Leadership Team Bios

2017 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.

            Rob Houle


            Rob’s too busy managing our finances to share his bio and picture, but we’re grateful to have him on board!

              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


                  Alan Bruno

                  Audit Chair

                  Alan held the role of Treasurer for many years with the Service Quality Division.  He has since transitioned to our Audit Chair, ensuring the Audit Team is fully supported each year.

                      Colleen Bolton

                      Special Projects

                      Colleen is the master of our special projects, and a jack of all trades.  She has been instrumental in helping with our conferences, and is now helping with our Educational Event.  It’s always great to have her as part of our team.

                          Dan Zrymiak

                          Membership Chair

                          Daniel Zrymiak, from Surrey, British Columbia, Canada, has more than 25 years in quality management. Daniel manages projects for Accenture having previously worked in Hong Kong, Germany, and Canada in business services, manufacturing, medical software, and web commerce solutions. Daniel also taught software quality and statistics at the University of British Columbia, British Columbia Institute of Technology, and Kwantlen Polytechnic University. Daniel is an ASQ Fellow and received ASQ’s Crosby and Feigenbaum Medals and Testimonial and Service Awards. Daniel is certified as an ASQ CSSBB, CMQ/OE, CSQE, CQE, and multiple lead auditor credentials. Daniel has spoken at multiple ASQ conferences, wrote and reviewed publications for ASQ journals and Quality Press; and serves ASQ in multiple member-leader roles and committees.

                              Daniel Fishman

                              Education Chair

                              Daniel Fishman is our Education Chair, and joined the Division in May 2017.

                                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.

                                    Keith Joy

                                    Volunteer Coordinator

                                    Keith has been instrumental in building the Service Quality Division leadership team for many years.  Sadly, we haven’t been able to post a picture yet, as he’s too sharp of a dresser, and would put the rest of us to shame.  I would encourage you to reach out to him though.  Five minutes chatting with him and your hooked.

                                        Maria Stoletova

                                        Training Webinar Chair

                                        Maria is key to ensuring our we’re able to offer webinars to our members.  She works tirelessly in the background engaging with speakers, and making the whole process flawless.

                                          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.

                                              Therese Steiner

                                              Publications Coordinator

                                              Therese Steiner is our Publications Coordinator.  She joined our Division in May 2017.

                                                  Tracy Owens

                                                  VOC Chair

                                                  Tracy manages our Voice of the Customer program, ensuring we’re soliciting member feedback to continually improve.  He’s also supporting special projects, bringing thought leadership and innovation to our activities.

                                                    Zubair Anwar

                                                    SQBoK Chair

                                                    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.