avoid MITCH MAX • Learn how to use established tools and templates to help Managing Partner accelerate your results DecisionVu • Discover a roadmap for the journey to developing, deploying and cascading strategy maps and scorecards • Understand the key links to BI, covered more completely in the afternoon workshop BOB PALADINO Former SVP, Crown Castle International Founder, Bob Paladino & Associates 6 The Performance Conference 2009
  7. 7. PRE-CONFERENCE SEMINARS CONTINUED Monday, May 4, 2009 9:00 12:00 SEMINAR C Networking Luncheon Lean Six Sigma White Belt Certification Our intensive White Belt Certification program is a 1:00 basic course allowing executives to understand the SEMINAR A (CON’T): underlying concepts, methods and tools needed for Lean Balanced Scorecard Fundamentals: Build and Design Six Sigma deployment. These individuals will gain a your Scorecard solid understanding of the Lean Six Sigma methodology and how it can be applied to various projects. Attendees will learn how to utilize the key tools and techniques SEMINAR B (CON’T): Budgeting and Forecasting: Beyond Budgeting: needed for a Lean Six Sigma deployment. Each attendee will be required to take a 30-minute examination at the Create Your Road Map for Change conclusion of the course to ensure they have a working knowledge of the information provided. After completion SEMINAR C (CON’T): of the course, they will be prime candidates for Green Belt Lean Six Sigma White Belt Certification Training. Key Learning Objectives: • Understand the history and background of Lean 4:00 Six Sigma Workshops Adjourn • Learn how to develop a project charter • Evaluate the core concepts of Lean and Six Sigma “The diversity of opinions all converged • Maximize your understanding of the Lean Six Sigma methodology (focus on DMAIC – Define, Measure, Analyze, Improve, Control) on the same common problem: • Learn how to identify non-value added steps in your process How best to drive results with • Develop skills needed to manage the culture change • Understand how to use data properly to effectively business performance management measure, analyze, improve and control performance • Evaluate Voice of the Customer (VOC) techniques and measures? The Performance • Examine the Cost of Poor Quality (CPQ) • Learn key data collection strategies Conference highlights different theories, • Receive basic statistics, graphical analysis and Statistical Process Control (SPC) training techniques and tools to establish CHARIS GROSSMAN Six Sigma Black Belt Senior Fellow, The Performance Institute a process-oriented performance management system.” FRANK FALZON Director of Customer Business Planning & Analysis MasterCard International Incorporated www.ThePerformanceConference.com 7
  8. 8. DAY ONE Tuesday, May 5, 2009 7:30 Registration, Exhibits & Continental Breakfast 8:30 Welcome Address and Opening Remarks by Chairperson ROY BARNES Former SVP of Strategic Management and Customer Development Marriot Vacation Club International President, Blue Space Consulting 8:45 KEYNOTE ADDRESS Performance Excellence: Connecting Organizational Strategy to Individual Execution Moving from strategy definition to strategy execution is one of the biggest challenges that organizations face in the push to improve performance and remain competitive. The majority of organizations, large and small, continue to struggle with effectively communicating strategy and, in turn, converting strategy into operational execution and individual performance. Implementing a performance management system is often the key to success in bridging this gap, but the intricacies of implementation can be intimidating and often overwhelming. This keynote presenter will address the struggles that many organizations face when converting strategy into execution, how to effectively align performance and accountability, and the benefits that await your organization. ADAM COHEN National Vice President, Strategy Integration UnitedHealthcare 10:30 Networking Break & Exhibits “Implementing what is talked about in these conferences transitions your organization from good to great.” DAVE LAMASCUS Arsenal Digital Solutions 8 The Performance Conference 2009
  9. 9. TRACK OVERVIEWS TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT Continuous studies show that organizations typically want to use performance management to improve organizational results, stay focused on strategic priorities, shift focus when needed during times of rapid change and provide a culture that will attract and develop employees. However, executives and managers continually struggle with finding the “right measures” that will produce higher levels of growth and performance. Implementing, managing and utilizing meaningful measures for your performance management system is no easy task, but it is certainly attainable and organizations quickly see extensive rewards in successful implementation. These sessions will offer best practices and techniques to effectively utilize and implement a performance management system within your organization and assist in finding the right measures to incorporate into your performance management system. TRACK B: MEASURE AND IMPROVE EMPLOYEE PERFORMANCE Employee improvement thrives when there is a clear line of sight between activities and enterprise-wide goals and strategies. As leaders, it is our job to create an environment where employees can learn to do what they do best and then show them the process of maximizing that talent in the organization. By developing an effective talent management system and productive succession plan, your organization’s productivity and performance potential can grow exponentially. Learn best practices to achieve a “line-of-sight” between employees and organizational goals and strategies, evaluate performance- based pay and design and implement employee performance incentives. TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY Process improvement is a necessity for any high-performing organization. Organizations that don’t strategically think about how to operate “better, faster, cheaper” often experience a decline in customer satisfaction, process speed and process quality. All high-performing organizations around the country are constantly trying to figure out ways to improve the quality of their work all while speeding up the process and positively affecting the bottom line. Develop process improvement best practices and benchmarks to improve your company’s processes today. TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE Business Intelligence (BI) focuses on the use of information to drive effective business actions. Capturing, organizing and communicating the key business requirements for your BI program requires an approach that aligns your company’s business strategy and objectives with the technical infrastructure to deliver the right management information to the right people at the right time. Learn how to use BI to execute strategy, optimize business processes and improve performance. TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT Most senior business leaders agree that differentiating your product solely on the traditional physical elements of price, delivery or even quality is no longer a sustainable business strategy. A new differentiator has emerged, and that is the purposeful management of your customer’s experiences. Creating memorable customer experiences can improve customer loyalty, satisfaction and your market position. However, many companies fail to recognize the importance and value in purposefully enhancing each step of the customer experience with their company. Learn how to create, design and execute memorable customer experiences to build positive customer relationships that result in revenue growth. www.ThePerformanceConference.com 9
  10. 10. DAY ONE CONTINUED Tuesday, May 5, 2009 CHOOSE TRACK A, B, C, D OR E: 9:30 9:30 TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE Connect Strategic Planning and Organizational Design Integrated Business Metrics to Maximize Results to Performance Management Performance • Make the necessary linkages to transform strategy into • Determine the right metrics to measure and ways action to keep them current in a continuously changing business environment • Take the next steps towards proper strategy formulation • Learn techniques to ensure cohesion, assure consistency • Learn the functional roles in strategic planning and and avoid conflict among metrics their link to strategy execution • Learn where to start and how much will it cost DENNIS KOCI Former SVP Operations BRUCE R. WHITELY Hilton Hotel Chief Information Officer JJ Taylor Companies, Inc TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE Develop an Appraisal System to Manage, Measure TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT and Improve Employee Performance Develop Key Customer Feedback Measures and Metrics • Provide effective evaluations to set goals, clarify expectations and enhance employee performance • Use Voice of the Customer research to better • Establish criteria for an ideal appraisal system and understand customer loyalty appoint an implementation team • Review a case study of how one company transformed • Communicate how performance measurements directly from a poor performer to best-in-class in customer relate to individual and organizational goals satisfaction and loyalty • Understand the relationship between feedback, metrics, analysis and improved business performance STEWART COLLINS Global Director of GuestPath TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY Delaware North Companies Align Lean Six Sigma with Overall Organizational Strategy • Learn how to integrate Lean Six Sigma initiatives into 10:30 your overarching strategic plan Networking Break & Exhibits • Understand how to develop a strategic focus with end-outcome goals and process improvement initiatives in mind • Start strategically thinking in terms of Lean Six Sigma and how to achieve organizational objectives ANGI JENNINGS Heath Management Engineer Adventist Health System 10 The Performance Conference 2009
  11. 11. DAY ONE CONTINUED Tuesday, May 5, 2009 11:00 11:00 TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE Formulate, Align and Integrate Performance into Use Performance Modeling and Dashboards to Link Your Business Strategy Strategy to Operations • Align your budget to your strategy • Evaluate your company’s organizational and technical readiness to undertake a successful performance • Reconcile business planning and budgeting with the dashboard project strategy-oriented business • Create effective KPIs that change organizational • Observe how budgeting links to the customer, behavior and improve performance internal processes, and employees to deliver long-term economic viability • Integrate existing performance dashboards and metrics using a top-down or bottom-up approach JEAN NITCHALS Former Senior Financial Analyst, Best Buy LEN VITTO Manager, eCaptial Advisers Business Intelligence Manager Chico’s FAS Inc TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT Track the Effectiveness of Your Organization: Utilize Customer Data to Assess the Customer Measuring What’s Important Experience and Drive Innovation • Align performance incentives to individual and • Understand the strategic investments necessary between organizational strategy to drive performance marketing and sales as it relates to customer segments • Identify key levers to motivate and improve • Discuss how to develop your intention and strategic employee productivity direction to achieve • Avoid common obstacles to implementing incentives by • Examine ways to invest, and make tradeoffs, between identifying non-value add incentives these two functions that drive and manage the KATHLEEN CHAVANU customer experience Director of Performance Improvement TARA AGEN Children’s National Medical Center Chief of Staff, Business Strategy and Planning Hewlett-Packard LaserJet and Enterprise Solutions TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY Build Key Infrastructure for a Successful Lean Six 12:00 Sigma Deployment Networking Luncheon & Exhibit Hall • Lay the foundation for a successful and effective Lean 1:00 Six Sigma initiative TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT • Examine the resources and requirements for deploying Select the Right Measures to Enhance Lean Six Sigma and how to align those resources to your Corporate Performance mission and end-outcome goals • Identify key tools used to accomplish organizational • Identify the challenge of selecting the right set and objectives through process improvement projects number of measures for results • Develop metrics that allow employees to link their activities JOHN MURPHY and outputs to overall corporate objectives and goals Asst Vice President Operations Process Excellence • Define the link between corporate goals and major CSX Transportation operational perspectives GEOFF GRUSON Executive Director Police Sector Council www.ThePerformanceConference.com 11
  12. 12. DAY ONE CONTINUED Tuesday, May 5, 2009 11:00 1:00 TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT Connect Employee Engagement and Performance to Use Customer Segmentation to Enhance Customer Customer Satisfaction Experience and Drive Profitability • Integrate the human factor in enabling and promoting • Develop rich insights into the customer experience your customers and define your service vision • Engage employees on the value of the customer experience • Utilize segmentation to maximize the return on resource allocation and customer service • Build a supportive reward and recognition system • Create tools that enable your employees to deliver on those propositions efficiently BILL TUOHIG Sr. Director, Web Intelligence Research Group J.D. Power and Associates 1:00 TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY 2:00 Select and Mobilize Leaders around Six Break in Exhibit Hall Sigma Initiatives • Learn the key competencies that the leaders of the 2:30 deployment must possess TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT • Effectively mobilize leaders around new Strategy Mapping: Bridging the Gap between leadership competencies Strategy and Execution • Examine strategies for effectively developing the • Understand the principles behind Strategy Mapping, its competencies virtues and its vital importance JEFF SLATER • Identify key strategic goals and useful measures for Senior Productivity Leader accomplishing results while communicating between all Sonoco business stakeholders to improve organizational output • Create an organization that aligns both vertically TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE Drive Business Value by Effectively Managing Your and horizontally BI Program • Learn various frameworks that help you see the big picture when managing BI programs • Examine the six critical areas of BI program management: TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE portfolio management, process management, quality Increase Performance through Talent Management management, change management, service management and Succession Planning and value management • Execute a strategic succession plan by assessing the • Use the BI Maturity Model to manage evolution current talent pool to keep talent through multiple stages of BI growth and development • Effectively communicate with your workforce to create a SUZI MYERS seamless transition Manager, Operations Business Intelligence and Proactive Customer Care • Sustain knowledge within your business to improve Travelocity overall organizational performance 12 The Performance Conference 2009
  13. 13. DAY ONE CONTINUED Tuesday, May 5, 2009 2:30 TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY Innovation: Understand the Tools and Power of TRIZ • Create innovative solutions for all kinds of business and technical problems • Accelerates a project team’s capability to solve problems creatively • Learn to apply The Ideal Final Result and existing resources to process challenges TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE Assess Your BI Maturity: Take BI to the Next Level • Understand the value of a maturity model for selling BI projects • Identify the five stages of data warehousing and 4:30 analytical maturity Exhibit Hall Hours & Networking • Provide stakeholders insight from consistent, unified data delivery and analytical architecture Cocktail Reception GREG MCMILLAN Discover the latest performance-based technology that is Director Business Intelligence & Data Warehousing valued by high-performing organizations. Envision the Gevity HR, Inc. endless possibilities for your company when you utilize these tools to satisfy all performance-related needs. TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT Build a Customer-Centric Culture of Performance in Following directly after the exhibit hours, please Your Organization join us for a complimentary networking reception as a way to get to know your colleagues and speakers. • Generate buy-in from the executive suite down to the You will have the opportunity to exchange ideas shop floor with your fellow delegates and establish beneficial • Communicate the need for a memorable customer professional relationships. experience with your employees • Maintain focus and engagement through the customer experience process NEDRA SADORF Chief Operating Officer 5:30 Hunter Business Group Adjourn www.ThePerformanceConference.com 13
  14. 14. DAY TWO Wednesday, May 6, 2009 7:30 Continental Breakfast & Exhibits 8:30 Opening Remarks by Chairperson ROY BARNES Former SVP of Strategic Management and Customer Development Marriot Vacation Club International President, Blue Space Consulting 8:45 The Art of Change Management As uncertain times come upon organizations, leaders are faced with new, complex and daunting challenges. Leadership skills and organizational strategies require flexibility and change. In this session, you will learn SPEAKER SPOTLIGHT invaluable tools and techniques to embrace transformation and to incorporate change management into your organizational strategy. Scott Griffith Consider how clean conceptual contexts can help make strategic execution CEO and Chairman, Zipcar a core competency in your business. Since Scott took the wheel in February of 2003, 9:30 Zipcar has emerged as the world’s largest car-sharing KEYNOTE ADDRESS service. In the fall of 2007, Scott led Zipcar’s merger Lead a Performance Management Culture in a with Flexcar, managing the integration of the Complex Organization companies’ fleet, technology and membership base What does your organization want from its performance management sys- under the Zipcar brand and service. tem? What do your employees want from it? Continuous studies show that organizations typically want to use performance management to improve organizational results, stay focused on strategic priorities, shift focus when For his accomplishments at Zipcar, BusinessWeek needed during times of rapid change and provide a culture that will attract named Scott one of its “Best Leaders of 2006,” and and develop employees. The combination of smart people and smart pro- he was the recipient of Babson College’s ELiTE Award cesses elevates a company from a “thinking organization” to a “doing orga- for entrepreneurship. As a leading authority on the nization”. We all recognize that success depends on linking corporate goals benefits of car sharing and transportation issues, with employee behavior, but the key lies in focusing on people to create a Scott has been interviewed by the world’s top news culture that inspires, enables and measures top performance. This keynote address will offer best practices and techniques to effectively utilize and outlets, including The Wall Street Journal, Newsweek, implement a performance management system within your organization New York Times, CNN, CNBC, USA Today, Associated to communicate goals and motivate employees. Press, CBS-TV, FOX-TV, ABC World News Tonight and SCOTT GRIFFITH Time Magazine. Chief Executive Officer Zipcar Prior to Zipcar, Scott held senior level positions at The Boeing Company, Information America, an Atlanta- 10:15 based provider of online public record information, Break in Exhibit Hall and The Parthenon Group, a boutique business strategy and investment firm. 14 The Performance Conference 2009
  15. 15. TRACK OVERVIEWS TRACK F: APPLY METRICS TO MANAGE PERFORMANCE Monitoring even a few key business metrics can create a more efficient managing system for your organization. Defining the overall goals and matching those goals with defined metrics will bring strategy substantially closer to execution. However, the fine line is found between the amount of metrics and if they clearly relate to goals. With the right amount of metrics, managing becomes straightforward. But, implement too many metrics and managing can become clumsy and complicated. Follow this track if you want to learn a more efficient way of implanting metrics and how they can be effective for your business. TRACK G: FOSTER AND PROMOTE A PERFORMANCE CULTURE It may not be easily defined or quantified, but an organization’s culture is the key to its success or failure. High- performing organizations bring together leadership issues that define their unique character and rally people around a deeper sense of purpose. These strategies are made tangible through the strong implementation of management processes and systems that translate ideals into action. These sessions will offer a deeper look into what a high-performance culture looks like, how it is established and how to maintain it. TRACK H: MAXIMIZE LEAN SIX SIGMA TOOLS Process improvement is a necessity for any high-performing organization. Organizations that don’t strategically think about how to operate “better, faster, cheaper” often experience a decline in customer satisfaction, process speed and process quality. All high-performing organizations around the country are constantly trying to figure out ways to improve the quality of their work all while speeding up the process and positively affecting the bottom line. Develop process improvement best practices and benchmarks to improve your company’s processes today. TRACK I: INCORPORATE EFFECTIVE BUSINESS ANALYTICS Business analytics is at the forefront of BI and focuses on the effective use of data and information to drive positive business actions. It is through analytics that business managers and analysts achieve the insights that lead to informed and innovative business decisions. Yet analytics is a complex field that involves many disciplines ranging from statistics to data visualization. Understand the concepts of business metrics and the use of dashboards, scorecards and data mining, and learn how companies are using analytics and data as a predictive indicator to improve profitability and reduce costs. TRACK J: IMPROVE THE CUSTOMER EXPERIENCE Most senior business leaders agree that differentiating your product solely on the traditional physical elements of price, delivery or even quality is no longer a sustainable business strategy. A new differentiator has emerged, and that is the purposeful management of your customer experiences. Creating memorable customer experiences can improve customer loyalty, satisfaction and your market position. However, many companies fail to recognize the importance and value in purposefully enhancing each step of the customer experience with their company. Learn how to create, design and execute memorable customer experiences to build positive customer relationships that result in revenue growth. www.ThePerformanceConference.com 15
  16. 16. DAY TWO CONTINUED Wednesday, May 6, 2009 CHOOSE TRACK E, F, G, H, I OR J: 10:45 10:45 TRACK F: APPLY METRICS TO MANAGE PERFORMANCE TRACK I: INCORPORATE EFFECTIVE BUSINESS ANALYTICS Boost the Bottom Line: Use Metrics to Manage on BI Performance Dashboards: Measure, Monitor and Demand with Practical EPM Solutions Manage Your Business Performance • Translate conceptual strategic objectives into • Evaluate your company’s organizational and technical concrete actions that are meaningful and focus on the readiness to undertake a successful performance proper tasks, processes and projects that truly drive dashboard project performance • Create effective KPIs that change organizational • Hear how to apply a model leveraging and behavior and improve performance complementing balanced scorecards as well as • Integrate existing performance dashboards and metrics traditional financial management using a top-down or bottom-up approach • Proactively manage, measure and monitor financial JEFF GILL and/or operational performance and explain ‘why’ when Senior Director of Network Surveillance performance does not meet expectations or targets Comcast JEAN NITCHALS TRACK J: IMPROVE THE CUSTOMER EXPERIENCE Former Senior Financial Analyst, Best Buy Drive the Customer Experience to Build Customer Manager, eCaptial Advisers and Employee Loyalty TRACK G: FOSTER AND PROMOTE A PERFORMANCE CULTURE • Segment experiences by customer types and Develop a Performance Management System to customer values Manage and Track Performance • Prioritize touch-point experiences and avoid • Prioritize key objectives that serve as the foundation for technology traps measures and initiatives • Understand how your front-line staff impacts your • Manage and track performance management to bottom line increase productivity ADAM KRANITZ • Learn various frameworks that identify the big picture Global Search Marketing Strategist when managing performance programs Avid Technology, Inc. JOSH STALKER Strategic Management Program Director, Enterprise Information Systems 12:00 Lockheed Martin Networking Luncheon & Exhibit Hall TRACK H: MAXIMIZE LEAN SIX SIGMA TOOLS Use Voice of the Customer Techniques to Gain a Competitive Advantage • Uncover methods to define and understand customers’ priorities and focus improvement efforts • Create higher levels of customer satisfaction by educating your business on Lean Six Sigma VOC principles and tools • Learn to effectively capture customer feedback to provide the best-in-class quality product or service JEFF SLATER Senior Productivity Leader Sonoco 16 The Performance Conference 2009
  17. 17. DAY TWO CONTINUED Wednesday, May 6, 2009 1:00 1:00 TRACK F: APPLY METRICS TO MANAGE PERFORMANCE TRACK I: INCORPORATE EFFECTIVE BUSINESS ANALYTICS Dashboard Design: Choose the Right Data and Key Gather and Interpret Data to Understand Predictive Performance Indicators Analytics to Drive Strategy • Understand how KPIs impact your organization’s • Understand the basic principles and terminology for bottom line predictive analytics • Develop a high-level snapshot of your organization based • Learn how to define business objectives for a predictive on effective KPIs analytics model • Generate your KPIs into organizational results and • Use data as a predictive indicator to leverage your effectively communicate them across the organization strategic objectives and improve profitability, reduce costs and market more effectively BOB PALADINO Former SVP, Crown Castle International JONATHAN GREENBERG Founder, Bob Paladino & Associates Business Intelligence Manager, IT BMW of North America, LLC TRACK G: FOSTER AND PROMOTE A PERFORMANCE CULTURE Cascade Organizational Business Line Priorities TRACK J: IMPROVE THE CUSTOMER EXPERIENCE Move from a Corporate-Focused to Customer- through All Levels of the Organization Focused Organization • Ensure that each employee knows what is expected of them by communicating how their business unit goals • Make loyalty the core strategy and objectives relate to the overall strategy • Develop a brand culture around the customer • Utilize team planning and change management principles • Create a customer-focused strategy embraced at the top to mitigate risk and enhance engagement and on the line • Establish “line of sight” performance reporting to instill LAURA DESOTO accountability and transparency for progress SVP Strategic Initiatives GLEN GOODNIGHT Experian Senior Vice President SANDY ANDERSON BAE Systems Vice President Experian TRACK H: MAXIMIZE LEAN SIX SIGMA TOOLS Lean Tools: Understand Value Stream Mapping, 5S 2:00 and Kaizen Networking Break in Exhibit Hall • Understand the key tools and techniques of value stream mapping • Learn the principles of 5S as an approach to standardizing and improving the quality of the physical condition of “Very timely for our company’s the shop floor and front office areas • Evaluate best practices and lessons learned in running process development.” Kaizen events ANGI JENNINGS RANDI SMITH Heath Management Engineer Manager, Financial Planning and Analysis, Nordstrom Adventist Health System www.ThePerformanceConference.com 17
  18. 18. DAY TWO 2:30 INTERACTIVE PANEL SESSIONS These panels of experienced CONTINUED professionals will discuss and address issues faced in today’s competitive environment. The interactive sessions will expand analytical thinking to discover innovative methods to overcome challenges and capitalize on opportunities. Wednesday, May 6, 2009 HEALTHCARE Challenges and Opportunities: Manage BUDGET PERFORMANCE The Role of Key Business Drivers in Performance in Healthcare the Budgeting Process The realization that many healthcare organizations lack a With the right tools, key business drivers such as market strong and effective performance management system is conditions, performance measurements, customer demo- nothing new. Healthcare organizations need to enhance graphics and marketing activities can be tracked to help operations, professional skills and quality of care through uncover budgeting trends and to recognize what to look for. better performance management to conquer the challenges • Define and test linkages of drivers to measure financial and facing healthcare today. In this panel session: business performance • Explore measurements and metrics for various business • Understand the specific challenges facing the factors that can be incorporated into your forecasting healthcare community • Develop a strategy for rolling out a performance • Understand business driver cause-and-effect relationships management program BOB PALADINO • Identify strategies and measurement systems for managing Former SVP, Crown Castle International and tracking performance Founder, Bob Paladino & Associates • Get staff involved and excited about performance to drive improved results Implement Effective Project PROJECT PERFORMANCE Performance Strategies to Increase Bottom-Line Results TECHNOLOGY Leverage Technology to Increase Performance An organization’s success is dependent on the strength and Today, the role of technology has shifted and is an integral focus of its projects. When companies lose valuable time part of any business. It is no secret that organizations look to and resources reworking projects, missing deadlines and technology for the latest innovations to increase bottom-line shifting focus, organizational merit folds in on itself, turn- results. In this panel discussion, address the evolving role of ing possible triumphs into eventual failures. technology and how it relates to organizational performance. • Understand the value of learning best practices in project • Understand how information technology influences management organizational goals and strategies to achieve high performance • Define project success criteria to increase business value • Decide which performance measures are effective in assessing program results • Improve project performance and align strategic initiatives through innovations in project management methodologies • Accurately gauge program performance and achieve results with technology FINANCIAL SERVICES Effective Risk Management for 3:45 CHAIRPERSON’S CLOSING REMARKS Financial Services Stay competitive. Organizations must enhance their risk Developing and Capitalizing on a Performance measurement and management programs with proven Management System strategies and successful methods. Effective performance This closing session will deliver the final words on performance measures and accurate risk data are essential for financial management. Throughout the conference, many topics have service managers to make informed decisions during been discussed. Theories have been formulated to support examinations and implementation of new products, performance management. Measures and metrics have been processes and procedures. mapped for enhanced management flexibility along with many • Discuss comprehensive performance management framework other performance topics. This session will show in detail what for mitigating organizational risks these performance strategies did for organizations to prove that • Examine how risk can impact your institution and affect your the effort to implement a performance management system is bottom line truly worth the capital and dedication from employees. • Make informed decisions to lessen internal and external risk factors ROY BARNES ROBERT BROZEY Former SVP of Strategic Management and Customer Development Former COO/CFO Marriot Vacation Club International New Millennial Homes President, Blue Space Consulting 4:15 Conference Adjourns 18 The Performance Conference 2009
  19. 19. POST-CONFERENCE WORKSHOPS Thursday, May 7, 2009 Post-Conference Workshops are practical, supplementary application sessions which incorporate and review tools, techniques and methods presented during the event. Participants will obtain a further understanding of how to use newly acquired tools and cutting-edge strategies to improve performance. Through group exercises and scenario-based learning, you’ll walk away with the expertise and resources needed for immediate and practical application. Enrollment space is limited, so register today to reserve your place. 8:00 Continental Breakfast & Post-Conference Workshop Registration 9:00 WORKSHOP A WORKSHOP B Performance Alignment: Garner Executive Developing HR Metrics that Align with the “Buy-In” and Cascade Enterprise Strategy Company’s Mission and Drive Results throughout the Organization With over 500 human capital metrics, choosing the best ten for your organization is a difficult undertaking. A strategy can be put into action when it is communicated Applying the most appropriate measures and metrics across business units and understood by employees. When necessitates a defined company mission. Understand areas the responsibilities of strategy execution are delegated that need improvement and desired measurements that throughout the organization, managers and employees at can help streamline processes. all levels of the enterprise gain knowledge of the strategy and are able to focus on organizational success. Once • Receive over 500 different metrics to choose from and begin the process of selecting your handful of measures employees in each individual business unit understand • Understand the value of data reliability strategy, they can carry out the mission of the organization • Develop tools to collect, compile and maintain critical and they can drive performance. In this session, you will information necessary for viable metrics gain the knowledge necessary to: • Translate organizational strategy into attainable objectives for business units at all levels • Develop an understanding of organizational strategy at all levels of the enterprise • Maximize accountability and transparency throughout the organization “Provided a great combination of strategic frameworks and real-life tactical info for great lessons.” – AMY SHERWOOD, V.P. OF PUBLIC RELATIONS, YUM! BRANDS, INC. www.ThePerformanceConference.com 19
  20. 20. POST-CONFERENCE WORKSHOPS CONTINUED Thursday, May 7, 2009 9:00 WORKSHOP E WORKSHOP C Lead and Organize Business Intelligence Teams: Implement Proven Strategies to Ensure a Successful Improving Individual and Team Performance Six Sigma Deployment Business Intelligence projects struggle with a variety of A successful Six Sigma initiative is based on a successful issues that chronically inhibit success. Some of these issues Six Sigma deployment. The proven model for deploying are technical—many are not. At the core of these issues a successful process improvement initiative is to build an are cultural and people challenges. Is your team struggling effective infrastructure, obtain executive commitment with change, unclear roles and responsibilities or an and involvement, and have your best leaders working on unpredictable culture? Has your organization learned how projects full-time. Discuss the best practices for managing to focus on results, create a productive environment, and and driving a Lean Six Sigma deployment, the pitfalls partner with your business customers? Regardless of your to avoid and how to achieve organizational excellence position, this workshop will provide you with practical tips through Lean Six Sigma. This workshop will also define and techniques for leading your team through these issues. and examine: • Develop a framework for analyzing individual and • Lean Six Sigma Infrastructure team performance • Change Management • Identify ways to improve cross-functional collaboration • Personnel • Support improved business performance with cohesive • Project Management Business Intelligence teams • Seven Areas of Waste JONATHAN GREENBERG CHARIS GROSSMAN Business Intelligence Manager, IT Six Sigma Black Belt BMW of North America, LLC Senior Fellow, The Performance Institute WORKSHOP D Designing a Customer Experience for Increased 12:00 Profitability and Market Share Workshops Adjourn Most senior business leaders agree that differentiating your product solely on the traditional physical elements of price, delivery or even quality is no longer a sustainable business “I would recommend this conference to strategy. A new differentiator has emerged and that is the purposeful management of your customer’s experiences. Creating memorable customer experiences can improve my colleagues so that they may also be customer loyalty, satisfaction and your market position. However, many companies fail to recognize the importance exposed to new concepts about planning, and value in purposefully enhancing each step of the customer experience with their company. Learn how to create, design budgeting and forecasting.” and execute memorable customer experiences to build positive customer relationships that result in revenue growth. • Measure the level of satisfaction with your current DEVONNA KEE, Budget Director, Freddie Mac customer experience • Improve customer loyalty to create a sustainable c ustomer advantage • Understand and assess current customer touch points and data • Determine the ROI of customer engagements to build a business case that ensures executive and employee buy-in • Learn how the design, creation and execution of customer experiences can drive customer satisfaction, loyalty and top- line revenue and profits 20 The Performance Conference 2009
  21. 21. THE PERFORMANCE CONFERENCE EXPO 2009 Showcasing the Latest Management Innovations Don’t Miss The Performance Conference Expo 2009 NETWORK with industry leaders and your peers - Step away from the classroom and meet fellow executives from across the nation. Witness Bring RESULTS Back to Your Company first hand the benefits they’ve received from implementing the solutions provided Moving from paperwork to an institutionalized method of at the Expo. performance-based management requires executives to have access to the most cutting-edge performance planning and budgeting solutions RECEIVE available in today’s market. At the request of conference attendees the latest product and solution offerings seeking leading solutions providers for their growing management - Be a part of the most up-to-date challenges, The American Strategic Management Institute has teamed demonstrations and learn from key solution with leaders in the performance management industry to bring you The providers available at the Expo Performance Expo 2009. MEET Curious about What Performance-Based Methodologies and with leading industry solutions providers Solutions Your Competition is Using? - Reserve a time to meet one-on-one with Performance Conference 2009 sponsors Network with your peers at The Performance Conference Expo 2009 to receive demos and learn how their and learn directly from top corporate leaders what performance solutions can help your organization management solutions they consider “best-in-class.” The Performance plan, budget, measure, and manage more Expo 2009 will showcase the latest solutions available for your business. effectively and efficiently Be the first to know. DEMONSTRATE results to your key stakeholders - Show Expect to Meet Product and Solutions Providers Ready results to shareholders with the most to Exceed Management Challenges recent measurement capabilities and performance management solutions Within the theme “Measures, Metrics and Management Systems hand-picked by the American Strategic to Improve Organizational Performance and Profitability,” the Management Institute Performance Conference 2009 will attract a focused group of solution providers in: • Performance Management • Financial Performance and Reporting EXPO HALL HOURS: • Business Intelligence and Analytics May 5, 2009: 7:00am – 6:00pm • Process Improvement May 6, 2009: 7:00am – 6:00pm • Budgeting and Forecasting Performance • Employee Performance and Talent Management Sponsor Coalition BECOME A SPONSOR! To learn more about becoming a sponsor contact Jessica Ward at www.ThePerformanceConference.com Ward@PerformanceWeb.org or 703-894-0920. 21
  22. 22. LOGISTICS & In-House Training REGISTRATION One of the more popular vehicles for accessing the Institute’s educational offerings is the delivery of on-site trainings and man- agement facilitations. Bringing a training or facilitation in-house gives you the opportunity to customize a program that addresses your exact challenges and provides a more personal learning Venue and Hotel: experience, while virtually eliminating travel expenses. Whether you require training for a small group or for an organization- The Performance Conference 2009 will be held at the Hyatt Regency wide initiative, the advanced learning methods employed by the Orlando International Airport, where a limited number of rooms American Strategic Management Institute will create an intimate have been reserved at the discounted rate of $179 until April 3, training atmosphere that maximizes knowledge transfer to en- 2009. Please contact the hotel at the number provided below to hance the talent within your organization. make reservations and be sure to use the group code STRT to receive the American Strategic Management Institute (ASMI) CUSTOMIZATION discounted conference rate. We realize that not all obstacles can be overcome by applying Hyatt Regency Orlando International Airport an “off-the-shelf solution.” While many training providers 9300 Airport Blvd will offer you some variation of their standard training, the Orlando, FL 32827 American Strategic Management Institute’s subject matter 800-233-1234 experts will work with you and your team to examine your www.orlandoairport.hyatt.com programs and determine your exact areas of need. The identification of real life examples will create a learning Hotel and Travel costs and not included in conference tuition. atmosphere that resonates with participants while at the same time providing immediate return on your training investment. Using interactive exercises that employ actual projects or scenarios from your organization, instructors can address specific challenges and align the curriculum of each session to your objectives. While the majority of on-site trainings are focused on smaller groups, the American Strategic Management Institute also has the ability to accommodate organization-wide training initiatives. Utilizing multiple instructors, The Institute has the capacity to deliver courses to groups of up to 300 participants per day. AREAS OF EXPERTISE On-site delivery of single courses, certification programs and WaltDisney entire packages of specialized courses are available in the World Conference following areas: Attendee Tickets • Strategic Planning • Performance Measurement While in Orlando, attendees of The Performance Conference 2009 and their guests have access to special rates and tickets • Project Management from Walt Disney World parks. • Lean Six Sigma Visit www.DisneyConventionEar.com/PI for special ticket rates • Workforce Management and offers. • Budgeting and Forecasting • Performance-Based Contracting • Performance Reporting • Program Evaluation • Administrative Management Save When You • Change Management Fly Jet Blue • Balanced Scorecard Attendees of The Performance Conference can receive a 5% For more information about in-house training options available to discount on airfare when you book your flight to Orlando on you, please contact Mark Bryan at 703-894-0481 x 225or email him at Jet Blue. Bryan@PerformanceWeb.org. Book your flight by visiting: www.jetblue.com/promo and use the code Perform09 when booking. 22 The Performance Conference 2009
  23. 23. LOGISTICS & REGISTRATION Tuition: Registration Form for The tuition rates for attending The Performance Conference 2009 are: The Performance Conference 2009 Early Bird Rate* Regular Tuition To Register: Conference Only $1699 $1799 CALL 703-894-0920; Pre-Conference Seminar --- $499 FAX this Form to: 703-894-0482 or Post-Conference Workshop --- $299 VISIT www.ThePerformanceConference.com * For the Early Bird Rate, Register by Monday, January 26, 2009 and use discount code EBDC. Yes! Register me for The Performance Conference 2009 Group Discounts: Yes! Register me for the Conference plus a Seminar Yes! Register me for the Conference plus a Workshop For more information on group discounts for The Performance Yes! Register me for the Conference plus a Seminar Conference 2009, please contact Paul Rogers at 858-866-9386 or and Workshop email him at PRogers@ManagementWeb.org. Please call me. I am interested in a special Group Discount CPE Credits: for my team DELIVERY METHOD: Group-live PROGRAM LEVEL: Beginner Name PREREQUISITES: None ADVANCED PREPARATION: None Title CPE CREDITS: 14 for conference, 6 for pre-conference seminars, 3 for post-conference workshops Organization Dept. The American Strategic Management Institute (ASMI) is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of indi- vidual courses for CPE credit. Complaints regarding sponsors may be addressed to the National Registry Address of CPE Sponsors, 150 Fourth Avenue North, Nashville, TN 37219-2417. Website: www.nasba.org. Cancellation Policy City State Zip For live events: ASMI will provide a full refund less $399 administration fee for cancellations four weeks before the event. If cancellation occurs within two weeks prior to conference start date, no refund will be issued. Reg- istrants who fail to attend and do not cancel prior to the event will be charged the entire registration fee. Telephone Fax All the cancellation requests need to be made online. Your confirmation email contains links to modify or cancel registrations. Please note that the cancellation is not final until you receive a written confirmation. Payment must be secured prior to the conference. If payment is not received by the conference start date, a Email method of payment must be presented at the time of registration in order to guarantee your participation at the event. Method of Payment: Quality Assurance Check ASMI strives to provide you with the most productive and effective educational experience possible. If after completing the course you feel there is some way we can improve, please write your comments Credit Card on the evaluation form provided upon your arrival. Should you feel dissatisfied with your learning Purchase Order/Training Form experience and wish to request a credit or refund, please submit it in writing no later than 10 business days after the end of the training to: ASMI: Quality Assurance, 1515 N. Courthouse Road, Suite 600, Arlington, VA 22201 Note: As speakers are confirmed six months before the event, some speaker changes or topic changes Card Number may occur in the program. ASMI is not responsible for speaker changes, but will work to ensure a comparable speaker is located to participate in the program. If for any reason ASMI decides to cancel this conference, ASMI accepts no responsibility for covering Exp. Date 3 Digit Card verification # Billing Zip airfare, hotel or other costs incurred by registrants, including delegates, sponsors and guests. Discounts • All ‘Early Bird’ Discounts must require payment at time of registration and before the cut-off date in Name on Card order to receive any discount. • Any discounts offered whether by ASMI (including team discounts) must also require payment at the Please make checks payable to: The Performance Institute time of registration. • All discount offers cannot be combined with any other offer. Priority Code: B700-WEB • Discounts cannot be applied retroactively www.ThePerformanceConference.com 23
  24. 24. www.ThePerformanceConference.com

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