CHICAGO, Aug. 2 -- Oce, a global leader in digital document management and delivery solutions, today announced that Michelle Griffin, Vice President, Customer Experience for Oce North America, will be the Conference Chair and featured speaker at the International Quality & Productivity Center's (IQPC) Contact Center Performance Measurement Summit, August 7 - 9 at the InterContinental Miami Hotel in Miami, FL. This event is focused on helping call center managers streamline performance and retain quality staff to increase productivity and profit. Griffin, a Six Sigma Master Black Belt, joined Oce in November 2003. During the past three years, Griffin's mission has been to help Oce reinforce its Customer First philosophy throughout its U.S. direct service organization. Griffin is currently a PhD candidate in Organizational Development at Benedictine University (Lisle, IL) where she is writing her dissertation on balanced scorecard, a management system that enables organizations to clarify their vision and strategy and translate them into accountable results. During her time at Oce, she has implemented a balanced scorecard initiative and created service dashboard and customer loyalty programs to track the customer satisfaction performance of the Oce service organization. During the August 7 Interactive Pre-Conference Workshop (8:00 a.m. - 11 a.m.), Griffin will present on the topic, "Strategy to Performance, Tying it all Together." Griffin's workshop presentation will draw from her research and real-world examples from Oce to explore best practices for implementing a balanced scorecard system that drives strategy throughout the organization. By using her experience with Oce, she will illustrate what an effective balanced scorecard system entails and how to implement a service dashboard to track the system's progress. Attendees will gain insight on how to tie strategy to performance results at the executive level. As a Conference Chair, Griffin will bookend the remaining days of the conference on August 8 and 9, with opening and closing remarks and a recap of the previous day's sessions. "Today's businesses rely on strategic analysis and performance measurement techniques to gain a better perspective on how they are working to satisfy the customer," said Griffin. "The balanced scorecard and performance dashboard tracking systems provide executives with critical data to monitor performance, profitability, shareholder value and customer loyalty. Understanding these trends and key performance indicators will help companies stay ahead of their competition and enhance profitability."