Logo ASQ Montreal Section 0401

January 2008, Volume 58, Issue 1
Our objective: To increase awareness, interest, and involvement in Section activities and
quality-related subjects.
Next event Welcome to our new members Section Education Program 2007-2008
Ad / Publicité Sustaining Members
The Editor's Corner Had You Attended the Last Event Executive Committee Meetings & Officers 
A Word from your Section Chair Your can't leave this world... ASQ Certification & Recertification
This season's planned events Notes from our Sept Networking event Advertising Rates 

Next event

Networking event -
Six Sigma Successes & Failures

R. Regnus
DATE:     Wednesday, January 23, 2008

TIME:     6:00 PM
PLACE:     Hilton Hotel, Dorval (PET) Airport

Reynald Régnus, M Sc. GOP,
Business Process Analyst for Transat Tours Canada

COST:   Members $15

Non-members $20
Includes light supper and Parking!

The networking event will start by Raymond Dyer, ASQ Montreal Section 0401 Program Chair, following up on some comments made back in the September 2007 Networking event and then facilitating a very brief feedback session.

Afterwards, Six Sigma Subject Matter Expert Reynald Régnus will share with us some of the more interesting observations and findings he discovered while conducting an online survey on “Six Sigma Projects”.

Reynald has been an excellent supporter of our ASQ section, helping us align topics and speakers for the joint ASQ Montreal Sections conference that was held back in November 2006. It is indeed with great pleasure that we have him participate again in our activities and provide us some insight into what makes or breaks Six Sigma Projects.

Bring your business cards and be ready to network!

For registrations or information please contact:
Mitchell Daudier at
(450) 463-0990 or e-mail at 
or Ray Dyer at
(514) 818-7410 or e-mail at 

Reynald Régnus, M Sc. GOPBusiness Process Analyst, Transat Tours Canada.
Reynald is a recent graduate of HEC Montréal. As part of completing his M Sc. GOP degree, he conducted an online survey on Six Sigma Projects.

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The Editor's Corner

photo Chantale SimardBy Chantale Simard, ASQ CMQ/OE, Newsletter Editor

New Year's resolution

I wish to all of you a wonderful and happy new year! I hope every member will find, within our Section, something useful for his or her progress and success. I wish that our ASQ Section will become stronger this year!

In addition to being the Montreal Section Newsletter Editor, I am also the Membership Chair. So this issue, I am using my "Corner" to convince you to:
• help increase recognition for ASQ in our community and
• build an even bigger and stronger Section for everyone to benefit from.

ASQ is the world’s leading authority on quality. We are experts in certification and standards development. ASQ can help you achieve relationships, solutions, credibility and inspiration. You can build your knowledge and find innovative ways to improve in ASQ magazines, case studies, training, journals, discussion boards, books and more. Our numerous Montreal Section 401 events give you the opportunity to network with your fellow quality professionals, share knowledge and learn. More people should know about this and you can help on that matter.

If you are an ASQ member, you probably know about the Each One Reach One Refer a Member Program : For every individual ASQ Member you refer that joins, you will earn 5 ASQ Bucks (5 ASQ Bucks = $5). Refer a company that joins as a Sustaining Member, and you’ll receive 120 ASQ Bucks.
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So, if you are searching for a New Year's resolution, here are some suggestions: “participate in the ASQ Montreal Section events”, “try to reach a new ASQ member this year” or “join ASQ this year” if you are not already a member.

You may be wondering who the Montreal Section members are… You will find below some statistics and information about them.

There are about 300 members in our Section. More than 30% of us hold one or more ASQ certifications. Most of our members are Regular and Senior members.  Here is how they are distributed by membership type: Student 7%, Associate 3%, Regular 54%, Senior 33%, Fellow 1% and Sustaining 1%.

Here is a non exclusive list of the types of jobs our members occupy: Administrator, Advisor, Analyst, Auditor, Chemist, Consultant, Coordinator, Director, Engineer, Facilitator, Inspector, Librarian, Manager, President, Professor, Programmer, Scientist, Senior Staff, Six Sigma Black Belt and Green Belt, Specialist, Supervisor and Technician.

Our Section is very dynamic. We have 7 or 8 events every year, each event is preceded by a Section Newsletter (you can participate in it by writing an article), and we have a leadership team of 14 volunteers (you can join or just come to our meetings).

Thank you in advance for your support.  I hope to see you during our next events.

Give me your feedback by e-mail

A Word from your Section Chair

Photo Mitchell DaudierBy Mitchell Daudier, Section Chair

Customer complains - Customer helps.

I went on a one-week trip during the Holidays with the same airline company I have been using quite frequently for the last 5 years. While on the plane, I could not help noticing small changes, particularly in the service. Changes that were certainly not there since my last trip. Changes like a hot meal instead of the usual cold hamburger, bags of goodies for the kids, more blankets for when the temperature of the cabin gets colder, quicker service from flight attendants, etc. These small things definitely improve passenger comfort. Mentioning my observations to the lady sitting next to me, I learned that those improvements were the result of many customer complaints to the Management and also the result of an increasingly high number of passengers switching to the competitor, even though the competitor’s prices were slightly higher.

I did not mention it to my neighbor but curiously I myself had started planning changing airline company exactly because of those small things that kept bothering me during each trip. Now that my trip seemed more enjoyable, with the kids being kept busy and a hot meal, I was no longer thinking of switching to the competitor. One more customer retained.

The story repeats itself over and over in all sorts of industries.

Each time a customer files a complaint, it is a real and clear opportunity to improve and to stay in business. Major corporations are often well equipped to manage complaints and they also often treat them as what they really are, opportunities for improvement. Small companies, on the other hand, can be frustrated by customer complaints and can sometimes take it personal. In those cases, asking customers for suggestions might be a good method. By ‘going first’ not only do you prevent bitter and impatient comments from customers, you also increase customer retention because some customers will not complain, they will just switch to the competitor like I had planned to do! A customer who complains is often a customer who wants to keep using your product or service.

Before leaving, do not forget to attend our second Networking event on January 23rd at the Hilton hotel. It will be an opportunity to learn from one another, to open new doors, and maybe to improve what we have been doing.

Happy New Year 2008.

This season’s planned events

By Raymond E. Dyer, ASQ CMQ/OE & CQA, Program Chair

Date, time, and location will be confirmed as we progress into the year.  Most events are planned for Wednesday evenings and are held at the Dorval (PET) Airport Hilton Hotel.  Watch the newsletter and our web site for further details.




20 February 2008

PFMEA – Process Failure Mode and Effects Analysis

François Pageau, Manager, Statistical Services and Chief Statistician of General Dynamics Ordnance and Tactical Systems – Canada

19 March 2008


To be confirmed.

16 April 2008

Annual General Assembly + Small accomplishments that benefit others vs. complex programs like six-sigma

Leadership Team for General Assembly
+ Fouad Fares of MINDSMASTER Canada Inc.

21 May 2008


To be confirmed.

The following events were planned for our 2007/2008 season but only 2 remain to be scheduled. Stay tuned!
• Supply Chain Quality: Controlling the supply chain across the world
• A practical application of Cost of Quality management
• The role of Quality in the implementation of Lean Manufacturing

Welcome to our new members

Francisco Henao, Shawn Hunchberger, Bennie Lue, Denis M. Martin, Nathalie Pankiw, Cindy Sakr and Jinsong Zhang

Sustaining Members

ASQ Montreal Section thanks our
Sustaining Members:

Bombardier Aerospace

L-3 Communications MAS (Canada) Inc

Promaintech Novaxa


Had You Attended the Last Event

By Eric Stern, ASQ CAQ, Publicity co-chair, ASQ CMQ/OE & CQA, Program Chair

November 21, 2007 Beverley Patwell spoke about “Triple Impact Coaching”. Using situations encountered at Mitel, Transcontinental, VIA and Progeco Ms. Patwell described how the coaching of leaders has a ripple effect through several layers of an organization when a coaching culture is implemented.

A portion of the presentation was dedicated to organizational development: examples about changes in culture related to the merging of organizations, the way champions and supporters are influenced, the way the choices facing people can be re-framed and become learning opportunities. Assessments like MBTI, examples on how specific problems were solved and a practical exercise in listening and learning from each others were some of the other aspects that I have found interesting.

Talking to some other event participants I have found that many came away with different opinions – it is just another piece of evidence that just reading my short notice here is not likely to give you the same opportunity that you had if you attended the event personally. We all filter out from the message just the portion that fits better our existing knowledge and preference for ways of learning. So there: I sneaked in here my teaching point of view.

Eric Stern can be reached at:(514) 483-6264, ericst@iseffective.com, http://www.iseffective.com/

You can’t leave this world unless all the paper work is done

By Jean-Pierre Amiel, ASQ CQA, , Senior member

Maybe you heard that interesting ideas often come from odd places. I attended the Mouvement Québécois de la qualité’s 15th «Salon sur les meilleures pratiques d’affaires 2007». Yes, time flies — the MQQ celebrates twenty-five years and it is their fifteenth event.

Amongst the different booths, I stumbled onto Magnus Poirier — Yes, the undertaker. Definitely not your average enterprise — Well, actually, yes. They have 80 employees at 8 sites throughout the city, various products, services, suppliers, lots and lots of paperwork and many different institutions to deal with. Also, dare I say it, a growing client base (think baby boomers, yours truly included). All the right ingredients for potential delays, errors and frustrations at the worst of times for grieving families.

So, in 2002, they embarked on a process improvement system that has resulted in a 30% productivity gain, an optimisation and standardisation of their processes, giving them a competitive advantage and improved response time. The greatest result, I was told, was a better relationship with their clients. 

Full article

Notes from our 19 September 2007 Networking Event

By Raymond E. Dyer, ASQ CMQ/OE & CQA, Program Chair

Sorry for the delay. Sometimes there are simply too many things to do. However, this was important so, as I promised, listed below is the feedback I compiled from the Networking Event back on 19 September 2007.

Full article

ASQ Montreal Section Education Program 2007-2008

By David Tozer, Ph.D., ASQ CQE and SSBB, Education & Audit Chair

Having ASQ certification gives you an edge in the market and can significantly increase your income.

ASQ Certification often leads to higher paying employment. The money invested in education and certification increases chances of finding employment quickly in the down sizing environment we live in. People who take the section sponsored refresher courses, and spend at least twice as much time as spent in the classroom on self study, have an 80%, or better, chance of passing the examination on the first attempt.

Certified Quality Engineer Topics include: quality concepts, cost of quality, human resources, team formation and group dynamics, inspection, metrology, sampling, reliability, quality standards, quality audit, statistics, design of experiments, process improvement, liability, and modern management methods for improving quality.

Certified Six Sigma Black Belt Topics include: quality concepts, cost of quality, enterprise wide deployment, business process management, project management, team formation and group dynamics, define, measure, analyze, improve, control, lean enterprise, statistics, design of experiments, and design for six sigma.

Certified Six Sigma Green Belt Topics include: quality concepts, cost of quality, enterprise wide deployment, business process management, project management, team formation and group dynamics, define, measure, analyze, improve, control, and statistics.

Certified Manager of Quality/Organizational Excellence Topics include: quality concepts, quality planning, customer focus, quality standards, project management, cost of quality, team formation and group dynamics, human resources and improvement.

Certified Quality Auditor Topics include: quality concepts, team formation and group dynamics, management responsibility, audit objectives, audit preparation, audit conduct, audit reporting, sampling, and basic statistics.

Certified Quality Inspector Topics include: quality concepts, team formation and group dynamics, geometry, metrology, reading drawings, mechanical processes, statistical process control, inspection, and sampling.

Calendar and Registration Form

Questions? In house courses, etc.: David Tozer:  (514) 694-2830, mailto:davidtozer@qualitiqua.com

Executive Committee Meetings

Section Executive Committee (Leadership Team) Meetings are held at different locations, starting at 6 PM. The next regular meetings are tentatively scheduled for :
2008-02-06, 2008-03-05, 2008-04-02, 2008-05-07 and 2008-06-04.

Consult the List of Your Executive for 2007-2008 here

Note that all dates planned are subject to change. Please call ahead to attend by contacting the Section Chair or the Section Secretary.

Note: Available on request for section members only are minutes of section executive meetings (contact the Secretary) and section operating budget information (contact the Treasurer).

ASQ Certification & Recertification

ASQ Certifications




June 7, 2008

April 4, 2008

Please note: Exam dates may be revised by ASQ at any time.  For the latest dates, please contact ASQ at 1-800-248-1946.
For members interested in preparing their journals for recertification, please contact Norman Dickinson, Recertification Chair, at telephone: (514) 334-6102 or e-mail: n.dickinson@alumni.concordia.ca .

Come and visit us at http://www.asqmontreal.qc.ca


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The ASQ Montreal Section 0401 Newsletter is prepared by and published for its members.
Section postal address: 1728 Kirouac, Longueuil, Québec, J4G-2R4.
Section web site: www.asqmontreal.qc.ca
Newsletter Editor: Chantale Simard 514 941-5695
The opinions expressed in the Newsletter are those of the authors, not those of ASQ. Articles may be reproduced if the source is stated
If you are an ASQ Montreal Section member and wish to receive this Newsletter by e-mail, please go to www.asq.org and revise your profile to add mailings from your section.