September 7-8, 2017

QualityCongress

University of Toronto, Ontario, Canada

QUALITY AND INNOVATION IN THE 21ST CENTURY:

Challenges and Opportunities

www.CanadianQualityCongress.com

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Presented by

CANADIAN SOCIETYFOR QUALITY

GREETINGS FROM MAYOR City of Toronto

WELCOME TO TORONTO, CANADADear Friends,

It is a great pleasure to welcome everyone to the 9th Canadian Quality Congress hosted this year in Canada’s largest city Toronto, in the Province of Ontario.

We are proud and honoured to have amongst us delegates who have travelled from far and wide and locally from great distances making up the event to become a truly international event with delegates from 20 countries from around the world.

I am sure you will have a great opportunity to learn from many outstanding research papers presented and listening from the world-class keynote speakers.

It is a great pleasure to announce that, just like every year, there will be two special volumes of journals published again this year by the Emerald Publications of UK out of the best papers selected.

The CQC continues to evolve with great zeal and enthusiasm. We are grateful to all of you and look forward to your continued support. Welcome to Toronto; enjoy your visit!

Cordially, Dr. Madhav Sinha, PresidentCanadian Society for Quality

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CALL FOR VOLUNTEERSCanadian Quality Congress

needs volunteers for

l Paper reviewersl Newsletter editorsl Program chairsl Journal editorial baord

membersl Social media expertsl Bloggers

Send your resume to: CSQ@shaw.ca

WELCOME REMARKS FROM:President, University of

Toronto, by the Dean of Medicine, University of Toronto

Dr. Trevor Young, MD

Dr. Anne Snowdon

Anne Snowdon is professor and Academic Chair of the World Health Innovation Network (WIN), and Scientific Director and CEO of SCAN Health, a Networks of Centres of Excellence International Knowledge Translation Platform at the Odette School of Business, University of Windsor, Ontario, Canada

TOPIC: Innovation as a Strategy to Strengthen Quality in Health SystemsDr. Snowdon will explore the key quality challenges that health systems are currently experiencing locally and globally and discuss the current trends in the global health innovation agenda. Challenges and opportunities on how innovation can advance and strengthen quality improvement strategies for global health systems will be discussed.

Dr. Don Berwick, MDDr. Berwick is Founding CEO, Institute for Healthcare Improvement and Former Administrator, Centers for Medicare and Medicaid Services, US Federal Agency that serves over 100 million people in America. Known around the world for his many visionary and famous work in quality improvement initiatives, he is the recipient of many awards including the recognition of “Honorary Knight Commander of the British Empire” given by Her Majesty, Queen Elizabeth II.

TOPIC: Era Three in Healthcare QualityAs health care improvement efforts grow, two major theories of what create excellence compete with each other. One is rooted in the deep history of medicine, relying on professionalism and the dedication of individual clinicians. A second, newer, assume that scrutiny, accountability, and incentives are the keys for change. Neither is up to the task of thorough design and redesign that health care needs. This lecture will explore a “third way” to quality, far more deeply grounded in proper science and evidence.

DISTINGUISHED KEYNOTE SPEAKERS 3

Sister Mary Jean Ryan A Franciscan Sister of Mary (FSM) for over 40 years, she is past President and Chair of the Baord of SSM Health Care (SSMHC), one of the largest Catholic health care systems in the United States that owns and manages 20 acute care hospitals and two nursing homes in four states. Sr Mary Jean is ASQ’s Juran medalist and one of the 25 Most Influential Women in Business and one of the most powerful people in health care in US proclaimed by Modern Healthcare Magazine.

TOPIC: Service Quality in HealthcareService quality is more than a kindly act. She will talk about many ways we serve, both in large and small ways, and how that service can heal in the broadest sense body, mind and spirit. No one can afford to miss this thought provoking and next-frontier talk by some one so qualified!

Gary ColesGary Coles is Senior Vice-President, Group Administration at Industrail Alliance (iA) Financial Group in Toronto, Canada. He is responsible for all strategic and operational aspects of the life and disability claims, health and dental claims, call centre and plan administration teams. Gary is chairman of iA’s Lean Steering Committee and is a member of iA’s Digital Strategy team.

TOPIC: Using Lean Methodology for Success in the Digital WorldGary Coles will be presenting examples of an improvement journey in the operations of the Group Insurance Division of Industrial Alliance Financial Group. The before and the after story will be described in a fascinating manner to show the linking of the results achieved through the use lean methodology and furthermore how it was applied via modern age digital technology and what tangible gains it brought to the clients and the company.

DAY 1

DAY 2

REGISTRATION (Open all day) Continental Breakfast (8:00 am to 8:30 am) Colony West

COFFEE BREAK

► Quantitative Methods to Reduce Waiting times in Hospitals, Michael Carter, Professor of Engineering, University of Toronto, Ontario, Canada

► Integrating Business Excellence and ISO Management Systems, Zillay A. Nawab, President, Hashtag Consulting Solutions Inc; Toronto, Ontario, Canada

► Quality Assessment Methods for New Launch of Products, Naheed Sayeed-Desta and Ajay Pazhayattil, Apotex Inc, Toronto, Ontario, Canada

► Using Design Thinking to Support a Value-based Leadership for Quality-Part I, Kristen Snyder, Professor Quality Management, Ingela Bäckström, Associate Professor Quality Management, and Pernilla Ingelsson, Assistant Professor Quality Management, Mid Sweden University, Sweden.

► Strategic Quality Management and Corporate Social Responsibility, Talal Alsaif, University of Hail, Hail City, Kingdom of Saudi Arabia, Barbara M Savage, Senior Lecturer and Deborah M. Reed, Principal Lecturer, Department of Operations and Systems Management, Portsmouth Business School, University of Portsmouth, Portsmouth, UK.

► A Province-wide Networking for Quality: Success Story from Quebec, Canada, Manon Duclos, Quality Councillor,Quebec Society for Quality (MQQ), Director, Canadian Society for Quality; and and Jean-Claude Savard, Performancenetworks facilitator, MQQ, Regional Vice-President, Canadian Society for Quality, Academician, IAQ

8:30 am - 9:00 amColony Ballroom

9:00 am - 10:00 am

► Why Integration of Continuous Improvement with Lean and Innovation is so Important, Jean-Claude Savard,Président, J. C. Savard Consultants, Montreal, Quebec, Canada

► Business Process Management: Why and How? Scott Armstrong, Interfacing Inc, Montreal, Quebec, Canada► Integration of Quality Tools and Strategies for Lean Operations, Ashish Thomas, Professor, Concordia University of

Edmonton, Alberta, Canada

Thursday, September 7, 2017

Parallel contributory sessions (40 min. each)

Parallel contributory sessions (40 min. each)

1:40 am - 2:20 pmColony EastSt. DavidTerrace

2:20 pm - 3:00 pmColony East St. DavidTerrace

LUNCH BREAK

10:00 am - 10:15 am - Colony Ballroom West

10:45 am - 11:20 amColony EastSt. DavidTerrace

11:20 am –12:00 amColony EastSt. DavidTerrace

Afternoon Keynote Speaker: Gary Coles, Senior Vice President, Administration, Group Insurance, Industrial Alliance, Toronto, Ontario, Canada / Topic: Using Lean Methodology for Success in the Digital World

COFFEE BREAK

► Auditing for Quality in Higher Education, Karen Belfer, Executive Director, Canada Quality Assurance Service,Toronto, Ontario, Canada

► Excellence Models for Complex Management Systems, Rick Edgeman, Professor of Management & Shingo InstituteResearch Director, Management Department, Jon M. Huntsman School of Business, Utah State University, USA.

► Lean Management in Health Care: A Model Development through Inductive Research, Pierre-Luc Fournier, PhD.candidate, HEC Montréal and Marie-Hélène Jobin, Professor, HEC Montréal, Quebec, Canada

► Zero Defect, Zero Effect: India’s Roadmap to Global Competitiveness, Aishvarya Raj and Mohit Singh, QualityCouncil of India, New Delhi, India

► Designing a Path to Quality - Enduring Ways in the Age of Immediacy, Brian Palmquist, President, Quality-by-DesignSoftware Ltd; Vancouver, BC, Canada

► New Wine in Old Bottles: Agile Software Development and ISO 9001, Rick Hill, TL 9000 Program Manager, NQA (National Quality Assurance), Acton, MA, USA

Master of ceremonies Welcome speech by Dr. Madhav Sinha, President, Canadian Society for Quality, Remarks from Invited Guests, Program highlights.

Morning Keynote Speaker - Sister Mary Jean Ryan, Former CEO and Chair of the Board, SSM Health Care, St. Louis, MO, USA.Topic: Service Quality in Healthcare

8:00 am - 5:00 pm - Foyer, 2nd floor

12:00 pm – 1:00 pm - Colony Ballroom West

3:00 pm – 3:30 pm - Colony Ballroom West

4 TECHNICAL PROGRAM

3:30 pm - 4:10 pmColony EastSt. DavidTerrace

COCKTAIL (COLONY BALLROOM WEST) GALA BANQUET, AWARDS & ENTRETEINAMENT (COLONY BALLROOM WEST)

5:00 pm – 5:30 pm5:30 pm - 7:30 pm

CEO Discussion Panel10:15 am - 10:45 am

1:00 pm - 1:40 pmColony Ballroom

REGISTRATION / Open all day

COFFEE BREAK

► What does variation mean in the context of Patient Information? Barbara M Savage, Department of Operations andSystems Management, Portsmouth Business School, University of Portsmouth, UK

► Best Practices and Organizational Success: Challenges in using Surveys and Quantitative Analysis, Dave Scholz, Executive Vice President and Nicolas Petit, Sales Representative, Leger 360, Montreal, Quebec, Canada

► Using Six Sigma to achieve Sustainable Manufacturing, Min Zhang, Project Manager, Axis Lighting, Montreal, Canada and Anjali Awasthi, Associate Professor, Concordia University, Montreal, Quebec, Canada

8:30 am – 9:00 amColony Ballroom9:00 am – 10:00 amColony Ballroom

► Establishing Quality Management Framework: A Case Study from a Canadian Province of Alberta, Dawn S.Hartfield Medical Director, Donna Daniec, Executive Director, Malanie Greenaway, Manager, Janine Cousineau, ExecutiveAssistant and Christine Tamm, Integrated Quality Management Edmonton Zone, Alberta Health Services, University ofAlberta, Alberta Health Services, Edmonton, Alberta, Canada

Friday, September 8, 2017

Parallel contributory sessions (40 min. each)

Parallel contributory sessions (40 min. each)

3:05 pm - 3:45 pmColony East

LUNCH BREAK

10:00 am - 10:15 am - Colony West

10:15 am – 10:55 amColony EastSt. DavidTerrace

10:55 am -11:35 amColony EastSt. DavidTerrace

11:35 am – 12:15 pmColony EastSt. DavidTerrace

Afternoon keynote speaker: Dr. Don Berwick, MD; Founding President, Institute for Healthcare Improvement (IHI), former White House Adviser and Administrator, Center for Medicare and Medicaid Services, a US Federal Agency. Topic: Era Three in Healthcare Quality

1:00 pm - 2:00 pmColony East

COFFEE BREAK

► Linking Strategic Management Accounting and Quality Management Systems, Leonardo Sedevich-Fons, Consultantand researcher in Management Control, Núcleo de Asistencia Profesional, Management Control Department, Villa María,Córdoba, Argentina

► Sustainable Improvement in Schools at Class Level, Jan Myszewski, Professor of Management, Kozminski University,Warshaw, Poland

► Organizational Citizenship Behavior in Relation to Employees’ Retention and Quality, Meera Shanker, SNDTWomen’s University, Mumbai, India

► Quality Assessment Methods for Index of Community Sustainability, Odette Lobato-Calleros, Professor, UniversidadIberoamericana-Ciudad de México, Departamento de Ingenierías. Prolongación Paseo de la Reforma, México, KarlaFabila, PhD Student, Universidad Iberoamericana-Ciudad de México; and Pamela Shaw, Research director, MountArrowsmith Biosphere Region Research Institute. Vancouver Island University, BC, Canada

► Using Lean Tools to Identify Patient Waiting Time, Luciana Lot, Registered Nurse, Liver Transplantation Service, Medical School of University of Campinas, Research Group for Innovation and Healthcare Management (GIGS), Brazil, AliceSarantopoulos, PhD Candidate, Medical School of University of Campinas, Brazil, Gabriela Salim Spagnol, Nurse, University of Campinas, Brazil., llka de Fátima Santana Ferreira Boin, Professor of Medicine at University of Campinas, Brazil

► Healthcare Lean Kaizen: More Innovation, Less Waste, Ahmed M. ElSheikh, Quality and Patient Safety Director,Security Forces Hospital Makkahm, Saudi Arabia

► Using Design Thinking to Support a Value-Based Leadership for Quality-Part II, Ingela Backstrom, AssociateProfessor of Quality Technology and Management and Pernilla Ingelsson, Assistant Professor, Mid Sweden University,Sweden

► Improving Patient Flow Through applying Lean Concepts to Emergency Department, Hossam Elamir, Quality andAccreditation Directorate, Ministery of Health Hospital, Kuwait

► Mindset at Industrial Alliance: Making Continous Improvement Work, Olga Makoyeva, Consultant, ContinuousImprovement, Industrial Alliance Insurance and Financial Services Inc. Toronto, Ontario, Canada

Master of Ceremonies, President, Canadian Society for Quality, Dr. Madhav Sinha; Invited Guests and Dignitaries, Program HighlightsMorning Keynote Speaker: Dr. Anne Snowdon, Professor and Academic Chair of the World Health Innovation Network (WIN), and Scientific Director and CEO of SCAN Health, a Networks of Centres of Excellence International Knowledge Translation Platform, at the Odette School of Business, University of Windsor, Ontario, Canada. Topic: Innovation as a Strategy to Strengthen Quality in Health Systems

8:00 am – 8:30 pm - Continental Breakfast (Colony West)

12:15 pm – 1:00 pm - Colony West

2:40 pm – 3:05 pm - Ballroom West

5TECHNICAL PROGRAM

2:00 pm - 2:40 pmColony EastSt. DavidTerrace

CLOSING CEREMONIES (COLONY BALLROOM)3:45 pm – 4:00 pm

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VisionTo be the catalyst organization in Canada that invites all quality practitioners, organizations, and associations

to pool their collective research and knowledge in the relentless pursuit of performance excellence.

MissionTo share quality improvement related research and knowledge with practitioners and to strengthen their

understanding of quality tools and techniques that enhances positive work results and promotes organizational

excellence.

Core ValuesLearn - from one another;

Share - quality tools and techniques;

Celebrate - the positive contribution that quality makes to work processes, organizations, and communities.

Programs and ServicesMembership – complimentary membership for quality practitioners; partnerships with associations and quality

societies from around the world;

Publications – complementary quarterly newsletter for members, research papers journals and magazine

publications, quality improvement related educational materials;

Annual Conference – annual Canadian Quality Congress held in major cities across Canada;

Research – link to academics and projects at universities, colleges and other major research centers across

Canada and around the world;

Advocacy – educate and influence policy and decision makers on the contribution that quality improvement

makes to organizations, communities, and to the nation in general.

Value PropositionOur membership is comprised of quality practitioners across genres such as excellence frameworks, TQM,

ISO, lean, and six sigma. These professionals use tools and techniques to improve work processes and overall

performance in their organizations.

The Canadian Society for Quality (CSQ) invites all associations and quality practitioners across genres to join

in the quest for excellence – to learn, share, and celebrate state-of-the-art research and knowledge that make

a difference to work processes and organizations and that can collectively make a difference to communities

and the nation.

In doing so, CSQ offers:

Value for practitioners – membership is complementary and members have an opportunity to learn about

quality tools and techniques, share experiences, and celebrate successes.

Value for organizations – the synergy of quality professionals, organizations, and associations pooling their

research and knowledge sets the stage for quantum leaps in work process improvement and organizational

excellence.

Value for community – the link between academia and industry helps validate the impact that quality tools and

techniques have on work processes, organizational performance, and productivity.

CANADIAN SOCIETY FOR QUALITYSOCIÉTÉ CANADIENNE POUR LA QUALITÉ

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Get set for music and entertainmentThursday, September 7, 2017University of Toronto Conf Center89 Chestnut Street, TorontoReception: 5:00 PM - 5:30 PM Dinner: 5:30 PM - 7:30 PMAwards & Entertainment follows.

COME TO BANQUET [Ticket required, Purchase in advance]

CELEBRATING OUTSTANDING PAPERSThe Best Paper Award and the Highly Commendable Award have been established since first Congress to identify the most outstanding papers presented at the Congress.

Join us and meet the authors of this year’s best papers on Thursday, September 7th, during the Gala Dinner event.

Selected papers from all reviously held Canadian Quality Congresses were published in The TQM Journal, The Clinical Governance, An International Journal, Leadership in Health Services Journal and The Business Process Management Journal published by Emerald Publishing Group (website: www.emeraldinsight.com)

HONOURING OUTSTANDINGCanadian Quality Pioneers and Leaders (To be announced)

Thursday and Friday, September 7 - 8, 2017

Meet with top quality professionals from all over the world representing manufacturing, service, healthcare, government and educational sectors at the Reception, during daily breakfast, lunch and coffee breaks and at Conference Banquet. Make business connections at the Exhibition. Be sure to take advantage of this opportunity to network with exhibitors.

NETWORKING OPPORTUNITIES

CALL FOR PAPERSThe 10th Canadian Quality Congress is seeking papers. Please submit your proposals by January 31 st, 2018 by email at: CSQ@shaw.ca

Priority will be given to the best practices papers and case study applications that have resulted in measurable improvements particularly in service industries, healthcare, hospitality industries, aerospace, banking, governments, utilities, dot com industries, and non-profit organizations. The location and date of next Congress will be announced soon on the Congress website.

All rights reserved. Copyright CSQ.

10th Canadian Quality Congress (CQC) needs sponsors, exhibitors and partners. Please contact: CSQ@shaw.ca

Total Quality Research Foundation (TQRF) Canada

About Canadian Society for QualityThe Canadian Society for Quality Inc; is a membership-based, non-profit, organization of quality professionals in Canada, established to promote quality improvement and business excellence principles in public, private and voluntary organizations to help build competitive infrastructure in all communities based upon knowledge

ecology and a culture of social responsiveness for the betterment of human lives.

Presented by

CANADIAN SOCIETYFOR QUALITY

Thank You !!!