Rob Quail holds a Bachelor of Applied Science degree in Industrial Engineering from the University of Toronto. Rob is a widely respected author, facilitator and lecturer on Enterprise Risk Management. He has participated as a lecturer in the program since 2011.
Rob established the pioneering Enterprise Risk Management processes, tools and methodologies at Hydro One Networks Inc. that are today widely regarded as best-practice. The practices developed by Rob in collaboration with the management team at Hydro One became the subject of many studies and papers, including a major “leading practice” case study by Harvard Business School. While at Hydro One, Rob also held key leadership roles in the areas of technology transformation and outsourcing. Later, Rob was appointed Vice President of Customer Service at Hydro One in the wake of a difficult billing system implementation, and during this time he applied Enterprise Risk Management principles to lead dramatic improvements in all areas of customer service, including call centre operations, billing, electricity conservation, and collections. Today, Rob provides independent consulting services in enterprise risk management, business process and technology outsourcing, and customer care to clients in a variety of industry sectors.
Rob is a contributing author to both of the Wiley textbooks used in the program: Enterprise Risk Management: Today’s Leading Research and Best Practices for Tomorrow’s Executives,” and “Implementing Enterprise Risk Management.”