VOC Chair

Deborah Baker

Contact Information

(904) 791-8030 Office
(904) Cell

voc_chair@asq1506.org

ASQ Responsibility

Provide expertise to Section 1506 members related to internal section voice of the customer; collect and monitor membership feedback via Section Meeting survey’s, identifying trends and providing input periodically to the Section leadership, as well as coordinating outcomes and needs of the Section with the ASQ VOC leads.  Click here for position description.

Professional Certifications or Registrations

ASQ Member (4 years)
Six Sigma Black Belt

Education

BA Jacksonville University
Post-graduate coursework toward MBA; University of North Florida and Armstrong State University

Current Employer(s) with Position/Title and Responsibilities

Employer:  First Coast Service Options, Inc. (a wholly-owned subsidiary of Blue Cross Blue Shield of Florida, Inc.)
Title:  Lead - MAC J9 Program Management Office
Responsibilities:  PMO Lead for the Medicare Administrative Contractor (Florida, Puerto Rico and U.S. Virgin Islands) for process, quality and continuous improvement initiatives and projects, ensuring that the contractor meets the U.S. Federal Government program (HHS-CMS) Statement of Work requirements, deliverables and award fee plan requirements.

Industry Experience

Deborah Baker is a degreed professional with 27+ years experience in the health insurance and government services industry. Deborah has lead strategic, business and financial planning teams, customer service improvement initiatives and managed continuous improvement and project management departments.  She also lead B2B market development programs utilizing service, marketing and finance disciplines.  Deborah has extensive knowledge of and experience deploying Voice of the Customer research techniques and House of Quality/QFD methods in the consumer market arena.

Summary of Skills and Experience

Deborah is certified as a Six Sigma Black Belt with over seven years of leadership and practical experience using DMAIC, Lean Six Sigma, Rapid Process Improvement, Project Management and other continuous improvement methodologies.  Deborah had management oversight for FCSO’s Quality Management System and successfully lead the organization to secure continued ISO 9001:2008 registration through annual internal, surveillance and re-registration audits of the QMS (ISO registrar: QMI-SAI Global, Inc). 

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