The document discusses achieving excellence in quality management. It covers establishing a high-performance quality culture through clear expectations, measures, job models and assignments. It also discusses overcoming performance barriers and using a performance management system to provide coaching, feedback and track job behaviors. The document outlines processes for resolving quality issues, including identifying and containing issues, assessing risks, finding root causes, implementing solutions and evaluating outcomes.

4. Basics of Quality Management A Systems Model Management Responsibility Resource Management Product/Service Realization Measurement, Analysis & Improvement Understanding Requirements Input [needs/ requirements] Product/Service Output [meeting needs/ requirements] Satisfaction Improvement Cycle Customers & Stakeholders

6. Quality Management Excellence Process Integrity Service Integrity Productivity Improvement Resource Management Designing processes to help the enterprise Delivering what the customer wants Working as efficiently as possible Managing resources to expectations

7. People Process Systems Performance Excellence Successful Quality Management

8. Environmental Deficiencies - Expectations - Consequences - Feedback - Task Interference Skills/Knowledge Deficiencies - What to do - Why to do it - How to do it - When to do it Individual Deficiencies - Physical - Mental - Emotional Causes of Performance Problems ~ 1% ~ 14% ~ 85%

13. Signals trigger the appropriate behavior for the job or task. Job -Task accountabilities are clearly assigned . Employees have the necessary job-task skills, knowledge, and abilities. Job -Tas k Design is logical and correct for this situation. It is free from obstacles, and necessary resources are readily available. Consequences to the employee and organization support the desired job-task behavior and correct/modify undesired behavior. Coaching and Feedback guide job task behavior; performance trends are identified, tracked and action taken. Performance System Elements

17. Resolving Quality Issues Quality Execution Identify Situation Contain the Situation

19. Resolving Quality Issues Quality Execution Identify Situation Contain the Situation Assess Risk and Prevent Recurrence Address the Situation

21. Resolving Quality Issues Quality Execution Identify Situation Contain the Situation Assess Risk and Prevent Recurrence Find Root Cause Address the Situation

23. Resolving Quality Issues Quality Execution Identify Situation Contain the Situation Implement a Course of Action Assess Risk and Prevent Recurrence Evaluate the Solution Find Root Cause Address the Situation

25. Resolving Quality Issues Quality Execution Identify Situation Contain the Situation Implement a Course of Action Assess Risk and Prevent Recurrence Evaluate the Solution Find Root Cause Closeout and Evaluation Address the Situation ACHIEVING EXCELLENCE

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