Greater Rochester Quality Council Leadership

Nancy Plews

Chair, GRQC
President, NJP Quality Consulting
Nancy is President of NJP Quality Consulting, has served on the GRQC board for many years and was a co-founder of the GRQC Lean Six Sigma Consortium. 

Nancy Plews is a former executive from Eastman Kodak where she served in a variety of positions including Vice President and Quality Director which included responsibilities for the Worldwide Lean and Six Sigma Training and Kodak’s Lean Services offering for customers of Kodak.

Nancy is former Chair of the Board of Lakeside Health System in Brockport, New York and served as a Reviewer and Judge for the New York State ‘Empire State Advantage’ Program.  Nancy was a 2010 Athena finalist. 

Nancy earned degrees from Roberts Wesleyan, Rochester New York and from Loyola University, New Orleans, Louisiana.
Jim Boyd

Vice Chair, GRQC
Operations Director, Columbia Care New York

Jim Boyd is an operations and engineering executive specializing in new business startups. Jim is currently Operations Director for Columbia Care, the nation’s largest and most experienced manufacturer and provider of medical marijuana products and services.

Jim has held a variety of management roles in quality, engineering, operations, and research & development, and is recognized for building strong teams that develop robust products and processes. He previously held leadership roles in Kodak's printed electronics and consumer inkjet businesses, and was worldwide quality manager for Kodak's single use camera business.

Jim has a BS in mechanical engineering from MIT and an MS in mechanical engineering with a concentration in operations management from Northwestern University. He is a certified Six Sigma Black Belt Practitioner, a certified New Product Development Professional, and holds 22 patents for his inventions.

Michael Caceci

Secretary, GRQC
Excellerated Performance, LLC - Owner

Michael Caceci enjoys a diverse, successful career as a business executive and entrepreneur. He is founder and owner of Excellerated Performance, LLC a consulting and professional development services firm based in Pittsford, New York. Mike’s expertise includes sales, management, marketing, business operations, strategic planning, leadership development, lean six sigma and driving change.

During his Xerox corporate career, Mike led sales teams in a highly competitive industry, consistently exceeding revenue and profit targets. He launched national marketing programs, and managed major projects. Mike led the project teams for two Xerox business units that applied for and won a Malcolm Baldrige National Quality Award and Canada’s Award for Excellence. He also deployed lean six sigma to a 500 person business unit and led multiple projects as a Xerox Lean Six Sigma Black Belt.

Through Excellerated Performance, Mike helps clients in business, non-profit, health care and government sectors achieve their specific goals. Services include: strategic planning, business/executive coaching; professional training and development in sales, management, leadership, customer loyalty; and lean six sigma project management. To date, Mike has worked with over forty organizations in Greater Rochester including “Rochester Top 100” firms.

Mike has a BA in psychology and MBA in marketing management. He is part of an international association of consulting, human development and quality professionals. Mike is an adjunct professor at both Nazareth College School of Management and Saint John Fisher College School of Business.

Mike currently serves as Secretary on GRQC’s board. He is also a reviewer and judge for GRQC’s performance excellence award program. Mike is a member of the Small Business Council of Rochester, Rochester Rotary Club, Greater Rochester Chamber of Commerce, and National Human Resources Association Rochester Chapter.

Carol A. Wilke

Treasurer, GRQC
Director, Finance & Administration, St. Kateri Parish, Diocese of Rochester

Carol Wilke is the Director, Finance & Administration at St. Kateri Parish in Irondequoit - the largest parish in the Diocese of Rochester. She is a Certified Leadership Coach, a Six Sigma Black Belt, a Lean Practitioner, and a Change Agent. She has championed multiple Rapid Cycle projects in the Rochester community and co-chaired the Annual GRQC Showcase and Performance Excellence Awards.

Over the past sixteen years, Carol has served the GRQC organization as secretary, vice chair, chair, and treasurer. Carol is a Rochester native and alumni of St. John Fisher College, BS Management; RIT, MBA Finance; and Leadership Rochester.

George Hansen

Executive Director, GRQC
President, Qualve$t
George Hansen is President of Qualve$t and former Executive Director of the Empire State Advantage: Excellence at Work program. During that time he worked with dozens of organizations in business, education, government and healthcare that are seeking to improve their performance and earn state-wide recognition.

Before that, he spent a 32 year career with the Eastman Kodak Company, retiring as Director and Vice President of Corporate Quality. He has acted as a change agent in a wide variety of organizations seeking to improve quality and performance and served as a Senior Examiner for the Malcolm Baldrige National Quality Award.

George holds a degree in physics and mathematics from the University of Minnesota, an MS degree in optics from the University of Rochester and has completed the Harvard Business School’s Advanced Management Program.
Bill Self

GRQC Board of Directors
President of The Leadership Factor, Inc
Bill Self is President of the North American Division of The Leadership Factor, Inc., which provides clients with business direction, driven by high-level customer and employee satisfaction and loyalty measurement and market analysis. In addition to satisfaction research, he actively helps his clients deploy breakthrough improvements by removing performance barriers and aligning organizational processes with stakeholder expectations.

Bill has presented a variety of topics, including loyalty and change management, at numerous conferences and has published articles on performance improvement and strengthening customer relationships. He is a co-author of the book, Customer Satisfaction Measurement for ISO 9000:2000, The Leadership Factor is the exclusive Employee Satisfaction Measurement training provider for the American Society for Quality and Bill has presented many workshops for ASQ. Bill has served in a variety of roles with the Greater Rochester Quality Council and he has previously received GRQC’s Award of Excellence for his work with the organization.

Bill is a graduate of the College of William and Mary in Williamsburg, VA. Before moving into research, he held the position of Distribution Manager for two manufacturing companies and Director of Operations in the service sector. He is an active member of Toastmasters International.
Carolyn Dobie

GRQC Board of Directors
Business Process Improvement Manager, Service Excellence, - PAYCHEX, Inc.

Carolyn Dobie is a Business Process Improvement Manager in Service Excellence with 26 years of Paychex experience. Carolyn is a certified Lean Six Sigma Black Belt. After 22 years of leading development teams in IT, Carolyn brought her creative problem solving skills and process improvement passion to Service Excellence where she delivers business results as a Business Process Improvement Manager, Project Manager and Business Analyst on Paychex’ key initiatives.

Carolyn believes when you stay curious, understand everyone’s challenges in a process, focus on giving people what they need, in the way they need it, when they need it, we can give our customers an outstanding customer experience, our employees a great place to work, and achieve transformational business results.

Christine S. Bergeman

GRQC Board of Directors
Vice President, Quality Office, Excellus BCBS
Christine Bergeman is Vice President of the Quality Office of Excellus BlueCross BlueShield.  She has over 28 years of process improvement experience with the Health Plan and has held a variety of leadership roles including Customer Service, Operations Technology, Business Analysis, Business Practice Improvement, the Strategy Management Office, and the Program Management Office.
Christine has been a Board member of the Greater Rochester Quality Council since 2015 and holds her Bachelor degree from St. Bonaventure University and her Masters degree from Cortland State University.

Chuck Caples

GRQC Board of Directors
Program Director, MCC
Chuck has more than 25 years of experience in the learning and development field, and has worked in continuing education and workforce development at several local institutions. As president of the Continuing Education Association of New York from 2008-10, Chuck helped to shape continuing education policy at the New York state level, and has extensive experience in developing and managing workforce learning and development programs in the Finger Lakes region. Chuck’s education includes a B.A. in education from Johnson State College. Chuck is currently responsible for the management and development of several large programs and diverse topic areas. His specific areas of expertise include: information technology; quality; telecommunications; health care and advanced manufacturing. He has been the driving force in the creation and implementation of Lean Six Sigma training. More than 70 local companies and organizations have participated. Process improvement projects generated by these programs have saved our customers over $24,500,000. In addition to his programs, Chuck has also coordinated several workforce development grants totaling in excess of $1,500,000. Chuck has been with MCC since 1999.
Darlene Ryan

GRQC Board of Directors
Director of Quality and Risk Management, Hillside Family of Agencies

Darlene is the Director of Quality and Risk Management and the Corporate Compliance Officer at Hillside Family of Agencies. Prior to this, she was an Operational Process Improvement Manager at Unity Health System. She also has many years of process improvement experience at Eastman Kodak Company and Carestream Health, Inc.

Darlene is a Certified Lean Six Sigma Master Black Belt and an ASQ Certified Quality Manager.

As part of GRQC, Darlene has served as Chair, Vice Chair and Secretary and has volunteered on numerous Rapid Cycle and Day of Quality improvement projects in the Rochester community.

Darlene has a BS in Industrial Engineering from the University of Rhode Island and an MBA from the University of Rochester.

Hiloni Bhavsar

GRQC Board of Directors
Associate Program Director, Rochester General Hospital

Dr. Hiloni Bhavsar is a board-certified internal medicine physician working at Rochester General Hospital where currently serves as the Associate Director of Quality & Safety. In her role in Quality & Safety Institute, she works on hospital and health system level projects including improving clinical care processes, reducing variation, applying Lean principles and tools. She teaches the quality and safety curriculum to the incoming residents and also helps to support trainee quality improvement projects. Dr. Bhavsar partners with various parts of the organization and departments in quality assurance, safety assessment, root-cause analyses and process improvement.

Dr. Bhavsar also serves as the Associate Program Director for the Internal Medicine Residency Program and works as a Hospitalist in the division of Internal Medicine. She completed her medical school training at Wright State University in Dayton, Ohio and her residency training at University Hospitals Cleveland Medical Center, Cleveland, Ohio where she also served as Chief Resident.

Hiloni is certified in TeamSTEPPS, Lean Six Sigma for Healthcare and as completed Quality & Safety Educators Academy through the Society of Hospital Medicine & Alliance for Academic Internal Medicine.

Kathy Grimes

GRQC Board of Directors
Administrator, The Living Center at The Highlands at Pittsford
Kathy Grimes is Administrator at The Living Center at The Highlands at Pittsford. Kathy is a Senior/Alumni Examiner for the national Baldrige Performance Excellence Program and serves as a Master Examiner for the American Health Care Association.  Kathy holds a B.S. degree in Business Administration from SUNY, Empire State College, is a Licensed Nursing Home Administrator and Certified Aging Services Professional.  In addition to Kathy’s service with the Great Rochester Quality Council, Kathy has led corporate teams through several Lean Six Sigma projects in collaboration with the Greater Rochester Nursing Home Quality Consortium.
Kiera Champlin-Kuhn

GRQC Board of Directors
Director of Quality, Performance Improvement and Corporate Compliance
Kiera Champlin-Kuhn is a Registered Nurse with a Masters Degree in Healthcare Quality and Safety from Thomas Jefferson University School of Population Health. She is passionate and committed to transforming healthcare to a safe and seamless experience, avoiding preventable events and costs. She is experienced in quality improvements using, lean six sigma techniques, various process Improvement tools, root cause analysis and TeamSTEPPS communication. She has overseen the Quality of Care for hospitals in several local health systems. She has recently transitioned her skills to outpatient primary care practice. She is currently the Director of Quality, Performance Improvement and Corporate Compliance for Tri County Family Health Program, Inc., a Federal Qualified Health Center in the Finger Lakes with 19 medical providers and five health center sites.
Leslie Henckler

GRQC Board of Directors
VP of Marketing, Karyn Ross Consulting

Leslie Henckler is VP of Marketing and Principal consultant for Karyn Ross Consulting, a leader in delivering Lean for Service Excellence.

Since 2000, Leslie has been driving process improvement across enterprise-wide value streams in health care, manufacturing, and business process arenas. Leslie’s specialties include Lean thinking; Six Sigma MBB; Toyota Production Systems (TPS), and Enterprise assessments and deployment. Her current focus includes process improvement coaching for senior leaders, and daily kaizen leadership for multiple organizations.

Prior to joining Karyn Ross Consulting, Leslie held positions in operations management, lean six sigma, and business process improvement at Kodak, Carestream and Paychex. Leslie is a graduate of SUNY Brockport, and has an MBA in Operations from St. John Fisher College.

Margi Ochs

GRQC Board of Directors
Director, Marketing and Business Development - RIT Center for Quality and Applied Statistics

Margi Ochs holds a BA degree from Georgetown University and an MBA from University of Rochester. Now at RIT, she teaches Lean Six Sigma courses and assists students to apply and implement their studies through consultation, assessments and workshops to deepen their own knowledge and experience. Margi joined the Center after teaching Marketing and Organizational Leadership courses at both the Simon School of Management at the University of Rochester and the Saunders School of Business at Rochester Institute of Technology. Margi trained as a Lean Six Sigma Master Black Belt at Xerox where she led over 60 projects in the areas of marketing, product development, strategic planning, customer service and manufacturing, totaling over $350M in revenue generation and cost savings.

After completion of her in-program training, Margi carried her LSS expertise into a variety of positions, including Worldwide Vice President, Office Products Launch, Consumables Marketing and Strategy, and Competitive Consumables Market Development. She served as a Lean Six Sigma loaned executive, consulting with over 80 Xerox customers on LSS implementation in their organizations and lead external projects to solve business problems in areas as diverse as supply chain optimization, medical lean process improvement, and product design and launch optimization. She also has extensive experience mentoring other executives who were first-time project sponsors and working with cross functional teams dealing with formation and strategic integration of LSS into business and organizational planning. Margi has spoken at a number of conferences and events on the incorporation of LSS into strategic planning.

Melinda Goldberg

GRQC Board of Directors
Council of Agency Executives

Melinda is the Administrator of the Council of Agency Executives (COAE), an alliance of nonprofit agencies in the greater Rochester NY area.

Melinda serves as the point-person for the group, managing all of their day-to-day functions, such as planning member programs, articulating issues relevant to improving the quality of life for Rochester area residents and serving as a resource to members and other community leaders.

She took on her position with the COAE after previously serving in development and marketing roles at several nonprofit organizations.  Melinda also serves on the board of the Association of Fundraising Professionals, Genesee Valley Chapter and regularly volunteers with several local nonprofits. 

Melinda holds a Certificate in Nonprofit Leadership from St. John Fisher College and received a BA from the University of New Hampshire where she enjoyed skiing in the White Mountains.

Michael Schmidt

GRQC Board of Directors
Rochester City School District

Mike Schmidt is Chief of Operations for the Rochester City School District. In this role, Mike oversees the Facilities, Transportation and Food Service operations at 53 district facilities serving 34,000 students. Previously Mike held a variety of leadership roles in several central New York school districts. Mike has a BA degree in Communication Studies/History from SUNY Oswego, an MS degree in Secondary Education/Social Studies from Syracuse University, and a Certificate of Advanced Study from SUNY Cortland.

Robert Panzer, MD, FACP

GRQC Board of Directors
Chief Quality Officer, University of Rochester Medical Center
Robert Panzer, M.D. is Chief Quality Officer for the University of Rochester Medical Center (URMC) and Strong Memorial Hospital.  He is also Associate Vice President for Patient Care Quality and Safety for URMC and Associate Medical Director of Strong Memorial Hospital.  In these roles, he is responsible for overseeing and supporting quality, patient safety, and clinical improvement activities. 

He is also Professor of Medicine, and of Public Health Sciences at the University of Rochester School of Medicine and Dentistry.  In October 2012 he was designated the first Georgia & Thomas Gosnell Professor in Quality and Safety. Based in the General Medicine Division, he practices part-time as a board-certified general internist. 

He graduated from Harvard College with a BA degree and from Albany Medical College with a MD degree Magna Cum Laude. He then completed a 3 year Medicine Residency and a 2 year Fellowship in General Internal Medicine at Strong Memorial Hospital, before joining the faculty of the University of Rochester School of Medicine & Dentistry.

Dr. Panzer actively collaborates with national organizations and networks working to improve the state of the art of quality improvement.  He was first author of the article “Increasing Demands for Quality Measurement” published in a special edition of JAMA in November 2013.

Terrance P. Callanan

GRQC Board of Directors
Chief Culture Officer, Carestream Health Inc.

Terry is Chief Culture Officer for Carestream Health and is a member of the company’s senior leadership team. He is responsible for enhancing organization performance through employee engagement, talent development, customer focus and continuous improvement. He is a past Chair and Vice-Chair of GRQC. Prior to assuming the Chief Culture Officer role in 2018, Terry served as Chief Quality Officer for Carestream (2011-2018) during which time the Quality Office led the company's customer experience program, built organizational capability through lean and Six Sigma training and certification programs, and drove out waste in business processes. Other responsibilities included oversight of the company's Regulatory Affairs and Quality Systems function and its Environmental Health, Safety and Sustainability function.

Terry has a Ph.D. and M.S. in Statistics from Iowa State University, a B.S. In Statistics (with a biology concentration) from Colorado State University, and a Six Sigma Black Belt from Kodak. He has more than 30 years of experience in driving process improvements at Kodak, Carestream and in the Greater Rochester community. He is a lead trainer for GRQC's Quality for Leaders program, and served as a reviewer for the New York State "Empire State Advantage" Baldrige program. He has presented and published numerous papers through the American Statistical Association and other quality organizations. He is a passionate advocate, trainer and coach in the pursuit of performance excellence through customer focus and quality.

Vince Vezza

GRQC Board of Directors
Quality Professional
Vince is a contract Quality professional. He has over 25 years with Eastman Kodak and Johnson and Johnson as a Statistician, Quality Engineer, Process Engineer and Chemist.

Vince holds a M. S. degree in Applied and Mathematical Statistics and a B. S. degree in Chemistry from Rochester Institute of Technology. He is a member of the American Society for Quality and is past Chair of the Rochester Section, a member of American Statistical Association, and a former member of the adjunct faculty at Monroe Community College. He is presently Treasurer of the Greater Quality Council.