25th Annual Service Quality Conference

Please join us for the 25th Annual Service Quality Conference held on October 24-25, 2016 at the Crown Plaza hotel in Chicago IL. Our conference theme is Customer Experience Evolution. Once again, the ASQ Service Quality Division will assemble some of the industry’s leading service leaders to provide engaging discussions around service quality standards. Anyone involved in service quality, customer relationship management, gathering and acting upon the voice of the customer or enhancing the customer experience must attend this conference.


Please join us in Chicago for two days of networking and discovery. Whether you are new to quality or have been involved in quality for years, the conference offers a variety of tracks and topics that everyone can benefit from attending.


To register for this event, please visit: http://asq.org/conferences/service-quality

Keynote/General Session Speakers

We are excited to announce the following keynote and general sessions speakers who will be presenting at the conference.

Dr. Joseph A. DeFeo, Chairman and CEO of Juran Global, is recognized as one of the world’s leading experts on transformational change and breakthrough quality management. For 27 years, Joe has worked as a trusted adviser helping business leaders increase sales, reduce costs, and improve its customer experience through the deployment of performance excellence programs such as business process quality management, Lean, Six Sigma, strategy deployment, and change management.

Kurt Hofmeister is the president at The Total Quality Group, Inc. Kurt is an international expert in the “Voice of the Customer” (VOC), Design for Six Sigma (DFSS) and QFD. He specializes in applications for service and process-intensive companies. He has developed specific quality management models for a wide variety of industries including food, continuous/batch process industries, service industries, and assembled product industries.

Ralph Barletta has more than 22 years of experience in the knowledge management and eCRM industries, helping Fortune 1000 companies successfully deploy these key technologies in their large call centers. Prior to co-founding Knoah, he was product evangelist for eGain’s Knowledge Products.

Alex Stall is the CMMI Practice Leader at the CMMI Institute, providing subject-matter expertise as well as training, consulting, and appraisal support for clients around the world. Alex also provides technical expertise to CMMI Institute’s SCAMPI Operations group, and is involved in product development and maintenance projects.

David Driskill has had his own consulting firm since 1979 and is a Founding Partner of National Quality Review and NQR Institute.  Mr. Driskill has served his clients as a consultant, educator, and researcher in a number of fields, including; Financial Services, Health Care and Law Enforcement.  In Financial Services, he is widely known as an effective teacher and presenter as well as being a frequent speaker at industry conferences.

Randy Brandt is Founder and Principal of Voice Crafters®, a customer experience and loyalty research and consulting firm.  Over the past 30 years, Dr. Brandt has assisted more than 300 manufacturing and service firms in Asia, Australia, Europe, and North America with their efforts to improve customer and employee experience in order to drive business results.

Conference Sponsors

Platinum Level


Lanyard Sponsor





We look forward to seeing you in Chicago!

Colleen Bolton and Alan Bruno

Conference Co-Chairs