John Cover, CQA (ASQ), CTBS Director, Quality Assurance Science Care American Association of Tissue Banks  Quality Assuran...
<ul><li>“ I know of no more encouraging fact than the unquestionable ability of man to elevate his life by a conscious end...
What is Quality? <ul><li>Quality indicates the cumulative characteristics of a good or service that speaks directly to the...
Quality Culture Change <ul><li>Empowerment as a key element of any Quality Culture  </li></ul><ul><li>How to begin the wor...
Adopt A New Philosophy <ul><li>Example: Treat your employees as if they were your customers. </li></ul><ul><li>From the Ju...
Internal Customers <ul><li>Who are your  Internal  Customers? </li></ul><ul><li>What is important to your  Internal  custo...
Voice of the Customer (VOC) <ul><li>The Voice of the Customer (VOC) describes the spoken and unspoken true needs of the re...
<ul><li>Empowerment </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cove...
<ul><li>“ An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to pers...
Empowerment Pathways:  Examples <ul><li>Communication Pathways: </li></ul><ul><ul><ul><li>Intranet Communication </li></ul...
Communication & Tools <ul><li>Communication Pathway Example </li></ul>Empowerment Pathways And Quality Culture Change AATB...
Online Intranet Site:  Communication & Tools Empowerment Pathways And Quality Culture Change AATB Quality Assurance Worksh...
Online:  Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX Joh...
Online:  Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX Joh...
Online:  Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX Joh...
Online:  QA Information Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
Online Workspaces:  Quality Circles   Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX J...
Online Workspaces:  Quality Circles Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX Joh...
<ul><li>“ There is no index of character so sure as the voice”.  </li></ul><ul><li>Benjamin Disraeli </li></ul>Empowerment...
Having A Voice <ul><li>Feedback System Example </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assu...
<ul><li>ACSI-  allows a organization to evaluate the overall satisfaction levels their customer base over time .  Satisfac...
Having a Voice:  American   Customer Satisfaction Index (ACSI) Empowerment Pathways And Quality Culture Change AATB Qualit...
Having A Voice <ul><li>Input-In-Change Example </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assu...
Having A Voice:  Change Management Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John...
Having A Voice:  Change Management Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John...
Removing Barriers <ul><li>Organizing Customer Requirements with Supplier Outputs  </li></ul>Empowerment Pathways And Quali...
<ul><li>“ Everyone here has a customer. And if he doesn’t know who it is and what constitutes the needs of the customer, a...
Removing Barriers Between Departments Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX J...
Remove Barriers:  Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop...
Remove Barriers:  Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop...
Remove Barriers:  Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop...
Remember: Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover <ul><ul><li>Qualit...
How Can You Make a Difference? <ul><li>“ The aim of leadership should be to help people, machines and gadgets do a better ...
<ul><li>Thank you! </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
References <ul><li>Gabor, Andrea.  The Man Who Discovered Quality . New York, NY. The Penguin Group, 1990. </li></ul><ul><...
Upcoming SlideShare
Loading in …5
×

Empowerment Pathways and Quality Culture Change

1,722 views
1,620 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,722
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • [ Note to trainer : For detailed help in customizing this template, see the very last slide. Also, look for additional lesson text in the notes pane of some slides.]
  • Empowerment Pathways and Quality Culture Change

    1. 1. John Cover, CQA (ASQ), CTBS Director, Quality Assurance Science Care American Association of Tissue Banks Quality Assurance Workshop IX November 15 th , 2007 Empowerment Pathways And Quality Culture Change
    2. 2. <ul><li>“ I know of no more encouraging fact than the unquestionable ability of man to elevate his life by a conscious endeavor.” </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover Henry David Thoreau
    3. 3. What is Quality? <ul><li>Quality indicates the cumulative characteristics of a good or service that speaks directly to the voice of the customer. </li></ul><ul><li>Quality should also reflect the cumulative characteristics of the environment that supports the production of goods and services that directly speaks to the voice of the customer. </li></ul><ul><li>Quality should further reflect the empowerment of all stakeholders to constantly improve the environment that supports the production of those goods and services. </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    4. 4. Quality Culture Change <ul><li>Empowerment as a key element of any Quality Culture </li></ul><ul><li>How to begin the work of Quality Culture Change: </li></ul><ul><li>From Deming's 14 Points 2 : </li></ul><ul><li>Adopt a new philosophy. </li></ul><ul><li>Create constancy of purpose. </li></ul><ul><li>Break down barriers between departments. </li></ul><ul><li>Remove barriers that rob workers…of their right to pride of workmanship. </li></ul><ul><li>Institute a vigorous program of education and self improvement. </li></ul><ul><li>Put everyone in the company to work to accomplish the transformation. </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    5. 5. Adopt A New Philosophy <ul><li>Example: Treat your employees as if they were your customers. </li></ul><ul><li>From the Juran Trilogy 5 : </li></ul><ul><li>Quality Planning: </li></ul><ul><ul><li>Determine who the customers are. </li></ul></ul><ul><ul><li>Determine the needs of the customers. </li></ul></ul><ul><ul><li>Develop product features that respond to customer’s needs. </li></ul></ul><ul><ul><li>Develop processes that are able to produce those product features. </li></ul></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    6. 6. Internal Customers <ul><li>Who are your Internal Customers? </li></ul><ul><li>What is important to your Internal customers? </li></ul><ul><li>How can you meet the needs of your internal customers? </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    7. 7. Voice of the Customer (VOC) <ul><li>The Voice of the Customer (VOC) describes the spoken and unspoken true needs of the recipient of one’s goods or services. </li></ul><ul><li>The customer can be both internal and external, and its voice cannot be overlooked . </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    8. 8. <ul><li>Empowerment </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover The ability to change your own world.
    9. 9. <ul><li>“ An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success”. </li></ul><ul><li>Stephen Covey </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    10. 10. Empowerment Pathways: Examples <ul><li>Communication Pathways: </li></ul><ul><ul><ul><li>Intranet Communication </li></ul></ul></ul><ul><ul><ul><li>Policy & Procedure Online Library </li></ul></ul></ul><ul><ul><ul><li>Intranet Workspaces for Collaborative Teams </li></ul></ul></ul><ul><li>Having a Voice: </li></ul><ul><ul><ul><li>Feedback Systems: Customer Satisfaction Index-Internal Customers </li></ul></ul></ul><ul><ul><ul><li>Change Management </li></ul></ul></ul><ul><li>Remove Barriers: </li></ul><ul><ul><ul><li>Processed Based Procedures </li></ul></ul></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    11. 11. Communication & Tools <ul><li>Communication Pathway Example </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    12. 12. Online Intranet Site: Communication & Tools Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    13. 13. Online: Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    14. 14. Online: Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    15. 15. Online: Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    16. 16. Online: QA Information Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    17. 17. Online Workspaces: Quality Circles Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    18. 18. Online Workspaces: Quality Circles Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    19. 19. <ul><li>“ There is no index of character so sure as the voice”. </li></ul><ul><li>Benjamin Disraeli </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    20. 20. Having A Voice <ul><li>Feedback System Example </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    21. 21. <ul><li>ACSI- allows a organization to evaluate the overall satisfaction levels their customer base over time . Satisfaction is measured by evaluating the following distinct components 7 : </li></ul>Having a Voice: American Customer Satisfaction Index (ACSI) Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    22. 22. Having a Voice: American Customer Satisfaction Index (ACSI) Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    23. 23. Having A Voice <ul><li>Input-In-Change Example </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    24. 24. Having A Voice: Change Management Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    25. 25. Having A Voice: Change Management Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    26. 26. Removing Barriers <ul><li>Organizing Customer Requirements with Supplier Outputs </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    27. 27. <ul><li>“ Everyone here has a customer. And if he doesn’t know who it is and what constitutes the needs of the customer, and work in the cycle of adjustment to customers’ needs and what he can produce, then he does not understand his job.” 6 </li></ul>Adding Tools and Removing Barriers Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover Dr. Deming
    28. 28. Removing Barriers Between Departments Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover <ul><li>Processed based procedures. </li></ul><ul><li>Departmental specific procedures to process specific. </li></ul><ul><li>Now each employee knows what comes before (Suppliers) and after (Customers) his/her work. </li></ul><ul><li>Each Employee now feels more connected to others. </li></ul><ul><li>Each employee now knows why his/her job is important and relevant. </li></ul>
    29. 29. Remove Barriers: Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    30. 30. Remove Barriers: Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    31. 31. Remove Barriers: Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    32. 32. Remember: Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover <ul><ul><li>Quality Culture change is inevitable if… </li></ul></ul><ul><ul><li>You empower others through: training, communication pathways, better tools, and mentorship. </li></ul></ul><ul><ul><li>Focus on improving systems, processes, and performance as a result of heeding the Voice Of the Customer. </li></ul></ul><ul><ul><li>Always keep your internal customers as happy as your external customers. </li></ul></ul>
    33. 33. How Can You Make a Difference? <ul><li>“ The aim of leadership should be to help people, machines and gadgets do a better job.” 1 </li></ul><ul><li>“ To help in a positive manner, you must be genuinely interested in people and results. You can’t fake this one even if you try because true help is truly unselfish.” 3 </li></ul><ul><li>“ Show people how to prevent problems, not just fix them. Educate, train, and support those who do the work.” 4 </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    34. 34. <ul><li>Thank you! </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover
    35. 35. References <ul><li>Gabor, Andrea. The Man Who Discovered Quality . New York, NY. The Penguin Group, 1990. </li></ul><ul><li>Deming, W. Edwards. Out of The Crisis . Cambridge, MA. MIT, 1986. </li></ul><ul><li>Crosby, Philip. Quality is Free , New York, NY. McGraw Hill, 1979. </li></ul><ul><li>Shelton, Ken. In Search of Quality, Provo, UT. Executive Excellence Publishing, 1995. </li></ul><ul><li>Juran, Joseph. Juran on Leadership For Quality, New York, NY. The Free Press, 1989. </li></ul><ul><li>Walton, Mary. The Deming Management Method , New York, NY. Perigee Books, 1986. </li></ul><ul><li>ASCI: www.theasci.org . ©2006 American Customer Satisfaction Index. All Rights Reserved </li></ul><ul><li>Materials included courtesy of Science Care ® . </li></ul>Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

    ×