Oce Presents Service Level Agreement and Six Sigma Strategies at the Interlog Summer 2006 Conference
Press release from the issuing company
CHICAGO, June 6 -- 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 a featured speaker at the 2006 Interlog Customer Service and Support Summit on June 12 as well as a workshop leader at the Interlog Summer Conference on June 13. These events focus on after-sales product support and service logistics.
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 US direct service organization. She introduced Six Sigma principles -- a structured approach for process and system improvement -- as well as performance management and customer loyalty programs to help Oce focus on continuous improvement by better understanding customer needs, analyzing business processes and instituting proper measurement methods. Throughout her presentations, Griffin will explore techniques for maximizing customer satisfaction and how that can lead to increasing revenues and profitability.
During the June 12 Customer Service and Support Summit, Griffin will present on the topic, "Maximize Your Customer Satisfaction and Experience Considerable Revenue Growth with Shrewd Service Level Agreements (SLA)." By using a case study, she will illustrate how companies like Oce have used superior SLAs to increase customer loyalty, outperform the competition and enhance future revenue growth. Her talk will be held from 10:25 - 11:00 a.m.
On June 13, the opening day of Interlog Summer 2006, Griffin will conduct an interactive workshop entitled "Utilize Six Sigma and Lean Techniques to Increase Profitability in Your Service Organization." She will highlight how to implement strategies and measurement techniques to decrease service errors and create a service-driven culture poised for profitability. This session will take place from 11:50-1:05 p.m.
"For years, companies relied on technological innovations and new product developments to gain a competitive edge in a crowded marketplace," said Griffin. "More and more businesses are now realizing they must do more to retain customers and surpass the competition, including creating a memorable customer experience. Implementing strategies such as Six Sigma principles and valuable service level agreements not only enhances customer satisfaction but increases revenue and profitability."
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