Member and Endorsed Supplier Joint Session
Tuesday, April 19
Snow & Associates, Inc.
Top procurement leaders know that how you serve customers inside your company is critical to the value you deliver to customers outside your company.
Whether you focus on customers outside of your company or support customers within your company, how you serve them and the value you deliver speaks volumes. Based on his 20-years with Walt Disney World, along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for delivering an outstanding customer experience.
Dennis Snow helps organizations achieve goals related to customer service, employee development and leadership. Dennis Snow's customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence. Join us as he shares his world-wide recognized successful experiences.
He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.
Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.
He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.
Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.
His articles appear in a number of industry publications and he is a featured guest "expert" on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”
Wednesday, April 20
Managing Director, Steel-Insight
President, May Commodity Associates
James May is the Managing Director of Steel-Insight and a President of May Commodity Associates Inc., a firm based in Toronto, Canada providing strategic advice to clients in the steel and steel raw materials sectors. The company was incorporated in 2002.
In 2005, May Commodity Associates Inc. invested in a publishing joint-venture with GFMS (later acquired by ThomsonReuters and re-named ThomsonReuters GFMS) to produce 3 research reports about the steel sector; Flat Steel Products One-Year Forecast, Long Steel Products One-Year Forecast and Flat Steel Products Five-Year Forecast. In January 2014, May Commodity Associates Inc. assumed full control of these publications and re-branded them as Steel-Insight.
Prior, Mr. May was Head of Steel Research, Metal Bulletin Research, UK and American Metal Market Research, USA for seven years. Mr. May specializes in carbon steel (flat and long) pricing; price forecasts; market research; steel metallics (iron ore, coke, coal, ferrous scrap, DRI, and ferro-alloys) pricing forecasts and market research; stainless and alloy markets pricing and forecasts; coated steels (tinplate, organic, and galvanized) pricing, markets, and forecasts; and welded and seamless tubular product markets and pricing.
He has experience of both mature and emerging markets, with the majority of clients in the steel manufacturing, steel trading or steel-consumer sector. He has extensive contacts within the global steel industry, and has commented on the industry for various media including CNN, BBC, and CNBC.
Thursday, April 21
Keith Launchbury, CFPIM, CIRM, CSCP
President of Keith Launchbury & Associates, and Past President of APICS International
Keith Launchbury, Keith Launchbury & Associates Keith has dedicated his career to improving business operations, with a focus on the implementation of planning and control systems in a wide range of business environments. Keith will discuss Demand Driven Material Requirements Planning (DDMRP), employed by companies to tackle three pervasive problems: unacceptable inventory performance, inadequate service level performance, and large expedited-related expenses and waste.
He has ten years of experience working for multinational companies in The United Kingdom and Canada, as an industrial engineer, logistics specialist and manager of manufacturing systems. In 1983 he started his own group of business educators, and since that time his company has provided education, consulting and training services to over 140 companies in Asia, Europe, Africa and both North and South America.
Keith holds three certifications from APICS, the Association for Operations Management, He is a Certified Practitioner in Production and Inventory Management at the Fellow level (CFPIM) and he is Certified in Integrated Resource Management (CIRM) and he is also a Certified Supply Chain Professional (CSCP). He served APICS as the President of the Montreal Chapter in 1983. He served as the Regional Vice President of APICS for Canada (CAPIC) from 1984 to 1986, before being elected to the position of Vice President of Education Materials from 1986 to 1988. From 1988 to 1990 he served in a number of executive roles for APICS leading up to the position of International President in 1991. He was also a significant contributor to the APICS Certified in Integrated Resource Management Program. He also served APICS for three consecutive terms as the Chairperson of the Curricula and Certification Council, the group that develops and administers the curricula for each of the APICS Certification programs. Most recently he became a Certified Demand Driven Planner, and he is embarked on a mission to transform business practices using the concepts of flow management.
A much requested speaker at global Conference and Seminars, he is an entertaining and passionate speaker, blending humor and wry observations of the need for applied common sense in business. Together with Jean-Daniel Cusin, he is the co-author of the “World Class Manufacturing Checklist,” and the “Manufacturing Application System Specification Standard.” Together with Claire Bloom, he is the co-author of many checklists for operational assessment. Also with Claire Bloom, he is the co-developer of “The Marketing Game”; “The Manufacturing Simulation Game”, and “The Integrated Resource Management Game.” Together with Carol Ptak, he is the co-author of “The Enterprise Resource".
Wednesday, April 20
Partner, Communication Performance Management Associates
This session will focus on the necessity of establishing a regimented and customized on-boarding process for all new employees at a company. With turnover rates increasing at an increasing rate, it’s getting more and more expensive for organizations to recruit, train and maintain long-term employees. So are the costs associated with their departures.
Andy began his career in personal and organizational development as an independent agent and facilitator for Carew International, Personal Strengths USA, Kelly Lyons & Associates and HR Chally. Andy's sales career started in Dayton, Ohio working for a Yale forklift and material handling dealership where he became a certified facilitator of Carew’s flagship program: Dimensions of Professional Selling. After a move to Chicago, Andy worked as a National Account Manager for an OEM/MRO manufacturer and then moved to the tech side.
For three years Andy rode the dotcom wave that eventually took him back to Ohio. In 2001 Andy reconnected with Carew International in order to pursue his dream of facilitating training and eventually starting his own company. Since that time Andy has conducted over 300 personal development workshops and has instructed over 5,000 sales and sales management professionals. In 2013 Andy started his own company. His client interactions include Grainger, John Deere, Coca-Cola, Merrill Lynch, Toyota Material Handling, Weyerhaeuser, Dow Corning, and Pride Marketing.
Andy currently resides in Montgomery, Ohio with his wife Malene and three children.
Thursday, April 21
Founder, Let's Grow Leaders
Pressured to get results fast, many managers move from crises to crises, stressing out their teams along the way. Leading like that may work in short-term, but eventually drains creativity, incents apathy, and degrades trust. Karin Hurt shares her Winning Well Model of leadership, along with practical tools and techniques proven to get results that last.
Karin Hurt is a keynote speaker, leadership consultant, and MBA professor. A former Verizon Wireless executive, she has over two decades of experience in sales, customer service, and HR. She was recently named to Inc's list of 100 Great Leadership Speakers, American Management Association's 50 Leaders to Watch in 2015, & Top Thought Leader in Trust by Trust Across America.
Her first book Overcoming an Imperfect Boss is available on Amazon. Her next book, Winning Well: A Manager's Guide to Getting Results-Without Losing Your Soul is being published by AMACOM in April 2015.