The  Aspects of Quality Hosted by  ASQ 1515 American Society for Quality of Greater Palm Beach  September 28, 2010 Palm Be...
Th e Ag e nda Introduction & Ice Breaker   Part A: What is Quality and Psychology Part B: The Challenge of Implementing Qu...
Y o urself Intr o duce  Solutions Performance Through Culture
Before we begin…… Solutions Performance Through Culture
Film, Photos……… Solutions Performance Through Culture
Remember Polaroid? Instant Photos!   Solutions Performance Through Culture
Remember the Walk-Man?  Solutions Performance Through Culture
Solutions Performance Through Culture
Perfection? Consistency? Eliminating waste? Fast delivery? Compliance with policies and procedures? Providing a good, usab...
What Is Quality?  Quality  is all about addressing effectively and accurately the …  expectation gap ! Solutions Performan...
What is  Psychology Industrial-Organizational Psychology  is the area of psychology that uses psychological research to en...
To the   R elevant V alue Delive S take holders   R ing Solutions Performance Through Culture
<ul><ul><li>h i nk i ng  </li></ul></ul><ul><ul><li>Versus  </li></ul></ul><ul><ul><li>Behav i or   </li></ul></ul><ul><ul...
<ul><li>The Body of Knowledge of Quality Manager </li></ul><ul><ul><li>Basics of Quality Principles </li></ul></ul><ul><ul...
Loyalty versus Satisfaction  Solutions Performance Through Culture
An increase in customer loyalty  7 to 10   times more to the cost of recruiting a new customer than to keep an existing on...
Loyalty versus Satisfaction  Virtual Absenteeism   Knowledge Migration
The Challenges of Implementing and embedding  quality as a culture What is  culture ?
Organizational Culture  Define   Develop   Cultivate   Sustain   Measure
Resistance Motivation   Demographics
What is  Success… … or  Failure ? Solutions Performance Through Culture
Measuring  Success  (or  Failure )? Solutions Performance Through Culture
Next  ?   What’s Solutions Performance Through Culture
The Natural Leader…  Solutions Performance Through Culture
Theor i es Embrac i ng  Solutions Performance Through Culture
questio n s? A n y Solutions Performance Through Culture
Feedback Survey Solutions Performance Through Culture
<ul><li>Thank you!  </li></ul>D o r o n Z i lbershte i n Solutions Performance Through Culture
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Psychology of Quality - Updated version

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Presentation by Doron Zilbershtein, Miami Florida - Updated version

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Transcript of "Psychology of Quality - Updated version "

  1. 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 Solutions Performance Through Culture
  2. 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 Solutions Performance Through Culture
  3. 3. Y o urself Intr o duce Solutions Performance Through Culture
  4. 4. Before we begin…… Solutions Performance Through Culture
  5. 5. Film, Photos……… Solutions Performance Through Culture
  6. 6. Remember Polaroid? Instant Photos! Solutions Performance Through Culture
  7. 7. Remember the Walk-Man? Solutions Performance Through Culture
  8. 8. Solutions Performance Through Culture
  9. 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? Solutions Performance Through Culture
  10. 10. What Is Quality? Quality is all about addressing effectively and accurately the … expectation gap ! Solutions Performance Through Culture
  11. 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. 12. To the R elevant V alue Delive S take holders R ing Solutions Performance Through Culture
  13. 13. <ul><ul><li>h i nk i ng </li></ul></ul><ul><ul><li>Versus </li></ul></ul><ul><ul><li>Behav i or </li></ul></ul><ul><ul><li>T </li></ul></ul>Solutions Performance Through Culture
  14. 14. <ul><li>The Body of Knowledge of Quality Manager </li></ul><ul><ul><li>Basics of Quality Principles </li></ul></ul><ul><ul><li>Leadership </li></ul></ul><ul><ul><li>Organizational and HR Issues </li></ul></ul><ul><ul><li>Strategic Planning </li></ul></ul><ul><ul><li>Customer and Market Focus </li></ul></ul><ul><ul><li>Information and Analysis </li></ul></ul><ul><ul><li>Process Management </li></ul></ul>Solutions Performance Through Culture
  15. 15. Loyalty versus Satisfaction Solutions Performance Through Culture
  16. 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. 17. Loyalty versus Satisfaction Virtual Absenteeism Knowledge Migration
  18. 18. The Challenges of Implementing and embedding quality as a culture What is culture ?
  19. 19. Organizational Culture Define Develop Cultivate Sustain Measure
  20. 20. Resistance Motivation Demographics
  21. 21. What is Success… … or Failure ? Solutions Performance Through Culture
  22. 22. Measuring Success (or Failure )? Solutions Performance Through Culture
  23. 23. Next ? What’s Solutions Performance Through Culture
  24. 24. The Natural Leader… Solutions Performance Through Culture
  25. 25. Theor i es Embrac i ng Solutions Performance Through Culture
  26. 26. questio n s? A n y Solutions Performance Through Culture
  27. 27. Feedback Survey Solutions Performance Through Culture
  28. 28. <ul><li>Thank you! </li></ul>D o r o n Z i lbershte i n Solutions Performance Through Culture
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