Juran Institute

Joseph A. DeFeo, Juran's President and Executive Coach, is scheduled to speak in Dallas, TX at the American Society for Quality's (ASQ) monthly development meeting on Thursday, February 22, 2007. The meeting includes a networking session, tutorial, dinner, and keynote address presented by Joseph DeFeo. ASQ is an international organization that works with industries over a wide business spectrum. ASQ Dallas hosts these monthly meetings to review past or present "how-to" information in order for members to obtain tools to use in their quality improvement programs. In his keynote speech, Joseph DeFeo will be discussing "Meeting the expectations of the nano-second customer." DeFeo defines the nano-second customer as one who demands perfection, speed, and accuracy in all transactions. He will discuss and provide a roadmap to address issues regarding how to meet the needs of the nano-second customer, how an enterprise can meet the needs of a nano-second customer, and how to organize your customer service approach around them. As a leading Executive Coach, DeFeo is recognized for his training and consulting experience in enabling enterprises to achieve business excellence worldwide. Members of ASQ are eager to welcome Joseph DeFeo and his expertise to the dinner table for this fun, engaging discussion. Juran was founded in 1979 by Dr. Joseph M. Juran. We have continued to build upon the solid foundation of quality management principles through his guidance and instruction. Juran is a global leader of research, consulting, and education in managing operational excellence. With offices spanning the United States, China, Germany, Korea, the Netherlands, South Africa, Spain, and the United Kingdom, Juran is able to provide superior business results worldwide. Our professionals deliver quantifiable value to clients, obtaining maximum results in a customer focused, initiative driven atmosphere. To learn about the Juran advantage and all its mission statement has to offer, visit www.juran.com.

Alexander Janssen is an Executive Vice President of Juran Institute. Alexander manages Juran Institute's Benchmarking Practice located in Amsterdam and is responsible for key accounts and business development. Alexander has led large-scale benchmarking projects in many industries, for example, oil and gas, packaging, social security, chemicals, and procurement processes. He has also led worldwide benchmarking and improvement programs in the oil and gas industries, he has worked with all 'majors' (e.g. Shell, BP, Exxon Mobil, Statoil, Total, ConocoPhillips, QP, Saudi Aramco, Pemex, and many others), covering the complete hydrocarbons value chain (from exploration to transportation, storage, processing, refining, and petrochemical processes). Prior to joining Juran Institute in 1996, Alexander worked for six years as a consultant for various management consulting firms in the Netherlands, Germany, and France. Alexander is a sought after speaker at conferences and is the author of numerous articles. Alexander holds a Master's degree in Business Economics (The Netherlands) and has pursued the EAP-ESCP, the MBA Business Administration sponsored by the European Union.

Aideen McCrave is our benchmarking team's head office manager. Over the years Aideen has become an invaluable team member to our benchmarking practice, for both our consultants as well as our customers. Aideen was trained in business economics. She has in-depth knowledge of our services, customers, history, consultants (and their whereabouts). Aideen is also part of our benchmarking advertising and PR activities as well as Best Practice Forums organisation. In addition to English, Aideen speaks Dutch.

Angel Tonchev is a Senior Consultant. Within Juran Institute's benchmarking services Angel bears end- responsibility for benchmarking data processing including analysis systems and reporting. He is also part of the data analysis and web-based benchmarking teams. Angel has benchmarking experience in a variety of industries including oil and gas, procurement, information technologies, and call centres. His expertise is in the areas of quantitative methods, business process modelling, finance, information technologies, CRM, and self-services. He co-developed the Juran Hydrocarbons Index for the oil and gas industry and the Tonchev Performance Index, which is now fully utilized by Purdue University and its associated consulting company to provide benchmarking and consulting services to more than 8000 call centres world-wide. Angel is a certified Six Sigma Black Belt and a certified Call Center Auditor. Additionally, he is author of several academic articles. Angel holds a Master's degree in Economics from Maastricht University (the Netherlands), a Bachelor's degree in business from Sofia University (Bulgaria), and an Engineering degree from the Technical University in Sofia. In addition, he was a researcher at Purdue University (USA). Angel speaks English, Bulgarian and has a good command of Russian.

Christo Tonchev has been with Juran Institute since 2000. He responsible for Juran Institute's benchmarking information and reporting systems. Christo has benchmarking experience in a variety of industries including oil and gas, procurement, information technologies, and call centers. His expertise is in the areas of quantitative and qualitative analyses, business process modeling, marketing, information technologies, CRM, and self-services. He is a co-developer of the Juran Hydrocarbons Index for the oil and gas industry and the Tonchev Performance Index for the call center industry (now fully utilized by Purdue University and Benchmarkportal Inc.--owners of the world's largest call center database). Christo is a certified Six Sigma Black Belt and a certified Call Center Auditor. Additionally, he is an author of several academic articles. Christo holds a Master's degree in Economics from Maastricht University (the Netherlands), a Bachelor's degree from Sofia University (Bulgaria). In addition, he studied at the Higher Institute of Physical Culture (Bulgaria) and was a researcher at Purdue University (USA). Christo speaks English, Bulgarian, and has a good command of Russian.

Peter Lumley is an associate of Juran Institute, he is also a Managing Partner for Manderstam International Group (UK). As a process engineer with vast experience in the industry, for almost a decade Mr. Lumley has been responsible for Juran Institute's on-site complexity factor reviews, the normalization procedure as well as other engineering related analysis and conversion matters. Peter has worked in the oil/gas and petrochemical industries since 1979 as both a design and site engineer. Later work was both as project manager then project director of many modification and revamps in the Middle East, Africa, and Europe. Since 1996 he has carried out over 150 site surveys and complexity factor calculations on behalf of Juran Institute from the Trans Alaska pipeline through Canada, USA, Mexico and Gulf of Mexico to the North Sea, Adriatic, Southern Mediterranean, Caspian Sea and Middle East locations. Peter is a European Chartered Engineer, and Member of the Institute of Mechanical Engineers with a BSc (Honours) in mechanical engineering from Birmingham University, UK.

Tim Stapenhurst is an associate of Juran Institute, he is also a Managing Director of the Sigma Consultancy (Scotland). As a statistician with over 20 years of experience in the oil and gas industry (worked many years for both Shell and BP), for almost a decade Mr. Stapenhurst has been responsible for Juran Institute's rigorous data validation processes of the various benchmarking programs in the oil and gas industry. Mr. Stapenhurst also facilitates the benchmarking best practices knowledge transfer sessions (i.e. best practice forums). Tim facilitates numerous oil and gas benchmarking services, provides consultancy and training in a variety of process improvement related topics including Performance Reviews, Quality Management, Process modelling, ISO9000, Auditing, SPC, and TQM. Tim is highly qualified in Mathematics and Statistics. In cooperation with Rushmore Associates Sigma facilitates the largest drilling benchmarking studies in the world (running for over 10 years and including more than 150 participants) and its sister completions benchmarking study. Tim is a Chartered Engineer, holding B.Sc. in Mathematics from Aston University (UK) and a Chartered Statistician (Graduate of the royal Statistical Society).

Brad Wood is a Director, responsible for the development and delivery of benchmarking and performance improvement services. With a background in operations, project, scientific and laboratory management and ten years experience within Government, in managerial positions, Brad is an experienced manager with seven years of experience in Oil and Gas, Petrochemical, IT, Rail and Renewable Energy markets. His professional focus has been on Quality Management including business process improvement and change management, Risk Management and Management System Development. In particular, Brad has specialised in the development of business process-based management systems. Brad has a Bachelor's degree and a PhD in scientific disciplines and a Master's degree in Business Administration. His professional affiliations include membership of the Institute of Quality Assurance and the Energy Institute. Brad is also the author of numerous peer-reviewed scientific papers.