The Hamilton Section of the American Society for Quality



November 2006

Newsletter Editor -
Adam Kossowski



DATE:  Thursday, November 23, 2006


Location:   The Plainsman Restaurant, Hwy. 5,  3 km west of Hwy. 6, Dundas
(See map below)


6:00 pm Cash Bar, Networking and Registration
7:00 pm Buffet Dinner (optional) - charge $25

8:00 pm

Presentation - No charge

Non-member guests are welcome

Message From The Chair

On behalf of the ASQ Section 400 executive, I welcome you to our 2006-2007 season of programming.  Barely six weeks ago, we had our first meeting and we are now fast approaching our third.   My how “tempus fugit”!  

Although our first two meetings had an automotive theme to them (layered audits, turtle diagrams), our members found that the strategy of using hierarchical audits from top floor to shop floor and the implementation of process flow charts and diagrams to help define processes at risk can be applied to any company, including their own, to improve quality.

Our November meeting has a definite healthcare services and customer (patient) satisfaction flavour to it but, as everyone who has ever had to face a customer knows, we are all in the customer care and customer service business.  Our featured presenters are from Hamilton Health Sciences and their QUEST for Quality project team has been coached by none other than our very own longstanding member,  Dr. Charles (Charlie) Goldsmith.

You can read about this team’s six CQI projects and Lessons Learned in the March 2006 issue of Quality Progress or, better yet, you can hear about it from members of the team themselves on Thursday, November 23rd. 

I know that we can all learn how to better improve our project management and customer service capabilities.

Looking forward to seeing you soon,

Olga Delvecchio

ASQ Canada Section 400

Continuous Improvement for Emergency Departments

The challenge of quality improvement work within the reality of overcrowded emergency departments with limited resources is not new.  The role of the quality facilitator can provide the resources needed to plan, organize and move forward quality initiatives in the Emergency Department within these constraints. 

We examine one successful strategy in a Canadian multi-site teaching hospital that used quality facilitators in the Emergency Department for six quality improvement projects.  An experiential learning strategy for quality improvement principles was used. Leadership support and commitment were instrumental in this success.  

Several recommendations are discussed to ensure sustainability.  As well, discussion of the direction of current QI work that has included using rapid test of change methodology and simulation will be presented. Quality facilitation can provide a successful strategy for quality improvement initiatives in busy and resource strapped healthcare organizations.

Speaker: Rosanne Zimmerman, Patient Safety Specialist,

Hamilton Health Sciences

Rosanne has been a registered nurse at HHS since 1983.  Rosanne holds a Bachelor of Health Science of Nursing degree as well as a Master of Education degree. Since September 2004, Rosanne has had an integral part in the development of the patient safety program and culture within the organization. 

Rosanne previously worked as a quality facilitator and clinical resource reviewer.  She has 12 years of clinical experience predominantly in the Emergency Department, which included roles as a front line clinician and educator, as well as 5 years on the medical clinical teaching unit.  Rosanne teaches undergraduate nursing, as well as part of the critical care nursing certification program.




Meeting Location:

Plainsman Restaurant
#261 Highway 5,

3 km west of Hwy. 6

Please use this web poll to confirm dinner attendance by noon on November 17, 2006


For more information please contact
Olga Delvecchio at:


Jobs and Ads Web Page

Check out our Jobs & Ads web page - link on side bar - for employment opportunities in the quality field.  
ASQ Hamilton members seeking employment or a career change can also have their resumes posted in the Classified section of our Jobs and Ads web page. There is no charge for this service to our members. Resumes (MS Word preferred) should be sent to the section Secretary at

Other Upcoming Events


Location Date Details:

Effective Corrective Action – David Barber, Omnex Canada

ASQ Toronto

Jan 10, 2007

The Quality Airplane - Failure Analysis Takes Flight
- Roxane C. Beyette, QA Coordinator, Gerdau Ameristeel Corporation

ASQ Hamilton

Jan 25, 2007

See January Newsletter


2006 Recipients of the Prestigious Canada Awards for Excellence

The Order of Excellence Award, the highest level of recognition and presented by the National Quality Institute applies to those organizations that wish to retain a CAE Trophy (Gold Level), or the NQI PEP® Level 4 certification. To receive the Order of Excellence, organizations must ensure the solidification of past successes, for which NQI and/or CAE certification/recognition has been requested. These organizations have successfully maintained a focus on excellence over the long term.

In 2006, the Order of Excellence Award recipients are:

§ Diversicare Canada Management Services Co., Inc., Mississauga, ON
§ Homewood Health Centre, Guelph, ON

Canada Awards for Excellence (CAE) Quality Award

The Quality Award, presented by Watson Wyatt Worldwide, is based on the Canadian Framework for Excellence which is used by numerous organizations as a management model for continuous improvement and achievement of great operational results.

To receive the CAE Gold Trophy, organizations must have fully met NQI’s Quality Criteria with documented overall achievements and results. To receive Bronze and Silver recognition, organizations must be at the equivalent of Level 3 of one of NQI’s Progressive Excellence Programs (NQI PEP®). The Progressive Excellence Programs are a target-driven, incremental approach to applying excellence criteria.

In 2006, the Quality Award recipients are:

§ Calian Technologies, Ottawa, ON – Gold Trophy
§ Department of National Defence – Formation Construction Engineering,
Halifax, NS – Gold Trophy
§ Region of Peel, Brampton, ON – Gold Trophy
§ Alberta Government:
• Alberta Health and Wellness – Client Services Branch, Edmonton, AB – Silver Award
• Alberta Personnel Administration Office - Building A Strong Public Service, Edmonton, AB – Silver Award
§ City of Kamloops, Kamloops, BC – Silver Award
§ Hill & Knowlton Canada Ltd., Toronto, ON – Silver Award
§ Ministry of Natural Resources – Ontario Parks Branch., Peterborough, ON – Silver Award
§ Ricoh Canada Inc., Mississauga, ON – Silver Award
§ Saskatchewan Trade & Exports Partnership, Regina, SK – Silver Award
§ Toronto Transit Commission - Information Technology Services Department ., Toronto, ON – Silver Award
§ Alberta Government:
• Alberta Education - Learning Technologies Branch, Barrhead, AB – Bronze Award
• Alberta Sustainable Resource Development - Hinton Training Centre – Hinton, AB – Bronze Award
§ Industrial Accident Prevention Association, Mississauga, ON – Bronze Award

Canada Awards for Excellence (CAE) Healthy Workplace Award

The Healthy Workplace Award, presented by Great-West Life, London Life and Canada Life is based on the criteria of the Canadian Healthy Workplace Criteria developed by NQI in partnership with Health Canada and in association with professionals from the health and wellness sector.

In 2006, the Healthy Workplace Award recipients are:

§ College of Physicians and Surgeons of Nova Scotia, Halifax, NS – Gold Trophy
§ Pfizer Consumer Healthcare, Markham, ON – Gold Trophy
§ Calian Technologies, Ottawa, ON – Silver Award

Canada Awards for Excellence (CAE) Organizational Quality and Wellness: Health Care

This new award, the Organizational Quality and Wellness Award: Health Care, presented by the National Quality Institute, is based on a comprehensive quality and wellness criteria modeled after the Canadian Quality Criteria for the Public Sector and the Canadian Healthy Workplace Criteria.

In 2006, the Organizational Quality and Wellness Award: Health Care recipient is:

§ Toronto East General Hospital, Toronto, ON – Silver Award

Canada Awards for Excellence (CAE) Education Award

The Education Award, presented by Xerox Canada, is based on comprehensive quality criteria modeled after the Canadian Excellence in Education progressive program. Schools at the third level are eligible to receive the CAE Education Bronze or Silver Award, while schools at the fourth level are eligible for Gold.

In 2006, the Education Award recipient is:

§ Vincent Massey Public School, Ottawa, ON – Gold Trophy

 National Quality Institute (NQI) is the national steward organization for the annual Canada Awards for Excellence. 
For more information on NQI, go to

Electronic Version of Hamilton Section Newsletter  

The ASQ Hamilton Section Newsletter will be sent electronically to those members 
who have agreed to receive Section information by e-mail. 

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Recently, many e-mail messages with our newsletter sent to members were returned undeliverable.