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2014 Global Operations Conference
The Customer Equation
Exceeding Customer Expectations through Operations
at the Michigan Union Building
on November 13-14, 2014

The Global Operation Conference (GOC) is an annual event organized by the Tauber Institute for Global Operations at the University of Michigan, Ann Arbor. The main objective of the GOC is to bring together global leaders in industry and academia to share, debate and strategize to advance the worldwide practice of operations.

This year the Tauber Institute seeks to explore the idea of exceeding customer expectations through operations. Even a customary glance at the vision statements of various companies clearly shows that customer satisfaction is the top priority of corporations all over the world. Today, customers want products of the highest quality at the cheapest price and they want them delivered now. Customer preferences vary according to various factors including geographical location, race and ethnicity, gender, age, and economic status. In order to fulfill the ever-increasing customer demands, intricate supply chains are being built to source and deliver a wide range of products. Corporate operations leaders who manage these complex and widely-stretched supply chains face many challenges and companies have to adopt the best practices in order to build a sustainable competitive advantage. At GOC 2014, we seek to explore the new ideas and best practices that various companies are adopting in order to achieve the highest levels of customer satisfaction.

The conference will be a mix of keynote talks and panel discussions. The topics we would like to cover have been broadly classified into four categories:

  • Customer Loyalty: How can operations be used as a differentiating factor to gain customer loyalty?
  • Mobile World: How can mobile platforms be used to improve back-end operations?
  • Speed to Delivery: With customers expecting to receive products in shorter time frames, how are shipping operations changing to accommodate these needs?
  • Customer Data: How can operational and customer data be used to optimize service levels in real-time?

We are currently looking for corporate operations leaders who are interested in giving keynote talks or lead panel discussions at GOC 2014.

GOC also presents a unique networking opportunity because of the presence of reputed corporate leaders and world-renowned academic thought leaders in the field of operations management. Also in attendance will be aspiring leaders of tomorrow – the students of the Ross School of Business and the College of Engineering at the University of Michigan.

The GOC 2014 organizing committee would like to extend a warm welcome people interested in operations management to attend the event. We are looking forward to hosting another stellar event and stimulating discussions in the field of operations.



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