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Montreal Section 0401

October 2009, Volume 59, Issue 7

Our objective: To increase awareness, interest, and involvement in Section activities and
quality-related subjects.

Next event

This season's planned events

ASQ News

Ad / Publicité

Welcome to our new members

Section Education Program 2008-2009

The Editor's Corner

Sustaining Members

Executive Committee Meetings & Officers 

A Word from your Section Chair

Other ASQ event

ASQ Certification & Recertification


ISO 27001

Advertising Rates 

Next event

Change management
during challenging times

Date:     Wednesday, October 21, 2009    

Time:     6:00 PM

Place:     Wyndham Montreal Aeroport Hotel (PET Airport)

12 505 Cote de Liesse | Montreal, Quebec H9P 1B7
Be aware of road construction


L. Di Francesco

Sylvain Gauthier, B.Eng., MBA, PMP

Cost:   ASQ Members $40

Non-members $50

As organizations strive to remain ahead of the competition or pass this through this severe crisis, there will inevitably and often comes the need for change. All successful organizations regularly use change to improve processes and increase performance. While these times of change can be a great opportunity for an organization, it also can be a time of stress and anxiety for all involved. Not all organizations are in a position to make these changes effectively and efficiently, and for many their efforts often fall short of the intended goals.

Part of the presentation will review:

  • Introduction to change management excellence
  • Defining how the organization needs to change
  • Defining what the organization needs to do to change
  • The organization’s change management methodology
  • Reinforcing desired behavior
  • Managing the organization’s change process

For quality professionals managing changes, it is a great opportunity to reflect on what is happening in your organization and compare with what others are doing in these challenging times.

Includes supper and Parking!

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 

Ad / Publicité


SAI Global

Sylvain Gauthier, B.Eng., MBA, PMP

Sylvain is a professional specializing in project management in the field of new product and business development. His last project was for the Beijing 2008 Olympic games.

He has a solid background and extensive experience in business planning, cost management and the implementation of project management office for large corporations. For the past 20 years he worked with project teams with telecom service providers, equipment manufacturer, IT, TV broadcasting and e-business in Canada, US, Europe and Asia. Sylvain's professional experience is centered on the practical application of Project Management (PM) and Value Analysis (VA) Value Engineering (VE) principles and concepts for improving products and processes costs.

Over the years, Sylvain has negotiated more then 50 international project contracts with International properties (Formula One world Championship, Disney, NHL, Cirque Du Soleil) TV Networks & stations, Supply chain specialists , telecommunication equipment providers . A lot of them were done in China.

The Editor's Corner

photo Chantale SimardBy Chantale Simard, ASQ Senior Member, CMQ/OE, Newsletter Editor and Vice-Chair

Customer Service strategy

If it is true... Why do companies such as Bell enforce sales quotas on their Customer Service employees? Why put the priority on sales at the detriment of service? And how is it possible that they wait for the story to appear on a television show such as “La facture” to change their priorities? Indeed, towards the end of the show aired on October 13th on Radio-Canada, we learn that they will henceforth put the priority on customer satisfaction. On the other hand, the manner for making sure that this new approach is effective is not clear at all.

Are they listening to their customers? I have difficulty to believe that they were unaware of the level of satisfaction of their customers. Perhaps the managers calculated that it was more profitable for the company to encourage their Customer Service agents to make sales and to reduce the duration of the calls at the detriment of service quality… In quality management, we learn that, for a service firm, to meet customer satisfaction and to even exceed his expectations so that the customer is delighted is a key factor of success. It is by improving the service performance and the customer experience that we can reach such a stage.

I will certainly try to follow Bell and its competitors’ strategy. I hope at least that this story will be profitable to other service firms in making them aware of the importance of the customer perception of his experience, especially with Customer Service.

Give me your feedback by e-mail

A Word from your Section Chair

Photo Gordon AyotteBy Gordon Ayotte, ASQ CQE, Section Chair

Our first event was off to a great start with a dynamic and interesting presentation from Mr. Livio Di Francesco on Cost of Poor Quality which led to a very animated and energetic question and answer period.

Some of the topics we hope to cover/discuss during this season and tools to be used when Working with Teams are Storyboard, Effective Meetings, Maintaining Teams, Working with Numbers; Pareto, Check Sheets, Histogram, Working with Ideas; Brainstorming, Fishbone and Force Field.

For those considering a career as a Quality Professional not only I encourage you to join as a member but you should also consider taking courses and/or obtaining certification from ASQ in order to get recognition for your expertise and qualifications.

We are always interested in your comments and feedback how your ASQ section can serve you better so please do not hesitate to contact us.

Please come and join us for great evenings of learning’s and networking.

Give me your feedback by e-mail

History of ASQ events we've organized; any more suggestions?

by Raymond E. Dyer - ASQ CMQ/OE & CQA, Voice of the Customer Chair

ASQ has recently formalized the role of Voice of the Customer or "VOC" Chair.  One of its "Specific Duties and Responsibilities" is to "Be an advocate for member value, satisfaction, and loyalty.".  For quite some time now, your Section Leadership Team has been asking you for input on what you need, want, would be interested in, and how happy you are with what we do, using all sorts of tools like surveys at our events, requests via our newsletter, discussions in our Internet based networking groups like Yahoo (http://tech.groups.yahoo.com/group/Quality_Montreal) & LinkedIn (http://www.linkedin.com/e/gis/90170/0FE5E069F508), etc.  So, while we'll continue using these vehicles to get your thoughts on what you would like us to do, I'll start using the new tools now available for VOC Chairs, e.g. Internet surveys.  You have my word we'll keep them brief and not too frequent so as not to overwhelm your e-mails or time.

Along those lines, in order to satisfy our members, we're always searching for topics of interest to them.  One of the recent activities my colleagues Chantale Simard (Newsletter Editor) & Norman Dickinson (Internet Liaison) have helped me with is to post a historical listing of events we've organized over the past few years.  To get to it, simply go to our web site, i.e. http://www.asqmontreal.qc.ca and then click on the "A History of Events Held by ASQ Montreal" link.  For the more recent events, you'll actually have a link to our e-newsletter archive that covered that event.  The idea for posting this is not only to demonstrate what we've organized for the section over the years but also to provide stimulus as to what might be of interest for future events, i.e. hearing your voice on what you would like to have.

Here's where you come in.  Please send any and all pertinent ideas for future events to a member of your Leadership Team, preferably to our Program Chair Mitchell Daudier but any other Leadership Team member (VOC Chair, Newsletter Editor, Internet Liaison, etc.) will do as well.  For example, someone recently suggested "Quality in construction".  Do you have any suggestions?

This season’s planned events

By Mitchell Daudier, Program ChairM. Daudier

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 Hotel Montréal Aéroport.  Watch the Newsletter and our web site for further details.




November 18th, 2009

Risk Management / Business continuity

Barry Mooney, Director of Training (BSI)

January 20th, 2010

Networking - ASQ 60th Anniversary

To be determined

February 17th, 2010

Pharmaceutical GXP

To be determined

March 17th, 2010


To be determined

April 21, 2010

Change management

To be determined

May 19th, 2010

Supply Chain Management

To be determined

July 2010

2010 Sections 404 and 401 Golf Tournament 

Our backup subjects are: Healthcare system, New technologies in Quality, Motivation and Other aspects of Cost of quality.

Give me your feedback by e-mail

Welcome to our new members

Rosa Amodeo, Nicholas Blahuta, Khaled T. Khattab and Houman Mehrabadi

Sustaining Members

ASQ Montreal Section thanks our
Sustaining Members:

Bombardier Aerospace


S. C. Johnson A Family Company

Other ASQ event / autre événement de l'ASQ

Prochaine activité de la section Montréal Francophone 404 : 

Bombardier aéronautique - visite d’une cellule d’assemblage CL-605 le 29 octobre à 18h15

Centre Administratif de Bombardier Aéronautique 400, chemin de la Côte-Vertu Ouest Dorval (Québec) H4S 1Y9  

Pour plus d'information visitez le  www.asq0404.org/activites/calendrier.jsp.

ISO 27001 Standard Keeps Information Systems Security in Check

One of our leadership team member, Sam Weissfelner AIEA, ASQ CSQE, CQA, invites you to read this article about ISO27001, where Accreditation News spoke to Bridge Point Communications and Fujitsu Australia about the challenges and benefits of this certification.

Information Security Management System (ISMS) standard ISO 27001 specifies the requirements and processes that enable an organisation to establish, manage and maintain an effective information management system using a continual improvement approach.

Full article

ASQ News

Food Safety Experts Wanted for ASQ Advocacy Initiatives
As part of its advocacy work, ASQ is working with ANAB/ACLASS on food safety legislative initiatives. These initiatives aim to ensure that proposed food safety legislation contains provisions to acknowledge and encourage the role of accredited third-party conformity assessment in enhancing food safety.

If you have experience in the areas of food quality and international quality management systems standards and you are interested in getting involved in this work, contact Michelle Mason at ASQ headquarters (mmason@asq.org).

Free Webinar Series Explores How Quality Tools Apply to Healthcare 
ASQ is offering members a new, free webinar every month that explores how quality tools and methodologies can be applied to healthcare issues such as patient safety, error reduction, cost reduction, and efficiency. With the healthcare industry currently looking for quality professionals, this may be an opportunity for your members to learn how their quality skills can be used in the healthcare market. Click here to view archived webinars or see what's coming up.

ASQ Montreal Section Education Program 2009-2010

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 meeting is tentatively scheduled for :

2009-11-04,  2010-01-06,  2010-02-03, 2010-03-03,  2010-04-07, 2010-05-05 and 2010-06-02

Consult the List of Your Executive for 2009-2010 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

Please visit www.asqmontreal.qc.ca/Certification/Exmdates.html for exams dates.

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 .


Please send us your comments about the ASQ Montreal Section 0401 E-Newsletter (topics, layout, length, etc.).  Do you want to contribute an article (English or French) or a good idea ?
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The ASQ Montreal Section 0401 Newsletter is prepared by and published for its members.
Section postal address: 11, La Fleur, Lasalle, Québec, H8R 3G4.
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
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