Dawn Newman 20 FEB 2018 ASQ Dinner at Favazza’s

Dawn Newman, Executive & Professional Coach and Organization Development Consultant

20 Feb 2018

Applied Creative Problem Solving – Building ASQ 1304’s Next Generation Value

Complex Problem Solving, Critical Thinking, and Creativity continue to top the list of future capabilities for Quality professionals. The Creative Problem Solving approach will tap into your creativity, spark fresh thinking, and uncover new ways to tackle complex challenges.

This workshop will explore the tools of Creative Problem Solving (CPS).
ASQ’s November 22, 2017 Roadmap for Growth: Providing Member Value email to members identified the challenge of delivering Next Generation Value to Members through the Three C’s of Content, Communities, and Capabilities.

The February workshop will explore tools of Creative Problem Solving (CPS), share a project application, and apply the CPS framework to generate new ways of addressing what matters in our local chapter & community.

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John Paschkewitz 20 MAR 2018 ASQ Dinner Meeting at Syberg’s

Accelerated Stress Testing

John Paschkewitz, Product Assurance Engineering, LLC.

Tuesday, Mar 20, 2018

Key Points in Reliability Engineering

My presentation will summarize key points from my lecture series at three universities in China
during May 2017, and it will highlight my observations during the 25 days in China.
I presented a series of six lectures at each of three universities. My wife and I visited Beihang
University in Beijing, Northeast University in Shenyang, and Zhejiang S & T University in

The lectures were presented to PhD students in reliability engineering and included:

  • Overview of Design for Reliability
  • Early Risk Assessment Methods
  • Accelerated Stress Test and HALT
  • Quantitative Accelerated Life Test

Afternoons and weekends were spent touring unique and historical sites and enjoying regional Chinese cuisine. The presentation will be structured to interest a general audience.

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Anita Marx 20 MAR 2018 ASQ Dinner at Syberg’s

Anita L. Marx, Founder, AIM Consulting LLC

Tuesday, Mar 20, 2018

B-FITSM:  Improve Organizational Fitness with Baldrige Basics

Whether it’s your body or your business, regular checkups are important to know what’s working and what needs improvement. Organizational fitness is a mindset and a process for overcoming status quo, continuously improving, and adapting to stay ahead of the competition.

The Baldrige Criteria for Performance Excellence is recognized throughout the world as the gold standard for assessing and improving organizational performance. It’s a roadmap on how to compete in this fast paced, hyper-competitive, ever changing world.

Although Baldrige is the gold standard for performance excellence, you may have heard myths and even wonder if it is still around. The reality is the Baldrige framework has stood the test of time and works for organizations…all sizes, all sectors.

In this session, we will:

  • Define organizational fitness and how to quickly assess fitness
  • Identify practices, policies, and procedures that contribute to status quo, complacency, and zap organizations of energy, sales, and profits
  • The basics of the Baldrige framework and how you can use it to B-FITSM
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Dr. Mark Lynch 16 JAN 2018 ASQ Dinner at Forrest Park Golf Course Clubhouse

Tuesday, Jan 16, 2018

Mark Lynch PhD PE

Mark Lynch, Development Team Lead, Superlative Technologies, Inc.

 ASQ’s Quality Body of Knowledge (QBOK) Framework

What is the Quality Book of Knowledge (BOK)? More importantly, what is in the BOK?

ASQ has created and maintained the Quality Body of Knowledge (QBOK) for a number of years.  The QBOK’s purpose is to assist in the knowledge and professional development of the quality community.  In this presentation, we will explore the QBOK Foundation, discuss many of the topics included, and discover where to find additional information on QBOK items.

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Tony Vago 16 JAN 2018 ASQ Dinner at Forrest Park Golf Course Clubhouse

Tuesday, Jan 16, 2018

Tony Vago, Executive Director of Strategic Initiatives, Mercy Hospital St. Louis

The Cost of (Poor) Quality: Why Do We Care?

Why do systems and processes fail, and what could some of the possible outcomes be when failure occurs? This presentation will look at why Quality professionals are needed in all industries and in all points of design, testing, and deployment of systems and processes. It will also look at why, when ignored, poor quality can be costly and even deadly.

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Jo Pang 17 OCT 2017 ASQ Dinner at Orlando Gardens

Jo Pang, management consultant, Slalom

Driving Quality From the Inside Out

As technology eliminates more simple, repetitive and purely logic-based labor, the work that’s generated requires more creativity, collaboration and empathy than ever. In other words, the Digital Age is enabling us to be more human. But are we ready to take advantage of that?

As quality professionals, being versed in process and technical capabilities as well as the invisible, but very real, psychological underpinnings of our organizations will be more important than ever.  This workshop will explore how we can develop our own skills through practical mindfulness training, and how this can positively impact our lives and the work that we do.

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Stephen Mundwiller 17 OCT 2017 ASQ Dinner at Orlando Gardens

Stephen Mundwiller, QM Liebel-Flarsheim, LLC

Traveling on International Business


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Mark Nordmeyer 19 SEP 2017 ASQ Meeting at Engr Club

Tuesday, Sep 19, 2017

Mark Nordmeyer, Business Process Consultant, Wells Fargo Advisors

Business Process Management at Wells Fargo Advisors

Businesses must improve their processes continuously in order to remain competitive and achieve success.  Failure to make process improvement a priority will result in higher costs and lower revenue.  Also, your customers will be less satisfied and your employees less motivated if you continue to process “the same way as we always do” and never embark on an effort for improvement.  Whether it resides with some sort of exception handling, invoice payment, or human resource procedure, every company has at least one broken manual process.  To make matters worse, many companies may utilize several software applications to facilitate the completion of a process.

Business Process Management (BPM) is a discipline that can optimize, execute, control, and automate your process.  BPM can also measure and analyze your process to provide real-time metrics to make business decisions and influence future improvement efforts.

In short, BPM simplifies and streamlines your process to keep it running smoothly.  According to Gartner, BPM brings attention to the highest-value processes — the ones that are most aligned with the business goals and strategy — for the best return on investment. [McCoy, David W. (2011, July 22) Business Process Management (BPM) Key Initiative Overview.]

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Bartz and Theby 19 SEP 2017 ASQ Meeting at Engr Club

Tuesday, Sep 19, 2017

Supplier Quality Assessment – from 0 to 80 in 2 years

Ameren’s Corporate Quality group is in its 2nd year of a critical supplier quality assessment program. The Program’s objective is to provide value, reduce both rework and risk, while supporting overall project goals. Ameren’s program consists of 4 phases; Supplier identification, Supplier program documentation review (desktop), Supplier quality process demonstration (on-site assessment) and defect/nonconformance performance monitoring (product/service).

The presentation will cover a general overview of Ameren’s assessment process; examples of supplier assessments; outline how Ameren’ Quality group works with the project team (engineering, sourcing, project management and the Supplier), and provide examples of the benefits realized from the program to date.

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2017 St. Louis Quality Conference Speakers

Click on the image to download the program

Keynote Speakers

Morning: Diane Brockmeier (CEO and President Mid-America Transplant)

Mid-America Presentation

Commitment to Excellence: Leading a Journey to Save More Lives

This talk will cover key leadership lessons learned along our Baldrige journey.  Diane will share how utilizing the Baldrige business model has helped our organization leverage our core competencies to improve.

Diane Brockmeier is nationally recognized for implementing several innovative best practices within the field of organ and tissue donation. Among her key accomplishments is the design and construction of a first-in-the-nation, on-site surgical suite for organ recovery. She also championed the establishment of OPO-operated driver’s license bureaus, leading to an increase in state donor registry enrollments. In 2016, Diane was named a recipient of the Most Influential Business Women Award from the St. Louis Business Journal and an inaugural recipient of the Healthcare Accomplishment Recognition Award presented by the St. Louis chapter of the Healthcare Businesswomen’s Association. Diane has been with Mid-America Transplant for 30 years, first as a nurse and then rising through the ranks to oversee all clinical services before becoming President and CEO in 2016. Her passion for donation, combined with her collaborative leadership style, builds consensus and fosters organizational growth and sustainability.

Lunch: Jane Killebrew (VP of Brewing and Quality for North America – Anheuser Busch)

AB-InBev Presentation

AB-InBev Presentation

Quality at Anheuser-Busch InBev


The spirit of innovation and a commitment to quality are at the heart of Anheuser-Busch’s history. They continue to be the defining characteristics of our company and people. What was once a local St. Louis brewery is now a global icon of excellence, and while the size of our fermentation tanks has grown over the years, we still honor the age-old tradition of brewing our beer one batch at a time.  Come here us discuss our quality processes and how we brew excellent tasting beer in all our breweries throughout the world.

Jane has worked in a variety of positions in brewing and product development in the North American Zone of AB InBev She’s worked extensively in the innovation area, where she’s helped develop and launch new brands, including the Shock Top family, Bud Light Lime, Goose Island Seasonals and the Bud Light Lime-a Rita family .

Today, as the Global VP of Brewing and Quality, Jane directs technical support and quality standards of the company’s 9 zones around the world.  This covers over 300 facilities producing beer, soft drinks, and raw materials. This includes 220 global breweries which produce over 400 brands of beer. She leads the global taste panel of ABI which monitors the quality and taste of our beers.  She has been with AB InBev since: 1985 (31 years).

Closing: Bill Troy (CEO ASQ)

ASQ Bill Troy Presentation

Rising Economic Power of Quality

For today’s organizations, these are challenging times. Entire industries are being disrupted by startups or innovators with new business models and technologies. A difficult global economy creates uncertainty. Today’s customers have a multitude of information at their fingertips and want greater choice and responsiveness. Rapid time to market is critical to competitiveness, and there is enormous pressure to design, build and ship products at blazing speeds.

Successful organizations have learned to deliver world-class quality through products, processes and people — no matter how unforgiving the business environment. They harness the enormous economic potential of quality management to attain leadership of their respective markets.

ASQ, in association with Forbes Insights — the research arm of Forbes Media — has explored the “Rising Economic Power of Quality” to identify organizations that have attained leadership through quality management, and examine the overall impact of quality on driving competitiveness in the 21st century. The research, based on the observations of executives and quality professionals from across the globe, identifies the links between quality efforts and corporate performance. This includes looking at the evolving business value of quality, and the tools and platforms making a difference, as well as plans to move forward with quality efforts. The actionable research provides companies with a roadmap toward better connecting quality efforts and corporate performance no matter where they are in their state of quality maturity.

William J. Troy joined ASQ in 2014 following a 38 year U.S. Army career, from which he retired as Lieutenant General (three stars). His most recent position was director of U.S. Army Staff at the Pentagon. Troy served in Europe, the United States, Asia, and the Middle East.

At ASQ, Troy directs the organization’s mission to advance quality and quality tools worldwide. His duties include ensuring the alignment of the strategies and goals established by ASQ’s board of directors. He also works with ASQ’s volunteer member leadersand represents ASQ as a board member of the ANSI ASQ National  Accreditation Board, Exemplar Global, and the Baldrige Foundation.

  • Troy was director of the U.S. Army Staff from August 2010 until July 2013. He led 20,000 military staff and civilians, assisted in the oversight of a $5 billion budget, and ensured the integration and coordination of policies, plans, and decisions affecting the entire U.S. Army.
  • Prior to his tour as director, he served as the Commanding General, U.S. Army Alaska, where he was responsible for the combat readiness of 12,000 soldiers, and the welfare of 20,000 family members.
  • He has held many significant general officer positions on behalf of the U.S. military, including Chief of Staff for III Corps in Iraq during Operation Iraqi Freedom.
  • Troy was commissioned in the infantry from the United States Military Academy, where he received a bachelor of science degree. He received master’s degrees from the Naval Postgraduate School, and the Naval War College, and was a Senior Fellow at Harvard University’s Weatherhead Center for International Affairs.
  • He is the recipient of numerous awards, including the Bronze Star, the Combat Infantryman Badge, the Ranger Tab, Master Parachute Wings, the Distinguished Service Medal, and Commander in the French National Order of Merit.

Lean Six Sigma Sessions

A1 Rod Toro

Edward Jones Presentation

How to transfer your skills from manufacturing to service?

This presentation will highlight 10 key principles that a quality, lean or six sigma practitioner can use to ensure their ability to make a meaningful impact for any service company.    The problems of seeing a product versus understanding the output and how to rely on tools and techniques in a different way will be presented.  Each attendee will be shown ten strong principles to overcome these and many other misconceptions.

Rod Toro, with Edward Jones, is a Deployment Leader for Strategic Initiatives in the Firm’s Operational Excellence.  As part of the original group, Rod led the deployment in the Finance, Client Strategies Group and Legal Compliance Division.   He also mentored, trained and coached the original group of team that is deploying in all levels and all divisions across the Firm.  Currently, he has been working with the Firm wide strategic initiatives concerning regulations from the Department of Labor, Enterprise Wide Risk Management, FA Selection and Retention, Regional Business Planning and other firm wide projects.

He has previously worked in a wide variety of industries (from manufacturing, pharmaceuticals, automotive, aerospace, electronics, medical devices, distribution, consulting etc.).  Rod owned his own consulting business for 7 years that helped hundreds of companies in a wide variety of industries install an effective quality management system meeting ISO 9001 and TS 16949 requirements.  He has presented in local, regional, national and global conferences (starting in 1992 throughout his career, presenting twice in 2016 at the  American Quality Institute ISO 9000 and Lean Six Sigma Conference in Nashville.  He has also helped companies become certified to the new ISO 9001:2015 standard.  In all these endeavors, 100% of the companies have been certified on their first attempt with no major noncompliances and averaging 3 minor ones per company.

A2 Jared Evans (MasterControl, Inc.)

Lean Culture Presentation

Lean Culture Presentation

Creating a Lean Culture of Continuous Improvement and Engagement

Clarence Francis once stated that enthusiasm, initiative, loyalty, and devotion can’t be bought but they can be earned.  During this session, attendees will be treated to an introduction of the Lean concepts of waste reduction through value stream thinking and the 6S standardization and organization system.  In addition, a method for implementing Lean culture will also be shared.  This method will help attendees learn how to earn the engagement of their team and avoid becoming a ‘flavor of the month’ corporate initiative.

Possible Take Away Skills/Concepts:  1) A method to capitalize on a company’s most valuable resource, its people!  2) A repeatable method for process improvement 3) Standardization and organizational concepts to help create a clean and well-ordered workplace 4) Tips to help manage complex change and earn enthusiasm when implementing a culture of Lean in an organization

A3 Fabrice Bouchereau (Process Zen Consulting)

Kaizen Kanban

This presentation will introduce techniques to combine various toolboxes and leverage the experience of participants to identify improvement opportunities for entire value streams and compile project Kanban linked to key business objectives and prioritized based on complexity and return on investment. Kaizen Kanban can be used to describe both the visual facilitation approach to lead flow kaizens and the communication boards that prioritizes projects for entire value streams based on complexity and return on investment.

“Kaizen” is commonly used to describe team supported events to quickly break apart and rebuild a process to function better.  “Kanban” originates from the Japanese word for signboard or Billboard.  They are traditionally implemented to signal to workers what to build next, or what parts to retrieve.  The Kaizen Kanban communication and prioritization boards are visible to all levels of employees within the organization.  They compile project linked to key business objectives and prioritized based on complexity and return on investment.  This tells improvement teams which projects are next in line for implementation.

Fabrice Bouchereau, PE, PMP, SSBB, is a licensed Industrial & Systems Engineer, facilitator and trainer. He has over 18 years of experience changing company culture and leading improvement projects in a broad range of industries including healthcare, medical devices, pharmaceuticals, textiles, transportation, oil & gas and energy. Fabrice is an award winning author and accomplished speaker.   Fluent in English, French, and Spanish, he has delivered training in the US, Caribbean, Mexico and Latin America. He founded Houston-based ProcessZen Consulting and his mission is to help organizations leverage quality and lean tools to achieve continuous improvement and the mindset to meet today’s innovation, quality and project management challenges.

Risk Management Sessions

B1 Greg Smith (St. Louis Regional Chamber)

Risk Management in the Supply Chain

Supply Chain Risk Management (SCRM) is an important part of Managing your Suppliers. SCRM is developing and implementing strategies to document, analyze, measure, and  plan to handle your risks.  Greg will talk about how he dealt with Supply Chain Risk as a long-time Purchasing Executive at a major manufacturer of metals and small caliber ammunition.   In his experience the supply chain needs to be more like supply bungies.  Come listen to his real-world experience in dealing with supplier chain risks in one of the most fascinating industries out there.

Director of Logistics Sector – St. Louis Regional Chamber.

Greg joined the St. Louis Regional Chamber in November 2016 as the Director of the Logistics.  He is an UMSL Graduate and has an MBA from St. Louis University.  He has spent over 30 years in Supply Chain Management at four large Corporations in the St. Louis Area.  As a long time Director of Purchasing, Greg routinely assessed risk in his employers supply chain and developed strategies to mitigate the risks to the greatest extent possible.

B2 Ronald Jackups, MD, Ph.D. (Wash U. Medical School)

Wash U. BJC Presentation

Clinical decision support in laboratory and transfusion medicine

Clinical decision support (CDS) is the use of information and communication technologies to improve clinical decision making and patient care. While CDS has been widely implemented in many aspects of clinical workflows, such as medication ordering and diagnostic prediction, its use in laboratory test utilization and transfusion decision making has only begun to be fully realized. In this session, we will discuss examples of CDS tools currently used by laboratory and transfusion services for different aspects of patient care, including ordering and physician feedback, with a focus on what succeeds, what fails, and why.

Ronald Jackups Jr. MD, PhD is an Assistant Professor of Pathology & Immunology and Pediatrics at the Washington University School of Medicine in St. Louis. He is also the Associate Chief Medical Information Officer for Laboratories at BJC Healthcare. Dr. Jackups completed his residency in Clinical Pathology and Transfusion Medicine at Washington University. He earned his MD and a PhD in Bioinformatics from the University of Illinois at Chicago. His research interests include clinical decision support and education in laboratory and transfusion medicine.


B3 Roger Crist (MoxTek, Inc)

ISO 9001 2015 Risk

ISO 9001 Risk Presentation

Addressing ISO 9001:2015 Risk Management Requirements with Quality Management Software

The ISO 9001:2015 standard has 12 specific requirements for performing risk assessment. This session will review how a local company has applied risk-based thinking in a variety of ways to address the risk management requirements, including use of a software-based risk tool.

Roger Crist, CQE, CQA, CMQ/OE, CSSBB, and CBA – Director of Quality, Moxtek, Inc.; and Strategic Partner, MasterControl Inc.

Roger Crist has over 25 years of experience as a quality professional covering aerospace, automotive, and FDA-regulated industries.  His positions have included working as a quality engineer, quality manager, and quality consultant as well as an assistant professor in the manufacturing program at Weber State University and an ISO 9001 lead auditor for an accredited registrar.    Roger is a self-proclaimed “quality nerd” and is currently serving as the Placement and Publicity Chair in his local ASQ section in Salt Lake City.

Takeaway Skills and Concepts:

  1. Review ISO 9001:2015 risk management requirements
  2. Learn valuable risk management tips from the real-world experiences of Moxtek, Inc. from Orem, Utah

Back to Basics Session

Dr. Elizabeth Cudney TPM C1 Dr. Beth Cudney (Missouri S&T)


Tejaswi Materla Ph.D. Candidate (Missouri S&T)

Improving Patient Satisfaction using Kano Models

The healthcare sector in the United States is constantly challenged with the growing cost and quality issues that arise due to the difficulties in the identification of complex patient needs. Healthcare providers are focusing on understanding patients’ needs that greatly impact their satisfaction by implementing quality methodologies and tools to manage rising healthcare costs and enhance healthcare service quality as well as patient safety. This session will present the application of the Kano model to identify a diverse range of patient needs and convey its potential usefulness in the continuous improvement of the healthcare sector. Topics will include identification of patient needs, categorization of the needs based on their impact on satisfaction, and prioritization of the needs based on their strength values (category and total) that indicate an important patient perspective.

Elizabeth Cudney, Ph.D. is an Associate Professor in the Engineering Management and Systems Engineering Department at Missouri University of Science and Technology. She received her B.S. in Industrial Engineering from North Carolina State University, Master of Engineering in Mechanical Engineering and Master of Business Administration from the University of Hartford, and her doctorate in Engineering Management from the University of Missouri – Rolla. In 2017, Dr. Cudney received the 2017 Yoshio Kondo Academic Research Prize from the International Academy for Quality for sustained performance in exceptional published works. In 2014, Dr. Cudney was elected as an ASEM Fellow. In 2013, Dr. Cudney was elected as an ASQ Fellow. In 2010, Dr. Cudney was inducted into the International Academy for Quality. She received the 2008 ASQ A.V. Feigenbaum Medal and the 2006 SME Outstanding Young Manufacturing Engineering Award. She has published six books and over 65 journal papers. She holds eight ASQ certifications, which include ASQ Certified Quality Engineer, Manager of Quality/Operational Excellence, and Certified Six Sigma Black Belt, amongst others. She is a member of the ASEE, ASEM, ASQ, IISE, and the Japan Quality Engineering Society (JQES).

Tejaswi Materla is a Ph.D. candidate in the Department of Engineering Management and Systems Engineering at Missouri University of Science and Technology. She received her B.E. in Electrical and Electronics Engineering from Osmania University, M.S. in Engineering Management and Graduate Certificate in Lean Six Sigma from Missouri University of Science and Technology. Before receiving her Master’s degree, she worked as a Software Engineer in power and software sectors of India. She is an ASEM Certified Associate Engineering Manager and the 2016 recipient of the Herbert McMahon Education Grant by American Society for Quality (ASQ) St. Louis Section 1304. She is a student member of the ASQ, IISE, and ASEM.

C2 Bill Hatheway  (MoreSteam)

7 Quality Tools

7 Quality Tools

Quality Tools Workshop

President and CEO

Seven Basic Tools of Quality: Using the 7 Tools to Improve the 7 Tools

Back in the 1950s, Edward Deming emphasized basic tools for quality improvement.  Inspired by Deming’s lectures in Japan, Kaoru Ishikawa is attributed with further defining Deming’s basic tools into seven specific tools:

  1. Cause and Effect Diagrams
  2. Check Sheets
  3. Control (Run) Charts
  4. Flow Charts
  5. Histograms
  6. Pareto Charts
  7. Scatter Plots

Ishikawa believed that “As much as 95% of quality related problems in the factory can be solved with seven fundamental quantitative tools.”  This tool-set was touted as simplifying the perceived complexity of continuous improvement, thus bringing a quality focus to front-line employees.

But much has changed in the last 60 years.  Has Ishikawa’s belief held true in modern application?  Are companies successfully using these seven tools to solve 95% of their problems?  Join Bill Hathaway for an overview of the original Seven Basic Tools of Quality and a discussion regarding their practical application.

Key discussion points:

  • Are these the tools most frequently used for process improvement projects?  See what the data analytics reveal.
  • Considering that these tools were originally selected for a manufacturing environment, are they universally applicable across industries, e.g. service industries?
  • Is this list sufficient to implement and sustain improvement?  If not, what’s missing from the list?

Prior to founding MoreSteam in 2000, Bill Hathaway spent 13 years in manufacturing, quality and operations management. After 10 years at Ford Motor Co., Bill held executive level operations positions with Raytheon Amana Home Appliances and Mansfield Plumbing Products.  Bill has undergraduate and graduate degrees in finance and operations from the University of Notre Dame and Northwestern University’s Kellogg School of Management.  He continues to serve as MoreSteam’s president and is a frequent speaker on process improvement topics.

C3 Peg Drummond (SuperTeams)

Team Building for Lean Six Sigma

CEO and Lead Facilitator and Trainer

Peg knows teams…

Remember the last lousy meeting you had to sit thru?
Starts late, off topic, no agenda or focus, personalities take over, no actions or follow up, the voice in your head yelling “HELP! Please get me out of here!”

In this interactive session you will learn and practice how to:

  • Prepare yourself and your team for SUCCESS!
  • Open each meeting and training with energy, organization and laser focus.
  • Ask strategic questions to increase your team’s engagement and participation
  • Keep the team on track and moving forward.
  • Manage dysfunctional behavior respectfully.

Through role-plays, and opportunities to practice, participants will experience a “hands – on” upgrade in their skills and walk away with new ideas that can be implemented the very next day at work. And ZERO power point! Learn what makes them work, what stops them cold…

Since 1994 Peg Drummond has lead hundreds and hundreds of meetings from Process Redesign, Strategic Planning Sessions, and Business Plan Rollouts with billions on the table. Her real passion is inspiring leaders and transforming organizations by changing what happens in meetings and on teams. Peg says, “It doesn’t matter how thorough your research and data are, if your team is not motivated to work with YOU – your project will be compromised.” Right out of high school, Peg began learning about the power of teams.

She joined the U.S. Air Force and was trained as a medic. Mentored by two Viet Nam Veteran medics, she learned the meaning of teamwork, following a process, grace under pressure, your team having your back and how that builds trust, the value of keeping your sense of humor – even in the most challenging of times, and the power we each have to facilitate kindness.


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