Leadership Team Bios

2016 SQD Leadership

A division board of service professionals leads the Service Quality Division from many different industries. We volunteer our time and energy to create and sustain division benefits and services that will help our members to attain excellence in service quality. We invite you to join us.

Elected Officers


Jan Peace

Immediate Past Chair

Jan Peace is a Senior member of ASQ and currently holds the position of Immediate Past Chair for the Service Quality Division for the 2016-2017 term.  Jan joined the Division in 2004.  She has held several positions in the Division including Chair, Chair-Elect, Secretary, SQD Conference Co-Chair , Awards Chair, and Nominating Chair.  In her professional life, Jan is the Senior Director of the Quality, Performance, & Risk Management department at CONEXIS, a division of WageWorks.  Jan was specifically hired in 2004 to create and develop a quality assurance and performance management team that would audit and measure performance for key metrics and service level agreements. Soon after establishing the department, she created a team to begin monitoring internal controls and assess the risk associated with those controls.  The roles and daily tasks for the department have centered recently around performance guarantees.  Previously she worked with a contractor and the Department of Homeland Security in CIS where she managed a team of Quality Assurance Analyst performing process audits at various offices across the nation for quality performance.

She attended the University of Texas in Arlington, TX; holds a CQIA and Internal Auditing in ISO 9000-2001 certificate.  She is trained in a variety of disciplines such as risk management, project management, Lean, Six Sigma, ITIL, and customer service.

      Leia Patzernuk

      ASQ Chair

      Leia Patzernuk is a senior member of ASQ, and currently holds the position of Chair for the Service Quality Division for the 2016-2017 term. She has been actively involved in the Division since 2009, holding a variety of positions, including Awards Chair, Internet Coordinator, Secretary, and Chair-Elect before taking on this volunteer role.

      Outside of the Division, Leia is a Transformational Specialist for the Hamilton Health Sciences – HNHB eHealth Office, where she oversees a team of change management specialists, supporting the implementation of eHealth solutions. Prior to this, Leia worked for Maritz Canada for almost 20 years in various senior leadership positions. She is an experienced change agent having led corporate and cross-functional business improvement change management initiatives during her time at Maritz. Leia’s educational background includes a Master of Business Administration degree from Athabasca University, and she has completed a variety of change management and strategic communications training.

        Polly LeBarron


        Polly LeBarron is a Client Officer at National Quality Review (NQR) with senior leadership and relationship management responsibilities.  She is a senior leader in NQR’s Correspondence, Processing Operations, and Customer Satisfaction research services, and also serves as a principal consultant for NQR Institute.  Polly joined NQR in 1995 and provides expertise in operations, shareholder communications, compliance, data management, and insight into industry objectives in supporting NQR’s clients.

        Polly received a B.A. in Political Economy from Williams College.  She earned a Six Sigma Black Belt from the University of Michigan and also holds ASQ’s Quality Improvement Associate certification.

          Terri Nokleby


          Terri Nokleby has been an active member of ASQ since 2015 and currently holds the position of Secretary for the Service Quality Division 2016-2017 term.  Terri works with Cargill, a privately held company headquartered outside of Minneapolis, MN. that employs 150,000 employees & provides food, agriculture, financial, industrial products and services in 70 countries.  Her career at Cargill spans over 20 years and includes global positions in Information Technology (IT) management, Enterprise Architecture, Internal Audit, and IT Quality. Terri holds a Bachelor of Arts degree in Communication from the University of MN as well as various technical certificates.

            Committee Chairs


            Holly Mensen

            SQD Scholarship Chair and SQD Awards Chair

            Holly Mensen serves as both our SQD Scholarship Chair and SQD Awards Chair.  Holly has been an active member of SQD for 10 years and received the SQD Outstanding Service Award in 2012.  Holly began working in quality in 2004 and became an ASQ Certified Quality Auditor in 2009.  Holly has a BA in Human Communications from Abilene Christian University in Texas and an MS in Human Resource Management from Troy University in Alabama.  Holly works in the defense industry and currently works for Odyssey Systems Inc.  She has four children, three dogs, and loves the outdoors.  If you have any questions regarding scholarships or awards offered by SQD, Holly will be more than happy to help and can be reached at chmensen@gmail.com.

              Masa Ito

              Marketing Chair

              Masa is the Marketing Chair for the Service Quality Division. 17-year tenure in the hotel industry, including eight years with the Malcolm Baldrige awarded Ritz-Carlton Hotel Company. In healthcare since 2013 as Director, Support Services Quality & Training at NewYork-Presbyterian Hospital.ASQ-CMQ/OE, SSBB and CHA. Holds a Master Certificate in Hospitality Management from Cornell University.

                Matthews Ed

                Membership Chair

                Ed is a Coporate Process Excellence Leader / Lean Master for Honeywell International. Ed joined Honeywell in 1977. Ed has held various technical and leadership positions which include Operations Manager, District General Manager, Area Service Leader, Six Sigma Leader, Quality Leader, Process Improvement Leader (Business Unit Level), and current role on the Honeywell Corporate Process Excellence Team. In this role Ed is responsible for maintaining, improving, developing and assessment of the Honeywell Operating System (HOS).

                Ed has received various technical and leadership awards from Honeywell.

                Ed has a BS Management and MBA from Rutgers University. Ed holds ASQ Certifications for Certified Manager of Quality / Organizational Excellence and Six Sigma Back Belt. Ed holds Honeywell Certifications for Green Belt, Lean Expert, and Lean Master.

                  Zubair Anwar

                  Chair SQBoK

                  Zubair Anwar is senior management professional. He has more than 18 years of excellent performance in heading and providing business solutions by way of Technological/Operational/Strategic Management, Program/Project Management and Business Process Re-engineering. He is an ASQ Certified Manager of Quality and Organization (CMQ/OE), Certified Six Sigma Green Belt (CSSGB) and Certified Six Sigma Black Belt (CSSBB). He holds a BS Degree in Electrical Engineering and MS in Engineering Management and has completed postgrad courses from renowned US universities. He has extensive experience in Strategy Formulation/Implementation, CAPEX/OPEX, Partners & Vendors strategy, Contract Process & management, Corporate processes for invoicing & Payments, Business Continuity and Disaster Recovery and general management in service sector.

                  He has versatile experience in implementation of Six Sigma & Quality Systems in big organizations. He has participated as Leader/Member in Steering Committees, Taskforces on various initiatives for improvement of cross functional processes and benchmarking. Numerous professional and technical training attended and imparted in various parts of the world. He has several International Publications. He is associated with ASQ and IEEE as senior member. He has worked on various corporate initiatives with International Consultants such as Mckinsey, BCG, Booze & Company, Ernst & Young, AT Kearney, Detecon International etc. He is corporate trainer, adjunct Faculty and Guest Speaker in renowned Universities.