Agenda

Wednesday May 19Thursday May 20Download Program Overview

Wednesday May 19, 2010

8:45 – 9:00Breakfast

9:00 – 9:45Welcome and Introductions

9:30 – 10:15Opening PlenaryCreating the Brand in the Changing World of CertificationSpeaker: Paul Sharman
The ultimate vision for most credentialing organizations is value for the profession, for stakeholders and for society. But turning the vision into a venture which is successful on all major counts requires disciplined analysis and planning, careful commitment of resources, serious financial controls and constant monitoring. Like the pieces of a jig saw puzzle, these elements of business strategy must fit together neatly to create a complete and understandable picture.

To set the stage for this Certification Business Summit, Mr. Sharman will explain the concepts of business strategy and show how they apply to the credentialing industry. He will identify the tools of business management and discuss how planning, budgeting, reporting results and updating forecasts apply to credentialing as a business.

He will discuss why it is critically important that stakeholders, volunteers, board and staff understand the business model and share the business vision.

10:15 – 10:45Networking BREAK

10:45 – 12:00 NoonGreat ExpectationsSpeakers: Christine Niero and Buck Chaffee
Inevitably credentialing organizations embark on ambitious plans to reshape their credential and deliver new services with high expectations and enthusiastic support from boards. But often times, these initiatives fall short in achieving the expected results.

Our two highly experienced certification CEO’s will present the key factors in growing a credentialing business. They will address the considerations credentialing organizations need to weigh in order to make informed business decisions, and show how executives can manage expectations for profit and long-term value. Dr. Niero and Mr. Chaffee will also facilitate an interactive session in which participants will work through a decision-making process that matches business objectives to the mission of credentialing, to show you how to turn vision into value.

12:00 Noon – 1:00Networking LUNCH (Lunch Provided) During lunch you’ll network with your peers and discuss the business challenges you face planning and running your credentialing organization. We’ll gather your concerns and make sure they get addressed during the two days.

1:00 – 2:30The Power of Listening...The Heart of Elevating the Customer ExperienceNo organization can exist without “Customers.” Your credentialing organization has customers on whom you rely and without whom you would not exist. You build products and services to meet their needs, but to what degree do you really understand customer needs, and how can you translate their needs into revenues? The more successful the organization, the better job they do listening to their customers; most importantly, they use what they hear to formulate business strategies that deliver value and create loyalty.

In this session, participants will clarify who their customer is; recognize how they’ve listened to their needs in the past; realize how they might listen to them in the future; and understand how they can create sustaining credentialing products and services that customers will value. Participants will engage in small work groups to create action plans they can begin implementing immediately.

2:30 – 3:00Networking BREAK

3:00 - 5:00Performance Framework, Strategy
Formulation and Implementation
Speaker: John D. Kittredge
In this session, participants will learn about the unique performance framework issues facing credentialing organizations, and how organizations can work toward establishing their key business strategies. Through a combination of lecture and small group activities, participants will identify the major environmental factors in which their organization operates, the stakeholders involved, and their impact on the organization’s strategy. Discussion will focus on how credentialing organizations establish business objectives, assess the critical inputs/outputs and outcomes required to achieve objectives, and the measures used to plan, implement and manage their strategy.

Presented from a not-for-profit perspective, this session addresses some of the unique features credentialing organizations face in business planning, by helping you answer these strategic questions:

• What is strategy?
• What is a performance framework?
• How do things really get done in your organization?
• What needs to be managed?
• What measures should you use to plan, implement and manage your strategy?

5:00 – 6:30Evening ReceptionUnwind with the faculty and your peers, build your network, and continue the discussion.

Wednesday May 19Thursday May 20Download Program Overview