Breakout Session B
1:45 p.m. - 3:00 p.m.

All breakouts will take place on Wednesday, Feb. 24, at the Franklin Marriott Cool Springs. Click the workshop title to jump to expanded information.

B1: The Righteous Organization: Addressing ethics and
compliance challenges

1:45 p.m. - 3:00 p.m.
Many organizations deploy ethics and compliance initiatives and functions. Do these attempts at regulating employee behavior make a difference? What are the key components to creating an ethical and compliant organization?

Learn what your organization can do to do to help foster an ethical culture.

Presented by Megan Barry, Vice President of Ethics and Compliance, Premier, Inc.

B2: 2009 Excellence Winner: Best Practice Sharing with Maury Regional Medical Center

1:45 p.m. - 3:00 p.m.
Hear leaders from Maury Regional Medical Center recount their excellence story, including best practices and improvement initiatives.

Presented by Maury Regional Medical Center

B3: The Tennessee Municipal Benchmarking Project: A case study of
comparative community measurement

1:45 p.m. - 3:00 p.m.
Have you ever wondered what is really meant by “benchmarking,” and how it fits within organizational performance measurement and management programs? The Tennessee Municipal Benchmarking Project is a comprehensive comparison of specific functional area performance between participating municipalities in Tennessee. The presenter will discuss how this program has evolved, its role in local government performance management, and what it means for the future of Tennessee cities.

Presented by Melanie Purcell, Assistant Director, Municipal Technical, Advisory Service

B4: LEAN’s Missing Link: Training Within Industry (TWI)

1:45 p.m. - 3:00 p.m.
Training Within Industry (TWI) has been described as the missing link to LEAN. It was developed during the early 1940s to help boost production in support of the war effort. Although TWI fell off the radar of U.S. Industry after the war, it was embraced by many Eastern European and Japanese companies during the reconstruction years that followed.

Training Within Industry (TWI) has been making a resurgence in the U.S. over the past few years, and not just in manufacturing. Health care companies and educational institutions are learning to benefit from it, too. Attendees will take away:

• An understanding of the modules of Training Within Industry (TWI) and how their principles can be applied to any organization
• How to sustain LEAN manufacturing efforts using Training Within Industry
• Insights into overcoming the obstacles of developing an effective production-level training system
• Examples of different types of business that have successfully implemented LEAN and TWI principles.

Presented by Denny Hall, Training Manager, Marvin Windows and Doors of Tennessee

B5: Exceptional Service Comes from Within: How to engage internal providers

1:45 p.m. - 3:00 p.m.
When we think about customer service, we tend to envision our external customers who pay for some sort of transaction. But what about our internal customers?

It can be a challenge to view our co-workers (within or outside of our departments) as customers of our services. Internal customer service may consist of training, transfer of information or technical support. Do you find it difficult to get your internal service providers to give you the same high level of customer service as they do their external customers? Does your staff see those internal "help" calls as interruptions to their real responsibilities?

Exceptional internal customer service can have an impact on the morale, productivity, and ultimately the profitability of an organization. Learn the proven tools used by Turner Broadcasting (CNN, Cartoon Network, TNT, etc) to increase internal customer satisfaction.

Presented by Nicole Serchion, Business Excellence Specialist, Turner Broadcasting System, Inc.