Excellence.ca Magazine - "Excellence Made Possible" - November 2019

Made Possible

Isabelle tells us her PERFORMANCE EXCELLENC E SUMMIT & about writing CANADA AWARDS FOR EXCELLENCE

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EXCELLENCE I N N O VAT I O N & WELLNESS

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excellence, innovation, and wellness ® It's our standard.

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At Excellence Canada we are using our evidence-based resources, tools and best practices to transform

workplace cultures across Canada. Our Excellence, Innovation and Wellness ® Standard helps organizations become the best in class.

To learn more about how we can help you create a better work environment and make your organization stronger visit us at excellence.ca or call 1-800-263-9648 ext 211 for a complimentary consultation.

Champion of Excellence, Innovation and Wellness®

North American Centre, 5700 Yonge Street, Suite 200, Toronto, ON M2M 4K2 | tf. 800.263.9648 | t. 416.251.7600 | www.excellence.ca

W E L C O M E

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On behalf of the Board of Governors and the Board of Directors of Excellence Canada, I would like to welcome you to the 35th annual Performance Excellence Summit and Canada Awards for Excellence luncheon.

The theme of this year’s Summit - “Excellence Made Possible” - captures our belief that excellence can be achieved in an organization when a team of dedicated and knowledgeable employees commit to work together, with the guidance and assistance of our coaches and trainers, to implement Excellence Canada’s Standards and to strive for excellence, innovation and wellness in their organizations.

I trust that you will find our program moving, inspirational and educational. You will learn from the Presidents and Vice Chancellors of two of our award-winning universities: Carleton University and the University of Waterloo. You will hear a heartfelt and personal presentation from our Master of Ceremonies, Erin Davis who has authored a Canadian bestseller titled Mourning Has Broken: Love, Loss and Reclaiming Joy. These keynotes will be followed by concurrent workshops on “Leading Culture Change Towards Excellence” and “Creating Innovation Superheroes.”

During our gala luncheon we will be amazed by the culture of excellence at the Magic Kingdom as told by a former Vice-President at the Walt Disney World.

After lunch we will be presenting four outstanding women with the Board of Governors’ Special Recognition of Achievement Awards recognizing them for their groundbreaking work and achievements in business, health care, human rights and sport.

In the afternoon we will be presenting the Canada Awards for Excellence to 23 outstanding organizations in the private, public, institutional and not-for-profit sectors from across Canada. We extend hearty congratulations to all the award recipients.

Thank you for joining us today. We hope that you will return to your organizations even more inspired to continue to do the great work that you are doing to “Make Excellence Possible.”

Allan N. Ebedes President & CEO Excellence Canada

EXCELLENCE MADE POSSIBLE. | 1

CONTENTS FEATURES

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MESSAGE FROM THE GOVERNOR GENERAL OF CANADA 2019 RECIPIENTS Get to know the 2019 Canada Awards for Excellence Recipients

CENTREFOLD PERFORMANCE EXCELLENCE & CANADA AWARDS FOR EXCELLENCE PROGRAM

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SE HEALTH’S PURSUIT OF EXCELLENCE

By Harvey Foote

ARTICLES

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WELCOME MESSAGE FROM THE PRESIDENT

By Allan N. Ebedes

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SUPPORTING COMMUNITY WELLNESS Alberta Blue Cross receives Canada Awards for Excellence, Certificate of Merit for Financial Wellness

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MOURNING HAS BROKEN: LOVE, LOSS AND RECLAIMING JOY

By Erin Davis

OUR JOURNEY TO MAKE THE WSIB THE SAFEST AND HEALTHIEST PLACE TO WORK WSIB’s Mental Health and Wellness Team (from left to right: Alison Williams, Donna Holmes, Andrew Thompson, Alexis Johns, Francis Carbonu Kwawu, Zabina Meru and Laura Boyko)

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QUALITY STANDARDS SIMPLE BUT NOT EASY

By Dan Cockerell

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 2

PERFORMANCE EXCELLENCE SUMMIT & CANADA AWARDS FOR EXCELLENCE

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ISSUE | NOVEMBER 2019

EDITORIAL EDITOR-IN-CHIEF / ALLAN N. EBEDES CREATIVE DIRECTOR / NIKI MARUSIC COPY EDITOR / BEVERLEY KRONE AND BONITA SAVARD

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ADVERTISING

WE ALL CARRY A BURDEN AND WE ARE ALL ON A JOURNEY OF HEALING

NIKI MARUSIC TEL: 416.251.7600 ext. 231

By Dr. Benoit-Antoine Bacon HOW TO REACH US

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CAN YOU TEACH AN OLD DOG, NEW TRICKS? HOW TO LEAD CULTURE CHANGE TOWARDS EXCELLENCE

By Dr. Adam Stoehr

Please address all correspondence to: EXCELLENCE CANADA North American Centre 5 7 0 0 Yo n g e S t r e e t , S u i t e 2 0 0 To r o n t o , O N M 2 M 4 K 2 T E L : 4 1 6 . 2 5 1 . 7 6 0 0 • FA X : 4 1 6 . 2 5 1 . 9 1 3 1

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EMAIL: info@excellence.ca WWW.EXCELLENCE.CA ADVERTISING INQUIRIES TEL: 416.251.7600 ext. 231 ads@excellence.ca COPYRIGHT IDEAS AND OPINIONS EXPRESSED IN THE ARTICLES DO NOT NECESSARILY REFLECT THE VIEWS OF EXCELLENCE CANADA OR THE PUBLISHER. NO PART OF

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THIS PUBLICATION MAY BE USED WITHOUT WRITTEN

INNOVATION - A CULTURAL MOVEMENT WITHIN AN ORGANIZATION

PERMISSION FROM THE PUBLISHER. P R I N T I N G PA RT N E R

By Dr. Feridun Hamdullahpur

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SUN PRINTING HOUSE LTD.

INNOVATING WITH EXCELLENCE: 8 WAYS TO CREATE SUCCESSFUL INNOVATION

By Shelli Baltman

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PEACE OF MIND: THE CANVAS FOR PAINTING A BEAUTIFUL LIFE

By Colin De France COVER Bianca Andreescu 2 0 1 9 C a n a d i a n a n d U S O p e n Wo m e n’s Tennis Champion

EXCELLENCE MADE POSSIBLE. | 3

MESSAGE DE LA GOUVERNEURE GÉNÉRALE

MESSAGE FROM THE GOVERNOR GENERAL

B O A R D

O F

D I R E C T O R S

Colin Brown Director Excellence Canada

Neil Crawford Practice Leader, Strategic Human Resources

Dr. Hugh Drouin Director Excellence Canada

Allan N. Ebedes President & Chief Executive Officer

Excellence Canada

Consulting, Stratford Managers Corporation

Laura Nashman Chief Executive Officer

BC Pension Corporation

Richard Perri Chief Financial Officer ADP Canada

Shirlee Sharkey Chair, Excellence Canada President & Chief Executive Officer SE Health

John Wilson Founder & CEO CEO Global Network Inc.

Together, we are making a difference!

Excellence Canada continues to inspire organizational excellence in Canada. Allan Ebedes, President & CEO would like to thank our Board of Directors, Board of Governors and Partners for their commitment and continued support.

Allan N. Ebedes President & Chief Executive Officer Excellence Canada

B O A R D

O F

G O V E R N O R S

Diane Bezdikian Senior Vice-President, Plan Member Services Canada Life

Colin Brown Director Excellence Canada

Nancy Collins Strategic Initiatives Advisor, Office of the Associate Provost, HR University of Waterloo

Rodney C. Cook Vice President, Workplace Health and Safety Services Workplace Safety & Insurance Board

Neil Crawford Practice Leader, Strategic Human Resources Consulting Stratford Managers Corporation

Stella DanosPapaconstantinou Commissioner, Social Services Regional Municipality of Durham

Yvonne de Lint Deputy Managing Director Bank of Canada

Rani Dhaliwal SVP Transformation & Strategic Partnerships Humber College

Marie Doherty Director, Client Service Team Queen’s University

Dr. Hugh Drouin Director Excellence Canada

Allan Ebedes President & Chief Executive Officer Excellence Canada

Jennifer Elia AVP Client Experience, Integrated Health Solutions Sun Life Financial Canada

Kevin Ford President & Chief Executive Officer Calian Group Ltd.

Lorraine Glendenning Director Strategy and Performance Department of Service Nova Scotia and Internal Services

Julian Jugmohan Vice President, Finance Ricoh Canada Inc.

Ed Kane Assistant Vice President, University Services Carleton University

Cori Lawson-Roberts AVP Disability Innovation & Integrity, Wellness, Disability & Life Manulife

Dr. Peter Legge Chairman & Chief Executive Officer/ Publisher Canada Wide Media Limited

Michael Moser Sr. Director of Marketing Strategy, Finance & Operations CBC Communications, Marketing, Brand & Research

Bob Nakagawa Registrar College of Pharmacists of British Columbia

Laura Nashman Chief Executive Officer BC Pension Corporation

Don O’Leary VP Finance, Administration & Risk University of Guelph

Daniel O’Rourke Vice President, Global Operations Enablement Ceridian HCM Canada

Antoine Pappalardo President Trans Capital Air Ltd.

Richard Perri Chief Financial Officer ADP Canada

David Rennie Executive Director, Strategies & Initiatives Regional Municipality of York

Gary Seveny – Past Chair, Excellence Canada Co-Founder PB Capital Inc.

Shirlee Sharkey – Chair of Excellence Canada President & Chief Executive Officer SE Health

Andy Taylor Chief Administrative Officer City of Markham

David Thompson Chief Executive Officer Canadian Forces Housing Agency

John Wilson Founder & CEO CEO Global Network Inc.

View all Board of Directors profiles online at www.excellence.ca/ board-of-directors and Board of Governors at www.excellence.ca/ board-of-governors

OUR VIEW, TOO

Just like you, we know the opportunities and challenges of creating a wellness-focused workplace.

See how our health and wellness solutions can work for you, your employees and their families. ab.bluecross.ca | 1-866-513-2555

HEALTH AND DENTAL • LIFE AND DISABILITY • WELLNESS • SPENDING ACCOUNTS ® ®

*The Blue Cross symbol and name are registered marks of the Canadian Association of Blue Cross Plans, an association of independent Blue Cross plans. Licensed to ABC Benefits Corporation for use in operating the Alberta Blue Cross Plan. † Blue Shield is a registered trade-mark of the Blue Cross Blue Shield Association. ABC 83946 2019/09

Supporting community wellness Recipient of the Canada Awards for Excellence– Certificate of Merit, Financial Wellness Award in 2019

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lberta Blue Cross is excited and honoured to be one of the first recipients of Excellence Canada’s Certificate of Merit award in Financial Wellness this year, following up on our Silver certification in Healthy Workplaces in 2018.

We have long been a major health benefit provider and in recent years, we have evolved to focus on championing workplace wellness and becoming a health and wellness leader in our province. However, we recognize that we cannot be an advocate and a leader for our communities unless we prioritize health and wellness within our own workplace.

One of our core beliefs is that our employees are truly our most valuable asset. We understand that there is a direct link between talented, engaged employees and business success, so we are committed to leading practices on workplace wellness and ensuring our people have the programs and support needed to successfully make positive behaviour changes.

Our wellness team continually engages with employees to understand their health and wellness needs and goals; then develops programs and plans to help them towards those goals, in all areas—including physical, mental, social and financial wellness.

While our wellness commitment starts with our own employees, this commitment extends to all our customers and communities. We believe in leading from within, exemplifying best practices as the healthiest workplace. We’re committed to not only helping our customers maintain their health but also promoting their wellness through every age and stage of life.

A fundamental part of our “Blue For Life” vision at Alberta Blue Cross is our expanded focus on wellness—to ensure that the individuals and communities we serve are not only healthy but also well. We are a benefit provider and this is our core business, but our core belief moves beyond benefits as we believe all communities deserve the tools to be well and live well. Viewing the business of health benefits through the lens of wellness has provided us with greater clarity on our evolution from where Alberta Blue Cross began to where we are going—the evolution from health to

wellness. This year we’ve moved forward with a couple of major initiatives that will foster health and wellness in our community: our wellness green space and the Wellness Summit.

This year, we made the decision to tear down an underutilized building that we owned on the east side of our downtown property and transform the space into a wellness park that will benefit our employees and our surrounding community. The new park will include an open activity space, greenery and several seating areas. Ray Pisani, Alberta Blue Cross President and CEO, explained our intent for this space, saying “our aim is to create an accessible outdoor gathering area for community members to use whenever they have a few minutes. People won’t have to take an hour-long lunch to enjoy it—it’s right out their back door.”

We are also hosting our first-ever Wellness Summit, a day where we’re inviting key stakeholders and community members to explore fresh perspectives and practices around wellness.

Attendees will walk away armed with tools they can use to impact wellness in their workplace and shift the way businesses think about employee engagement. We hope to empower people with the knowledge they need to support behaviour changes and improve wellness in their workplaces, communities and their own lives.

These initiatives are just a small sample of the ways we are working to support Albertans as they take steps towards developing healthy habits in their lives. We’re committed to providing programs and services to help our customers reach their maximum potential through wellness.

If you’re interested in wellness in your workplace or share our commitment, we’d love to talk with you—whether to share our best practices, learn from your experiences or collaborate in the shared interest of making a bigger impact on the wellness of our communities.

Please reach out to Mark Razzolini, Vice President of People, Wellness and Innovation, by phone at 780-498-8507 or email mrazzoli@ab.bluecross.ca.

EXCELLENCE MADE POSSIBLE. | 9

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n the morning of May 11, 2015, Erin Davis, one of Canada’s most beloved radio personalities (CHFI Toronto 1988-2016) suffered a devastating blow.

Erin was on location in Jamaica when she and her husband received the news that their 24-year-old daughter Lauren, who had marked her first joyous Mother’s Day just hours before, had failed to awaken to her baby’s cries.

Thus began Erin’s journey of Grieving Out Loud with her family, friends and listeners and of demonstrating how to pick up and keep going after experiencing the worst loss a parent can endure.

Struck by tragedy and unable to find an answer to “why” Lauren had died, Erin and Rob started down the long road through loss, determined not only to survive, but also to begin to reclaim the joy in their lives.

Inspiring and unflinching, Mourning Has Broken charts a way forward after life has dealt a crushing blow. It reminds us that we are not alone in grief and that, although life is unpredictable and often unfair, we can survive and return to a place of happiness and fulfillment.

What about people who have not suffered a loss such as this? How have they related to Erin’s message since the book debuted at #1 on the Globe and Mail and Amazon Canada bestseller lists, attaining the #7 position for the year in sales (in the non-fiction category); #3 among Canadian authors?

The resonance of Erin’s message has been clear: no matter how carefully we plan and how vivid the dreams that may form from the first moments an idea takes its place in our minds and hearts, there is no guarantee that the future will unfold as we expect. And sometimes that future means turning the circle of life, in which children are expected to outlive their parents, inside out. But it’s important to remember that sometimes we have to let go of the life we planned, to have the life that is waiting for us.

Sudden upheavals happen in all of our lives. They don’t have to be as extreme as experiencing the loss of someone close to you; they can be a change that you didn’t see coming on an otherwise usual day. Whether it’s a down-sizing or a firing, an “executive sweep” as Vista Media recently worded it, being rendered “redundant” or simply being a victim of a management change, workplace disruptions are as common today as ever.

And although employers will say “it’s not personal,” when it happens to you, it is.

Erin Davis was publicly fired in 2003 when management at the radio station at which she’d hosted the morning show for 15 years decided to bring in a younger, “hipper”

Mourning Has Broken: LOVE, LOSS AND RECLAIMING JOY

BY ERIN DAVIS

team. After giving everything she had to a company, she suddenly found herself on the outside, broken and wondering what the future would hold.

Challenges of this magnitude don’t only happen in one’s professional life: they can come in the form of an unforeseen alteration to your personal life, too. Sometimes that is by choice, but often the moments that threaten to crack open your world are the ones in which you have no say whatsoever.

Whether or not this has happened to you, there’s a good chance you can relate. And after you’ve had your time to grieve the loss of who you thought you were - a partner, a parent, a boss or an employee - and how the future was supposed to unfold, you ask yourself: “What now?”

The answer is actually another question and it is this: What are you going to make happen now?

As helpless and hopeless as sudden change can make us feel, it’s vital to remember that we do have a voice in how we navigate the choppy dark waters that have capsized our precious, previously steady lifeboats. We can choose the way we react and respond by taking a chance, making a choice and then making a change (to paraphrase marketing guru Zig Ziglar).

In Mourning Has Broken, Erin writes about reclaiming joy (admittedly a tremendously

EXCELLENCE MADE POSSIBLE. | 11

challenging concept in the aftermath of the death of a loved one, a child, (and especially an only child) and the ways in which others who have shared parallel paths have chosen to do so.

The concept of making that choice and turning it into positive change has had more than a few obstacles, which Erin shares with Canada Awards for Excellence and with audiences across Canada. In Mourning Has Broken, Erin bears first-hand witness to the effects of grief and the ways that people have struggled to overcome this most human challenge, albeit one that seems to be talked about less often than even our most taboo subjects. We rant about our political opinions. We discuss sex, income and even religion. So, she asks, why are we so inept when it comes to the language of loss? To that end, you’ll hear some helpful dos and don’ts when offering comfort - words that you’ve quite likely either heard or even spoken.

Mourning Has Broken: Love, Loss and Reclaiming Joy is a hopeful and humourfilled message that Erin has found resonates with people who have experienced loss and wondered if they could ever reclaim any semblance of normalcy and have that life, that joy, that is waiting for us.

And it is with joy that she joins you today at Canada Awards for Excellence to share her message.

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Quality Standards Simple but not Easy

BY DA N COCK EREL L

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here are tens of thousands of books regarding management, leadership, and culture. They all boil down to a list of base principles that are key to running a sound business. Simple to understand, very hard to execute. We should be wary to not confuse simple with easy. In fact, most of the behaviors that make us healthy and happy, that create our personal culture, are simple; eat right, exercise, get enough sleep, be organized and manage stress. We all intellectually understand the value of these behaviors, however, why can’t most of us deliver on them consistently? Because it is hard! Lack of time, too many easy, unhealthy options around us, committing to too much, lack of focus, lack of will, lack of clarity...the list goes on.

I WOULD LIKE TO SHARE WITH YOU ONE OF THE “SECRETS” THAT DISNEY PARKS AND RESORTS USES THAT IS THE FOUNDATION OF EVERYTHING WE DO TO BUILD CULTURE, THE 4 KEYS, ALSO KNOWN AS OUR QUALITY STANDARDS. EXCELLENCE MADE POSSIBLE. | 13

The same principles apply to our organizations. The culture we have is based on the behavioral expectations we communicate to our employees. If we do not communicate our expectations a culture will still form. It just may not be the culture we want. So, how do we as leaders create the culture we desire? Well that answer is much longer than the space I have available for this article. I would like to share with you one of the “secrets” that Disney Parks and Resorts uses that is the foundation of everything we do to build culture, The 4 Keys, also known as our Quality Standards.

In the 1960’s, as Disneyland was becoming more popular with the public the department that was responsible for

training decided to formalize Walt Disney’s thoughts on customer service. They wanted to create a simple model that employees (cast members!) could remember easily, that would influence how they behaved and how they made decisions. As mentioned above, culture is built through behaviors, and everyone in the organization needs to understand expected behaviors as well as the priority order in which they fall. In human resource terms, this is called alignment, and ensures that everyone from the C-suite to the frontline employees are using the same set of decision-making tools to serve customers.

Key #1, Safety. The idea of Disneyland came to Walt as he sat on a bench in Griffith Park in L.A. He was at a local carnival (theme parks did not exist yet), with his two daughters watching them ride the merrygo-round. He looked around and saw all the things that were associated with carnivals at that time. It was dirty, not organized, poorly maintained, and alcohol was present. It was not an environment that lent itself to a great family experience. He imagined a safe, clean place for families to create memories together. He was ahead of his time, because as we know today, if we do not feel safe and secure, it is very hard to think about anything else, so safety clearly became the #1 priority.

Key #2, Courtesy. Walt was not only creative but understood human nature and what it took to create a sustainable business, in a mid-western, common sense sort of way. He knew that if you treat your customers right, provided them a good value, and treated them with courtesy they would enjoy their experience and come back again and again (Intent to return is one of the most important metrics in business!). He was the first to create a company that interacted on a first name basis. He knew that courtesy should not only extend to his guests, but also to his employees. Be nice!

Key #3, Show. Walt Disney and his team of theme park designers were movie people.

His vision was to take the two-dimensional stories from movies and books and turn them into three dimensional environments where his guests could escape reality into a fantasy world, and forget all their woes and worries, if just for a few hours. In order to create this environment, he knew that every detail counted. This includes the architecture, the landscaping, the sounds, smells, lighting, cast costumes, the list goes one... Disney theme parks are thought of as a show that is put on by the cast everyday. Just like in a

Broadway show, there can be no missteps or the magic is broken.

Key #4, Efficiency. Move people from point A to point B as quickly as possible, reduce wait times, be accurate. In my 26 year Disney career this seemed like the key that was always trying to push itself to the top of the list. Being able to have a carefree vacation, moving quickly, reducing waits, and getting from point A to point Z is something that the designers of the Disney theme parks thought about. When entertaining over 50 million guests a year, efficiency needs to be a top priority, but not “the” top priority. It is important to deliver efficiency, but not at the expense of the other three keys.

Once Walt and his team settled on these 4 keys, the next step was to define the behaviors that demonstrated them.

Remember, the behaviors are where the rubber meets the proverbial road (or Main Street USA). The way we behave is the culture we build, and what defines our customer experience.

Once you have your Quality Standards, the generic term for the 4 keys defined, then you can apply those towards any role or any area department in your organization. For this exercise I will apply the 4 Keys to a Quick Service Dining location, Pecos Bill’s, situated in Frontierland at the Magic Kingdom.

Safety • Wash your hands before you handle food • Keep kitchen floors free of debris and water to prevent slips trips and falls • Check food temperature periodically to confirm it is at safe temperature for consumption • Check expiration dates on food, and label them properly • Use proper techniques when lifting or carrying boxes or bags • Put down “slippery when wet signs” when it rains Courtesy • Greet each guest and smile as they enter the restaurant • Pay attention to children and kneel down to speak to them when possible • Be knowledgeable about the menu and know where other options are available in case a guest would like a different option • When bussing tables, ask guests how their meal was, and if they need anything else.

•

•

Offer beverage refills during moments that time allows (we do not officially offer free refills, but this is a nice magical moment) When seeing someone with a celebration button, make sure to acknowledge the moment (ie birthday, just married, wedding anniversary etc)

Show • Greet guests in the Old West theme. (ie “howdy partner”, “yee haw”, “hello desperado” etc), remember this is Pecos Bill’s place!

• Keep the topping bar wiped down and well organized • Wipe down tables and dry them off for incoming guests • Always have your proper costume (uniform), as well as nametag on the left side of your shirt • Complete your opening and closing checklists accurately to ensure that the location is “show ready” at opening • Smile and make eye contact with guests when possible and appropriate Efficiency • Hand menus to guests as they enter the restaurant so that they may make their selection and be ready to order when they arrive at the cash register • Offer to clean guest tables when they are done eating, as a courtesy, and to turn the table faster • During busy periods form the line outside the restaurant to ensure that guests who have already ordered have a table available • During busy periods streamline the menu with less selections to allow faster food prep

These are just a few behavioral expectations from a microcosm of the Disney world. This work takes time and focus, and above all continual training and reinforcement. And, when it is executed well, it is world class.

The quality standards that you create for your organization may not be the same as Disney’s, however, you should take the time to determine your organization’s values and what kind of experience you want to create for your customer. Then, determine the appropriate quality standards and associated behaviors. This will create clarity for your employees on how to behave, how to prioritize, and will ultimately empower them to make decisions quickly and correctly.

Then, you will start to understand how to make magic!

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 14

Investing in Canadians’ health, wealth and mental well-being.

Congratulations to all the Canadian Awards of Excellence winners.

Proud to sponsor Canada’s Healthy Workplace Month.

Canada Life and design are trademarks of The Canada Life Assurance Company.

Figure 2: Benoit-Antoine Bacon with the coordinator of the Carleton University Therapy Dog Program Shannon Noonan and her wonderful dog Blue

We all carry a burden and we are all on a journey OF healing

BY DR. BENOIT-ANTOINE BACON

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ife is hard. It’s also beautiful, but it’s hard.

No one has a smooth and easy ride. All of us to various degrees carry trauma from our past, face difficult circumstances in the present, and experience some anxieties about both our personal future and the future of our society. It’s entirely normal that at times those stresses and pressures cross a threshold into mental health issues. Can we talk openly about this, and can we support those in need, and each other? The only acceptable answer is yes.

There is still stigma attached to mental health issues; less than there used to be for sure, but there is still real or perceived pressure to stay silent. Why mental illness would be differently perceived than physical illness, which is rarely stigmatized, is a bit of a mystery. As far as I can tell, both emerge as a result of a complex mix of genetics, epigenetics, trauma and difficult circumstances. Nothing to be ashamed of there, unless it is a shame to be unlucky.

I’ll never forget the first time I heard the great Olympian Clara Hughes speak, on stage, about her difficult childhood, her alcoholic father and her depression. I remember thinking ‘God can you can say that out loud?’ I was raised thinking you just don’t talk about things like this. It’s just not done. Clara Hughes broke the barrier of shame for me and for so many others, and she is a hero as far as I’m concerned.

Following her example I’ve been sharing my own mental health journey. We all carry a burden, and mine was growing up in a dysfunctional family. My father, bless his soul, was carrying his own heavy burden and never sought help – in his mind that would have been to show weakness. He lived in pain and rage, and had to drink to keep going. His pain and self-hatred made him tyrannical, narcissistic, rageful, abusive. When you spend your youth in that kind of environment, learning that you are worthless and that the world is dangerous, you don’t come out shining.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 16

I figure I was in and out of depression, mostly in, for about 20 years, and of course I used various legal and illegal substances to cope. That’s also not unusual and from the perspective of the user, substance use (or ‘abuse’ as people who need less call it) is not so much a problem as an attempted, necessary solution.

I’ve been on a journey of progressive, ongoing healing for over 10 years now. It’s been a journey of slow recovery, and of learning to love life and myself again. Some I managed by myself, through painstakingly developing patience, humility and discipline, but receiving the right help at the right moment led to important breakthroughs. Today I am proud to be more fully alive, drug and alcohol free and, on a good day, close to gratitude. If I have one regret it is not to have sought help sooner.

The most important lesson I take from this journey is that we all carry a burden and that there’s nothing more important than to respect and honor each other’s individual journeys of pain and healing. That’s our common humanity. That starts by telling the truth about ourselves, and by being open to hearing the truth from others. Life is hard, it doesn’t mean it’s not beautiful but it’s hard and we’re all in it together.

On University campuses and in society in general, we are increasingly acknowledging the prevalence and serious impact of mental health issues. And not just for students – for faculty and staff too. It might receive more attention in the younger generation but anyone thinking this is a new phenomenon should re-read Erich Fromm’s The Sane Society, written in 1957, where he covers it all – alienation, trauma, substance abuse, suicide etc. Of course even older accounts can be found, for example in Durkheim and Dostoevsky.

What’s different today is that we are finally coming to accept that mental health issues are an integral part of the human condition, and as a result we are slowly breaking through the stigma of talking honestly about mental health. The younger generation is leading the way and we older folks should be thankful.

As an institution, Carleton University has been on the mental health journey for over 10 years. Responding to a generation more willing to speak out and to seek help, our Student Services have been leading the way with a comprehensive Mental Health Framework that takes a holistic view of the full mental health spectrum. The fundamental principle is to offer appropriate, well-targeted support to students whether they are thriving on campus, experiencing stress, or facing light, medium or heavier mental health concerns [Figure1]. Among over 25 specific initiatives, I will highlight our homegrown therapy dogs program [Figure2] where Carleton employees and their own

Figure 1

dogs are trained to serve our community.

In parallel, for our faculty and staff we’ve been on the Healthy Workplace journey with Excellence Canada for over 10 years as well. Over that time we have learned that Healthy Workplace is more than just physical health and our focus in the last several years has been on mental health. Our current strategy is laid out in our comprehensive Healthy Workplace Strategic Plan 2019-2022: A Holistic Approach to Supporting Faculty and Staff Well-Being and Building a Thriving Workplace.

We are building on strength but we must EXCELLENCE MADE POSSIBLE. | 17

continue to improve how we meet the needs of all members of our diverse campus community.

We have achieved Silver level of the Mental Health at Work certification with Excellence Canada - and now we’re going for Gold! We are also committed to implementing the Mental Health Commission of Canada National Standard for Psychological Health and Safety in the Workplace. We are grateful for the partnership we have with Excellence Canada and for the clear roadmap we have developed towards continuous improvement. We keep going, because this critical work is never done.

Can you Teach an Old Dog, New Tricks?

How to Lead Culture Change Towards Excellence

BY DR. ADAM STOEHR

I

’m confident that we can teach your old organization new culture tricks. Despite the sticky nature of organizational culture, we can transform it and shape it towards excellence. To do so we need to understand what a culture of excellence is, then use a proven process to transform it over time.

I’ve seen this in many organizations.

But where I saw it most clearly was when I volunteered to coach my son’s minor Atom hockey team. This randomly assembled, house league team named the Kings was made up of 13 ten-year-old boys. Great kids, but at the start they didn’t seem like they would win many games. We lost our first bunch of games and it didn’t seem like we had a chance to snap out of our funk. We had to establish a culture of excellence and teach these young dogs some new tricks.

WHAT IS CULTURE? Culture expresses goals through values and beliefs and guides activity through shared assumptions and group norms.

Unfortunately, culture can be a very elusive lever to adjust, because much of it is anchored in unspoken behaviors, mindsets, and social patterns. Leaders in any organization typically set the strategy for the organization. But cultural norms are much more fluid and reinforce what is encouraged and accepted as well as what is discouraged and rejected. Culture can blend the intentions of top leaders with the knowledge and experience of frontline employees. Over the long term, we can shape the “play-doh” of strategy into a beautiful sculpture or into a sticky mess. Culture can definitely eat a strategy for breakfast.

Our Kings hockey team was not the most skilled team. On paper we didn’t have a top ranked player. Top ranked players were given a rating of 5 from the previous season. We had one player rated at a 4, five were rated as 3s, and the rest were 1s and 2s. The culture at the beginning was negative. The players were bummed about losing their first few games. Players would skate out onto the ice with their heads down and lacked the confidence needed to win. I wanted the team to do well.

I saw this as an awesome opportunity to try out some of the theories I had been playing with at work around culture change.

I did my best to change the mindset and tried to establish a culture of excellence that would build a positive and high-performing team.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 18

WHAT IS A CULTURE OF EXCELLENCE? A culture of excellence has some pretty consistent elements and underpinnings.

At the core a culture of excellence is one that can focus strategically on continual improvement. Our research shows that the following underpinnings are necessary to move a culture towards excellence.

• Leadership involvement • A primary focus on the customer • Continuous learning • Co-operation and teamwork • A commitment to fact-based decision making • A commitment to social responsibility To move towards excellence these underpinnings need to be shared, pervasive, enduring and implicit. I built realistic strategies for each of these underpinnings for our Kings. For example, with Leadership involvement we had a great challenge.

The formal leaders of our Kings were 3 volunteer coaches. We all love the game and understand what it takes to win, but none of us played any serious hockey as kids. In fact, I started skating and playing any kind of hockey the previous year to my coaching debut (but that’s a story I’ll save for another day). We needed other leaders on the team, and we chose captains and alternate captains with the right attitude to spread the message of excellence.

Continuous learning and fact-based decision making were really important elements as well. We built “continual improvement” plans for each player and focused our practices on closing gaps that we had identified for each player. We changed these weekly with improvement goals and targets. Monitoring stats for each player and recognizing them appropriately based on their performance level, goals, and targets.

HOW CAN YOU TRANSFORM YOUR CULTURE OVER TIME? Just having the elements/underpinnings of excellence is not enough. You need to shape the culture over time. This can be done using a 4-step process.

STEP 1: Articulate the aspiration STEP 2: Select and develop leaders who

align with the target culture STEP 3: Use organizational conversations

about culture to underscore the

importance of change STEP 4: Reinforce the desired change

through organizational design Kings Example: Articulate the aspiration The aspiration we wanted to promote was teamwork and improvement. With a team of 10-year old’s it was a tall order. They can’t stay focused on anything unless it includes a tablet or a game controller. In this case, repetition was the key to them learning what the coaches were trying to do. We established a team cheer that they needed to say before every game. It went like this: Let’s get better every week Building Skill and our technique As a team improving things Ya we rule we are the Kings!!

Kings Example: Select and develop leaders who align with the target culture At first the cheer was a chore. A lot of the players could take it or leave it. Some didn’t really participate. But a few of our players really liked doing the cheer before games.

So, we made those kids Captains and Alternates. We gave them a letters on their jerseys and the other players started to look at them as leaders.

2018 Milton Winterhawk Minor Atom Champions

EXCELLENCE MADE POSSIBLE. | 19

Kings Example: Use organizational conversations about culture to underscore the importance of change With continual learning and focus on improvement we started getting better on the ice. We started winning games. When we lost, we told them what they did well. When we won, we told them what they did well.

Every chance we had, we had conversations about improvement and teamwork. These post game conversations reinforced the importance of our focus.

Kings Example: Reinforce the desired change through organizational design We realized quickly that the kids didn’t really dig the team cheer when I was the one leading it. So, we changed the organizational design. We started getting the kids to lead the cheer. We started with the Captains. Then week after week we took volunteers to lead the cheer. But towards the end of the season we had so many volunteers that we had to vote on who got to lead the cheer. If it doesn’t work at first, change the organizational design.

HAPPILY EVER AFTER FOR THE KINGS If you’re wondering how this group of Kings finished their season. Well, they got better every week. They built skill and their technique. As a team they improved some things. And yes, they ruled, they ruled like Kings. They won it all! These Kings can always look back and think of the time when they ruled the league. Despite the shaky start these Kings learned new tricks and changed their culture to focus on improvement and teamwork. They became the 2018 Milton Winterhawk Minor Atom Champions.

ARE YOU READY TO

TAKE ACTION TO IMPROVE YOUR EMPLOYEES’ FINANCIAL WELLNESS? If so, your next step is easy.

Register online for our Financial Wellness Standard software at https://financialwellness.excellence.ca for step-by-step guidance on self-assessment, strategic planning, implementation, and certification.

www.excellence.ca

Special $239 Gift

VOUCHER

Receive full access to Excellence Canada’s Financial Wellness Standard online software for one year (a $239 value). This is ample time to implement the requirements of the Standard and begin to realize the benefits.

Register before December 31 st, 2019 Register online at https://financialwellness.excellence.ca and use the discount code: EXCELLENCE2019

CONTACT US Erin Dick t. 1-800-263-9648 x242 erin@excellence.ca

INNOVATION – A Cultural Movement Within an Organization

BY DR. FERI D UN HAMDULLAHPUR

I

nnovation isn’t limited to a new technology or scientific breakthrough. It is a state of mind dedicated to constant, never ending search to be better and aim higher.

At the University of Waterloo we see this as something built into our DNA. We don’t wake up and say, “I think we should be innovative today.” We do things differently, we battle against the status quo in everything from our research to campus wellness and operations.

Over the course of more than 60 years, here are the lessons that we’ve taken to heart in bringing innovation into everything we do.

Innovation Comes from the Whole Community Forward thinking developments are not limited to an “innovation department”. If anything, this type of narrow approach stifles progress. We need as many people from a wide range of backgrounds and experiences thinking about how to do things differently and better than what came before. Good ideas are found in everyone, regardless of their educational background, their discipline or age. We must tap into them.

It is vital that in engaging your community that the full spectrum of backgrounds, roles, experience and demographics are represented. You cannot say that innovation is part of your institution if it is left to a select few who look, sound and think the same. Innovation comes from questioning what has

come before and doing that means those from differing backgrounds must have a seat at the table.

Promoting Change Leaders cannot be the only ones talking about innovation. Embracing continuous forward thinking as an entire organization is essential. To bring together a community that thinks of innovation and change as part of their daily activities requires leaders to provide the right environment for innovation to thrive by offering platforms to openly discuss problems, ideas and potential solutions. And, we must all have a relatively autonomous approach to allowing our teams to try new things on their own. We are seeing this on the University of Waterloo campus right now in many ways, including the recent launch of our Wellness Collaborative and our Problem Lab. The Wellness Collaborative, for example, is an opportunity for students, staff, faculty and community members to come together, share, learn and develop a wide-range of best practices around health and wellness in all its forms. The majority of the university community is made up of students, but that group should not feel that they are alone in developing new approaches to promoting wellness across our campus. Coming together on a regular basis to share ideas in a supportive and open environment reinforces

EXCELLENCE MADE POSSIBLE. | 21

the message that improvement starts at all levels and is in the hands of everyone.

Creating this atmosphere of innovation does not happen overnight, but developing formalized opportunities for the members of an organization to express their ideas and, most importantly, see action stem from those ideas inspires a community to see continuous improvement as something they have a hand in.

Battling the Risk of Falling Behind Investing in progress takes the boldness to step outside of the day-to-day and into a future-focused mindset. What we risk when not adopting this way of thinking and operating in this way as an organization is falling behind. Falling behind not only our national peers but also our global competitors.

We are in the midst of an unprecedented time of disruption in Canada and around the world. The combination of technological and socioeconomic forces are already having a profound impact on our economy and our ability to compete on the global stage.

According to the World Economic Forum (WEF), upwards of 30 per cent of jobs and occupations that exist right now are at the risk of automation due to AI by the middle of the 2030s. At the same time, WEF forecasts that robotics alone will create 133 million jobs over that same period.

Our aging population will create new pressures on our social services and also produce an unprecedented need to increase efficiencies with fewer people to fill much needed roles in our economy. The idea that we can continue to do business as usual in every facet of our economy, from industry to education, government and beyond, is a fallacy that will push our nation backwards.

Starting Now Will Make a Difference The rate of change in our society will only increase. Building innovation, efficiencies and an inherent dedication to continuous improvement is what will mean the difference between prosperity and falling behind.

Investing the time and resources into bringing our organizations together to develop new ways of doing business should be a national priority.

Canada has the drive. Canada has the talent. And, I know Canada has the leaders capable of inspiring and creating a culture that isn’t afraid to buck tradition and build lasting organizations for generations to come. That is innovation, and it is deep within each of us. We simply need the opportunity to show it as we did when we dared to think of the “University of Waterloo” idea more than sixty years ago.

INNOVATING WITH EXCELLENCE

8 WAYS TO CREATE SUCCESSFUL INNOVATION

BY SHELLI BALT MAN

B

ut how do we ensure that we launch successful innovations? It’s a question that I’m asked regularly by my clients.

As a day-to-day innovation practitioner with more than 15 years of experience on 500+ innovation projects in the UK, US and Canada, there are a few key drivers that make a massive difference in the likelihood of a successful launch. As a contribution to the Excellence Canada community, I wanted to share some of the critical drivers that I’ve observed link directly to innovation success.

1

CHOOSE YOUR TEAM THOUGHTFULLY Countless books have been written about successful innovation processes, approaches, tools, requirements and techniques, but in my experience the single most important variable when it comes to success or failure is the team. Your innovation team members need to have a diverse set of skills, be creative, believe in the art of the possible and, most importantly, be scrappy and entrepreneurial. Crucially, that doesn’t always mean choosing your highest potential leaders as your innovation leaders. For many companies, the best leaders are those who delegate, build consensus and are great managers of the day-to-day, making consistent, incremental improvements. However, innovation leaders roll up their sleeves, get their hands dirty and actively create substantive change. They have a supportive network of fans and are able to advocate successfully for the things that matter with respect to their innovation, giving their innovation a better chance of making it into the pipeline and, ultimately, launching in the real world.

2

CLEAR PROJECT DEFINITION AND A TIGHT SCOPE It might seem counter-intuitive, as many business owners believe great ideas come from ‘out-of-the-box thinking’ without boundaries, but in my experience great creativity only happens when it is laser-focused.

At the start of an innovation journey, ask

yourself questions like: Who exactly is this innovation for? How big does it need to be? What are we willing to invest? What are the requirements for launch? And what are the unbreakable boundaries that, if crossed, would mean we would kill the project? Having this clarity makes it infinitely more likely that your project team will deliver an innovation that is commercial and launchable.

3

SEARCH FOR INSPIRATION TO MAKE CREATIVE LEAPS When it comes to helping you and your innovation team have great ideas, the best place to start is by getting out into the world to proactively search for inspiration.

Great ideas come from creatively linking two previously separate concepts. Search in your home market, in other geographies and in other categories that face similar challenges. Find startups that have launched interesting new products or services that your competitors might not have seen, attend trade shows, and simply get out of your office and into the world to find out what’s trending and what’s on the leading edge that’s about to disrupt your category.

4

FEASIBILITY, VIABILITY AND DESIRABILITY Clients tend to think sequentially when it comes to innovation; first identifying and delivering against an unmet customer need, and then engaging with both the practicality and financial viability of new ideas. Successful innovation requires a balance of - and constant iteration between - all three of these considerations. Like any experienced Human-Centered Design practitioners, we always start with customer empathy to understand the current experience and pain points, but it’s also critical to work with a cross functional team to constantly examine whether an idea can make it to market quickly, profitably and within the project constraints. This is especially true if you’re innovating with limited resources.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 22

5

DON’T BE AFRAID TO PIVOT Virtually every innovation project I’ve worked on over the years has had a ‘left turn’ or pivot at some point along the journey. Almost inevitably, the team discovers something new and unexpected that requires a sizable shift in approach, or even the abandoning of a favourite idea.

The important thing in such moments is to not be afraid to change direction, and to be willing to go back to your stakeholders and let them know about a new learning that has changed the strategy.

6

SCRAPPY RESEARCH WITH YOUR CUSTOMERS AND CONSUMERS I believe in the importance of great quantitative research (and it’s often a requirement in the stage gate process) but the magic of an idea often comes from the scrappy conversations that great innovators have with their customers and consumers.

Don’t be afraid to share your ideas early (and confidentially) – one of my clients calls these sessions ‘wet cement meetings’. Share a sketch, a drawing, a concept or a prototype, and get feedback early! It can save you millions of dollars in wasted research and development.

7

PICK YOUR BATTLES Great innovators know when to fight to preserve a critical element of an innovation (we call it the idea’s DNA) and have the passion to influence their stakeholders.

Initial concepts might not be realistic, and compromises might have to be made, but understand the magic in your idea so that you know where you can bend, and where you have to fight to protect a core element.

8

GET EXPERT COACHING If you aren’t able to work with an innovation agency, make sure to access an innovation expert or coach to help your team avoid common challenges and mistakes. Like any other challenging practice, innovation is an expert skill that takes 10,000+ hours of experience to develop. Find someone trusted in your network with broad innovation experience, and use them as a coach, ask them to review your progress, and consult them when you hit the inevitable road blocks or pivots. Don’t learn the hard lessons on your (or your company’s) dime – an hour with an expert can accelerate your innovation to hyper-speed and massively increase your likelihood of success.

EXCELLENCE MADE POSSIBLE. | 23

Peace of Mind: The Canvas for Painting a Beautiful Life

BY COLIN DE FR ANCE

F

or many of us living in this fast paced modern world, each waking moment seems to be filled with competing priorities and demands. Work, family, household, social, and financial obligations - each one constantly jockeying for position to gain a slice of our attention. Finding peace of mind can seem remote at best.

Over time, the stress imposed can lead to a downward spiral of chronic health ailments, including anxiety, depression, high blood pressure, diabetes, and an increased risk of stroke, heart disease, and cancer, to name a few.

As human beings, the one thing that differentiates us from the rest of the animal kingdom is an ability to remember the past, analyze events, and predict a future outcome. At one end of the spectrum, our intellect can lead us to a very comfortable and successful life. At the other end, is suffering in many forms.

So what decides which way we go?

The answer depends on where we invest most of our mental energy - the past, present, or future. When we use the past as a means to learn and grow, and the future as a platform to plan and prepare, our lives blossom. Anxiety and depression on the other hand, are the respective products of spending too much time worrying about the future and dwelling on the past.

Just as we can improve our physical health through exercise, we can train the mind to focus on being aware of what’s happening here and now. Research shows that by practicing techniques that allow us to pay attention, on purpose, in the present moment, without judgement (a definition of mindfulness according to Dr. Jon Kabatt-Zinn; the pioneer of mindfulness in modern day medicine), we can significantly reduce the effects of stress, while increasing overall wellbeing.

So how do we do this?

There are many simple mindfulness practices that allow us to focus on the present.

One of the simplest and most common techniques is bringing awareness to the breath. Another, is to bring awareness to the body. Both the breath and body only exist in the present moment, so by bringing attention to either of these, we naturally become more present.

Breath awareness involves simply bringing ones awareness to the process of breathing.

A body scan can be performed either sitting or lying down, and is an excellent way to relax and prepare the body for sleep - particularly useful if you are having any trouble sleeping.

Body Scan Practice: • • • • • • •

Get comfortable; relaxed but alert Gently close the eyes Take a few cleansing breaths Start by bringing awareness to the feet; noticing any sensations there Slowly move attention up the body; pausing to pay attention to each part As thoughts enter the mind, simply return attention to that part of the body Continue the journey until you reach the top of the head

The whole process takes only a few minutes. Afterward, you should notice an increased sense of calm wash over body and mind. But even if you find it difficult to keep your attention on the body, remember that it is just a practice, and as with exercise, it needs to become a regular part of your routine to have any lasting benefit. Over time, you should feel less stressed, and experience more peace of mind. From here, all things become possible.

EXCELLENCE MADE POSSIBLE. | 25

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Manulife, Manulife & Stylized M Design, and Stylized M Design are trademarks of The Manufacturers Life Insurance Company and are used by it, and by its affiliates under license. Š 2019 The Manufacturers Life Insurance Company.

All rights Reserved. PO Box 2580, STN B Montreal QC H3B 5C6.

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Ment a l H ea lt h Co mm i ssi o n o f Ca n a d a

Your employees’ mental health is critically important—it has a direct impact on your organization's productivity and bottom line. That’s why Excellence Canada offers the Mental Health at Work Framework—an integrated step-bystep approach to continual improvement towards achieving a psychologically healthy and safe workplace.

By implementing our program, you can expect to: lower costs associated with disability, absenteeism, and presenteeism; increase productivity; and create a culture focused on the well-being and resilience of your employees.

Invest in your employees' mental health today, it's the right thing to do! Download the requirements at excellence.ca/MentalHealthatWork Champion of Mental Health at Work

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Made Possible

MAST ER O F C ER EM O N I ES & SP EAK ER Er i n D av i s

Rad io H o s t a n d B e s ts e llin g Au th o r

Our MC today had the honour of waking up Torontonians for 30 years as host of the morning show on 98.1 CHFI. Erin now resides in Victoria, BC where she gets to sleep in, although her reWirement has already been derailed in the best ways by numerous speaking engagements and interviews, thanks to the #5 nationwide non-fiction status (Globe & Mail) of her memoir Mourning Has Broken: Love, Loss and Reclaiming Joy (HarperCollins Canada). Focused on the very public loss of her and husband Rob’s only daughter at age 24, the book has resonated with Canadians learning the language of loss and of the possibility of stepping through to a new life of fulfillment and joy.

Bianca Andreescu 2019 Canadian and US Open Women's Tennis Champion

PERFORMANCE EXCELLENCE SUMMIT & CANADA AWARDS FOR EXCELLENCE

SPEAKER PROFILES

Made Possible

MAST ER O F C ER EM O N I ES & SP EAK ER Er i n D av i s

Rad io H o s t a n d B e s ts e llin g Au th o r

Our MC today had the honour of waking up Torontonians for 30 years as host of the morning show on 98.1 CHFI. Erin now resides in Victoria, BC where she gets to sleep in, although her reWirement has already been derailed in the best ways by numerous speaking engagements and interviews, thanks to the #5 nationwide non-fiction status (Globe & Mail) of her memoir Mourning Has Broken: Love, Loss and Reclaiming Joy (HarperCollins Canada). Focused on the very public loss of her and husband Rob’s only daughter at age 24, the book has resonated with Canadians learning the language of loss and of the possibility of stepping through to a new life of fulfillment and joy.

Bianca Andreescu 2019 Canadian and US Open Women's Tennis Champion

PERFORMANCE EXCELLENCE SUMMIT & CANADA AWARDS FOR EXCELLENCE

SPEAKER PROFILES

B OAR D O F GOVER NO R S’ RECO GNITIO N O F A CHIEVEMENT AWAR D RECIPIENTS (Listed in order of appearance)

Linda Hasenfratz Chief Executive Officer , Linamar Corporation Linda Hasenfratz leads a global, diversified manufacturing company focused on the automotive, access equipment and harvesting equipment markets. She joined her father’s company in 1990 and worked her way up from the ground floor, experiencing all aspects of the business from running a machine to managing operations. As CEO, she has grown the company’s revenues from $800 million to nearly $8 billion. Since 2003, Linda has served on the Board of Advisors for Catalyst Canada, a global non-profit dedicated to building workplaces that work for women. In 2017, she became the Canadian Chair of the CanadaUnited States Council for Advancement of Women Entrepreneurs and Business Leaders.

From 2016 to 2018, she chaired the Board of the Business Council of Canada, and recently she served on Minister Freeland’s advisory council during the NAFTA re-negotiations.

Linda has been recognized for her contributions to Canadian business through numerous leadership awards.

TOP LEFT: Linda Hasenfratz is a recipient of the Board of Governor's Recognition of Achievement Award for Excellence in Canadian and Global Business. TOP RIGHT: Huda Idrees is a recipient of the Board of Governor's Recognition of Achievement Award for her outstanding accomplishments as a successful executive and entrepreneur. BOTTOM LEFT: Renu Mandhane is a recipient of the Board of Governor's Recognition of Achievement Award for her influential work as a lawyer focusing on human rights not only in Ontario but also internationally. BOTTOM RIGHT: Bianca Andreescu is a recipient of the Board of Governor's Recognition of Achievement Award for being the first Canadian Tennis player to win the US Open.

The Board of Governors’ Recognition of Achievement Award is an honourary award apart from the Canada Awards for Excellence. From time-to-time, and not necessarily on an annual basis, the Excellence Canada Board of Governors recognizes individuals who have made a significant contribution to Canadian society and/or the global human condition.

S PEA KERS

(Listed in alphabetical order)

Dr. Benoit-Antoine Bacon President and Vice-Chancellor Carleton University Dr. Benoit-Antoine Bacon started his five-year mandate as President of Carleton University on July 1, 2018. He joined Carleton from Queen’s University where he was Provost and VicePrincipal (Academic). He previously served as Provost and Vice-President (Academic Affairs) at Concordia University in his hometown of Montreal where he was recognized with an award as Concordia University’s Sustainability Champion. His first academic appointment was at Bishop’s University, where he served in a number of leadership roles. He is a three-time recipient of Bishop’s Merit Award for exceptional performance in teaching and research.

Benoit-Antoine holds a PhD in neuropsychology from the University of Montreal. His research focuses on the links between brain activity and perception in the visual and auditory systems, as well as on multisensory integration. He remains associated with the Montreal-based Neuropsychology and Cognition Research Center.

Huda Idrees Founder and CEO , Dot Health As Founder and CEO of Dot Health, a real-time personal health data platform, Huda Idrees is transforming the way people access and control their own health information. This new venture is the latest in Huda’s prolific career at some of Toronto's best known start-ups including Wattpad, Wave and Wealthsimple. Her work has been featured in leading print and broadcast media. Toronto Life recognized her as one of five female CEOs who have “shattered the silicon ceiling,” and she was named among the Top 25 Women of Influence in 2017 and a Top 30 under 30 by the Bay Street Bull in 2018. Huda serves on the Business Innovation and Development committee at Sinai Health System and on the Canadian Federal Economic Strategy Table for Health and Biosciences. She has a BASc in industrial engineering from the University of Toronto.

Renu Mandhane Chief Commissioner , Ontario Human Rights Commission Renu Mandhane was appointed Chief Commissioner of the Ontario Human Rights Commission in October 2015. She is the former Executive Director of the award-winning International Human Rights Program at the University of Toronto, Faculty of Law. She has an LL.M in international human rights law from New York University. Renu began her practice focused on criminal law, and in that capacity she represented many survivors of sexual violence and prisoners. Renu has appeared before the Supreme Court of Canada and the United Nations. Most recently, Renu was recognized by Canadian Lawyer magazine as one of Canada’s most influential lawyers for her advocacy related to solitary confinement.

Bianca Andreescu 2019 Canadian and US Open Women's Tennis Champion Bianca was born in Mississauga and started playing tennis when she was six years old. At 11 years old, she started to train at the National center in Toronto guided by Tennis Canada.

Now at only 19, Bianca is stunning the world as #1 in Canada and the top 4 worldwide. Bianca has won the Indian Wells and the Rogers Cup, being the first Canadian to win the Canadian tournament.She has won the US Open Grand Slam, becoming the first Canadian to win a major tennis tournament. Her passion and determination is prime on and off the court, and transpire in all her relationships with friends, family, partners and in supporting Canada.

P E R F O R M A N C E E X C E L L E N C E S U M M I T & CA N A DA AWA R DS F O R E X C E L L E N C E

Shelli Baltman President and Founding Partner The Idea Suite Since founding The Idea Suite, a Toronto-based boutique innovation agency, Shelli Baltman has worked to build global brands and launch new products for clients including Starbucks, PepsiCo, Pfizer, Verizon, Mondelez and Hain Celestial. Shelli is a prolific speaker on the topics of insights and innovation, and she and her business partner Fiona Stevenson are passionate about supporting women in business and entrepreneurship through mentoring, speaking and training engagements.

Shelli started her career as a management consultant with Mercer Management Consulting in Toronto, and then McKinsey & Co. in London, UK after completing her MBA at INSEAD in Fontainebleau, France. In 2002, she joined ?What If! Innovation, building its customer experience innovation practice into a $4-million business before being promoted to Managing Director in 2007. Moving home to Toronto in 2010, she founded and built the Innovation division at market research agency Hotspex before founding The Idea Suite in 2015.

Dr. Feridun Hamdullahpur President and Vice-Chancellor University of Waterloo Throughout his 35-year career, Dr. Feridun Hamdullahpur has been an active researcher in thermo-fluids and energy engineering, a passionate teacher of mechanical engineering and an academic administrator.

His tenure in his current role has been devoted to fostering excellence in academics and research and developing an innovative culture committed to experiential education. He is a leading advocate for basic research and its value to academic excellence, economic prosperity and societal development. In 2015, Feridun was appointed chair of a new council that is building a world-leading digital infrastructure ecosystem for Canada. He is also one of 10 global university presidents appointed to a United Nations campaign that is engaging boys and men in the cause of gender equity.

Feridun has a PhD in chemical engineering from the Technical University of Nova Scotia and bachelor’s and master’s degrees in mechanical engineering from the Technical University of Istanbul.

Dr. Adam Stoehr VP Educational Services, Excellence Canada Adam Stoehr has overall responsibility for Excellence Canada's educational services, including the development and deployment of training and certification. He is one of Excellence Canada's primary facilitators and speakers. He researches and typically speaks about strategy, employee happiness, organizational excellence, customer experience, leadership, process improvement and all forms of quality management.

Adam has delivered talks for more than 25,000 adults and has conducted more than 20 Canada Awards for Excellence award verifications since 2000. He has a PhD in Business Strategy from the University of the West of England, Bristol Business School. His published thesis explores the relationship between a strategic approach to quality and employee happiness. He also holds a Master of Business Administration (MBA) from the Rotman School of Management at the University of Toronto and a Bachelor of Business Administration (BBA) and French degree from Wilfrid Laurier University.

Mindfulness Break Colin De France Mindfulness & Meditation Master Coach About 15 years ago, Colin began a journey of self-discovery with an exploration of the practices of meditation and yoga. Colin has conducted mindfulness workshops both publicly and for large and small corporations, as well as running workshops and yoga programs for underprivileged youth in his community. His 8 week mindfulness program and one day workshops are based on the world class Search Inside Yourself program, developed by Google. In his experience, Colin has learned that is is not so much what we do, how we look, or what we have that impacts the quality of our lives, but rather the level involvement and awareness with which we choose to live. Mindfulness, meditation and yoga have been a major part of Colin’s journey and success. His mission in life is to share these tools and techniques with as many people as possible.

R EGIST RAT ION A ND CONT INENTA L BREA K FAST

7:30 a.m. – 8:30 a.m.

1:30 p.m. – 2:00 p.m.

Linda Hasenfratz, President and CEO, Linamar Corporation Huda Idrees, Founder & CEO, Dot Health Renu Mandhane, Chief Commissioner, Ontario Human Rights Commission Bianca Andreescu, 2019 Canadian and US Open Women's Tennis Champion

PERF ORMA NCE EXCELLENCE SUMMIT Master of Ceremonies: Erin Davis, Radio Host and Bestselling Author OPENING A D D RESS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, SE Health

8:30 a.m. – 8:35 a.m.

2:00 p.m. – 3:30 p.m.

Mental Healt h a t Wo rk — Bronze Across Boundaries Mental Healt h a t Wo rk — G old Carleton University

R E C LA IMIN G JOY Erin Davis, Radio Host and Bestselling Author

9:05 a.m. – 9:35 a.m.

9:35 a.m. – 9:50 a.m.

Mental Healt h a t Wo rk — Platinu m Ontario Shores Centre for Mental Health Sciences

MIND F ULNESS SESSION Colin De France, Mindfulness & Meditation Master Coach

Healt hy Wo rk place ® & Mental Healt h a t Wo rk — Bronze TELUS Communications Inc. Healt hy Wo rk place ® — Silve r University of Guelph

IN N OVAT ION – A C U LTU R A L MOV E ME N T W ITH IN A N OR GA N IZATI O N Dr. Feridun Hamdullahpur, President and Vice-Chancellor, University of Waterloo

9:50 a.m. –10:20 a.m.

10:20 a.m. – 10:40 a.m.

NET WORK ING A ND REF RESHMENT BREA K

10:40 a.m. – 11:25 a.m.

CONCURRENT BREA KOUT SESSIONS CAN YOU TEACH AN OLD DOG, NEW TRICKS? HOW TO LEAD CULTURE CHANGE TOWARDS EXCELLENCE Dr. Adam Stoehr, VP Educational Services, Excellence Canada

11:25 a.m. – 12:00 p.m.

Healt hy Wo rk place ® — G old Workplace Safety North

Excellence, I nnovation and Wellness ® — Bronze Carleton University, Students and Enrolment Division Excellence, I nnovation and Wellness ® — Silve r Chartered Professional Accountants of Canada College of Pharmacists of British Columbia Department of Service Nova Scotia and Internal Services, Government of Nova Scotia Town of Aurora

CREATING INNOVATION SUPERHEROES UNLOCKING THE CREATIVE POTENTIAL OF YOUR PEOPLE AND TEAMS Shelli Baltman, President and Founding Partner The Idea Suite

Excellence, I nnovation and Wellness ® — G old Agilec Calian Excellence, I nnovation and Wellness ® — G old & Mental Healt h a t Wo r k — G o l d CanmetENERGY-Ottawa, Natural Resources Canada

AFTE RNOON REGIST RAT IONS A ND NET WORK ING BREAK

Excellence, I nnovation and Wellness ® — G old Hydro-Québec Distribution University of Waterloo York Region Public Health

CANADA AWARDS FOR EXCELLENCE LUNCHEON Master of Ceremonies: Erin Davis, Radio Host and Bestselling Author 12:00 p.m. – 12:10 p.m.

W ELCOME F ROM MAST ER OF CEREMONIES Erin Davis, Radio Host and Bestselling Author

12:10 p.m. – 12:15 p.m.

C HA IR' S W ELCOME A ND OPENING REMA RKS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, SE Health

12:15 p.m. – 1:30 p.m.

LUNCH

12:45 p.m. – 1:30 p.m.

A F T ERNOON K EYNOT E A D D RESS You Can Creat e Mag i c Too Dan Cockerell, Keynote Speaker, Virtual COO, Executive Coach and former VP of the Magic Kingdom at Walt Disney World

@excellencecan

#excellencesummit

P RES EN TATION OF TH E CANADA AWARDS FOR EXCELLENCE Fina ncia l We llne s s — Ce r tif ic ate of M e r it Alberta Blue Cross Michael Garron Hospital, Toronto East Health Network

OPENING K EYNOT E A D D RESS ME NTA L HEA LT H: MY ONGOING JOURNEY TOWA RDS RESILIENCE, PURPOSE A ND GRAT IT UD E Dr. Benoit-Antoine Bacon, President and Vice-Chancellor, Carleton University

8:35 a.m. – 9:05 a.m.

P RES EN TATION OF TH E BOARD OF GOVE R NO R S ' RECOGN ITION OF AC H IEVEMEN T AWA R D

Excellence, I nnovation and Wellness ® — Platinu m Canadian Forces Housing Agency Real Estate Board of Greater Vancouver Region of Peel Healt hy Wo rk place® — O rde r of Exce lle nce & Mental Healt h a t Wo r k — G o l d Workplace Safety and Insurance Board

Excellence, I nnovation and Wellness ® — O rde r of Exce lle nce SE Health

#CAE2019

3:30 p.m. – 3:35 p.m.

CLOS IN G REMARKS & ADJOURN ME NT Allan N. Ebedes, President & CEO, Excellence Canada

P ERFORMAN CE EXCEL LEN C E S UMMIT & CANADA AWARDS FOR EXCELLENCE TUES DAY, N OVEMBER 5, 201 9 |TH E CARLU | 444 YON GE STR E E T , TO RO NTO , O N

R EGIST RAT ION A ND CONT INENTA L BREA K FAST

7:30 a.m. – 8:30 a.m.

1:30 p.m. – 2:00 p.m.

Linda Hasenfratz, President and CEO, Linamar Corporation Huda Idrees, Founder & CEO, Dot Health Renu Mandhane, Chief Commissioner, Ontario Human Rights Commission Bianca Andreescu, 2019 Canadian and US Open Women's Tennis Champion

PERF ORMA NCE EXCELLENCE SUMMIT Master of Ceremonies: Erin Davis, Radio Host and Bestselling Author OPENING A D D RESS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, SE Health

8:30 a.m. – 8:35 a.m.

2:00 p.m. – 3:30 p.m.

Mental Healt h a t Wo rk — Bronze Across Boundaries Mental Healt h a t Wo rk — G old Carleton University

R E C LA IMIN G JOY Erin Davis, Radio Host and Bestselling Author

9:05 a.m. – 9:35 a.m.

9:35 a.m. – 9:50 a.m.

Mental Healt h a t Wo rk — Platinu m Ontario Shores Centre for Mental Health Sciences

MIND F ULNESS SESSION Colin De France, Mindfulness & Meditation Master Coach

Healt hy Wo rk place ® & Mental Healt h a t Wo rk — Bronze TELUS Communications Inc. Healt hy Wo rk place ® — Silve r University of Guelph

IN N OVAT ION – A C U LTU R A L MOV E ME N T W ITH IN A N OR GA N IZATI O N Dr. Feridun Hamdullahpur, President and Vice-Chancellor, University of Waterloo

9:50 a.m. –10:20 a.m.

10:20 a.m. – 10:40 a.m.

NET WORK ING A ND REF RESHMENT BREA K

10:40 a.m. – 11:25 a.m.

CONCURRENT BREA KOUT SESSIONS CAN YOU TEACH AN OLD DOG, NEW TRICKS? HOW TO LEAD CULTURE CHANGE TOWARDS EXCELLENCE Dr. Adam Stoehr, VP Educational Services, Excellence Canada

11:25 a.m. – 12:00 p.m.

Healt hy Wo rk place ® — G old Workplace Safety North

Excellence, I nnovation and Wellness ® — Bronze Carleton University, Students and Enrolment Division Excellence, I nnovation and Wellness ® — Silve r Chartered Professional Accountants of Canada College of Pharmacists of British Columbia Department of Service Nova Scotia and Internal Services, Government of Nova Scotia Town of Aurora

CREATING INNOVATION SUPERHEROES UNLOCKING THE CREATIVE POTENTIAL OF YOUR PEOPLE AND TEAMS Shelli Baltman, President and Founding Partner The Idea Suite

Excellence, I nnovation and Wellness ® — G old Agilec Calian Excellence, I nnovation and Wellness ® — G old & Mental Healt h a t Wo r k — G o l d CanmetENERGY-Ottawa, Natural Resources Canada

AFTE RNOON REGIST RAT IONS A ND NET WORK ING BREAK

Excellence, I nnovation and Wellness ® — G old Hydro-Québec Distribution University of Waterloo York Region Public Health

CANADA AWARDS FOR EXCELLENCE LUNCHEON Master of Ceremonies: Erin Davis, Radio Host and Bestselling Author 12:00 p.m. – 12:10 p.m.

W ELCOME F ROM MAST ER OF CEREMONIES Erin Davis, Radio Host and Bestselling Author

12:10 p.m. – 12:15 p.m.

C HA IR' S W ELCOME A ND OPENING REMA RKS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, SE Health

12:15 p.m. – 1:30 p.m.

LUNCH

12:45 p.m. – 1:30 p.m.

A F T ERNOON K EYNOT E A D D RESS You Can Creat e Mag i c Too Dan Cockerell, Keynote Speaker, Virtual COO, Executive Coach and former VP of the Magic Kingdom at Walt Disney World

@excellencecan

#excellencesummit

P RES EN TATION OF TH E CANADA AWARDS FOR EXCELLENCE Fina ncia l We llne s s — Ce r tif ic ate of M e r it Alberta Blue Cross Michael Garron Hospital, Toronto East Health Network

OPENING K EYNOT E A D D RESS ME NTA L HEA LT H: MY ONGOING JOURNEY TOWA RDS RESILIENCE, PURPOSE A ND GRAT IT UD E Dr. Benoit-Antoine Bacon, President and Vice-Chancellor, Carleton University

8:35 a.m. – 9:05 a.m.

P RES EN TATION OF TH E BOARD OF GOVE R NO R S ' RECOGN ITION OF AC H IEVEMEN T AWA R D

Excellence, I nnovation and Wellness ® — Platinu m Canadian Forces Housing Agency Real Estate Board of Greater Vancouver Region of Peel Healt hy Wo rk place® — O rde r of Exce lle nce & Mental Healt h a t Wo r k — G o l d Workplace Safety and Insurance Board

Excellence, I nnovation and Wellness ® — O rde r of Exce lle nce SE Health

#CAE2019

3:30 p.m. – 3:35 p.m.

CLOS IN G REMARKS & ADJOURN ME NT Allan N. Ebedes, President & CEO, Excellence Canada

P ERFORMAN CE EXCEL LEN C E S UMMIT & CANADA AWARDS FOR EXCELLENCE TUES DAY, N OVEMBER 5, 201 9 |TH E CARLU | 444 YON GE STR E E T , TO RO NTO , O N

B OAR D O F GOVER NO R S’ RECO GNITIO N O F A CHIEVEMENT AWAR D RECIPIENTS (Listed in order of appearance)

Linda Hasenfratz Chief Executive Officer , Linamar Corporation Linda Hasenfratz leads a global, diversified manufacturing company focused on the automotive, access equipment and harvesting equipment markets. She joined her father’s company in 1990 and worked her way up from the ground floor, experiencing all aspects of the business from running a machine to managing operations. As CEO, she has grown the company’s revenues from $800 million to nearly $8 billion. Since 2003, Linda has served on the Board of Advisors for Catalyst Canada, a global non-profit dedicated to building workplaces that work for women. In 2017, she became the Canadian Chair of the CanadaUnited States Council for Advancement of Women Entrepreneurs and Business Leaders.

From 2016 to 2018, she chaired the Board of the Business Council of Canada, and recently she served on Minister Freeland’s advisory council during the NAFTA re-negotiations.

Linda has been recognized for her contributions to Canadian business through numerous leadership awards.

TOP LEFT: Linda Hasenfratz is a recipient of the Board of Governor's Recognition of Achievement Award for Excellence in Canadian and Global Business. TOP RIGHT: Huda Idrees is a recipient of the Board of Governor's Recognition of Awchievement Award for her outstanding accomplishments as a successful executive and entrepreneur. BOTTOM LEFT: Renu Mandhane is a recipient of the Board of Governor's Recognition of Achievement Award for her influential work as a lawyer focusing on human rights not only in Ontario but also internationally. BOTTOM RIGHT: Bianca Andreescu is a recipient of the Board of Governor's Recognition of Achievement Award for being the first Canadian Tennis player to win the US Open.

The Board of Governors’ Recognition of Achievement Award is an honourary award apart from the Canada Awards for Excellence. From time-to-time, and not necessarily on an annual basis, the Excellence Canada Board of Governors recognizes individuals who have made a significant contribution to Canadian society and/or the global human condition.

S PEA KERS

(Listed in alphabetical order)

Dr. Benoit-Antoine Bacon President and Vice-Chancellor Carleton University Dr. Benoit-Antoine Bacon started his five-year mandate as President of Carleton University on July 1, 2018. He joined Carleton from Queen’s University where he was Provost and VicePrincipal (Academic). He previously served as Provost and Vice-President (Academic Affairs) at Concordia University in his hometown of Montreal where he was recognized with an award as Concordia University’s Sustainability Champion. His first academic appointment was at Bishop’s University, where he served in a number of leadership roles. He is a three-time recipient of Bishop’s Merit Award for exceptional performance in teaching and research.

Benoit-Antoine holds a PhD in neuropsychology from the University of Montreal. His research focuses on the links between brain activity and perception in the visual and auditory systems, as well as on multisensory integration. He remains associated with the Montreal-based Neuropsychology and Cognition Research Center.

Huda Idrees Founder and CEO , Dot Health As Founder and CEO of Dot Health, a real-time personal health data platform, Huda Idrees is transforming the way people access and control their own health information. This new venture is the latest in Huda’s prolific career at some of Toronto's best known start-ups including Wattpad, Wave and Wealthsimple. Her work has been featured in leading print and broadcast media. Toronto Life recognized her as one of five female CEOs who have “shattered the silicon ceiling,” and she was named among the Top 25 Women of Influence in 2017 and a Top 30 under 30 by the Bay Street Bull in 2018. Huda serves on the Business Innovation and Development committee at Sinai Health System and on the Canadian Federal Economic Strategy Table for Health and Biosciences. She has a BASc in industrial engineering from the University of Toronto.

Renu Mandhane Chief Commissioner , Ontario Human Rights Commission Renu Mandhane was appointed Chief Commissioner of the Ontario Human Rights Commission in October 2015. She is the former Executive Director of the award-winning International Human Rights Program at the University of Toronto, Faculty of Law. She has an LL.M in international human rights law from New York University. Renu began her practice focused on criminal law, and in that capacity she represented many survivors of sexual violence and prisoners. Renu has appeared before the Supreme Court of Canada and the United Nations. Most recently, Renu was recognized by Canadian Lawyer magazine as one of Canada’s most influential lawyers for her advocacy related to solitary confinement.

Bianca Andreescu 2019 Canadian and US Open Women's Tennis Champion Bianca was born in Mississauga and started playing tennis when she was six years old. At 11 years old, she started to train at the National center in Toronto guided by Tennis Canada.

Now at only 19, Bianca is stunning the world as #1 in Canada and the top 4 worldwide. Bianca has won the Indian Wells and the Rogers Cup, being the first Canadian to win the Canadian tournament.She has won the US Open Grand Slam, becoming the first Canadian to win a major tennis tournament. Her passion and determination is prime on and off the court, and transpire in all her relationships with friends, family, partners and in supporting Canada.

P E R F O R M A N C E E X C E L L E N C E S U M M I T & CA N A DA AWA R DS F O R E X C E L L E N C E

Shelli Baltman President and Founding Partner The Idea Suite Since founding The Idea Suite, a Toronto-based boutique innovation agency, Shelli Baltman has worked to build global brands and launch new products for clients including Starbucks, PepsiCo, Pfizer, Verizon, Mondelez and Hain Celestial. Shelli is a prolific speaker on the topics of insights and innovation, and she and her business partner Fiona Stevenson are passionate about supporting women in business and entrepreneurship through mentoring, speaking and training engagements.

Shelli started her career as a management consultant with Mercer Management Consulting in Toronto, and then McKinsey & Co. in London, UK after completing her MBA at INSEAD in Fontainebleau, France. In 2002, she joined ?What If! Innovation, building its customer experience innovation practice into a $4-million business before being promoted to Managing Director in 2007. Moving home to Toronto in 2010, she founded and built the Innovation division at market research agency Hotspex before founding The Idea Suite in 2015.

Dr. Feridun Hamdullahpur President and Vice-Chancellor University of Waterloo Throughout his 35-year career, Dr. Feridun Hamdullahpur has been an active researcher in thermo-fluids and energy engineering, a passionate teacher of mechanical engineering and an academic administrator.

His tenure in his current role has been devoted to fostering excellence in academics and research and developing an innovative culture committed to experiential education. He is a leading advocate for basic research and its value to academic excellence, economic prosperity and societal development. In 2015, Feridun was appointed chair of a new council that is building a world-leading digital infrastructure ecosystem for Canada. He is also one of 10 global university presidents appointed to a United Nations campaign that is engaging boys and men in the cause of gender equity.

Feridun has a PhD in chemical engineering from the Technical University of Nova Scotia and bachelor’s and master’s degrees in mechanical engineering from the Technical University of Istanbul.

Dr. Adam Stoehr VP Educational Services, Excellence Canada Adam Stoehr has overall responsibility for Excellence Canada's educational services, including the development and deployment of training and certification. He is one of Excellence Canada's primary facilitators and speakers. He researches and typically speaks about strategy, employee happiness, organizational excellence, customer experience, leadership, process improvement and all forms of quality management.

Adam has delivered talks for more than 25,000 adults and has conducted more than 20 Canada Awards for Excellence award verifications since 2000. He has a PhD in Business Strategy from the University of the West of England, Bristol Business School. His published thesis explores the relationship between a strategic approach to quality and employee happiness. He also holds a Master of Business Administration (MBA) from the Rotman School of Management at the University of Toronto and a Bachelor of Business Administration (BBA) and French degree from Wilfrid Laurier University.

Mindfulness Break Colin De France Mindfulness & Meditation Master Coach About 15 years ago, Colin began a journey of self-discovery with an exploration of the practices of meditation and yoga. Colin has conducted mindfulness workshops both publicly and for large and small corporations, as well as running workshops and yoga programs for underprivileged youth in his community. His 8 week mindfulness program and one day workshops are based on the world class Search Inside Yourself program, developed by Google. In his experience, Colin has learned that is is not so much what we do, how we look, or what we have that impacts the quality of our lives, but rather the level involvement and awareness with which we choose to live. Mindfulness, meditation and yoga have been a major part of Colin’s journey and success. His mission in life is to share these tools and techniques with as many people as possible.

Excellence Canada gratefully acknowledges the support of the following sponsors of Canadian Excellence

THANK YOU " We co u l d n ' t h ave d o n e i t w i t h o u t yo u ! "

Linda Hasenfratz

Chief Executive Officer Linamar Corporation

Huda Idrees

Founder and CEO Dot Health

Renu Mandhane

Chief Commissioner Ontario Human Rights Commission

Bianca Andreescu

CHAMPIONS OF EXCELLENCE

2019 Canadian and US Open Women’s Tennis Champion

BOARD OF GOVERNORS’ RECOGNITION OF ACHIEVEMENT AWARD RECIPIENTS

ADVOCATE SPONSOR

NETWORKING BREAK SPONSOR

LUNC HE O N K E YNOT E

Dan Cockerell, Keynote Speaker, Virtual COO, Executive Coach and for m e r V P of the M agic K ing dom at Wal t D is ney Wor l d

Dan Cockerell has held various management and executive operations roles at the Walt Disney World Resort, both in the theme parks and resort hotels. In a story that seems written by Walt Disney himself, Dan rose, literally, from the parking lot to the castle, working as a front desk host while participating in the company’s college program, then parking cars following his graduation from Boston University. Transferred to Disneyland Paris in 1992, he got his first management role, and rose through the ranks to become Vice President of the Magic Kingdom at Walt Disney World.

His experience leading a team of 12,000 cast members, who entertain millions of guests every year, solidified his belief that building relationships is critical for leadership success. He now brings his wealth of Disney knowledge and experience to organizations around the world to help them create world-class customer experiences and operational excellence.

SUPPORTER SPONSORS

INDUSTRY SPONSOR

DURHAM REGION MEDIA SPONSORS

E V E N T P R O G R AM M E

Excellence Canada gratefully acknowledges the support of the following sponsors of Canadian Excellence

THANK YOU " We co u l d n ' t h ave d o n e i t w i t h o u t yo u ! "

Linda Hasenfratz

Chief Executive Officer Linamar Corporation

Huda Idrees

Founder and CEO Dot Health

Renu Mandhane

Chief Commissioner Ontario Human Rights Commission

Bianca Andreescu

CHAMPIONS OF EXCELLENCE

2019 Canadian and US Open Women’s Tennis Champion

BOARD OF GOVERNORS’ RECOGNITION OF ACHIEVEMENT AWARD RECIPIENTS

ADVOCATE SPONSOR

NETWORKING BREAK SPONSOR

LUNC HE O N K E YNOT E

Dan Cockerell, Keynote Speaker, Virtual COO, Executive Coach and for m e r V P of the M agic K ing dom at Wal t D is ney Wor l d

Dan Cockerell has held various management and executive operations roles at the Walt Disney World Resort, both in the theme parks and resort hotels. In a story that seems written by Walt Disney himself, Dan rose, literally, from the parking lot to the castle, working as a front desk host while participating in the company’s college program, then parking cars following his graduation from Boston University. Transferred to Disneyland Paris in 1992, he got his first management role, and rose through the ranks to become Vice President of the Magic Kingdom at Walt Disney World.

His experience leading a team of 12,000 cast members, who entertain millions of guests every year, solidified his belief that building relationships is critical for leadership success. He now brings his wealth of Disney knowledge and experience to organizations around the world to help them create world-class customer experiences and operational excellence.

SUPPORTER SPONSORS

INDUSTRY SPONSOR

DURHAM REGION MEDIA SPONSORS

E V E N T P R O G R AM M E

get to know the recipients 2019 CANADA AWARDS FOR EXCELLENCE RECIPIENTS

faites connaissance avec les lauréats RÉCIPIENDAIRES DES PRIX RÉCIPIENDAIRES CANADA POUR L’EXCELLENCE DES PRIX CANADA POUR 2019L’EXCELLENCE 2016

The Canada Awards for Excellence is the nation’s pre-eminent recognition of organizational excellence award. The program involves meeting and exceeding rigourous Standards and Requirements, demonstration of continuous improvement, measurement of progress, and verification by an external team of volunteers from Excellence Canada.

T H E AWA R D I S T H E S TA N D A R D O F E X C E L L E N C E .

T H E S E AWA R DS A R E P R E S E N T E D A N N U A L LY. To receive the Award, an organization must demonstrate outstanding performance in the appropriate award category including Excellence, Innovation and Wellness®, Financial Wellness, Healthy Workplace® and Mental Health at Work.

The recipients are role models of excellence in the areas of leadership, governance, strategy, planning, customer experience, employee engagement, innovation and wellness. The organizations come from the private, public and not-forprofit sectors, from coast to coast. Each has a unique story to tell of their excellence journey, but one thing that they all have in common is a focus on continuous improvement and the pursuit of excellence.

Embarking on an excellence journey takes time and effort. To support organizations on their journey, Excellence Canada offers comprehensive products, tools, and services to help at every stage of the journey - and valuable connections to a network of organizations that have achieved the standards or are en route to achieving them.

Years of planning, hard work and dedication go into achieving and sustaining the high levels of performance that merit these awards. Please join with us as we celebrate these achievements.

Here’s to Canadian excellence and the 2019 Award recipients….Congratulations!

For more information, visit www.excellence.ca/awards

Les Prix Canada pour l’excellence sont les plus hautes distinctions remises au Canada pour l’excellence organisationnelle. Il s’agit d’un programme qui prévoit que les organisations en quête d’excellence doivent atteindre et dépasser des normes et des exigences rigoureuses, et se soumettre à des évaluations des progrès accomplis et à des vérifications de la part d’une équipe externe d’Excellence Canada.

LE PRIX EST LA NORME DE L’ E X C E L L E N C E . L E S P R I X SONT REMIS CHAQUE ANNÉE. Les prix sont attribués à des organisations qui ont démontré un rendement exceptionnel dans l’une des catégories suivantes : Excellence, innovation et mieuxêtre, Mieux-être financier, Milieu de travail sain et Santé mentale au travail.

Les récipiendaires sont des modèles d’excellence dans les domaines du leadership, de la gouvernance, de la stratégie, de la planification, de l’expérience client, de l’engagement des employés, de l’innovation et du mieux-être. Il s’agit d’organisations des secteurs public, privé et sans but lucratif d’un océan à l’autre. Le vécu de chacune d’entre elles est unique, mais elles ont tous une chose en commun – elles sont axées sur l’amélioration continue et sur la poursuite de l’excellence.

La quête de l’excellence exige temps et effort. Pour appuyer les organisations dans cette aventure, le programme d’Excellence Canada offre une gamme complète de produits, d’outils et de services à toutes les étapes. Il offre aussi des liens précieux avec un réseau d’organisations qui ont atteint les normes requises ou qui sont en voie de le faire.

L’atteinte et le maintien des niveaux élevés de rendement qui mènent à l’obtention de ces Prix nécessitent des années de planification, de travail acharné et de dévouement. Veuillez vous joindre à nous pour célébrer ces réussites.

Nous saluons l’excellence canadienne ainsi que les récipiendaires des Prix 2019…

Félicitations!

Pour de plus amples renseignements, visitez www.excellence.ca/awards

EXCELLENCE MADE POSSIBLE. | 29

CANADA AWARDS FOR EXCELLENCE

AWA R D

PREVIOU S AWARDS

2 0 1 9 AWA R D R E C I P I E NTS

(Category, Level)

(Category, Level)

Across Boundaries

Mental Health at Work—Bronze

Health Care www.acrossboundaries.ca TORONTO, ON Employees: 33 Excellence, Innovation and Wellness ®—Gold

Agilec Human Services www.agilec.ca OSHAWA, ON Employees: 180

Financial Wellness—Certificate of Merit

Healthy Workplace ® —Silver, 2018

Excellence, Innovation and Wellness ®—Gold

Excellence, Innovation and Wellness ®—Gold, 2016; Quality—Gold, 2006; Silver, 2004; Healthy Workplace ® —Gold, 2009; Silver, 2006

Excellence, Innovation and Wellness ®—Platinum

Excellence, Innovation and Wellness ®—Gold, 2016; Silver, 2014

CanmetENERGY-Ottawa (Natural Resources Canada)

Mental Health at Work —Gold

Government www.nrcan.gc.ca OTTAWA, ON Employees: 200

Excellence, Innovation and Wellness ®—Gold

Mental Health at Work—Bronze, 2017; Excellence, Innovation and Wellness ® —Silver, 2017

Carleton University

Mental Health at Work —Gold

Alberta Blue Cross Not-for-profit Health Benefits www.albertabluecross.ca EDMONTON, AB Employees: 1,196

Calian Professional Services www.calian.com OTTAWA, ON Employees: 210

Canadian Forces Housing Agency Public Service, Housing www.canada.ca/en/department-national-defence/services/ benefits-military/military-housing.html OTTAWA, ON Employees: 285

Education www.carleton.ca OTTAWA, ON Employees: 2,100

Carleton University, Students and Enrolment Division Education www.carleton.ca/studentsupport/ OTTAWA, ON Employees: 400

Chartered Professional Accountants of Canada Not-for-profit Accounting Association www.cpacanada.ca TORONTO, ON Employees: 410

College of Pharmacists of British Columbia Health Regulator www.bcpharmacists.org VANCOUVER, BC Employees: 65

Excellence, Innovation and Wellness ® —Bronze

Excellence, Innovation and Wellness ® —Silver

Financial Wellness—Certificate of Merit, 2018

Excellence, Innovation and Wellness ® —Silver

Department of Service Nova Scotia and Internal Services, Government of Nova Scotia

Excellence, Innovation and Wellness ® — Silver

Hydro-Québec Distribution

Excellence, Innovation and Wellness ® — Gold

Provincial Government www.novascotia.ca HALIFAX, NS Employees: 1,700

Energy www.hydroquebec.com MONTREAL, QC Employees: 5,500

Mental Health at Work - Silver, 2017; Bronze, 2015; Healthy Workplace Platinum, 2017; Gold, 2015

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 30

Excellence, Innovation and Wellness ® — Bronze, 2018

CANADA AWARDS FOR EXCELLENCE

AWA R D

PREVIOUS AWARDS

2 0 1 9 AWA R D R E C I P I E NTS

(Category, Level)

(Category, Level)

Michael Garron Hospital, Toronto East Health Network

Financial Wellness—Certificate of Merit

Mental Health at Work—Order of Excellence, 2018; Platinum, 2015; Silver, 2013; Bronze, 2012; Quality & Healthy Workplace®—Order of Excellence, 2014, 2010; Gold, 2008; Silver 2006

Ontario Shores Centre for Mental Health Sciences

Mental Health at Work —Platinum

Mental Health at Work —Gold, 2017

Excellence, Innovation and Wellness ®—Platinum

Excellence, Innovation & Wellness®— Gold, 2016; Quality—Order of Excellence, 2013 & 2010; Gold, 2007; Silver, 2005

Excellence, Innovation and Wellness ®—Platinum

Quality—Order of Excellence, 2009; Gold, 2006; Silver, 2004; Healthy Workplace—Gold, 2009

Excellence, Innovation and Wellness ® —Order of Excellence

Excellence, Innovation and Wellness®—Order of Excellence, 2015, 2012; Mental Health at Work— Bronze, 2012; Project—Certificate of Merit, 2012; Quality and Healthy Workplace—Gold, 2010; Bronze, 2008

TELUS Communications Inc.

Healthy Workplace ® —Bronze

Communications and Information Technology www.telus.com VANCOUVER, BC Employees: 27,000

Mental Health at Work —Bronze

Quality—Gold, 2005, 1999, 1998; Healthy Workplace ® —Gold, 1999

Town of Aurora

Excellence, Innovation and Wellness ® —Silver

Excellence, Innovation and Wellness ® —Bronze, 2014

Healthy Workplace ® —Silver

Healthy Workplace ® —Bronze, 2018

Excellence, Innovation and Wellness ® —Gold

Excellence, Innovation and Wellness ® —Silver, 2017

Workplace Safety and Insurance Board

Mental Health at Work—Gold

Public www.wsib.ca TORONTO, ON Employees: 4,500

Healthy Workplace—Order of Excellence

Healthy Workplace ® —Gold, 2013; Bronze, 2011; Mental Health at Work—Silver, 2017

Workplace Safety North

Healthy Workplace ® —Gold

Healthy Workplace ® —Silver, 2016

Excellence, Innovation and Wellness ® —Gold

Excellence, Innovation and Wellness ® —Silver, 2017

Health Care www.tehn.ca TORONTO, ON Employees: 2,500

Health Care www.ontarioshores.ca WHITBY, ON Employees: 1,350

Real Estate Board of Greater Vancouver Real Estate www.rebgv.org VANCOUVER ON Employees: 92

Region of Peel Government www.peelregion.ca BRAMPTON, ON Employees: 5,900

SE Health Health Care www.sehc.com MARKHAM, ON Employees: 9000+

Municipal Government www.aurora.ca AURORA, ON Employees: 230

University of Guelph Education www.uoguelph.ca GUELPH, ON Employees: 789 faculty, veterinarians and librarians, and approx. 3000 full-time staff members

University of Waterloo Education www.uwaterloo.ca WATERLOO, ON Employees: 12,414

Not-for-profit www.workplacesafetynorth.ca NORTH BAY, ON Employees: 70

York Region Public Health Health Care www.york.ca NEWMARKET, ON Employees: 614

EXCELLENCE MADE POSSIBLE. | 31

Aseefa Sarang Executive Director/Directrice exécutive Across Boundaries

“Not everyone gets access to men-

tal health and addictions support when they need it. Research shows people from racialized/marginalized communities are more likely to get delayed access to care, resulting in poorer health outcomes. As the Executive Director of Across Boundaries, I am responsible for a remarkable organization dedicated to providing mental health and addictions counseling, programs and services, to people and communities facing barriers to equitable care.

”

« Ce ne sont pas tous les gens qui ont accès à un soutien en santé mentale et en accoutumance lorsqu’ils en ont besoin. Les recherches démontrent que les personnes de communautés racialisées/marginalisées sont plus susceptibles d’attendre pour avoir accès à des soins, ce qui entraîne de mauvais résultats au plan de la santé. En ma qualité de directrice exécutive d’Across Boundaries, je suis responsable d’une remarquable organisation qui se consacre à fournir des conseils en matière de santé mentale et d’accoutumance, des programmes et services à des personnes et des communautés qui se heurtent à des obstacles pour recevoir des soins. »

Across Boundaries A proud recipient of Accreditation Canada’s, ‘Accreditation with Commendation’ award (2019-2024) and Excellence Canada’s Bronze certification in Mental Health at Work, Across Boundaries provides high quality, safe and effective mental health and addiction services to marginalized, racialized communities. Services are uniquely enhanced by incorporating an anti-racism, anti-oppression and resisting anti-Black racism lens in the service recipients’ journey of recovery.

The agency utilizes research, community engagement, capacity building, and awareness of the intersection of personal identities, combined with advocacy at the individual, institutional and systemic levels to inform key components of our work.

As a leader comfortable with uncomfortable dialogue in areas of racism, oppression and anti-Black racism has led us to one of the most exciting initiatives currently underway - the development of an Across Boundaries’ Learning Institute to ensure the experiences, histories and therapeutic approaches developed over two decades of the agency lifespan, are widely shared for greater collective impact!

Across Boundaries Ayant reçu le prix d’accréditation avec mention élogieuse d’Agrément Canada (20192014) et la certification de niveau Bronze d’Excellence Canada en Santé mentale au travail, Across Boundaries offre des services de haute qualité, sécuritaires et efficaces en matière de santé mentale et d’accoutumance aux communautés racialisés et marginalisés.

Les services sont particulièrement optimisés en incorporant une optique d’anti-racisme, d’anti-oppression et de résistance anti-Noirs dans la progression de leurs bénéficiaires vers leur rétablissement.

L’agence se sert de la recherche, de l’engagement communautaire, du développement des capacités et de la prise de conscience de l’intersection des identités personnelles, en combinaison avec la défense des droits aux niveaux individuel, institutionnel et systémique pour guider les principaux éléments de ses travaux. Être un chef de file à l’aise avec un dialogue malaisé dans les domaines du racisme, de l’oppression et du racisme anti-Noirs nous a mené à une des initiatives les plus fascinantes actuellement en cours – la création d’un institut d’apprentissage d’Across Boundaries afin que les expériences, les antécédents et les démarches thérapeutiques de plus de deux décennies dans l’existence de l’agence puissent être partagées avec le plus grand nombre afin de faire le plus grand impact collectif possible!

Team Building in 2017

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 32

Agilec Agilec’s mission is “To help people and organizations develop their potential”. In 34 years, Agilec has grown to be among the largest vocational rehabilitation and employment services providers in Ontario, employing 180 team members based in 19 locations throughout the province. A values-based company, they have earned a reputation for being proactive, reliable, and customer-focused while treating people with respect, dignity, and in a positive manner.

The driving force behind Agilec’s pursuit of gold certification in Excellence, Innovation, and Wellness® was the application of their mission to themselves. The journey was seen as a pathway to developing their own potential as an organization. This connection between excellence and mission made it easy to engage everyone in the company in the final sprint across the finish line.

Achieving gold has validated for everyone that Agilec’s commitment to continual improvement is real and is making a difference.

Agilec Agilec s’est donné pour mission « d’aider les personnes et organisations à réaliser leur potentiel ». En l’espace de 34 ans, Agilec a pris sa place parmi les plus grands fournisseurs de services de réadaptation professionnelle et d’emploi en Ontario, employant une équipe de 180 personnes situées dans 19 localités dans toute la province. En s’appuyant sur les valeurs, la compagnie s’est taillé la réputation d’être proactive, fiable et à l’écoute des clients tout en traitant les gens avec respect, dignité et de manière positive.

Voulant mettre elle-même sa mission en pratique a poussé Agilec à se lancer à la poursuite d’une certification Or en Excellence, innovation et mieux-être. Elle a vu le parcours comme un cheminement vers le développement de son propre potentiel en tant qu’organisation. En faisant le lien entre excellence et mission, il a été facile pour chacun dans la compagnie d’accélérer l’allure afin de franchir la ligne d’arrivée. Décrocher l’or a confirmé à tous que l’engagement d’Agilec envers l’amélioration continue est bien réel et fait une différence.

The annual Team Health Day is always an adventure!

EXCELLENCE MADE POSSIBLE. | 33

Wendy Legere CEO/Chef de la direction Agilec

“The Go for Gold experience forced us to look at areas that might have otherwise escaped our attention; it also affirmed all of the good things we are doing. Achieving Gold provides us with external validation of our sound approach to doing business by attending to excellence, innovation, and wellness every day.

”

« Viser l’Or nous a forcé à regarder de plus près des secteurs qui autrement auraient échappé à notre vigilance; cela nous a aussi permis de confirmer tout ce que nous faisons de bien. En obtenant le niveau Or, nous avons un avis favorable de l’extérieur que la façon dont nous fonctionnons est la bonne en veillant à l’excellence, à l’innovation et au mieux-être au quotidien. »

Ray Pisani President and CEO/Président et chef de la direction Alberta Blue Cross

“At Alberta Blue Cross, we are

committed to making sure our vision, mission, strategic and operational plans and values align to create an outstanding workplace culture. A critical statement for us is, “We believe our people will deliver our vision.” This means that our employees are key to the success of our company and we ensure that their environment enables them to be successful, fully engaged workers.

”

« Alberta Blue Cross entend s’assurer que nos vision, mission, stratégie, nos plans opérationnels et nos valeurs sont bien alignés afin de créer une culture du lieu de travail d’un calibre exceptionnel.

Nous pouvons dire haut et fort que « nous croyons que nos gens concrétiseront notre vision ». Cela signifie que nos employés sont la clé du succès de notre compagnie et nous faisons en sorte que leur environnement leur permette d’être des travailleurs performants et pleinement engagés. »

Alberta Blue Cross As the province’s largest benefits carrier, Alberta Blue Cross provides health and dental benefits to meet the needs of more than 1.7 million Albertans. Employing nearly 1,200 people, the company is a threetime recipient of the Premier’s Award of Distinction for Healthy Workplaces and is ranked one of Alberta’s Top 70 Employers.

Employee health and wellness has been a focus since 1976 when the organization began offering flexible hours for employees; this was followed by occupational health and safety assessments, ergonomic initiatives, on-site fitness classes and a smoking cessation program. The organization considers not only physical health but also psychological, environmental and social factors. Today, wellness initiatives include: an on-site fitness centre, support for healthy eating at work, partnerships with local service providers, Wellness Champions throughout the workplace, a Healthy Communities Grant Program and employeeled charitable work.

Alberta Blue Cross Alberta Blue Cross est l’un des plus grands fournisseurs d’avantages sociaux de la province et, à ce titre, offre des prestations-maladie et dentaire répondant aux besoins de plus d’un million sept cent mille Albertains.

Employant près de 1 200 personnes, la compagnie a reçu trois fois le prix de distinction du premier ministre pour milieux de travail sains et se classe parmi les 70 meilleurs employeurs de l’Alberta.

La santé et le mieux-être des employés est au cœur des priorités de l’organisation depuis 1976 lorsqu’elle a commencé à offrir des horaires flexibles aux employés; ceci a été suivi par des évaluations de santé et sécurité au travail, des initiatives ergonomiques, des classes de conditionnement physique sur le lieu de travail et un programme de désaccoutumance du tabac. L’organisation se préoccupe non seulement de la santé physique mais aussi psychologique et des facteurs environnementaux et sociaux. Les initiatives de mieux-être actuelles comprennent: un centre de conditionnement physique sur place, un soutien aux bonnes habitudes alimentaires au travail, des partenariats avec des fournisseurs de services locaux, des champions du bien-être dans tout le milieu de travail, un programme de subventions de Communautés en santé et des activités caritatives menées par les employés.

Employees enjoy the sun at Alberta Blue Cross’s annual rooftop BBQ for charity.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 34

Calian Group Ltd. Calian has decades of proven performance with public and private sector clients. Its financial strength, exceptional service and outstanding management capability support high satisfaction ratings with their customers across Canada and in global markets.

Incorporated in 1982, Calian Group Ltd. is a Canadian controlled public corporation listed on the Toronto Stock Exchange (TSX:CGY) with 2018 annual revenues of more than $300 million and employment of over 3,200 people. Calian is a leading program delivery partner that provides professional services and solutions for both public and private sector customers including: • Health Services • Training • Information Technology • Engineering • Contract Manufacturing • Cyber Security Solutions • Emergency Management Solutions • Nuclear Solutions With Calian’s high service quality, integrity, a commitment to customer satisfaction and innovative solutions, their customers expect more from them. In 2019, Calian proudly re-certified in Excellence Canada’s Goldlevel Excellence, Innovation and Wellness® Standard.

Calian Group Ltd. Depuis des décennies le groupe Calian est reconnu pour sa performance auprès de clients des secteurs public et privé. Le groupe doit la très grande satisfaction de ses clients partout au Canada et sur les marchés mondiaux à sa solidité financière, son service exceptionnel et sa capacité de gestion notable.

Constitué en société en 1982, Calian Group Ltd. est une société ouverte sous contrôle canadien inscrite à la bourse de Toronto (TSX:CGY). Les revenus annuels du groupe s’élevaient à plus de 300 millions de dollars en 2018 et il emploie plus de 3 200 personnes.

Calian est un partenaire de prestation de programmes de premier plan qui offre des services et des solutions de calibre professionnel à ses clients des secteurs public et privé, notamment dans les domaines suivants : • Services de santé • Formation • Technologie de l’information • Ingénierie • Fabrication en sous-traitance • Solutions de cybersécurité • Solutions de gestion des urgences • Solutions nucléaires Calian offre un service de haute qualité et intégrité, en plus de son engagement envers la satisfaction de la clientèle et des solutions innovatrices et ses clients n’en attendent pas moins de sa part. En 2019, Calian a fièrement renouvelé sa certification au niveau Or de la norme Excellence, innovation et mieux-être d’Excellence Canada.

Celebrating an employee’s retirement after 30 years of employment at Calian.

EXCELLENCE MADE POSSIBLE. | 35

Kevin Ford President and CEO/Président et chef de la direction Calian Group Ltd.

“To be re-certified at the Gold

level with Excellence Canada again affirms the very high standards that Calian and its staff adhere to – not only in the delivery of our services and solutions but also how we execute internally. With continuous improvement as one of Calian’s four growth pillars, this is clearly another milestone in our journey. I would like to congratulate and thank our entire team for once again being committed to Calian’s excellence journey.

”

« Être à nouveau certifié au niveau Or auprès d’Excellence Canada confirme une fois de plus les normes très élevées auxquelles s’en tiennent Calian et son personnel – pas seulement dans la prestation de nos services et les solutions que nous proposons, mais aussi dans la façon dont nous exécutons nos tâches à l’interne. Ayant fait de l’amélioration continue un des quatre piliers de croissance de Calian, c’est là clairement un autre jalon marquant de notre parcours. Je tiens à féliciter et à remercier toute notre équipe pour s’être une fois de plus engagée afin que Calian puisse poursuivre son parcours vers l’excellence. »

David Thompson Chief Executive Officer/Chef de la direction Canadian Forces Housing Agency/ Agence de logement des Forces canadiennes

“Seeking perfection is not the goal. I want us to continue to build a culture of continual improvement. I want us to make our Agency an employer of choice and a recognized leader in housing solutions for CAF members and their families.

”

« Le but n’est pas de chercher la perfection. Je veux que l’on cherche à bâtir une culture d’amélioration continue. Je veux que notre agence soit un employeur de choix, un chef de file reconnu dans les solutions d’hébergement pour les membres des Forces canadiennes et leurs familles. »

Canadian Forces Housing Agency The Canadian Forces Housing Agency (CFHA) manages the Department of National Defence housing portfolio and provides accommodation services to Canadian Armed Forces members and their families. CFHA excels at providing outstanding customer service at 27 sites across Canada and manages over 11,000 residential housing units.

Over the past 20 years, CFHA has worked hard to earn its reputation for exceptional customer service, professionalism, and passion in improving the quality of life of families living in military housing. A sustained focus on continuous improvement has been achieved through the implementation of Excellence Canada’s organizational excellence certification program, with drivers of excellence that are well aligned with the Government of Canada’s priorities of excellence, innovation, efficient service delivery, and healthy workplaces.

Agence de logements des Forces canadiennes L’Agence de logements des Forces canadiennes (ALFC) gère le portefeuille du logement du ministère de la Défense nationale et offre des services d’hébergement aux membres des forces armées canadiennes et à leurs familles. L’ALFC se démarque par l’excellence du service à la clientèle qu’elle offre dans 27 sites partout au Canada et gère plus de 11 000 unités de logement résidentiel.

Au cours des 20 dernières années, par ses efforts l’ALFC a toujours cherché à se mériter sa réputation d’offrir un service à la clientèle exceptionnel, de faire preuve de professionnalisme et de passion afin d’améliorer la qualité de vie des familles qui habitent dans des logements militaires. La mise en œuvre du programme de certification d’excellence organisationnelle d’Excellence Canada, avec des moteurs d’excellence bien alignés sur les priorités du gouvernement du Canada d’offrir un service efficace, de gérer l’excellence, d’encourager l’innovation et des milieux de travail sain, a permis à l’agence d’accorder une attention soutenue à l’amélioration continue.

We strive to accommodate CAF families with tailored housing solutions to meet individual lifestyle needs. We offer single, semi-detached, row, apartments, and barrier-free accessible houses.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 36

CanmetENERGY-Ottawa (Natural Resources Canada) CanmetENERGY-Ottawa is a world-respected team of professionals committed to leading the development of energy science and technology solutions for the environmental and economic benefit of Canadians. They perform research and development in the areas of clean fossil fuels, renewable and alternative energy, and reducing energy consumption and greenhouse gas emissions in buildings, industry, and transportation.

One of CanmetENERGY-Ottawa’s key strengths on the road to Gold level certification in Excellence, Innovation & Wellness® is the support of the entire team. Through teamwork and employee engagement, they have been able to continually improve how they work. They have been able to address the areas that required improvement, with input from their employee-driven working groups.

CanmetENERGY-Ottawa remains committed to focusing on improvement strategies and addressing gaps identified in their most recent Excellence Canada verification to continue their journey as an ‘excellent’ organization.

CanmetÉNERGIE-Ottawa (Ressources naturelles Canada) CanmetÉNERGIE-Ottawa est une équipe de professionnels mondialement respectée dont l’engagement est d’être un chef de file dans le développement de solutions énergétiques, scientifiques et technologiques dans l’intérêt environnemental et économique des Canadiens. Ces professionnels font de la recherche et du développement dans les secteurs des combustibles fossiles propres, des énergies renouvelables et alternatives, de la réduction de consommation énergétique et des émissions de gaz à effet de serre dans les bâtiments, les industries et le transport.

Un des principaux atouts de CanmetÉNERGIE-Ottawa dans sa quête du niveau de certification Or en Excellence, innovation et mieux-être c’est le soutien de toute l’équipe. Grâce au travail d’équipe et à l’engagement des employés, l’organisation a pu améliorer de manière continue sa façon de travailler. Pour cela elle a pu compter sur la contribution des groupes de travail, pilotés par les employés, et prendre les mesures nécessaires pour améliorer les secteurs qui en avaient besoin. CanmetÉNERGIE maintient le cap et continue de se concentrer sur des stratégies d’amélioration et combler les lacunes identifiées dans sa toute dernière vérification par Excellence Canada afin de poursuivre son cheminement ‘d’excellente’ organisation.

The Alternative Energy Lab (AEL) vegetable garden team displaying their talents and sharing their knowledge, and fruits of their labour, with employees.

EXCELLENCE MADE POSSIBLE. | 37

Dean Haslip Director General/Directeur général CanmetENERGY-Ottawa/CanmetÉNERGIE-Ottawa

“Achieving Gold in both the

“Excellence Innovation and Wellness” and “Mental Health at Work” programs has been a great experience for CanmetENERGYOttawa. Working with the verification team was especially valuable, because it gave us a great opportunity to reflect on the progress that we have made as an organization since we achieved Silver and Bronze in the two programs, respectively.

We are now reflecting on the feedback from the verification team so that we can make CanmetENERGYOttawa an even greater workplace.

”

« Décrocher l’Or à la fois dans les programmes « Excellence innovation et mieux-être » et « Santé mentale au travail » a été une expérience extraordinaire pour CanmetENERGYOttawa. Travailler avec l’équipe de vérification a été tout particulièrement bénéfique car cela nous a donné la formidable opportunité de réfléchir aux progrès que nous avons fait en tant qu’organisation depuis que nous avons atteint l’Argent et le Bronze respectivement dans les deux programmes. Nous nous penchons maintenant sur les observations de l’équipe de vérification afin de faire de CanmetENERGY-Ottawa une organisation où il fait encore meilleur travailler. »

Dean Haslip Director General/Directeur général CanmetENERGY-Ottawa/ CanmetÉNERGIE-Ottawa

“Achieving Gold in both the

“Excellence Innovation and Wellness” and “Mental Health at Work” programs has been a great experience for CanmetENERGYOttawa. Working with the verification team was especially valuable, because it gave us a great opportunity to reflect on the progress that we have made as an organization since we achieved Silver and Bronze in the two programs, respectively.

We are now reflecting on the feedback from the verification team so that we can make CanmetENERGYOttawa an even greater workplace.

”

« Décrocher l’Or à la fois dans les programmes « Excellence innovation et mieux-être » et « Santé mentale au travail » a été une expérience extraordinaire pour CanmetENERGYOttawa. Travailler avec l’équipe de vérification a été tout particulièrement bénéfique car cela nous a donné la formidable opportunité de réfléchir aux progrès que nous avons fait en tant qu’organisation depuis que nous avons atteint l’Argent et le Bronze respectivement dans les deux programmes. Nous nous penchons maintenant sur les observations de l’équipe de vérification afin de faire de CanmetENERGY-Ottawa une organisation où il fait encore meilleur travailler. »

CanmetENERGY-Ottawa (Natural Resources Canada) CanmetENERGY-Ottawa is a world-respected team of professionals committed to leading the development of energy science and technology solutions for the environmental and economic benefit of Canadians. They perform research and development in the areas of clean fossil fuels, renewable and alternative energy, and reducing energy consumption and greenhouse gas emissions in buildings, industry, and transportation.

Over the last two years, the mental health and well-being of employees has been a key focus and they made it a priority to build a safe and supportive work environment.

CanmetENERGY-Ottawa’s objective is to coordinate and integrate efforts to enhance employee health, safety and well-being.

Taking into consideration the principle elements of a healthy workplace in all aspects of the organization has not only helped them build a safe and healthy environment for employees, but also build a sense of community and team mentality in developing these initiatives together as an organization.

CanmetÉNERGIE-Ottawa (Ressources naturelles Canada) CanmetÉNERGIE-Ottawa est une équipe de professionnels mondialement respectée dont l’engagement est d’être un chef de file dans le développement de solutions énergétiques, scientifiques et technologiques dans l’intérêt environnemental et économique des Canadiens.

Ces professionnels font de la recherche et du développement dans les secteurs des combustibles fossiles propres, des énergies renouvelables et alternatives, de la réduction de consommation énergétique et des émissions de gaz à effet de serre dans les bâtiments, les industries et le transport.

Au cours des deux dernières années, la santé mentale et le bien-être des employés sont au cœur des priorités de l’organisation qui tient à avoir un environnement de travail sécuritaire et positif. L’objectif de CanmetÉNERGIE est de coordonner et d’intégrer les efforts visant à promouvoir la santé, la sécurité et le bien-être des employés. Tenir compte des principaux éléments d’un milieu de travail sain dans tous les aspects de l’organisation l’a non seulement aidé à créer un environnement sain et sécuritaire pour les employés, mais aussi un sens de la communauté et une mentalité d’équipe au fur et à mesure qu’ils élaboraient ensemble ces initiatives.

One of CanmetENERGY-Ottawa’s employees receiving an Annual Branch Employee Award from Dean Haslip, Director General, for Innovation & Creativity in the workplace.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 38

Carleton University For more than a decade, Carleton University has launched targeted initiatives nurturing healthy living and positive mental health.

In 2014, Carleton adopted the National Standard for Psychological Health and Safety in the Workplace and joined the Mental Health Commission of Canada’s Case Study Research Project as the only post-secondary institution to participate.

To support and promote mental health on campus, Carleton University has a comprehensive Healthy Workplace Strategy 2019-2022. On an ongoing basis they host a number of events, including the firstever Mind Your Wellness: Mental Health Fair, they offer a suite of training opportunities, including the Workplace Mental Health Leadership Certificate and Building Resilience. The Not Myself Today campaign was unveiled in June, in partnership with the Canadian Mental Health Association.

The Healthy Workplace Committee and Champions, enthusiastic ambassadors of the Healthy Workplace initiative, bring workplace wellness to the forefront of daily life, ensuring it’s embedded within the culture at Carleton University.

Carleton University Cela fait maintenant plus de dix ans que l’université Carleton lance des initiatives ciblées encourageant un mode de vie sain et une santé mentale positive. En 2014, Carleton a adopté la Norme nationale du Canada sur la santé et la sécurité psychologiques en milieu de travail; elle est le seul établissement d’études post-secondaires à participer au Projet de recherche sous forme d’étude de cas de la Commission de la santé mentale du Canada.

Pour soutenir et promouvoir la santé mentale sur le campus, l’université Carleton a mis en place une stratégie 2019-2022 de milieu de travail entièrement sain. Elle organise régulièrement plusieurs événements, notamment la toute première foire d’information sur la santé mentale: Mind Your Wellness: Mental Health Fair; elle offre une série de possibilités de formation, y compris le Programme de certification Leadership en santé mentale au travail et Bâtir la résilience. La campagne Je ne me reconnais pas a été inaugurée en juin, en partenariat avec l’Association canadienne pour la santé mentale. Le Comité et les Champions pour un milieu de travail sain, ambassadeurs enthousiastes de l’initiative Milieu de travail sain, placent le mieux-être au travail au centre de la vie quotidienne, de sorte qu’il soit bien ancré dans la culture de l’université Carleton.

Dr. Benoit-Antoine Bacon President and Vice-Chancellor/Président et vice-chancelier, Carleton University

“At Carleton University, we are

fully committed to addressing and de-stigmatizing mental health issues, for example through our award-winning Student Mental Health Framework, the Not Myself Today campaign, 24/7 service with Empower Me and our remarkable therapy dog program. Excellence Canada’s Mental Health at Work framework continues to guide us on this important journey.

”

« À l’université Carleton, nous sommes totalement déterminés à faire face à ces enjeux et à faire disparaître les préjugés qui entourent la santé mentale sur le campus, par exemple grâce à notre cadre de travail primé de santé mentale des étudiants, à la campagne Je ne

me reconnais pas aujourd’hui, au service 24/7 avec Empower Me et à notre remarquable programme de thérapie par les chiens. Le cadre de travail de la santé mentale au travail d’Excellence Canada continue de nous guider dans cet important cheminement. »

Over 300 Carleton faculty and staff attended the first-ever Mind Your Wellness Mental Health Fair. One participant adding her thoughts to the Gratitude Wall.

EXCELLENCE MADE POSSIBLE. | 39

Suzanne Blanchard Vice President (Students and Enrolment)/ Vice-présidente (Étudiants et Inscription) Carleton University

“Participating in Excellence

Canada’s Excellence, Innovation and Wellness certification will guide the Students and Enrolment Division at Carleton University towards best practices, emphasizes the importance of measuring our progress, as well as identify where there may be opportunities to grow and improve.

We are excited about what we have already learned during the application process for Bronze certification and look forward to submitting an application for Silver.

”

Carleton University , Students and Enrolment Division The Carleton University Students and Enrolment Division is made up of 23 units consisting of over 400+ professional staff and continues to be committed to the Excellence, Innovation and Wellness® (EIW) initiative.

Although diverse, each unit contributes to the same mission of supporting students in achieving their academic, personal and professional potential through exceptional programs and services while contributing to the university’s overarching academic mission of teaching, research and community service.

The Students and Enrolment Division has engaged the entire staff in the strategic planning process and the Division’s new strategic plan represents all departments, and their programs and services, in addition to prioritizing EIW. Upcoming initiatives include the establishment of a cross divisional communication team to better communicate information throughout the division, the incorporation of EIW in the new Students and Enrolment Strategic Plan, a review of the Healthy Workplace initiatives to ensure all staff have access to the activities, and the development of a partnership plan. The Division is excited to continue their work toward Silver Certification.

Carleton University, Students and Enrolment Division La division des étudiants et de l’inscription de l’université Carleton est composée de 23 unités formées de plus de 400 professionnels et son engagement envers l’initiative Excellence, innovation et mieux-être (EIM) ne faiblit pas.

Malgré leur diversité, chaque unité contribue à la même mission qui est d’aider les étudiants à réaliser leur potentiel académique, personnel et professionnel grâce à des programmes et services exceptionnels tout en contribuant à la mission primordiale de l’université qui est l’enseignement, la recherche et le service communautaire.

La division des étudiants et de l’inscription fait participer tout le personnel au processus de planification stratégique et son nouveau plan représente tous les départements et leurs programmes et services, en plus de donner priorité à EIM. Les initiatives prévues comprennent la mise sur pied d’une équipe de communication interdivisionnelle pour mieux communiquer l’information dans toute la division, l’incorporation d’EIM dans le nouveau plan stratégique Étudiants et inscription, une revue des initiatives de milieu de travail sain pour garantir au personnel l’accès aux activités et la création d’un plan de partenariat. La division est emballée à l’idée de continuer son cheminement vers la certification Argent.

« La participation à la certification en Excellence, innovation et mieuxêtre d’Excellence Canada guidera la division des étudiants et de l’inscription de l’Université Carleton vers des pratiques exemplaires; elle fait ressortir l’importance de mesurer nos progrès tout en repérant les occasions de croître et de nous améliorer. Nous sommes emballés par ce que nous avons déjà appris au cours du processus de demande pour la certification Bronze et nous nous réjouissons à la perspective de soumettre une demande pour le niveau Argent. »

Members of the Students and Enrolment division wearing their CU Spirit Day apparel. CU Spirit Day is a staff-led initiative where all members of the university are encouraged to wear their Carleton Ravens gear every Friday to promote university pride.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 40

Chartered Professional Accountants of Canada Chartered Professional Accountants of Canada (CPA Canada) represents the Canadian accounting profession, both nationally and internationally. Operating in the highly complex and global accounting ecosystem, CPA Canada is a convener, facilitator, contributor and disseminator of information that advances the profession.

The organization works closely with the provincial, territorial and Bermudan CPA bodies to champion best practices that benefit business and society. With more than 217,000 members, CPA Canada is one of the largest accounting bodies in the world.

Dedicated to continual improvement and building a high-performing innovative organization, CPA Canada launched an enterprise-wide initiative to foster organizational excellence. Working with Excellence Canada and through the engagement of its employees, the organization achieved silver-level certification in the Excellence, Innovation and Wellness® (EIW) Standard on February 1, 2019. The multi-year journey continues as CPA Canada strives to achieve gold, and ultimately platinum-level certification.

Comptables professionnels agréés du Canada Comptables professionnels agréés du Canada (CPA Canada) représente la profession comptable Canadienne tant au niveau national qu’international. Évoluant dans l’écosystème comptable mondial extrêmement complexe, CPA Canada est un organisateur, facilitateur, contributeur et diffuseur d’information qui fait progresser la profession. L’organisation collabore étroitement avec les organismes de CPA provinciaux, territoriaux et bermudiens afin de promouvoir des pratiques exemplaires dans l’intérêt des entreprises et de la société.

Comptant plus de 217 000 membres, CPA Canada est l’un des plus grands organismes comptables au monde.

Ayant toujours à cœur l’amélioration continue et la volonté de bâtir une organisation hautement performante et innovatrice CPA Canada a lancé une initiative à l’échelle de l’entreprise pour promouvoir l’excellence organisationnelle. Travaillant avec Excellence Canada et forte de l’engagement de ses employés l’organisation a obtenu le niveau de certification Argent dans la norme d’Excellence, innovation et mieux-être le 1er février 2019. Le cheminement de plusieurs années se poursuit, CPA Canada s’étant fixé le but d’atteindre le niveau de certification Or, pour culminer à celui de Platine.

CPA Canada’s Excellence Council worked hard to engage employees and satisfy the Silver EIW requirements.

EXCELLENCE MADE POSSIBLE. | 41

Joy Thomas President & CEO/Présidente et chef de la direction CPA Canada

“Since CPA Canada embarked

on its excellence journey in 2017, the organization has made great progress thanks to the hard work of the entire team. We are excited about the continuation of our journey and the value it will create for our members, employees and other stakeholders.

”

« Depuis que CPA Canada s’est lancé sur la voie de l’excellence en 2017, l’organisation a fait de grands progrès grâce aux efforts soutenus de toute notre équipe.

Nous sommes enthousiasmés par la poursuite de notre parcours et ravis de la valeur que cela créera pour nos membres, nos employés et autres parties prenantes. »

Bob Nakagawa Registrar/Directeur College of Pharmacists of BC

“I am extremely proud of the

tremendous work we have done to be awarded a Silver Certification

by Excellence Canada. This accomplishment reflects the dedication of all of our staff to the College’s important work in protecting the public through the regulation of pharmacy practice in BC.

”

College of Pharmacists of British Columbia Founded in 1891, the College of Pharmacists of British Columbia is the regulatory body for pharmacy in British Columbia and is responsible for registering pharmacists and pharmacy technicians and licensing pharmacies throughout the province. The College’s mandate is to protect the public by ensuring pharmacists and pharmacy technicians are fully qualified and able to provide safe, ethical and effective care to help people achieve better health.

To fulfill its mandate of better health through excellence in pharmacy amid an ever-changing provincial health landscape, the College is committed to staying modern, relevant and adaptable. As part of this commitment, the College has undergone a comprehensive assessment from all perspectives, including its employees, customers, partners and leadership, in order to identify and address strategic organizational needs, streamline processes, and implement best practices.

College of Pharmacists of British Columbia Fondé en 1891, l’ordre des pharmaciens de la Colombie-Britannique est un organisme de réglementation chargé d’enregistrer les pharmaciens et techniciens en pharmacie et d’octroyer les permis de pharmacie dans toute la province. L’ordre a pour mandat de protéger le public en s’assurant que les pharmaciens et les techniciens en pharmacie sont pleinement qualifiés et capables de prodiguer des soins sécuritaires, éthiques et efficaces afin d’aider les gens à améliorer leur santé.

Pour remplir son mandat d’amélioration de la santé en visant l’excellence en pharmacie dans un paysage provincial de soins de santé en constance évolution, l’ordre se veut de demeurer moderne, pertinent et adaptable. Pour tenir cet engagement, l’ordre a entrepris une évaluation complète sous tous les angles, y compris ses employés, clients, partenaires et dirigeants afin de repérer les besoins stratégiques au niveau de l’organisation et d’y répondre, de simplifier les processus et de mettre en place des pratiques exemplaires.

« J’éprouve une très grande fierté pour le travail formidable que nous avons fait en vue d’obtenir la certification Argent décernée par Excellence Canada. Cet accomplissement témoigne du dévouement de tout le personnel de notre Ordre dans l’important travail que nous faisons pour protéger le public en réglementant la pratique pharmaceutique en ColombieBritannique. »

College staff preparing to head off to their annual summer team building event.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 42

Department of Service Nova Scotia and Internal Services, Government of Nova Scotia In 2015, two Government of Nova Scotia departments started excellence journeys.

The Office of Service Nova Scotia had a key role in making government interactions easier for citizens and business; and delivered high quality, accessible programs and services across multiple channels.

Internal Services supported the public sector by delivering financial transactions, audits of government operations, information technology, and public sector procurement. Both departments achieved Bronze in Excellence, Innovation and Wellness® (EIW) in 2017, starting their work toward Silver shortly after.

In June 2019, the two departments were merged into the Department of Service Nova Scotia and Internal Services. The merger brought together the people, processes, and technology that support the services Nova Scotians expect of their government.

Collectively, SNS-IS will represent end-to-end expertise. While their EIW Silver journeys started as separate entities, SNS-IS collaborated throughout the process, and celebrate the accomplishment of EIW Silver, and the continuation of their work in excellence, innovation and wellness together.

Department of Service Nova Scotia and Internal Services, Government of Nova Scotia En 2015, deux ministères du gouvernement de la Nouvelle-Écosse ont commencé leur cheminement vers l’excellence. Le bureau de Service Nova Scotia a joué un rôle crucial pour faciliter l’interaction des citoyens et des entreprises avec le gouvernement; il a mis en œuvre des programmes accessibles de haute qualité et des services dans de multiples canaux. Les services internes ont aidé le secteur public dans ses transactions financières, audits d’opérations gouvernementales, l’information technologique et l’approvisionnement du secteur public. Les deux ministères ont obtenu la certification Bronze en Excellence, innovation et mieux-être (EIM) en 2017, commençant leur cheminement vers l’Argent peu de temps après.

En juin 2019, les deux ministères ont fusionné pour devenir le ministère de Service Nova Scotia et services internes. La fusion a regroupé les gens, les processus et la technologie qui procurent aux citoyens de la Nouvelle-Écosse les services qu’ils attendent de leur gouvernement. Ainsi réunis, les deux ministères représentent une expertise complète de bout en bout. Les deux ministères ont commencé leur cheminement vers l’EIM comme des entités séparées, mais ils ont collaboré tout au long du processus et célèbrent maintenant leurs accomplissements conjoints de la certification Argent en EIM et poursuivent ensemble leurs travaux en excellence, innovation et mieux-être.

SNS-IS team member displays our first government app intended to help civil servants react appropriately to protect themselves and others during a crisis at work.

EXCELLENCE MADE POSSIBLE. | 43

Joanne Munroe Deputy Minister/Sous-ministre Department of Service Nova Scotia and Internal Services

“As Service Nova Scotia and

Internal Services come together as one team, we bring focused, end-toend expertise to support excellence in the delivery of programs and services. The shared services approach brings together the people, processes and technology that help deliver the services that Nova Scotians expect of their government. Excellence Canada has provided us with the framework to continue to pursue Excellence during this merger.

”

« En regroupant Service Nova Scotia et les services internes en une seule équipe nous pouvons compter sur une expertise plus complète et mieux ciblée pour renforcer l’excellence dans la prestation des programmes et des services.

Partageant ainsi les services permet de regrouper les gens, les processus et la technologie pour mieux offrir les services que les citoyens de la Nouvelle-Écosse attendent de leur gouvernement. Excellence Canada nous a donné le cadre qui nous permet de poursuivre l’excellence pendant la fusion. »

Éric Filion President/Président Hydro-Québec Distribution

“This award recognizes our

commitment to continuous improvement and innovation as a means of better serving our customers. It underscores the exceptional work of a dedicated, passionate and forward-looking team.

”

Hydro-Québec Distribution Hydro-Québec has been generating, transmitting and distributing electricity for seventy-five year. The company is a world leader in the field of hydroelectricity (power from water). Its sole shareholder is the Québec government. With a total installed capacity of 37,310 MW, Hydro-Québec provides a clean, renewable and reliable supply of electricity to all Quebecers.

Hydro-Québec Distribution is HydroQuébec’s largest division. Il delivers electricity through its distribution lines, which crisscross the province and extend for 224,000 km.

Its mission is to deliver a safe, reliable power supply and offer outstanding customer service.

Hydro-Québec Distribution Hydro-Québec produit, transporte et distribue de l’électricité depuis soixante-quinze ans.

Elle est un leader mondial dans le domaine de l’hydroélectricité (énergie de l’eau). Son unique actionnaire est le gouvernement du Québec.

Avec une puissance installée totale de 37 310 MW, elle assure un approvisionnement en électricité propre, renouvelable et fiable à tout le Québec.

Hydro-Québec Distribution est la plus grande division d’Hydro-Québec. Elle achemine l’électricité, grâce à ses lignes de distribution qui sillonnent le Québec et s’étalent sur 224 000 km. Elle assure l’approvisionnement et la vente d’électricité au marché québécois.

Sa mission est de fournir à ses clients une alimentation électrique fiable et des services à la clientèle de qualité.

« Cette reconnaissance témoigne de notre démarche en matière d’amélioration continue ainsi que de notre volonté d’innover et de toujours mieux servir nos clients. Elle est le fruit du travail exceptionnel d’une équipe dévouée, passionnée et résolument tournée vers l’avenir ! »

Outside of Québec, we share our expertise in power outages.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 44

Michael Garron Hospital Nestled in the heart of East Toronto, Michael Garron Hospital, Toronto East Health Network is a vibrant community teaching hospital serving more than 400,000 people in 22 distinct neighbourhoods. For 90 years, MGH has delivered high-quality, patientcentred healthcare services to families along the continuum of care, from welcoming a new life to facing the end-of-life. MGH has continually renewed its commitment to community by adapting its programs and services to meet the evolving needs of the diverse population it serves. MGH is a fullservice hospital with strong community and research partners, including the University of Toronto.

Michael Garron Hospital Niché au cœur du secteur de Toronto Est, le réseau de santé de l’hôpital Michael Garron est un hôpital d’enseignement communautaire dynamique au service de plus de 400 000 personnes dans 22 quartiers distincts. Depuis 90 ans, MGH offre aux familles des services et soins de santé de haute qualité axés sur les patients tout au long de la vie, depuis l’accueil d’un nouveau-né jusqu’à l’assistance en fin de vie. MGH renouvelle sans cesse son engagement envers la communauté en adaptant ses programmes et services pour répondre aux besoins changeants de la population diverse qu’il dessert. MGH offre une gamme complète de services, soutenu par de solides partenaires communautaires et de recherche, y compris l’Université de Toronto.

Sarah Downey President and CEO/Présidente et chef de la direction Michael Garron Hospital, Toronto East Health Network

“The Financial Wellness Pioneer

Award helped us improve and align our mental health in the workplace program by creating sustainable and appropriate supports for our people. Our organization’s vision is to: Create Health, Build Community – for our patients but just as importantly, for our staff, physicians and volunteers.

”

« Le prix Pionnier de Mieux-être financier nous a aidé à améliorer et à aligner notre programme de santé mentale au travail en créant des soutiens durables et appropriés pour nos gens. La vision de notre organisation est de Créer de la santé, Bâtir la communauté – pour nos patients, mais tout aussi important pour notre personnel, nos médecins et nos bénévoles. »

Our doctors support mental health initiatives for our community and themselves.

EXCELLENCE MADE POSSIBLE. | 45

Karim Mamdani President and CEO/Président et chef de la direction Ontario Shores Centre for Mental Health Sciences

“We are thrilled to receive platinum

level status in recognition of our efforts to create and sustain a psychologically safe and healthy workplace.

All of us at Ontario Shores take great pride in our workplace and the meaningful experience we create for staff, volunteers, patients, families and visitors. That pride is shown through our wellness programs, employee engagement initiatives and the way in which our people care about each other and the work they do. Thank you to Excellence Canada for this tremendous honour.

Ontario Shores Centre for Mental Health Sciences Ontario Shores Centre for Mental Health Sciences (Ontario Shores) is a specialty mental health hospital with a dedicated team of more than 1,300 staff and 150 volunteers who are passionate about enhancing care for people affected by mental health and addictions.

In 2017, Ontario Shores received the Canada Awards for Excellence – Gold level recognition for Excellence Canada’s Mental Health at Work Framework. Ontario Shores was recognized for its Integrated Wellness Plan, employee engagement activities, emphasis on a positive workplace culture and strong focus on psychological and physical safety.

This year, Ontario Shores is celebrating 100 years of providing mental health care on its grounds. It’s most known for its recovery-oriented environment of care, built on compassion, inspiration and hope.

Ontario Shores Centre for Mental Health Sciences Ontario Shores Centre for Mental Health Sciences (Ontario Shores) est un hôpital spécialisé en soins de santé mentale doté d’une équipe de 1 300 professionnels et 150 bénévoles animés d’un désir de fournir des soins toujours meilleurs aux personnes souffrant de troubles de santé mentale et d’accoutumance.

En 2017, Ontario Shores a reçu le Prix Canada pour l’excellence – niveau Or pour avoir adopté le Cadre de travail de la Santé mentale au travail d’Excellence Canada. Ontario Shores a été reconnu pour son plan intégré qui aborde le mieux-être de manière globale, ses activités d’engagement des employés, l’attention particulière portée à entretenir une culture de milieu de travail positif et un souci pour la sécurité psychologique et physique.

Cette année, Ontario Shores célèbre 100 ans de soins de santé mentale prodigués dans son établissement qui est surtout reconnu pour son environnement de soins orientés vers le rétablissement, reposant sur la compassion, l’inspiration et l’espoir.

”

« Nous sommes ravis d’avoir atteint le niveau Platine qui couronne nos efforts visant à créer et maintenir un lieu de travail sain et psychologiquement sécuritaire. À Ontario Shores nous sommes tous très fiers de notre lieu de travail et de l’expérience satisfaisante que nous procurons aux membres de notre personnel, à nos bénévoles, nos patients, leurs familles et visiteurs. Cette fierté se manifeste dans nos programmes de mieux-être, nos initiatives d’engagement des employés et dans la façon dont nos gens se soucient les uns des autres et du travail qu’ils font. Merci Excellence Canada pour ce grand honneur. »

Risk Management team with their 100th Anniversary T-shirts.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 46

Annual Staff Wellness Fair

EC_ProgramAd_OntarioShores2019_HalfPage.ai 1 9/12/2019 8:09:21 AM

ontarioshores.ca/100

Thank you to the staff, patients and volunteers who made this Platinum Level Mental Health at Work achievement possible.

Brad Scott CEO/Chef de la direction Real Estate Board of Greater Vancouver

“Our relationship with Excellence

Canada makes us better. No matter what new priorities or challenges confront us, our excellence program keeps us focused on improving all areas of our organization in pursuit of achieving our goals and ensuring strong organizational performance.

”

« Notre relation avec Excellence Canada nous rend meilleur. Peu importe les nouvelles priorités ou les défis qui nous attendent, nos programmes d’excellence nous aident à ne pas perdre de vue nos objectifs qui sont d’améliorer tous les secteurs de notre organisation et d’assurer un solide rendement organisationnel. »

Real Estate Board of Greater Vancouver The Real Estate Board of Greater Vancouver (REBGV) is an association representing more than 14,000 REALTORS® and their companies. REBGV provides a variety of member services, including the Multiple Listing Service®. Ten local real estate brokers founded the association in 1919 to provide those engaged in real estate with the tools, information and services necessary to serve the home buying and selling needs of Greater Vancouver’s residents.

In 1996, the association embarked on a journey of continuous improvement with the National Quality Institute, which later rebranded to Excellence Canada. Talk with anyone who works at REBGV and they’ll tell you that their relationship with Excellence Canada makes them better.

REBGV’s methodology for improvement includes implementing Excellence Canada’s Standards in their daily work.

They systematically identify fail points throughout the organization, create efficiencies and continuously improve their business processes, culture, and, above all, service to their members.

Real Estate Board of Greater Vancouver Le Real Estate Board of Greater Vancouver (REBGV) est une association qui représente plus de 14 000 courtiers immobiliers® et leurs agences. REBGV offre différents services à ses membres, notamment le Service interagences®. Dix courtiers immobiliers locaux ont créé l’association en 1919 afin de donner aux personnes œuvrant dans l’immobilier les outils, l’information et les services nécessaires pour servir les besoins des résidents du Grand Vancouver qui achètent et vendent leurs maisons.

En 1996, l’association a entrepris un cheminement vers l’amélioration continue avec l’Institut national de la qualité, devenu par la suite Excellence Canada.

Tous ceux qui travaillent au REBGV vous diront que les relations qu’ils entretiennent avec Excellence Canada les rendent meilleurs. La méthodologie d’amélioration du REBGV comprend l’application des normes d’Excellence Canada dans le travail quotidien. L’association identifie systématiquement les points de défaillance dans toute l’organisation, crée des efficacités et améliore continuellement ses procédés opérationnels, sa culture et essentiellement le services à ses membres.

Staff celebrate the 100th anniversary of the Real Estate Board of Greater Vancouver in 2019.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 48

Region of Peel The Region of Peel works with residents and partners to create a healthy, safe and connected community for more than 1.4 million people and 173,000 businesses in the cities of Brampton and Mississauga and the Town of Caledon. Based on the priorities of Peel’s residents, the Region has a guiding vision to build a Community for Life – a place where everyone enjoys a sense of belonging and has access to the services and opportunities they need to thrive throughout each stage of their lives. The Region is accomplishing this vision by delivering a wide range of programs and services including paramedic services, health programs, long-term care and services for seniors, child care support, waste collection, water and water treatment, road maintenance, housing and shelter.

Visit peelregion.ca and follow on Twitter at @regionofpeel.

Region of Peel Travaillant en collaboration avec les résidents et les partenaires la région de Peel crée une communauté saine, sécuritaire et connectée pour plus d’un million 400 000 personnes et 173 000 entreprises dans les villes de Brampton, Mississauga et de Caledon.

Pour concrétiser sa vision de créer une Communauté pour la vie, la région s’inspire des priorités des résidents de Peel – un endroit où chacun se sent chez soi et a accès aux services et opportunités dont il a besoin pour s’épanouir à tous les stades de sa vie.

Pour réaliser cette vision la région offre un grand éventail de programmes et de services, y compris des services paramédicaux, des programmes de soins de santé, des soins de longue durée et des services aux ainés, des services de garde d’enfants, la récupération des déchets, l’eau et le traitement des eaux, l’entretien des routes, le logement et les maisons d’hébergement. Visitez peelregion.ca et suivez la région sur Twitter à @regionofpeel.

Nando Iannicca Regional Chair and CEO/Président régional et chef de la direction, Region of Peel

“The Region of Peel is honoured to

be the only level of government to receive Excellence Canada’s Platinum Award for Excellence, Innovation and Wellness, providing independent validation that the Region of Peel serves residents and businesses in an efficient and effective manner. We humbly accept this prestigious award, with a commitment to continuous improvement. I would like to share congratulations with my fellow members of Regional Council, our CAO, staff, and the citizens of Peel on this outstanding achievement.

”

Ensuring residents in our Long-Term Care homes receive care to enhance their quality of life.

EXCELLENCE MADE POSSIBLE. | 49

« C’est tout un honneur pour la région de Peel d’être le seul palier de gouvernement à se voir décerner le prix Platine d’Excellence Canada en Excellence, innovation et mieuxêtre, une confirmation indépendante que les résidents, les commerces et entreprises de la région de Peel peuvent compter sur un service efficient et efficace. Nous acceptons ce prix prestigieux en toute humilité et nous prenons l’engagement de ne jamais cesser de nous améliorer. Je voudrais partager les félicitations pour ce remarquable accomplissement avec les autres membres du conseil régional, notre agent principal de l’administration, notre personnel et les citoyens de Peel. »

SPOTLIGHT: CANADA ORDER OF EXCELLENCE RECIPIENT

SE Health’s Pursuit of Excellence

BY HA RV EY F OOT E

Elizz , a lifestyle destination for daughters and sons caring for aging parents, takes over a TTC streetcar as a part of their launch.

Why we exist For SE Health, excellence is not a starting point or a finish line, it is an ongoing pursuit, and for us it is fueled by our purpose, to Spread Hope and Happiness. Spreading Hope and Happiness is why we exist, and we are living this through the 21,000 interactions we have with clients every day across Canada, and by continually improving how we are delivering quality care, innovative solutions and education to people where they are and when they need them.

SE Health provides health care services across many areas of the health system, including home and community care, longterm care, acute care and primary care. Our customers include governments, regional health authorities, local health integration networks, hospitals, the seniors’ living sector, community organizations and consumers. Over the course of a year, we made 7.6 Million client visits, directly impacting their health and wellbeing. Through everything we do, we have the opportunity to fulfill our purpose; through the culture we live and breathe with our people, in one-onone interactions between front line staff and patient, or by the implementation of a new program that gets people home from hospital sooner.

Our pursuit of excellence allows us to track and measure our efforts, pushing us to do better, be more accountable, and ultimately helps us to spread more hope and happiness in everything that we do.

Our Excellence Journey Our journey with Excellence Canada began over ten years ago, in 2007. In our first year of working with Excellence Canada, we were successful in simultaneously achieving levels 1-3 certification and a bronze level award within the Progressive Excellence Program®, an accomplishment that had never before been achieved by any organization. In 2010, our commitment to quality and healthy workplace practices was reaffirmed as we succeeded in achieving a gold level award and our level 4 certification. In 2012 and again in 2015 we received the highest level of recognition from Excellence Canada, earning a Canada Order of Excellence Award for

Elizz, a lifestyle destination for daughters and sons caring for aging parents, takes over a TTC streetcar as a part of their launch.

Excellence, Innovation and Wellness. We are incredibly proud this year to once again be recognized with an Order of Excellence Award.

Our Excellence Journey has helped us over the past decade to not only push ourselves to be better, but to also prepare us for the future through a deliberate approach towards excellence, wellness and innovation. Since receiving the Order of Excellence in 2015 we have continued to make great strides in these areas.

Launching SE Futures for a new era of health innovation: We are evolving SE Health’s core business through business model evolution and new capabilities; creating new practices and models to meet client need and expectations; and supporting SE Health in optimizing current service offerings. The focus of SE Futures is co-creating a future where Canadians age with health, vitality and dignity.

Investing in End of Life Care: We have committed $5 million to strengthen services and support people and families in their end of life journey and invested in 20 palliative care programs throughout the country. Over the past year, SE Health’s national nursing team delivered over 250,000 palliative care visits to more than 10,000 clients in their homes and communities. This care was further complemented by personal support services.

Supporting Family Caregivers through the creation of Elizz: Elizz was launched

by SE Health to provide family caregivers with resources and tools to support and inspire their caregiving journey. In 2018 we launched Elizzbot – the world’s first smart chatbot for family caregivers. In the fall of 2019 we are launching the Care Channel, funded by the Ontario Ministry of Health and Long-Term Care, which provides free resources for family caregivers including 100 caregiver skill videos available in 5 languages.

Building our future leaders through the implementation of our own Leadership Edge Program: Launched in 2017, the Leadership Edge program is designed to provide emerging leaders with experience, training and new opportunities for growth.

Participants of the program included Leaders of Impact from various departments, roles, and levels within SE Health.

In the continually evolving landscape of health care in Canada, we rely on a strong foundation of excellence, wellness and innovation along with a culture of continuous improvement. We are very proud of our accomplishment in receiving the Order of Excellence Award. This award and our excellence journey is a testament to our people, who are committed to our purpose and taking accountability each and every day to make us better.

EXCELLENCE MADE POSSIBLE. | 51

Heidary

2019 ORDER OF EXCELLENCE RECIPIENT EXCELLENCE, INNOVATION & WELLNESS

Shirlee Sharkey CEO/Chef de la direction SE Health

“At SE Health, we are proud to

work with Excellence Canada for their expert coaching, value and access to global best practices. The rigour and focus required by the framework gives us a tangible way to reach our goals. The time, effort and dedication are well worth it!

”

« SE Health est fière de sa collaboration avec Excellence Canada et de profiter de son accompagnement professionnel, de ses valeurs et de son accès aux meilleures pratiques mondiales. La rigueur et l’attention exigées par le cadre de travail nous donnent un moyen tangible de réaliser nos objectifs. Le temps, les efforts et le dévouement que nous y consacrons

SE Health SE Health is a social enterprise applying its knowledge, vision and drive to forever impact how people live and age at home.

With Canadian roots and 110 years of expertise, the organization brings quality excellence and innovation to home care, seniors’ lifestyle and family caregiving.

Since SE Health was awarded the ‘Order of Excellence’ in 2015, their Hope and Happiness movement has impacted thousands and their team of 9,000 has delivered 30 million care exchanges. They have grown with the addition of SE Health Futures and Global, and initiated new programs like Leadership Edge to complement their award-winning corporate culture. SE Health continues to address community needs with a $5 million investment in end-of-life care, its family caregiver platform Elizz, innovative new home care models and health system partnerships.

RÉCIPIENDAIRE ORDRE DE L’EXCELLENCE EXCELLENCE, INNOVATION et MIEUX-ÊTRE

SE Health SE Health est une entreprise sociale qui met en œuvre ses connaissances, sa vision et son dynamisme afin de changer à jamais la façon dont les gens vivent et vieillissent chez eux. Forte de ses racines canadiennes et de ses 110 ans d’expertise, l’organisation apporte qualité, excellence et innovation aux soins à domicile, au style de vie des aînés et aux soins à la famille. Depuis que SE Health s’est vu décerner ‘l’Ordre d’excellence’ en 2015, son mouvement Hope and Happiness (espoir et bonheur) a touché des milliers de personnes et son équipe de 9 000 effectifs a fourni 30 millions d’échanges de soins.

SE Health a ajouté Futures et Global à ses services et lancé de nouveaux programmes, y compris Leadership Edge pour compléter sa culture d’entreprise primée. SE Health continue de répondre aux besoins des communautés avec un investissement de 5 millions de dollars dans les soins de fin de vie, sa plateforme d’aidant familial Elizz, de nouveaux modèles innovateurs de soins à domicile et des partenariats avec le système de santé.

en valent la peine ! »

The Showcase Space at home office highlights and celebrates the stories of SE Health’s Hope and Happiness movement.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 52

TELUS Communications Inc. TELUS is a dynamic, world-leading communications and information technology company with $14.6 billion in annual revenue and 14.2 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security. We leverage our globally leading technology to enable remarkable human outcomes. Our longstanding commitment to putting our customers first fuels every aspect of our business, making us a distinct leader in customer service excellence and loyalty.

At TELUS, our ability to deliver great customer experiences and deliver strong profitable growth is underpinned by the health and well-being of our team. Our holistic approach ensures we offer flexible benefits and programs and supportive workplace practices to help team members bring their best selves to their work, home and community.

TELUS Communications Inc.

TELUS est une compagnie dynamique, un leader mondial de la technologie des communications et de l’information avec un chiffre d’affaires annuel de 14,6 milliards de dollars et 14,2 millions de connexions clients dans des domaines allant du sans fil, aux données, à l’IP, la voix, la télévision, les divertissements, la vidéo et la sécurité. Nous tirons parti de notre technologie de pointe à l’échelle mondiale pour obtenir des résultats humains remarquables. L’engagement durable que nous avons pris de mettre nos clients au cœur de nos priorités stimule chaque aspect de nos activités et fait de nous un leader incontesté de l’excellence et de la loyauté dans le service à la clientèle.

TELUS doit sa capacité de procurer des expériences client d’un calibre exceptionnel et une solide croissance profitable à la santé et au bien-être de son équipe. Notre démarche holistique nous permet d’offrir des avantages sociaux et des programmes flexibles ainsi que des pratiques de lieu de travail positif, source de soutien pour les membres de l’équipe qui les aide à donner le meilleur d’eux-mêmes au travail, chez eux et dans la communauté.

Wade Domries Vice-President, Total Rewards/Vice-président, Rémunération globale TELUS

“We are proud to be recognized for our strategic approach and ongoing commitment to supporting the health and well-being of our team.

Our culture and organizational successes are underpinned by our team and we look forward to continue learning from Excellence Canada as we progress on our wellbeing journey.

« Nous sommes fiers d’obtenir une reconnaissance pour notre approche stratégique et notre engagement à favoriser la santé et le mieux-être de l’équipe. La réussite de notre culture et de notre organisation repose sur notre équipe, et nous nous réjouissons à la perspective de nous appuyer sur Excellence Canada pour continuer de nous perfectionner dans le cadre de notre objectif en matière de mieux-être. »

TELUS team members giving back to their community with their hearts and hands (Quebec).

EXCELLENCE MADE POSSIBLE. | 53

”

Wade Domries Vice-president, Total Rewards/Vice-président, Rémunération globale TELUS

“We are proud to be recognized for our strategic approach and ongoing commitment to supporting the health and well-being of our team.

Our culture and organizational successes are underpinned by our team and we look forward to continue learning from Excellence Canada as we progress on our wellbeing journey.

TELUS Communications Inc. TELUS is a dynamic, world-leading communications and information technology company with $14.6 billion in annual revenue and 14.2 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security. We leverage our globally leading technology to enable remarkable human outcomes. Our longstanding commitment to putting our customers first fuels every aspect of our business, making us a distinct leader in customer service excellence and loyalty.

At TELUS, we’re on an ongoing journey to support the total well-being of our team members. Currently, TELUS is working to align with the National Standard of Canada for Psychological Health and Safety in the Workplace. We’re laying the groundwork to enhance our approach to supporting the mental health of our team members with customizable, supportive programs, resources and initiatives.

”

« Nous sommes fiers d’obtenir une reconnaissance pour notre approche stratégique et notre engagement à favoriser la santé et le mieux-être de l’équipe. La réussite de notre culture et de notre organisation repose sur notre équipe, et nous nous réjouissons à la perspective de nous appuyer sur Excellence Canada pour continuer de nous perfectionner dans le cadre de notre objectif en matière de

TELUS Communications Inc. TELUS est une compagnie dynamique, un leader mondial de la technologie des communications et de l’information avec un chiffre d’affaires annuel de 14,6 milliards de dollars et 14,2 millions de connexions clients dans des domaines allant du sans fil, aux données, à l’IP, la voix, la télévision, les divertissements, la vidéo et la sécurité. Nous tirons parti de notre technologie de pointe à l’échelle mondiale pour obtenir des résultats humains remarquables. L’engagement durable que nous avons pris de mettre nos clients au cœur de nos priorités stimule chaque aspect de nos activités et fait de nous un leader incontesté de l’excellence et de la loyauté dans le service à la clientèle.

TELUS est engagée dans une voie de soutien continu au bien-être total des membres de son équipe. Présentement TELUS s’efforce de s’aligner sur la Norme nationale (du Canada) sur la santé et la sécurité psychologiques en milieu de travail. Nous posons les fondations pour offrir davantage de soutien aux membres de notre équipe en matière de santé mentale avec des programmes, des ressources et des initiatives adaptables qui créent les conditions propices pour y parvenir.

mieux-être. »

TELUS team members join in on Pride festivities.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 54

Town of Aurora Located just 30 minutes north of Toronto, in the “Heart of York Region”, Aurora is a scenic town situated on the rolling hills of the environmentally significant Oak Ridges Moraine.

Aurora continues to attract those looking for the ideal combination of small-town friendliness with urban amenities.

The Town is committed to being a progressive municipal administrative organization and continues to build a more effective, efficient and resilient organization that meets the needs of Aurora’s present and future residents, visitors and staff. Town of Aurora strives to create a work environment where employees are inspired and empowered to produce meaningful results that support the organization’s vision and purpose.

The Excellence Journey is a reflection of the great work that is accomplished every day in delivering exceptional services making people proud to call Aurora their home.

Town of Aurora À 30 minutes à peine au nord de Toronto, au « cœur de la Région de York », Aurora est une ville pittoresque située dans les collines vallonées de la zone importante et sensible de la Moraine d’Oak Ridges. Aurora continue d’attirer ceux qui cherchent à allier l’ambiance conviviale d’une petite ville aux commodités urbaines.

La ville se veut être une organisation administrative municipale progressive et elle continue de développer son efficacité, son efficience et sa résilience afin de répondre aux besoins des résidents, des visiteurs et des membres du personnel actuels et futurs.

La ville d’Aurora s’efforce de créer un environnement de travail où les employés sont inspirés et dotés des moyens dont ils ont besoin pour produire des résultats concrets qui renforcent sa vision et sa mission première.

Le parcours d’Aurora vers l’excellence est le reflet du travail formidable accompli tous les jours afin d’offrir des services exceptionnels qui font la fierté de ses résidents.

Doug Nadorozny Chief Administrative Officer/Directeur municipal Town of Aurora

“Excellence Canada has played

a pivotal role in helping us in our transition from ‘small town’ to ‘large town’. Their framework helped us to identify our strengths and weaknesses and move forward with clear objectives that align throughout the organization. The process has resulted in a higher-functioning team that is engaged and committed to doing amazing work for our community.

”

« Excellence Canada a joué un rôle pivot pour nous aider à réussir notre transition de ‘petite ville ‘ à ‘grande ville’. Son cadre de travail nous a permis de repérer nos forces et nos faiblesses et d’avancer avec des objectifs clairs qui s’alignent dans toute l’organisation. Ce processus a rehaussé le niveau de fonctionnement d’une équipe engagée et déterminée à faire un travail formidable pour notre communauté. »

Annual staff appreciation BBQ organized and delivered by our Executive Leadership Team (on the grills!)

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2019 SILVER RECIPIENT HEALTHY WORKPLACE

Dr. Franco J. Vaccarino President and Vice-Chancellor/Président et Vice-chancelier University of Guelph

“The University of Guelph is

committed to supporting the wellbeing of the whole person. We strive to be a supportive, innovative and compassionate workplace in a time where interconnectivity has never been more important.

”

« L’université de Guelph s’est engagée à soutenir le bien-être de la personne tout entière. Nous nous efforçons d’être un lieu de travail qui est une source de soutien, d’innovation et de compassion à une époque où l’interconnectivité n’a jamais été aussi importante. »

University of Guelph The University of Guelph and everyone who studies, explores, teaches and works there, is committed to a simple, shared purpose: to Improve Life. Established in 1964, the University’s reputation for innovation and excellence dates back more than 150 years. The University is one of Canada’s top comprehensive and research-intensive universities.

As an employer and a responsible workplace, the University of Guelph is committed to supporting the well-being of the whole person. The University’s Wellness@Work initiative was created to support a thriving workforce, organization and community. Wellness@Work aims first to understand the University’s existing wellness supports for faculty and staff, then to strengthen those supports, and to implement new initiatives based on employee feedback.

RÉCIPIENDAIRE ARGENT MILIEU DE TRAVAIL SAIN

University of Guelph L’université de Guelph et tous ceux qui y étudient, explorent, enseignent et travaillent se sont engagés à poursuivre un simple but commun : améliorer la vie. Établie en 1964, l’université s’est taillé une réputation en matière d’innovation et d’excellence qui remonte à plus de 150 ans. C’est l’une des meilleures universités polyvalentes et actives en recherche au Canada.

En tant qu’employeur et milieu de travail responsable, l’université de Guelph veut promouvoir le bien-être de la personne dans son intégralité. Son initiative Wellness@Work a été créée pour soutenir une main-d’œuvre, une organisation et une communauté dynamiques. Wellness@Work cherche tout d’abord à comprendre les ressources existantes dont dispose l’université pour soutenir les membres de la faculté et du personnel, puis à renforcer ces ressources et mettre en place de nouvelles initiatives en tenant compte des observations des employés.

Gryph, the University of Guelph mascot, leads a warm-up before the first Campus Mile event where employees walked, ran or rolled through our beautiful campus.

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University of Waterloo The University of Waterloo has been ranked the most innovative university in Canada every year for the past twenty-seven years.

With more than 40,000 students, it is home to the world’s largest co-operative education system of its kind. Its unmatched entrepreneurial culture, combined with an intensive focus on research, powers one of the top innovation hubs in the world.

This spirit of innovation and entrepreneurship infuses every aspect of life at Waterloo – from teaching and learning to the workplace culture. Waterloo employees are creative-thinkers and problem-solvers who play a central role in the success of the University. Waterloo’s journey to excellence began in 2014 when the Library integrated the Excellence, Innovation and Wellness® (EIW) Standard at the Bronze level. It has since committed to the integration of the EIW Standard across the entire University.

University of Waterloo Chaque année depuis vingt-sept ans l’université de Waterloo se classe parmi les plus innovatrices au Canada. Avec plus de 40 000 étudiants, son système d’éducation coopérative est le plus important au monde.

Sa culture d’entreprenariat, fortement axée sur la recherche, n’a pas son pareil et énergise une des meilleures plateformes d’innovation au monde.

Cet esprit d’innovation et d’entreprenariat imprègne chaque aspect de la vie à Waterloo – de l’enseignement et l’apprentissage jusqu’à la culture du milieu de travail. Les employés de Waterloo sont des penseurs créatifs et des solutionneurs de problèmes qui jouent un rôle déterminant dans le succès de l’université. Waterloo a commencé son cheminement vers l’excellence en 2014 quand sa bibliothèque a intégré la norme Excellence, innovation et mieux-être (EIM) au niveau Bronze. Elle s’est depuis engagée à intégrer la norme EIM dans toute l’université.

Dr. Feridun Hamdullahpur President and Vice Chancellor/Président et vice-chancelier University of Waterloo

“The University of Waterloo strives to continuously reach higher and achieve more. This is at the heart of our innovation legacy and it is in our DNA. Our entire institution is honoured to have achieved Gold-level certification and we are thankful for Excellence Canada’s ongoing efforts to recognize organizations that are dedicated to excellence, innovation and wellness.

”

« L’université de Waterloo tient à toujours viser plus haut et à accomplir plus. Ces objectifs sont au cœur de notre héritage d’innovation et dans notre ADN. Tout notre établissement est honoré d’avoir obtenu la certification du niveau Or et nous remercions Excellence Canada des efforts constants qu’elle déploie pour reconnaître les organisations vouées à l’excellence, l’innovation et le mieux-être. »

The campus community participates in Thrive week, a series of events focused on building positive mental health for University of Waterloo students, faculty, and staff.

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SPOTLIGHT: CANADA ORDER OF EXCELLENCE RECIPIENT

Our journey to make the WSIB the safest and healthiest place to work

BY ME NTA L HEA LT H & W EL L NESS T EA M

Mental Health Speaker Series 2018 featuring Orlando Da Silva

When an injury or illness happens on the job, the Workplace Safety and Insurance Board (WSIB) moves quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. The WSIB is one of the largest insurance organizations in North America, covering more than five million people and 300,000 workplaces across Ontario. It employs about 4,500 people located in Toronto and 13 regional offices across the province.

The WSIB’s journey with Excellence Canada began in 2005 when the WSIB set out on a mission to improve its culture of workplace health and wellness. Our Healthy Workplace Centre (the “Centre”), which is part of Human Resources, became the WSIB’s champion for this change. The Centre had historically designed and delivered health and safety, prevention, and wellness programs for WSIB employees. At this time, we realized there was a growing opportunity to more deeply commit to improving employees’ health, providing a safe work environment, and creating a supportive and resilient workplace culture.

Our path towards making the WSIB the safest and healthiest place to work has been an evolution. The WSIB has worked for more than 14 years under the guidance of Excellence Canada’s certification requirements to continually improve our health, safety and wellness policies and programs.

Throughout this journey, our employees have been the catalysts for change.

Our employees have participated in a range of activities, from first aid training to yoga classes and they act as advocates each and every day for practices that contribute to positive mental health in our workplace.

We consult with employees regularly and get their candid feedback about our mental

health and wellness programs and what’s working and where we need to improve.

Excellence Canada’s evaluation reports have also outlined areas of strength for the WSIB and have helped us understand where we can continue to evolve. We have responded to the feedback by building stronger and more effective policies, programs and resources over the years.

Another key spark for change in our organization came in 2013, when the National Standard of Canada for Psychological Health and Safety in the Workplace was launched.

This presented an opportunity for the WSIB to redouble our commitment to identifying opportunities to further integrate health and wellness into everything we do. We continued to build upon our health and wellness infrastructure, and that same year we received the Progressive Excellence Program Level 4 certification for Healthy Workplaces in acknowledgement of our efforts.

Recognizing the importance of the new psychological health and safety standards, we introduced a variety of innovative initiatives, such as a concerted focus on Healthy Workplace Month. We increased staff learning sessions from our Employee and Family Assistance Program, and we introduced new courses on supporting mental health in the workplace. We also empowered our amazing network of employee Wellness Ambassadors to plan special events in our district offices to promote health and wellness.

Our commitment to creating and sustaining a healthy workplace did not end there.

In 2015, we developed a new mental health strategy. It was the first time we had put such a concerted focus on mental health. Guided by this strategy, we have worked to destigmatize mental health through specialized supports for staff, including peer programs

EXCELLENCE MADE POSSIBLE. | 59

and psychological health benefits, and our popular Mental Health Matters speaker series. In 2017, our efforts were recognized with the Silver Level Mental Health at Work Certification. A key factor for our progress and ongoing success is the support we receive from our leadership team, up to and including the Chair of our Board.

The WSIB’s comprehensive mental health policy prioritizes our commitment to fostering a healthy workplace and building a culture of well-being. Our policy serves as the foundation for programs and processes that are focused on promoting good mental health and on reducing the incidence and prevalence of mental disorders. Our policy also supports the reduction of the extent and severity of associated disabilities, the development of services for people with mental illness and the reduction of overall stigma.

Today, we continue to refine our programs using the National Standard’s 13 workplace factors as our guide. Some examples of this include new workshops available for all of our employees on respect and civility in the workplace and a renewed employee recognition program. Our goal is a workplace where all employees have the opportunity to thrive, and where people with mental illness can work, recover and remain productive members of our WSIB community.

We are incredibly proud of our achievements, but know that our work is not complete. We are intensely focused on continuing to grow, learn, and develop our mental and physical health and wellness initiatives at the WSIB for our people, by our people. Our future will see us continue to drive forward to reduce stigma, increase awareness, enhance knowledge, and create opportunities for our employees to be their best selves at work.

Thomas Teahen President and CEO/Président et chef de la direction Workplace Safety and Insurance Board/ Commission de la sécurité professionnelle et de l’assurance contre les accidents du travail

“WSIB is committed to making

Ontario workplaces healthier and safer, and we recognize it with our own. We are continually improving our health and safety policies, programs, training and resources. We work together each and every day to create a workplace environment where employees feel their health and safety is valued and supported.

”

« La CSPAAT veut que les lieux de travail de l’Ontario soient plus sains et plus sécuritaires, et nous savons que ça commence par nous-mêmes.

Nous améliorons constamment nos politiques, programmes, formations et ressources en santé et sécurité.

Nous travaillons ensemble tous les jours pour créer un environnement de travail où les employés se sentent valorisés et soutenus. »

Workplace Safety and Insurance Board The Workplace Safety and Insurance Board is one of the largest insurance organizations in North America. It covers more than five million people in more than 300,000 workplaces across Ontario. Funded by businesses, the WSIB also provides no-fault collective liability insurance and access to industry-specific health and safety information. The WSIB employs about 4,500 people located in Toronto and 13 regional offices across the province.

The WSIB’s journey with Excellence Canada began in 2005 when the organization set out on a mission to improve the culture of workplace health and wellness.

The high value the WSIB places on a healthy workplace is emphasized throughout the employee life cycle via their robust wellness offerings and programs. The WSIB continues to build health, safety, and wellness into everything they do and exemplify best practices in their efforts to promote a healthy workplace.

Commission de la sécurité professionnelle et de l’assurance contre les accidents du travail La Commission de la sécurité professionnelle et de l’assurance contre les accidents du travail est l’une des plus grandes organisations d’assurance en Amérique du Nord. Elle couvre plus de cinq millions de personnes dans 300 000 lieux de travail partout en Ontario.

Financée par les entreprises, la CSPAAT offre aussi une assurance collective sans égard à la responsabilité et l’accès à de l’information en santé et sécurité propre à des secteurs d’activité particuliers. La CSPAAT emploie près de 4 500 personnes situées à Toronto et dans 13 bureaux régionaux dans la province.

Le cheminement de la CSPAAT avec Excellence Canada a commencé en 2005 quand elle s’est donnée pour mission d’améliorer la culture de santé et de mieuxêtre dans le lieu de travail. Les solides services et programmes de mieux-être qu’offre la CSPAAT témoignent de la grande valeur qu’elle accorde à un milieu de travail sain tout au long du cycle de vie d’un employé.

La CSPAAT continue d’inclure la santé, la sécurité et le mieux-être dans tout ce qu’elle fait et exemplifie les meilleures pratiques dans ses initiatives pour promouvoir un lieu de travail sain.

Mental Health Speaker Series 2019 featuring Dr. Bill Howatt.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 60

Workplace Safety and Insurance Board The Workplace Safety and Insurance Board is one of the largest insurance organizations in North America. It covers more than five million people in more than 300,000 workplaces across Ontario. Funded by businesses, the WSIB also provides no-fault collective liability insurance and access to industry-specific health and safety information. The WSIB employs about 4,500 people located in Toronto and 13 regional offices across the province.

The WSIB’s journey with Excellence Canada began in 2005 when it set out on a mission to improve the culture of workplace health and wellness. The release of the National Standard for Psychological Health and Safety in the Workplace was a catalyst for change. The WSIB is proud to have created and launched a comprehensive strategy and a policy that focuses on preventing mental injury and promoting holistic wellbeing to all employees.

Commission de la sécurité professionnelle et de l’assurance contre les accidents du travail La Commission de la sécurité professionnelle et de l’assurance contre les accidents du travail est l’une des plus grandes organisations d’assurance en Amérique du Nord. Elle couvre plus de cinq millions de personnes dans 300 000 lieux de travail partout en Ontario.

Financée par les entreprises, la CSPAAT offre aussi une assurance collective sans égard à la responsabilité et l’accès à de l’information en santé et sécurité propre à des secteurs d’activité particuliers. La CSPAAT emploie près de 4 500 personnes situées à Toronto et dans 13 bureaux régionaux dans la province.

Le cheminement de la CSPAAT avec Excellence Canada a commencé en 2005 quand elle s’est donnée pour mission d’améliorer la culture de santé et de mieux-être dans le lieu de travail. La publication de la Norme nationale sur la santé et la sécurité psychologiques en mieux de travail a été un catalyseur de changement. La CSPAAT est fière d’avoir créé et lancé une stratégie complète et une politique axée sur la prévention des dommages psychologiques et la promotion d’un bien-être global pour tous les employés.

WSIB’s Mental Health and Wellness Team (From left to right: Zabina Meru, John Denham, Francis Carbonu Kwawu, Alexis Johns, Donna Holmes, Jeff Farwell, Andrew Thompson, Susanna Zagar, Alison Williams, Kyla Turner)

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Thomas Teahen President and CEO/Président et chef de la direction Workplace Safety and Insurance Board/ Commission de la sécurité professionnelle et de l’assurance contre les accidents du travail

“We put a deliberate and strategic

focus on mental health in the workplace. Our employees bring our commitment to life every day by participating in our numerous health and wellness programs and events, by being daily advocates for practices that contribute to positive mental health, and by providing candid feedback.

”

« Nous sommes délibérément et stratégiquement axés sur la santé mentale au travail. Chaque jour nos employés donnent vie à nos engagements en participant à nos nombreux programmes et événements de santé et de mieuxêtre, en défendant quotidiennement les pratiques qui contribuent à une santé mentale positive, en exprimant franchement leur opinion. »

Paul Andre President and CEO/Président et chef de la direction Workplace Safety North

“The quality of the environment

we work in defines our individual and collective experience of work – and this environment does not happen by chance – it is designed with purpose, underpinned by our values, and is a shared responsibility of every team member.

”

« La qualité de l’environnement dans lequel nous travaillons définit notre expérience de travail individuelle et collective - et cet environnement n’est pas le fruit du hasard - il est conçu dans un but précis, repose sur nos valeurs et il est la responsabilité de chaque membre de l’équipe. »

Workplace Safety North Workplace Safety North (WSN) is a not-forprofit health and safety organization helping build safer, healthier, stronger workplaces across Ontario. WSN has amazing staff located in over 20 communities across the province, facilitating organizational improvement through health and safety auditing, consulting and education.

WSN is built on over 300 years of combined health and safety expertise of their founding mining, forestry and pulp and paper health and safety associations.

Bringing three organizations together in 2010 was not easy, but today they can see how their Excellence Canada journey has shaped their current culture and made WSN a truly great place to work.

Vision - Every worker, home safe and healthy.

Mission - We are a force for positive action - anticipating and responding to the greatest needs of our clients, and bringing together our partners, members, and diverse communities to build safer, healthier, stronger workplaces.

Values - Compassion, integrity, respect, and team spirit shape who we are and how we work.

Workplace Safety North Workplace Safety North (WSN) est un organisme de santé et de sécurité sans but lucratif qui aide à rendre les milieux de travail plus sécuritaires, plus sains et plus solides partout en Ontario. WSN a une équipe formidable dont les membres sont situés dans plus d’une vingtaine de communautés partout dans la province qui facilite l’amélioration organisationnelle en procédant à des vérifications de santé et de sécurité et en offrant des services de consultation et de formation.

WSN repose sur 300 ans d’expérience combinée en santé et sécurité tirée des associations de santé et de sécurité dans le domaine des mines, des forêts et des pâtes et papiers. En 2010, il n’a pas été facile de regrouper trois organisations mais maintenant elles peuvent constater comment leur cheminement aux côtés d’Excellence Canada a donné forme à leur culture actuelle et a fait de WSN un organisme où il fait vraiment bon travailler.

Vision – Nous voulons que chaque travailleur rentre chez lui en santé et en sécurité.

Mission – Nous sommes un vecteur d’action positive – nous anticipons les plus grands besoins de nos clients et nous y répondons; pour ce faire nous rassemblons nos partenaires, nos membres et les diverses communautés afin de créer des milieux de travail plus sécuritaires, plus sains et plus solides.

Valeurs – Ce sont notre compassion, notre intégrité, notre respect, et notre esprit d’équipe qui nous définissent et influencent notre façon de travailler.

Literally working together, because we’re all in the same boat, after all!

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York Region Public Health York Region is one of Canada’s fastest growing municipalities with approximately 1.2 million residents. York Region Public Health (YRPH) is comprised of 450+ staff across four divisions: Child and Family Health, Healthy Living, Health Protection, and Infectious Diseases Control. They support and promote health and wellness across the lifespan, reducing the burden of illness of residents.

After independently achieving Silver Level Accreditation against Excellence Canada’s Excellence, Innovation and Wellness® Standard, the divisions committed to working together for Gold Level certification. A Steering Committee conducted gap assessments and began the comprehensive work of coordinating sub-groups, strategizing communications planning, implementing, monitoring and evaluating numerous tactics and activities. YRPH is the first Ontario public health unit to receive Gold certification. They ensure staff engagement and measurable improvements towards achieving and maintaining excellence, innovation and wellness throughout the delivery of mandated public health work.

York Region Public Health La région de York est l’une des municipalités qui connaît l’expansion la plus rapide avec près d’un million 200 000 résidents. York Region Public Health (YRPH) compte plus de 450 effectifs répartis dans quatre divisions : Santé de l’enfance et de la famille, Modes de vie sains, Protection de la santé et Contrôle des maladies infectieuses. Elles soutiennent et encouragent des modes de vie sains et le mieux-être tout au long de la vie, réduisant ainsi le fardeau que représentent les maladies pour les résidents.

Après avoir obtenu séparément l’agrément du niveau Argent de la norme Excellence, innovation et mieux-être d’Excellence Canada, les divisions ont pris l’engagement de travailler ensemble pour obtenir la certification du niveau Or. Un comité directeur a évalué les lacunes et entamé le long travail de coordination des sous-groupes, élaborant des stratégies de planification, de mise en œuvre, de surveillance des communications et effectuant de nombreuses évaluations des tactiques et activités. YRPH est la première unité de santé publique de l’Ontario à se voir décerner la certification Or. Pour s’acquitter de son mandat qui est d’offrir des prestations de services de santé publique, l’unité s’assure de pouvoir compter sur l’engagement du personnel et sur des améliorations mesurables afin d’atteindre et de maintenir l’excellence, l’innovation et le mieux-être.

Planning a process improvement project with Child and Family Health.

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Dr. Karim Kurji Medical Officer of Health/ Médecin hygiéniste York Public Health Region

“This is an unprecedented

achievement and is the culmination of a journey that started years ago. Through hard work and a unified vision for excellence, each division separately achieved Silver accreditation. That work became the basis for a foundation of ongoing excellence – a foundation that led to our Branch coming together for today’s tremendous accomplishment.

”

« C’est un accomplissement sans précédent et l’aboutissement d’un parcours entamé il y a bien des années. Ne ménageant aucun effort et partageant une vision commune d’excellence, chacune de leur côté nos divisions ont obtenu un agrément au niveau Argent. Ces efforts ont posé les fondations sur lesquelles repose une excellence continue – ces fondations ont mené au regroupement de notre direction pour accomplir maintenant cette prouesse. »

Celebrating Excellence CPA Canada’s mission is to act in the public interest, support our 217,000 members, and contribute to the social and economic development of Canada and countries around the world.

We are proud to be a recipient of the Canada Awards for Excellence, and we congratulate our fellow recipients for their achievements.

VISIT

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I t ' s you r f uture

Be Happy and healthy At Excellence Canada we are using our evidence-based resources, tools and best practices to help make a positive impact in workplaces across Canada. Our Healthy Workplace ÂŽ Standard provides a roadmap to a happier and healthier workplace.

To learn more about how we can help you create or enhance a healthy workplace strategy visit us at

excellence.ca/healthyworkplaces or call 1-800-263-9648 ext 211 for a complimentary consultation.

North American Centre, 5700 Yonge Street, Suite 200, Toronto, ON M2M 4K2 | tf. 800.263.9648 | t. 416.251.7600 | www.excellence.ca

Excellence Canada gratefully acknowledges the support of the following sponsors of Canadian Excellence

THANK YOU " We co u l d n ' t h ave d o n e i t w i t h o u t yo u ! "

CHAMPIONS OF EXCELLENCE

ADVOCATE SPONSOR

NETWORKING BREAK SPONSOR

SUPPORTER SPONSORS

INDUSTRY SPONSOR

DURHAM REGION MEDIA SPONSORS