John Maar,Director, SixSigmaServices,MotorolaUniversity, US

Tom Kubiak,Corporate Director,Six Sigma, Sears,Roebuck & Co., US

Simon Houghton-Dodd, QualityManager, Tate &Lyle Europe, UK

BrianPlenderleith,Senior QualityOfficer, DefenceAviation ResearchAgency (DARA),UK

Jukka Silén,Manager, Head ofR&D Department,Muovipoli Ltd,Finland

Unique Format

Key Presentations from Six Sigma experts

Customer-Focused Six Sigma Forum16th & 17th February 2004 Radisson SAS Portman Square, London

One-to-One meetings with delegates & suppliers

Multi-streamed conference sessions

Themed luncheon discussions

World-class speaker programme

Access Events International

To register: Call the Booking Hotline on +44 (0) 20 7940 7090 • Fax: +44 (0) 20 7940 7071 • Online:www.sixsigma.access-events.com

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Applies to all registrations

received by19th Dec 2003

See back for details

Day One – Monday 16th February 2004

08.30 Delegate registration and coffee

08.55 Chairman’s introduction:Dr Yasar Jarrar, Visiting Fellow, Cranfield School of Management, UK

09.00 OPENING KEYNOTE: NEXT GENERATION SIX SIGMAIgnaz Maarse, Director Six Sigma, GE Power Systems, UK

● Select & define new projects● Obstacles● Challenges● Voice of the customer

09.40 BRINGING SIX SIGMA TO THE CUSTOMERNico Alonzi, Senior Project Leader, Celerant Consulting

10.20 THE WDA SIX SIGMA PROGRAMME - IT'S QUESTION TIMEPhilip D. Catherwood, Six Sigma Programme Manager, Welsh Development Agency

● How can you see if a business is Six Sigma?● Is Six Sigma and DMAIC new?● Is Six Sigma robust enough to always deliver success? ● Does one size of Six Sigma fit all?

11.00 Morning Coffee

11.20 KEYNOTE: SIX SIGMA IN RETAIL: ENSURING CUSTOMER SATISFACTIONTom Kubiak, Director Six Sigma, Sears Roebuck & Co, US

● Characterization of a common retail environment - focus on brick and mortar stores● Understanding drivers of both customer satisfaction and dissatisfaction in a retail environment● Retail processes, obstacles & company policy

12.00 KEYNOTE: LEGENDARY CUSTOMER SERVICE: THE POWER OF SIX SIGMAJohn Maar, Director, Six Sigma Services, Motorola University, US

How Motorola uses Six Sigma to:● Qualitatively and quantitatively identify our customers’ requirements and expectations, and establish

appropriate performance metrics and goals● Align the organization with those requirements and expectations● Execute flawlessly to achieve Motorola’s fundamental objective and every Motorolan’s overriding

responsibility – total customer satisfaction

12.40 Lunch

13.40 LEAN SIX SIGMARobert Blaha, President, Human Capital Associates

Typical Meeting Schedule

14:15 Meeting One

14:40 Meeting Two

15:05 Meeting Three

15:30 Meeting Four

15:55 Meeting Five

16:20 Meeting Six

16:45 Meeting Seven

17.10 KEYNOTE: THE JP MORGAN EXPERIENCEAlex Balbontin, Six Sigma Programme Manager, JP Morgan Chase

17.50 Close of conference followed by the Networking Drinks ReceptionUse this opportunity to network with peers, meet suppliers and discuss opportunities

World class event

In today’s competitive environment,customer satisfaction is key. Therelentless search for new ways toexceed customer expectation, influencecustomer perception and drive downcosts in the process, is ongoing. Thisevent will show you how Six Sigmacan be used to reduce variation,produce bottom-line savings andimprove customer processes.

This event is different to any event youhave ever attended. The speciallyconvened Networking Gala allows youto arrange up to seven pre-scheduledbusiness meetings with fellowdelegates and vendors

These informal sessions allow you topick and choose from a series ofdiscussions that are directly relevant toyour company, with a group of like-minded peers

Forum Focus

Next generation Six Sigma● GE Power Systems demonstrates

how Six Sigma provides an overallhigh-performance business systemfor the execution of business strategy

Unacceptable delays?● Learn from Bedfordshire Magistrates

Court how Six Sigma can reducevariation in critical administrativeprocesses

Improve business performance● Hear Tate & Lyle outline the

challenges and successes ofimplementing the voice of thecustomer in their business

Six Sigma – too expensive?● Muovipoli Ltd shows how it is

possible to reduce the cost of SixSigma implementation to make itmore accessible to SME’s

Improve cost efficiency● BT demonstrate how to reduce costs

while maintaining customersatisfaction

Improvements in customer care● Learn how Airbus is integrating

strategic whole system developmentwith customer-focused improvements

Customer-Focused Six Sigma Forum

To register: Call the Booking Hotline on +44 (0) 20 7940 7090 • Fax

SPEED-DATING F O R B U S I N E S S

THEMED LUNCHEON DISCUSSIONS

SPEED-DATING F O R B U S I N E S S

World class event • Themed luncheon discussions • One-to-one meetings John Maar, Director, Six SigmaServices, Motorola University John Maar is the Director of SixSigma Services with Motorola

University. With a primary focus on Europe,he is responsible for helping Motorolasuppliers, channel and alliance partners, andcustomers enhance their businessperformance and financial results. Prior tojoining Motorola University in 1997, Johnspent 7 years with Motorola’s WorldwideWireless Data Solutions team, and 10 yearswith Amoco Oil Company

Tom Kubiak, Corporate Director, Six Sigma, Sears, Roebuck & Co.Tom has been corporate director,

Six Sigma, for Sears, Roebuck and Co.,Chicago, since May 2002. Previously, heserved in a variety of roles, including qualityand Six Sigma, over a 23-year career withHoneywell. Kubiak is a Senior Member ofASQ and chair of ASQ’s PublicationManagement Board and is an ASQ Six SigmaBlack Belt

Simon Houghton-Dodd, QualityManager, Tate & Lyle EuropeSimon joined Tate & Lyle in 1998

with responsibility for all technical issues (and recently environmental issues) acrossthe business. Before this he worked for Nestlefor eight years, firstly for Nestle Rowntree'sdivisional quality assurance department,managing the division's certification toISO9002. Later he moved to the breakfastcereal division as quality assurance manager

Jukka Silén, Manager, Head of R&DDepartment, Muovipoli Ltd, FinlandJukka started in 1999 at MuovipoliLtd (Development Centre for the

Plastics Industry), as Manager of R&D. Todayhe has managerial responsibility for variousR&D projects in Finnish plastics industry,broad experience in quality improvement ofproducts and processes and has beeninvolved with Six Sigma and statistical tools invery firm co-operation with Finnish plasticsindustry since 1998

Day Two – Tuesday 17th February 2004

08.30 Re-registration and coffee

08.55 Chairman’s introduction and recap of the first day: Dr Yasar Jarrar, Visiting Fellow, Cranfield School of Management, UK

09.00 LEADERSHIP FOR SUSTAINABLE BUSINESS IMPROVEMENT Norman Hardie, Vice President, Large Component Manufacturing, Airbus UK

● Leadership for sustainability● Learning by leading the hard way

Six Sigma Tools & Techniques

09.45 TRAINING THE CUSTOMER IN THE HEALTHCARE ENVIRONMENT● Project tracking● Communications & marketing strategy

10.10 BT CASE STUDY: COMBINING CUSTOMER SATISFACTION WITH COST EFFICIENCYMike Purser, Head, Six Sigma Training & Development, BT Wholesale, UK

● Shaping the delivery processes● Keeping the customer happy

10.50 Morning Coffee

STREAM 1 - SMES AFFORDABLE SIX SIGMA

11:10 DEPLOYMENT PLAN FOR SME’SJukka Silén, Manager, Head of R&DDepartment, Muovipoli Ltd, Finland

● The advantages of Six Sigma for the SME● Which tools & techniques?● Demystifying Six Sigma – not just a tool for

large multinationals● Requirements of successful deployment of

Six Sigma in an SME

11:50 AFFORDABLE SIX SIGMA

STREAM 2 - PUBLIC SECTOR SIX SIGMA

11:10 SIX SIGMA IN THE CRIMINAL JUSTICESYSTEMMarilyn Dyason, Chief Executive,Bedfordshire Magistrates Court, UK

● Six sigma as a strategic management tool● Establishing customer expectations and

measuring the gaps● Setting stretch targets to reduce variation in

critical processes: the role of six sigma inclosing “gaps” in customer satisfaction

11:50 CASE STUDY: IMPLEMENTING SIXSIGMA IN THE PUBLIC SECTOR

12.30

Best Practice

13.40 CHALLENGES IN INTEGRATING THE VOICE OF THE CUSTOMER INTO THE TATE & LYLEBUSINESSSimon Houghton-Dodd, Quality Manager, Tate & Lyle Europe

● The importance of voice of the customer● The challenge for Tate & Lyle

14.20 INTERACTIVE PANEL DISCUSSIONManaging cultural change in Six Sigma implementation

15.00 Afternoon Tea

DISCUSSIONSTHEMED LUNCHEON

: +44 (0) 20 7940 7071 • Online: www.sixsigma.access-events.com

Learn from the experts

16.30 Chairman’s closing remarks and close of conference

STREAM 1 - 0-2YRS - PREPARING FOR SIX SIGMAIMPLEMENTATION

15.30 AN ACTION PLAN TO KICK-STARTYOUR ORGANISATIONS SIX SIGMAEFFORTBrian Plenderleith, Senior Quality Officer,DARA (Defence Aviation RepairAgency), UK

STREAM 2 - 2+ YRS - TAKING IT TO THE NEXT LEVEL

15:30 TRANSFORMING YOURORGANISATION THROUGH STRATEGICSIX SIGMAPatrick Standing, Master Black Belt,American Express, UK

Exhibition & SponsorshipOpportunities

A limited number of opportunities areavailable. For further informationcontact Oliver Sloane on +44 (0) 207940 7087 or emailoliver.sloane@access-events.comFor all delegate enquiries pleasecontact Sandy Greenway on+44 (0) 20 7940 7099 or emailsandy.greenway@access-events.com

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16 - 17 February 2004, Radisson SAS Portman Square, London

Customer-Focused Six Sigma Forum

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Please indicate whichstreams you would liketo attend on the morningof day 2 AND theafternoon of day 2

Day 2 / AM – 17th February 2004

Stream 1: SMES AFFORDABLE SIX SIGMA

Stream 2: PUBLIC SECTOR SIX SIGMA

Day 2 / PM – 17th February 2004

Stream 1: 0-2 YRS - PREPARING FOR SIX SIGMA IMPLEMENTATION

Stream 2: 2+ YRS - TAKING IT TO THE NEXT LEVEL

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Radisson SAS Portman Square, London22 Portman SquareLondon, W1H 7BGTel: + 44 (0) 20 7208 6000Fax: + 44 (0) 20 7224 4928

FEE: £1350 + VAT

Early Booking IncentiveFoum with early booking discount£1250 +VAT. To qualify for the earlybooking discount payment must bereceived no later than 19th Dec 2003

Fee includes• Speed-Dating for Business• Conference sessions• Conference documentation• Lunches and refreshments• Networking drinks reception• Themed luncheon discussions

AccommodationOvernight accommodation is not included in the registration fee. Areduced rate is available at the Radisson SAS Portman Square, a HotelBooking Form will be sent with registration confirmation. Please call thehotel direct on +33 (0)20 7208 600 and quote Booking Reference "GA2”when booking. It is advisable to book early to secure the reduced rate.

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or more• To qualify bookings must be received from the

same organisation at the same time

Meeting ChoicesOrganiser will supply details of attending supplierrepresentatives in advance to ensure that meetingchoices are made. Meeting choices must be madeby the due date (to be supplied)

Business MeetingsBusiness meetings are an integral part of theevent. To ensure that delegates are able to meetwith vendors, delegates are required to completea short questionnaire within 14 days of receipt

Participation at EventOrganiser will prepare a schedule of meetings and individual Delegates willattend the Business Meeting Appointments as detailed on the final itinerarypresented to them at the venue

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