9th CQC

2017, in Toronto, Ontario.




Keynote Speakers

The CSQ (the Society) and CQC (its annual conferences) is about working together in knowledge exchange areas with all other quality associations and societies in the world. We envisage our CQC as a venue for meaningful interactions and international networking event as a means to engage the community of researchers and scholars and quality consultants that add a lot of value to shape the future of quality.

In that respect, we seek to provide a varying and interesting schedule of programming that attaches to attendees interaction in a variety of topics and innovative ideas, discussions and debates, meeting up with people and so on.

This Year’s Keynote Speakers

Dr. Don Berwick, MD

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.

Era Three in Healthcare Quality

As 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.

Quality healthcare for every American is still possible.

Don Berwick is the United States’ leading advocate for high-quality healthcare.

He is currently President Emeritus and Senior Fellow at the Institute for Healthcare Improvement – IHI. From July 2010, to December 2011, Dr. Berwick served as Administrator of the Centers for Medicare and Medicaid Services. For 22 years prior to that, he was the founding CEO of the Institute for Healthcare Improvement, a nonprofit dedicated to improving healthcare around the world. A pediatrician by background, he has also served on the faculties of the Harvard Medical School and and the Harvard School of Public Health.

Don Berwick sees tremendous unrealized potential in American medicine. Despite our outstanding knowledge base, expert practitioners, and world-class equipment, too many Americans do not have access to safe, high-quality care. Dr. Berwick presents a vision of how, through continual improvement, innovations in healthcare delivery, stronger leadership, and smarter policy, America can forge a system that satisfies our patients, achieves better outcomes, respects our limited resources, and honors our moral imperative to care for the disadvantaged. His focus on improving quality has gained him a reputation as a powerful motivator who can encourage institutions and individuals to do their work better.

Let’s make “best” the new norm.

In 2005, he was appointed “Honorary Knight Commander of the British Empire” by Her Majesty, Queen Elizabeth II, in recognition of his work with the British National Health Service. He is the recipient of many awards, including the Ernest A. Codman Award, the American Hospital Association’s Award of Honor, the Heinz award for Public Policy and the Institute of Medicine’s Gustav O. Lienhard Award. He has been named as a Fellow of the Royal College of Physicians (London) and a Fellow of the Royal College of General Practice. His over 160 articles have appeared in professional journals on such topics as healthcare policy and healthcare quality management. His books include Promising Healthcare: How We Can Rescue Health Care by Improving It, Curing Health Care, and New Rules: Regulation, Markets and the Quality of American Health Care.

Don continues to be one of the top thinkers in healthcare today.

Photo-Sister Mary-Color-08-Navy

Sister Mary Jean Ryan

A Nun, a Nurse, a former CEO and Chair of the Board of SSM Health Care, in St. Louis, MO

She is the voice of leadership in healthcare around the world. Named one of the top 25 Most Influential Women in Business and one of America’s most powerful people in the healthcare field, her organization was the first health care organization to win the coveted Malcolm Baldrige National Quality Award in the United States.

Service Quality in Healthcare

Service 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!

About Sister Mary Jean Ryan

Sr. Mary Jean Ryan, Franciscan Sister of Mary, is Chair of the Board of SSM Health Care (SSMHC), one of the largest Catholic health care systems in the United States, with care delivery sites in Illinois, Missouri, Oklahoma and Wisconsin. SSM includes 18 hospitals, more than 60 outpatient care sites, a pharmacy benefit company, an insurance plan, two nursing homes, comprehensive home care and hospice services, a technology company, and an Accountable Care Organization. SSM has more than 1,300 employed physicians and nearly 30,000 employees. In 2002, SSM Health Care became the first health care recipient of the Malcolm Baldrige National Quality Award, the nation’s premier award for performance excellence and quality achievement.

Prior to becoming Chair of the Board in August of 2011, Sr. Mary Jean served as President/CEO. During her 25-year tenure as President and CEO, Sr. Mary Jean emphasized three key themes: preservation of the earth’s resources; valuing ethnic and gender diversity; and commitment to Continuous Quality Improvement (CQI). She is the author/co-author of two books about SSM’s quality journey, and she has been privileged to share SSM Health Care’s Quality Journey through presentations to many national and international organizations.

Sr. Mary Jean has received numerous honors, including the Juran Medal from the Distinguished Service Award from the American Society for Quality (ASQ), the C. Jackson Grayson Distinguished Quality Pioneer Medal (2009) from APQC, the Distinguished Service Award (2010) which is the highest honor given by the Missouri Hospital Association, the Life and Breath Award from the American Lung Association, the Governor’s Quality Leadership Award in Missouri (twice) and the Award of Honor presented by the American Hospital Association. She has been named one of the 25 Most Influential Women in Business in St. Louis and was named one of the most powerful people in health care by Modern Healthcare Magazine for eight years. Most recently, the Baldrige Foundation named Sr. Mary Jean as the inaugural recipient of the Harry S. Hertz Leadership Award.

She was elected as an Academician to the International Academy for Quality (IAQ) in 2008 and currently is Chair of the Board. She received a Master’s Degree in Hospital and Health Administration from Xavier University in Cincinnati, Ohio. She is a nurse and has been a Franciscan Sister of Mary for over 50 years.


Gary Coles

Senior Vice-President, Administration, Group Insurance, Industrial Alliance

Gary Coles is currently Senior Vice-President, Group Administration at iA Financial Group. 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. Based in Toronto, he oversees major service centres in Montreal and in Toronto. He has previously occupied similar roles in iA’s Individual Insurance division as well as Information Technology senior leadership position. Gary is chairman of iA’s Lean Steering Committee in Toronto and is a member of iA’s Digital Strategy team.

Using Lean Methodology for Success in the Digital World

Gary Coles will be presenting a case study with concrete 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. A video that will tell the story in a visual way.

Anne Snowdon Photo

Dr. Anne Snowdon

Professor, Strategy and Entrepreneurship, Academic Chair, World Health Innovation Network (WIN), Odette School of Business

Dr. Anne Snowdon is a 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 located at the University of Windsor’s Odette School of Business.

Dr. Snowdon works to build collaborative partnerships around the globe to advance innovation and scalability of innovation across health systems to strengthen performance, economic value, and sustainability. WIN provides support for innovators and entrepreneurs to successfully bring their discoveries to the Canadian, U.S., and world markets by creating evidence of impact for new products that achieve value for health systems.

Currently, Dr. Snowdon is leading over 10 innovation research initiatives across seven Canadian provinces and five countries that collaborate with government, health professionals, industry, research teams and families. She is a member of the Institute for Health System Innovation of the Canadian Institutes for Health Research, and is a Board Member for Alberta Innovates and the Ontario Centres of Excellence.

Dr. Snowdon has published more than 140 research articles, papers and cases, has received over $22 million in research funding, holds patents, and has commercialized a highly successful booster seat product for children traveling in vehicles. She holds a PhD in Nursing from the University of Michigan and is a Fulbright Scholar.

Innovation as a Strategy to Strengthen Quality in Health Systems

This presentation will explore the key quality challenges that health systems are currently experiencing locally and globally and discuss current trends in the global health innovation agenda. Challenges and opportunities on how innovation can advance and strengthen quality improvement for global health systems will be discussed.


Contributing Speakers

To see the final technical program, click here.

  1. Auditing for Quality in Higher Education, Karen Belfer, Executive Director, Ontario Quality Assurance Service, Canada
  2. Excellence Models for Complex Management Systems, Rick Edgeman, Professor of Management & Shingo Institute Research Director, Management Department Jon M. Huntsman School of Business, Utah State University, USA.
  3. Lean Management in Health Care: A Model Development through Inductive Research, Pierre-Luc Fournier, Ph. D. candidate, HEC Montréal, and Marie-Hélène Jobin, Professor, HEC Montréal, Canada
  4. Agile Methodologies in Software Development and ISO 9001, Rick Hill, TL 9000 Program Manager, NQA (National Quality Assurance), Acton, MA, USA
  5. Green Hospitals: Indicators and the Results of a Process Mapping Study, Hatice Camgöz-Akdag, Associate Professor, Management Engineering, Faculty of Management, Istanbul Technical University, Istanbul, Turkey; Gökhan Aldemir, Research Assistant, Management Engineering, Faculty of Management, Istanbul Technical University, Istanbul, Turkey and Tugçe Beldek, Research Assistant, Management Engineering, Faculty of Management, Istanbul Technical University, Istanbul, Turkey
  6. Designing a Path to Quality – Enduring Ways in the Age of Immediacy, Brian Palmquist, President, Quality-by-Design Software Ltd; Vancouver, BC, Canada
  7. Zero Defect, Zero Effect: India’s Roadmap to Global Competitiveness, Aishvarya Raj, Quality Council of India, New Delhi, India and Mohit Singh, Quality Council of India, New Delhi, India
  8. Quality Assessment Methods for New Launch of Products, Naheed Sayeed-Desta and Ajay Pazhayattil, Apotex Inc, Toronto, Ontario, Canada
  9. Integrating Business Excellence and ISO Management Systems, Zillay A. Nawab, President, Hashtag Consulting Solutions Inc; Canada
  10. Quantitative Methods to Reduce Waiting times in Hospitals, Michael Carter, Professor of Engineering, University of Toronto, Ontario, Canada
  11. 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.
  12. Strategic Quality Management and Corporate Social Responsibility, Talal Alsaif, University of Hail, Hail City, Kingdome of Saudi Arabia., Barbara M Savage, Senior Lecturer, Deborah M. Reed, Principal Lecturer, Department of Operations and Systems Management, Portsmouth Business School, University of Portsmouth, Portsmouth, UK.
  13. How does Kata Approach fit into a Lean Six Sigma Program? Petra Hillebrand and Sara LeBel, Business Process Analyst, Algorithme Pharma, Montreal, Canada
  14. Why integration of continuous improvement with lean and innovation is so important, Jean-Claude Savard, Président, J. C. Savard Consultants, Montreal, Quebec, Canada
  15. Business Process Management: Why and How? Scott Armstrong, Interfacing Inc, Montreal, Quebec, Canada
  16. Integration of Quality Tools and Strategies for Lean Operations, Ashish Thomas, Professor, Concordia University of Edmonton, Alberta, Canada
  17. Organizational Citizenship Behavior in Relation to Employees’ Retention and Quality, Meera Shanker, SNDT Women’s University, India
  18. Sustainable improvement in Schools at class level, Jan Myszewski, Professor of Management, Kozminski University, Warsaw, Poland
  19. Linking Strategic Management Accounting and Quality Management Systems, Leonardo Sedevich-Fons, Consultant and researcher in Management Control, Núcleo de Asistencia Profesional, Management Control Department, Villa María, Córdoba, Argentina
  20. Quality Assessment Methods for Index of Community Sustainability, Odette Lobato-Calleros, Professor, Universidad Iberoamericana-Ciudad de México, Departamento de Ingenierías. Prolongación Paseo de la Reforma, México, Karla Fabila, PhD Student, Universidad Iberoamericana-Ciudad de México; and Pamela Shaw, Research Director, Mount Arrowsmith Biosphere Region Research Institute. Vancouver Island University, BC, Canada
  21. Using design thinking to support a value-based leadership for Quality-Part II, Ingela Backstrom, Associate Professor of Quality Technology and Management and Pernilla Ingelsson, Assistant Professor, Mid Sweden University, Sweden
  22. Healthcare Lean Kaizen: More Innovation, Less Waste, Ahmed M. ElSheikh, Quality and Patient Safety Director, Security Forces Hospital Makkahm, Saudi Arabia
  23. 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, Alice Sarantopoulos, 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
  24. Improving Patient Flow Through Applying Lean Concepts to Emergency Department, Hossam Elamir, Quality & Accreditation Directorate, MOH, Kuwait
  25. Continuous Improvement in Industrial Alliance, Olga Makoyeva, Consultant, Continuous Improvement, Industrial Alliance Insurance and Financial Services Inc. Toronto, Ontario, Canada
  26. A Patient-centered Approach to Appropriate Healthcare: What are You Waiting for? Michelle Alexander, Manager, and Marcel Billard, Clinical Lead, Central Intake Division, Regional Surgical Services, Eastern Health, Newfoundland, Canada
  27. Establishing a Quality Management Framework: Case Study from a Canadian Province of Alberta, Dawn S. Hartfield Medical Director, Donna Daniec Executive Director, Malanie Greenaway, Manager, Janine Cousineau, Executive Assistant and Christine Tamm, Integrated Quality Management Edmonton Zone, Alberta Health Services, University of Alberta, Alberta Health Services, Edmonton, Alberta, Canada
  28. Using Six Sigma to Achieve Sustainable Manufacturing, Min Zhang, Project Manager, Axis Lighting, Montreal, Canada and Anjali Awasthi, Associate Professor, Concordia University, Montreal, Canada
  29. 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



City of Toronto

toronto-coatofarmsMayor John Tory-2014_with Chain

Message from the Mayor

It is my esteemed pleasure to extend greetings and a warm welcome to everyone attending the Canadian Society for Quality 9th Canadian Quality Congress.

As Canada’s largest city and the fourth largest in North America, Toronto is a global centre for business, finance, arts and culture and is dedicated to being a model of sustainable development. I welcome everyone to our city and encourage you to enjoy Toronto at this time of year and learn about our vibrant neighbourhoods.

On behalf of Toronto City Council, please accept my best wishes for a memorable event and continued success.

Yours truly,

John Tory,
Mayor of Toronto