September 2012 (Volume 62 - Issue 6)
objective: To increase awareness,
interest, and involvement in Section activities and quality-related
|11 - Other ASQ Events||
|7 - The Interview Corner||14 - Executive Committee Meetings & Officers|
join us on September 19th to hear our guest speaker present
of the Shainin System.
Chris Psinas is a Senior Manager in Business Transformation at Air Canada. His current mandate is to lead Air Canada's Operational Excellence program, including culture change, deploying Shainin problem solving and continuous improvement methods and systems, and leading Lean Manufacturing initiatives in airport operations.
Chris has over 20 years of experience in operations, manufacturing, supply chain and quality assurance for small/mediumsized companies, as well as large multinational organizations including: Denso (Toyota), Chrysler, General Motors, ABB and Alstom. He obtained his Mechanical Engineering degree from Concordia University in Montreal in 1993.
Cost: ASQ Members ($40), Non-Members ($50)
Supper and Parking are included.
your business cards and be ready to
By Michael Bournazian, Eng., Newsletter Editor
As I noted in the May 2012 newsletter, I was going to miss the this year’s annual ASQ golf tournament due to an already planned long weekend in Saratoga Springs, New York. The plan did include playing golf in the area, and for this, I had to research the local area courses and then make the appropriate reservations. This exercise alone turned into a lesson in customer satisfaction.
You may remember my article from the November 2011 newsletter, detailing my experience in purchasing a new car after having my previous one totalled in an accident. I had concluded that the quality of the customer service that I received on all fronts exceeded my expectations, and therefore resulted in me having a better overall experience in purchasing the new car and dealing with the insurance company.
Flash forward to July 2012 and here I am on the phone calling up golf courses in the Saratoga Springs area to try and reserve tee-times. The first 2 calls resulted in me talking with people who either could not properly explain to me the different costs of playing at different times, or could just not be understood given their strong, unintelligible accents. Frustrated after only calling 2 courses (and 2 of the nicer and well-known ones in the area, I might add), I gave up for the day and decided to try again the following evening.
Result: customer satisfaction was not achieved.
The following evening’s attempts were polar opposite in terms of outcome. The 2 courses I called resulted in me being treated like a valued guest: questions regarding cost, directions to the courses and the scheduling of tee-times were all handled professionally and effectively. And in the end, I played one course on the Saturday and one on the Sunday , and had fun doing so.
Result: customer satisfaction was achieved.
I will repeat verbatim what I wrote in my November 2011 article: “It's hard to be perfect, impossible in fact. But whether your customer is your boss, the purchaser of your product or your spouse, the effort one puts into providing a better than expected service will more often than not pay off in the end, in my opinion. So always strive to give the best quality service to your customers”.
P.S. Don’t ask me how I played :-)
It is the start of the 2012 - 2013 season of activities and the executive like all quality professionals use the PDCA cycle.
This week the executive planned our objectives for this year’s activities in the form of a business plan. ASQ requires the submission of a business plan each year with an improvement over the last year’s plan. Our proposed improvement for this year is the letter C, CHECK. This where you, the members, do your part, and what the executive would like to CHECK is your feedback/comments. Anything you would care to share, subjects for events, how to improve communications, etc. The website is always open and executive contacts are available so we can be reached.
During your busy quality lives or when you are having a bit of quality time, share a moment and a thought with your ASQ family. Hope to hear from you soon or see you at one of our events: we can CHECK things there too! After all a good letter C makes a much better letter A.
By Eric Stern, ASQ Senior Member, CQA, Publicity co-chair
Had you come . . . to the Golf Tournament
It seems like a good idea to follow up the golf tournament with a short dialog on a quality related subject. The idea was to repeat an exercise that had been successful with a younger audience in a different occasion. Identification of tools, agreement on the needs of the clients, demonstration of the value of choosing the priority of quality projects based on their importance, the limitations of work instructions without their explicit rationale, and the value of the constructive dialog in solving problems were presented by Raymond Dyer interactively with the audience. The fact that the speaker, Raymond Dyer, gave me a ride to the site and back caused a potential conflict of interest that I try to keep at a minimum
My own limitations affected my experience and opinions. My hearing is not what it used to be and noise that others don’t even perceive makes me anxious and nervous. In this case I could focus less on the presentation and the response of the audience while worrying about my ability to filter out the relevant information. I found myself also overanalyzing the stated problems and therefore being slow in coming up with the “obvious” solutions. While a short conversation on an interesting subject can bring the audience together, some seemed to prefer to compartmentalize the fun of golf and meeting friends and possibly advance their business relationships. The lack of the traditional survey at the end of the event is consistent with this impression of mine.
At the end I was too tired to verify whether my opinion is shared by others. The drawing of prizes and related photo opportunities took another portion of our time and my energy. Made me think of the distinction between the special cause of good golf players and the common cause of picking winning numbers out of the hat; I won an umbrella without even playing. But I did reconnect with a number of old friends.
P.S. Participants in the golf tournament looked quite happy; the weather had been optimal.
Eric Stern, CQA, senior member, publicity co-chair, developmental coach and consultant at Expertech CMSC, expressing his own opinions.
For networking with local quality professionals explore these groups: http://tech.groups.yahoo.com/group/Quality_Montreal/ http://www.linkedin.com/groups?gid=90170
By Raymond E. Dyer, ASQ Senior Member, CMQ/OE, CQA, Voice of the Customer & Historian
By Kostya Polinkevych, CSQE, ASQ Senior Member
Update on the 2012 Survey
Three more survey results trickled in since my last newsletter article, so now it's 43 out of 348 members that started the May 2012 online section survey, but only 29 that completed it.
For the question "Overall, how satisfied are you with your membership in ASQ Montreal Section 0401?", of the 26 members that answered: none said "Not at all", none said "Not very", 2 said "Somewhat", 10 said "Mostly", 12 said "Very", 2 said "Don't know", and none said "No comment". We agreed to measure our member satisfaction as (0.25 x # of “Not very” + 0.5 x # of “Somewhat” + 0.75 x # of “Mostly” + # of “Very”) divided by (# of responses - # of “Don’t know” - # of “No comment”). That would make it (0.25 x 0 + 0.5 x 2 + 0.75 x 10 + 12)/(26-2) = 85.4%.
We also agreed to measure our member level of interest as (# of responses to “Satisfaction” question - # of “Don’t know” - # of “No comment”) divided by (# of responses to “Satisfaction” question). That would make it (26 – 2 – 0)/(26) = 92.3%.
As indicated last article, we’ll continue to take whatever feedback you give to do the best we can and provide you, our members, a Quality service. Future articles will share some of the survey learnings. Meanwhile, thanks to those of you that responded and please don't wait for a survey to give us your feedback!
We unfortunately do not have a new interview to present in this month's Newsletter. Please check back here in October.
By Sukhvinder S. Jutla, 2012-13 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 Sheraton Montreal Airport Hotel. Watch the Newsletter and our web site for further details.
To register for any event of for more information on events please contact: Sukhvinder Jutla at (450) 647-8092 or e-mail at Sukhvinder.Jutla@pwc.ca.
Flor Marlene Diaz
Alfred John Chellanthara
Serge Foffe Saamago
ASQ Montreal Section thanks our Sustaining (Site) Members:
ASQ Montreal Universities Student Chapter (Thursday, September 13, 2012)
The Student Chapter is back in session and will be holding their next event on Thursday, September 13, 2012. Their guest speaker will be Mr. Mutair Kadiri of Honeywell Aerospace, who will discuss the application of Six Sigma tools in supplier development. Click HERE to view the complete event information.
October 2012: a RSVP with pre-registration is required to attend this event.
ASQ CONFERENCE AND MENTORING EVENT
October 18, 2012
HEC MONTREAL, 3000, chemin de la Côte-Sainte-Catherine Montréal, Québec, Canada H3T 2A7) Price for each event: $10 (pre-registration), $20 (at the door for each event). This is a two part event. The price is $10 for the conference event and $10 for the mentoring event. The combined price of $20 covers registration for both events.
The event is divided into two parts: the first event would be the conference event starting at 2 PM. The event will feature esteemed speakers who have an extensive experience in the field of quality (Blackbelts and Master Blackbelts). The second part of the event features a Mentoring event, a very popular event, where you can have interaction with the Mentors and ask as many questions as you wish. It is an annual event and you do not want to miss both of these events. The mentoring event is open to "new ASQ members" and/or "student" members.
As space is limited, a pre-registration is required. Space is available on First-come-first-serve basis. Please send your RSVP to Rajesh-Kumar Tyagi via email indicating your ASQ membership number before October 11, 2012.
Please visit the Student Chapter website here for more information about upcoming events and much more.
ASQ Denver Section 1300 (February 6-9, 2013)The ASQ Denver, Colorado section will be holding the Rocky Mountain Quality Conference, at the Arvada Center for the Performing Arts in Denver, Colorado, from February 6-9, 2013. Information about this conference can be found on the section's website!
Flagship Magazine Is Going Digital
Process Improvement to Help the Community - Quality for Life™
to Recognize Outstanding Leadership
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, firstname.lastname@example.org
Section Executive Committee (Leadership Team) Meetings are held at different locations, starting at 6 PM. The next regular meeting is tentatively scheduled for :
October 3, 2012
Consult the List of Your Executive
. . . ADVANCE TO SENIOR MEMBER
Why not demonstrate your professional growth and accomplishments in the quality profession by becoming an ASQ Senior Member. You will receive recognition from ASQ, additional benefits, and the opportunity of being nominated to the grade of Fellow Member, if you qualify. Go onto your profile at www.asq.org to complete the application on-line. You can also download the application from www.asq.org. Or you may phone 1-800-248-1946 and request that an application be mailed to you. Apply today either by phone or on-line and get the recognition and benefits you deserve.
Unemployed ASQ members receive a discount on their membership dues based on consecutive years of membership.
NOTE: The following links require that you be logged into your account before you try to activate them.
Download the 2011/2012 Unemployment
Application (July 2012–June 2013 Membership Groups) (DOC, 101 KB)
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