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December 14–16, 2011 Washington, DC

Apply Cross-Industry Quality Management Strategies to Minimize Operational Inefficiencies and Deliver Better Service to Customers

Earn up to 21 CPE Credits

YOU WILL LEARN TO: Critically Evaluate the Models, Philosophies and Techniques of Quality as they Relate to Business Improvement Establish a quality improvement framework and culture that achieves sustainable results Apply Process-Improvement and Problem-Solving Strategies Develop a process-driven approach to performance management

Anticipate Potential Problems and Weaknesses in the Quality of Your Products and Services Conduct root cause analysis (RCA) to identify and address underlying issues

Quality Management & Improvement Training

trainin g

Integrate Quality Systems, Management and Control within an Organization Engage in a comprehensive and interactive course aimed at improving internal and external performance

Presented in association with:


day one:

December 14, 2011 8:00 Registration and Continental Breakfast 12:00 Lunch Break 8:30 Morning Session Introduction: Discuss the Evolution of Quality Management into an EnterpriseWide Framework and Process for Continual Performance Improvement

I. Review the Eight Principles of Quality Management as they Pertain to ISO 9001: 2008 Standards

Quality Management & Improvement Training

ÌÌ Discuss the purpose of the ISO quality management framework


ÌÌ Leverage these principles for continual performance improvement ÌÌ Understand how the principles directly relate to improved decision making ÌÌ Learn quality management approaches to better address the needs of stakeholders

1:00 Afternoon Session

III. Utilize Quality Improvement (QI) to Drive the Effectiveness and Efficiency of Processes ÌÌ Apply the Equation for Quality to your Management Framework (Cost + Satisfaction + Outcomes = Value) ÌÌ Learn the guiding core values of QI and how they increase value to the customer ÌÌ Examine the PDCA Cycle and review the basic model for quality improvement ÌÌ Learn the 10-Step quality improvement cycle

4:00 Day One Adjourns

II. Examine and Apply the Total Quality Management (TQM) Methodology ÌÌ Discuss the difference between TQM and ISO ÌÌ Learn the ten principles of the TQM methodology and the role of each building block in managing organizational quality ÌÌ Improve customer satisfaction to obtain high-quality delivery standards


SHOULD ATTEND: This course is designed for professionals who are seeking a greater understanding of quality concepts and quality management as they pertain to ensuring the efficacy and efficiency of products and services that meet customer expectations.

day two:

December 15, 2011 8:00 Continental Breakfast

1:00 Afternoon Session

II. Learn and Effectively Manage the Key Costs of Quality

8:30 Morning Session

ÌÌ Examine prevention costs associated with the design, implementation and maintenance of a TQM process

I. Application Session: Learn and Apply Quality Management Tools and Techniques

ÌÌ Understand what appraisal costs are associated with customer evaluation of purchased materials ÌÌ Discuss the internal and external failure costs associated with failing to meet quality standards

III. Bring it Full Circle ÌÌ Discuss how you can implement the PDCA cycle back at your organization

ÌÌ Better analyze quality-related issues

ÌÌ Analyze and discuss case study organizations who have achieved success through the implementation of a well-defined quality management system

ÌÌ Acquire the ability to reduce errors in company processes ÌÌ Learn the best situations in which to apply these tools

ÌÌ Cultivate a quality management culture to realize sustainable gains in performance

12:00 Lunch Break 4:00 Training Adjourns

top 5

reasons to ATTEND:






Understand how quality management fits into an organization

Realize how quality can lead to improved customer satisfaction

Ensure that quality is part of the organization’s culture

Review ISO 9001:2008 and the TQM quality management principles

Obtain essential quality management tools and techniques

Quality Management & Improvement Training

Quality management improves a company’s activities in all departments, reduces errors and cuts costs. Tools and techniques used in quality management include: Kaizen, Six Sigma, Pareto Charts, Ishikawa Diagrams and Hoshin Kanr. This session will give you an opportunity to apply these tools so that you have practical information and materials to take back to your company. After this session you will be able to:


post-conference workshop:

December 16, 2011 Optional Workshops are practical, supplementary application sessions that 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 strategic planning and financial management 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 space.

Quality Management & Improvement Training

8:30 Workshop Registration and Continental Breakfast


9:00 workshop

Utilize a Root Cause Analysis (RCA) Framework for Improved ProblemSolving and Decision Making This interactive workshop is set up to help you bring a structured problem-solving method into your company and learn how to use some of the most common quality tools to complete various tasks. Using a problem-solving framework in conjunction with a strong set of quality tools, you will learn how to find the true root cause of business problems. We will also talk about preventing recurrence of these issues by taking steps for corrective action. With lecture and reinforcing activities, you will learn how to: ÌÌ Define and establish a structured problem-solving framework for your business ÌÌ Propose solution alternatives and evaluate effectiveness ÌÌ Learn the eight discipline approach team-based, problem-solving system ÌÌ Engage in root cause analysis (RCA) by utilizing a set of problem-solving and analysis tools (i.e. Ishikawa Diagrams, Pareto Analysis, Histogram and Tally Sheets, etc.)

12:00 Lunch Break & Networking

1:00 Workshop Continues

4:00 Workshop Adjourns

about your trainer:

Monroe Ratchford Mr. Ratchford has over 30 years of expertise in process improvement, organizational performance management, strategic planning, BPR, Six Sigma, and applications of international standards (ISO). This includes experience with CACI, Institute for Quality Management, Inc., General Electric, MCI WorldCom, Nortel Networks and the US Air Force. He has worked with dozens of public and private sector clients to improve organizational performance. He has led over 200 process improvement teams. Mr. Ratchford is a four time winner, “Best Process Improvement Team in America,� the Quality Cup, from USA Today and RIT. Upon retirement from the Air Force, Monroe applied his love for quality principles as a Six Sigma Master Black Belt with General Electric, GE Capital. Monroe went on to apply his quality expertise as an external quality consultant for Verizon and Nortel Networks. He has led team to higher levels of performance and cost savings with each organization. He has taught dozens of Six Sigma green, black, executive, and champion classes in DoD, private and Intel sectors.

sponsorhsip opportunities: As a conference and training provider, The American Strategic Management Institute is an expert in bringing together leaders to share and discuss best practices and innovations. We connect decision-makers with respected solution providers. ASMI offers four different pre-designed sponsorship packages:


Event Co-Sponsor

2 Session Sponsor


Luncheon Sponsor


Exhibit Booth Sponsor

For more information on sponsorships or to get started, contact Andrew Goodwin at 202-739-9707 or email

Quality Management & Improvement Training

Most recently, Mr. Ratchford served as a quality consultant to the National GeospatialIntelligence Agency (NGA) to improve their operational processes and build strategies. He helped NGA become the first organization in America to achieve ISO 9000-2000 (Organizational Management), ISO 27001 (Information Security), ISO 20000 (IT Best Practices, ITIL) certifications simultaneously.


in-house training One of the more popular vehicles for accessing the Institute’s educational offerings is the delivery of on-site trainings and management 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 experience, while virtually eliminating travel expenses. Whether you require training for a small group or for an organization-wide initiative, the advanced learning methods employed by the Institute will create an intimate training atmosphere that maximizes knowledge transfer to enhance the talent within your organization.

Quality Management & Improvement Training



We realize that not all obstacles can be overcome by applying an “off-the-shelf solution”. While many training providers will offer you some variation of their standard training, the Institute’s subject matter experts will work with you and your team to examine your programs and determine your exact areas of need. The identification of real life examples will create a learning 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 Institute also has the ability to accommodate organizational-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 entire packages of specialized courses are available in the following areas: ÌÌ Strategic Planning ÌÌ Performance Measurement ÌÌ Project Management ÌÌ Lean Six Sigma ÌÌ Workforce Management ÌÌ Budgeting and Forecasting ÌÌ Contracting ÌÌ Performance Reporting ÌÌ Program Evaluation ÌÌ Administrative Management ÌÌ Change Management ÌÌ Balanced Scorecard

For more information about in-house training options available to you, please contact Jennifer Mueller at 202-739-9619 or email her at




Venue and Hotel:

CPE Credits

The Quality Management and Improvement Training will be held at The Performance Learning Center in Washington DC. The Learning Center is just a few blocks from the Gallery Place - Chinatown metro. If you plan on driving, a public parking garage is located inside of the building. You can access the parking garage on K Street and the parking is $18.00 a day.

Delivery Method: Group-live Program Level: Basic Prerequisites: None Advanced Preparation: None CPE Credits: 14 for training, 7 for workshop

The Performance Learning Center 901 New York Avenue, NW, 3rd Floor Washington, DC 20001 202-524-8041

Thompson Media Group 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 individual courses for CPE credit. Complaints regarding sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Nashville, TN 37219-2417. Website:

Quality Assurance: The American Strategic Management Institute (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 on the evaluation form provided upon your arrival. Should you feel dissatisfied with your learning 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 805 15th Street, NW, 3rd Floor Washington, DC 20005

Washington Marriott at Metro Center 775 12th Street NW Washington, DC 20005 1-800-266-9432/1-506-474-2009 (International)

Note: As speakers are confirmed six months before the event, some speaker changes or topic changes may occur in the program. The Institute is not responsible for speaker changes, but will work to ensure a comparable speaker is located to participate in the program.

To register online, please visit Quality and click on the Venue and Hotel tab.

If for any reason ASMI decides to cancel this conference, ASMI accepts no responsibility for covering airfare, hotel or other costs incurred by registrants, including delegates, sponsors and guests.

Tuition & Group Discounts: The tuition rate for attending the Quality Management and Improvement Training is as follows: Pricing

Expires Expires Expires 10/14 11/14 12/14

Training Only








For more information on pricing, or for information on group discounts, please contact please contact Anthony Masucci at 202-739-9548 or email him at

Discounts & Payment: •A  ll ‘Early Bird’ Discounts must require payment at time of registration and before the cut-off date in order to receive any discount. •A  ny discounts offered whether by ASMI (including team discounts) must also require payment at the time of registration. • All discount offers cannot be combined with any other offer. • Discounts cannot be applied retroactively. Payment must be secured prior to the conference. If payment is not received by the conference start date, a method of payment must be presented at the time of registration in order to guarantee your participation at the event.

Quality Management & Improvement Training

A limited number of rooms have been reserved at the Washington Marriott at Metro Center at the prevailing rate of $181. This rate is based on the Government Per Diem and the discounted rate is only secured up until 3 weeks prior to the start of the event. Therefore, please call the hotel 3 weeks prior to secure the rate. When calling the hotel please reference The Performance Institute and the name of the event “Quality Management and Improvement Training” when making reservations to get the discounted rate. The hotel is conveniently located on the red, orange and blue line (at the Metro Center Metro stop) and it is located only a few blocks from The Performance Learning Center.

Sponsor Organization Name and Sponsor ID Number: Thompson Media Group 109435



Visit us online:


Fax this form: 866-234-0680

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Cancellation Policy: The American Strategic Management Institute (ASMI) will provide a full refund less a $399 administration fee for cancellations requested four weeks prior to the event start date unless cancellation occurs within two weeks prior to the event start date. If a cancellation is requested less than two weeks prior to the event start date, no refund will be issued. Registrants who fail to attend and do not cancel prior to the event will be charged the entire registration fee. All cancellations must be requested through the cancellation link found in your attendance confirmation email. Please note that cancellation is not final until you receive a cancellation confirmation email.

o I have read and accepted the Cancellation Policy above. ACKNOWLEDGED AND AGREED By: _________________________________________________________________________________Date: _______________________________________

Priority Code: B362-WEB

Quality Management & Improvement Training



Earn up to 21 CPE Credits Apply Cross-Industry Quality Management Strategies to Minimize Operational Inefficiencies and Deliver Better Servi...