Thanks to Our Sponsors Photo by José Diaz 6th Annual Canadian Quality Congress Winnipeg, Manitoba September 29-30, 2014 University of Manitoba Fort Garry Campus Quality Improvement as Key to Business Excellence A Message From The Premier On behalf of the Province and people of Manitoba, I am delighted to welcome you to Winnipeg for the 6th annual Canadian Quality Congress. Canada’s quality assurance community is at the forefront of their field and continues to improve organizational performance through state-of-the-art research in areas such as Lean Management, Six Sigma, ISO, and Total Quality Management. This year’s congress brings together delegates from around the world and across industry, academia, and government to share their passion for this growing field. The diverse and accomplished collection of speakers is sure to inspire, and I encourage all delegates to take advantage of the incredible educational opportunities being offered. I would like to take this opportunity to thank the Canadian Society for Quality for hosting this event. You are building an ever-growing network of quality assurance professionals whose tireless pursuit of performance excellence is shaping the future of Canadian organizations and society. I wish you all an informative and enriching conference. Greg Selinger Greetings from Mayor Sam Katz On behalf of the City of Winnipeg, it is my pleasure to welcome everyone attending the 6th Canadian Quality Congress hosted by the Canadian Society for Quality. This conference offers opportunities for learning and discussion with practitioners and organizations, and I would encourage everyone attending to take advantage of the opportunities this event offers. Winnipeg is proud to serve as host for this conference, and I hope you will enjoy our warm hospitality and welcoming spirit. I believe you will see that Winnipeg is a multi-cultural community with a variety of events and experiences to suit any preference, any season of the year. On behalf of the citizens of Winnipeg and my esteemed colleagues on City Council, I would like to extend best wishes for a successful conference. Warm regards, Sam Katz MAYOR Welcome to Winnipeg, Manitoba, Canada Dear Friends, It is a great pleasure to welcome everyone attending the 6th Canadian Quality Congress in Canada’s “heart beat city” of Winnipeg, in the Province of Manitoba. We are proud and honored to have amongst us world-class keynote speakers, delegates and paper presenters who have travelled far and wide from around the world and from many Canadians cities, coast to coast, and making up this gathering a truly international event. You will hear many excellent keynote speakers at this congress and get fresh perspective from them on a number of latest topics in the field of total quality management. The discussions I am sure will be on ground-breaking ideas that you can take home and get inspired to think positive for the task ahead in satisfying your customers. Enjoy your visit to the great city of Winnipeg. With a new hall mark structure erected in the city, which has made the Winnipeg now world famous, in the Canadian Museum of Human Rights, (nick-named, Pyramid of the West) you will find Winnipeg more than a prairie city. On behalf of all my executive committees and board members of the Canadian Society for Quality, it is a great pleasure and distinct honour to welcome you. We are very grateful to you, to all of our sponsors, our staff and volunteers and we look forward to your continued support in the future. Welcome to Winnipeg. Enjoy your visit! Cordially, Dr. Madhav Sinha President Canadian Society for Quality I am pleased to welcome international leaders in healthcare, business, academia and government to the University of Manitoba for the Sixth Canadian Quality Congress. The theme of this year’s congress, “Quality Improvement as key to Business Excellence,” promises a meaningful dialogue around issues that influence the work of our faculty and students, and that have an impact on our city and province. Delegates from more than 15 countries will participate in conversations about the latest developments in modern management techniques, healthcare delivery strategies, and ways to improve our education systems. Thank you to the Canadian Society for Quality for choosing to host this congress at the University of Manitoba. I applaud your efforts to ensure these complex and compelling conversations are accessible to the broader community. Best wishes for what promises to be a meaningful and enriching event. Dr. David T. Barnard President And Vice-Chancellor University Of Manitoba Keynote and Speech Topics Sister Mary Jean Ryan, Chair of the Board, SSM Healthcare, St. Louis, MO; and International Academy for Quality Title : Fix the System, not the people: Quality and Innovation in Healthcare Abstract : Leadership is not about titles or executive benefits; rather it is about the human spirit, it is about ‘Heart’. Unless you can admit that your organization is not as good as it could, or should be, your ability to transform your organization will be lost. Nothing (about improvement) happens overnight; rather it is persistent and focused attention to process improvement that will yield results. Susan Muenter, Director of Human Resources, Pewaukee School District, Milwaukee, Wisconsin Title : Achieving Excellence in Education Abstract : Story of how one school district used America’s Baldrige Quality Program and Criteria to become one of the best schools in America and what we can all do to improve our education system. Clifford Norman, Consultant on Leadership and Improvement, A best-selling author; Profound Knowledge Products Inc, Austin, Texas Topic: Profound Knowledge and Healthcare Leadership Abstract : The role of leaders in using strategic intelligence, profound knowledge and Deming’s theory of management is more important than ever in the fast changing global arena. Arthur Daniels, A Canadian Leader in Public Sector Reform and Management Consultant, Toronto, Ontario, Canada Title : Putting Citizens First: Achieving Customer Focus and Lean Government Abstract : Art’s presentation will use many examples of his extensive public service experiences to examine many elements that go into creating a citizen-centered public service for enduring lasting public trust. Dr. Mikel Harry, Co-creator of Six Sigma, A best-selling author and Founder and Chair of the Board, Six Sigma Management Institute, Scottsdale, Arizona Title : Value Creation Using Six Sigma Abstract : Senior executives must understand the nature of Six Sigma and activities that are de- signed to provide quantum change in the organization; not just for financial performance but for a long term value creation. 6th Canadian Quality Congress University of Manitoba, Winnipeg, MB; Canada TECHNICAL PROGRAM Monday, September 29th & Tuesday, September 30th, 2014 Monday, September 29, 2014 7:00 AM-5:00PM Registration opens [University Center, Second Floor Alcove] 7:00AM-8:00AM Continental Breakfast [204 Marshall McLuhan Hall] 8:00 AM – 8:30 AM Master of Ceremonies, Welcome remarks from Chair of Canadian Quality Congress, Chair of Technical 210 Killarney Program Committee, Invited guests and dignitaries. Monday Morning, September 29th, 2014, Opening Keynote Speech by Sister Mary Jean Ryan, Chair of the Board, SSM Healthcare, St. Louis, MO; and International Academy for Quality Title : Fix the System, not the people: Quality and Innovation in Healthcare 8:30 AM-9:30AM Abstract : Leadership is not about titles or executive benefits; rather it is about the human spirit, it is about ‘Heart’. Unless you can admit that your organization is not as good as it could, or should be, your ability to transform your organization will be lost. Nothing (about improvement) happens overnight; rather it is persistent and focused attention to process improvement that will yield results. CEOs Discussion Panel – Quality and Innovation in Healthcare 9:30 AM – 10:15 AM 210 Killarney Moderators: Dr. Jerry Gray, Dean Emeritus, Asper School of Business, University of Manitoba and Chair of the Board, Winnipeg Regional Health Authority; and Dr. Madhav Sinha, President, Canadian Society for Quality, Chair, 6th Canadian Quality Congress When healthcare spending is doubling every ten years or so for the North American citizens and when there are no shortages of horror stories from hospitals, quality management in health care remains the one and only hot topic at the front page of current political debate. If there are no solid plans in foresight to increase efficiency, patient satisfaction and decrease costs, how long can this situation go on? Where do we turn for help? Is the task doable? Join us for this debate and discussions in the next frontier of quality revolution in healthcare field. 10:15 AM – 10:40 AM 204 Marshall Coffee Break [204 Marshall McLuhan Hall] McLuhan Hall Concurrent session moderators: C. Jane Norman, President, Profound Knowledge Products Inc; Texas; Dr. Eric Bohm, MD, Winnipeg Regional Health Authority and University of Manitoba, Winnipeg, Canada; Les Anderson, Vice President, Business Development, DMS Industrial Construction, Winnipeg, Canada M01-European Foundation of Quality Management: A Three-Dimensional Approach to Designing Measures - Seyed Amir Bolboli, Postgraduate Student, Faculty of Architecture, Civil Engineering, 10:40 AM–11:20PM University of Wuppertal, Germany and Markus Reiche, Founding President, Quality Experts Consulting, Nuremberg, Germany 210 Killarney, 217 GS Lounge, Marshall M02-Supply Chain