Welcome to Toronto!

September 7 – 8, 2017
The 9th Canadian Quality Congress
You don’t want to miss it!

Update: The final technical program is available here.

2017 Theme

Quality and Innovation in the 21st Century

Take Advantage of Group Discounts and the Early Bird

Click here to register today!

  • Early Bird: save $50, before August 15.
  • Group of 3 or more: save $200 each.
  • Group of 10 or more: save $250 each.
  • Group of 20 or more: save $300 each.
  • Students pay only $150 (with a valid id.) No deadline.

This Year’s Keynote Speakers

Dr. Don Berwick, MD

Founding CEO, Institute for Healthcare Improvement and Former Administrator, Centers for Medicare and Medicaid Services, US Federal Agency that serves over 100 million people in America.

Known around the world for his many visionary and famous work in quality improvement initiatives, he is the recipient of many awards including the recognition of “Honorary Knight Commander of the British Empire” given by Her Majesty, Queen Elizabeth II.

Era Three in Healthcare Quality

As health care improvement efforts grow, two major theories of what create excellence compete with each other. One is rooted in the deep history of medicine, relying on professionalism and the dedication of individual clinicians. A second, newer, assume that scrutiny, accountability, and incentives are the keys for change. Neither is up to the task of thorough design and redesign that health care needs. This lecture will explore a “third way” to quality, far more deeply grounded in proper science and evidence.

Photo-Sister Mary-Color-08-Navy

Sister Mary Jean Ryan

A Nun, a Nurse, a former CEO and Chair of the Board of SSM Health Care, in St. Louis, MO

She is the voice of leadership in healthcare around the world. Named one of the top 25 Most Influential Women in Business and one of America’s most powerful people in the healthcare field, her organization was the first health care organization to win the coveted Malcolm Baldrige National Quality Award in the United States.

Service Quality in Healthcare

Service quality is more than a kindly act. She will talk about many ways we serve, both in large and small ways, and how that service can heal in the broadest sense body, mind and spirit. No one can afford to miss this thought provoking and next-frontier talk by some one so qualified!


Gary Coles

Senior Vice-President, Administration, Group Insurance, Industrial Alliance

Gary Coles is currently Senior Vice-President, Group Administration at iA Financial Group. He is responsible for all strategic and operational aspects of the life and disability claims, health and dental claims, call centre and plan administration teams. Based in Toronto, he oversees major service centres in Montreal and in Toronto. He has previously occupied similar roles in iA’s Individual Insurance division as well as Information Technology senior leadership position. Gary is chairman of iA’s Lean Steering Committee in Toronto and is a member of iA’s Digital Strategy team.

Using Lean Methodology for Success in the Digital World

Gary Coles will be presenting a case study with concrete examples of an improvement journey in the operations of the Group Insurance Division of Industrial Alliance Financial Group. The before and the after story will be described in a fascinating manner to show the linking of the results achieved through the use lean methodology and furthermore how it was applied via modern age digital technology and what tangible gains it brought to the clients and the company. A video that will tell the story in a visual way.

Anne Snowdon Photo

Dr. Anne Snowdon

Professor, Strategy and Entrepreneurship, Academic Chair, World Health Innovation Network (WIN), Odette School of Business

Dr. Anne Snowdon is a professor and Academic Chair of the World Health Innovation Network (WIN), and Scientific Director and CEO of SCAN Health, a Networks of Centres of Excellence International Knowledge Translation Platform located at the University of Windsor’s Odette School of Business.

Innovation as a Strategy to Strengthen Quality in Health Systems

This presentation will explore the key quality challenges that health systems are currently experiencing locally and globally and discuss current trends in the global health innovation agenda. Challenges and opportunities on how innovation can advance and strengthen quality improvement for global health systems will be discussed.

Announcing A New Publication

Selected papers from the 8th Canadian Quality Congress have been published in the Business Process Management Journal, Volume 23, No. 4. Click here to see them or click here for an editorial by Dr. Madhav Sinha. Check out all of our publications here.

Focus Areas

  • Comparing successes from the manufacturing industry
  • Role of governance and leadership
  • Performance measurement
  • Applying Systems thinking
  • Engaging patients and family members in the healthcare system
  • Using Six Sigma and lean management
  • Knowledge management
  • Quality and innovation in healthcare, governance, education, and service industries.

A Big Thank You

Thank you to all sponsors, exhibitors, and participants including the foreign delegates from 14 countries from around the world who attended the 8th Canadian Quality Congress held at the McGill University in Montreal.

A Brand New Collaboration

We are proud to announce the signing of a Memorandum of Agreement with the Mouvement québécois de la qualité and CSQ for mutual cooperation and collaboration opportunities between the two organisations.

A Brand New Journal

A brand new journal has been published, Business Process Management Journal, Vol. 22, No. 5, 2016 (ISSN 1463-7154) by Emerald Publishers (UK) consisting of selected papers from the 7th Canadian Quality Congress that was held last year in Edmonton, University of Alberta, Canada. For a preview and contents, click here.

Sponsorship and Exhibitor Opportunities Available

Contact us for details.

Have fun and excitement, meet quality experts, visit exhibits, enjoy international networking opportunities, take a tour of the city of Toronto for its beautiful landmarks, enjoy the gala dinner, entertainment and more!

Canadian Society for Quality


To be the catalyst organization in Canada that invites quality practitioners, organizations, and associations to pool their collective research and knowledge in the relentless pursuit of performance excellence.


To share quality improvement related research and knowledge with practitioners and to strengthen their understanding of quality tools and techniques and the resulting impact on work processes and organizational excellence.

Leadership opportunities and collaborations

There are ample opportunities to join in at the local and province-wide level, in different committees and chapters, for networking with your peers and industry-wide experts in quality and innovation. Contact us for details.

CSQ also collaborates with other Canadian and international associations, societies and organizations to further extend the message of quality improvement principles and practices to build a network of knowledge benefiting quality of life for citizens at-large.

Become a writer for CSQ’s newsletter, blog, and magazine

The goal is to inform members and readers of the key developments and activities taking place in Canada and elsewhere. You will enjoy plenty of marketing opportunities as well via links, logos and advertising spots in our newsletters, magazine and targeted email campaigns. Contact us for details.

Call for Hosting Next Year’s 2018 Congress

If you or your organization would like to take an active part in promoting quality and innovation in Canada, consider hosting the next CQC.


Congratulations to all 2016 CSQ award winners! Click here for more.