Keynote Speakers

Governor’s Sterling Award Winner Leadership Panel – 2011 Governor’s Sterling Award Recipients & Four Sustained Excellence Recipients

Wednesday, May 30, 2012:3:15 P.M.-4:30 P.M.
	Mr. Ken Burton Tax Collector Manatee County Tax Collector (Bradenton) (2011 Governor’s Sterling Award Recipent)
	Mr. Eric Miller Managing Director The Depository Trust & Clearing Corporation (Tampa) (2011 Governor’s Sterling Award Recipent)
	Mr. Doug Belden Tax Collector Hillsborough County Tax Collector (Tampa) (2011 Governor’s Sterling Sustained Excellence Award Recipient)
	Sheriff Ed Dean Marion County Sheriff’s Office (Ocala) (2011 Governor’s Sterling Sustained Excellence Award Recipient)
	Mr. Jim Burkhart Shands Jacksonville Medical Center (2011 Governor’s Sterling Sustained Excellence Award Recipient)
	Dr. Dawn Allicock Director St. Johns County Health Department (2011 Governor’s Sterling Sustained Excellence Award Recipient)

The Governor’s Sterling Award Leadership Panel is your chance to hear from the best. The 2011 Governor’s Sterling Award & Sustained Excellence Award Recipients will speak on topics such as: why they became involved; the challenges they overcame; their largest learning experience; and their biggest pushback. Get ready to gain insight, learn form a leader’s practical perspective, and receive the answers you have been waiting for!

Strategic Organizational Transformation

Wednesday, May 30, 2012 8:00 A.M. – 9:30 A.M.
	Dr. Michael Perich Consultant for Continuous Improvement Montgomery County Public Schools (2010 Baldrige National Quality Award Recipient)
Dr. Perich will discuss the vital components in a transformational plan and share some examples of organizations that have strategically transformed themselves to become more efficient and effective. From the boardroom to the classroom, organizational change is constantly occurring whether it is planned or not. Unintentional change may negatively impact an organization and force it to be reactive rather than proactive in meeting the needs of its customers. These changes may be harmful and lead to reactions that are misaligned with the core values, vision, and mission of the organization. Most successful and effective organizations consistently adapt to the changing demands of their customers and stakeholders by focusing on the realignment of current practices and developing new work processes and systems that support the change in direction. Learn how organizations can make these changes and experience dramatic results at the same time.

Wednesday, May 30, 2012 8:00 A.M. – 9:30 A.M.

Dr. Michael Perich
Consultant for Continuous Improvement Montgomery County Public Schools (2010 Baldrige National Quality Award Recipient)

Dr. Perich will discuss the vital components in a transformational plan and share some examples of organizations that have strategically transformed themselves to become more efficient and effective. From the boardroom to the classroom, organizational change is constantly occurring whether it is planned or not. Unintentional change may negatively impact an organization and force it to be reactive rather than proactive in meeting the needs of its customers. These changes may be harmful and lead to reactions that are misaligned with the core values, vision, and mission of the organization. Most successful and effective organizations consistently adapt to the changing demands of their customers and stakeholders by focusing on the realignment of current practices and developing new work processes and systems that support the change in direction. Learn how organizations can make these changes and experience dramatic results at the same time.

The Love of Excellence

Thursday, May 31, 2012 8:00 A.M. – 9:00 A.M.
	Mr. Ken Schiller President & CEO, K & N Management (2010 Baldrige National Quality Award Recipient)
The Love of Excellence: This presentation will examine the impact the Baldrige Criteria can make on any organization by establishing a passion for excellence. Ken will discuss the key elements that organizations typically need to outperform their competitors through a strong culture that is not only based on excellence, but calibrated to its mission. This session is perfect for CEOs, senior leaders, mid-level managers, and any individual who has a passion for performance excellence. The Love of Excellence Flyer

Thursday, May 31, 2012 8:00 A.M. – 9:00 A.M.

Mr. Ken Schiller
President & CEO, K & N Management (2010 Baldrige National Quality Award Recipient)

The Love of Excellence: This presentation will examine the impact the Baldrige Criteria can make on any organization by establishing a passion for excellence. Ken will discuss the key elements that organizations typically need to outperform their competitors through a strong culture that is not only based on excellence, but calibrated to its mission. This session is perfect for CEOs, senior leaders, mid-level managers, and any individual who has a passion for performance excellence.

The Love of Excellence Flyer

Customer Engagement: Southwest Airlines Style ~ Closing Keynote Speaker

Friday, June 1, 2012: 11:30 A.M. – 12:30 P.M.
	Mr. Kyle O’Neal Brand Engagement Manager, Southwest Airlines
Southwest Airlines is the largest domestic carrier and has long been known as a unique, customer friendly airline. They like to say that they’re "a great Customer Service organization that happens to be in the airline business". Part of its success over years has been driven by nurturing employee engagement and treating customers like family, which certainly isn’t easy when considering that Southwest flies up to 400,000 customers per day. Kyle O’Neal, Manager of Brand Engagement will discuss what elements have led to Southwest consistently being rated the most admired airline, He will discuss the corporate environment at Southwest which leads to unusually good Customer Service in an industry which struggles to please customers.

Friday, June 1, 2012: 11:30 A.M. – 12:30 P.M.

Mr. Kyle O’Neal
Brand Engagement Manager, Southwest Airlines

Southwest Airlines is the largest domestic carrier and has long been known as a unique, customer friendly airline. They like to say that they’re "a great Customer Service organization that happens to be in the airline business". Part of its success over years has been driven by nurturing employee engagement and treating customers like family, which certainly isn’t easy when considering that Southwest flies up to 400,000 customers per day. Kyle O’Neal, Manager of Brand Engagement will discuss what elements have led to Southwest consistently being rated the most admired airline, He will discuss the corporate environment at Southwest which leads to unusually good Customer Service in an industry which struggles to please customers.