ASQ Columbus 2019 Spring Conference...selected by the Columbus Section of the American Society for...
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ASQ - Columbus 2019 Spring Conference Monday, March 11, 2019 QUALITY-BRIDGING TO THE FUTURE Presented by:
Transcript of ASQ Columbus 2019 Spring Conference...selected by the Columbus Section of the American Society for...
ASQ - Columbus
2019 Spring Conference
Monday, March 11, 2019
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4
Welcome to the 2019 ASQ Columbus Section Spring Conference!
We are looking forward to another wonderful quality day focused on training, education, and
networking. This is the one day of the year that we can embrace and celebrate the quality geeks
that we are with the great company of fellow quality geeks!
This year’s theme is “Quality-Bridging to the Future”. Quality continues to become more demanding.
The basic tools and foundations remain in place; however, technology is changing at an
overwhelming pace and we are expanding the boundaries in all areas, including medical care,
manufacturing and service. As a society we are doing much more, faster, and better than ever.
This year’s conference is intended to provide information on the quality tools and systems that help
us bridge the gap, to evolve and succeed, in a world of increasing complexity.
We are excited to announce that the 2020 World Conference on Quality and Improvement is sched-
uled to take place in Columbus, Ohio next year! We believe that a large part of our achieving this
great honor is due to the successful conferences that we have had year-to-year. We couldn’t do it
without you! We thank those that are returning attendees and welcome all new attendees. Please
network with each other while you are here. If you are new this year, what is it you expect to get
from the conference? If you are a returning attendee, what is it that brings you back?
We will draw door prizes throughout the day and have a final drawing, for a free hotel room, at the
end of the day. We thank our sponsors for donating door prizes, as well as Crowne Plaza for
donating the grand prize of a free night’s stay. You must be present to win. Please enjoy the
snacks, refreshments, and lunch provided throughout the day, and stay for the drawing!
As always, we pass out feedback forms for each breakout session and for the overall conference.
We do review this information during our planning meetings. We are always striving to improve.
Please complete your forms and submit prior to leaving for the day.
Acknowledgements
We are excited to have Melissa Dingus, Director of Quality-Steel Processing at Worthington
Industries, as our keynote. She is going to share how Worthington Industries developed a behavior
-based initiative with the objective of building a quality-centric and service-attentive culture. We
greatly appreciate the amount of effort, time and preparation that is involved in providing the keynote
address.
We have 16 breakout sessions available to choose from today, including hands-on workshops! All
disciplines; healthcare, pharmaceuticals, education, manufacturing, information technology,
insurance and finance should find value from the expertise of the speakers. Please be sure to thank
the speakers!
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There are many ASQ divisions that are supporting the conference as exhibitors. You may find that
one of these divisions is a good fit for your technical expertise. Please take the time to visit and net-
work with the ASQ exhibitors.
Most of all I would like to thank the Spring Conference Committee. The experience and dedication of
this group along with YOUR attendance makes the conference a success.
Sincerely,
Marty Hartman ASQ Columbus Spring Conference Chair
Spring Conference Committee:
Tom Baldrick-Process Improvement Specialist, Quality Leadership LLC, CMQ/OE, CQA
Gordon Clark-Principal, Clark Solutions, CSSBB, PE
Michelle Cloyd-OPEX Manager, Stonecrop Technologies, CQE, CRE
Bob Gross-Owner, RFG Marketing
Marty Hartman-Sr. Manager, Total Quality, Crown Cork & Seal Company, CQE, CQA
Ashley Hatfield-Validation Engineer, American Regent, CQIA
Tim Keller-Lead Auditor, Nucon International, Inc., CQA
Chet Meddles-Quality Systems Engineer, Worthington Industries, CQA, CMQ/OE
Dave Mitchell-IT Application Development Consultant-Scrum Master, Nationwide Insurance, CSSBB
Bill Soller- Principal, Supplier Six Sigma, LLC, LSS MBB, CQE, CQA, CQM/OE
James Spichiger-Business Improvement Officer, Park National Bank, CSSBB, CQE, CQA, CQM/OE
Rita Stepp-Retiree-Abbott Laboratories, CQA
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United States Air Force Senior Master Sgt. Robert J. (Jason) Rayburn
has been selected by the Columbus Section of the American Society for
Quality (ASQ) as the recipient of its annual Quality Professional of the Year
Award. ASQ’s Columbus Section will publicly acknowledge Rayburn’s
accomplishments at its annual Spring Conference on March 11, 2019 at the
Crowne Plaza Columbus North.
Sergeant Rayburn is an active duty United States Air Force (USAF) member
serving as an USAF Metrology Laboratory Lead Evaluator, Laboratory
Certification Branch, USAF Metrology and Calibration Division, Agile Combat
Support Directorate, Air Force Life Cycle Management Center, located in Heath, Ohio. He joined the Air
Force in 2000 and has held positions as Precision Measurement Equipment Laboratory (PMEL) Calibration
Technician, Section Supervisor, Test, Measurement and Diagnostic Equipment (TMDE) Flight
Superintendent, TMDE Flight Chief, Assistant Maintenance Superintendent and Laboratory Lead Evaluator.
Rayburn is a sought after calibrator and trainer and has been constantly lauded by USAF senior leaders as
"Self-motivated technician with a desire to excel in all areas,” "Outstanding/motivated performer," and
"Quality driver." As a USAF Metrology Laboratory Lead Evaluator, his primary responsibility is to lead
evaluation teams comprised of USAF SNCOs tasked by USAF Air Staff to conduct on-site evaluations of
the USAF Primary Standards Laboratory, 67 USAF, four Air National Guard and 12 foreign military PMELs
across all nine major commands worldwide.
Awards and Decorations
The ASQ-Columbus Quality Technician of the Year award recognition adds to Sergeant Rayburn’s long
history of service awards and decorations, including:
• Agile Combat Support Directorate Senior NCO of the Quarter, 2nd Quarter 2018
• Quality Technician of the Year (ASQ Columbus Section), 2017
• PMEL Evaluator (Senior NCO) of the Year winner, 2016
• Squadron NCO of the Year winner, 2014
• USAF Meritorious Service Medal (MSM), 2014
• Group NCO of the Year winner 2013
• PMEL Maintenance Professional of the Year, 2009
• Deployed NCO of the Month, 2009
• PMEL NCO of the Quarter, 2008
Sergeant Rayburn, his wife, Sunny, and daughter Haneul enjoy spending time together going to the movies.
When he finds time, Rayburn enjoys exploring the outdoors, reading and watching sporting events. He and
his family moved to Ohio from Arizona in 2015.
For additional information about the ASQ Columbus Section and the
Quality Professional of the Year Award visit http://columbusasq801.com/QPoY.
Air Force Senior Master Sergeant Awarded
Quality Professional of the Year
from ASQ’s Columbus Section
Quality Professional of the Year
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United States Air Force Master Sergeant Gerald A. Johnson Jr. has been
selected by the Columbus Section of the American Society for Quality (ASQ)
as the recipient of its annual Quality Technician of the Year Award. ASQ’s
Columbus Section will recognize Johnson’s accomplishments at its annual
Spring Conference on March 11, 2019 at the Crowne Plaza Columbus North.
Sergeant Johnson joined the Air Force in 2003. He is a USAF Metrology
Laboratory Evaluator, Laboratory Certification Branch, USAF Metrology and
Calibration (AFMETCAL) Division, Agile Combat Support (ACS) Directorate,
Air Force Life Cycle Management Center, located in Heath, Ohio. He is a
highly skilled calibration technician, trainer, and manager, consistently highlighted by USAF superiors and
senior leaders as "head and shoulders above the rest.” Johnson’s attention to detail, commitment to
excellence, and sustained superior performance have distinguish him from his peers. He progressed his
career by becoming certified in various calibration measurement area disciplines to include Linear,
Temperature, Pressure, Angular, Force, Mass, Torque, Optics, Flow, Microwave Frequency, DC/Low
Frequency, Resistance, Phase Noise, Capacitance, Hi-Voltage, RF Power and Attenuation.
Awards and Decorations
Sergeant Johnson has a long history of superior performance as a leader, manager, and calibration
technician. Below is a list of his awards in order of most recent to least:
• Senior Non-Commissioned Officer of the 1st Quarter, 2018
• Pacific Air Forces Maintenance Effectiveness Team Award, 2017
• Maintenance Support Professional of the Quarter, 2017
• Verne Orr Team Award, 2016
• Senior Non-Commissioned Officer of the 1st/2nd Quarter, 2016
• Lance P. Sijan Leadership Award, 2015
• Top Maintenance Performer of the Quarter, 2011
• Lt Gen Leo Marquez Award of Excellence, 2010
• Maintenance Professional of the Quarter 2007
• Additional honors and awards include 1 Meritorious Service Medal and 3 Commendation Medals
Sergeant Johnson, his wife, Silvia, and daughters Nia and Nala moved to Pataskala, Ohio from Japan in
2017. In his spare time, Johnson enjoys reading, watching movies, and exploring investment opportunities.
Past Winners
2015—Chuck Holman
2016—Charles C. Roberts
2017—Jason Rayburn
2018—Fernando C. Martinas
For additional information about the ASQ Columbus Section and the
Quality Technician of the Year Award visit http://columbusasq801.com/QToY.
US Air Force Master Sergeant Awarded
Quality Technician of the Year Award
from ASQ’s Columbus Section
Quality Technician of the Year
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Keynote Speaker
Keynote Address | Ballrooms 3 & 4 | 8:45 - 9:45
Melissa Dingus
Director of Quality, Worthington Industries
Melissa Dingus is Director of Quality – Steel Processing at Worthington
Industries. In this role, Melissa establishes quality strategy for Worthington’s
facilities and ensures the company’s Philosophy is applied through a
technical lens. Melissa has held numerous technical and leadership positions
in her nearly 30 years at Worthington, including Director of Quality for each of
Worthington’s three main divisions. Her diverse background in manufacturing
gives her the ability to speak the language of operations, bridging the gap
between quality systems requirements and the ever-pressing need for
operational velocity. Melissa earned her bachelor’s degree from The Ohio
State University and an MBA from the University of Phoenix. Melissa is a
Senior Member of the American Society for Quality where she maintains
certifications in Manager of Quality/Organizational Excellence and Auditing.
Worthington Industries is a leading, global diversified metals manufacturing
company with 2018 fiscal year sales of $3.6 billion. Headquartered in Columbus, Ohio, the company
employs approximately 12,000 people and operates 82 facilities in 11 countries.
Keynote Topic: QualityWorks – Confronting the Behavioral and Cultural Facets of Quality
Technical staff typically excel at leveraging statistical and analytical tools to solve quality and process
related dilemmas. What do they do when
challenged with solving the softer or non-technical
aspects of Quality? Worthington Industries
developed a behavioral-based initiative with the
objective of building a quality-centric and service-
attentive culture. This presentation will describe
Worthington’s journey in addressing the gap
between performance and customer expectations
through culture and employee engagement.
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ASQ: Rich History, Bright Future
Ballrooms 1 & 2 | 10:00 - 11:00
Allen Wong
President, AKW Consulting, LLC
An overview of ASQ’s storied history and changing structure, to meet the
needs of today’s world and members.
Allen is currently a member of the ASQ Board of Directors, representing the
Technical Communities (Divisions) as a National Director. He has chaired
several committees and groups, including the Technical Communities (TC)
Group 3, TC Strategic Planning Committee, Technical Program Committee
and CQPA Certification Program. He served 5 years on the Certification
Board and holds ASQ certifications as Manager, Engineer, Auditor and
Process Analyst. He has been a Society member since 1990 (currently a
senior member). Allen is also a Board Advisor for the Institute of Supply
Management (ISM) Central Ohio Chapter. Allen obtained Bachelor and
Master degrees in Biomedical Engineering from Marquette University and the
University of Wisconsin – Madison.
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Thinking Big: The Ethics & Social Effects of Big Data
Ballroom 3 | 10:00 - 11:00
The "Thinking Big" presentation walks through case studies, provides
guidance on evaluating Big Data and algorithms, and pointers for ensuring
that models and algorithms are used responsibly. The case studies will also
demonstrate the effects of analytics on individuals, organizations, and
government; highlight risk areas in designing and using analytics, and provide
a framework for evaluation based on Cathy O'Neil's Weapons of Math
Destruction (2016). The presenter will discuss Data Quality, Data Usage,
Opacity, and Scale and Damage in both positive and negative examples,
including the 2016 United States' Presidential election and the classic
example of analytics, Moneyball (2003). A list of resources for further
guidance and insight will be provided.
L. I. Rapkin worked as a consultant in computer systems quality in a variety
of industries for more than 20 years, before transitioning to her current role as
Director of Quality for TCC, Inc. She has experience in the pharmaceutical,
medical device, insurance, education, and retail sectors. She has been a
technical writer, business analyst, quality analyst, and project manager. She
spent 18 months as the lead of the Business Intelligence and Analytics
practice for the Indianapolis office of Sogeti USA (Capgemini Group). She is
an RYT-500 yoga instructor, and leverages yoga, mindfulness and meditation
to improve the human factors in quality. Ms. Rapkin lives in Indianapolis with her husband and their feline
overlords.
L. I. Rapkin
Director of Quality,
The Cellular Connection
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Magnificent Seven Quality Tools Transcend Time
Ballroom 4 | 10:00 - 11:00
Marc Keleman
President, NanoSynopsis LLC
Directory of Quality Systems, ROE Labs
As quality professionals, we are tasked with doing more and more with less
and less. Many of us no longer have the word “Quality” in our title and
“Quality Departments” are diminishing as stand-alone entities. Yet, the
impact of what we accomplish has never been more critical. Learn how the
"Magnificent Seven" quality tools transcend time to solve current and future
dilemmas. Using a Pareto approach, we will re-discover the simple elegance
and direction setting power of these tools.
Marc Kelemen is an ASQ Fellow and Director-at-Large of the Chemical
Engineers (AIChE) Nanoscale Engineering and Science Forum. He is a
voting member of several ASTM Technical Committees and sub-committees
including E-56 Nanotechnology, F-04 Medical & Surgical and E-60
Sustainability. Kelemen is President of NanoSynopsis Consulting and
Director of Quality Systems, Engineering and Regulatory Affairs at ROE Dental Laboratories. After three
decades in alternative energy and consumer electronics, he joined the Business / Management Faculty of
South University and remains active on three nonprofit boards. Kelemen is a named inventor on eight
patents and holds ASQ certifications as CMQ/OE, CSSGB, and CQA. He earned his Chemical Engineering
Degree from Case Western Reserve University and his MBA from Baldwin-Wallace University. Kelemen is
also an ISO Lead Assessor for A2LA, a Problem Solving / Decision Making LDI Validated Trainer for
Kepner-Tregoe and Chair-Elect of the ASQ Electronics and Communication Division. He has provided CLE
course for attorneys, refresher courses for CQT, CQA and CQM candidates as well as over 8 courses
approved by the National Board for Certification in Dental Lab Technology.
Notes:
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Helping Community Practice Implementing
Quality Improvement through Practice Facilitation
Buckeye Room | 10:00 - 11:00
Charitha Gowda, MD
Associate Medical Director,
Partners For Kids
Heather Maciejewski
Quality Imrpovement Specialist,
Partners For Kids
As an accountable care organization affiliated
with Nationwide Children’s Hospital, Partners
For Kids (PFK) is focused on helping
community practices build quality improvement
capacity. Through PFK’s Quality Improvement
program, community practices are taught QI
methodology and tools to implement in their
own practice. PFK QI specialists work with
providers and office staff at practices to develop, implement and document
progress in relevant quality improvement activities. Since the program’s inception in 2014, PFK has trained
nearly 40 practices in QI, thereby potentially touching one-third of PFK’s patient population. In this session,
learn more about why Partners For Kids launched a quality improvement program, how it evolved and grew,
and its impact on children’s health outcomes.
Dr. Gowda is the Associate Medical Director at Partners For Kids, and is an Infectious Diseases physician
at Nationwide Children’s Hospital. She works in conjunction with Quality Improvement Specialists to run the
PFK Quality Improvement program, which supports QI capacity-building in community practices affiliated
with PFK throughout central and southeastern Ohio.
Heather Maciejewski is a Quality Improvement Specialist for Partners For Kids. She is trained in the
Institute for Healthcare Improvement’s Model of Improvement, and uses that training to teach community
practices, providers and staff to improve the delivery of care and health outcomes for patients and families
using QI tools and resources.
Thank You to Conference Sponsors:
Minitab minitab.com
MasterControl mastercontrol.com
MoreSteam moresteam.com
QuickGroome, Inc. roostersmgc.com
Calgon Carbon calgoncarbon.com
PQ Systems pqsystems.com
The Partnership for Excellence thepartnershipforexcellence.org
Crown crowncork.com
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Functional Gauging (Using Precision Tools): 2 Part Series
Basic Inspection: Introductory Level Functional Gage Workshop
The focus of this workshop is to get precision tools into the hands of the
attendees and to review the proper procedures to achieve precise
measurements. Attendees will be using micrometers, calipers, pin gages,
gage blocks, dial indicators, depth gages, and height stands with surface
plates.
This workshop will focus on use of go/no-go gages, functional gages, and
how to determine correct gage pin sizes. We will talk of GD&T and size and
location tolerances. Not only will each attendee conduct measurements but
there will also be some group measurements with analysis of the results. The
workshop includes a discussion of the need to check gages prior to use.
Gregory Gay is skilled in the use of precision measuring tools and layout
inspection. He has worked with the application of inspection and geometric
dimensioning and tolerancing (GD&T) principles for more than 20 years. Gay
is an ASQ Fellow and is an ASQ Certified Quality Engineer (CQE), Quality
Auditor (CQA), Quality Technician (CQT), and Quality Inspector (CQI). He
has also been recognized as a Journeyman Mechanic in the Trade of Layout
Inspection. Gay has instructed quality-related classes for five community
colleges, various companies and ASQ. Gay is currently a part time instructor
at Western Michigan University where he instructs a Metrology Lab each Fall.
Salon B & C | 10:00 - 12:15
Gregory Gay, CQE, CQA,
CQT, CQI
ASQ Fellow
Instructor,
Western Michigan
University
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17
The High-Level System (HLS) approach to quality management, which is
inherent in the ISO 9001:2015 standard, introduces a twist to what is meant
by "documented information" versus document and record control as we
know it.
Per the 2015 standard, "information" can now be considered the gathering of
the following "data":
• Bonified communications (e.g, email, messages, documents and any
correspondence used for initiation, quantification, verification or
notification purposes);
• Actionable evidence in the white space of process maps, SOPs, Work
Instructions (WIs) and Policies;
• Legitimacy of change in terms of risk and validated actions;
• Visibility of actionable documentation for fact-based decisions as well as
the planning of issues and opportunities;
• Evaluation(s) for traceability of escalation activity around risk challenges
and system improvement assessments.
Be prepared for a lively, provocative discussion as the explicit (vs. implicit)
conditions of this approach are explained and examined.
Walt Murray is a quality management and regulatory affairs professional with more than 32 years working
with internationally recognized and highly-regulated companies, including J&J, Merck, Pfizer, Stryker,
USANA and Del Monte Foods. A Six Sigma Black Belt, Murray is certified (CSSMB) in quality and
environmental systems auditing (RAB/QSA/IATCA/IRCA), critical-thinking skills (CTS Facilitator) and
process control (SPC/SQC). Having personally performed more than 350 1st/2nd/3rd-party audits for a
variety of Fortune 500 life sciences companies, Murray has hosted investigational and systems audits by
the FDA, Therapeutic Goods Administration (TGA), Medicines and Healthcare Products Regulatory Agency
(MHRA) and Health Canada (CMDR). Walt is based in Salt Lake City, Utah, and works as an independent
expert as he supports regulated clientele for GMP, GLP, IVD, GCP and the cross-disciplinary development
of MDSAP companies.
Ballrooms 1 & 2 | 11:15-12:15
Document Control & Compliance with ISO 9001
Walt Murray Principal Consultant, Pinpoint Consulting; Strategic Partner,
MasterControl
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A3 Problem Solving: Building a Foundation for Process
Ballroom 3 | 11:15 - 12:15
See it. Understand it. Solve it. Sustain it.
Lean management is based on simple
principles, yet many have found it difficult to
embed across their organizations. Join us to
learn how Habitat for Humanity - MidOhio is
applying simple problem solving to improve
outcomes in ReStores, construction,
homeowner services, and other affiliate
operations. Refresh your A3 thinking with an
approach that can used by production,
administrative, managerial, or professional team
members across your organization.
Key discussion points:
• Recognize commonly used problem-solving approaches (DMAIC, PDCA, A3, 3C)
• Understand A3 is a way of thinking, communicating, and solving problems
• Focus on building a simple A3 approach that is used consistently
• Share successes and challenges with other attendees
• Leave with a couple ideas to apply in your organization
In his role as Program Director, Phil Washburn is responsible for helping Habitat for Humanity-MidOhio
reach its programmatic goals. His current focus is on improving program processes and outcomes in order
to help the affiliate better serve more families. Phil is a Certified Black Belt in Lean Six Sigma which he has
been successfully using to improve the organization’s program, construction and ReStore processes. These
improvements have allowed Habitat MidOhio to increase families served by 100% year over year with an
expectation to quadruple growth over a 3-year period. Prior to joining Habitat, Phil has served in various
management and director roles in the for-profit and nonprofit sectors.
Ellen Milnes serves as the Director of Marketing for MoreSteam, a global provider of training and
technology for enterprise process improvement. Ellen has accrued 30 years of experience divided
amongst leadership roles in human resources, customer service operations, and marketing. Prior to joining
MoreSteam, she led a multi-site call center operation for Columbia Gas where she served as an executive
Continuous Improvement Leader for customer service processes and Champion for cross-functional
WorkSmart Events. Ellen has also taught Strategic Management and Operations Management as an
adjunct university faculty member.
Phil Washburn Ellen Milnes
Program Director Director of Marketing
Habitat for Humanity–MidOhio MoreSteam
19
20
Disruptive Trends in the Automotive Industry: Electric and Autonomous
Vehicles
Where the Automotive Industry is going (with a look at where it has been and
where it is now), the impact of electric and autonomous vehicles, and how this
trend is impacted by the risk management clauses in ISO 9001 and IATF
16949.
Ken Coll is a Quality Manager for Continental Powertrain, and has over 35
years of experience in the automotive industry as a Tier 1 supplier. He has
developed and taught a variety of quality and problem solving courses and
has worked extensively with QS 9000 and TS16949 quality standards. His
career has spanned production and corporate facilities, and he has worked as
a production worker, material handler, inspector, quality systems auditor, and
quality engineer.
Ken holds a B. A. degree in Management and Organizational Development
from Spring Arbor University, an MBA from Northwood University, ASQ
Quality Engineer Certification, is a Lean Six Sigma Master Black Belt, Design
for Six Sigma Green Belt, and
Problem Solving Master Trainer.
Building Consensus While Managing Change
Ballroom 4 | 11:15-12:15
Disruptive Trends in the Automotive Industry
Buckeye Room | 11:15 - 12:15
Quality, operations, sales and finance often have competing objectives for
valid reasons. Have you ever found yourself rolling out a new initiative and
gotten stuck in the middle of those objectives? Quality professionals are often
expected to lead change while integrating business requirements from
multiple functions of the business. Come join Pat Welsh from Revolution
Group to learn successful strategies for driving consensus while managing
change involving multiple leaders of your organization.
Since 1995, the Revolution Group team has been providing technology
solutions to businesses, both locally and globally. Our three divisions have
evolved to serve the needs of our customers, bringing them the most
innovative and customizable IT, CRM and ERP solutions available.
Pat Welsh is a seasoned professional services provider and currently the
director of Revolution Group ERP consulting services. In this role he has
been leading organizations through enterprise wide technology changes for
15 years.
Ken Coll Quality Manager;
Continental Powertrain
Pat Welsh Director,
Revolution Group ERP
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In the 2006 book Innovation Games, author Luke Hohmann introduced a
dozen useful idea generation and problem resolution activities that can be
used for market research and product development. One of these games that
we have enjoyed using is Speedboat, and we have adapted it for additional
utility… for more speed, you might say. Our version of Speedboat comprises
elements of four additional trusted quality tools: Fishbone, Affinity Diagram,
Force Field Analysis, and Interrelationship Diagram. Practice the deployment
of this expanded Speedboat game in our workshop, and then take it back to
your organization to accelerate idea generation and give the project team a
head start toward success.
Tracy Owens is a business transformation leader who has driven his
employers and client organizations to achieve near-term objectives and better
long-term results through innovation and quality management.
As an ASQ Certified Quality Engineer and Certified Manager of Quality and
Organizational Excellence, he has strengthened operational capability and
process improvement expertise among all the teams he has supported since
1998. His book Six Sigma Green Belt, Round 2 was published by Quality
Press in 2011 and serves as a guide for successful improvement project execution.
As a founding member of ASQ’s Innovation Division, Tracy has promoted a growing body of knowledge on
innovation management and brought his audiences a strong message about innovation as a process and
not just a creative spark. He is co-author of The Executive Guide to Innovation, which was published in
2013.
Tracy holds a Master's Degree in International Business from Seattle University and he was elected to the
2016 class of ASQ Fellows.
Ballrooms 1 & 2 | 1:15-2:15
Idea Generation and Prioritization
Tracy Owens ASQ Innovation Division
23
This presentation is an interactive workshop that will demonstrate how
process leaders can use and adapt Lean tools to transform their customer’s
experiences by mapping customer journeys effectively and improving your
customer satisfaction.
• Identify impactful customer centric process improvements
• Analyze customer feedback and measurements to prioritize improvements
• Develop a comprehensive plan to make your customer journey smoother
Therese Steiner is the Director of Operational Effectiveness and Customer
Experience at LexisNexis, where she has worked for 20 years in roles related
to Customer Support and Experience, Business Analytics, Continuous
Improvement, and Operational Effectiveness. Therese is an ASQ Certified Six
Sigma Black Belt and is the Chair for the ASQ Dayton, OH Section. She holds
a Juris Doctorate from the University of Dayton and is a Certified Customer
Experience Professional (CCXP).
Ballrooms 3 | 1:15-2:15
Adapting Lean Tools to Transform Customer Experiences
Therese Steiner Director of Operational
Effectiveness and Customer Experience,
LexisNexis
24
Thank You to Conference Sponsors:
ASQ Innovation Division asq.org/innovation-group
ASQ Inspection Division asq.org/inspect
ASQ Measurement Quality Division asq.org/measure
ASQ Audit Division asq.org/audit
ASQ Electronics & Communications Division asq.org/ec
ASQ Software Division asq.org/software
ASQ Automotive Division asq.org/auto
ASQ Service Quality Division asqservicequality.org
Organizational Change: Where are the people?
Ballrooms 1 & 2 | 2:30 - 3:30
The 2017 Prosci research report explains how employees are the ones who
have to ultimately adopt and use the new change. While the organization
moves from current to future state, this requires employees to do the same
individually. Now that organizational change is common in the workplace,
leaders can miss how people are affected during times of change.
Employees frequently are told what is changing and how. But the why
explanation and employee engagement are often overlooked. Leaders miss a
huge opportunity to learn how people process change which can prevent
change resistance and low morale. But if as leaders, we take the time to
understand how people process change in their own way we can help move
change with faster adoption and successful sustainment. This can only be
done by building activities that are people centric into an OCM plan.
Presentation Benefits
This presentation will provide specific activities that leaders can execute
within their organization to support people in times of change. Resources for
Change will also be provided to aid in additional research and education that
can assist with unique situations that arise within the workforce.
Kara Spinosi has 25 years of leadership experience, including Call Center
Management, Branch Bank Management, Banking Policy and Procedure
Governance, and now IT Infrastructure and Operations within the Insurance industry. Within these roles she
has matured her understanding of change and leadership capabilities. Kara recently graduated with a
Master's Degree in Organizational Leadership from Colorado State University – Global. Kara has completed
ITIL Foundations Certificate and ITIL Practitioner training to strengthen her knowledge growth in the IT
industry. Kara is Prosci Certified while working on Certification of Change Management Profession
(CCMP). In her current role, Kara oversees executive Organizational Change Management (OCM) plans for
Nationwide Insurance’s IT department that influences enterprise change. Kara currently supports 12
different services that are offered to internal customers that include communication, OCM, and training.
Personally, Kara has been married for 18 years to the love of her life, and has two teenage boys, 15 and 16
who keep her busy with football and college visits. Kara is also a fur parent to Stella (Shitzu) and Lucy
(Shephard/Terrier). Kara’s life in constant change with work and home. The knowledge of change keeps
her grounded, but she is always looking forward to what is coming next.
Kara Spinosi
IT OCM Manager,
Nationwide Insurance
25
Building Trust on your Quality Team through Creative Learning
Ballroom 3 | 2:30 - 3:30
Teams are a critical part of quality programs, including quality management,
process improvement, and lean six sigma. The foundation of any team is trust
among the team members. When members fear being vulnerable with their
fellow team mates, building of trust is hindered. Lack of trust can lead to team
dysfunction, and reduce the team performance. When quality of our products
and processes is at stake, the price may be high for this dysfunction.
Based on the Lencioni Model of Team Dysfunction, the number one team
dysfunction is the absence of trust. This presentation will provide an active
learning Ideation-Disruption-Aha (IDA) strategy. The IDA strategy focuses on
the participants’ outcomes of critical perspectives, creative confidence, and
innovative application. This method is used at the University of Dayton’s IACT
(Institute of Applied Creativity for Transformation) to generate innovative
design concepts. IDA will be applied to build trust within teams. This simple,
yet powerful active learning exercise can be applied by the participants on
their own teams when they return to their workplace.
Dr. Sandy Furterer is an Associate Professor at the University of Dayton, in
the Department of Engineering Management, Systems and Technology. She
has applied Lean Six Sigma, Systems Engineering, and Engineering
Management tools in healthcare, banking, retail, higher education and other
service industries, and achieved the level of Vice President in several banking
institutions. She previously managed the Enterprise Performance Excellence
center in a healthcare system. Dr. Furterer has over 25 years of experience
in business process and quality improvements. She is an ASQ Certified Six
Sigma Black Belt, a Certified Quality Engineer, an ASQ fellow, and a certified
Master Black Belt.
Sandra L. Furterer, PhD.,
MBA, Six Sigma Master
Black Belt, ASQ Fellow
Associate Professor of
Engineering Management,
Systems, and Technology,
University of Dayton
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Ballroom 4| 1:15 - 3:30
Strategic Project Management for WOW Results: 2 Part Series
Presented by Robin Lawton and Tony Belilovskiy
It is easy to use LSS projects to solve operational problems. The insightful
and impatient leader wants to go beyond that, creating eye-popping results
that connect strategic objectives, customer priorities and lead directly to
sustainable cultural transformation. This workshop shows how to do
precisely that. The advanced project management system described,
referred to by some as LSS 3.0, superbly resolves common problems
including:
• The problem and project mission is poorly defined
• Methods applied are not a smooth fit with knowledge-intensive
applications
• The solution is unknown
• Projects wander away from the optimum remedy and take too long to
complete
• The solution developed does not adequately address voice-of-customer
priorities
• Remedies do not uncover or correct cultural impediments that cause
related problems
This session is for those wanting an organized, tool-supported approach that
can reduce your effort, dramatically improve your impact and totally engage everyone on the project you are
sponsoring, managing or on which you’re a participant. You may or may not win national recognition, get
over 20:1 ROI, cycle time reduction of 80% and customer kudos for your efforts, but many others have.
You can, too.
Robin Lawton is an internationally recognized author, executive coach and expert in creating rapid
strategic alignment between enterprise objectives and customer priorities. Rob has directed strategic and
operational improvement initiatives since 1985. He coined the term “customer-centered culture” with his first
book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed (5-star rated at
www.Amazon.com ). His latest book, Mastering Excellence: A Leader's Guide to Aligning Strategy, Culture,
Customer Experience & Measures of Success, greatly expands on his ideas. Thousands of executives,
Master Black Belts and other change leaders have used his powerful, easy-to-understand C3 principles and
system to improve and measure service, knowledge work, customer experience and employee
engagement. Rob has been published and referenced by other authors worldwide. His clients have won
prestigious recognition such as the Baldrige National Award as a direct result of applying his ideas.
Mr. Lawton changes how his audiences think about what they do, who they do it for, what the priorities
really are and the role of leadership in making magic happen for their customers and followers. He does
this with humor and a highly interactive delivery style with thought-leading material few have experienced.
The pragmatic way he connects strategic direction, measures of success, daily work and customer priorities
creates a new version of common sense. Some have said Rob is the management thought-leader for the
21st century what Ackoff, Juran, Deming, Drucker and others were for the last century. Mr. Lawton has
been ranked #1 of 103 speakers by ASQ in 2017 and featured by leadership organizations such as the
Japan Management Association, Chamber of Commerce, Federal Executive Board, Association for
Manufacturing Excellence, American Marketing Association, International ISO 9001 Conference. His clients
include those from the Fortune 500, government, healthcare, utilities, non-profits and knowledge-intensive
organizations from domestic and international environments.
Robin Lawton
Author, Strategic Advisor
C3 Excellence
27
Strategic Project Management for WOW Results: 2 Part Series
Tony Belilovskiy joined the C3 Excellence team in 2017 following a very
successful career in healthcare and business. His diverse expertise includes
engineering in metallurgy, ballistics, licensed clinician, healthcare
administration, auditor, healthcare consulting, and entrepreneurial business
ownership. His experience ranges from clinical, healthcare administration,
contract administration and negotiations, financial analysis, business and
people management, systems implementations and mergers, data analysis,
medical claims analysis, college and university course development, and
varied projects that come with owning your own management consulting
business. Tony has been mentored by Robin Lawton in areas of quality and
leadership, culture change, project management and strategic planning.
Tony holds both Bachelors in Cardiopulmonary Sciences and Masters in
Healthcare Management and Administration from Northeastern University in
Boston, MA; Associates Degree in Metallurgy from Odessa Polytechnic
Institute in Odessa, Ukraine. He is a Registered Respiratory Therapist and
Certified Professional Coder. In addition to all of the above, Tony is also an
accomplished classical pianist. He resides in Sarasota, FL with his wife of
over 20 years and 3 daughters.
Tony Belilovskiy
Author, Strategic Advisor
C3 Excellence
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Buckeye Room| 1:15 - 3:30
Integrating the Theory of Constraints
with Lean Six Sigma for Operational Excellence: 2 Part Series
This will be a highly interactive workshop with hands-on exercises to: identify
a system’s constraint, calculate throughput and improve process
performance. A wide variety of examples will be shown to bring life and
clarity to the Theory of Constraints. The participants will be shown how to flex
capacity to productively meet the needs of variable production demands. The
participants will be able to compare and contrast the Theory of Constraints
with Lean and Six Sigma methodologies. Finally, the participants will receive
a paper Improving Profitability with the Theory of Constraints along with
annotated exercises that can be used to teach the workshop methods to their
colleagues.
As an industrial and systems engineer and a hands-on consultant,
Michael Colburn has helped a wide variety of organizations improve process
performance and organizational profitability. He has a Bachelor of Industrial
Engineering, a Master of Science in Industrial & Systems Engineering and a
PhD with a major in Adult Education, all from The Ohio State University.
Michael received the Meritorious Service Award from the Ohio State
University’s College of Engineering (2004). As a consultant, his firm designed
and implemented a workforce development program for a client that was
awarded the Governor’s Workplace Learning Award (1997). Michael is a
registered professional engineer in the state of Ohio. He recently retired as
Associate Professor of Management at Ashland University where he taught Operations Management,
Organization Development & Change Management, and Strategic Management in their MBA program.
Michael Colburn, PhD, PE
Associate Professor of
Management (retired),
Ashland University
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Best Practices in Calibration Management: 2 Part Series
Salon B & C | 1:15 - 3:30
This 2-hour workshop discusses best practices for managing an
organization’s calibration management system to meet the requirements of
quality management system such as ISO 9001 and IATF 16949. The
requirements of ISO/IEC 17025 are used to develop a best practice plan to
ensure that an organization’s calibration system measurement related risks
are minimized. After attending the session the participants will be able to
develop a plan to manage their calibration system.
Learning Objectives:
• Best practices in calibration per ISO/IEC 17025
• Managing risk in calibration for ISO 9001 and IATF 16949
• Calibration supplier monitoring and management
Dilip A. Shah has over 40 years of industry experience in metrology,
electronics, instrumentation, measurement and computer applications of
statistics in the Quality Assurance areas. He has been employed in various
positions with Philips Electronics (UK), Kodak Ltd. (UK), Instruments Division
of Monsanto Corporation, Flexsys America and Alpha Technologies. He is
currently a Principal of E = mc3 Solutions, a consulting practice that provides
training and consulting solutions in ISO/IEC 17025, ISO 9001, Measurement
Uncertainty and computer applications.
Dilip is an ASQ Fellow and certified by American Society for Quality (ASQ) as
a Certified Quality Auditor, Certified Quality Engineer and Certified Calibration Technician. Dilip volunteers
his time with the local Akron-Canton (Ohio) ASQ section 810 (Chair for the 2001-2002 year). Dilip has
served on the advisory board of the University of Akron Engineering and Science Technology Division. Dilip
belongs to the Statistics, Reliability, Aerospace and Defense, Automotive, Inspection, Quality Audit and
Measurement Quality Divisions (Chair 2016, 2012-2013, 2007-2008, 2003-2005 terms) of American Society
for Quality.
Dilip is the co-author of The Metrology Handbook (1st and 2nd editions) published by the ASQ Quality
Press and has contributed to the 2010 re-write of the CCT Primer by the Quality Council of Indiana. Dilip
participated in the initial development of ASQ’s Certified Calibration Technician exam. Dilip participates
actively in the measurement related issues through National Conference of Standards Laboratories
International (NCSLI) and the west coast based Measurement Science Conference (MSC) where he
presents sessions, papers and workshops. Dilip is a member of Institute of Electrical and Electronic
Engineers (IEEE).
Dilip is the recipient of NCSLI’s 2011 Education & Training Award, MSC's 2010 Andrew J. Woodington
Award, ASQ-MQD’s 2005 Max J. Unis Award and co-recipient of MSC’s 2003 Algie Lance Award for the
Best Paper (Gage R. & R. versus ANOVA).
Dilip has served as a Member of the A2LA Board of Directors (2006-2014). Dilip is a Chief Technical Officer
for Workplace Training Inc. and Sapphire Proficiency Testing which provides many measurement-related
training and proficiency testing options to the industry. Dilip is also involved in Learning & Development
Committee activities of NCSLI. Besides being an A2LA Trainer, Dilip served as the NCSLI Conference
Tutorial Program Chair (2012 - 2017), a frequent contributor to the ASQ Quality Progress Magazine’s
Measure for Measure column and ASQ Expert Answers Blog Contributor.
Dilip Shah
Author, CTO,
Workplace Training Inc. and
Sapphire Proficiency
Testing
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2020 ASQ World Conference
Columbus, OH
