Océ Presents Balanced Scorecard Strategies for Accountable Performance at the Contact Center Performance Measurement Summit
August 2, 2006, Chicago - Océ (Nasdaq: OCENY), a global leader in digital document management and delivery solutions, today announced that Michelle Griffin, Vice President, Customer Experience for Océ North America, will be the Conference Chair and featured speaker at the International Quality & Productivity Center's (IQPC) Contact Center Performance Measurement Summit, August 7 - 9 at the InterContinental® Miami Hotel in Miami, FL. This event is focused on helping call center managers streamline performance and retain quality staff to increase productivity and profit.
Griffin, a Six Sigma® Master Black Belt, joined Océ in November 2003. During the past three years, Griffin's mission has been to help Océ reinforce its Customer First philosophy throughout its U.S. direct service organization. Griffin is currently a PhD candidate in Organizational Development at Benedictine University (Lisle, IL) where she is writing her dissertation on balanced scorecard, a management system that enables organizations to clarify their vision and strategy and translate them into accountable results. During her time at Océ, she has implemented a balanced scorecard initiative and created service dashboard and customer loyalty programs to track the customer satisfaction performance of the Océ service organization.
During the August 7 Interactive Pre-Conference Workshop (8:00 a.m. - 11 a.m.), Griffin will present on the topic, "Strategy to Performance, Tying it all Together." Griffin's workshop presentation will draw from her research and real-world examples from Océ to explore best practices for implementing a balanced scorecard system that drives strategy throughout the organization. By using her experience with Océ, she will illustrate what an effective balanced scorecard system entails and how to implement a service dashboard to track the system's progress. Attendees will gain insight on how to tie strategy to performance results at the executive level.
As a Conference Chair, Griffin will bookend the remaining days of the conference on August 8 and 9, with opening and closing remarks and a recap of the previous day's sessions.
"Today's businesses rely on strategic analysis and performance measurement techniques to gain a better perspective on how they are working to satisfy the customer," said Griffin. "The balanced scorecard and performance dashboard tracking systems provide executives with critical data to monitor performance, profitability, shareholder value and customer loyalty. Understanding these trends and key performance indicators will help companies stay ahead of their competition and enhance profitability."
Interviews Available
Michelle Griffin is available for interviews throughout the IQPC Summit, from August 7 - 9. To arrange an interview date and time, please contact Andrea Ryan via phone at 312-873-3422 or email at andrea@outlookmarketinsrv.com.
About Océ
Océ is a leading provider of digital document management technology and services. The company's solutions are based on Océ's advanced software applications that deliver documents and data over internal networks and the Internet to printing devices and archives -- locally and around the world. Supporting the workflow solutions are Océ digital printers and scanners, considered the most reliable and productive in the world. Océ also offers a wide range of display graphics, consulting and outsourcing solutions.
Netherlands-based Océ N.V. (NASDAQ: OCENY), with a workforce of around 24,000 people and pro forma annualized revenues of nearly $3.7 billion, active in approximately eighty countries, maintains research and manufacturing centers in the Netherlands, the United States, Canada, Germany, France, Belgium, the Czech Republic, and Romania. Océ's North American headquarters is located in Chicago with major business units in Trumbull, CT; Chicago; New York City; Boca Raton, FL; Salt Lake City; Coventry, RI; and Vancouver, BC. North American revenues were $1.7 billion for fiscal 2005, and employment is currently 11,000. For more information about Océ, visit www.oceusa.com. Outside the U.S., consult www.oce.com.
About Michelle Griffin
Michelle Griffin is the Vice President, Customer Experience for Océ North America. She is a Six Sigma Certified Master Black Belt and is ISO 9002:2000 certified. She is also a doctoral candidate at Benedictine University in Lisle, IL. Before joining Océ, Griffin was the senior VP and executive, Master Black Belt Six Sigma group operations manager at Bank of America. Prior to that role, she was the CIO at IMC. Griffin has spoken at numerous conferences and has been published in various journals.
About Contact Center Performance Measurement Summit
This summit is designed to create a learning atmosphere by bringing together top call center experts who share their knowledge and experience with attendees. The event is geared toward Call Center professionals who continuously strive for excellence. Based on years of services offered to thousands of executives worldwide, the Contact Center Performance Measurement Summit has gathered the most up-to-date, relevant and necessary information to help attendees transform their contact centers into world-class organizations.
