La Crosse - Winona. Section Newsletter. November 2005 November Meeting: Speaker Keith Butler, Emergency Management Coordinator for LaCrosse County

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1 La Crosse - Winona Section Newsletter Reminder: Newsletter Delivery If you have provided ASQ with an address, but have not opted-in to receive section , starting in November you will no longer receive the section newsletter electronically. If you wish to continue this service, or want to verify that you have opted to receive section , please visit the ASQ website at: or the newsletter editor at: lynn.keller@bench.com If you have opted not to receive section , starting in November you will be sent a postcard notifying you that an electronic copy of the newsletter is available on the section website. Quotes: Man is a stubborn seeker of meaning. - John W. Gardner Page 1 November 2005 November Meeting: Speaker Keith Butler, Emergency Management Coordinator for LaCrosse County Location: Days Inn - French Island 101 Sky Harbor Drive / I-90 & Airport Exit #2, La Crosse, WI When: Tuesday, November 15, 5:30pm Phone: (608) In the wake of the recent Hurricane Katrina disaster, there were some respondents to the section survey who felt it would be interesting to have a discussion on improvements to quality and responsiveness of disaster relief services. La Crosse County Emergency Management Coordinator Keith Butler will present information on what the La Crosse County Local Emergency Planning Committee (LEPC) and other government agencies are doing to prevent interruption of government-provided services and prepare for catastrophe relief. For information on the scope of LEPC services, visit: 5:30 networking 6:00 dinner 7:00 speaker Cost: $15/members and guests, $8 students with ID. RSVP by responding to the Evite, or contact Aimee Siegler at Error of opinion may be tolerated where reason is left free to combat it. - Thomas Jefferson Upcoming Events for the Year The following is a list of tentative upcoming events for the year. Meetings will be held on the 3rd Tuesday of each month, unless otherwise noted. December January February 21 March 21 April May 23 TBD Joint meeting with APICS TUV - Managing Your Registration Process Statistics Presentation Spring Conference May/June year-end meeting

2 La-Crosse - Winona Section Newsletter November 2005 page 2 Letter From the Chair On October 16 18th, I had the opportunity to attend the Member Value Leadership Summit in Milwaukee, WI. There I got to work with 174 other member leaders representing sections and divisions from across the country and around the world. I wanted to include some of the highlights from the meeting a synopsis provided by ASQ can be found on our section website at First I would like to talk about the tools we used. If you have never had the chance to participate in a Quality Café, picture a conversation you might have at a European Café (if like me, you haven t been there, you may have to work hard!). Then, speed it up, and change tables often. It gave the group a chance to meet and interact with many different people, and exchange many ideas. While not all of the conversations really focused on the assigned topic, each round gave us an opportunity to learn from each other. We had the opportunity to record our thoughts on the tables and walls, and vote on the issues that were important to us (using affinity analysis). Also, there was a graphic recorder present, listening to what we were saying and highlighting the important points in a graphical representation. Second, I would like to talk about the participants. Section leadership from the majority of the sections in our region was present, and after the Monday night dinner, we had a separate region meeting, where we talked about the things that work for us. Jerry Mariani, the current ASQ president was present, as well as Paul Borawski, the Executive Director and Chief Strategic Officer. Attendees included National Directors, Regional Directors, section leaders and region leaders. Finally, I will tell you about the topics covered. We started with a review of the data available on association membership in general, and information specific to ASQ. Unfortunately, one of the things we learned was that responses to ASQ surveys were very low. The response rate to our own survey was much higher than the rate of response to HQ. It is hard to draw conclusions because of that. One clear direction that came out of the discussion is that ASQ needs to focus on how to deliver education to members with low or no cost models. This was perceived as the best was to add member value. As a section leader, I am committed to working to increase member value. I know what I expect from my ASQ membership and involvement at the local and regional level, but I also believe that each of us has very different expectations of their membership. One of the things that we need to know in order to do lead well is continue to understand what our members need. I encourage each of you to contact a board member, and let us know how we are meeting your needs. If we need to do something differently or better, we will only know if you tell us. If you have not returned your survey, we will review any data we receive, regardless of when it is received. While we can t do everything this year, we will do as much as we can, and include some of the ideas that don t fit into the meetings as part of our section conference this year. Regards, Summary: 14th Annual Service Quality Conference One of our members, Dave Jensen, head of Quality at Fort McCoy for VT Griffin, was able to attend the 14th Annual Service Quality Conference. He has kindly provided us with the following conference summary: Where: Atlanta, Georgia When: October 17-18, 2005 continued

3 La-Crosse - Winona Section Newsletter November 2005 page3 Key Note Speakers: Joseph DeFeo, Juran Institute o Leveraging innovation in service quality; creating a breakthrough in adaptability Frans Johansson, Author The Medici Effect: Breakthrough Insights at the Intersection of Ideas, Concepts, and Cultures o When divergent disciplines meet at the intersection interesting and dynamic innovations can be fostered. (the Medici family gathered artists, scientists, poets, philosophers, architects in Florence to forge a new world based on new ideas-called the Renaissance) Paige Lillard, Turner Broadcasting System, Inc. o Energizing employees to deliver service excellence The service quality conference was a thought provoking event and a great opportunity to network with service quality professionals both nationally and internationally (South Korea, Australia, Peru, Chile, Columbia, and Israel were represented). The service industry now employs up to two-thirds of America s workforce and there is a tremendous need to utilize Quality and Quality concepts to leverage excellence in the service sector. There were many workshops offered with subjects including: Customer focus strategies Innovations in using Lean Six Sigma, CMM, CMMI, SPC, ISO, and the Baldridge criteria to ensure quality Service process metrics-not as difficult as you think DMAIC Kaizen: accelerating Process Improvement How to talk so CEOs listen-demonstrating the RIO of quality Improving service quality using data analysis and predictive indicators Implementing traditional quality tools in the service based organization There were many conversations about process improvement, process auditing, and improving the metrics we measure in service quality to give more meaning to upper management. We especially need to pay attention to the ROI and accurately measure the business drivers that are important to the organization s bottom line. Dave Jensen is the head of Quality at Fort McCoy for VT Griffin, an independent DOD service contract company based in Atlanta Georgia. They are responsible for performing DPW, Roads & Grounds, and Vehicle maintenance as well Supply, Transportation and MOB/DEMOB logistics to support the mission of the US Army at Fort McCoy. The mission also includes performing maintenance at Army reserve centers in an eight state area served by Fort McCoy. The Quality department is responsible for maintaining ISO and ensuring that the contract with the government is being met. Call to Action - Baldrige for Non-Profit Hello ASQ Sections: This is the follow up to my Call to action message, in which I promised to send you a sample letter to use in support of the Baldrige nonprofit category. That letter is attached on the next page. Please: 1. Use the sample letter to contact your legislators in support of the Baldrige nonprofit category. 2. Forward the sample letter to your members so they can also contact their legislators. 3. Copy Amy Kimball of Seller Associates at akimball@selleryinc.com or telefax continued

4 La-Crosse - Winona Section Newsletter November 2005 page 4 If you have any questions, contact John Ryan at ASQ headquarters (Telephone ext or e- mail jryan@asq.org), or me at the number below. Best Regards, Clay Hodges ASQ SAC Chair / ASQ Regional Director Region 11 Pager: Tel: Ext 170 Fax: ch01ch@cs.com SAMPLE LETTER: You are welcome to copy the following sample letter onto your letterhead and write to your senator or representative to encourage him or her to support funding for the non-profit category of the Malcolm Baldrige National Quality Award program. You may use the letter as is, or modify it to include insights from your own experience that might be useful in convincing your senator or congressman to support the funding request. Please contact ASQ s Washington consultant, Amy Kimball (akimball@selleryinc.com) with any questions and please her a copy of the letter(s) you send. Thank you for your help! [date] The Honorable (full name) OR The Honorable (full name) United States Senate United States House of Representatives Washington DC Washington DC Dear Senator (Congressman) (last name) : Last year, the U.S. Congress authorized the non-profit category of the Malcolm Baldrige National Quality Award (MBNQA) at the National Institute of Standards and Technology (NIST). I want to thank you for your help in establishing this new category, making Baldrige truly a national award that now has the potential to include every segment of our economy. As Congress moves forward on the conference for the Science, State, Justice, and Commerce appropriations bill, I am writing now to ask you to take the next step by supporting an increase of $1.5 million for the NIST FY 2006 budget to accommodate this new category. The Senate included this funding but the House did not, so it is important that the conferees agree to this much-needed increase in the NIST budget. Created by Public Law in 1987, the MBNQA program provides global leadership in promoting performance excellence practices within the sectors of Business, Education and Health Care. There are three basic types of non-profit organizations that up to this time have not been eligible: Federal, State and Local government; independent sector, private, nonprofit organizations including trade and professional associations; and private quasi-public organizations created by legislative authority such as public utilities and credit unions. These organizations represent a significant part of the U.S. economy and are currently unable to benefit from the assessment and feedback that are a critical part of the Baldrige Award process. If the Congress approves the funding at the level contained in the Senate bill, these organizations for the first time will be able to reap the benefits that Baldrige offers to other organizations. The Baldrige office at NIST needs the full $1.5 million to launch this new category. If the Baldrige office receives less than the $1.5 million, it may very well go to other programs at NIST since it won t be enough to start up the non-profit category activities. continued

5 La-Crosse - Winona Section Newsletter November 2005 page 5 The Baldrige program is successful public/private partnership, with private sector support that surpasses the federal funding. These private-sector supporters are pledged to continue their support for the new non-profit category. I appreciate your consideration of this vitally important matter. Sincerely, [your name] [your company, if appropriate] [your address] La Crosse - Winona Section Board ASQ Section 1216 CHAIR, PROGRAM CHAIR Aimee Siegler aimee.siegler@bench.com VICE CHAIR, CHAIR ELECT, NOMINATING AND EXAMINING Dan Rand Winona State University drand@winona.edu TREASURER AND MEMBERSHIP CHAIR Scott Braaten sbraaten@trane.com SECRETARY Randy DeGier redgier@trane.com ARRANGEMENTS Ken Rupp Chart Heat Exchangers (fax) ken.rupp@chart-ind.com PLACEMENT CHAIR Jack Gerson (fax) jack.gerson@bench.com NEWSLETTER EDITOR Lynn Keller lynn.keller@bench.com PUBLICITY CHAIR Leanne Kasper leanne.kasper@bench.com AUDITING CHAIR Greg Ruben greg.ruben@bench.com INTERNET LIASON Denise Wermager Pemstar (fax) denise.wermager@pemstar.com CERTIFICATION CHAIR Kim Linton (fax) klinton@trane.com RECERTIFICATION CHAIR Donna Kinley MPC X (fax) dmk@mpc-inc.com EDUCATION CHAIR Curt Everson ceverson@trane.com Please check out the section website at:

La Crosse - Winona Page

La Crosse - Winona Page Section 1216 Newsletter 1 October 2012 Join Us For a Tour of Kwik Trip in La Crosse, WI October 16, 2012 @ 5:30 PM http://www.linkedin.com/grou pregistration?gid=2451778 Denise