Creating Customer Value – Synopsis

This World Quality Day 2020 event is a great opportunity to shine the spotlight on individuals and organisations that are deeply invested in creating and improving customer value.

Join our guests as they share their ideas and experiences on questions we are all challenged to answer in our own professional and business lives – such as

• What is “customer value” and how do we recognise it?

• How do we determine the best tools and techniques for delivering customer value?

• Perhaps most topically – how will the ever more extreme challenges of the 2020s (not least COVID-19 and Brexit) influence perception of customer value, and how should successful organisations adapt to those changes?

In a world of ever-increasing customer expectations, competition and technological change, the CQI believes that businesses are striving to be seen as ‘partners’ in the eyes of their stakeholders. Find out from three organisations in different areas of business what that means in practice, and put your thoughts and questions to members of the management teams who are making it happen.

This WQD event gives us the opportunity to highlight how quality can help to create customer-focused organisations.

In addition to the facilitated discussion among our Panel, there will be ample opportunity for you to ask questions and participate in the discussion, mainly via a Question and Answer session at the end.

Event Joining Instructions:

Please join the event from your computer, tablet or smartphone.

https://global.gotomeeting.com/join/300427965

You can also dial in using your phone but note this is not a free number.

United Kingdom: +44 330 221 0088

Access Code: 300-427-965

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Please Note - this event will start at 7.00pm but you will be able to log in to GoToMeeting from 6.45pm in good time for the 7.00pm start

Speakers / Panellists

Carl Woodwiss is the Head of the Customer Success function for Alcumus ISOQAR, a team who’s sole objective is to understand organisational objectives, risk landscapes and to drive value and support into the risk mitigation and resilience programmes of their clients. Their 'mentality' is to create holistic understandings of an organisations risk strategy and to help our clients demonstrate their commitment to compliance and ongoing development.

Carl has been in the ISO certification world for the better part of a decade and supported organisations from SME to Global Landscapes, from relatively simple to extremely complex programmes and everything in between. Carl has also supported a huge variety of sectors including, but not limited to, Aerospace, Manufacture and Construction, Professional Services and IT/Telecom as well as being a Lead Auditor for both, ISO 9001 and ISO 27001.

Will Stead, Operations Director, Virtue Technologies Ltd., an organisation providing IT services and support to the education sector.

Will is a strategic thinker with a passion for excellence and a reputation for delivering high-quality services through effective leadership. Having over 30 years’ experience in IT and Operations Management across numerous sectors including Defence, Aviation and Education, he works closely with Multi Academy Trusts and Schools in his current role to help them develop and manage their IT Services. Will is also on the Board of Nugent, a Liverpool based charity, and in his “spare” time is an international award-winning photographer, photographic judge and lecturer on photographic topics.”

Ian Bell, Chief Operations Officer, The Templand Group, an organisation providing support and expertise in electrical, communications and network services.

Ian retired from corporate life at the end of 2012 after enjoying 12 years in senior management and board roles within Commercial Catering Equipment Manufacture and Sales throughout Europe and the United States. He then started a Consultancy Business specializing in understanding and creating business development opportunities and personal mentoring senior management/ owners of SME’s within various business sectors. In 2016 he became involved in the acquisition and subsequent turnaround of ITI Communications, now the Templand Group, to its current successful level and its planned continued development in accordance with its dedicated Roadmap.”

Facilitator

Stephen Singer, Director, Infralogics Limited and CQI Branch Committee Member

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Extraordinary General Meeting

Following this main event, there will be a short EGM for the purpose of:

• A procedural vote to extend the terms of existing Branch / Acting Branch Officers and Committee until the Branch’s Annual General Meeting to be held in March 2021. In this respect, due to the Pandemic closedown and the current situation, no Annual General Meeting took place in 2020, and some Officers’ and Committee Members’ terms of office should have ended this year. This motion is to enable Branch Officers and Committee Members to continue in their roles until March 2021 when, as part of the AGM, elections of Officers and Committee Members will occur.

• Sharing your ideas for future activities that you would like to see from your local Branch

Please note that the next Annual General Meeting will take place in March 2021 when we will

• Reflect on the challenges of the past year,

• Share Ideas for events in 2021 and

• Elect Branch Officers and Committee Members

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Please Note the Following:

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