Building and Sustaining a Culture of Quality

Concurrent Session

T34 - Continuous, Distributed Kaizen for Enterprise Quality

Tuesday, May 1
4:00 PM - 5:00 PM
Location: WSCC 602 - 604

Level: Intermediate

Kaizen, the practice of engaging in activities that improve a process, and kaizen events, one- to three-day blitz events that leverage the ideas of front-line crew, are proven tools. While the original landscape was manufacturing, these tools have been adapted for the service sector and knowledge workers. Today's world is different. Manufacturing plants are just as likely to be found inside server farms occurring virtually, and distributed across the globe and across time zones. Today's workforce increasingly operates in nonlinear, dotted-line reporting relationships in sub-teams, workgroups, and other associations. And they are more mobile than ever. Today's clients have exponentially greater ways to amplify their satisfaction (and dissatisfaction) with quality and expect real-time improvements to meet their needs. Today's competitors not only include others trying to take your market share but include those who are trying to make your company irrelevant. Finally, today's dangers of poor quality can have real effects on compromising security that can sink the entire enterprise. How can we adopt the spirit of kaizen to adapt to this ever-changing environment?

Learning Objectives:

Ted Hessing

ASQ Black Belt

Program Manager, Global Business Systems
Lake Wylie, SC

Ted Hessing is an IT Program Manager in The Vanguard Group’s Global Business Systems charged with creating and delivering complex technology implementation agendas with varied goals involving multiple stakeholders across the world.

Previously, Ted worked as a Six Sigma Black Belt in Vanguard’s Center for Excellence leading high-profile cross-functional teams across a significant geographic footprint to implement strategic initiatives.

He also previously led Vanguard’s Institutional Systems’ Vanguard Unmatchable Excellence (VUE) program where he inherited a local continuous improvement experiment; something which has evolved to have impact across multiple divisions and is now called Vanguard Kaizen, which is the subject of today’s presentation.

In an earlier life Ted was also a software developer and a business system analyst for Vanguard. He earned a BS in Computer Science from Virginia Tech, a MS in Information Technology from UNCC, post-graduate studies in IT Management & IT Security and holds Six Sigma Black Belt certifications from Villanova University and ASQ.


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Grace L. Duffy


Management & Performance Systems
Eustis, Florida

Grace Duffy has more than 40 years of experience in successful business and process management in corporate, government, education, and healthcare. She uses her experience as president, CEO, and senior manager to help organizations improve. She has authored 13 texts and many articles on quality, leadership, and organizational performance. She is a frequent speaker and trainer. Duffy holds a master of business administration degree from Georgia State University. She is an ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE), Quality Improvement Associate (CQIA), Six Sigma Green Belt (CSSGB), and Quality Auditor (CQA). Duffy is a Lean Six Sigma Master Black Belt, ASQ Fellow, and Distinguished Service Medalist. She is the 2014 Quality Magazine Quality Person of the Year and the 2016 recipient of the Asia-Pacific Quality Organization Milflora M. Gatchalian International Women in Quality Medal.


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T34 - Continuous, Distributed Kaizen for Enterprise Quality


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