BUILDINGBetter Performing Delivery SyStemS

Quality Institute for Healthcare ConferenceMay 18-20, 2009 • Minneapolis Convention Center • Minneapolis, MN

Daily Workshopsincluded with registration

highly focused conference, with hands-on workshops to build skills

results-driven case presentations

keynotes by nationally recognized leaders

netWorking opportunities with quality professionals across all professions

Dear Healthcare Professional,

For more than 60 years, ASQ (American Society for Quality) has been the champion of the quality movement around the world. Virtually every significant initiative of the U.S. quality movement can be traced to ASQ or its members, and the organization holds the largest body of knowledge on continuous improvement and performance excellence in the world.

In 2008, the Healthcare Division of the American Society for Quality conducted a successful Quality Institute for Healthcare (QIHC), held in conjunction with the World Conference on Quality and Improvement. The theme for the 2008 conference was Leading a Partnership Between Systems Engineering and Care Delivery Professionals. Topics included lean and Six Sigma process improvement, patient flow and queuing, value stream mapping, business operating systems, including Baldrige and ISO 9001, and predictive modeling.

Gaining inspiration from the NAE/IOM report, “Building a Better Delivery System: A New Engineering/Health Care Partnership,” the theme of this year’s conference is Building Better Performing Delivery Systems. The focus of the conference is on discovering and presenting models that improve performance in healthcare delivery. These adoptable and sustainable new models have been applied at either the micro (departmental/business unit) or macro (organization-wide/community/population) levels. This conference will provide hands-on instruction on advances and best practices in the use of system and quality engineering tools, methods, and systems to improve healthcare delivery.

Please join us for a conference that will be both interesting and highly informative for healthcare professionals at all levels of care delivery and performance improvement.

James M. Levett, MDChair, Healthcare Division

Carla Konzel, CSSBB Lean Six Sigma Facilitator, Saint Vincent Health Center, Erie, PA

Faith WhitcraftMercy Hospital, Coon Rapids, MN

Pierce Story Director of Concept Development, Jumbee, Inc., Wells, ME

David Eitel, MD, MBA Department of Emergency Medicine, Gettysburg Hospital, Gettysburg, PA

Jim Levett, MDChief Medical Officer, Physicians Clinic of Iowa, Cedar Rapids, IA

Martin D. Merry, MD, CM Adjunct Associate Clinical Professor of Health Management and Policy, School of Health and Human Services, University of New Hampshire; Partner, Dynamic Health Systems, LLC

Laura M. Kinney Organizational Effectiveness Consultant, MultiCare Health System; Chair, ASQ Seattle Section

QIHC Planning Committee

Bridge the knowledge divide that separates healthcare professionals from their partners in systems engineering.

ATTENDWhy should i

the 2009 Quality institute for Healthcare?

QIHC09 | 3TO REGISTER, VISIT http://qihc.asq.org.

QUALITy INSTITUTE FOR HEALTHCARE OVERVIEW

2009 Quality Institute for Healthcare: Focus on WorkshopsMay 18−20, 2009 • Minneapolis, MN

The Quality Institute for Healthcare features workshops that are in-depth, hands-on learning opportunities held in an interactive classroom setting. The workshops will teach you how to make sustainable changes in your organization.

Physician and nursing continuing education credits available.Short sessions and workshops have been approved by the American College of Medical Quality for AMA PRA Category 1 credit toward the American Medical Association Physician’s Recognition Award, as well as for nursing continuing education units. The American College of Medical Quality is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians. The American College of Medical Quality is accredited by the California BRN# CEP12104 to sponsor continuing education units for nurses.

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Public Health TrackThis year’s conference includes a public health track. This track is packed with information and workshops that are especially important to those working in the public health field. The highlighted sessions and workshops are specific to quality in the public health sector.

Access to World Conference on Quality and Improvement SessionsQIHC is held in conjunction with the World Conference on Quality and Improvement. By registering for QIHC, you also have access to World Conference sessions. Many World Conference sessions are valuable to those in the healthcare field. See page 11 for a listing of World Conference sessions that you may want to attend.

SUNDAy, MAy 176:30 p.m. – 8:30 p.m.Opening Reception

MONDAy, MAy 188:00 a.m. – 10:00 a.m.Opening Session and Keynote Address – Howard Behar Former President, Starbucks North America and Starbucks International

10:30 a.m. – 11:30 a.m. Short Sessions

From Good Intentions to Sustained Improvement – HCM1

Doing More With Less: Applying Lean Principles in the Emergency Department – HCM2

Achieving Performance Excellence in Hospitals Through a Blended Approach of Process Management and Service Line Management – HCM3

Understanding Patient Needs: The Key to Improving – HCM4

Public Health TrackQuality Improvement in Public Health: Introduction and Concept – HCM5

11:30 a.m. – 12:30 p.m.Lunch in Exhibit Hall 1:00 p.m. – 5:00 p.m. Workshops

Using Aviation’s Crew Resource Management and Other Tools to Reduce Errors in Healthcare – HCW1

Lean Six Sigma: A Simulated Exercise – HCW2

Resolving Intractable Quality and System Problems Within Healthcare Systems – HCW3

Mistake-Proofing for Clinical Healthcare – HCW4

Public Health TrackCase Study: Combining Community, ASQ, and Public Health – HCW5

TUESDAy, MAy 198:00 a.m. – 9:00 a.m.

Keynote Address – Jerry Greenfield Co-founder, Ben and Jerry’s Homemade, Inc.

9:15 a.m. – 10:00 a.m. Short Sessions

Addressing the Healthcare Quality Chasm – HCT1

Lean Methodology and Applications – HCT2

Computer Programs That Practice Medicine – HCT3

Public Health Track Improvement Tools for Public Health – HCT4

11:00 a.m. – Noon Short SessionsClinical Six Sigma in Outpatient Medicine: Achieving “Best in the Nation” Hypertension Results – HCT5

Back to Basics: Infrastructure for Improving Care – HCT6

Never Events: You Break It, You Buy It – HCT7

Public Health Track Community Healthcare and Public Health Initiatives – Expert Panel Discussion – HCT8

12:15 p.m. – 1:00 p.m. Lunch in Exhibit Hall

1:00 p.m. – 5:00 p.m. Workshops

Improving Patient Flow: Value Stream Management – HCW6

High Reliability Organizations in Healthcare – HCW7

Public Health Track Blending Lean and Six Sigma: It’s Not a Scare, Just a Dare! – HCW8

Implementing Baldrige Best Practices – HCW9

WEDNESDAy, MAy 208:00 a.m. – Noon Workshops

The Operational Design of the “No-Wait” ED – HCW10

Through the Looking Glass: Reviewing and Renewing Your Organization’s Commitment to Quality – HCW11

Harnessing the Energy of Perpetual Change – HCW12

Translate and Measure Customer Voices in Healthcare – HCW13

10:45 a.m. – Noon

Closing Session and Keynote Address – Wally Amos Founder, Famous Amos Cookie Company

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TO REGISTER, VISIT http://qihc.asq.org.4 | QIHC09

Opening Session and Keynote AddressHoward Behar Former President, Starbucks North America and Starbucks International8:00 a.m. – 10:00 a.m.

Short Sessions10:30 a.m. – 11:30 a.m.

HCM1 – From Good Intentions to Sustained Improvement Presenter: Marti Beltz, Marti Beltz Consulting

Description: A case study demonstrates how one specialty hospital leveraged the Six Sigma toolbox, Baldrige basics, and existing resources to significantly improve the quality and perceived value of care received by patients, all while infecting the organization with quality systems thinking.

HCM2 – Doing More With Less: Applying Lean Principles in the Emergency Department Presenters: Heather Farley, MD and Greg Buehler, MD, Christiana Care Health System

Description: Learn how one hospital’s emergency department’s fast track redesign utilized multidisciplinary teams within to apply basic lean principles to improve process and ultimately quality of care and patient satisfaction without increasing resources or space.

HCM3 – Achieving Performance Excellence in Hospitals Through a Blended Approach of Process Management and Service Line Management Presenter: J. Er Ralston, Juran Institute

Description: Organizations that have put infrastructures in place for managing key processes enhance their ability to provide better patient care with efficient use of key resources. However, even greater benefit is being achieved when the concepts of process management are blended with clinical program or service line management.

HCM4 – Understanding Patient Needs: The Key to Improving Presenters: Judith Ann Pauley, Ph.D. and Joseph F. Pauley, Process Communications, Inc.

Description: Understanding the motivational needs of patients and their communication preferences are the keys to establishing relationships and providing improved service and patient care. Participants will learn successful scientifically-proven communication and motivation strategies to enable them to establish relationships so that patients and staff will be happier and more satisfied.

PUBLIC HEALTH TRACK Quality Improvement in Public Health: Introduction and Concept – HCM5Presenters: John Moran, MBA, Ph.D., Public Health Foundation, ASQ Fellow, ASQ Quality Press Author and Leslie M. Beitsch, MD, J.D., Florida State University College of Medicine

Description: This presentation will focus on how quality improvement is being introduced to the public health (PH) sector, the tools and techniques that have proved effective, and how QI helps PH develop solutions to problems that address both those needing and those providing services. Examples highlight how the needs of internal and external customers are balanced rather than sacrificing one at the expense of the other.

Workshops1:00 p.m. – 5:00 p.m.

HCW1 – Using Aviation’s Crew Resource Management and Other Tools to Reduce Errors in Healthcare Presenters: Richard C. Karl, MD, Surgical Safety Institute and William Taggart, Surgical Safety Institute

Description: This session will use analogy, personal example, experience of using CRM in multiple healthcare settings, and expertise from other high reliability industries to persuade the healthcare audience of the value of aviation’s skill-based teamwork, communication, and supporting tools in the safe delivery of healthcare.

HCW2 – Lean Six Sigma: A Simulated Exercise Presenter: Arvind Salvekar, Ph.D., Creative Healthcare

Description: This session introduces Lean Six Sigma with an application to a simulated emergency department.

HCW3 – Resolving Intractable Quality and System Problems Within Healthcare Systems Presenters: Heather Woodward-Hagg, MS, Roudebush VA Medical Center and Peter A. Woodbridge, MD, Nebraska- Western Iowa Department of Veterans Affairs Health Care System

Description: Although the efficacy of industrial and systems engineering tools and principles to address discrete health-care quality and systems problems is well documented, institutional and systemwide transformative healthcare improvement remains largely intractable. Participants will experience a combination of didactic lectures, case studies, and hands-on exercises that demonstrate an integrated, holistic model for transformative improvement grounded in IE, systems engineering, and complexity science that has been used to effectively enable transformative change with multiple VA and non-VA healthcare systems.

HCW4 – Mistake-Proofing for Clinical Healthcare Presenter: Sam Hoskins,mistakeproofing.net

Description: Mistake-proofing, a powerful lean tool, is ideally suited for healthcare. It eliminates recurring defects by developing physical devices that make it impossible to commit the source error. Discover the basic tools to analyze and then mistake proof defects in your clinical environment.

PUBLIC HEALTH TRACK Case Study: Combining Community, ASQ, and Public Health – HCW5Presenter: Grace L. Duffy, Management and Performance Systems, ASQ Fellow, ASQ Quality Press Author

Description: Community health demands are increasing and resources are decreasing. Public health organizations are actively assessing their communities to identify talents and strengths of partners and resources available to meet the needs of the people they serve. Tap the synergy among ASQ, public health, and your local community. Join this highly interactive World Café workshop to identify processes for improvement using a personalized case study based on a five-step change and redesign model. Identify measurements aligned with organizational priorities for maximum results.

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tuesdAy may 19 QIHC short session and workshop schedule TU

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Keynote AddressJerry GreenfieldCo-founder, Ben & Jerry’s Homemade, Inc.8:00 a.m. – 9:00 a.m.

Short Sessions9:15 a.m. – 10:00 a.m.

HCT1 – Addressing the Healthcare Quality Chasm Presenters: Cynthia St. John, MD, Anderson Cancer Center and Liz youngblood, Baylor Healthcare

Description: Learn the value of implementing the Baldrige framework within a healthcare organization to drive high quality outcomes and improve financial performance. The Baldrige criteria provide a structure to help align and focus all areas of an organization with key stakeholder needs and expectations. Using examples from Baldrige recipients, we will show how the criteria can transform healthcare and address the Institute of Medicine aims.

HCT2 – Lean Methodology and Applications Presenter: Chad Vincent, Baxter Healthcare

Description: Business results, free enterprise, and other traditional economic forces continue to drive industry, organizations’ reputations, and their ability to compete effectively around the world. Discover lean’s impact on an organization’s ability to meet social responsibilities, and learn how lean can promote the practice and good citizenship beyond the “lean and green” movement.

HCT3 – Computer Programs That Practice Medicine Presenter: David Zakim, MD, Institute for Digital Medicine

Description: Unaided human cognition is inadequate for applying a clinical knowledge base too large to learn and too complex to use. We will demonstrate an IT program that solves this problem and replaces physicians in key aspects of everyday practice. The program out-performs physicians and improves the quality of care.

PUBLIC HEALTH TRACK Improvement Tools for Public Health – HCT4Presenters: Melanie Countryman, M.P.H., M.S., Dakota County Public Health, Epidemiologist/Senior Informatics Specialist and Kim McCoy, M.P.H., Principal Planning Specialist, Minnesota Department of Health

Description: Public health is institutionalizing quality improvement to

improve community health and prepare for national accreditation of health departments. This session shows how tools like root cause analysis, process mapping, and rapid cycle improvement address public health issues. Data collection and analysis demonstrate results of QI within public health.

Short Sessions11:00 a.m. – Noon

HCT5 – Clinical Six Sigma in Outpatient Medicine: Achieving “Best in the Nation” Hypertension ResultsPresenter: Robert E. Matthews, PriMed Physicians and Health First Physicians

Description: National research shows that only 30 percent of the patients with hypertension achieve the evidence-based standard blood pressure results. Two community-based, for-profit medical groups have achieved 94 percent and 83 percent success in getting patients to the proper blood pressure goal—the best results we can find in the nation—using Six Sigma. This presentation will discuss the quality, organization, leadership, and culture challenges in achieving these results.

HCT6 – Back to Basics: Infrastructure for Improving Care Presenter: Rosalie Vlahutin and Penny Wheeler, MD, Allina Hospitals & Clinics

Description: The basics, while often overlooked and undervalued, remain necessary for initiating and sustaining improvement initiatives within healthcare. Find out what distinct actions were taken to drastically improve optimal care provided to patients within the core measure populations of pneumonia, heart failure, acute myocardial infarction, and the surgical care improvement project.

HCT7 – Never Events: You Break It, You Buy It Presenter: Heather Vass, MHA, SSGB, Premier Incorporated

Description: Medicare’s list of “never events” will change the reimbursement methodologies used in the inpatient hospital setting. Learn CMS’s hospital-acquired conditions and why they were created, as well as details and strategies to employ for each condition.

PUBLIC HEALTH TRACK Community Healthcare and Public Health Initiatives – Expert Panel Discussion – HCT8 Panel: Ron Bialek, M.P.P., President, Public Health Foundation; William Riley, Ph.D.,Associate Dean, School of Public Health,

University of Minnesota; Joe Fortuna, MD, Health Focus Group, AIAG; and Kim McCoy, M.P.H., M.S., Principal Planning Specialist, Minnesota Department of Health Session Moderator: John W. Moran, Ph.D., Quality Advisor to the Public Health Foundation, ASQ Fellow, and ASQ Quality Press Author

Description: This session will offer different perspectives on the value of community partnerships as a base for a highly interactive discussion on approaches to community health issues. The Public Health Foundation is actively involved in expanding the quality and learning environment for service providers, agencies, clients, and nonprofit partners within the public health arena. Public health as a discipline is establishing a baseline for industry accreditation. Many local public health agencies are partnering with academia, hospitals, clinics, faith-based partners, and government departments to maximize scarce resources to meet community needs.

Workshops1:00 p.m. – 5:00 p.m.

HCW6 – Improving Patient Flow: Value Stream Management Presenters: Robert Sutter, RN, MBA, MHA, HealthCare Quality Improvement Solutions and Dan Loden, Lean Multiplier Strategies, LLC

Description: This hands-on workshop demonstrates the use of value stream mapping and lean principles to improve patient flow. Current and future state maps will be developed along with an implementation plan.

HCW7 – High Reliability Organizations in Healthcare Presenters: Craig Clapper, PE, CMQ/OE and Carole Stockmeier, MHA, CMQ/OE, Healthcare Performance Improvement

Description: High reliability organizations (HRO) operate in high-consequence environments and experience fewer than their share of accidents. This session will survey applications of HRO principles in healthcare systems and show how several integrated healthcare systems are reducing events involving serious patient harm by 48 to 91 percent.

PUBLIC HEALTH TRACK Blending Lean and Six Sigma: It’s Not a Scare, Just a Dare! – HCW8 Presenter: Carla B. Konzel, BS, MBA, CSSBB, Saint Vincent Health Center

Description: This workshop will review two healthcare cases that helped transition Saint Vincent toward a continuous improvement culture, with practical

WED

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Call on Us.When you need solutions to advance your organization and your career.

Become a member today! Visit www.asq.org/membership.

TO REGISTER, VISIT http://qihc.asq.org.6 | QIHC09

WednesdAy may 20 QIHC short session and workshop schedule

Closing Session and Keynote AddressWally AmosFounder, Famous Amos Cookie Company10:45 a.m. – Noon

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ASQ Healthcare Division Welcomes You!The Healthcare Division is a group for ASQ members who encourage research, innovation, and the formation of learning partnerships to advance knowledge of healthcare quality. Our members include healthcare service providers and others in the allied healthcare field. Joining the ASQ Healthcare Division connects you to many people with similar interests with whom you can network and share knowledge and experience.

For more information about the ASQ Healthcare Division, visit http://www.asq.org/health.

approaches for blending lean tools and Six Sigma methodologies that can achieve quantifiable outcomes in hospitals, clinics, and public health settings. Hands-on activities include the application of the eight waste types, affinity exercises with fishbone diagrams, and a pull simulation.

HCW9 – Implementing Baldrige Best Practices Presenters: Glenn W. Bodinson, Baldrige Coach

Description: Eight healthcare organizations have received the Baldrige Award and achieved extraordinary levels of sustainable clinical outcomes, patient satisfaction, and operational performance. Participants will benchmark best practices and world-class results while watching videos of three Baldrige recipients. They will then assess and plan actions for their organization’s delivery systems.

Workshops8:00 a.m. – Noon

HCW10 – The Operational Design of the “No-Wait” ED Presenters: Jody Crane, MD, MBA, Fredericksburg Emergency Medical Alliance and Chuck Noon, Ph.D., University of Tennessee

Description: This workshop will provide attendees with the critical academic and applied knowledge to transform their emergency departments into “no-wait” EDs of the future. Time-tested concepts will be combined with cutting-edge applications to show attendees the way to redefine the delivery of emergency medicine.

HCW11 – Through the Looking Glass: Reviewing and Renewing Your Organization’s Commitment to Quality Presenters: Kenneth G. Bast, Management Consulting in Healthcare and M. Katherine Reller, RN, MS, Reller Consulting LLC

Description: Follow a 150-bed community hospital on its journey to improve quality. Discuss the pros and cons of each step the hospital took along the way. What would you have done? Is your hospital at a crossroad? Watch and discuss as a dynamic organization faced difficulties and came out on top by using simple tools.

HCW12 – Harnessing the Energy of Perpetual Change Presenters: Diane K. Bradley, MS, MPA, RN, NEA-BC, FACHCA and Shirley Ruch, M.Ed., RN, C-LNC, Creative Health Care Management

Description: Learn how relationship-based care, a model for transitioning to safer, more effective care delivery and positive outcomes, resonates with every healthcare organization and care deliverer who must assure quality deliverables and patient, family, staff, and provider satisfaction.

HCW13 – Translate and Measure Customer Voices in Healthcare Presenter: Robin Lawton, International Management Technologies, Inc.

Description: Ask any 10 employees to define “good service” and you will likely get at least eight different responses. The same confusion exists with who “the customers” are and how to uncover what they want. This session will help to eliminate confusion and create practical insights on the topic of good service.

QIHC09 | 7TO REGISTER, VISIT http://qihc.asq.org.

EXHIBIT H

ALL IN

FOQIHC and World Conference generAl infoEXHIBIT HALL HOURS(subject to change)

Sunday, May 17: 6:30 p.m. – 8:30 p.m.

Monday, May 18: 9:00 a.m. – 5:00 p.m.

Tuesday, May 19: 9:00 a.m. – 5:00 p.m.

Attendees will experience the latest in innovative products and services from industry leaders, learn solutions to organizational challenges, and have the opportunity to speak with providers. Attendees are exposed to the best quality tradeshow of 2009.

BOOKSTORE

Relax and enjoy the atmosphere of the bookstore in the ASQ Center. Browse the latest Quality Press publications, meet and greet authors, and buy the greatest in quality literature. Find a comfortable seat and see what makes Quality Press the largest publisher of quality related books.

CAREER FAIR Tuesday, May 19 9:00 a.m. – 5:00 p.m.

Held in conjunction with the 63rd World Conference on Quality and Improvement, the ASQ Career Fair is an opportunity for the top quality professionals from all over the world in manufacturing, service, healthcare, and education to meet with representatives from multiple organizations looking for “quality” people to fill open positions.

New this year…get the professional development tools you need at three career development workshops where you can learn interview tips, get help building your résumé, and participate in mock interviews.

Please register for the 2009 Career Fair when registering for the 2009 Quality Institute for Healthcare.

PROCEEDINGS

All attendees of the Quality Institute for Healthcare will receive the conference proceedings of both QIHC and the World Conference on Quality and Improvement. Proceedings do not include QIHC workshop content.

REGISTRATION CANCELLATION AND SUBSTITUTION POLICY

Cancellation requests made on or before April 24, 2009, will receive a full refund. Requests received April 25 – May 15, 2009, will incur a $100 processing fee. No refunds will be given on or after May 16, 2009. Substitutions can be made at any time (even on-site).

SPECIAL NEEDS

Do you have any special needs or dietary restrictions that we can address to make your participation more enjoyable? Please call, write, or fax ASQ Event Management:

P.O. Box 3005 Milwaukee, Wisconsin, USA 53201-3005 Phone: 800-248-1946 (USA and Canada), 414-272-8575 (International), or 001-800-514-1564 (Mexico) Fax: 414-272-1734

For sponsorship and exhibit information, call ASQ Media Sales at 800-248-1946.

2009 SPONSORS

Minitab Inc. – Platinum Sponsor

Quality Council of Indiana – Gold Sponsor

Harrington Group, Inc. – Internet Café Sponsor

Abbott – Executive Roundtable Sponsor

Arctic Cat – “After 5” Sessions Sponsor

2009 EXHIBITORS

Apollo Associated Services, LLC

AQS Management Systems, Inc.

AssurX Inc.

BSI Management Systems

California State University, Dominguez Hills

College of American Pathologists

CRC Press - Taylor & Francis

Creative Healthcare

DataNet Quality Systems

ENNOV

EtQ, Inc.

IBS America, Inc.

InfinityQS International

Intelex Technologies, Inc.

Israel Society for Quality

JMP Training

Laubrass, Inc.

MIDAS+ Statit Solutions Group

NSF International Strategic Registrations

PQ Systems

QI Macros SPC Software

QualiWare Inc.

SAS Institute Inc., JMP Division

Sparta Systems, Inc.

Stat-Ease, Inc.

StatPoint Technologies, Inc.

StatSoft Inc.

Taylor & Francis

The Juran Institute, Inc.

The University of Tennessee Center

for Executive Education

Visual Workplace, LLC QIHC09

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hotelinfo

Attendees are encouraged to make hotel reservations at one of these hotels. ASQ has reserved a block of rooms at each hotel. Booking outside the block of rooms ASQ has reserved can have a financial impact on ASQ.

Cutoff Date: Please make your reservations early. Rates are available until the contracted block of rooms is full or until April 24, 2009, whichever occurs first.

HILTON MINNEAPOLIS 1001 Marquette Avenue SouthMinneapolis, MN 55403Phone: 612-376-1000Reservations: 888-933-5363 Reservations (Group Code ASQ)Fax: 612-397-4875

Check In/Out: 3:00 p.m./Noon

Rates: $195.00 single/double occupancy; $20.00 for each additional person, plus applicable state and local taxes, fees, and assessments (currently 13.4%, subject to change). Rooms must be guaranteed with a deposit in the amount of the first night’s room and tax. A credit card, check, or cash may be used. When phoning in your reservation, please identify yourself as an attendee of the ASQ World Conference on Quality and Improvement (Group Code ASQ).

HOLIDAY INN EXPRESS HOTEL AND SUITES 225 South 11th StreetMinneapolis, MN 55403Phone: 612-341-3300Reservations: 800-870-0114Reservations (Group Code QUA )Fax: 612-341-1174

Check In/Out: 3:00 p.m./11:00 a.m.

Rates: $159.00 single/double for a standard room; $169.00 single/double for a one-bedroom suite; $10.00 for each addi-tional person, plus applicable state and local taxes, fees, and assessments (currently 13.4%, subject to change). Included in the room rate is a deluxe continental breakfast served in the hotel lobby daily. Rooms must be guaranteed with a deposit in the amount of the first night’s room and tax. A credit card, check, or cash may be used. When phoning in your reservation, please identify yourself as an attendee of the ASQ World Conference on Quality and Improvement (Group Code QUA).

TO REgISTER FOR A NEW QPS OR TO vIEW ARCHIvED SEMINARS FOR FREE, vISIT www.asq.org/healthcareqps.

ASQ’s Healthcare Quality Practice SeminarsA Series of Case Studies Sponsored by MIDAS+ Statit Solutions group

Sponsored by MIDAS+ Statit Solutions group

Quality Practice Seminars are free live and archived webinars that focus on quality topics and continuous improvement results in the healthcare industries. 2009 will bring four new webinars that you will not want to miss.

Recently ReleasedEffective Strategies to Overcome Accreditation Process Issues and Achieve Tangible Quality Improvements Through the Use of Information TechnologyPresented by Todd Neal Fletcher, Director of Health Systems, Touro Infirmary, New Orleans, LA

2008 archived QPS topics included:• Physician Profiles—Impact on Quality

• Healthcare Cost of Quality—The Relationship Between Performance Metrics and Financial Results

• Designing and Implementing Composite Performance Measures to Accelerate Quality Improvement: A Case Study at Doylestown Hospital Using Core Measures…and More

• Measure, Manage, Monitor, and Improve: A Case Study on Improving Hand Washing Compliance

FOR MORE HOTEL INFORMATION, vISIT http://wcqi.asq.org/travel-information.html.

TO REGISTER, VISIT http://qihc.asq.org.

THREE easy ways to register!Call ASQ at 800-248-1946 or 414-272-8575 and have your credit card ready. Make sure to provide priority code HCJCK09.

Return this form to: ASQ Customer Care, P.O. Box 3005, Milwaukee, WI, 53201

Fax your completed registration form to ASQ Customer Care at 414-272-1734.

New this year! As a QIHC attendee, you have the opportunity to attend QIHC sessions as well as sessions that are part of the concurrently-held World Conference on Quality and Improvement, Institute for Software Excellence, and Quality in Sustainability Conference.

MONDAy, MAy 18Short Sessions 10:30 a.m. – 11:30 a.m. _____

Workshops 1:00 p.m. – 5:00 p.m. _____

Other Session _____

Other Session _____

Other Session _____

Other Session _____

“After 5” Session 5:15 p.m. – 6:30 p.m. _____

TUESDAy, MAy 19Short Sessions 9:15 a.m. – 10:00 a.m. _____

Short Sessions 11:00 a.m. – Noon. _____

Workshops 1:00 p.m. – 5:00 p.m. _____

Other Session _____

Other Session _____

Other Session _____

Other Session _____

WEDNESDAy, MAy 20Workshops 8:00 a.m. – Noon _____

Other Session _____

Other Session _____

May 18-20, 2009 • Minneapolis, MN • Minneapolis Convention CenterWorld Conference on Quality and Improvement • Institute for Software Excellence • Quality in Sustainability Conference

2009 ASQ QUALITy INSTITUTE FOR HEALTHCARE

PUBLIC HEALTH REgISTRATION FORM

THREE-DAy REgISTRATION All prices listed in U.S. dollars.

Includes admission to sessions all three days of the conference, admission to the exhibit hall, admission to the Conference Opening Reception, admission to International Team Excellence Award Process sessions, a box lunch on Monday and Tuesday, admission to the Tuesday banquet, refreshment breaks, and the conference proceedings online.

❏ $735 Public Health Rate

Conference schedule: Please write down the session number you plan to attend in each time slot so that we can best assign session rooms. you are not bound to these choices. Refer to pages 4–6 for QIHC session numbers. World Conference session numbers are on page 11.

CONFERENCE OPENING RECEPTION❏ yes, I plan to attend the Conference Opening Reception, Sunday, May

17, 6:30 p.m. – 8:30 p.m. (Svy3)

I plan to bring ____ guests. (Svy4)

REMINDERSReserve your hotel room before April 24, 2009.Save money! Become an ASQ member. Complete an application at www.asq.org/membership.

Public Health Track Sponsored by:

TOURS & OTHER EVENTS All prices in U.S. dollars.Monday, May 18 • 1:00 p.m. – 4:00 p.m.The Best of Minneapolis (TUT01)❏ $32 x ____ = $_______

Tuesday, May 19 • 9:30 a.m. – 3:30 p.m.Stillwater, Minnesota: Birthplace of Minnesota (TUT02)❏ $58 x ____ = $_______

Tour Total (USD) $__________

ADDITIONAL MEAL TICKETSMonday Luncheon (MONLUN)❏ $25 x ____ = $_______

Tuesday Luncheon (TUESLUN)❏ $25 x ____ = $_______

Tuesday Banquet (TUESBQT)❏ $60 x ____ = $_______

Meal Ticket Total (USD) $________

PRECONFERENCE OFFERINGS

May 14-15 • 8:00 a.m. – 5:00 p.m. Certified Quality Auditor Exam Refresher (09QA1)❏ Price: $695

(Part of the Institute for Software Excellence)Sunday, May 17 • 8:30 a.m. – 12:30 p.m. A Practical Approach to CMMI®Process Performance Models (SFTUT1)❏ Price: $395

Designing Test Cases (SFTUT2) ❏ Price: $395

Sunday, May 17 • 1:00 p.m. – 5:00 p.m. How to Define Lean Processes and Procedures (SFTUT3)❏ Price: $395

Introduction to Software ConfigurationManagement (SFTUT4) ❏ Price: $395Preconference Offerings Total (USD) $______

COURSES

Wednesday, May 20 – Friday, May 22Certified Calibration Technician Refresher Training (#08371C)❏ Member Price: $1,175❏ List/Forum/Division Price: $1,470

Wednesday, May 20 – Friday, May 22 Implementing Statistical Process Control (#08375C)❏ Member Price: $1,175❏ List/Forum/Division Price: $1,470

Wednesday, May 20 – Friday, May 22 Implementing and Auditing an ISO 9001:2008 Quality Management System (#08376C)❏ Member Price: $1,335❏ List/Forum/Division Price: $1,645

Wednesday, May 20 – Friday, May 22Skills for Success for the Management Representative (#08377C)❏ Member Price: $1,120❏ List/Forum/Division Price: $1,250

Wednesday, May 20 – Thursday, May 21Lean Enterprise (#08373C)❏ Member Price: $1,020 ❏ List/Forum/Division Price: $1,295

Thursday, May 21 – Friday, May 22Excellence in 8 Dimensions (#08378C)❏ Member Price: $1,165 ❏ List/Forum/Division Price: $1,470

Friday, May 22 Lean Kaizen: A Simplified Approach to Process Improvements (#08374C)❏ Member Price: $605❏ List/Forum/Division Price: $830

Courses Total (USD) $________

2009 ASQ Career FairTuesday, May 19 • 9:00 a.m. – 5:00 p.m.During the 63rd World Conference on Quality and Improvement, the ASQ Career Fair will provide an opportunity for you to meet top quality professionals and employers from all over the world in manufacturing, services, healthcare, and education.

I plan to attend the career fair. (Svy4) ❏ yes ❏ No

I would like to attend the following sessions: (All sessions take place Monday, May 18.)❏ Career Development Workshop - Students

(12:30 p.m. – 1:30 p.m.) (Svy5)❏ Career Development Workshop - Midlevel

(1:45 p.m. – 2:45 p.m.) (Svy7)❏ Career Development Workshop - Students

(3:00 p.m. – 4:00 p.m.) (Svy6)❏ How to Leverage your Certification to

Employers (4:15 p.m. – 5:00 p.m.) (Svy8)

Registration Fee . . . . . . . . . . . . . . . . . . . . . .$________

Tour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$________

Additional Meal Tickets . . . . . . . . . . . . . . . .$________

Preconference Offerings . . . . . . . . . . . . . . . .$________

Courses . . . . . . . . . . . . . . . . . . . . . . . . . . . .$________

GRAND TOTAL (USD) . . . . . . . . . . . . . . . . . .$________

PAyMENT INFORMATIONAdvance registration must be accompanied by payment in full for all desired activities. Funds payable in U.S. dollars. No purchase orders will be accepted. All phone registrations or faxes MUST include the number of a major credit card that will be charged for the registration fees (MC/VISA/AMEX accepted). Do not follow up phone or fax registrations with a mail-in registration. All registrations (whether phoned, faxed, mailed in, or completed online) will be confirmed by mail with a receipt and confirmation letter and receipt.

❏ Check enclosed Check No.

❏ Please charge my credit card:

❏ visa ❏ MasterCard ❏ AMEX

Credit Card Number __________________________ Exp. Date ___________

Signature _____________________________________________

FEES FOR REGISTRATION will only be accepted in U.S. dollars.

REgISTRANT INFORMATIONPlease print clearly or type.

Badge Name (Nickname) _____________________________________________

E-mail Address ______________________________________________________

❏ Mr. ❏ Ms. ❏ Mrs. ❏ Dr.

ASQ Member No. ___________________________________________________

Name ______________________________________________________________ First Name Middle Initial Last Name

Company ___________________________________________________________

Title ________________________________________________________________

❏ Home ❏ Business (Please choose one)

Address ____________________________________________________________

____________________________________________________________ City State Zip/Postal Code

Telephone ___________________________________________________________ Area Code

Country ____________________________________________________________

For more information on the 2009 Quality Institute for Healthcare, visit http://qihc.asq.org.

REgISTRATION FORM

QIHC09 | 11TO REGISTER, VISIT http://qihc.asq.org.

WO

RLD CON

FERENCE

OVERVIEW

09

QIHC09

MONDAy, MAy 18

1:45 p.m. – 2:30 p.m. M01 - Examining Quality Through a Complexity Lens M02 - The value and Liability of Quality RecordsM03 - Managing your Risk Has its RewardsM04 - The Emerging Service Quality Body of KnowledgeM05 - Operational Excellence by Empowering PeopleM06 - FMEA: A Well-Worn Tool for Social ResponsibilityM07 - Successful Integration of Six Sigma and LeanM08 - Using the voice of the Customer to Improve governmentM09 - Measuring the Quality of InspectionM10 - Building a Culture of Performance Improvement

4:15 p.m. – 5:00 p.m.M11 - Examining Quality Through a Complexity Lens M13 - Cost Savings With Document Process PlanningM14 - Aviation, Space, and Defense Standards Ready for TakeoffM15 - Caveats Regarding the Use of Statistical AnalysisM16 - Social Responsibility and a Systems PerspectiveM17 - Six Sigma Campaigning: Politics and Project ManagementM18 - The Keys to Sustaining High PerformanceM19 - Baxter’s Business Excellence Model: Fitting All the Pieces TogetherM20 - Process Management Control Systems for Service

“AFTER 5” SESSIONS

5:15 p.m. – 6:30 p.m.AF01 - Lean for your KitchenAF02 - Making Sushi: An Improved Process Using PDCA and LeanAF03 - North Woods Recreational QualityAF04 - Networking Efficiencies and Effectiveness: For Introverts, Extroverts, and Everyone AF05 - Everything I Learned About Lean, I Learned in Kindergarten

TUESDAy, MAy 19

9:15 a.m. – 10:00 a.m. T01 - Strategic Planning and Execution Using Lean Tools T02 - Just in Case—Not—Just in Time and Other SourcingT04 - The Next Quality RevolutionT05 - A Quality Culture: Don’t Wait Until it’s Too LateT06 - ASQ Community good Works ProgramT07 - Improving Knowledge Work: Lessons LearnedT08 - Podcasting: An Innovative Instructional TechnologyT09 - Meeting Customer’s Quality Calibration RequirementsT10 - Left of Lean: Designing for Manufacturing and QualityS01 - The Multi-Disciplinary Lean Improvement of Total Clinical Laboratory Testing in an Outpatient Setting

10:30 a.m. – 11:15 a.m. T11 - Strategic Planning and Execution Using Lean Tools T12 - Application of Design Controls in Medical Device DevelopmentT13 - Toward More Objective Sourcing DecisionsT14 - Transforming Quality From Within With the ClassicsT15 - The New ISO 9001:2008 and Revising ISO 19011:2002 T16 - Driving Quality Throughout government OrganizationsT17 - The Effects of Six Sigma Mentoring on Project SuccessT18 - The Process Diagram: A Key Tool for Process ThinkingT19 - Customer Satisfaction Survey: A Case StudyT20 - Using QFD for Organizational DevelopmentS02 - ISO 9001 Certification Payoff: Myth vs. Reality (Student Paper Competition)

11:30 a.m. – 12:15 p.m. T21 - Strategic Planning and Execution Using Lean Tools T22 - Integrating Human Factors Engineering Into Product Design T23 - Introduction to Risk-Based Decision MakingT24 - ISO 9000 and Financial Performance in BrazilT25 - ISO of the Future: vision and Social Responsibility T26 - growing Quality in your OrganizationT27 - Six Sigma Evolution: A Multi/Case Empirical StudyT28 - Advances in Quality Monitoring in Call CentersT29 - voC: To Explore or Ignore, That Is the Question!T30 - Reliability Tools in New Product DevelopmentS03 - Six Sigma in UK SMEs: A Longitudinal Study (Student Paper Competition)

3:15 p.m. – 4:00 p.m. T31 - From Ad-Hoc to a Culture of Quality T32 - Using Fault Tree Analysis in Medical Product Design T33 - Candy-Covered Process PerformanceT34 - Achieving Results Through High-Performance TeamsT35 - Service Innovation: Designing Innovative ExperiencesT36 - Performance validation Through AuditsT38 - Word Formulas to Reveal the voice of the Customer T39 - Manage Knowledge Workers for Lean Process QualityIAQ01- From Shareholder to Stakeholder: An Integrated System Perspective on Business Continuity and Sustainability (International Academy for Quality)

4:15 p.m. – 5:00 p.m. T41 - From Ad-Hoc to a Culture of QualityT43 - Process Improvement Cases in Pharmaceutical ResearchT44 - Innovation Strategy: Taking the Right RisksT45 - MES: Achieving Real Quality Through virtual ProductsT46 - Best Practices to Plan/Analyze a verification DOET47 - Proactive Contracting + Service Design = Success!T48 - Word Formulas to Reveal the voice of the Customer T49 - Customer Feedback Programs: Best PracticesT50 - The Power of Alignment

WEDNESDAy, MAy 20

8:00 a.m. – 9:00 a.m. W02 - Lean Six Sigma in governmentW03 - It All Starts With What’s in the ToolkitW04 - Culture Change Through Lean Six Sigma EducationW05 - Customer Data Mining With Excel Pivot TablesW06 - QI Collaboratives for a Healthier MinnesotaW07 - Prioritizing Process ImprovementsW08 - Quality Management Effectiveness ReviewW09 - Integrating Quality, Safety, and Risk to Improve PerformanceW10 - Improving Management Quality for the 21st Century

9:30 a.m. – 10:30 a.m. W12 - Case Study: Improving Organizational MaturityW13 - A Convergent Approach to Problem SolvingW14 - Linking Six Sigma and LeanW15 - Designed Experiments in Service Quality ApplicationsW16 - The Asian Quality gateW17 - Implementing a CoPQ Model That WorksW19 - Sama Dubai’s Journey Toward Business Excellence

2009 ASQ WORLD CONFERENCE ON QUALITy AND IMPROvEMENTSessions

The World Conference on Quality and Improvement is the world’s largest conference focused on quality improvement. The conference creates, promotes, and grows the culture of quality on a global scale through five focus areas: quality basics; customer service; driving quality throughout the organization; improved performance; and 21st century needs, competencies, and issues. QIHC is held in conjunction with the World Conference and you may register for sessions associated with either conference.

This year’s focus areas include:• Business operating systems • Delivery system redesign• Improved community health • Improved value to patients and payers • Lean• Management collaboration to deploy systems

• Modeling • Organizational change to enable systems

thinking• Patient flow and queuing• Quality and systems engineering training• Six Sigma

2009 Quality institute for HealthcareBuilding Better Performing Delivery Systems

Minneapolis, MN • May 18-20, 2009

http://qihc.asq.org

Sponsored by:

Building Better Performing Delivery Systems

Quality Institute for Healthcare Conference

May 18-20, 2009 • Minneapolis Convention Center • Minneapolis, MN

New this year! Public Health Track – Focusing on quality improvement and applications for the public health sector.