Professional Development – Session 1C

Subject: “Ensuring Client/citizen satisfaction through Continuous Improvement”

Abstract:  Has there ever been a time when customers or citizens have asked for less from their service providers?  The challenge that faces so many organizations and service providers is how to meet these growing expectations and changing needs for service.  Mr Cole will discuss best practice methods for achieving service excellence through customer/citizen input and feedback.

Bio:  Joseph Cole is recognized as one of the very few change agents who has managed an organizational excellence journey which resulted in significant growth for the company and achieved 3 Canada Awards of Excellence, including the Gold Trophy, as presented by the National Quality Institute. As the Manager, Business Excellence with Calian, Joseph managed the $200M publicly traded company’s excellence journey culminating in the 2006 Gold Trophy for Quality and a Silver Certificate for Healthy Workplace.  Calian continues the journey and was awarded a 2009 Canada Award for Excellence Gold Trophy for Healthy Workplace.


A Certified Excellence Professional from NQI in both the Quality and Healthy Workplace streams, Joseph has advised private and public sector organizations on implementing excellence and change.  A proven and passionate change manager, Joseph is an active member with NQI, and volunteers as the Excellence Chair with the ASQ  Canada Ottawa Valley Section and as the Program Chair for the 2010 Ottawa Public Sector Quality Fair.


Joseph is the lead consultant with Improve-X, a local continuous improvement consultancy that is dedicated to assisting leaders in improving the overall effectiveness and competitiveness of their organizations.