2021 Day of Quality Overview


Modeled after the United Way's Day of Caring, Day of Quality matches organizations with process excellence professionals for a one-day session to help improve organizational procedures and processes. The program is a free service benefit for GRQC members and $50 for non-members.


Applications can be downloaded by clicking below and are due Monday, August 30, 2021 to Lori Cohen at Lcohen@compassqs.com.



  • Monday, August 9, 2021:  Optional RIT class: Introduction to Process Improvement

  • Monday, August 30, 2021: Initial applications due to Lori Cohen at lcohen@compassqs.com

  • Thursday, September 16, 2021, 9:00-10:00 AM: Virtual Kick Off       

  • Thursday, November 4, 2021: In-person Day of Quality

  • Thursday, December 9, 2021: (Time & location TBD): In-person Celebration and Recognition

  • Thursday, January 20, 2022: Virtual Follow-Up Session

The best project is an operational process that an organization performs very often—perhaps even on a daily basis.  Experienced quality professionals will work in partnership with you to identify ways to improve processes, and implement as many improvements as possible, all in one day – Thursday, November 4, 2021.   Click here to view lists of previous years' participants and projects.


Need Help Choosing a Good Project?

  • Option 1 - Phone-a-friend. These professionals and members of the Day of Quality committee are available by phone to help you choose an appropriate project:

    • Lori Cohen  (585) 737-8441

    • Bill Self  (585) 370-1038

    • Lynn Hettel  (585) 750-8160

    • Ginger Rinas  (585) 750-6025


  • Option 2 – Do It Yourself Considerations for choosing a process to be worked include:

    • Definition — A process is something that takes inputs, changes them and then produces an output for you, your clients (either inside or external to your organization), etc.

    • Process Pain Points — Choose a process that takes too much time, money, resources or does not satisfy you, your staff, customers, etc.

    • Process Scope — The process must have a distinct starting point and ending point—processes that span too many departments or teams within your organization can be large and hard to organize for one day’s effort (it is helpful to list what is “in” and “out” of scope)

    • Process Scale — Scales refers to which product lines, locations, customer segments, or other factors are to be the focus of the improvement initiative (it is helpful to list what is “in” and “out” of scale)

    • Process Understanding — We need to measure the current state of the process, analyze the root causes of the problem, develop some solutions and discuss the leading solutions thoroughly—we have one day to accomplish all these steps

    • Ability to Change — You must have the ability to make the changes that are within your control—generally technology or budgetary changes can require more intense effort and scrutiny and may not be appropriate for a one-day project.


Creating a Problem Statement

  • Create your problem statement using this fill-in-the-blank template:

We have a <insert process name here> process to <describe what the process is intended to do>.  The process starts <identify the process starting point> and ends <describe the process ending point>. The scope does not include <list process steps outside the focus of the improvement initiative>. The process as performing is not meeting our needs.  <Quantify how the process is not meeting your needs compared to a desired goal>.  The goal of the project is to <describe project goal> resulting in <describe benefit>. The scale of the improvement effort includes <list> and excludes <list>.



  • We have an Accounts Payable Process to pay outstanding invoices each day.  The process starts when the employee asks for a bill to be paid and ends when the check is sent.  The scope excludes invoice preparation and check deposits. The process as performing is not meeting our needs.  It takes an employee about 2 hours per day to gather the information needed to pay the invoice correctly versus a goal of 1 hour.  The goal of the project is to reduce the time required to collect the required input to prepare for payment to 1 hour per day, resulting in 30 hours less time per month.  The scale of the improvement effort includes invoices from the western region only and excludes other regions of the state.

  • We use the Daily Appointment Process for scheduling of customer meetings with our professionals. The process starts when a meeting is requested and is completed when the meeting is successfully scheduled. The scope excludes making calendar updates at the start of each day. The process as performing is not meeting our needs.  Each day, two people on my team process about 15-25 requests per person for professional appointments which takes about 2 hours per day per employee versus a goal of 1 hour per day per person.  This impacts customer satisfaction because of the time required to set up the appointment and affects employees because of the waiting time involved.  Our goal is to reduce the time required to successfully complete the booking of these meetings to 1 hour per person per day, saving 60 hours work time per month, while not increasing the number of staff people to do this.  The scale of the improvement effort includes customer-requested meetings only and excludes meetings requested by our professionals.



Participant to-do list

  • Submit application by Monday, August 30, 2021 to be eligible for Day of Quality


  • Work with the Day of Quality Committee and your assigned quality professional to refine your application to set you up for success.


  • Work with the quality professional prior to the November 4 to create a current state map and identify data to be collected and used on the Day of Quality. 


  • Identify the following staff members from your organization to participate:

    • A Project Sponsor and Team Leader who will (1) talk with a representative from the Day of Quality committee for about 30 minutes to assess the adequacy of your project for Day of Quality, and (2) talk with your assigned GRQC quality professional for approximately an hour about your organization and refine your one-page application if needed.  The Project Sponsor generally presents the process improvements and benefits at the Day of Quality Celebration, Thursday, December 9, 2021.

    • A Team Leader who will work with the GRQC team the entire day on the Day of Quality, and take responsibility for ensuring any action items from the event are completed.

    • A team from your organization comprised of the people who perform the work within the process you want to improve. All team members are expected to stay for the entire day.  The Team Leader is required to attend the Virtual Kickoff, Celebration, and the virtual follow-up session to discuss your improvements.  All other team members are encouraged to attend the Kickoff and Celebration.