Customer Experience Mapping

AQN is a non-profit organization directed by business professionals focused on providing education and training in quality.MISSION:The mission of AQN is to educate the Albuquerque business community on quality principles and processes to improve organizational performance.VISION:AQN is a premier partner and contributor to the success of Albuquerque businesses as they pursue their quality journeys. As a result, Albuquerque is recognized as a center for business performance excellence.

Albuquerque Quality Network (AQN)

Customer Experience Mapping
Presented by Randy Simons &amp; David Ortega, PNM 
This interactive presentation will introduce a new lens to look through to capture and improve customer interactions with your organization. We will introduce the audience to Lean principles and the necessity of mapping to visualize and improve any process. Next, we will then walk the audience through the basic structure and elements of a customer experience map.
Mr. Simons is currently a board member for Quality New Mexico and the Albuquerque Quality Network. Mr. Simons is certified as a Lean Expert and holds a black belt in Six Sigma. Mr. Simons received his MBA from the University of New Mexico. He also holds a Master of Science in Mechanical Engineering from the University of Southern California and a Bachelor of Science in Mechanical Engineering from the University of Wisconsin – Platteville. 
Mr. Ortega is currently a board member for Albuquerque Quality Network. Mr. Ortega was trained and certified in Lean Manufacturing and Six Sigma methodologies. Mr. Ortega received his Master of Science in Industrial Engineering from New Mexico State University. He also holds a Bachelor of Science in Mechanical Engineering from New Mexico State University.

Isleta Resort & Casino

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Customer Experience Mapping

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