Session Chair: Paul Malek, Market Manager, Manufacturing, ASQ
Monday Morning • March 3

10:15 AM – 10:50 AM; Paper #31
The Innovation Cycle: Stay Loose, Hang Tight
Peter Merrill, Quest Management Systems, Ontario, Canada

Innovation is new knowledge creating new products and services. Creation of new knowledge is fundamental and there is no sudden stunning insight. In truth, good ideas are not hard to find and they do not come from a single genius, and the best ideas do not always materialize. Contrary to what many think, there is an innovation process. The driving factor is tomorrow’s customer and, of course, that customer does not yet exist. The process loops and it changes its mode from “loose” to “tight.” All of these factors make innovation the challenge that Quality Management was facing twenty years ago. This presentation will outline the stages of the innovation process. It will include information on how to assess your own process after each stage. Mr. Merrill is leading the International Working Group developing the Guideline on ‘People Involvement’ in Management Systems. His view is that the best Innovation comes from the ‘Collective Knowledge’ of an Organization.

10:50 AM – 11:25 AM; Paper #32
Three Keys to Continuous Improvement
Douglas Anton, AEM Consulting Group, Inc., Ashland, OR

How can a company ensure that it is leveraging its ISO system to create an environment where dramatic innovation can occur? The ISO 9001 Quality Management System framework has a built-in process intended to bring about continuous improvement. However, without proper attention to Management Reviews, Internal Audits, and the Corrective/Preventive Action Process, you may not be getting the biggest bang for your buck. This presentation will discuss, using case studies, how these three important elements of an ISO system provide the keys to continuous improvement. Mr. Anton helps companies improve profitability by applying and integrating proven strategies such as ISO 9001, MRP/ERP, and Lean Enterprise. As a speaker, he injects frequent examples from his years of hands-on manufacturing experience and consulting work.

11:25 AM – 12:00 PM; Paper #33
An Innovative Integrated Management System Delivers Value
Dr. Robert Pojasek, SAI Global, Southbury, CT

Integrating Management Systems provides an effective means for creating financial value for the organization. To progress to a fully integrated system, initiatives that are not commonly included within the requirements should be specifically addressed. These items include: Risk Management, Process Improvement, and Business Excellence. Experience has shown that a fully integrated Management System is facilitated through the frameworks provided by the so called Eight Quality Management principles and the Business Excellence framework. This presentation will outline an operational model, delivery experience, and recommendations for making the business case for fully integrated Management Systems. Dr. Pojasek is an internationally recognized authority on the topic of process improvement and integrated Management Systems. He helps organizations develop integrated Management Systems using a Systems Approach.

12:00 PM – 1:00 PM – LUNCH BREAK

Session Chair: Jack West, Past Chairman, ISO/TC 176
Monday Afternoon • March 3

1:00 PM – 1:35 PM; Paper #41
Customer Satisfaction in the ISO 9000 Quality Management Standards
David Zimmerman, Secretary, ISO/TC 176, Canadian Standards Association, Canada

The presentation covers a brief review of the standards development activities underway in ISO’s Technical Committee 176 related to customer satisfaction. ISO has published one standard (ISO 10002) and is currently working on three other documents to complete the customer satisfaction series. The presentation will provide information on the background of this work (initially proposed by ISO Consumer Policy Committee) as well as a review of the following standards: ISO 10001 on market-based codes of conduct, ISO 10002 on complaints handling, ISO 10003 on external dispute resolution, ISO 10004 on monitoring and measuring customer satisfaction. Mr. Zimmerman is the Secretary of ISO Technical Committee 176 on Quality Management and Quality Assurance. TC 176 is the largest ISO technical committee and it manages the development of Quality Management Standards at ISO.

1:35 PM – 2:10 PM; Paper #42
Effective Techniques for Enhancing Customer Satisfaction
Clyde M. Hedin, CQA; Arthur B. Clarke, CQE; Garabet H. Kassakhian, Ph.D., Shaw Environmental, Inc., Las Vegas, NV

John D. Nebelsick, U.S. EPA, Washington, D.C.
Focusing on customer satisfaction contributes to successful project completion, leading to long term client relationships, follow up contracts, and outside business development. This presentation includes examples of innovative techniques used, including a demonstration of the QATS Integrated Quality System. Practical examples will be given of the measurable customer satisfaction objectives that are, upfront, incorporated into the Quality Policy and how appropriate metrics can be devised to quantify them. Mr. Hedin has over 20 years of managing environmental QA and laboratory programs.

2:10 PM – 2:45 PM; Paper #43
Uniting Processes in Customer Support (ISO 9001:2000) & Software Development
(CMMI Level 3) Programs

Gary Coleman, Enterprise Process Infrastructure Group, CACI, Inc., Chantilly, VA & Renee Rowell, Field Services Information Technology Division, CACI, Inc., Chesapeake, VA
The software development group for the Field Services Information Technology Division (FSITD) of CACI has been operating under the CMM and CMMI software process models since May 2004. The customer support group implemented their first ISO 9001 program in September 2005. The FSITD CMMI compliant processes govern the development of a variety of mission critical software applications for the Navy. The ISO 9001:2000 Quality Management System governs various customer support functions of deployment, and helpdesk and field support. This presentation discusses the experiences in defining common process infrastructures. Mr. Coleman has been leading process improvements within CACI for over ten years. He participated in numerous SEI-CMM & SEI-CMMI process improvement efforts, and led the implementation of ISO 9001:2000 at CACI.

2:45 PM – 3:00 PM – REFRESHMENT BREAK

Session Chair: Paul Malek, Market Manager, Manufacturing, ASQ
Monday Afternoon • March 3

1:00 PM – 1:35 PM; Paper #51
Is ISO 9000 a Stepping Stone or a Pivot of the Organizational Journey Toward Business Excellence?
Cyrus Hoseini, Premier Access Insurance Company, Sacramento, CA

Moving toward organizational excellence, developing Quality Systems and implementation of Total Quality Management (TQM) systems in an organization - all need a suitable migration plan. Some management experts believe that there is a roadmap for this, which starts by meeting the requirements of ISO 9000. Over 20 studies have shown that ISO 9000 is an appropriate stepping stone for moving toward TQM. According to these studies, the next step is adapting the enterprise with a Business Excellence Model. An important question which now arises is what is the position of ISO 9000 in this roadmap and what is the relationship between it and Business Excellence Models? This presentation provides a practical answer for this question. Mr. Hoseini has served in his present capacity with Premiere Access insurance company for two years.

1:35 PM – 2:10 PM; Paper #52
Implementing Disciplined Problem Solving
Cathy Fisher, Quality Improvement Strategies, Charlotte, NC
Paul Mozoski, Michelin North America, Inc., Greenville, NC

This presentation will describe how a new approach to Disciplined Problem Solving at Michelin was introduced. Using the example of responding to customer complaints, the focus of this presentation is how to change behavior during the response process. This will be a practical discussion of how to move from training to implementation. Ms. Fisher is a trainer with Quality Improvement Strategies and has years of experience implementing Lean, problem solving, and Quality Management. She formerly worked with BMW. Mr. Mozoski is the QA Manager for Michelin North America and has supported registration of over 20 Michelin sites worldwide.

2:10 PM – 2:45 PM; Paper #53
It is Easy! - Just Raise the Bar
Luis Sanchez, President, Lunan Enterprises, Inc., Roswell, GA

This presentation will illustrate how to create a quality program to promote growth; by gradually incorporating Malcolm Baldrige criteria and Lean Kaizen approaches to establish and measure the recognized objectives through a Plan-Do-Check-Act methodology (PDCA) or an Approach-Deploy-Learn-Integrate methodology (ADLI). A distinct and unique concept for raising the bar will be outlined. A case study will include Malcolm Baldrige approaches of “Consensus Driven Decisions” and Lean Kaizen events to eliminate “waste.” This presentation will also illustrate how to create core values and a company policy which is compliant with the applicable Quality or Regulatory standards, and also focuses on growth, customer satisfaction, and organizational improvements. Mr. Sanchez has over thirty years of management experience in the electronic and nuclear industry.

2:45 PM – 3:00 PM – REFRESHMENT BREAK

Session Chair: Rai Chowdhary, TEAM 2000
Monday Afternoon • March 3

3:00 PM – 3:35 PM; Paper #61
What’s up with Aerospace Quality Management System Standards
L. L. "Buddy" Cressionnie, Lockheed Martin Aeronautics,
Southlake, TX

This presentation will be an overview of 2008 revision activities with the Aerospace Quality Management Standards and associated checklists, including: AS9100: Quality Management Systems; Aerospace Requirements; AS9110: Quality Management Systems; Aerospace Requirements for Maintenance Organizations: and AS9120: Quality Management Systems; Aerospace Requirements for Stockist Distributors. Mr. Cressionnie has 20 years of aerospace manufacturing industry experience. He leads the Americas IAQG writing team to revise AS9100:2009 and is highly involved with the American Aerospace Quality Group (AAQG), and the US Technical Advisory Group (TAG) to ISO/TC 176. Currently, he oversees the QMS and Capability Maturity Model Integration (CMMI®) for Quality Assurance at Lockheed Martin Aeronautics.

3:35 PM – 4:10 PM; Paper #62
Energy Management Systems for SMEs “Keeping on Top of Energy Use as Costs Rise”
Richard Hadfield, NSAI, Dublin, Ireland

With oil prices set to soar to $100 per barrel, energy is on everyone’s minds. What role can standards play in energy management? This paper discusses the standards work in progress in Ireland as it relates to Energy Management Systems. The standard I.S. 393:2005 is modeled after the Danish standard DS 2403, and works toward a harmonized approach to energy management within the European Union. The standard includes not only monitoring energy consumption, but also how much from what type of source. The aim is to have a systematic process that results in minimal documentation, but achieves tangible benefits in a practical way. Mr. Hadfield is Technical Services Manager of the National Standards Authority of Ireland (NSAI) and a past Vice President of the IQNet Association.

4:10 PM – 4:45 PM; Paper #63
ISO Standards and Corporate Social Responsibility
Dr. M. C. Shirley Yeung, Asia Intl. Open University, Macau

This paper will explore trends in corporate social responsibility. Previous research has seldom covered criteria and elements for a socially responsible organization. Principles of ISO 9001:2000 and ISO 9004:2000 demonstrate that a socially responsible organization should have participative and responsible staff members, and open organizational culture. Due to limited number of organizations for benchmarking in the east, it is suggested that further research on most recognized criteria be conducted. The use of ISO standards and the DMAIC in the context of social responsibility will also be discussed. Dr. Yeung earned her Doctoral Degree in Business Administration from Asia International Open University in 2006. Her area of research is in Quality Management Systems.

6:00 PM – 7:00 PM – RECEPTION WITH EXHIBITORS

Session Chair: David Zimmerman, Secretary, ISO/TC 176
Monday Afternoon • March 3

3:00 PM – 3:35 PM; Paper #71
What Do You Do? Hara-Kiri is Not an Option!
Todd Daniels, Montana Dept. of Commerce, Helena, MT
Kreg Worrest, MO Manufacturing Extension Ctr., Missoula, MT

It is the first day of the registration audit to ISO 9001:2000. It is also the first time in over three years there is a chemical spill in the production area . . . right next to where the lead auditor is working. What would YOU do? This is an interactive look at several outrageous and somewhat true Quality System scenarios. Listen to the story, vote on the proposed options, prepare to defend your choice and then discover what really happened. Mr. Daniels is a knowledgeable and dynamic trainer/presenter who has implemented Quality Management Systems compliant to a variety of recognized international standards through the MEP. Mr. Worrest is a Lean instructor for the NIST and MEP. He is certified with ASQ in five areas (CMQ/OE, CQE, CQA, CSSBB and CQI).

3:35 PM – 4:10 PM; Paper #72
Don’t Kid Ourselves Quality – It Happens to the Best of Us!
Lesa Vold, Validus Services, LLC, Urbandale, IA

In today’s quality environment, business owners and quality professionals are faced with the daunting task of choosing from the many tools and tricks of the trade for achieving quality. Each of these tools has their strengths and weaknesses. So how can each tool be different and yet be effective in some instances and not in others? This presentation will focus on case studies of disconnected quality efforts in companies that are resulting in ineffective quality for their customers and profit margins for themselves. Discussion will revolve around some of the better-known quality tools including, but not limited to ISO 9000, Six Sigma, and Lean. The focus of this presentation is to get attendees to step back, look at their Quality Systems in a new light, and determine if these problems are happening in their company. If so, what are some ways they can approach the issues at hand. Ms. Vold is the Director of Management Systems for Validus Services, LLC. Lesa works on ISO 9001, ISO 14001, USDA-Process Verified, and International Association for Continuing Education & Training certification programs.

4:10 PM – 4:45 PM; Paper #73
The ISO Rep: Tools to Impact the Bottom Line, Enhance Your Earning Potential
Colin Gray, Cavendish Scott, Inc., Denver, CO

The best way for ISO Representatives to get respect and authority and to enhance their career and earning power is to make an impact. ISO was always intended to improve performance, but many company organizational structures don’t facilitate this or management doesn’t recognize it. This presentation is aimed at providing tools and techniques to the ISO Representatives to make a difference. While it will cover ways in which ISO systems can be updated and enhanced, it focuses on ways to get you noticed. How to spend less time “managing” your ISO and more time impressing management. These techniques would also be useful for auditors to be able to positively influence an organization. Mr. Gray is an IRCA and RABQSA lead auditor and RABQSA skills examiner, and has been involved in thousands of ISO registration projects.

6:00 PM – 7:00 PM – RECEPTION WITH EXHIBITORS

Session Chair: John E. Gray, U.S. Air Force
Tuesday Morning • March 4

8:00 AM – 8:35 AM; Paper #81
Risk Based Audit Planning
Roberto Gonzalez, Pratt & Whitney Rocketdyne, West Palm Beach, FL

Deciding what to audit in the compliance-based system was fairly easy. In AS9100, Rev B, Section 8.2.2 we read that“,…the audit program shall be planned, taking into consideration the status and importance of the processes and areas to be audited …”. This presentation will outline a successful Risk Based Audit Planning process that has been implemented at the Pratt & Whitney Rocketdyne, West Palm Beach facility. Mr. Gonzalez is the Quality Management System Audits and Software Quality Assurance Discipline Lead at the Pratt & Whitney Rocketdyne, West Palm Beach facility. He is also the co-owner of his company’s Quality Systems Audits process and a member of the Pratt & Whitney Group Common Audit Process Team.

8:35 AM – 9:10 AM; Paper #82
Output Really Does Matter - Shouldn’t We Get Serious About Auditing? The Future: Will Management Systems Standards be Relevant?
John E. (Jack) West, Noted Author, Consultant & Business Advisor, The Woodlands, TX

Why are we sometimes disappointed to find out that an organization with a Quality Management System certified to ISO 9001 has major problems delivering products that meet customer requirements? Perhaps, more broadly we might ask: can QMS auditing ever provide complete assurance that customer requirements will be met? Certainly, the generic answer for many years has been a qualified “no”. This presentation proposes that we can no longer allow this situation to be the norm. It will discuss what organizations can do to improve their audit programs to provide greater confidence that customer requirements will be met. Mr. West is a business advisor who helps organizations improve productivity and quality. Jack is a popular speaker and author. He is author of Unlocking the Power of Your QMS. He is also a frequent contributor to such publications as Quality Progress, Quality Digest, and the Quality Engineering Journal.

9:10 AM – 9: 45 AM; Paper #83
Employee Competency: Audit Non-Compliance and the Bottom Line
Stephen Davies, MSc, MCQI, NQICEP, CMQ.
DISTIL Interactive Ltd., Ontario, Canada

Significant global events over the last decade (e.g. Enron & Walkerton) have influenced society’s views on the way we evaluate a person’s competence. The number of training hours, level of education, or years spent on the job is no longer an adequate argument to defend one’s qualifications — the public is beginning to demand more significant proof of competence and effectiveness. This presentation will outline the use of next generation on-line learning methods to improve and measure the competency of employees in an organization. Mr. Davies is currently a lecturer on Operations Management and Entrepreneurship at the Sprott School of Business. He is also the Vice President of Business Development and co-founder of DISTIL Interactive, a publisher and developer of interactive standards training.

9:45 AM – 10:15 AM – REFRESHMENT BREAK

Session Chair: Cathy Fisher, QIS
Tuesday Morning • March 4

8:00 AM – 8:35 AM; Paper #91
Compliance, Risk & the Art of Procedure Writing
Deborah A. Kenny, Information Mapping, Inc., Waltham, MA

When audits fail, bad documentation is often to blame. Policies and procedures that are unclear, confusing, inconsistent, or out of date can lead to mistakes, increased compliance risk, reduced quality, poor productivity and performance, and failed audits. This presentation will explore the link between documentation and compliance issues and introduce a proven six-step method for creating effective policies and procedures that will work for writers, auditors, and users. A case study will be used to review how applying the six-steps can improve effectiveness. Ms. Kenny is a well known speaker around the world on strategies to meet information and work performance challenges of the 21st century. During the past twenty years, she has been with Information Mapping, Inc., she has helped the company reach new markets with software, training programs, and consulting services that help clients develop clear, effective communications that improve performance.

8:35 AM – 9:10 AM; Paper #92
Integrating Risk Management & ISO 9001 to Build Organizational Resilience
Khurshed Kutky, QMI, Ontario, Canada

Does your organization have structured processes to routinely identify, evaluate and manage the customer, economic, and other risks that could disrupt your business operations? Through examples, this presentation will illustrate how the use of selected ISO 9001 elements can help an organization to continually and systematically identify and manage its organizational risk factors. Mr. Kutky has over 15 years of experience in Management Systems auditing, technical training, and adult education. He is the Product Development Manager for Risk Management Solutions at QMI, and his previous roles include Product Manager of Occupational Health and Safety Management Systems, Manager of Education Services, and responsibility for the QMI training programs.

9:10 AM – 9: 45 AM; Paper #93
Using Risk Assessment Methods to Streamline Your Quality Process
Glenn McCarty, EtQ, Inc., Farmingdale, NY

Often if an event is found in the system a corrective action is generated. No matter the scope or severity, corrective action is the ultimate catchall for events in the system. The result is thousands upon thousands of corrective actions. The “critical” corrective actions—those events that have the most impact on the business as a whole—become lost in the pile. This presentation will present a risk-based methodology that can reduce corrective actions as a whole and extract and address crucial events. Mr. McCarty has been shaping software technology within the Quality Industry since 1993 when he helped to found one of the first Enterprise Quality and Environmental Management Software systems that integrate flexible workflows to automate quality processes. Called EtQ, the company strives to eliminate paper-based Quality Systems, thereby streaming businesses and reducing costs and inefficiencies.

9:45 AM – 10:15 AM – REFRESHMENT BREAK

Session Chair: Dan Blakely, Greenville Tech. College
Tuesday Morning • March 4

10:15 AM – 10:50 AM; Paper #101
Certification: Not the End, Only the Beginning
William H. Pearson II, Corpus Christi Army Depot, Corpus Christi, TX & William Houser, Eagle Force, Inc., Spring, TX

This paper presents the impact of pursuing ISO 9001:2000 certification, and a four step model for improvement. It is based on the work done by the authors at the Corpus Christi Army Depot. The CCAD received an unqualified recommendation for certification, and also realized sizable gains such as a 340% increase in production, 45% improvement in man hours, and an 80% drop in field reports. The CCAD became the first DoD agency to meet the requirements for certification to AS 9110. The system setup by the authors is now spreading throughout CCAD. The four step model will be presented. Mr. Pearson is the Director of Quality Assurance at the Corpus Christi Army Depot, in Corpus Christi, Texas. Mr. Houser is the President of Eagle Force, Inc., in Spring, Texas.

10:50 AM – 11:25 AM; Paper #102
Improving the Effectiveness of QMS Certification Process: A Comprehensive Study
Giridhar J. Gyani, Quality Council of India, New Delhi, India

The author will be presenting a methodology and outcome of the study undertaken to assess the effectiveness of QMS Certification. This is based on a review of 105 certified units to verify the adequacy of QMS certification processes. The subjects in the study were small scale units in India, who were assessed to determine whether certification has been carried out by certifying bodies as per applicable standards and guidelines, and whether the processes in the units comply with the requirements of ISO 9001:2000 standard. Data were collected on the pre-audit phase and the QMS status phase. These data can be used for ascertaining causes, and establishing correlations to build credible certification processes. Mr. Gyani is the Secretary General, for the National Accreditation Board for Certification Bodies in India.

11:25 AM – 12:00 PM; Paper #103
The New Generation of Business Continuity Management
John A. DiMaria, BSI Management Systems, Florissant, MO

Business Continuity is a serious issue for all organizations and its management should be a fundamental element of the entire business. A “holistic” approach is not just disaster recovery, which tends to be more “reactive” or after the fact. When formatting a Business Continuity Plan, it is essential to know the differences between a true Business Continuity Management Plan and a disaster recovery plan. The purpose of the BS 25999 standard is to provide a basis for understanding, developing and implementing business continuity within an organization and to provide confidence in business-to-business and business-to-customer dealings. Mr. DiMaria is the Manager of Business Continuity specializing in BCMS, ISMS, and ITSM Standards.

12:00 PM – 1:00 PM – LUNCH BREAK

Session Chair: Diana Somerton, Varian Medical Systems
Tuesday Morning • March 4

10:15 AM – 10:50 AM; Paper #111
A Simple Approach to Manage and Deploy Your QMS Electronically
Paul M. Dreiss III, Hemiwedge Valve Corp., Inc., Houston, TX

This presentation will cover a proven approach to establish and maintain a QMS electronically. It will help the attendees understand how the requirements for the clause that states “The organization shall establish, document, implement and maintain a Quality Management System and continually improve its effectiveness” ISO 9001: 2000 (4.1 General Requirements) are accomplished. Regardless of an organization’s size or certification status, the tools and techniques taught during this presentation will prove beneficial and provide real-time accessibility of all procedures to all users. This design actually encourages use, improves general knowledge, and is easier to maintain. Mr. Dreiss is an ASQ Senior Member, Certified Quality Engineer, Certified Manager of Quality/Organizational Excellence. Paul served for three years on the Baldrige National Quality Program Board of Examiners.

10:50 AM – 11:25 AM; Paper #112
Electronic Change Management System’s ISO Applications – Super User
Jan Holland Hickey, CQE, RAC, VA Cooperative Studies Program, Albuquerque, NM

This paper discusses how the Veteran Affairs (VA) Cooperative Studies Program’s Pharmacy Research Coordinating Center uses an electronic documentation system to achieve tighter change management for design input, output, planning, review, validation, and verification. The system also provides for better control of audit, complaint and incident responses while giving employees access to those items and standard operating procedures. The system has proven to meet ISO expectations and aid in providing continuous process improvement. Ms. Hickey serves as the Chief of Clinical Manufacturing for the Veterans Affairs Cooperative Studies Program where she oversees the manufacturing of active and placebo products for human clinical studies. She is a Certified Quality Engineer and is Regulatory Affairs Certified.

11:25 AM – 12:00 PM; Paper #113
ISO 9001:2000 Auditing Online
Shauna Wilson, Amazon Consulting, Inc., Corvallis, OR

The global marketplace is transforming Face–to-Face (FtF) working environments to virtual for many companies. Many domestic businesses have transitioned their manufacturing floors to virtual seats sitting in a worldwide supply chain, changing roles from hands on to consulting in Europe, China, or India. Based on these events, how will traditional factory floor ISO 9001:2000 audits capture the virtual audit trail? ISO 9001:2000 Section 5.5.3 Internal Communication addresses the need to ensure appropriate communication processes, a vital need for Internet teams. This presentation will provide virtual environment guidelines, address different auditing models, and discuss the associated technology to use for online auditing. Ms. Wilson is president of Amazon Consulting, Inc. where she has focused on building high performance Internet Teams. She is an IRCA certified QMS auditor who conducts online internal ISO 9001:2000 audits for Corporate 500 companies and registration audits for Verisys Registrars.

12:00 PM – 1:00 PM – LUNCH BREAK

Session Chair: Marco Luzzatti, Greenville Tech. College
Tuesday Afternoon • March 4

1:00 PM – 1:35 PM; Paper #121
Using ISO 9001 to Enhance Six Sigma Business Performance
Eugene Kirsch, Booz Allen Hamilton, Clarksburg, MD

This presentation will describe the methodology for implementing ISO 9001 in conjunction with Six Sigma practices, how this approach addresses critical inhibitors to Six Sigma implementations, and provides guidance on how to tie the results to business performance. Included is practical information and lessons learned, where strategies presented have been proven effective in service applications. Approaches presented have two major advantages: accelerating the application of identified process improvements; and closer ties to business operations, providing relevancy to enterprise leadership when asked to approve change initiatives. Mr. Kirsch is a Senior Associate with Booz Allen Hamilton. He has nearly 24 years of experience as a Quality Manager and as the program lead for establishing Quality Management Systems for large systems integration programs. He currently serves as a member of TC 176, US TAG to ISO, a Senior Member of ASQ, and the Chair-Elect Washington-Maryland Metro area section of ASQ.

1:35 PM – 2:10 PM; Paper #122
Achieve Sustainable Business Performance Results through Lean and ISO
Baskar Kotte, Quality Systems Enhancement, Inc., Roswell, GA

Top management of many ISO certified organizations appear to believe that an ISO certificate is not providing desired business performance results. This interactive presentation provides a disciplined path, tools, and techniques to effectively achieve sustainable business performance results through the application of ISO and Lean concepts. The participants will have a clear understanding on which tools/techniques are to be selected, understood, and implemented for achieving sustainable business performance results. Mr. Kotte is the founder and president of Quality Systems Enhancement, Inc., a training organization dedicated to the ISO related standards, Lean Tool applications, and Six Sigma. He is an original and active member of US Technical Advisory Groups ISO/TC 176 and TC 207, the technical committees responsible for writing the ISO 9000 family of Quality Systems Standards and ISO 14000 series.

2:10 PM – 2:45 PM; Paper #123
Lean Fusion – The Ultimate in Process Improvement
Donna McIlduff, SAI Global, Southbury, CT

“ Lean Fusion” is the merging of distinct elements to create a process improvement tool that supports all aspects of the Value Stream. While striving to eliminate Non-Value Added and building upon Value Added aspects, we need to also consider environmental wastes. It is possible to reduce the resource intensity of manufacturing, reduce the use and loss of toxic materials, improve the recyclability of the materials and also make use of renewable resources. Green manufacturing should be a strategic priority and a standard part of any organizations’ process improvement plan. Ms. McIlduff is a Senior Consultant with SAI Global Professional Services. She is a Business Performance Improvement professional with over 15 years experience in domestic and international operations. Her experience includes aerospace, assembly, insurance, banking, administrative processes, as well as many others.

Session Chair: Susan Mortarelli, EQS, Inc.
Tuesday Afternoon • March 4

1:00 PM – 1:35 PM; Paper #131
Process Approach Refresher
Zachary C. Pivarnik, Bureau Veritas Certification N.A, Inc., Jamestown, NY

This presentation will address the tools that can be used to adequately define process interactions, objective deployment, auditing to the voice of the process and process audit checklists. Also, he will show how the standard clauses interact with the Deming cycle (PDCA) and how this can lead to an effectiveness auditor versus an auditor only determining conformance. In addition, the presentation will discuss Value Added Auditing questions and the disconnect between what we preach and practice. Also, you will review the new attitude of third party auditors, the type of nonconformance that when found and addressed, will add value to the certified organization. Mr. Pivarnik has over 27 years of successful experience in Quality Management. This includes positions in Strategic Quality Planning, Purchased Material Control, Quality Costs, Supplier Quality Assurance, Continuous Quality Improvement, Internal Auditing, Training, and Consulting.

1:35 PM – 2:10 PM; Paper #132
Improved Problem Solving Makes Corrective and Preventive Actions Pay
William Houser, Eagle Force, Inc., Spring, TX

Airplanes are inherently dangerous as they are very sophisticated devices operating in a very inhospitable environment. They operate in an unfriendly environment, vulnerable to weather, drastic temperature variations, and tremendous physical forces. In spite of all these factors, airplane accidents are relatively rare events, because when they have happened and do happen the accidents are thoroughly investigated by the NTSB (National Transportation and Safety Board). If industrial problems were investigated with the same vigor as applied to aircraft accidents, they too would be rare events. Unfortunately, this is not the case. This presentation will show the problem solving methodology and how it can be easily applied in any industrial environment. Mr. Houser is the President of the consulting firm, Eagle Force, Inc. He provides client support to achieve simultaneous productivity and quality improvement using techniques such as: Just-In-Time; and integrated quality improvement initiatives including: ISO 9000, TS 16949, AS 9100, OHSAS 18001 and ISO 14001 requirements.

2:10 PM – 2:45 PM; Paper #133
First Article Inspection and AS9103
Roger Ritterbeck Jr., QMI, Cleveland, OH

One of the objectives of the International Aerospace Quality Group (IAQG) is to establish common Aerospace Industry Quality Standards. This goes beyond Quality Management System Standards and addresses issues that affect product and processes. The IAQG realized a need for a standard to establish requirements for the First Article Inspection (FAI). AS9102 requires very specific forms and submittal requirements for FAI. This technical presentation will give the practitioner an understanding of the FAI process and the requirements of AS9102. Mr. Ritterbeck is Aerospace Product Manager for QMI, the largest certification body in North America. He has 20 years of Quality Management experience in the aerospace, automotive and Quality System registration industries. He has conducted over 600 Quality Management System audits in a variety of industries.

Session Chair: Paul Malek, Market Manager, Manufacturing, ASQ
Tuesday Afternoon • March 4

2:45 PM – 3:15 PM; Paper #141
Principled Persuasion for Technical Talkers: PowerPhrases and Perfect Pitches to Add PIZZAZZ to Technical Communication
Meryl Runion, CSP, SpeakStrong, Inc., Cascade, CO

Man and woman do not live by intellect alone. It’s not enough to be brilliant, to know what you are doing or to be a technical expert. If you don’t know how to communicate what you know, you might as well not know it. Even if your main expertise is highly technical, you need to know how to communicate persuasively. Your intellectual brain thinks. Your emotional brain feels. And your reptilian brain acts. Different words affect different parts of your mind and the mind of your listener. This lively and entertaining presentation tells you how to speak in a way that grabs the attention of all three brains to get results. You won’t just get the philosophy – you’ll get the words, phrases and pitches to persuade your listener on every level – intellectual, emotional and implemental. Ms. Runion is the author of PowerPhrases!, How to use PowerPhrases, Perfect Phrases for Managers and Supervisors, and How to Say It: Performance Reviews. Her books have sold over 250,000 copies worldwide. Her clients include the Army, the IRS, and the FBI.

3:15 PM – 3:25 PM
Closing Remarks: Susan Mortarelli, Conference Vice-Chair

• Leading Lean and Six Sigma experts
• Case studies, success stories and lessons learned from
  • Air Force
  • Boeing
  • BMW
  • Bon Secours St. Francis Hospital
  • Duke Energy
  • Flint Group
  • IBM
  • Square D/Schneider Electric
  • Top-ten plant and Shingo Prize winner
• Seven free workshops
• Current and pertinent topics including
  • Lean accounting
  • Innovation
  • Lean Supply Chain
  • Deployment best practices and workshop
  • How to get started
  • Integrating ISO 9000 with Lean & Six Sigma
• Government, service, healthcare and manufacturing implementations
• Large, medium and small company applications
• Tools and methods
• We have it all! Leave with ideas you can immediately put to use. This conference is the best investment for your time and money! Our goal is to be the best Lean & Six Sigma forum in the U.S.
  

Wednesday Morning • March 5
8:00 AM – 8:10 AM
Opening Remarks: Marco Luzzatti, Conference Co-Chair
8:10 AM – 9:00 AM; Paper #L11
What Does it Take to Build and Manage the Lean Supply Chain?
Mandyam M. Srinivasan, Ph.D.
University of Tennessee, Knoxville, TN

In the 21st century, the battleground has shifted from competition between organizations to competition between supply chains. Whether a customer, supplier or both; every organization desires to be part of a Lean Supply Chain – a supply chain that responds quickly and flexibly to changing customer demands, at a low cost, and with little inventory. It is hard enough to handle your own processes, let alone try to have the power to manage and influence the different players in your supply chain. Get answers to the question “what can you do?” Hear a few simple principles that use Lean and Theory of Constraints (TOC) to improve flow across the whole supply chain rather than individual pieces. Several companies will be highlighted who have adopted these principles to improve their competitive position. Dr. Srinivasan is a highly recommended speaker. Prepare to be informed and engaged. Dr. Srinivasan is The Ball Corporation Distinguished Professor of Business at the University of Tennessee. He is the author of the book, Streamlined: 14 Principles for Building and Managing the Lean Supply Chain. He has done work on behalf of GM, Honeywell, IBM, U.S. Air Force, National Science Foundation, Boeing, Sony, Delta Airlines and others. Dr. Srinivasan has won multiple awards for leadership and education.

9:00 AM – 9:45 AM; Paper #L12 Driving Quality Improvement Through Your Value Streams Bill Waddell, Wahl Clipper Corporation, Sterling, IL In almost every business setting, quality is the most significant cost driver, but very few managers know this. Outdated accounting practices and functional organizational structures serve to keep the effects of poor quality hidden. By adopting a flow focus, and structuring the management structure and performance metrics – especially accounting – by Value Stream, the significance of flow on financial results becomes apparent – and the adverse impact poor quality has on flow. Mr. Waddell will explain the transformation of Wahl Clipper from a traditional organization to an interlocking set of Value Streams, and the dramatic improvement in quality that have resulted in both manufacturing operations and in business processes. Mr. Waddell is the Vice President of Global Operations for the Wahl Clipper Corporation. He is the author of award winning book Rebirth of American Industry. He is perhaps best known as the provocative blogger for Evolving Excellence, the world's most widely read Lean manufacturing forum. 9:45 AM – 10:15 AM – REFRESHMENT BREAK

Thursday Morning • March 6

8:00 AM – 8:35 AM; Paper #L51
Integrating ISO 9001 with Lean Six Sigma to Achieve Winning Process Improvement Strategy
Lynda Fox, Objectives International, Inc., San Diego, CA

In today’s fast pace business environment, companies face the ongoing challenge of balancing the introduction of new products and services with competitive pricing and cost containment. Customer loyalty is no longer related to brand names alone but more often to finding market innovations at the lowest price with the highest degree of quality, reliability and performance. This presentation will outline how a company can benefit from integrating tools, methods and strategies from ISO 9001 Quality Management System and Lean Six Sigma. Ms. Fox will provide a systematic review and comparison of the similarities, differences, strengths and challenges facing these and will describe why integrating ISO 9001 and Lean Six Sigma can lead to cost effective results. She has over 20 years experience with commercial and government sectors including the Department of Defense, high technology, telecommunications, manufacturing, engineering, medical, and education.

8:35 AM – 9:10 AM; Paper #L52
Improving Retention of Certified Nursing Assistants at an Assisted Living Center
Drs. Daniel Rand & Kimberlee Snyder, Winona State Univ., Winona, MN

This is a case study of a Lean Six Sigma improvement project. Administration at a nursing home and assisted living center sought to improve retention of their staff. Staff members identified this issue as a Lean project in a pilot program of a Minnesota Center of Excellence. The team created a Value Stream Map of the hiring process at the assisted living center. Measures were identified using Lean and Six Sigma tools that uncovered problems in the process of hiring and retaining certified nursing assistants (CNAs). There will be emphasis on finding the right measurements to track process improvement actions. Dr. Rand is an Associate Professor in the Math and Statistics Department at Winona State University. He has a Master’s degree from Purdue in applied statistics and a Ph.D. from the University of Minnesota in industrial engineering.

9:10 AM – 9:45 AM; Paper #L53
The Praxair Case Study: Impact of Lean Manufacturing Tools on ISO 9001
Dr. Andrea Chiarini, University of Modena and Reggio Emilia & Renato Pelati, The Praxair Surface Tech., Italy

In 2006, Praxair’s Italian plants launched the Lean Enterprise project, involving mainly the operations. The Lean Project was based on the use of the classical tools as a whole (Lean strategy): SMED, TPM, 5S, Heijunka and Takt Time, Jidoca, etc. Each of the tools affected, directly or indirectly, the Quality System Processes. A dedicated Praxair team improved the process documentation after the implementation of the Lean tools. But how can the Lean Tools affect the Quality System? Which ISO 9001 processes are involved? In a deductive way, this paper aims to answer the questions above.

9:45 AM – 10:15 AM – REFRESHMENT BREAK

Thursday Morning • March 6

8:00 AM – 8:35 AM; Paper #L61
Change Management & Continuous Improvement
Bertram P. Wells, Schneider Electric, Lexington, KY

Today, products alone do not determine the competitive advantage or success of a business. Companies are continuously changing production lines, services, product mix, office setups and other things to address the voice of the customer. Like it or not, change is a constant and needs to be managed. There is a tendency amidst all this change to neglect the need to communicate the change and related benefits to the workforce that are most affected by the changes. Resistance to change is a major barrier to implementation. Attendees will be introduced to the key steps to manage resistance to change and leave with ideas on how to better manage change in their organizations. Mr. Wells of Schneider Electric Company has developed continuous improvement training internationally for 25+ years. He holds instructor certifications in Lean, Lean Office, Change Management and Communication. He is a certified Lean Master and is experienced in leading both manufacturing and office Kaizens.

8:35 AM – 9:10 AM; Paper #L62
From Vision to Reality: The Innovation Process
Michael Stanleigh, Business Imp. Architects, Ontario, Canada

Most people have heard, read and maybe even tried to be innovative. Few would argue with its importance in business today. Yet, only a few understand exactly what innovation really is. Innovation is not the result of lone genius, rather a collaborative process where many people contribute to the creation and implementation of new ideas. Many of the world’s successful innovators concede that innovation cannot be forced, but it can be developed. Participants will be introduced to the entire innovation process and how to get it started. Understand the barriers to innovation and how to overcome them. Find out how to apply innovation to work processes or team interactions. Case studies will be presented of organizations that have applied the Innovation Process. Mr. Stanleigh is an Innovation Management consultant, speaker and award-winning facilitator. His expertise includes Strategic Project Leadership, Strategic Quality Management and Strategic Change and Culture Management. He has been published in over 500 world-wide publications.

9:10 AM – 9:45 AM; Paper #L63
Not Another Problem Solving Method!
Rick Ring, Purdue University, Indianapolis, IN

There are many approaches to problem solving. What if you were to combine the best of different approaches in one method? This presentation will illustrate an integrated problem solving approach that borrows from the best aspects of Lean, Six Sigma and other disciplines. The problem solving method is based on Six Sigma’s DMAIC (Define-Measure-Analyze-Improve-Control) and incorporates problem solving tools associated with Lean. Learn the basic steps of this process and the tools to use with each step, such as a Project Charter, Control Charts, FMEA, 5S, Value Stream Mapping, and the 5 Whys. Mr. Ring is an Advanced Manufacturing Specialist with the Purdue University. He is a certified Six Sigma Black Belt and Lead Auditor of Quality and Environmental Management Systems. He has 20 years experience with Pillsbury and fourteen years consulting experience in manufacturing, government and service.

9:45 AM – 10:15 AM – REFRESHMENT BREAK

Thursday Morning • March 6

10:15 AM – 10:50 AM; Paper #L71
Better Lean and Six Sigma Project Management
Marshall T. Wood, Boeing Company, Macon, GA

Lean and Six Sigma both depend heavily on the ability to manage projects. DMAIC itself is considered a form of project management and often uses basic project management tools. Still many in the field struggle to combine Lean and Six Sigma with project management. The leading project management authority and certification organization in the country is The Project Management Institute (PMI). This presentation will show us how we can use best practices in project management from the PMI “Body of Knowledge” to improve the use of Lean Six Sigma Tools. Mr. Wood is a certified Project Management Professional and Six Sigma Master Black Belt. As a Quality Systems Specialist for The Boeing Company, he provides expertise in Lean, Six Sigma and project management across Boeing, Macon, GA and other Boeing sites. He is a board member of The Boeing Enterprise Six-Sigma Steering Committee.

10:50 AM – 11:25 AM; Paper #L72
Lean Strategy Deployment: A Practical and Proven Methodology for Hoshin Kanri
Philip Kirby, Organization Thoughtware International, Inc., Ontario, Canada

Although successful, Lean has been limited in its financial and operational performance impact, particularly where an enterprise wide strategy is missing. Forty to eighty percent of improvement initiatives don’t contribute to the bottom line. Hoshin Kanri (policy or strategy deployment) is a necessary and often missing element to Lean success to translate Lean intent into Lean action into financial results. A mature Lean company like Toyota lives and breathes daily through Hoshin Kanri. Learn the three essential elements to linking Lean initiatives to ensure bottom line results. See the power of how Hoshin Kanri can help you make strategy everyone’s job, create accountability, and allow you to get an instant read on the impact of daily actions on the bottom-line. Mr. Kirby is the founder of Organization Thoughtware International, Inc. He has extensive international experience in strategic deployment, operational and financial performance initiatives. He is the author of two books and a former Plant, Product and General Manager.

11:25 AM – 12:00 PM; Paper #L73
The Art of Lean Program Management
Robert Spector, Kanbay – A Capgemini Company, Atlanta, GA

Despite the increasing popularity of Six Sigma and Lean, many projects fail to deliver the expected results. Many implementers find themselves faced with too many projects that take too much time with too little benefit. See how to apply Lean and other improvement principles to project selection and execution to lead the way to high return on investment, sustained leadership commitment and long-term success. Effective project strategy, selection and execution will all be covered. Several examples from successful companies such as Bank of America, Seagate, and Johnson and Johnson will be presented. Mr. Spector is Senior Manager at Kanbay Consulting, a Capgemini Company. He is a certified enterprise Lean Six Sigma Black Belt with 14 years consulting experience serving in both manufacturing and service. He has published several articles and is considered an expert in Lean project management.

Thursday Morning • March 6

10:15 AM – 11:05 AM; Workshop #W81
Using the Toyota Way Fieldbook as a Guide to Culture and Leading in a Lean Environment
Dean R. Davidson, Adopt Lean Group LLC, Simpsonville, SC

Impact of leadership and culture are often overlooked and underestimated as essential components to successful or failed Lean transformations. Attend this thought-provoking and eye-opening discussion to learn how you can create a sustainable Lean environment and culture of learning, improving, and lifetime employment in your organization. Hear an experienced practitioner share lessons from personal experience and the Toyota Way Field Book you can use to improve your Lean journey. Leave with 10 key questions you can use to benchmark your current Lean culture. Discuss effective and ineffective leadership behaviors, tips for establishing a true continuous improvement culture, relevant business metrics for Lean and valuable references.

Dean Davidson is President of Adopt Lean Group providing training and consulting. He has over 20 years of international leadership experience and a demonstrated track record, involving business start-ups, turnarounds, acquisitions, and growing companies toward profitability. Davidson is known for his experience in strategic planning and deployment as well as business and organizational development using world-class methods and Lean enterprise principles. As a former Vice-President of Operations, he led a plant with a national reputation, through its Lean efforts. He is nationally recognized and often sought after for his knowledge and experience in Lean principles and methods.

11:05 AM – 12:00 PM; Workshop #W82
Value Stream Mapping – Basics and Beyond
Tony Manos, Profero, Inc., Chicago, IL

Attend a workshop designed for both new and experienced practitioners of Value Stream Mapping (VSM). VSM started in manufacturing, but can be applied to any service such as healthcare, government or banking. It also applies to accounting, human resources, purchasing and other support and administrative areas. This session will walk you through basic steps of Value Stream Mapping and give you valuable insight into successful VSM including:

• How to gather data and information
• Developing Current and Future State Maps,
• Creating a Future State Action Plan
• How VSM can help your organization
• Tips for practitioners
• Recognizing and avoiding common VSM pitfalls

See how VSM is applied to manufacturing and adapted to service, administrative, office and support areas. A simple case study will help illustrate key points and how the VSM process develops.

Mr. Manos with Profero, Inc. provides consulting services to organizations in Lean. He has extensive Lean and quality experience in manufacturing, office, support functions, service, and healthcare. Tony is a popular, internationally recognized speaker conducting “standing room only” talks on Lean, including Value Stream Mapping and other topics. Tony is the co-author of the book “Lean Kaizen: A Simplified Approach to Process Improvement” and a Shingo Prize Examiner.

Thursday Afternoon • March 6

1:00 PM – 2:00 PM; Workshop #W91
MSA on Attribute Data
Shrikant Kulkarni, Precision Castparts Corp., Portland, OR

There are many situations in manufacturing and service industries that require the evaluation of attribute characteristics. The MSA in such situations is often ignored. The attribute data can be classified in two categories - binary and ordinal. The binary data has only two possible outcomes such as pass/fail, good/bad, etc. The ordinal data has more than two categories with some kind of implied hierarchy. Many service industries collect data on customer satisfaction where the ratings are usually classified in five or more categories in the increasing order of satisfaction. This workshop will go in depth about the procedures and statistics used to evaluate the effectiveness of measurement systems. Examples from both manufacturing and service industries will be used to gain understanding of the measurement system.

Mr. Kulkarni is a Master Black Belt at Precision Castparts Corporation, an aerospace company. He has over 36 years of experience covering automotive, power tools, and metal processing industries. He is a graduate of Indian Institute of Technology, and has worked for companies such as Sandivk, and Emerson Electric.

2:00 PM – 3:30 PM; Workshop #W92
Development of a Practical Implementation Plan to Secure More Value from Improvement Processes
Mike Robinson, Markus Schmidt & Jeff Gilbert;
Flint Group, Plymouth, MI

The Flint Group team will facilitate a workshop where participants will share experiences in developing a generic Implementation and Deployment Plan to formalize an organization’s Continuous Improvement Process. The Plan will have applications for public, private and not-for-profit organizations, not just for manufacturing. A brief introduction will be provided followed by the formation of three facilitated groups each creating their own Implementation Plan based on experience of participants. The output of benchmarks, ideas and concerns from these group-based activities will then be consolidated to produce a generic Plan. The finalized output from the workshop will be documented and a copy distributed to the participants. In addition, a ‘storyboard’ will be shared with the attendees at the end of the workshop using real-life content from Flint Group’s actual implementation. Take the ideas used to enhance your own deployment of continuous improvement in your organization.

Mr. Robinson, Mr. Markus Schmidt and Mr. Jeff Gilbert are all certified Lean Six Sigma Black Belts or Master Black Belts responsible for development and execution of the Flint Group’s global deployment of Lean Six Sigma. They have more than 60 years of combined experience in a variety of operational roles in a variety of companies including Motorola and BASF.

3:30 PM – 3:40 PM; Closing Remarks

Thursday Afternoon • March 6

1:00 PM – 2:00 PM; Workshop #W101
Better Project Selection = More Success
Sharyn Mlinar, Boeing Company, Philadelphia, PA

Working on the right projects, rather than every project is a key to success. Pursuing the wrong project or projects with little impact is a guarantee for failure. Many organizations select pet “management projects” or overly simplified project selection methods. Ultimately organizations fail to work on the best and highest impact projects. Hear the equation for successful projects and gain hands-on experience using a prioritization matrix tool for making a well thought out and reasoned selection based on criteria for success. Participants will practice making a selection using the matrix. Learn from Sharyn typical criteria organizations use for picking the right projects.

Ms. Mlinar, a Boeing Company Technical Fellow in Statistics and Numerical Methods, is a well known expert for training and using process improvement tools and techniques in over 30+ years of successful project work. Sharyn is often called upon to coach, train, or conduct improvement efforts throughout the Boeing Company. Sharyn is a popular speaker on both Quality and Organizational Development topics.

2:00 PM – 3:00 PM; Workshop # W102
Integrating Lean and Six Sigma Tools and Methods within the Organization and on Projects
Dan Blakely, Greenville Technical College, Greenville, SC

Despite knowing Lean and Six Sigma integration is the way to go; many companies are still struggling with how to integrate their Lean and Six Sigma methods within the business and on projects. There is also a struggle between Six Sigma’s data driven approach and Lean’s action driven approach. There are solutions. Learn how can we build on the strengths and minimize the weaknesses of Lean and Six Sigma. Understand how and when you can use Six Sigma tools/methods to enhance traditionally Lean projects and vice versa. See how to integrate Lean and Six Sigma into one approach.

Mr. Blakely is a program coordinator with the Buck Mickel Center Continuing Education Division of Greenville Technical College. He is a certified Lean Six Sigma Black Belt. He currently trains and coaches Lean Six Sigma Black Belts, Green Belts, and executives in partnership with the internationally renowned George Group. He has 25+ years manufacturing experience. He has extensive experience in the implementation of Lean and Six Sigma in both manufacturing and service applications.

3:00 PM – 3:10 PM; Closing Remarks