Following FMCS’s 50^th Anniversary Celebration, the 1997 National Professional Development Seminar was held at the Washington Hilton in Washington, D.C. For the first time in many years, all FMCS employees, both National Office and field staff, had the opportunity to participate in the Professional Development Seminar.

This year’s seminar focused on customer service and the results of FMCS’ first-ever national customer survey. The first day of the seminar was devoted entirely to a presentation of the analysis of the survey data by Joel Cutcher-Gershenfeld, Visiting Associate Professor, F.W. Olin School of Management at Babson College and Sloan School of Management, Massachusetts Institute of Technology, who supervised the research process.

Day two of the seminar included a panel of FMCS’s customers including: John Fowler, Lear Corporation; Carolyn Forrest, United Auto Workers; Gary Cantwell, Lockheed-Martin; and Donald Langham, United Paperworkers International Union. The customer panel gave feedback about FMCS’s services, complimented the Service on its strengths and suggested areas for improvement. As representatives from labor and management in a variety of industries, each member offered a unique perspective on the Service.

An addition to the Seminar’s agenda was a panel presentation by the international mediation agency representatives who were invited to attend the Professional Development Seminar following their participation in the World Mediation Summit and the 50th Anniversary Symposium. Some came from established mediation agencies while others are just beginning mediation services. It was interesting and useful to hear about experiences in mediation abroad.

The Seminar also included the annual ethics presentation as well as a budget update, and concluded with comments from Director Wells, including a question and answer period.

Director Wells also gave special recognition to Ron Sweet for his role in settling the UPS/Teamsters Strike.