The Cost of Quality: How to Cost Customer Complaints & Returns                           An Industry Roundtable Discussion

Tuesday, March 6, 2007   5:30pm to 8:30pm

Customer Satisfaction:  Complaints, Cost of Quality, and Lost Business

Each of us has had our own experience with product failures, poor service, and failed expectations.  After a bad experience, how many of us continue to do business with that company, or buy the product again? 

Customer dissatisfaction is a dilemma that companies need to manage well.  Too often, the front line associates and the complaint departments are poorly equipped to handle and resolve customer issues. 

Many manufacturers focus their attention on the new products, and pay little attention to problems with existing products and services.  What does this neglectful attitude really cost?  In October, ABC's 20/20 discussed how customers are "getting back".

In this session, we will discuss how dissatisfied customers react when companies don't address their customer's problems.  We will also learn tools to measure the "Complaint Cost of Quality" in dollars - a language that all companies understand.

Discussion Leader:  Christine Posin, RAC

Christine Posin is a consultant, specializing in regulatory and quality assurance compliance.  Chris has over 29 years experience in the medical device industry, with a background in Quality Assurance, Quality Education, and Regulatory Affairs.  Prior to her career in the medical device industry, she was a health care professional in the cardiopulmonary field. 

In May 1996, as part of the Orange County Regulatory Affairs Discussion Group, Chris organized and now facilitates a professional network group focused on MDR reporting.  The MDR Network Group received the National Performance Review Hammer Award from Al Gore in 1999 as part of his program for innovations in government.

This Roundtable Discussion will utilize the synergy of our well-versed Subject Matter Expert along with your Regional Industry Peers.  Please submit your discussion questions on-line and help make this a valuable experience for everyone.

Location:   NuVasive;   4545 Towne Centre Court;   San Diego, CA 92121

To Register:  http://www.acteva.com/booking.cfm?binid=1&bevaID=127797  at Acteva.com. 

Members $20-,  Non-members $30-   (.3 R.U.s Awarded)

To encourage interaction, seating is limited to the first 40 registrants, so sign up soon! 

Food:  Sandwich (turkey/beef/veg), chips, and beverages provided.

For more information, contact:  Karen Liu at (858) 909-1973 or e-mail  kliu@nuvasive.com