Master's Series


M14 - Innovation Belt: Tools for Design and Creativity

Monday, April 30
12:15 PM - 2:30 PM
Location: Sheraton Grand Ballroom D

Level: Advanced

We know that quality is everyone's job, and in the past three decades organizations have done a great job improving quality with training and organizational initiatives. But what about innovation? Isn't innovation everyone's job? Perhaps now is the time to add the innovation belt to your wardrobe. In this workshop, we will focus on the customer experience, people-centered design, and how to maximize the creative potential in all of us. The workshop will include customer experience tools, such as journey mapping, and the discovery phase of people-centered design, which includes jobs to be done and ethnographic interviewing. Additionally, we will present recent insights into creativity, including how we limit our own creative possibilities, and what research now shows we can do to increase the chances of innovation breakthroughs.

Learning Objectives:

Lisa Custer

PhD Industrial Engineering from Arizona State University and a Bachelors of Mechanical Engineering from Georgia Institute of Technology, Master Black Belt

Principal, Master Black Belt
Firefly Consulting
Phoenix, Arizona

Lisa Custer, principal with Firefly Consulting, has more than 25 years of working experience in all aspects of process management and continuous improvement. Her work spans Six Sigma, lean, design, total productive maintenance, and total quality management. Prior experience includes principal with Accenture, director with George Group Consulting, and director of quality in the semiconductor industry. She holds a Ph.D. and a master of science in industrial engineering from Arizona State University, and a bachelor’s degree in mechanical engineering from Georgia Institute of Technology.


Send Email for Lisa Custer

Kimberly Watson-Hemphill

BSE (Aerospace Engineering) and BA (French) from the University of Michigan, as well as a MSE (Engineering Mechanics) from the University of Texas, Master Black Belt

Firefly Consulting
Austin, Texas

Kimberly Watson-Hemphill is the president of Firefly Consulting, a company she founded in 2009. She is a globally known expert in the field of innovation and operational excellence, and is the author of Innovating Lean Six Sigma: A strategic guide to the world’s most effective business improvement process and co-author of Fast Innovation. She has led Lean Six Sigma programs in multiple manufacturing and service industries, including a deployment with a global Fortune 500 company that generated over $1 billion in savings. She was previously a partner with Accenture and a vice president of George Group Consulting, and is currently on the faculty of the Acton School of Business. Her educational background includes a bachelor of science engineering degree in aerospace engineering and a bachelor of arts degree in French from the University of Michigan, as well as a master of science engineering degree in engineering mechanics from the University of Texas. She is an ASQ member and certified Master Black Belt.


Send Email for Kimberly Watson-Hemphill

Kaushik Mallik

American Society of Quality (Regional Director)


Send Email for Kaushik Mallik


M14 - Innovation Belt: Tools for Design and Creativity



Attendees who have favorited this

Please enter your access key

The asset you are trying to access is locked. Please enter your access key to unlock.

Send Email for Innovation Belt: Tools for Design and Creativity