1. John Cover presented on empowerment pathways and quality culture change at the AATB Quality Assurance Workshop. 2. He discussed how empowering employees and focusing on customer needs can help drive quality culture change. This involves treating internal customers well, gathering feedback, and removing barriers between departments. 3. Cover provided examples of how organizations can create empowerment pathways through tools like internal communication policies, online libraries and workspaces, and processes to gather input and manage change.

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. “ I know of no more encouraging fact than the unquestionable ability of man to elevate his life by a conscious endeavor.” Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover Henry David Thoreau

3. What is Quality? Quality indicates the cumulative characteristics of a good or service that speaks directly to the voice of the customer. 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. Quality should further reflect the empowerment of all stakeholders to constantly improve the environment that supports the production of those goods and services. Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

4. Quality Culture Change Empowerment as a key element of any Quality Culture How to begin the work of Quality Culture Change: From Deming's 14 Points 2 : Adopt a new philosophy. Create constancy of purpose. Break down barriers between departments. Remove barriers that rob workers…of their right to pride of workmanship. Institute a vigorous program of education and self improvement. Put everyone in the company to work to accomplish the transformation. Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

5. Adopt A New Philosophy Example: Treat your employees as if they were your customers. From the Juran Trilogy 5 : Quality Planning: Determine who the customers are. Determine the needs of the customers. Develop product features that respond to customer’s needs. Develop processes that are able to produce those product features. Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

6. Internal Customers Who are your Internal Customers? What is important to your Internal customers? How can you meet the needs of your internal customers? Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

7. Voice of the Customer (VOC) The Voice of the Customer (VOC) describes the spoken and unspoken true needs of the recipient of one’s goods or services. The customer can be both internal and external, and its voice cannot be overlooked . Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

8. Empowerment Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover The ability to change your own world.

9. “ 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”. Stephen Covey Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

10. Empowerment Pathways: Examples Communication Pathways: Intranet Communication Policy & Procedure Online Library Intranet Workspaces for Collaborative Teams Having a Voice: Feedback Systems: Customer Satisfaction Index-Internal Customers Change Management Remove Barriers: Processed Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

11. Communication & Tools Communication Pathway Example Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

12. Online Intranet Site: Communication & Tools Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

13. Online: Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

14. Online: Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

15. Online: Policy & Procedure Library Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

16. Online: QA Information Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

17. Online Workspaces: Quality Circles Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

18. Online Workspaces: Quality Circles Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

19. “ There is no index of character so sure as the voice”. Benjamin Disraeli Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

20. Having A Voice Feedback System Example Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

21. 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 : Having a Voice: American Customer Satisfaction Index (ACSI) Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

22. Having a Voice: American Customer Satisfaction Index (ACSI) Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

23. Having A Voice Input-In-Change Example Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

24. Having A Voice: Change Management Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

25. Having A Voice: Change Management Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

26. Removing Barriers Organizing Customer Requirements with Supplier Outputs Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

27. “ 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 Adding Tools and Removing Barriers Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover Dr. Deming

28. Removing Barriers Between Departments Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover Processed based procedures. Departmental specific procedures to process specific. Now each employee knows what comes before (Suppliers) and after (Customers) his/her work. Each Employee now feels more connected to others. Each employee now knows why his/her job is important and relevant.

29. Remove Barriers: Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

30. Remove Barriers: Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

31. Remove Barriers: Process Based Procedures Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

32. Remember: Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover Quality Culture change is inevitable if… You empower others through: training, communication pathways, better tools, and mentorship. Focus on improving systems, processes, and performance as a result of heeding the Voice Of the Customer. Always keep your internal customers as happy as your external customers.

33. How Can You Make a Difference? “ The aim of leadership should be to help people, machines and gadgets do a better job.” 1 “ 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 “ Show people how to prevent problems, not just fix them. Educate, train, and support those who do the work.” 4 Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

34. Thank you! Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover

35. References Gabor, Andrea. The Man Who Discovered Quality . New York, NY. The Penguin Group, 1990. Deming, W. Edwards. Out of The Crisis . Cambridge, MA. MIT, 1986. Crosby, Philip. Quality is Free , New York, NY. McGraw Hill, 1979. Shelton, Ken. In Search of Quality, Provo, UT. Executive Excellence Publishing, 1995. Juran, Joseph. Juran on Leadership For Quality, New York, NY. The Free Press, 1989. Walton, Mary. The Deming Management Method , New York, NY. Perigee Books, 1986. ASCI: www.theasci.org . ©2006 American Customer Satisfaction Index. All Rights Reserved Materials included courtesy of Science Care ® . Empowerment Pathways And Quality Culture Change AATB Quality Assurance Workshop IX John Cover