MEET THE SPEAKERS

Dennis Devos

DENIS DEVOS

Principal Advisor Devos Associates

Monday September 25, 2017

Atelier C and D

Pre Conference Workshop: IS0 9001:2015 and Risk-based Thinking
9:00 AM - 12:00 PM

Summary

This course is designed to teach participants the philosophy and requirements of the ISO 9001:2015 standard, or your sector equivalent (ISO 13485, AS 9100, etc. This full-day session is intended for personnel who will be involved in implementing the requirements of the Standard.

Each presentation draws on the years of experience of our experts and examples. The Process Approach of the Standard is emphasized, and workshops ensure that each participant understands the Process Approach and is ready to implement it in their organization.

Profile

Denis Devos is a Fellow of the American Society of Quality and is a recognized expert in the interpretation and implementation of ISO 9001, ISO/TS 16949,ISO 14001. He has been working in Quality Assurance throughout his career. Denis is a sought after lecturer and trainer and a regular contributor to ASQ conferences. A large part of Devos and Associates Inc. practice is working with organizations in crises, driving cost and quality improvements and restoring customer confidence. Denis also works with service industries to introduce Lean Thinking, process management, measurement and control.

JEAN MARC LEGENTIL

President, Bell Nordic Inc.

Monday September 25, 2017

Atelier C and D

Pre Conference Workshop: Toyota Kata Workshop
1:30 PM - 4:30 PM

Summary

The Improvement routines of PDCA or DMAIC (Improvement Kata) are more efficient if they are paired with coaching routines (Coaching Kata). The spirit of Mike Rother expressed in his book Toyota Kata well reflects the missing link between the continuous improvement tools (Lean, Six Sigma, etc.) and the necessity for a scientific approach to solve problems.

Learning objectives:

  • Understand the role of Improvement and coaching routines called Kata to make Lean operational and more efficient.
  • See Toyota Kata as not just «another improvement approach» or something different, but rather as a way to facilitate Lean.
  • Equip attendees to lead change. The attendees will understand the thinking process Lean practitioners should have while solving problems. As an example, the A3 format for PDCA is often used mechanistically while it should be used to plan and record experiments leading to learning moments.
  • Understand what Toyota Kata is, what the importance of learning in their industry is; they will process the routines of improvement and coaching and the use of the visual Story Board.
  • Access links to video on youtube Kata Channel, open-source documents and books, forms and implementation guides.

Profile

Jean-Marc has taught university classes and presented at conferences for 30 years. He has presented at the 31st congress of the Japanese Association for Operative Medicine in Tokyo on Lean Kaizen in the OR; the Healthcare Supply Chain Association on Lean Health Care in Toronto; at the World Forum for Hospital Sterile Supply on Lean for the Sterilization Unit in Sao Paolo and Antalya Turkey; and ACTRM on Lean Healthcare in Quebec City. A sought after speaker, he provides seminars in Lean construction, Toyota Kata and Lean quality improvement. In 2016 alone, he will be speaking at Katacon in Fort Lauderdale,  at Lean and Toyota Kata in Singapore and at The Consortium Lean in Montreal, this last, providing a Last Planner Simulation. Also in 2016, Jean-Marc will be a coach with Beth Carrington’s Kata Seminar and a speaker at the 2016 Leaf Construction Congress in Chicago.

Jean-Marc had been doing Lean, Kaizen, Six-Sigma full time for the last 25 years. Originally with large manufacturing companies (Bell Helicopter, CAE, Pfizer-Schering, etc), he has been involved in process review with service companies (Ubi-Soft, Bell, etc.) and healthcare organizations. For the last 5 years, construction companies and their suppliers have been doing Lean initiatives with Bell Nordique (OCCQ, Gala Systems, PROCO, Suss Woodcraft, Hydro Quebec Equipment and Construction, STM (Montreal Transit Company), Hason Steel, Bell Mobility (Construction Engineering dept.).

Jean-Marc’s publications include methodologies registered with the Congress Library I.e., Process improvement: kaizen, lean and six-sigma for transactional, administrative and management processes. His practical guides   « Creative problem solving » and « Toyota Kata », a french version are on the way.

Jean -Marc Legentil
Dawn Ringrose

DAWN RINGROSE

Principal, Organizational Excellence Specialists Inc.

Monday September 25, 2017

Lebreton Gallery

First Global Assessment on the Current State of Organizational Excellence
7:00 PM - 8:00 PM

Summary

Launched by the Organizational Excellence Technical Committee (QMD, ASQ) on March 31, 2015, the ‘1st global assessment on the current state of organizational excellence’ is intended to provide data on the extent to which the principles and best management practices of high performing organizations are characteristic of organizations accordingly to size, industry sector and geographical region. The aggregate findings are intended to provide a snapshot on the current state of organizational excellence around the world and a summary of strengths and opportunities for improvement.

This presentation will provide a preliminary snapshot of the aggregate results for Canada and set the stage for future undertakings that will help build a stronger and more resilient Canada.

Attend this presentation to learn about how we are:

  • Uniting the excellence community on a common project
  • Providing dashboard results by organization size, industry sector and geographical region
  • Sharing aggregate results on the OETC LinkedIn site, at workshops and conferences, in research papers
  • Encouraging organizations to continue their excellence journey by implementing an excellence model, benchmarking their performance, and applying for national excellence, best practice, and benchmarking awards.

Profile

Dawn Ringrose has consulted to management in areas that positively contribute to organizational performance since 1984.  She has worked across the public, private, and non-profit sectors with small, medium, and large organizations.

Recognized by her peers with the Fellow Certified Management Consultant designation and the Quality & Excellence Builder Award (Quality Council of Alberta), Dawn is currently the Canadian representative for the Global Benchmarking Network and the Organizational Excellence Technical Committee, Chair of the Collaborations and Partnerships Committee with ASQ Canada, Co-Chair of the ASQ Canada Conference, a representative on the Canadian committee contributing to the development of the ISO 20700 standard for management consulting and the Chair of the Canadian Committee that will be preparing guidelines on integrating a business excellence framework with ISO management system standards.

In 2010, Dawn authored a publication for excellence practitioner’s entitled the Organizational Excellence Framework (OEF) and an accompanying turn-key toolkit. To date, she has delivered training to professionals in over 20 countries and the automated assessment and reporting tool is currently being used to conduct the ‘1st global assessment on the state of organizational excellence’.

Dawn has published on the Organizational Excellence Framework in: papers for The TQM Journal with Emerald Publishing (United Kingdom), Gazeta Global (United States) and Springer International (Switzerland); articles for the Global Benchmarking Network (Germany), Business Process Improvement Resource (New Zealand), ASQ Quality Management Division (United States), and South African Quality Institute; blogs on the website of Organizational Excellence Specialists.

 

DAN CORBETT

Principal, Corsaw Associates

Monday September 25, 2017

Lebreton Gallery

Reflections on the Future of Quality
8:00 PM - 9:00 PM

Summary

Strategy is everything to do with organizational success. We have the elements for success in this rapidly changing world. We have strengths; in technology, in our education systems, financial capital and an innovative spirit to succeed. To take advantage of those strengths, we need a renewed national focus on excellence systems and sustained commitment by leaders and employees.

Quality systems and national excellence frameworks were developed in the mid 1980s early 1990s because leaders at that time in business and government were concerned that North America was losing the competitive edge to other countries and needed a renewed focus on quality systems as a foundation for doing business in an ever increasing and more complex international environment.

The focus of Dan’s presentation will be that we are “back to the future” as other countries have developed and improved their national excellence frameworks and expanded the elements to include services, the non-profit sectors and public sectors. He will speak about how these countries are moving ahead of Canada and leaving us once again in a catch up mode. In North America there is less emphasis on using such frameworks when in fact the opposite should be taking place. He will draw on his own experience with quality and excellence systems from career experience in manufacturing, education and the non-profit sector.

Profile

A speaker and panelist at national and international conferences, Dan has extensive experience in leading change initiatives in business organizations, non-profit organizations and community-based organizations. He served as President and CEO in the public and not-for-profit sectors and in senior executive roles in the private sector.

As President and CEO of the National Quality Institute, Dan set a strategic focus on quality as a way to differentiate the College and led to the College becoming the first post-secondary organization in North America to achieve ISO 9001 certification. As President & CEO of the National Quality Institute, Dan provided national leadership on business excellence issues working with senior leaders in both the public sector and the private sector. As a hands-on CEO, he promoted NQI as the Canadian voice for Excellence and Healthy Workplace. He positioned the Canada Awards for Excellence as the national recognition program for organizations and championed the innovative Healthy Workplace program as a key employee engagement program. His community volunteer work included several years as a member of Focus Kingston and two years as the founding Chair of the Board of Sustainable Kingston. His recent focus is working collaboratively on a strengths based approach to finding the positive core for what works well and to then build on that knowledge to sustain change initiatives for the common good.

Dan Corbett

BSI Group Canada

Business Standards Company

Monday September 25, 2017

Lebreton Gallery

ISO 9001:2015
09:00 PM - 10:00 PM

Summary

Profile

BSI is the business standards company that helps organizations all over the world make excellence a habit. That means showing businesses how to improve performance, reduce risk and achieve sustainable growth. As a global leader in helping organizations improve, our clients range from high profile brands to small, local companies in 172 countries worldwide.

bsi.Inc.
Art Daniels

ART DANIELS

Founder of the Institute for Citizen-Centered Service

Tuesday September 26, 2017

Barney Danson Theatre, Canadian War Museum

Putting Citizens First: Achieving Customer Focus and Lean Government
8:00 AM - 9:00 AM

Summary

The Ontario (Canada) Public Service has twice been recognized by the Commonwealth Association of Public Administration and Management (CAPAM) with Gold Medals for its excellence in service delivery and innovation. In this presentation using the Ontario Public Service as example of Customer Centric Culture we will exam the many elements that go into creating a customer service culture.

The elements include listening to the voice of the customer through survey and feedback instruments. Using that knowledge to change how services are delivered through new channels and service bundling. Ensuring that service expectations are met by adhering to published service standard and service guarantees.

Understanding good service to customers is part of a service value chain linking employee engagement to customer satisfaction. Ensuring employees are recognized and rewarded for excellence in customer service.

A culture of customer service must be sustained over a long period of time through training, senior management commitment and continuous effective listening to the voice of the customer. The example of the Ontario Public Service has been evolving and sustained in a political environment where change is the norm.

Profile

Art Daniels has 40 years’ experience in managing and developing institutions and human resources in the Canadian public service. He is widely recognized as a leader in implementing public sector change initiatives. He is a leader in public sector reform and a former Assistant Deputy Minister in the Ontario Government in a number of departments. He served as Assistant Deputy Minister, Ontario Public Service Excellence and Innovation Office, centre for Leadership, Cabinet Office, and as Assistant Deputy Minister, Ontario Public Service Restructuring Secretariat, Centre for Leadership, Cabinet Office. Mr. Daniels has been a Senior Manager at BearingPoint involved in major public service reform nationally and internationally with projects in Qatar, Egypt, Ireland, Jordan and Jamaica. Nationally he has worked on the federal governments Modernizing Service for Canadians initiative as well as two projects with Service Ontario. He was a founder of the Institute of Citizen Centered Service and continues to be involved as a Fellow of the Institute.

Mr. Daniels contributions have been recognized through awards such as the Lieutenant Governor General Award for excellence in the Public Service and the Amethyst Award for Leadership in Innovation in addition to numerous project-based awards from organizations including IPAC and CAPAM. Most recently he was awarded the first Ralph Huntsman Award for leadership in citizen centered government. In 2010 he was recognized by the National Quality Institute with the lifetime achievement award.

FABRICE BOUCHEREAU

Author of Kaizen Kanban

Tuesday September 26, 2017

Barney Danson Theatre, Canadian War Museum

Kaizen Kanban
9:30 AM - 10:30 AM

Summary

Have you struggled to identify impactful projects for your team or your trainees?  Would you like to become a change agent for your organization by learning to identify and prioritize projects that impact entire organization?  

Continuous improvement is more than just following problem solving methodologies such as lean and six sigma.  Project managers, quality professionals and lean leaders can learn to identify improvement opportunities and to facilitate initiatives that elevate organizations to the next levels of safety, quality and profitability.

This presentation introduces participants to “Kaizen Kanban” a visual process analysis methodology and a project prioritization tool leveraged by teams to identify strategic and tactical opportunities for improvement throughout an organization and convert them into a prioritized project pipeline directly linked to key business objectives.

The term “Kaizen” is commonly used to describe team supported events to quickly break apart and rebuild a process to function better.  

The name "Kanban" originates from the Japanese word for signboard or billboard. In the traditional approach, Kanbans were implemented to signal to workers what to build next, or what parts to retrieve.  

Our boards follow the same principles used with traditional Kanbans. The difference is that instead of telling the operators what to build next or what parts to retrieve, the cards tell improvement teams what pre-approved projects are most relevant to current business needs and are next in line for implementation.

Profile

Fabrice is a licensed Industrial & Systems Engineer, facilitator and trainer with 18 years of experience managing lean, quality and continuous improvement projects and teams. His experience changing company culture and improving processes covers a broad range of industries including medical devices, pharmaceuticals, oil & gas, heavy equipment manufacturing and textiles. He is fluent in English, French, and Spanish and has delivered training in the United States, Caribbean, Mexico and Latin America. He founded and manages Houston-based ProcessZen Consulting, which delivers transformational business solutions. The company focuses on process optimization and cultural transformation through strategy deployment, facilitation, training and project management and execution. 

He has collaborated with best-in-class companies such as MD Anderson Cancer Center, GE Healthcare, GE Transportation, Baxter Bioscience, IGLOO, FMC Technologies, Halliburton and Trelleborg Offshore Construction. His Professional Affiliations includes: Society of Manufacturing Engineers (SME), American Society for Quality (ASQ), Institute of Industrial Engineering (IIE), Project Management Institute (PMI), The Association for Operations Management (Apics), Toastmasters International and Texas Board of Engineering.

Fabrice Bouchereau
JP Gladu

JEAN PAUL GLADU

President and CEO of the Canadian Council for Aboriginal Business

Tuesday September 26, 2017

Barney Danson Theatre, Canadian War Museum

Sustainable Aboriginal Business
11:00 AM - 12:00 PM

Summary

JP Gladu will speak about moving non-Aboriginal and Aboriginal business toward sustainable partnerships and shared economic prosperity. He will discuss how growing a strong and diverse Aboriginal economy is essential to the Canadian economy and how this can be achieved (e.g. policy shifts in government and procurement policies, helping Aboriginal communities build an equity position in businesses, rewarding companies that have certified with the Progressive Aboriginal Relations program, working with Economic Development Agencies).

Profile

Jean Paul (JP) Gladu is currently the President and CEO of the Canadian Council for Aboriginal Business (CCAB) based in Toronto.  Anishinaabe from Thunder Bay, JP is a member of Bingwi Neyaashi Anishinaabek located on the eastern shores of Lake Nipigon, Ontario.  He completed a forestry technician diploma in 1993, obtained an undergraduate degree in forestry from Northern Arizona University in 2000 and holds an Executive MBA from Queens University. JP has over two decades of experience in the natural resource sector. His career path includes work with Aboriginal communities and organizations, environmental non-government organizations, industry and governments from across Canada.

In JP’s current capacity at CCAB, he speaks extensively not only across Canada but internationally as he shares the challenges and successes of Aboriginal business in Canada today.  In 2014, he addressed delegates at the World Indigenous Business Forum and, in 2015, he presented at both the Sodexo Quality of Life Conference and the Corporate Leadership Indigenous Peoples’ Rights Building a Community of Practice Conference in New York City. 

Currently, JP serves on the Colleges and Institutes Canada (previously ACCC), the Northern Policy Institute, Canadian Foundation for Economic Education, is an advisory member to the Canadian Association of Petroleum Producers, a committee member to the Provincial Forest Policy Committee and was recently appointed to Ontario Power Generation’s Board of Directors. In 2014, he was identified as a Diversity 50 Board Ready Candidate from the Canadian Board Diversity Council and a recipient of the Community Service Award – Transformation Awards from Diversity Magazine.

As a father to his young daughter Chloe, along with a passion for his community, his culture and traditions; JP brings the past, present and future to the table, moving non-Aboriginal and Aboriginal business toward sustainable partnerships and shared economic prosperity.

DR. TED MARRA

Author, The Wisdom Chronicles: Competing to Win

Tuesday September 26, 2017

Barney Danson Theatre, Canadian War Museum

Laying the Foundation for the Global Competitiveness of a Nation: A Visionary Perspective
1:30 PM - 2:30 PM

Summary

So what’s new you ask? Haven’t authors such as Michael Porter and many others already said all that can be said of value on this topic? Personally – Ted thinks not.  Despite their well-reasoned, logical treatises on this subject, what might be lacking is a truly passionate, inspiring and visionary view of what could be. Possibly it’s just a fairy tale – an impossible dream but Ted has always said, ‘nothing in life which is truly worthwhile is impossible once you inspire and focus the creativity of collective minds working in collaboration’.  Even more powerful when there is significant diversity among the players.

After some 43 years of dealing with ‘leadership’ across 38 countries plus reviewing what ‘better practice’ have been able to accomplish, a vision of what is required to truly be the best – the most globally competitive nation or region began to emerge in his mind.

So what are the ingredients that can transform an average performing nation into a one of the global role model leadership? Ted will share there are many ingredients and the transformation cannot happen overnight, even if the commitment is unwavering. He will reinforce that without the first step the journey can never be completed

An overarching framework of strategic leadership, operational excellence, intelligence gathering and analytics and relentless pursuit of the creation and delivery of value to all key stakeholders is at the top level.

Then, guided by a commitment to excellence – being the best you can be; re-inventing education to ensure a more globally competitive workforce; neural networks for the exchange of information and ideas; strategic councils reporting quarterly, all sectors and all age groups impacted; technical centres with a new twist; social innovation; and a think tank acting as a driver and focal point.

Gain insights into all the critical elements as related to such a diverse array of governments as the UAE, China, Australia and the Southeast European Region to name just a few. The vision presented is independent of a nation’s governance structure.

Profile

Ted is a strategic facilitator, organizational mentor and writer. He has lectured in MBA/EMBA programmes at universities in Boston, Detroit, the UK, Switzerland and Croatia. He is now a Member of the Board of MAX/Knowledge Now, a global learning organisation.

Marra is the author of numerous reports for the Conference Board in New York and others as well as articles for US and European Journals and some 50 Posts on his LinkedIn site.  His most recent book, ‘The Wisdom Chronicles: Competing to Win’ was just published in January 2015. Areas of expertise in addition to Strategic Leadership include Relationship Mastery, Business Excellence and Research.

He has consulted with over 160 organizations in 38 countries during the past 43 years and has guided  transformation initiatives in some of the world’s most prominent companies such as Xerox, Shell, IBM, Royal Bank of Scotland Group, Johnson & Johnson, DuPont, Electrolux as well as government agencies, SME’s and NGO’s. He has led business turnarounds, launched new businesses and helped SME’s double in size and move from a local to global market reach.

Ted was also Senior Policy Advisor for President Reagan and has held management positions with such organizations as General Motors and Goodyear as well as owning and operating two consulting companies – MQI in Boston and The Centre for Innovation Management Europe Ltd. in the U.K.

Ted Marra
Robin Mann

DR. ROBIN MANN

Director, Centre for Organizational Excellence Research

Tuesday September 26, 2017

Barney Danson Theatre, Canadian War Museum

Benchmarking for Innovation
3:00 PM - 4:00 PM

Summary

Benchmarking is a powerful method for breakthrough thinking, innovation, improvement and for delivering exceptional bottom-line results. Benchmarking is “the comparison of performance data that has been obtained from studying similar processes or activities and identifying, adapting, and implementing the practices that produced the best performance results”.

This presentation will:

  • Explain what benchmarking is and why it is important
  • Provide an overview of the advances that are happening within the benchmarking field.
  • Describe the TRADE Best Practice Benchmarking methodology
  • Provides examples of benchmarking projects and reveal how they have impacted on innovation and business results
  • Describe how benchmarking should be supported and integrated into an organization’s overall improvement approach

Profile

Dr Robin Mann is the Head of the Centre for Organisational Excellence Research, New Zealand, Chairman of the Global Benchmarking Network, and Co-Founder of BPIR.com Limited – a leading benchmarking website resource. Robin’s experience includes managing the UK’s Food and Drinks Industry Benchmarking and Self-assessment Initiative, New Zealand Benchmarking Club, Sheikh SAQR Government Excellence Program in the UAE, reviewing the Australian Business Excellence Framework, chief expert for Asian Productivity Organization’s project on business excellence in Asia, developer of the TRADE best practice benchmarking methodology and founder of the International Best Practice Competition.

Robin worked in Edinburgh for Burton’s Biscuits as a process improvement manager and obtained his PhD in TQM at Liverpool University. Robin was awarded the Harrington/Ishikawa Medal for contributions to the advancement of quality in the Asia Pacific region.

GARY COKINS

Principal, Analytics-Based Performance Management LLC

Tuesday September 26, 2017

Atelier C & D, Canadian War Museum

Analytics – Enterprise Performance Management
8:00 AM - 9:00 AM

Summary

Many organizations are far from where they want and need to be with improving performance, and they apply intuition, rather than hard data, when making decisions. Enterprise performance management (EPM) is now viewed as the seamless integration of managerial methods such as strategy execution with a strategy map and its companion balanced scorecard (KPIs) and operational dashboards (PIs); enterprise risk management (ERM); driver-based budgets and rolling financial forecasts; product / service / channel / customer profitability analysis (using activity-based costing [ABC] principles); customer lifetime value (CLV); lean and Six Sigma quality management for operational improvement; and resource capacity planning. Each method should be embedded with business analytics of all flavors, such as correlation, segmentation and regression analysis, and especially predictive analytics as a bridge to prescriptive analytics to yield the best (ideally optimal) decisions. This presentation will describe how to complete the full vision of analytics-based enterprise performance management.

This presentation will cover:

  • How strategy maps and their companion balanced scorecards communicate strategic objectives with target-setting to help cross-functional employee teams align their behavior to the strategy and better collaborate
  • Why measures of channel and customer profitability and customer value are now superceding profit and service-line measures – and shifting from product to customer-focused organizations including future potential value – customer lifetime value
  • How activity-based cost management (ABC/M) provides not only accurately traced calculated costs (relative to arbitrary broad-averaged cost allocations), but more importantly provides cost transparency back to the work processes and consumed resources, and to what drivers cause work activities
  • Reforming the broken annual budgeting process with performance based budgeting that links strategy to operations and is process volume sensitive rather than simply incremental at each cost center
  • How EPM/CPM also applies to public sector government to understand their “output costs” and better serve citizens
  • Why business analytics, with emphasis on predictive analytics and pro-active decision making, is becoming a competitive advantage differentiator and an enabler for trade-off analysis
  • How all levels of management can quickly see and assess how they are doing on what is important – typically with only a maximum of three key performance indicators (KPIs)
  • How to integrate performance measurement scorecards and ABC/M data with:
  • Strategy formulation
  • Process-based thinking and operational productivity improvement
  • Channel/customer profitability and value analysis and CRM
  • Supply chain management
  • Quality and lean management (Six Sigma, cost of quality).

Profile

Gary Cokins is an internationally recognized expert, speaker, and author in advanced cost management and performance improvement systems. He is the founder of Analytics-Based Performance Management, an advisory firm located in Cary, North Carolina. Gary has a BS degree with honors in Industrial Engineering/Operations Research and a MBA.

Gary began his career as a strategic planner with FMC’s Link-Belt Division and then served as Financial Controller and Operations Manager. He began his management consulting career first with Deloitte, followed by KPMG. Gary headed the National Cost Management Consulting Services for Electronic Data Systems and worked in business development with SAS, a leading provider of enterprise performance management and business analytics and intelligence software. His two most recent books are Performance Management: Finding the Missing Pieces to Close the Intelligence Gap and Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics. He has also co-authored a book with Larry Maisel, Predictive Business Analytics.

Note: In the presentation description above, the term “enterprise performance management (EPM)” is used. It is a synonymous term for “corporate performance management (CPM)” and “business performance management (BPM)”

Gary Cokins
CRAIG DOWDEN

CRAIG DOWDEN, PHD

Peak Performance Coach and Author of The Science of Positive Leadership

Tuesday September 26, 2017

Atelier C & D, Canadian War Museum

Civility Matters
9:30 AM - 10:30 AM

Summary

Profile

Craig Dowden, a Certified Positive Psychology Coach, has a Doctorate in Psychology, with a concentration in Business. An engaging and inspiring coach, Craig partners with leaders and executives from diverse industries and sectors to work on their most important challenges. In his role as a trusted advisor, Craig integrates the latest findings in the science of leadership, team, and organizational excellence into his coaching and consulting work.
 
Craig has been asked to share his thought leadership through articles in leading HR and business  publications, including the Huffington Post (U.S.), the Financial Post, as well as Psychology Today. His work has also been featured in HR Professional, Canadian HR Reporter, Canadian Manager, Your Workplace and Canadian Government Executive, as well as the national newsletter of the Institute of Professional Management, one of Canada's largest training and accreditation organizations.
 
His reputation as an emerging thought-leader has resulted in radio and television appearances. He has been featured as a guest expert on a local FM radio program and he also appeared on the W network as an expert on dealing with the emotional aspects of career transition. He is routinely asked to be the keynote speaker at large conferences/events/retreats to share his knowledge on the topics relating to how to achieve individual, team, and organizational excellence.

WILLIAM PALLET

Former Senior Vice President People Resources Delta Hotels and Resorts

JOSE BANSIL

Former Certified Training and Development Professional Delta Hotels and Resorts

Tuesday September 26, 2017

Atelier C & D, Canadian War Museum

Quality & Tourism – The Connection to Canada - A Hospitality Story
11:00 AM - 12:00 PM

Summary

In 2015, the total contribution of Tourism to GDP in Canada was $88.5 billion (6.4% of GDP) and was forecast to rise by 2.5% in 2016. The tourism industry is larger than the construction, forestry, mining, or agriculture sectors. It represents almost 2 million workers and more than 210,000 businesses across the country. As such, tourism plays a significant role in future job creation and community development, in rural and remote economies, including indigenous communities where there is a growing demand for authentic cultural experiences. 

Tourism is not only important to the economy; it is important to the nation’s social capital. The industry’s contribution is significant, offering employment and practical training to many first-time job seekers and those gaining their first work experience. Tourism operators are innovating and making investments in new product development and many communities are being rejuvenated by transforming to a tourism economy.

This interactive one-hour presentation will examine and share ‘real life’ best practices on how many hotel operators in Canada have used quality models and tools to sustain their growth and competitiveness in an increasingly competitive global tourism marketplace.  Learn how one operator, with more than 5,500 employees across Canada was able to use quality models to achieve world class recognition and be awarded Canada’s prestigious ‘Order of Canada’ Quality Award and the ’50 Best Employers in Canada’ award for more than 15 consecutive years!

Profile

WILLIAM PALLET

A seasoned professional in the service industry, William Pallett has led initiatives at Delta Hotels and the Four Seasons. Mr. Pallett’s focus has been on guiding the human resources function to reflect Delta’s objective to be the employer of choice in the Canadian hospitality industry. With Mr. Pallett as the architect of a more engaged culture, Delta became an industry leader by deploying the Valuing Healthy Minds Program, a mental health and wellness initiative that was awarded Excellence Canada’s Award of Excellence Healthy Workplace Award. Delta has since been awarded Canada’s Avon/Hewitt 50 Best Companies to Work For in Canada consistently over the past fourteen years.  Delta has also been awarded the Tourism Industry Association of Canada/ CTHRC Excellence in Human Resources Development Award. 

A sought- after speaker and award winning educator, Mr. Pallett has been a frequent guest speaker at the Canadian Retail Council. Conference Board of Canada, the Ontario Hotel Motel Association and the Ontario and British Columbia Hotel Controllers Association, as well as industry groups throughout Canada and the Unites States. 

Mr Pallett is currently a board member with the Conference Board of Canada, Excellence Canada and Kinark (Ontario’s largest agency dealing with youth and mental health) and serves as Co-Chair of the Canadian Tourism Human Resources Council and on the Advisory board for two universities.

JOSE BANSIL

Jose Bansil was most recently the Director of Earning and Development for Delta Hotels and Resorts, where he championed learning as a vital engine in enabling individuals and teams to maximize their contributions to the business. He led all learning and development components of the organization’s key strategic and change initiatives, using his experience and expertise in learning needs analysis, program design and development, program delivery and facilitation, learning and reinforcement and evaluation and in measuring learning return-on-investment. During his tenure, he also gained robust experience in eLearning development, management systems and supply management.

Mr. Bansil has 25 years of learning and development experience from various industries, including hospitality, aviation, real estate and property management. He has the ability to take a micro and macro perspective of a situation and has the unique capacity of combining strong analytical skills and a passion for metrics with creativity and innovation. A Master facilitator, he believes that successful companies have employee who are advocates of their brand and that learning is the main internal marketing machine for this brand.

A Bachelor of Science in Education majoring in Math and Physics, Mr. Bansil has certificates in human resource development and strategic leadership for the hospitality professional.

William Pallett
José.Bansil
Larry Côté

LARRY COTE

CEO, Lean Advisors

Tuesday September 26, 2017

Atelier C & D, Canadian War Museum

Lean Clinic
1:30 PM - 2:30 PM

Summary

Conference participants who are interested in attending this session are asked to submit their challenges with Lean improvement activities - a statement of the challenge, the current situation and any background information. Participants will have a chance to discuss these challenges and possible solutions with their peers in a facilitated session.

Profile

Larry Côté started Lean with Magna International and was tasked with the challenge of building a facility to provide just-in-time seats to General Motors. The common concepts being used back then were CI, JIT, Quality Circles, TQM…. with the most important being Deming. He also shared these practices with Canada Post Corporation. Working with James Womack, they promoted and transformed the thinking at Canada Post. He continued his work with Womack as COO assisting in the startup of the Lean Enterprise Institute in Boston and then transitioned to teaching about Lean to assist working professionals with adapting and applying it. He returned to Canada to start Lean Advisors Inc. and has been working with organizations throughout North America for the past 15+ years.

CRAIG SZELESTOWSKI

Lean Agility Inc.

Tuesday September 26, 2017

Atelier C & D, Canadian War Museum

Lean for Non-Transactional Work
How does Lean apply to low volume, specialized project-based knowledge work?
3:00 PM - 4:00 PM

Summary

Ever wonder why the vast majority of Lean successes have been in high-volume, transactional processes such as mass production manufacturing, and mass-processing of claims, applications or orders?   Lean manufacturing thinking applies almost directly to Algorithmic work, relying on a set of well-established business rules to create flow and effectiveness.  But not all work is Algorithmic.

Every organization uses mission-critical low-volume, customized information products such as business cases, plans, policies, reports, briefing notes, and external communications where the subject matter varies widely, volumes are low and ambiguity is high.  Lean has had much less visible success in these areas. These types of Heuristic processes rarely have clear, well-established business rules, and applying traditional Lean manufacturing thinking to them rarely leads to success, and sometimes alienates the people working in them.

In this presentation, learn how to apply Lean thinking to these types of work to improve long and wasteful approval processes, reduce lead times by 80%, free up capacity and improve effectiveness of these information products, and as a by-product, engage knowledge workers and executives in Lean.

Profile

Craig Szelestowski is a Lean government and transformation specialist with close to two decades of experience implementing dramatic turnarounds in Canadian government. He started Lean Agility Inc. in 2010 to apply Lean exclusively to government organizations. With his coaching, his clients have reduced lead times by up to 80%, increased capacity by up to 200% and created outstanding levels of employee engagement.

In his public service career, as Vice President of Human Resources, Lean and Quality, he lead the Royal Canadian Mint’s Lean transformation which helped move the organization through a challenging era of cutbacks and job losses into an extended period of financial and organizational health and stability. During his tenure, the Mint realized tens of millions of dollars of Lean improvements, dramatically reduced the time and effort to deliver its products and services, moving from a financial loss, to a profit of over $68 million. In terms of employee engagement, it improved from 100 grievances per year to 20 per year and was named by Maclean’s magazine as one of “Canada’s Top 100 Employers” from 2007 to 2010.

Craig has led the development of Lean Agility’s training curriculum including: White, Yellow, Green and Black Belt Certification, Lean Document Creation and Approval, Results – Not Resistance, Lean Management Systems and Lean Strategic Planning and Deployment. He is widely regarded as one of Canada’s foremost experts on the application of Lean to both knowledge/project based work as well as to more transactional work such as permits and applications.

Craig has served multiple times as a part-time professor at the Telfer School of Business at the University of Ottawa. He is currently the co-designer and instructor of Telfer’s White and Yellow Belt Lean Service programs, Lean Leadership program and also teaches Lean to Telfer’s MBA students.

Craig offers his services in both of Canada’s official languages.

Craig Szelestowski
Barret Craner

BARRET CRANER

ASQ Fellow

Tuesday September 26, 2017

Atelier B, Canadian War Museum

Reconciling Risk Management and Lean in the Biomedical Industry
8:00 AM - 9:00 AM

Summary

Risk assessment in production materials/consumables used in biomedical devices and how both Lean and risk management methodologies come together to ensure risk is reduced, compliance is assured, while also using sustainable lean/TPS principles.

Profile

Barret Craner was Vice President, QA/RA for Stellartech Research Corporation, and is now an active consultant to the Medical Device Industry. He was Past Chair of the ASQ Biomedical Division, and thrice Chair of the ASQ Biomedical Division’s Northern California Discussion Group. He is in his tenth year teaching Risk Management at two universities and for ASQ. Barry has forty years of experience in the management of scientists and engineers in applications in medicine, aerospace, Internet technologies, and medical devices.

He has written several design control systems for companies and has consulted in areas of reliability engineering, risk management, design control, and, quality system development, and has audited many medical device companies from first, second and third party perspectives. His advanced degrees are in Cardiac Physiology, Business Management with a Computer Information Systems emphasis, and he has the equivalent of an electrical engineering minor. Barry is certified in Quality Engineering, Reliability Engineering, and both Quality Auditing and Biomedical Auditing by ASQ, and was on the founding team to create the Body of Knowledge and examination questions for the ASQ CQA-Biomedical Auditor certification program.

Barry was awarded the Simon Collier Quality Award by Los Angeles ASQ Section, and on the MDDI list of "100 Notable People in the Medical Device Industry".  He was also awarded the Marvin Rosenbaum Distinguished Service Award by the ASQ Biomedical Division, and the Stanley Marash Scholarship by the ASQ Biomedical Division. He delivered a paper on Risk Management at the 18th Annual Israel Quality Conference in Tel Aviv, Israel.  In 2015, the Barrett C. Craner Scholarship was founded by ASQ Biomed for young QA practitioners. Shortly thereafter, Barry was invited to write the Body of Knowledge of the Risk Management section of the ASQ Certified Quality Engineering Exam Review Course. Barry has delivered numerous papers and presentations over his career on topics such as calibration systems, management auditing, software quality assurance, risk management, managing contract design, and issues in virtual/startup companies.

For the past 10 years, he also has taught classes in Risk Management, Design Control, and Auditing for the Silicon Valley ASQ Section. Barry is an ASQ Fellow, past chair of the San Diego Section of ASQ, past Deputy Regional Director for the Southern California ASQ Region. He is also Professor (adjunct) for the California State University for the past 10 years teaching a graduate course on Risk Management on the Internet and on-site to a cohort of 29 aerospace engineers at Raytheon as part of their graduate MSQA program. Barry continues to teach in the UC Extension graduate certification program for Medical Devices, Biotechnology, and Regulatory Affairs.

SHAMIR DOSHI

Epocal Inc.

Tuesday September 26, 2017

Atelier B, Canadian War Museum

Reconciling Risk Management and Lean in the Biomedical Industry
9:30 AM - 10:30 AM

Summary

Risk assessment in production materials/consumables used in biomedical devices and how both Lean and risk management methodologies come together to ensure risk is reduced, compliance is assured, while also using sustainable lean/TPS principles.

Profile

Shamir Doshi is a Lean Engineer with 15 years' experience in manufacturing of high tech products in biomedical, military and telecommunications. He is ASQ certified Six Sigma Black Belt and registered as a Professional Engineer in the province of Ontario.  Shamir recently presented at the ASQ Ottawa Chapter on "Team Facilitation in High Tech Manufacturing: Consensus is a Force Multiplier". Shamir has spoken on the subject of biomaterial modeling and computer aided simulation of artificial heart materials at the American Society of Materials in Boston, Massachusetts, and the European Conference for Constitutive Modeling of Rubbers in Paris, France.

Shamir Doshi
Chaitanya Baliga

CHAITANYA BALIGA

Director, Quality Assurance at SCI Group Inc., Mississauga, Ontario - a Logistics and Transportation Company

Tuesday September 26, 2017

Atelier B, Canadian War Museum

Business Excellence Through Integrated Quality Management Systems in Healthcare
11:00 AM - 12:00 PM

Summary

The evolution of quality management standards since the industrial revolution has brought advancements to products, services, processes, operational and organizational excellence, and risk aversion. Quality management systems have played an important role in the industry to improve efficiency, and increase effectiveness.

Management and leadership have become the critical ingredient in implementing the quality standards in addition to regulatory and customer requirements. In the recent years, various management standards have emerged to address the quality control needs of healthcare segments involving food, natural health products, cosmetics, medical devices, and pharmaceuticals. Moreover, as healthcare companies are now outsourcing over 50% of their operations to third party suppliers, it is vital to ensure business continuity and regulatory compliance across all business areas (information security, distribution, logistics, and transportation).

This presentation attempts to show how growing regulatory requirements can be managed by integrating quality management systems with business processes. As a result, business risks are alleviated and consumers get safe products and services.

Profile

Dr. Chaitanya Baliga is the director of quality assurance at SCI www.sci.ca, an end-to-end supply chain solution partner dedicated to improving clients’ business results and delivering better outcomes. With over 20 years of experience in quality management systems, regulatory compliance, material science engineering, and supplier evaluation. Dr. Baliga has been globally recognized as a quality assurance expert in numerous industries, such as medical device, toy, nutrition supplements, personal care products, manufacturing, automotive, and pharmaceutical.

Dr. Baliga is currently a senior member of ASQ and an active member of ASQ Toronto section 402. Dr. Baliga serves as the special projects chair and deputy regional director for ASQ Hamilton section 400. His certifications include a CSSGB, CQA, and CQM/OE. In addition to this, he is a Canadian representative for medical devices on the ISO Committee (TC210).

Dr. Baliga has presented at various ASQ forums on topics such as supplier management, change management, medical device, pharmaceutical regulations, lean-six sigma, audits, and risk management. He has also conducted workshops on communication and leadership skills for youth and professionals.

MARG LATHAM, PENG

Association of Professional Engineers and Geoscientists

Tuesday September 26, 2017

Atelier B, Canadian War

Organizational Quality Management from Innovative Idea to National Success
1:30 PM - 2:30 PM

Summary

The Organizational Quality Management Program or OQM Program, as it is now known, is an innovative approach to improve quality in engineering and geoscience developed by the Association of Professional Engineers and Geoscientists of BC (APEGBC). The APEGBC OQM Program is unique in Canada. It engages organizations voluntarily in the improvement of professional practice quality.

The Program includes a certification that is becoming recognized and used to assess engineering and geoscience organizations in the marketplace. Since its inception in late 2012, it has attracted over 400 private and public organizations in various sectors, ranging in size from sole-proprietors to multi-national companies with over 200 achieving certification to date. Those choosing to implement the OQM Program view it as a simple and effective means to address professional practice quality management within their organizations. It provides the ‘meat’ around what professional practice quality management looks like. The OQM Program’s success and impact has attracted the attention of Engineers Canada and other provincial regulators so much so that efforts are underway to establish it across Canada.

Marg’s presentation will tell the story of the OQM Program to answer:

  • Why was it developed?
  • What led to its success?
  • How it is being sustained?
  • What it has achieved?
  • What lies ahead?

It is a story about the OQM Program, an innovation that began in BC and has the potential to extend nation-wide.

Profile

Marg Latham is a professional engineer, certified management consultant and a certified QMS and EMS auditor with a passion for leading people and change. She is President of Aqua Libra Consulting Ltd., a management consulting firm. Since starting her business in 2010, she has helped clients in the public and private sectors improve professional practice, quality management and project delivery. Earlier in her career, Marg was a vice president with consulting engineering firms, UMA and AECOM. Her national mandate included successfully delivering programs in knowledge management, quality management, ISO 9001, project delivery, CADD automation, corporate learning, and health and safety. Prior to that, she managed institutional, residential and infrastructure projects in Toronto, Winnipeg and Vancouver. Marg graduated in civil engineering and is currently Vice Chair on the board of the Canadian Centre for Women in Science, Engineering, Trades and Technology and actively volunteers her time to encourage and increase the number of women in SETT careers.

Marg has acted as consultant for the Association of Professional Engineers and Geoscientists of BC on their Organizational Quality Management (OQM) Program since 2011. She was instrumental in developing and implementing the APEGBC OQM Program and OQM Certification.  As APEGBC’s consultant, she has assessed more than 100 applicant organizations ranging from sole practitioners to multinational organizations and assisted them in becoming OQM-certified. The OQM Program has generated interest from Engineers Canada and other provincial regulators.  Marg will be speaking about the OQM Program and what went into its success at the ASQ Canada Conference.

Marg.Lathum
Lionel Drouin
partners

LIONEL DROUIN

Founder and Principal Recruiter LDC Solutions

DEBORAH GREEN

Diversity Specialist, LDC Solutions - Talent Search

Tuesday September 26, 2017

Atelier B, Canadian War Museum

Aboriginal Human Resources: Inclusion from an Inclusive Perspective
3:00 PM - 4:00 PM

Summary

Before we see the different faces and perspectives that make the teams of any organization, we should see that, before anything else, we are all human first. The different belief systems and value systems of the people of the earth are what bring forth its rich different perspectives and approaches to life.

To many, Inclusion is merely about having the right number of diverse members that is reflective of the local community. The approach is template based providing as many barriers as solutions.

Indigenous communities are numerous across Canada. Their connection to the land they live on, the people of their community and, spiritual practices they follow provide for a completely different set of values and beliefs that present challenges to utilizing a template based approach to inclusion.

By opening the scope of discussion and truly thinking outside the box, there are new solutions to Inclusion that embrace the local culture, its beliefs and value systems and, practices to improve relations in the organization and the communities that they are located in. The immediate benefits include greater ease of recruiting and retaining talent, reducing cost associated to the hiring process. It offers the ability to engage and involve the community in a mutual success. Intermediate and long term benefits will be to improve relations and corporate social accountability within the communities, nationally, and even globally providing for better branding and access to markets.

Profile

LIONEL DROUIN

lionel@ldcsolutions.ca

After many years working as a Quality Professional in Automotive and Aerospace Industry Lionel leveraged that knowledge and began a new career path when he started LDC Solutions

Lionel is a member of the Red Sky Metis in Thunder Bay, and proud member of the Canadian Council of Aboriginal Business.  He is Founder and Principal Recruiter for LDC Solutions, an Indigenous owned business that provides service to all industry and works to become an extension of the HR Department and ultimately offering solutions to recruiting and inclusion.

The LDC team is comprised of specialists from the Industries and fields they serve which provides for a better understanding of required solutions to organizational needs.

DEBORAH GREEN

Deborah Green is a Diversity Specialist instrumental in increasing workforce diversity representation by 4% in a 5-year period and a key member enabling inclusion and corporate diversity strategies. She has broad experience in employment and human resources relevant to recruitment, client engagement, and diversity. Deborah excels at sourcing and hiring talent for all industries, including commercial and technical positions, She is Cree from Saskatchewan and has a passion for diversity and inclusion in the workplace. Her goal is to continue adding value by utilizing her experience and networks to better recruitment, social investment, and education.

MARY-LOU MACDONALD

Tuesday September 26, 2017

Panorama Room, Canadian Museum of History

The Business Case for Health & Wellness in the Workplace
8:00 AM - 9:00 AM

Summary

A healthy workplace and the pre-requisite programs to support it were once considered a nice to do but not anymore. For any business or organization to remain competitive and sustainable, attract and retain valued employees and in particular, manage the growing cost of employee health, absenteeism and disability-an effective management system is a need to do. A healthy workplace environment will translate the good health, full skills and motivation of employees into a culture of performance and productivity excellence.
This session will provide participants with an understanding of the essential elements of a healthy workplace and culture and the business case to support it. Specific focus will include an introduction to some well known Canadian models including the CSA National Standard for Psychological Safety in the Workplace.
Participants will also have an opportunity to test their own personal and organizational health knowledge and come away inspired to learn more about what role they can play in their own organization.

Profile

Mary-Lou MacDonald has been lucky enough to follow her passion and work in the field of health and wellness throughout her entire career as an educator, practitioner, researcher, consultant and speaker. As a pioneer in the field of organizational health in Canada, Mary-Lou has spearheaded many ground-breaking projects that have paved the way for other colleagues in this community to understand, influence and adopt a healthy workplace culture and business strategy.
In 2005 she founded Inside Health and Business Consulting, where she works with clients in both the public and private sectors, focusing on organizational health planning; building programs that support business excellence and maximize employee well-being, engagement and productivity. She often finds herself working from the inside out of organizations to continue to understand the challenges and look for new and innovative solutions to healthy and sustainable business. Mary-Lou most recently served as the Director of Workplace Health, Wellness and Safety Research at the Conference Board of Canada where she established the first ever benchmarking report on organizational health in Canada. Other career highlights include being the founding CEO of the Nova Scotia Health and community Services Safety Association and Executive Director Atlantic,for Excellence Canada.

On a personal note, Mary-Lou says she is an optimistic and curious professional who believes it is important to leaves things better than she found them. She prioritizes her own well-being by balancing work and play and always looking for opportunities to integrate both. A great red wine is also appreciated.
Mary Lou MAcDonald
Zillay Nawab

ZILLAY A. NAWAB

Chair Standards Council of Canada ISO Mirror Committee

Tuesday September 26, 2017

Panorama Room, Canadian Museum of History

Benchmarking in Canada
9:30 AM - 10:30 AM

Summary

In his presentation on Benchmarking in Canada, Zillay will review a recent poll conducted by Deloitte in September 2016 that found that almost 90% of corporate Canada leaders are risk averse and “lack courage”. This has serious implications for these organizations and for the overall Canadian economy.

He will examine where benchmarking fits in the corporate landscape and its linkages to risk, innovation and economic growth. He will review both the reactive and proactive benchmarking scenarios and propose a workable path forward with the aim of increasing Canadian national and international organizational competitiveness.   

Key objectives and learning points of this presentation include:

  • To assess the current benchmarking state of affairs in Canada
  • To learn about Canada’s role in developing international benchmarking standards
  • To understand the challenges faced by Canadian organizations
  • To examine a sampling of Canadian benchmarking projects
  • To chart a sustainable course for the future of benchmarking in Canada

Profile

Zillay A. Nawab is a management consulting professional with extensive experience in multiple business segments, both in the public and private sectors. He is an expert in managing complex transformation programs, with an effective blend of leadership, facilitation and collaboration. Zillay’s consulting expertise is in benchmarking, strategy, organization performance management and international standards development.

The Standards Council of Canada has appointed Zillay as the Chair of ISO mirror committee and a member of several other committees. He formulates the Canadian viewpoint and works alongside national and international experts in developing global standards which will have a positive and sustainable impact on humanity.

Zillay was accorded Chartered Business Strategy Facilitator accreditation by Canadian Business Strategy Association. He is a professional engineer, balanced scorecard practitioner and ISO Lead Auditor. His interventions deliver measurable cost savings, enhanced stakeholder satisfaction, waste reduction, risk mitigation and strategic alignment. He has the depth of experience to delve in and dissect business challenges and deliver practical solutions, based upon international best practices and does this work through his business as Principal of Hashtag Consulting Solutions.

SUSAN D'SOUZA

Senior National Manager, Quality, Sustainability & Regulatory at Staples Business Advantage

Tuesday September 26, 2017

Panorama Room, Canadian Museum of History

Sustainability: A Leadership Perspective on Engaging Employees to Drive Sustainable Business
11:00 AM - 12:00 PM

Summary

How can you successfully foster the culture of sustainability within your organization?

This presentation will explore:

  • How to design and implement a Sustainability Plan and why integrating employee engagement as a core component is essential
  • Strategies for measuring ROI for employee engagement efforts
  • What engagement hook employees are looking for and why it is important for companies to look at sustainability as a vehicle to engage employees
  • How to introduce and then integrate sustainability into your organization

Profile

Susan D’Souza is the Senior National Manager, Quality, and Sustainability & Regulatory at Staples Business Advantage. Susan drives the Corporate Social Responsibility initiatives across Canada for Staples Business Advantage with her primary focus on the community and the environment. Her expertise with implementing and managing the corporate registrations for the Quality (ISO 9001) and Environmental (ISO14001) Management Systems help support the corporate business objectives and profitable sales growth. Susan holds a degree in Chemical Engineering from the University of Calgary and has a passion for giving back to both the community and the environment.

Susan has been interviewed by the Globe and Mail for their efforts and progress ingraining sustainability into the culture at the company. Her strong dedication in making an impact in the Corporate Social Responsibility field has resulted in the company receiving several national awards in Community and Volunteer Leadership and Excellence in Corporate Responsibility. She also has written articles published in the Environmental Leaders Annual Report.

Susan D’Souza
Jean -Marc Legentil
Mireille.Fortier

JEAN-MARC LEGENTIL

Gestion des operations, HEC Montréal

MIREILLE FORTIER, BAA

Marketing, MBA, HEC Montréal

Tuesday September 26, 2017

Panorama Room, Canadian Museum of History

Kinno 360tm: A Process to Release Profitable Genius and Create Product and Service Ideas
1:30 PM - 2:30 PM

Summary

Increased competition from developing countries that reduce competitive advantage is a particular factor in our corporate landscape.  The solution is to develop high value-added products and services or innovative processes. To get there, a global and tightly integrated enterprise approach is a requirement.  Innovation has to be promoted, controlled and developed in conjunction with Marketing and linked with client expectations.

This presentation will introduce participants to the different concepts linked to innovation and to concrete practices that can involve the organization as a whole: 

  • Innovation - the meta innovation process, the planned objectives, the need to continually innovate products and services
  • Kino 360, an intensive method to create totally revolutionary ideas, that includes preparation and data collection to generate phenomenal ideas and business planning to bring selected ideas to life and to bridge Marketing and R &D - understanding and using a common vocabulary for innovation management throughout the organization, understanding the importance of innovation and the six steps of Kinno 360tm

Profile

JEAN-MARC LEGENTIL

Mr. Legentil is a cconsultant, speaker and trainer with 30 years of business experience in management operations, continuous improvement and organizational transformation. . He has served as a consultant with high tech, traditional and public sector businesses that have met the challenge of innovation. Although involved with large enterprises, Mr. Legentil is also very familiar with the challenges of small family-run businesses.

MIREILLE FORTIER, BAA

Mme Fortier is a consultant and accredited marketing traîner at small and large enterprises for close to twenty years. She specializes in strategic analysis, market research and the development of workshops. Recognized for her strong analytical capacity, she quickly understands the important issues at play in the marketplace.

RON HIGGINS

Mayor, North Frontenac Township

Tuesday September 26, 2017

Panorama Room, Canadian Museum of History

Sustainable Community Development – A Teamwork Approach
3:00 PM - 4:00 PM

Summary

In order to ensure that rural municipalities are sustainable it is imperative that rural communities work together as a team to ensure success. Trying to address issues at upper government levels does not always work when one small municipality raises a concern.

This panel discussion will share how fourteen municipalities, from five Counties, joined forces to address key issues that had a huge negative effect on trying to address community development. It will explain why and how the team formed and provide examples of how effective the team was at addressing issues that would have been more daunting for a a single municipality.

By using a cross functional teams made up of Members of Provincial Parliament, Rural Ontario Municipalities of Ontario and the Association of Municipalities of Ontario, the team was also to bring in stakeholders that had a vested interest in the issues being addressed and ensure fact based information to finalize reports and action plans. This approach also ensured consistent communication to avoid any misconceptions.

Profile:

Ron Higgins is currently the Mayor for North Frontenac Township and Councillor for Frontenac County. This is Ron’s first term in the political arena and he has brought his knowledge of quality systems and quality management to run an effective Council and Township.

Prior to becoming Mayor Ron was co-owner and President of the WREN Group where he was responsible for implementing quality management systems in high tech start-ups and large business and government organizations. Ron’s has specific expertise is in process management and improvement, strategic planning, team building and performance management.

Ron Higgins
Jeannine Paul

JEANNINE PAUL

Consultant for Battlefords Tribal Council

Tuesday September 26, 2017

Douglas Cardinal Room, Canadian Museum of History

Quality Practice to Address Environmental and Indigenous Issues
8:00 AM - 9:00 AM

Summary

Journeys through greenspace protection, carbon sequestration, renewable energy, and urban design produce a toolbox full of supplies and methods for effecting environmental change. Explore these tools and techniques proven in the environmental field and how they apply to indigenous issues. Finally, assess which key tools marry quality, environment and indigenous issues in ways that simplify, prioritize and engage. This presentation promises no new facts or figures but rather a framework for analyzing and resolving challenges, specifically, how to promote an inclusive and sustainable Canada.

Profile

An award-winning environmentalist and entrepreneur, Teresa Jeannine Paul has a colourful background working for various levels of government, non-profit organizations, and the private sector. Specializing in measurable sustainability, her research and demonstration initiatives address challenges in new ways; once she wrote an unsolicited research proposal to the federal government and came away with a contract from Public Works Canada. Recreational pursuits include homesteading her inner city lot in Saskatoon, renovating her net zero energy home, and experimenting with fun and practical ways to shrink her personal eco-footprint.

JANICK BRUNET

President, Solutions Flexibilis Inc.

Tuesday September 26, 2017

Douglas Cardinal Room, Canadian Museum of History

The Client Experience: What is Your Secret?
9:30 AM - 10:30 AM

Summary

What do these companies have in common - UBER, RB&B, Théo Taxi, Facebook, Twitter, Fido, Porter, West Jet, Hilton, Mazda, Hôtel Le Germain, Apple, Wal-Mart, McDonald, Centraide? How can they make their mark in a competitive environment where international agreements upset local markets?

Their secret? They know how to define, apply and integrate the client experience throughout their organizations. They know how to define the client experience at each stage, leaving nothing to chance, and how to define their brand in their day-to-day actions. Are they perfect?  Absolutely not.

How did they do this? What are their secrets? What makes their clients so addicted? How can you do the same in your organization?

During this presentation, Janick will explore the client experience, what defines it and how it can be made operational. She will share a simple method that will be supported by concrete examples.

Profile:

Janick is a Service Strategy Manager with 25 years experience in diverse sectors including banking, restaurant, mobile cellular, contact centres, lottery ticket printing, finance and insurance.  She is a leader with formal training as a professional coach who works in partnership to help organizations and employees develop a client-centred culture. She has managed a number of continuous improvement initiatives, the introduction of quality tools and the implementation of ISO 9001:1994 and Kaizen and Lean Sigma methodologies. Janick is a Certified Manager Quality / Organizational Excellence (CMQ/OE) and a licensed trainer in the province of Québec. In addition to an active presence at home, she has accomplished several mandates in the US and France. Other areas of expertise include assessments of organizational effectiveness, change management, training and business continuity management.

Janick is also been active in the promotion of quality as the Head Evaluator and expert for the Quebec Quality Grands Prix and as a member of ASQ Montreal 404 Francophone Section, where she is currently Vice Chair and Treasurer. She is a trainer at ASQ Montreal for the CMQ/OE preparation course and was the Chief Instructor for the HEC.

Janick Brunet
Zillay Nawab

ZILLAY A. NAWAB

Chair Standards Council of Canada ISO Mirror Committee

Tuesday September 26, 2017

Douglas Cardinal Room, Canadian Museum of History

Integrating Business Excellence Frameworks and ISO Management System Standards
11:00 AM - 12:00 PM

Summary

In his presentation, Integrating Business Excellence Frameworks and ISO Management System Standards, Zillay will discuss how organizations implementing single or multiple ISO management system standards and simultaneously the Business Excellence Framework are faced with the major challenge of lack of alignment. This disconnect stems from the fact that the ISO management system standards implementation responsibility typically rests at functional level, whereas Business Excellence framework implementation responsibility resides at the executive / senior corporate level, leading to turf protection and silo mentality.  

His presentation will examine the current organizational practices and the need for greater integration and alignment between ISO management system standards and Business Excellence frameworks, with the following key objectives and learning points:

  • To trace the evolution of business excellence frameworks (BEF) and criterion thereof
  • To understand the ISO management system standards (MSS) high level structure
  • To examine prevalent organizational scenarios associated with implementing BEF and MSS
  • To review challenges and their impacts on growth, stakeholder satisfaction and productivity

To chart an integrated future course for effective implementation.

Profile

Zillay A. Nawab is a management consulting professional with extensive experience in multiple business segments, both in the public and private sectors. He is an expert in managing complex transformation programs, with an effective blend of leadership, facilitation and collaboration. Zillay’s consulting expertise is in benchmarking, strategy, organization performance management and international standards development.

The Standards Council of Canada has appointed Zillay as the Chair of ISO mirror committee and a member of several other committees. He formulates the Canadian viewpoint and works alongside national and international experts in developing global standards which will have a positive and sustainable impact on humanity.

Zillay was accorded Chartered Business Strategy Facilitator accreditation by Canadian Business Strategy Association. He is a professional engineer, balanced scorecard practitioner and ISO Lead Auditor. His interventions deliver measurable cost savings, enhanced stakeholder satisfaction, waste reduction, risk mitigation and strategic alignment. He has the depth of experience to delve in and dissect business challenges and deliver practical solutions, based upon international best practices and does this work through his business as Principal of Hashtag Consulting Solutions.

MICHAEL BOURNAZIAN

Quality Assurance Technical Specialist and Certified Lead Auditor for ISO 9001 and 14001

Tuesday September 26, 2017

Douglas Cardinal Room, Canadian Museum of History

Supplier Satisfaction.. An Oxymoron?
1:30 PM - 2:30 PM

Summary

Is supplier satisfaction an oxymoron? Is it important? Is it necessary when we see so much about that "other type" of satisfaction glaring back at us from our Quality standards, manuals and procedures?
In this fun, interactive session, the speaker will make the argument that a satisfied supplier is important for the overall good of the supply chain. The lecture itself will be given in the Japanese Pecha Kucha presentation style. For more information, visit the
The session will be divided into 3 sections:
  1. A brief explanation and history of the Pecha Kucha presentation format.
  2. The Pecha Kucha presentation on Supplier Satisfaction.
  3. A workshop during which participants will be asked to discuss and brainstorm methods on how to best deal with supply chain issues with suppliers during difficult situations and how to improve supplier satisfaction.

Profile

Michael Bournazian is a professional member of the Order of Quebec Engineers, and received his Bachelors degree in Metallurgical Engineering from McGill University in 1993. Although he started his career in the metallurgical field, Michael found his way into Quality Management in 1998, where he has been ever since. He has worked in the Aerospace, Automotive and Energy sectors. He is a certified ISO 9001 and ISO 14001 Lead Auditor, as well as a certified Six Sigma Green Belt. He was a Principal Auditor with Rolls-Royce Canada (Energy business) from 2007 until 2013, and a member of the HS&E Committee from 2011 until 2013. He is now working in the Aerospace sector with Heroux Devtek Inc., as a Quality Assurance Technical Specialist.
Michael Bournazian
Dr. David Tozer

DR. DAVID TOZER

Software Developer & Quality Manager

Tuesday September 26, 2017

Douglas Cardinal Room, Canadian Museum of History

Certification for Students and Young Professionals
3:00 PM - 4:00 PM

Summary

ASQ certifications can help you open career doors and find doors you didn't know existed. People with ASQ credentials don't just improve their companies' bottom lines; they build careers. But what certifications are available and what are the best strategies to get certified?  This presentation especially for students and young professionals will help you to navigate the certification process.

Profile

Dr. David Tozer  has more than 35 years experience in the quality field. He is an experienced software developer and quality manager. A long-term member of the aSQ Montreal Section, he has offered this presentation to many students and young professionals over the years, helping them to achieve and use their certifications.