Ritz-Carlton VP Will Speak on November 20, 2006, at Event Co-sponsored by FCG and the Council for Excellence in Government
Performance Excellence: Bringing the Best to Government
With John Timmerman, Vice President, Quality & Program Management
The Ritz-Carlton Hotel Company, L.L.C.
Please join the Council for Excellence in Government and Treasury’s Federal Consulting Group for this evening session with special guest John Timmerman, Vice President, Quality & Program Management, at The Ritz-Carlton Hotel Company, L.L.C. The Ritz-Carlton is a two-time Malcolm Baldrige National Quality Award Winner. Mr. Timmerman will share lessons learned and effective business and management practices transferable to government.
Mr. Timmerman will share how The Ritz-Carlton Hotel Company puts its customers and employees first. In the 1990’s the company implemented a measurement system to chart progress toward eliminating all customer service problems and developed tactics for improving key processes and strategies for sharpening customer and market focus. Mr. Timmerman will also discuss how the company revamped the strategic planning process to make it more systematic and refined its management system for greater integration into the organization.
Mr. Timmerman will also share efforts taken to reduce employee turnover and moral issues, how the hiring selection processes were refined and streamlined and how management gave employees a larger role in the design of their jobs.
We hope you can join us for this special event!
Date: November 20, 2006
Time: A networking reception will begin at 4:30 pm and the program will begin promptly at 5:00 pm
Location: Council for Excellence in Government
1301 K Street, NW Suite 450 in the West Tower
Washington, DC
Please RSVP by November 16, 2006 online at:
http://www.excelgov.org/userpreview.php?formid=387
or call Abby Bell at 202.728.0418
About the guest speaker:
John Timmerman is the Corporate Vice President of Quality & Program Management for The Ritz-Carlton Hotel Company, L.L.C. John is responsible for Customer Loyalty Measures and Improvement Strategies, Quality Assurance Processes and Audits, Corporate Customer Relations, and the deployment of the Brand Strategy. As a certified Hotel Administrator, John holds the highest credential provided by the American Hotel and Lodging Association.
John first joined The Ritz-Carlton Hotel Company, L.L.C. in 1990 and has served as the Director of Quality at The Ritz-Carlton Hotel, Naples, Corporate Director of Performance Management and Vice President of Labor Management. John was formerly a Quality Advisor with The Cleveland Clinic Foundation and prior to that he served in the U.S. Military as a Force Reconnaissance Marine.
An accomplished speaker, John has provided over 100 speeches and lectures on the topic of Total Quality Management. He is a Senior Member of the American Society for Quality (ASQ) and is an ASQ Certified Quality Auditor, Quality Engineer, and Quality Manager.
John was involved in preparing The Ritz-Carlton, Washington D.C. for 1992 Malcolm Baldrige National Quality Award (MBNQA) site visit and The Ritz-Carlton Hotel Company 1999 MBNQA application. He serves as an Examiner for the MBNQA (2005 – 2006), member of the Baldrige Award Recipient Consortium, and Judge for The Ohio Partnership for Excellence Award.
Malcolm Baldrige National Quality Program
Treasury’s Federal Consulting Group
Council for Excellence in Government
