15 JAN 2019 ASQ Dinner at Forrest Park Golf Course Clubhouse

Tuesday, Jan 15, 2019

Dr. John Timmerman, Mercy’s Vice President of Operations

Behavioral Economic Design of the Patient Experience

What is the Quality Book of Knowledge (BOK)? More importantly, what is in the BOK?

Learning Objectives:

  • Understand why behavioral economics explains consumer behavior
  • Identify how to capture ethnographic insights that influence a patient’s behavior
  • Learn the guiding principles for rapid proto>typing of new patient memories

John C. Timmerman, Ph.D.

Dr. John Timmerman, Mercy’s Vice President of Operations, is a recognized expert in creating outstanding customer and patient experiences by integrating business plans with cultural, systems, and technologies. Prior to joining Mercy, he served as the Chief Scientist for Gallup, Quality Advisor for The Cleveland Clinic Foundation, Corporate Vice President of Operations & Quality for The Ritz-Carlton Hotel Company, and Global Vice President of Guest Experience & Operations for Marriott’s portfolio of more than 3,700 hotels worldwide.

A recognized thought leader in the science of service, John has presented hundreds of lectures and consultations on designing customer-centric organizations across a globally diverse range of industries and enjoys developing new leaders and has served an Adjunct Professor at the University of Delaware and RIT Dubai. John is the former Chairman of the American Society for Quality, which serves more than 70,000 quality professionals in 140 countries, and he is a former Senior Examiner & Judging Chair for the Malcolm Baldrige National Quality Award.

John received his bachelor’s degree with honors from the University of Delaware, his master’s degree from the Rochester Institute of Technology (Service Innovation Thesis), and his doctorate degree from Iowa State University (Structural Equation Modeling Dissertation.) Prior to starting his career, John served in the U.S. Marine Corps as a 2nd Force Reconnaissance Marine and personal protection for the Secretary of Defense at the Pentagon.

ASQ St. Louis Section Monthly Dinner Meeting

Tuesday, Jan 15, 2019
05:30 PM – 09:00 PM Central

Register today for the next ASQ St. Louis Section Meeting


Forrest Park Golf Course Clubhouse
6141 Lagoon D.
St. Louis, MO  63112

Map and Directions


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