| Speaker | Topic | |
|---|---|---|
| Michael Noble | Welcoming remarks | |
| Michael Noble | What is Service Excellence and Why is it important? | |
| Colleen Taylor | Are our customers Happy or Not? | |
| Jen Flexman | Customer-focused innovation in the lab sector | |
| Doug Smith | Service Excellence in Hospitality | |
| Michael Noble | Diagnosing and Adjusting Laboratory Culture of Quality | |
| Baljit Singh, Andrew Balbirnie, Laura Jaeger, Dr. Mel Krajden , Norine and Sienna Turton, Lisa Knight | Storytelling about our Quality Experiences. | |
| Concluding comments | ||
Poster Presentations
- Implementation of a Mentored Professional Certificate Program in Laboratory Leadership and Management in Zambia. I-TECH
- Strengthening Clinical Laboratory Systems and Capacity in Cambodia through Mentoring and Training. I-TECH
- Development of a National Strategic Plan 2017-2020 for the Laboratory System in Côte D’Ivore. I-TECH
- Diagnostic Accreditation Program – Lab Medicine – Review of the most cited standards in British Columbia. Valerio Arciaga
