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.
Bruce Capron

Vice Chair, GRQC
Assistant Superintendent for Business and Operations, Honeoye Falls-Lima Central School District
Dr. Bruce Capron is the Assistant Superintendent for Business and Operations at the Honeoye Falls – Lima Central School District.  Prior to beginning his work at HF-L, Bruce held positions in engineering, marketing, sales, and business development in the semiconductor, laser, medical device, and optics industries.  Bruce received a B.S. degree from the University of Maine, a Ph.D. in Chemical Engineering from the University of California, Berkeley, and recently a Masters in Educational Leadership from Canisius College.  Bruce is Vice President of the Greater Rochester Quality Council, chairs the Professional Development committee for the Finger Lakes hub of the Empire State STEM Learning Network, is a member of the Monroe County Educational Coalition, and is Vice President of the Monroe County Chapter of the Association of School Business Officials.  He is a certified ski instructor, and enjoys sailing and woodworking.
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.
Angelica Perez

GRQC Board of Directors
Villa of Hope
Angie Perez was named Vice President of Administration and Behavioral Health Services at Villa of Hope in October 2013. Perez holds a Bachelor of Science in Community and Human Services from SUNY Empire State College and a Master of Science in Health Administration from Roberts Weslyan College. Her career path in behavioral health includes extensive clinical and quality improvement roles. Most recently, Perez served as the Coordinator of Continuous Quality Improvement at Horizon Health Management Group, LLP. Perez was named a Latina to Watch by Rochester La Voz in 2010.
Bernadette A Durman

GRQC Board of Directors
Business Strategy and Marketing Executive
Bernadette (Bernie) Durman is a business strategy and marketing executive. Bernie brings her strategic thinking and customer perspective to every engagement.  Her collaborative approach yields transformational results.

Bernie is currently Manager, Strategic initiatives, US Customer Business Operations (Back Office) at Xerox Corporation where she leads cross-functional teams using her Lean Six Sigma skills.  She has held a variety of management roles, and is recognized for stellar performance in marketing integration, product management, product marketing, strategy and pricing. 

Bernie is a board member of the Greater Rochester Quality Council where she also leads the Lean SixSigma Consortium.  She was a 2010 Athena finalist recognizing her contributions to business and the community.   Bernie earned an MBA from the Rochester Institute of Technology and completed Smith College’s Management Program.  She is a certified Lean Six Sigma Master Black Belt.

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.
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 Quality and Risk Management Hillside Family of Agencies
Darlene is the Director of Quality and Risk Management 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.

James Fenton

GRQC Board of Directors
President and Owner, Antrim Consulting
Jim Fenton is the President and Owner of Antrim Consulting and has over 20 years of experience helping school districts, colleges, and healthcare institutions develop and implement effective improvement initiatives. He has a deep expertise in strategic planning and execution, teaching strategy at a graduate business program.

Jim is a certified Lean Six Sigma Black Belt and is an experienced Strategy Manager with the Balanced Scorecard Methodology.

Jim held various leadership positions including Chief Strategy Officer and Director of Operations at a large urban school district. He also held a variety of leadership positions at Honeywell Incorporated and has developed and managed large public capital projects. For example, Jim's delivery and finance structure for the Niagara Falls High School project has been widely cited as an example of innovation in public/private partnerships and was the subject of a front page report of the Wall Street Journal.

Jim holds a Master's in Strategic Leadership, sits on several non-for profit boards, and is a frequent speaker at business, education, and continuous improvement events.

James Boyd

GRQC Board of Directors
Operations and Engineering Director, Kodak
Jim Boyd is an operations and engineering executive specializing in new business startups.

Jim is currently Operations Director for the Micro 3D Printing program at Kodak. He previously held leadership roles in Kodak's consumer inkjet business, and prior to that was worldwide quality manager for Kodak's single use camera business. 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, and deliver strong business results.

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.
Jamie Warren

GRQC Board of Directors
Labor Relations Manager, City of Rochester
Jamie is the Labor Relations Manager for the City of Rochester.  Jamie advises the Mayor and department heads on contract matters and conducts related research.  She negotiates and administers collective bargaining agreements with City employee unions. Jamie processes grievances, represents the City in arbitration proceedings and legislative hearings, and represents the City in conferences and hearings before the Public Employee Relations Board. Jamie holds regular labor-management meetings in departments to identify and address various labor issues. She also advises and trains supervisory and management personnel in contract interpretation and administration, manages the Employee Assistance Program and manages the City's Drug and Alcohol Testing Program. 
Jamie holds a Certificate of Advanced Study in Educational Leadership and a Master of Science degree in Bilingual Special Education.  Jamie Warren recently joined the board of the Greater Rochester Quality Council and is looking forward to the opportunity to support and promote performance excellence in businesses and organizations across Greater Rochester.
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
Rochester Regional Health
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 is currently the System Director of Quality for Rochester Regional Health. 
Leslie Henckler

Board of Directors
Manager, Business Process Improvement, Paychex

Sr Manager responsible for business process improvement across the enterprise for Paychex. Well skilled in both lean and six sigma methodologies and a highly capable facilitator of teams.

 Since 2000, I have been driving process improvement deployments across enterprise wide value streams in business process and manufacturing arenas.

 Currently working along the full continuum of deployment - Policy deployment and senior leader coach for driving process improvement to tactician driving daily kaizen..

 Educator of lean thinking and lean methodologies for local community college lean program and at Paychex University for supervisor, mananger and executive level.

 Specialties: Lean; Six Sigma MBB; teacher and student of Toyota Production System (TPS) thinking

Mark Smith

GRQC Board of Directors
Rochester Institute of Technology

Mark Smith is Director of Leadership Programs and Directorof the John D. Hromi Center for Quality & Applied Statistics (CQAS) in theKate Gleason College of Engineering at RIT.  He is responsible forgraduate programs in Product Development and Manufacturing Leadership, includingcertificates and customized offerings for corporate clients.  As Director ofCQAS, he oversees an organization that delivers training, education, andconsulting to the manufacturing, services, and healthcare sectors to helpimprove processes and decision-making.

Prior to joining RIT he spent nearly 20 years in medicalelectronics R&D.  Mr. Smith has a Engineering Science from the University of Virginia and an M.S. inElectrical Engineering from the University of Rochester. 

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.

Mike Della Porta

GRQC Board of Directors
Vice President, Technology & Operations, Butler/Till

Mike Della Porta is a 10 year Media and Analytics veteran and serves as Vice President, Technology & Operations at Butler/Till, a leading employee-owned media and communications agency headquartered in Rochester, New York. He leads three phenomenal groups at B/T including Analytics, Project Management and Information Technology and joined the Senior Leadership Team in 2014. Mike and his teams focus on harmonizing people, process, data and technology to help clients connect with current and prospective customers.

Mike earned a Bachelor of Science degree in Graphic Media Publishing from RIT. In 2016, he earned his Yellow Belt in Lean Six Sigma from RIT.

He has been an active member of the GRQC since 2012 and is a GRQC 2014 Quality Excellence Award recipient (Silver, Team Excellence category).

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 Quality Officer, Carestream Health
Terry is the Chief Quality Officer at Carestream Health, headquartered in Rochester, NY.  He is a past Chair and Vice-Chair of GRQC.

Terry has a Ph.D. in Statistics from Iowa State University, and a Lean Six Sigma Black Belt from Eastman Kodak Co. He has over 30 years of experience in driving organizational improvements at Kodak, Carestream Health and in the community through process improvement projects. He has served as a reviewer for the New York State "Empire State Advantage" program, and has presented numerous papers through the American Statistical Association and other quality organizations.
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.