agenda

Agenda for Monday, 2 June 2008

Workshop attire is casual dress

Value in Membership; Convergence in Services, Wireless Media,

and Entertainment

Pre-Conference Workshops
Track 1:� Jump Starting into TL 9000 Moderator:� Sue Clancy, BIZPHYX
2:00 - 3:30	Jump Start: Preparing for Your Organizations TL 9000 Journey Jump Starting a TL 9000 Initiative: Tools, Tips and What it Takes to be Successful. Looking to Jump Start your TL 9000 program? Gotten started, but need a boost? We can help! Includes presentations from experts who offer practical guidance on how to implement TL 9000.
3:30 - 3:45	Break
3:45 - 5:00	Testimonials, Tips & Tools, Basic Registration, Measurement Repository and Web Operations Systems
5:00 - 5:15	Question & Answer Session
Track 2: New Member Orientation Moderator:� Art Morrical
2:00 - 3:30	New Member Introduction to the QuEST Forum: Making the most of your membership Presenter: Jennifer Simcox, BIZPHYX What is QuEST Forum all about? Join us for a new member orientation of the QuEST Forum.
3:30 - 3:45	Break
3:45 - 4:15	QuEST Forum Website ? Where is it? Presenter: Richard Morrow, University of Texas at Dallas Where in the World Wide Web are we? Join us for an overall QuEST Forum tour including the TL 9000 site.
4:15 - 4:30	Break
4:30 - 5:15	Using the Standard Outage Template System (SOTS) Presenter: Belle Kipping, Cisco Discuss the use of the newly revised R4.0 template for reporting outages by service providers to their suppliers and by suppliers to analyze and produce their processed outage measurement data.

Agenda for Tuesday, 3 June 2008�

Conference attire is business casual

Value in Membership; Convergence in Services, Wireless Media,

and Entertainment

8:00 - 5:00	Registration
8:00 - 9:00	Continental Breakfast
9:00 - 9:15	Welcome	Mr. Brendan Pelan, Americas Region Chair and Senior Quality Leader, Verizon Communications
9:15 - 9:50	Keynote: TL 9000 - A Destination or a Journey?	Mr. Pierre Cyr, VP Global Quality & Customer Satisfaction, Alcatel-Lucent
9:50 -10:25	Continued FTTP Deployment and Quality Improvements	Mr. Michael Daigle, VP Network Planning, Verizon Communications
10:25 -10:55	Break - Please visit our exhibitor booths
10:55 -11:30	Leveraging Six Sigma to Enhance TELUS Operations		Mr. Andrew Nuanes, VP Customer Solutions Delivery - Alberta, TELUS
11:30 -12:30	EXECUTIVE PANEL: Quality in a Converged Environment		Mr. Jim Engman, Head of Major Accounts Canada, Nokia Siemens Networks Mr. Fraser Pajak, VP National Network Assurance, TELUS Mr. Josh Shipman, VP Business Development, ReachView Technologies
12:30-12:45	Question & Answer Session		Moderator: Mr. Fraser Pajak, VP National Network Assurance, TELUS
12:45 - 1:45	Lunch
1:45 - 2:40	State of QuEST Forum		Mr. Ron Ostrowski, QuEST Forum Chair of the Board and Executive Strategic Operations US Service Provider, Cisco Systems, Inc. Mr. Don Pickens, QuEST Forum Chief Operating Officer
2:40 - 3:15	ESD Trends in a Converged World		Ted Dangelmayer, President & CEO, Dangelmayer Associates
3:15 - 3:45	Break - Please visit our exhibitor booths
3:45 - 4:20	Trainer/Consultant Perspective of TL 9000 Certification in the Convergence Era		Ms. Karen Rawson, Senior Consultant, SAI Global
4:20 - 5:00	Vendor Scorecard Evolution: A Partnership		Mr. Tony Bell, Director Network Integrity and Network Risk Management, TELUS Mr. Bob Marble, Canadian Country Manager Customer Service, Juniper Networks
5:00	Adjourn		Mr. Brendan Pelan, Americas Region Chair and Senior Quality Leader, Verizon Communications

Special Invitation: Join QuEST Forum for a spectacular evening of networking at Spruce Meadows!

Our Networking Dinner will be held from 7 p.m. to 10 p.m.� Tuesday evening. Registration is required. The cost is $50 USD per attendee. Meet in the hotel lobby at 6:15 pm.

Agenda for Wednesday, 4 June 2008

Conference attire is business casual

Value in Membership; Convergence in Services, Wireless Media,

and Entertainment

8:00 - 5:00	Registration
8:00 - 9:00	Continental Breakfast
9:00 - 9:10	Welcome		Mr. Brendan Pelan, Americas Region Chair and Senior Quality Leader, Verizon Communications
9:10 - 9:55	Keynote: Convergence: People...People...People...		Mr. Ibrahim Gedeon, CTO - TELUS
9:55 - 10:30	TL 9000 Implications for Service Assurance and Next Generation Service Management		Mr. Josh Shipman, VP Business Development, ReachView Technologies
10:30 - 11:00	Break - Please visit our exhibitor booths
11:00 - 11:35	Managing Change Management - Applying ITIL to a Living Network		Mr. Greg Schaal, Sevice Development Manager, TELUS
11:35 - 12:10	Performance Data Report Enhancements		Mr. Ken Koffman, Global Corporate Quality Officer - Big Band Networks
12:10 - 1:15	Lunch
1:15 - 1:50	Converged Access Networks Over IP/Ethernet	Joe Manuele, Managing Director America's International and EMEA, ADTRAN, Inc.
1:50 - 2:25	Governance and How it Relates to Data and IT networks	Ms. Fariba Anderson, Managing Partner, Manta Group
2:25 - 3:00	Tying Together the Generations and Technology - Building Bridges	Don Irvine, Director of Product Development, QuEST Forum
3:00 - 3:30	Break - Please visit our exhibitor booths
3:30 - 4:05	Convergence: The Broadband Challenge	Mr. Kevin Calhoun, Director, Global Quality, Environmental & Training, Corning, Inc.
4:05 - 4:20	Adjourn	Mr. Fraser Pajak, VP National Network Assurance, TELUS

Work Groups

Agenda for Thursday-Friday, 5-6 June 2008

Work Group attire is business casual

Thursday, 5 June 2008

8:00 a.m. - 5:00 p.m.

Oversight

GlobalComm

TBE

Friday, 6 June 2008

8:00 a.m. - 5:00 p.m.

IGQ