B700

THE
PERFORMANCE
CONFERENCE
2009
Measures, Metrics and Management Systems to Improve
Organizational Performance and Profitability

MAY 4-7, 2009 | ORLANDO, FL

FEATURING TEN COMPREHENSIVE TRACKS: Measures and Metrics for Performance Management | Measure and
Improve Employee Performance | Link Lean Six Sigma Methods to Strategy | Effectively Manage Business
Intelligence | Essentials of Customer Management | Apply Metrics to Manage Performance | Foster and Promote
a Performance Culture | Maximize Lean Six Sigma Tools | Incorporate Effective Business Analytics Improve the
Customer Experience

Where Leaders in Performance Management Gather to Share Ideas, Best Practices and Strategies
www.ThePerformanceConference.com

www.ThePerformanceConference.com 1

WHAT IS THE
PERFORMANCE CONFERENCE?
Business executives gather to explore the latest innovations and best practices in performance
management and process improvement initiatives at the annual Performance Conference. The
Performance Conference is led by speakers from the upper echelons of performance-based
companies and organizations, focused on performance management systems, measures and
metrics, employee performance and project management. By putting delegates in the room with
the best in class in performance management and measurement professionals, The Performance
Conference seeks to drive results and improve organizational performance and profitability.

Who Will Be at The Performance Conference?
TITLE
• All C-Level Executives • Vice Presidents • Managers
• Presidents • Directors • Analysts
… and anyone involved in the planning, development and management of organizational
performance.

FUNCTION
• Strategic Planning • Information Technology • Sales/Business
Development
• Human Resources • Customer Management
• Finance • Marketing/Research/
Product Development
• Operations

INDUSTRY
•
• Education
• Financial Services Technology and
Telecommunications • Automotive and
• Retail/Consumer Goods
Transportation
• Healthcare and • Travel, Hospitality and
Pharmaceuticals Entertainment • Energy and Utilities
• Industrial Manufacturing

Achieve Your Enterprise Objectives through Comprehensive
Performance Management

2 The Performance Conference 2009

LETTER FROM THE
CONFERENCE CHAIRS
Dear Colleague:

The mortgage crisis, a weak dollar, low consumer confidence, inaccurate forecasts – the difficulties of the current eco-
nomic landscape are clear. Over the last year, many organizations have reported serious drops in profitability. Most
businesses understand how to survive in these kinds of economic conditions: budget cuts, re-evaluate hiring initiatives
and invest more energy into sales efforts. Whether you call it a downturned economy, a “credit crunch” or a recession,
the truth is that all industries have felt the impact.

In an economic downturn, organizations too often make hasty business decisions influenced by an immediate need.
Instead, organizations that utilize long-term planning help position themselves for success when riding out economic
hardships. In a downturned economy, the role of performance management is more important than ever to improve
operational efficiencies, cut costs and improve profitability. Performance management enables more effective man-
agement by delivering a complete view of operations and processes and provides greater clarity and insight into your
organization’s profitability, customers, operations and financial stability.

To enhance your own efforts to define, implement and advance performance improvement strategies during a down-
turned economy, you are invited to join leaders in organizational performance at The American Strategic Management
Institute’s Performance Conference 2009, May 4-7, 2009 in Orlando, FL.

At this national event, you will learn how to define and execute strategies within your organization that align with
corporate goals and drive performance across all key business functions, including finance, workforce and operational
performance. We will take a look at the various performance management and business intelligence solutions that
provide valuable information and data as predictive indicators to increase sales, optimize inventory levels, reduce costs,
improve profitability and spot relationships with customers that could lead to more business opportunities. Unlike any
other event, The Performance Conference will focus on the challenge of aligning strategy with measures to achieve your
enterprise objectives through comprehensive performance management.

While everyone is looking for a way to improve their sustainable market advantage, a new differentiator has emerged:
the purposeful management of service excellence. Ensure that employees know what is expected of them by commu-
nicating how their business unit goals and objectives relate to overall organizational strategy. Achieve higher levels of
performance through proper measurement and support, and establish “line of sight” performance reporting to instill
accountability and transparency for progress. By creating, designing and executing memorable service excellence, you
will build positive customer and employee relationships resulting in solid revenue growth in economic hardships.

The nation’s leaders in performance management will be on hand for The Performance Conference 2009. Join them and
you will emerge with powerful lessons and tools for driving real and immediate performance improvements in your
organization.

I look forward to seeing you in sunny Orlando!

Best Regards,

Stephanie Donaldson Roy Barnes
Vice President of Education Former SVP of Strategic Management and Customer Development
American Strategic Management Institute Marriot Vacation Club International
President, Blue Space Consulting

AGENDA
AT-A-GLANCE
Pre-Conference Seminars: Monday, May 4, 2009
8:00 Pre-Conference Seminar Registration & Continental Breakfast
9:00 SEMINAR A SEMINAR B SEMINAR C
Balanced Scorecard Fundamentals: Build and Budgeting and Forecasting: Beyond Lean Six Sigma
Design Your Scorecard Budgeting: Create Your Roadmap for Change White Belt Certification
4:00 Seminars Adjourn
*Lunch will be provided.

Day One: Tuesday, May 5, 2009
7:30 Conference Registration, Continental Breakfast & Exhibits
8:30 Welcome Address and Opening Remarks by Chairperson
8:45 KEYNOTE ADDRESS Convert Strategy Into Action through Performance Management
TRACK A TRACK B TRACK C TRACK D TRACK E
Measures and Metrics for Measure and Improve Link Lean Six Sigma Effectively Manage Essentials of Customer
Performance Management Employee Performance Methods to Strategy Business Intelligence Management

9:30 Connect Strategic Develop an Appraisal Align Lean Six Sigma with Design Integrated Develop Key Customer
Planning and System to Manage, Overall Organizational Business Metrics to Feedback Measures and
Organizational Results to Measure and Improve Strategy Maximize Performance Metrics
Performance Management Employee Performance
10:30 Break in Exhibit Hall
11:00 Formulate, Align and Track the Effectiveness Build Key Infrastructure Use Performance Utilize Customer Data
Integrate Performance of Your Organization: for a Successful Lean Six Modeling and Dashboards to Assess the Customer
into Your Business Measuring What’s Sigma Deployment to Link Strategy to Experience and Drive
Strategy Important Operations Innovation
12:00 Networking Luncheon & Exhibit Hall
1:00 Select the Right Measures Connect Employee Select and Mobilize Drive Business Value by Use Customer
for Enhanced Corporate Engagement and Leaders Around Six Sigma Effectively Managing Your Segmentation to Enhance
Performance Performance to Customer Initiatives BI Program the Customer Experience
Satisfaction and Drive Profitability
INTERACTIVE SESSIONS
2:30 Strategy Mapping: Increase Performance Innovation: Understand Assess Your BI Maturity: Build a Customer-Centric
Bridge the Gap Between through Talent the Tools and Power of Take BI to the Next Level Culture of Performance in
Performance Strategy and Management and TRIZ Your Organization
Execution Succession Planning
4:30 Networking Cocktail Reception
5:30 Adjourn

Top 10 Reasons to Attend
1 2 3 4 5 AMPLIFY the
DRIVE a
PERFECT Your
DEVISE
ENHANCE Your
Performance of
Customer-Centric
Performance
Measures for Your
Performance
Your Employees
Culture in Your
Reporting
Organizational
Management
Organization
Goals
System


AGENDA
CONTINUED
Day Two: Wednesday, May 6, 2009
7:30 Continental Breakfast & Exhibits
8:30 Opening Remarks by Chairperson
8:45 KEYNOTE ADDRESS The Art of Change Management
9:30 Lead a Performance Management Culture in a Complex Organization
Track F: Track G: Track H: Track I: Track J:
Apply Metrics to Manage Foster and Promote a Maximize Lean Six Incorporate Effective Improve the Customer
Performance Performance Culture Sigma Tools Business Analytics Experience
10:45 Boost the Bottom Line: Develop a Performance Use Voice of the Customer BI Performance Drive the Customer
Use Metrics to Manage on Management System to Techniques to Gain a Dashboards: Measure, Experience to Build
Demand with Practical Manage and Track Competitive Advantage Monitor, and Manage Customer and
EPM Solutions Your Business Employee Loyalty
Performance
12:00 Networking Luncheon & Exhibit Hall
1:00 Dashboard Design: Cascade Organizational Lean Tools: Understand Gather and Interpret Move from a Corporate-
Choose the Right Data Business Line Priorities Value Stream Mapping, Data to Understand Focused to Customer-
and Key Performance through All Levels of the 5S, and Kaizen Predictive Analytics and Focused Organization
Indicators Organization Drive Strategy
2:00 Networking Break in Exhibit Hall
PERFORMANCE MANAGEMENT DIALOGUES
2:30 Healthcare: Challenges Technology: Leverage Financial Services: Budget Performance: Project Performance:
and Opportunities: Technology to Increase Effective Risk The Role of Key Business Implement Effective
Managing Performance in Performance Management for Drivers in the Project Performance
Healthcare Financial Services Budgeting Process
3:45 Chairperson’s Closing Remarks: Developing and Capitalizing on a Performance Management System
4:15 Conference Adjourns

Post-Conference Workshops: Thursday, May 7, 2009
8:00 Post-Conference Workshop Registration & Continental Breakfast
9:00 Workshop A: Performance Workshop B: Develop HR Workshop C: Lead Workshop D: Design a Workshop E: Implement
Alignment: Garner Metrics that Align with and Organize Business Customer Experience for Proven Strategies to
Executive “Buy-In” and the Company’s Mission Intelligence Teams: Increased Profitability and Ensure a Successful Six
Cascade Enterprise and Drive Results Improving Individual and Market Share Sigma Deployment
Strategy throughout the Team Performance
Organization
12:00 Workshops Adjourn

6 7 8 9 10 DESIGN Integrated
MEASURE
UTILIZE Customer
UNDERSTAND
PLAN and
Business Metrics
and Improve
Insight to Drive
Predictive
Implement the
to Maximize
Employee
Innovation
Analytics to
Value of Lean
Performance
Engagement
Drive Strategy
Six Sigma


PRE-CONFERENCE
SEMINARS
Monday, May 4, 2009

Pre-Conference Seminars are hands-on, interactive sessions with specially designed exercises and projects that have
immediate application. With this full-day application session, you will enhance your training experience by establishing
a reference point of knowledge, language and methodologies for the rest of the event. These seminars will dive deep
into Balanced Scorecard, budget forecasting and Lean Six Sigma to help improve your expertise and gain knowledge of
practical tools to implement from field experts. Enrollment space is limited, so register today to reserve your place.

8:00
Pre-Conference Seminar Registration & Continental Breakfast

9:00
SEMINAR A SEMINAR B
Balanced Scorecard Fundamentals: Build and Design Budgeting and Forecasting: Create Your Road Map
Your Scorecard for Change
Understanding the fundamentals of the Balanced Organizations struggling to improve the efficiency and
Scorecard (BSC) methodology is critical to maximizing effectiveness of Budgeting and Forecasting often settle for
the execution of strategy. This workshop, including incremental improvements when more comprehensive
hands-on exercises, will help you learn how to integrate change is needed. This session describes how top finance
proven BSC tools and techniques to achieve breakthrough organizations are saving time and improving results by
results. Learn the basics of Balanced Scorecard design shifting from traditional budget development and control
and deployment, while gaining insights into the potential to the use of more robust tools like relative performance
pitfalls and hurdles to successful implementation. measurement, cost control and rolling forecasts. Find
Discover the best practices in the latest BSC advancements out how to transform your company’s budgeting and
to accelerate your results towards a strategy-aligned forecasting cycle into an adaptive financial model.
organization. Completion of this workshop will help Evaluate your company’s strengths and weaknesses to
you translate BSC theory into concrete results for your improve your existing processes. This workshop you will:
organization. Develop a solid understanding of key BSC
• Analyze the effectiveness of your existing management
concepts and misconceptions.
processes
• Receive complimentary copy of Harvard Business • Create a road map for effective implementation of
School #1 ranked Hall of Fame Case Study “Crown improved processes
Castle International” (program directed by trainer Bob
• Move from traditional models to continuous planning
Paladino)
and adaptive control
• Learn 25 Hall of Fame best practices and valuable
• Learn from best practices case studies
lessons – and pitfalls to avoid
MITCH MAX
• Learn how to use established tools and templates to help
Managing Partner
accelerate your results
DecisionVu
• Discover a roadmap for the journey to developing,
deploying and cascading strategy maps and scorecards
• Understand the key links to BI, covered more
completely in the afternoon workshop
BOB PALADINO
Former SVP, Crown Castle International
Founder, Bob Paladino & Associates


PRE-CONFERENCE SEMINARS
CONTINUED
Monday, May 4, 2009

9:00 12:00
SEMINAR C Networking Luncheon
Lean Six Sigma White Belt Certification
Our intensive White Belt Certification program is a
1:00
basic course allowing executives to understand the
SEMINAR A (CON’T):
underlying concepts, methods and tools needed for Lean
Balanced Scorecard Fundamentals: Build and Design
Six Sigma deployment. These individuals will gain a
your Scorecard
solid understanding of the Lean Six Sigma methodology
and how it can be applied to various projects. Attendees
will learn how to utilize the key tools and techniques SEMINAR B (CON’T):
Budgeting and Forecasting: Beyond Budgeting:
needed for a Lean Six Sigma deployment. Each attendee
will be required to take a 30-minute examination at the Create Your Road Map for Change
conclusion of the course to ensure they have a working
knowledge of the information provided. After completion
SEMINAR C (CON’T):
of the course, they will be prime candidates for Green Belt
Lean Six Sigma White Belt Certification
Training.
Key Learning Objectives:
• Understand the history and background of Lean 4:00
Six Sigma Workshops Adjourn
• Learn how to develop a project charter
• Evaluate the core concepts of Lean and Six Sigma

“The diversity of opinions all converged
• Maximize your understanding of the Lean Six Sigma
methodology (focus on DMAIC – Define, Measure,
Analyze, Improve, Control)
on the same common problem:
• Learn how to identify non-value added steps in your
process
How best to drive results with
• Develop skills needed to manage the culture change
• Understand how to use data properly to effectively
business performance management
measure, analyze, improve and control performance
• Evaluate Voice of the Customer (VOC) techniques
and measures? The Performance
• Examine the Cost of Poor Quality (CPQ)
• Learn key data collection strategies

Conference highlights different theories,
• Receive basic statistics, graphical analysis and Statistical
Process Control (SPC) training

techniques and tools to establish
CHARIS GROSSMAN
Six Sigma Black Belt
Senior Fellow, The Performance Institute
a process-oriented performance
management system.”
FRANK FALZON
Director of Customer Business Planning & Analysis
MasterCard International Incorporated


DAY
ONE
Tuesday, May 5, 2009

7:30
Registration, Exhibits & Continental Breakfast

8:30
Welcome Address and Opening Remarks by Chairperson
ROY BARNES
Former SVP of Strategic Management and Customer Development
Marriot Vacation Club International

8:45
KEYNOTE ADDRESS
Performance Excellence: Connecting Organizational Strategy to Individual Execution
Moving from strategy definition to strategy execution is one of the biggest challenges that organizations face in the push
to improve performance and remain competitive. The majority of organizations, large and small, continue to struggle with
effectively communicating strategy and, in turn, converting strategy into operational execution and individual performance.
Implementing a performance management system is often the key to success in bridging this gap, but the intricacies of
implementation can be intimidating and often overwhelming. This keynote presenter will address the struggles that many
organizations face when converting strategy into execution, how to effectively align performance and accountability, and
the benefits that await your organization.
ADAM COHEN
National Vice President, Strategy Integration
UnitedHealthcare

10:30
Networking Break & Exhibits

“Implementing what is talked about in these conferences
transitions your organization from good to great.”
DAVE LAMASCUS
Arsenal Digital Solutions


TRACK
OVERVIEWS
TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT
Continuous studies show that organizations typically want to use performance management to improve organizational
results, stay focused on strategic priorities, shift focus when needed during times of rapid change and provide a culture
that will attract and develop employees. However, executives and managers continually struggle with finding the “right
measures” that will produce higher levels of growth and performance. Implementing, managing and utilizing meaningful
measures for your performance management system is no easy task, but it is certainly attainable and organizations quickly
see extensive rewards in successful implementation. These sessions will offer best practices and techniques to effectively
utilize and implement a performance management system within your organization and assist in finding the right measures
to incorporate into your performance management system.

TRACK B: MEASURE AND IMPROVE EMPLOYEE PERFORMANCE
Employee improvement thrives when there is a clear line of sight between activities and enterprise-wide goals and
strategies. As leaders, it is our job to create an environment where employees can learn to do what they do best and then
show them the process of maximizing that talent in the organization. By developing an effective talent management system
and productive succession plan, your organization’s productivity and performance potential can grow exponentially. Learn
best practices to achieve a “line-of-sight” between employees and organizational goals and strategies, evaluate performance-
based pay and design and implement employee performance incentives.

TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY
Process improvement is a necessity for any high-performing organization. Organizations that don’t strategically think
about how to operate “better, faster, cheaper” often experience a decline in customer satisfaction, process speed and
process quality. All high-performing organizations around the country are constantly trying to figure out ways to improve the
quality of their work all while speeding up the process and positively affecting the bottom line. Develop process improvement
best practices and benchmarks to improve your company’s processes today.

TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE
Business Intelligence (BI) focuses on the use of information to drive effective business actions. Capturing,
organizing and communicating the key business requirements for your BI program requires an approach that
aligns your company’s business strategy and objectives with the technical infrastructure to deliver the right
management information to the right people at the right time. Learn how to use BI to execute strategy, optimize
business processes and improve performance.

TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT
Most senior business leaders agree that differentiating your product solely on the traditional physical elements of price,
delivery or even quality is no longer a sustainable business strategy. A new differentiator has emerged, and that is the
purposeful management of your customer’s experiences. Creating memorable customer experiences can improve
customer loyalty, satisfaction and your market position. However, many companies fail to recognize the importance
and value in purposefully enhancing each step of the customer experience with their company. Learn how to create,
design and execute memorable customer experiences to build positive customer relationships that result in revenue growth.


DAY ONE
CONTINUED
CHOOSE TRACK A, B, C, D OR E:

9:30 9:30
TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE
Connect Strategic Planning and Organizational Design Integrated Business Metrics to Maximize
Results to Performance Management Performance
• Make the necessary linkages to transform strategy into • Determine the right metrics to measure and ways
action to keep them current in a continuously changing
business environment
• Take the next steps towards proper strategy formulation
• Learn techniques to ensure cohesion, assure consistency
• Learn the functional roles in strategic planning and
and avoid conflict among metrics
their link to strategy execution
• Learn where to start and how much will it cost
DENNIS KOCI
Former SVP Operations BRUCE R. WHITELY
Hilton Hotel Chief Information Officer
JJ Taylor Companies, Inc
TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE
Develop an Appraisal System to Manage, Measure TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT
and Improve Employee Performance Develop Key Customer Feedback Measures
and Metrics
• Provide effective evaluations to set goals, clarify
expectations and enhance employee performance • Use Voice of the Customer research to better
• Establish criteria for an ideal appraisal system and understand customer loyalty
appoint an implementation team • Review a case study of how one company transformed
• Communicate how performance measurements directly from a poor performer to best-in-class in customer
relate to individual and organizational goals satisfaction and loyalty
• Understand the relationship between feedback, metrics,
analysis and improved business performance
STEWART COLLINS
Global Director of GuestPath
Delaware North Companies
Align Lean Six Sigma with Overall
Organizational Strategy
• Learn how to integrate Lean Six Sigma initiatives into 10:30
your overarching strategic plan Networking Break & Exhibits
• Understand how to develop a strategic focus with
end-outcome goals and process improvement initiatives
in mind
• Start strategically thinking in terms of Lean Six Sigma
and how to achieve organizational objectives
ANGI JENNINGS
Heath Management Engineer
Adventist Health System


DAY ONE
CONTINUED

11:00 11:00
TRACK A: MEASURES AND METRICS FOR PERFORMANCE MANAGEMENT TRACK D: EFFECTIVELY MANAGE BUSINESS INTELLIGENCE
Formulate, Align and Integrate Performance into Use Performance Modeling and Dashboards to Link
Your Business Strategy Strategy to Operations
• Align your budget to your strategy • Evaluate your company’s organizational and technical
readiness to undertake a successful performance
• Reconcile business planning and budgeting with the
dashboard project
strategy-oriented business
• Create effective KPIs that change organizational
• Observe how budgeting links to the customer,
behavior and improve performance
internal processes, and employees to deliver long-term
economic viability • Integrate existing performance dashboards and metrics
using a top-down or bottom-up approach
JEAN NITCHALS
Former Senior Financial Analyst, Best Buy LEN VITTO
Manager, eCaptial Advisers Business Intelligence Manager
Chico’s FAS Inc
TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE
Track the Effectiveness of Your Organization:
Utilize Customer Data to Assess the Customer
Measuring What’s Important
Experience and Drive Innovation
• Align performance incentives to individual and
• Understand the strategic investments necessary between
organizational strategy to drive performance
marketing and sales as it relates to customer segments
• Identify key levers to motivate and improve
• Discuss how to develop your intention and strategic
employee productivity
direction to achieve
• Avoid common obstacles to implementing incentives by
• Examine ways to invest, and make tradeoffs, between
identifying non-value add incentives
these two functions that drive and manage the
KATHLEEN CHAVANU customer experience
Director of Performance Improvement
TARA AGEN
Children’s National Medical Center
Chief of Staff, Business Strategy and Planning
Hewlett-Packard LaserJet and Enterprise Solutions
Build Key Infrastructure for a Successful Lean Six 12:00
Sigma Deployment Networking Luncheon & Exhibit Hall
• Lay the foundation for a successful and effective Lean
1:00
Six Sigma initiative
• Examine the resources and requirements for deploying
Select the Right Measures to Enhance
Lean Six Sigma and how to align those resources to your
Corporate Performance
mission and end-outcome goals
• Identify key tools used to accomplish organizational • Identify the challenge of selecting the right set and
objectives through process improvement projects number of measures for results
• Develop metrics that allow employees to link their activities
JOHN MURPHY
and outputs to overall corporate objectives and goals
Asst Vice President
Operations Process Excellence • Define the link between corporate goals and major
CSX Transportation operational perspectives
GEOFF GRUSON
Executive Director
Police Sector Council

DAY ONE
CONTINUED

11:00 1:00
TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE TRACK E: ESSENTIALS OF CUSTOMER MANAGEMENT
Connect Employee Engagement and Performance to Use Customer Segmentation to Enhance Customer
Customer Satisfaction Experience and Drive Profitability
• Integrate the human factor in enabling and promoting • Develop rich insights into
the customer experience your customers and define your service vision
• Engage employees on the value of the customer experience • Utilize segmentation to maximize the return on
resource allocation and customer service
• Build a supportive reward and recognition system
• Create tools that enable your employees to deliver on
those propositions efficiently
BILL TUOHIG
Sr. Director, Web Intelligence Research Group
J.D. Power and Associates
1:00
TRACK C: LINK LEAN SIX SIGMA METHODS TO STRATEGY 2:00
Select and Mobilize Leaders around Six Break in Exhibit Hall
Sigma Initiatives
• Learn the key competencies that the leaders of the
2:30
deployment must possess
• Effectively mobilize leaders around new
Strategy Mapping: Bridging the Gap between
leadership competencies
Strategy and Execution
• Examine strategies for effectively developing the
• Understand the principles behind Strategy Mapping, its
competencies
virtues and its vital importance
JEFF SLATER
• Identify key strategic goals and useful measures for
Senior Productivity Leader
accomplishing results while communicating between all
Sonoco
business stakeholders to improve organizational output
• Create an organization that aligns both vertically
Drive Business Value by Effectively Managing Your and horizontally
BI Program
• Learn various frameworks that help you see the big
picture when managing BI programs
• Examine the six critical areas of BI program management: TRACK B: MEASURES TO IMPROVE EMPLOYEE PERFORMANCE
portfolio management, process management, quality Increase Performance through Talent Management
management, change management, service management
and Succession Planning
and value management
• Execute a strategic succession plan by assessing the
• Use the BI Maturity Model to manage evolution
current talent pool to keep talent
through multiple stages of BI growth and development
• Effectively communicate with your workforce to create a
SUZI MYERS
seamless transition
Manager, Operations Business Intelligence and Proactive Customer Care
• Sustain knowledge within your business to improve
Travelocity
overall organizational performance


DAY ONE
CONTINUED
2:30
Innovation: Understand the Tools and Power of TRIZ
• Create innovative solutions for all kinds of business and
technical problems
• Accelerates a project team’s capability to solve
problems creatively
• Learn to apply The Ideal Final Result and existing
resources to process challenges

Assess Your BI Maturity: Take BI to the Next Level
• Understand the value of a maturity model for selling
BI projects
• Identify the five stages of data warehousing and
4:30
analytical maturity
Exhibit Hall Hours & Networking
• Provide stakeholders insight from consistent, unified
data delivery and analytical architecture
Cocktail Reception
GREG MCMILLAN
Discover the latest performance-based technology that is
Director Business Intelligence & Data Warehousing
valued by high-performing organizations. Envision the
Gevity HR, Inc.
endless possibilities for your company when you utilize
these tools to satisfy all performance-related needs.
Build a Customer-Centric Culture of Performance in Following directly after the exhibit hours, please
Your Organization join us for a complimentary networking reception as
a way to get to know your colleagues and speakers.
• Generate buy-in from the executive suite down to the
You will have the opportunity to exchange ideas
shop floor
with your fellow delegates and establish beneficial
• Communicate the need for a memorable customer
professional relationships.
experience with your employees
• Maintain focus and engagement through the customer
experience process
NEDRA SADORF
Chief Operating Officer 5:30
Hunter Business Group Adjourn


DAY
TWO
Wednesday, May 6, 2009
7:30
Continental Breakfast & Exhibits

8:30
Opening Remarks by Chairperson
ROY BARNES
Former SVP of Strategic Management and Customer Development
Marriot Vacation Club International

8:45
The Art of Change Management
As uncertain times come upon organizations, leaders are faced with new,
complex and daunting challenges. Leadership skills and organizational
strategies require flexibility and change. In this session, you will learn
SPEAKER SPOTLIGHT
invaluable tools and techniques to embrace transformation and to
incorporate change management into your organizational strategy.
Scott Griffith
Consider how clean conceptual contexts can help make strategic execution
CEO and Chairman, Zipcar
a core competency in your business.

Since Scott took the wheel in February of 2003,
9:30
Zipcar has emerged as the world’s largest car-sharing
KEYNOTE ADDRESS
service. In the fall of 2007, Scott led Zipcar’s merger
Lead a Performance Management Culture in a with Flexcar, managing the integration of the
Complex Organization companies’ fleet, technology and membership base
What does your organization want from its performance management sys-
under the Zipcar brand and service.
tem? What do your employees want from it? Continuous studies show that
organizations typically want to use performance management to improve
organizational results, stay focused on strategic priorities, shift focus when For his accomplishments at Zipcar, BusinessWeek
needed during times of rapid change and provide a culture that will attract named Scott one of its “Best Leaders of 2006,” and
and develop employees. The combination of smart people and smart pro-
he was the recipient of Babson College’s ELiTE Award
cesses elevates a company from a “thinking organization” to a “doing orga-
for entrepreneurship. As a leading authority on the
nization”. We all recognize that success depends on linking corporate goals
benefits of car sharing and transportation issues,
with employee behavior, but the key lies in focusing on people to create a
Scott has been interviewed by the world’s top news
culture that inspires, enables and measures top performance. This keynote
address will offer best practices and techniques to effectively utilize and outlets, including The Wall Street Journal, Newsweek,
implement a performance management system within your organization New York Times, CNN, CNBC, USA Today, Associated
to communicate goals and motivate employees.
Press, CBS-TV, FOX-TV, ABC World News Tonight and
SCOTT GRIFFITH
Time Magazine.
Chief Executive Officer
Zipcar
Prior to Zipcar, Scott held senior level positions at The
Boeing Company, Information America, an Atlanta-
10:15 based provider of online public record information,
Break in Exhibit Hall and The Parthenon Group, a boutique business
strategy and investment firm.


TRACK
OVERVIEWS
TRACK F: APPLY METRICS TO MANAGE PERFORMANCE
Monitoring even a few key business metrics can create a more efficient managing system for your organization.
Defining the overall goals and matching those goals with defined metrics will bring strategy substantially closer to
execution. However, the fine line is found between the amount of metrics and if they clearly relate to goals. With the
right amount of metrics, managing becomes straightforward. But, implement too many metrics and managing can become
clumsy and complicated. Follow this track if you want to learn a more efficient way of implanting metrics and how they can
be effective for your business.

TRACK G: FOSTER AND PROMOTE A PERFORMANCE CULTURE
It may not be easily defined or quantified, but an organization’s culture is the key to its success or failure. High-
performing organizations bring together leadership issues that define their unique character and rally people around
a deeper sense of purpose. These strategies are made tangible through the strong implementation of management processes
and systems that translate ideals into action. These sessions will offer a deeper look into what a high-performance culture
looks like, how it is established and how to maintain it.

TRACK H: MAXIMIZE LEAN SIX SIGMA TOOLS
Process improvement is a necessity for any high-performing organization. Organizations that don’t strategically think
about how to operate “better, faster, cheaper” often experience a decline in customer satisfaction, process speed and
process quality. All high-performing organizations around the country are constantly trying to figure out ways to
improve the quality of their work all while speeding up the process and positively affecting the bottom line. Develop process
improvement best practices and benchmarks to improve your company’s processes today.

TRACK I: INCORPORATE EFFECTIVE BUSINESS ANALYTICS
Business analytics is at the forefront of BI and focuses on the effective use of data and information to drive
positive business actions. It is through analytics that business managers and analysts achieve the insights
that lead to informed and innovative business decisions. Yet analytics is a complex field that involves many
disciplines ranging from statistics to data visualization. Understand the concepts of business metrics and the
use of dashboards, scorecards and data mining, and learn how companies are using analytics and data as a predictive
indicator to improve profitability and reduce costs.

TRACK J: IMPROVE THE CUSTOMER EXPERIENCE
Most senior business leaders agree that differentiating your product solely on the traditional physical elements of
price, delivery or even quality is no longer a sustainable business strategy. A new differentiator has emerged, and
that is the purposeful management of your customer experiences. Creating memorable customer experiences can
improve customer loyalty, satisfaction and your market position. However, many companies fail to recognize the importance
and value in purposefully enhancing each step of the customer experience with their company. Learn how to create, design
and execute memorable customer experiences to build positive customer relationships that result in revenue growth.


DAY TWO
CONTINUED
CHOOSE TRACK E, F, G, H, I OR J:

10:45 10:45
TRACK F: APPLY METRICS TO MANAGE PERFORMANCE TRACK I: INCORPORATE EFFECTIVE BUSINESS ANALYTICS
Boost the Bottom Line: Use Metrics to Manage on BI Performance Dashboards: Measure, Monitor and
Demand with Practical EPM Solutions Manage Your Business Performance
• Translate conceptual strategic objectives into • Evaluate your company’s organizational and technical
concrete actions that are meaningful and focus on the readiness to undertake a successful performance
proper tasks, processes and projects that truly drive dashboard project
performance • Create effective KPIs that change organizational
• Hear how to apply a model leveraging and behavior and improve performance
complementing balanced scorecards as well as • Integrate existing performance dashboards and metrics
traditional financial management using a top-down or bottom-up approach
• Proactively manage, measure and monitor financial JEFF GILL
and/or operational performance and explain ‘why’ when Senior Director of Network Surveillance
performance does not meet expectations or targets Comcast
JEAN NITCHALS
TRACK J: IMPROVE THE CUSTOMER EXPERIENCE
Former Senior Financial Analyst, Best Buy
Drive the Customer Experience to Build Customer
Manager, eCaptial Advisers
and Employee Loyalty
• Segment experiences by customer types and
Develop a Performance Management System to customer values
Manage and Track Performance • Prioritize touch-point experiences and avoid
• Prioritize key objectives that serve as the foundation for technology traps
measures and initiatives • Understand how your front-line staff impacts your
• Manage and track performance management to bottom line
increase productivity
ADAM KRANITZ
• Learn various frameworks that identify the big picture Global Search Marketing Strategist
when managing performance programs Avid Technology, Inc.
JOSH STALKER
Strategic Management Program Director, Enterprise Information Systems 12:00
Lockheed Martin Networking Luncheon & Exhibit Hall

Use Voice of the Customer Techniques to Gain a
Competitive Advantage
• Uncover methods to define and understand customers’
priorities and focus improvement efforts
• Create higher levels of customer satisfaction by educating
your business on Lean Six Sigma VOC principles and tools
• Learn to effectively capture customer feedback to
provide the best-in-class quality product or service
JEFF SLATER
Senior Productivity Leader
Sonoco


DAY TWO
CONTINUED

1:00 1:00
TRACK F: APPLY METRICS TO MANAGE PERFORMANCE TRACK I: INCORPORATE EFFECTIVE BUSINESS ANALYTICS
Dashboard Design: Choose the Right Data and Key Gather and Interpret Data to Understand Predictive
Performance Indicators Analytics to Drive Strategy
• Understand how KPIs impact your organization’s • Understand the basic principles and terminology for
bottom line predictive analytics
• Develop a high-level snapshot of your organization based • Learn how to define business objectives for a predictive
on effective KPIs analytics model
• Generate your KPIs into organizational results and • Use data as a predictive indicator to leverage your
effectively communicate them across the organization strategic objectives and improve profitability, reduce
costs and market more effectively
BOB PALADINO
Former SVP, Crown Castle International JONATHAN GREENBERG
Founder, Bob Paladino & Associates Business Intelligence Manager, IT
BMW of North America, LLC
Cascade Organizational Business Line Priorities TRACK J: IMPROVE THE CUSTOMER EXPERIENCE
Move from a Corporate-Focused to Customer-
through All Levels of the Organization
Focused Organization
• Ensure that each employee knows what is expected of
them by communicating how their business unit goals • Make loyalty the core strategy
and objectives relate to the overall strategy • Develop a brand culture around the customer
• Utilize team planning and change management principles • Create a customer-focused strategy embraced at the top
to mitigate risk and enhance engagement and on the line
• Establish “line of sight” performance reporting to instill LAURA DESOTO
accountability and transparency for progress SVP Strategic Initiatives
GLEN GOODNIGHT Experian
Senior Vice President SANDY ANDERSON
BAE Systems Vice President
Experian
Lean Tools: Understand Value Stream Mapping, 5S 2:00
and Kaizen Networking Break in Exhibit Hall
• Understand the key tools and techniques of value
stream mapping
• Learn the principles of 5S as an approach to standardizing
and improving the quality of the physical condition of
“Very timely for our company’s
the shop floor and front office areas
• Evaluate best practices and lessons learned in running
process development.”
Kaizen events
ANGI JENNINGS
RANDI SMITH
Heath Management Engineer
Manager, Financial Planning and Analysis, Nordstrom
Adventist Health System


DAY TWO 2:30
INTERACTIVE PANEL SESSIONS These panels of experienced

CONTINUED professionals will discuss and address issues faced in today’s
competitive environment. The interactive sessions will expand
analytical thinking to discover innovative methods to overcome
challenges and capitalize on opportunities.
HEALTHCARE Challenges and Opportunities: Manage BUDGET PERFORMANCE The Role of Key Business Drivers in
Performance in Healthcare the Budgeting Process
The realization that many healthcare organizations lack a With the right tools, key business drivers such as market
strong and effective performance management system is conditions, performance measurements, customer demo-
nothing new. Healthcare organizations need to enhance graphics and marketing activities can be tracked to help
operations, professional skills and quality of care through uncover budgeting trends and to recognize what to look for.
better performance management to conquer the challenges • Define and test linkages of drivers to measure financial and
facing healthcare today. In this panel session: business performance
• Explore measurements and metrics for various business
• Understand the specific challenges facing the
factors that can be incorporated into your forecasting
healthcare community
• Develop a strategy for rolling out a performance • Understand business driver cause-and-effect relationships
management program
BOB PALADINO
• Identify strategies and measurement systems for managing
Former SVP, Crown Castle International
and tracking performance
Founder, Bob Paladino & Associates
• Get staff involved and excited about performance to drive
improved results
Implement Effective Project
PROJECT PERFORMANCE
Performance Strategies to Increase Bottom-Line Results
TECHNOLOGY Leverage Technology to Increase Performance
An organization’s success is dependent on the strength and
Today, the role of technology has shifted and is an integral
focus of its projects. When companies lose valuable time
part of any business. It is no secret that organizations look to
and resources reworking projects, missing deadlines and
technology for the latest innovations to increase bottom-line
shifting focus, organizational merit folds in on itself, turn-
results. In this panel discussion, address the evolving role of
ing possible triumphs into eventual failures.
technology and how it relates to organizational performance.
• Understand the value of learning best practices in project
• Understand how information technology influences
management
organizational goals and strategies to achieve high performance
• Define project success criteria to increase business value
• Decide which performance measures are effective in assessing
program results • Improve project performance and align strategic initiatives
through innovations in project management methodologies
• Accurately gauge program performance and achieve results
with technology

FINANCIAL SERVICES Effective Risk Management for 3:45
CHAIRPERSON’S CLOSING REMARKS
Financial Services
Stay competitive. Organizations must enhance their risk Developing and Capitalizing on a Performance
measurement and management programs with proven
Management System
strategies and successful methods. Effective performance
This closing session will deliver the final words on performance
measures and accurate risk data are essential for financial
management. Throughout the conference, many topics have
service managers to make informed decisions during
been discussed. Theories have been formulated to support
examinations and implementation of new products,
performance management. Measures and metrics have been
processes and procedures.
mapped for enhanced management flexibility along with many
• Discuss comprehensive performance management framework
other performance topics. This session will show in detail what
for mitigating organizational risks
these performance strategies did for organizations to prove that
• Examine how risk can impact your institution and affect your
the effort to implement a performance management system is
bottom line
truly worth the capital and dedication from employees.
• Make informed decisions to lessen internal and external
risk factors ROY BARNES
ROBERT BROZEY Former SVP of Strategic Management and Customer Development
Former COO/CFO Marriot Vacation Club International
New Millennial Homes President, Blue Space Consulting
4:15
Conference Adjourns


POST-CONFERENCE
WORKSHOPS
Thursday, May 7, 2009

Post-Conference Workshops are practical, supplementary application sessions which incorporate and review
tools, techniques and methods presented during the event. Participants will obtain a further understanding of
how to use newly acquired tools and cutting-edge strategies to improve performance. Through group exercises
and scenario-based learning, you’ll walk away with the expertise and resources needed for immediate and
practical application. Enrollment space is limited, so register today to reserve your place.

8:00
Continental Breakfast & Post-Conference Workshop Registration

9:00
WORKSHOP A WORKSHOP B
Performance Alignment: Garner Executive Developing HR Metrics that Align with the
“Buy-In” and Cascade Enterprise Strategy Company’s Mission and Drive Results
throughout the Organization With over 500 human capital metrics, choosing the
best ten for your organization is a difficult undertaking.
A strategy can be put into action when it is communicated
Applying the most appropriate measures and metrics
across business units and understood by employees. When
necessitates a defined company mission. Understand areas
the responsibilities of strategy execution are delegated
that need improvement and desired measurements that
throughout the organization, managers and employees at
can help streamline processes.
all levels of the enterprise gain knowledge of the strategy
and are able to focus on organizational success. Once • Receive over 500 different metrics to choose from and begin
the process of selecting your handful of measures
employees in each individual business unit understand
• Understand the value of data reliability
strategy, they can carry out the mission of the organization
• Develop tools to collect, compile and maintain critical
and they can drive performance. In this session, you will
information necessary for viable metrics
gain the knowledge necessary to:
• Translate organizational strategy into attainable objectives for
business units at all levels
• Develop an understanding of organizational strategy at all
levels of the enterprise
• Maximize accountability and transparency throughout the
organization

“Provided a great combination of strategic frameworks and real-life
tactical info for great lessons.”
– AMY SHERWOOD, V.P. OF PUBLIC RELATIONS, YUM! BRANDS, INC.


POST-CONFERENCE WORKSHOPS
CONTINUED
Thursday, May 7, 2009
9:00
WORKSHOP E
WORKSHOP C
Lead and Organize Business Intelligence Teams: Implement Proven Strategies to Ensure a Successful
Improving Individual and Team Performance Six Sigma Deployment
Business Intelligence projects struggle with a variety of A successful Six Sigma initiative is based on a successful
issues that chronically inhibit success. Some of these issues Six Sigma deployment. The proven model for deploying
are technical—many are not. At the core of these issues a successful process improvement initiative is to build an
are cultural and people challenges. Is your team struggling effective infrastructure, obtain executive commitment
with change, unclear roles and responsibilities or an and involvement, and have your best leaders working on
unpredictable culture? Has your organization learned how projects full-time. Discuss the best practices for managing
to focus on results, create a productive environment, and and driving a Lean Six Sigma deployment, the pitfalls
partner with your business customers? Regardless of your to avoid and how to achieve organizational excellence
position, this workshop will provide you with practical tips through Lean Six Sigma. This workshop will also define
and techniques for leading your team through these issues. and examine:
• Develop a framework for analyzing individual and • Lean Six Sigma Infrastructure
team performance • Change Management
• Identify ways to improve cross-functional collaboration • Personnel
• Support improved business performance with cohesive • Project Management
Business Intelligence teams
• Seven Areas of Waste
JONATHAN GREENBERG
CHARIS GROSSMAN
Business Intelligence Manager, IT
Six Sigma Black Belt
BMW of North America, LLC
Senior Fellow, The Performance Institute
WORKSHOP D
Designing a Customer Experience for Increased 12:00
Profitability and Market Share Workshops Adjourn
Most senior business leaders agree that differentiating your
product solely on the traditional physical elements of price,
delivery or even quality is no longer a sustainable business
“I would recommend this conference to
strategy. A new differentiator has emerged and that is the
purposeful management of your customer’s experiences.
Creating memorable customer experiences can improve
my colleagues so that they may also be
customer loyalty, satisfaction and your market position.
However, many companies fail to recognize the importance
exposed to new concepts about planning,
and value in purposefully enhancing each step of the customer
experience with their company. Learn how to create, design

budgeting and forecasting.”
and execute memorable customer experiences to build positive
customer relationships that result in revenue growth.
• Measure the level of satisfaction with your current
DEVONNA KEE, Budget Director, Freddie Mac
customer experience
• Improve customer loyalty to create a sustainable c
ustomer advantage
• Understand and assess current customer touch points
and data
• Determine the ROI of customer engagements to build a business
case that ensures executive and employee buy-in
• Learn how the design, creation and execution of customer
experiences can drive customer satisfaction, loyalty and top-
line revenue and profits


THE PERFORMANCE CONFERENCE
EXPO 2009
Showcasing the Latest Management Innovations

Don’t Miss The Performance
Conference Expo 2009
NETWORK
with industry leaders and your peers - Step
away from the classroom and meet fellow
executives from across the nation. Witness
Bring RESULTS Back to Your Company
first hand the benefits they’ve received
from implementing the solutions provided Moving from paperwork to an institutionalized method of
at the Expo. performance-based management requires executives to have access to
the most cutting-edge performance planning and budgeting solutions
RECEIVE
available in today’s market. At the request of conference attendees
the latest product and solution offerings
seeking leading solutions providers for their growing management
- Be a part of the most up-to-date
challenges, The American Strategic Management Institute has teamed
demonstrations and learn from key solution
with leaders in the performance management industry to bring you The
providers available at the Expo
Performance Expo 2009.
MEET
Curious about What Performance-Based Methodologies and
with leading industry solutions providers
Solutions Your Competition is Using?
- Reserve a time to meet one-on-one with
Performance Conference 2009 sponsors Network with your peers at The Performance Conference Expo 2009
to receive demos and learn how their and learn directly from top corporate leaders what performance
solutions can help your organization management solutions they consider “best-in-class.” The Performance
plan, budget, measure, and manage more Expo 2009 will showcase the latest solutions available for your business.
effectively and efficiently Be the first to know.

DEMONSTRATE
results to your key stakeholders - Show
Expect to Meet Product and Solutions Providers Ready
results to shareholders with the most
to Exceed Management Challenges
recent measurement capabilities and
performance management solutions Within the theme “Measures, Metrics and Management Systems
hand-picked by the American Strategic to Improve Organizational Performance and Profitability,” the
Management Institute Performance Conference 2009 will attract a focused group of solution
providers in:
• Performance Management
• Financial Performance and Reporting
EXPO HALL HOURS:
• Business Intelligence and Analytics
May 5, 2009: 7:00am – 6:00pm • Process Improvement
May 6, 2009: 7:00am – 6:00pm • Budgeting and Forecasting Performance
• Employee Performance and Talent Management

Sponsor Coalition

BECOME A SPONSOR! To learn more about becoming a sponsor contact Jessica Ward at www.ThePerformanceConference.com
Ward@PerformanceWeb.org or 703-894-0920. 21

LOGISTICS &
In-House Training
REGISTRATION
One of the more popular vehicles for accessing the Institute’s
educational offerings is the delivery of on-site trainings and man-
agement facilitations. Bringing a training or facilitation in-house
gives you the opportunity to customize a program that addresses
your exact challenges and provides a more personal learning
Venue and Hotel:
experience, while virtually eliminating travel expenses. Whether
you require training for a small group or for an organization- The Performance Conference 2009 will be held at the Hyatt Regency
wide initiative, the advanced learning methods employed by the Orlando International Airport, where a limited number of rooms
American Strategic Management Institute will create an intimate have been reserved at the discounted rate of $179 until April 3,
training atmosphere that maximizes knowledge transfer to en- 2009. Please contact the hotel at the number provided below to
hance the talent within your organization. make reservations and be sure to use the group code STRT to
receive the American Strategic Management Institute (ASMI)
CUSTOMIZATION discounted conference rate.
We realize that not all obstacles can be overcome by applying Hyatt Regency Orlando International Airport
an “off-the-shelf solution.” While many training providers 9300 Airport Blvd
will offer you some variation of their standard training, the Orlando, FL 32827
American Strategic Management Institute’s subject matter 800-233-1234
experts will work with you and your team to examine your www.orlandoairport.hyatt.com
programs and determine your exact areas of need. The
identification of real life examples will create a learning Hotel and Travel costs and not included in conference tuition.
atmosphere that resonates with participants while at the same
time providing immediate return on your training investment.
Using interactive exercises that employ actual projects or
scenarios from your organization, instructors can address
specific challenges and align the curriculum of each session
to your objectives. While the majority of on-site trainings
are focused on smaller groups, the American Strategic
Management Institute also has the ability to accommodate
organization-wide training initiatives. Utilizing multiple
instructors, The Institute has the capacity to deliver courses to
groups of up to 300 participants per day.

AREAS OF EXPERTISE
On-site delivery of single courses, certification programs and
WaltDisney
entire packages of specialized courses are available in the
World Conference
following areas:
Attendee Tickets
• Strategic Planning
• Performance Measurement While in Orlando, attendees of The Performance Conference
2009 and their guests have access to special rates and tickets
• Project Management
from Walt Disney World parks.
• Lean Six Sigma
Visit www.DisneyConventionEar.com/PI for special ticket rates
• Workforce Management
and offers.
• Budgeting and Forecasting
• Performance-Based Contracting
• Performance Reporting
• Program Evaluation
• Administrative Management
Save When You
• Change Management
Fly Jet Blue
• Balanced Scorecard
Attendees of The Performance Conference can receive a 5%
For more information about in-house training options available to
discount on airfare when you book your flight to Orlando on
you, please contact Mark Bryan at 703-894-0481 x 225or email him at
Jet Blue.
Bryan@PerformanceWeb.org.
Book your flight by visiting: www.jetblue.com/promo and use the code
Perform09 when booking.

LOGISTICS &
REGISTRATION
Tuition:
Registration Form for
The tuition rates for attending The Performance Conference 2009 are:
The Performance Conference 2009
Early Bird Rate* Regular Tuition
To Register:
Conference Only $1699 $1799
CALL 703-894-0920;
Pre-Conference Seminar --- $499
FAX this Form to: 703-894-0482 or
Post-Conference Workshop --- $299
VISIT www.ThePerformanceConference.com
* For the Early Bird Rate, Register by Monday, January 26, 2009 and
use discount code EBDC.
Yes! Register me for The Performance Conference 2009
Group Discounts: Yes! Register me for the Conference plus a Seminar
Yes! Register me for the Conference plus a Workshop
For more information on group discounts for The Performance
Yes! Register me for the Conference plus a Seminar
Conference 2009, please contact Paul Rogers at 858-866-9386 or
and Workshop
email him at PRogers@ManagementWeb.org.
Please call me. I am interested in a special Group Discount
CPE Credits: for my team
DELIVERY METHOD: Group-live
PROGRAM LEVEL: Beginner Name
PREREQUISITES: None
ADVANCED PREPARATION: None
Title
CPE CREDITS: 14 for conference, 6 for pre-conference seminars, 3 for
post-conference workshops
Organization Dept.
The American Strategic Management Institute (ASMI) is registered with the National Association of
State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National
Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of indi-
vidual courses for CPE credit. Complaints regarding sponsors may be addressed to the National Registry
Address
of CPE Sponsors, 150 Fourth Avenue North, Nashville, TN 37219-2417. Website: www.nasba.org.

Cancellation Policy
City State Zip
For live events: ASMI will provide a full refund less $399 administration fee for cancellations four weeks before
the event. If cancellation occurs within two weeks prior to conference start date, no refund will be issued. Reg-
istrants who fail to attend and do not cancel prior to the event will be charged the entire registration fee.
Telephone Fax
All the cancellation requests need to be made online. Your confirmation email contains links to modify
or cancel registrations. Please note that the cancellation is not final until you receive a written confirmation.
Payment must be secured prior to the conference. If payment is not received by the conference start date, a
Email
method of payment must be presented at the time of registration in order to guarantee your participation
at the event.

Method of Payment:
Quality Assurance
Check
ASMI strives to provide you with the most productive and effective educational experience possible.
If after completing the course you feel there is some way we can improve, please write your comments
Credit Card
on the evaluation form provided upon your arrival. Should you feel dissatisfied with your learning
Purchase Order/Training Form
experience and wish to request a credit or refund, please submit it in writing no later than 10 business
days after the end of the training to: ASMI: Quality Assurance, 1515 N. Courthouse Road, Suite 600,
Arlington, VA 22201
Note: As speakers are confirmed six months before the event, some speaker changes or topic changes
Card Number
may occur in the program. ASMI is not responsible for speaker changes, but will work to ensure a
comparable speaker is located to participate in the program.
If for any reason ASMI decides to cancel this conference, ASMI accepts no responsibility for covering
Exp. Date 3 Digit Card verification # Billing Zip
airfare, hotel or other costs incurred by registrants, including delegates, sponsors and guests.

Discounts
• All ‘Early Bird’ Discounts must require payment at time of registration and before the cut-off date in Name on Card
order to receive any discount.
• Any discounts offered whether by ASMI (including team discounts) must also require payment at the
Please make checks payable to: The Performance Institute
time of registration.
• All discount offers cannot be combined with any other offer. Priority Code: B700-WEB
• Discounts cannot be applied retroactively


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