CMMI Institute

Capability Counts 2020

21 April & 22 April, 2020

Crystal City, , VA

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Speaker Profile

Pamela R. Schoppert, VP of Human Experience & Quality, PMP, CMQ OE


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Pam Schoppert, PMP, CMMI Associate and Certified Manager of Quality and Organization Excellence (CMQ/OE), is a seasoned Process Improvement and Quality Consultant, having supported the organizational maturity efforts of dozens of government and commercial agencies, such as State Farm, CSX, Navy, NSF, IRS and DHS.  She was a key member of the CMMI-SVC model development team, is a member of the Technical Advisory Group (TAG) for ISO 9001, and supported the Architectural Working Group on Organizational Behavior for CMMI v2.0.  Ms. Schoppert is passionate about people, tenacious about tool usage, and pragmatic about the application of process.   In her role as VP of Human Experience and Quality for Citizant, she focuses on elevating interactions to achieve organizational excellence. 


CMMI V2.0 & the Customer Experience: Focus on Performance

Conference Track: Performance Management

At Citizant, we believe that our customers, their mission and their expectations for delivery and service quality provide the crosshairs through which we aim for success. We also understand that for optimal performance, we must triangulate just the right balance of people, process and technology resources. During this presentation, we will (1) discuss resources and (2) share elements of our CMMI V2.0 ML3 Quality and Customer Experience Program. We will highlight corporate needle movers, program-specific key performance indicators, and dashboard features that together provide visibility and insight into performance, and support preparation of the required CMMI V2.0 Performance Report.