Presentation by Doron Zilbershtein, Miami Florida

1. The Aspects of Quality Hosted by ASQ 1515 American Society for Quality of Greater Palm Beach September 28, 2010 Palm Beach Florida Hidden The Psychology Behind the Processes

2. Th e Ag e nda Introduction & Ice Breaker Part A: What is Quality and Psychology Part B: The Challenge of Implementing Quality Systems Part C: The Measurement of Success Part D: Hands On Experience Q&A, Conclusions and Feedback

3. Y o urself Intr o duce

4. Before we begin……

5. Film, Photos………

6. Remember Polaroid? Instant Photos!

7. Remember the Walk-Man?

9. Perfection? Consistency? Eliminating waste? Fast delivery? Compliance with policies and procedures? Providing a good, usable product? Doing it right the first time? Free of defects? Total customer service and satisfaction? What is Quality? Delighting or pleasing customers? The Right Price?

10. What Is Quality? Quality is all about addressing effectively and accurately the … expectation gap !

11. What is Psychology Industrial-Organizational Psychology is the area of psychology that uses psychological research to enhance work performance, select employee, improve product design, and enhance usability. Source: http://psychology.about.com/od/psychology101/f/psychfaq.htm Psychology is both an applied and academic field that studies the human mind and behavior. Research in psychology seeks to understand and explain thought, emotion, and behavior. Applications of psychology include mental health treatment, performance enhancement, self-help, ergonomics, and many other areas affecting health and daily life. Source: http://en.wikipedia.org/wiki/Psychology

12. To the R elevant V alue Delive S take holders R ing

15. Loyalty versus Satisfaction

16. An increase in customer loyalty 7 to 10 times more to the cost of recruiting a new customer than to keep an existing one! 5% An increase in loyalty of just 95% Lifts lifetime profits per customer by as much as 95%. 10% 2% in some sectors, equivalent to a cost reduction of Source: http:// www.brandkeys.com/whoweare /

17. Loyalty versus Satisfaction Virtual Absenteeism Knowledge Migration

18. The Challenges of Implementing and embedding quality as a culture What is culture ?

19. Organizational Culture Define Develop Cultivate Sustain Measure

20. Resistance Motivation Demographics

21. What is Success… … or Failure ?

22. Measuring Success (or Failure )?

23. Next ? What’s

24. The Natural Leader…

25. Theor i es Embrac i ng

26. questio n s? A n y

27. Feedback Survey