What does an organisation with a mature culture of quality look like? In this ppt presentation, Richard Green, Former Head of Technical Services at CQI, explains what a culture of quality looks like, the essential building blocks and how to achieve this.
More information can be found: http://quality.eqms.co.uk/blog/6-critical-building-blocks-of-a-quality-culture
Culture is an integral part of an organization and Quality is one of the key focus of current business environment.Thus creating a need of changing existing traditional culture in to a quality culture.
Culture is an integral part of an organization and Quality is one of the key focus of current business environment.Thus creating a need of changing existing traditional culture in to a quality culture.
Organization Quality Culture Development by STACSwapnil Karale
Since regulators are expecting to have a strong quality culture in any organisation, it becomes of paramount importance to discuss about sustainable quality culture development.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/total-quality-process-tqp-349
Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.
Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts.
NO. OF SLIDES = 83
LEARNING OBJECTIVES
1. Explain the Principles of Quality
2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
9. Understand a manager's role in quality improvement
Culture of quality workshop - Qualsys Training WorkshopQualsys Ltd
Establish and nurture a culture of quality within your organisation with this quality culture training.
More tools and resources at https://quality.eqms.co.uk/culture-of-quality-toolkit
The slides contain:
- How to sustain a culture of quality
- Culture of quality and continuous improvement
- Culture of quality vision statement
How to change Quality Culture in an organization.By.Dr.Mahboob ali khan Phd Healthcare consultant
Start the change process with people who have disproportionate influence in the organization. Look for ways to get people to experience the harsh realities that makechange necessary. Look for ways to redistribute resources toward “hot spots” – activities that require few resources but result in large change.
Why and how is leadership evolving to increasingly be more shared, distributed and networked, what might be the advantages for teams and organizations and what are potential approaches to build systems of shared leadership?
Global College Malta offers a set of specially designed short courses, which are designed to increase your effectiveness at work and enhance your CV. The short courses will be delivered by Dr Ashok Srivastava, an experienced senior lecturer and full-time member of staff of Global College Malta, who also lectured in Dubai, USA and other countries.
This training program / workshop helps first-level managers/ supervisors de¬velop and apply key supervisory skills at work. It is intended for a wide group of supervisors / first level managers. It covers key skills which supervisors need to improve their own work performance and enhance the productivity of staff working under them.
Length: 3h
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 100 different business excellence frameworks comprising key strategy, marketing, sales, finance, operations, innovation, IT, technology management, leadership, organization, change and HR models.
The latest updates and additions include frameworks such as SHRM Competency Model, ISO 31000:2018 Risk Management, EFQM (2019), ITIL 4, COBIT 2019, PMBOK 6, Data Management Maturity (DMM) Model, IT4IT Reference Architecture (V2.1), TBM Taxonomy (V3.0) and TOGAF Standard (V9.2) among others.
The frameworks are organized into seven categories:
1. Strategy & Organization
2. Finance & Governance
3. Marketing & Sales
4. Operations, Supply Chain Management & Procurement
5. Innovation & Technology Management
6. Leadership, Change & HR
7. IT Management
World Quality Day 2017 - Quality shapes People, organizations and Nations. Create an Excellent Organization for Sustained success using EFQM Business Excellence Model. Presentation by TCB Knowledge Factory
total quality management and team management Jagriti Rohit
TQM is a process design to focus on customer expectations, preventing problems, building commitment to quality in the workforce and promoting open decision making”
How to Introduce Operational Excellence in your Organisation?Tina Arora
This presentation will help you present to the management the need and benefits of introducing Operational Excellence as a department in your Organisation.
It can be modified to suit the advocacy in any industry - be it Financial services, BPO, LPO, KPO, Domestic call centres, Manufacturing, Consumer Goods, Retail, etc.
Organization Quality Culture Development by STACSwapnil Karale
Since regulators are expecting to have a strong quality culture in any organisation, it becomes of paramount importance to discuss about sustainable quality culture development.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/total-quality-process-tqp-349
Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.
Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts.
NO. OF SLIDES = 83
LEARNING OBJECTIVES
1. Explain the Principles of Quality
2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
9. Understand a manager's role in quality improvement
Culture of quality workshop - Qualsys Training WorkshopQualsys Ltd
Establish and nurture a culture of quality within your organisation with this quality culture training.
More tools and resources at https://quality.eqms.co.uk/culture-of-quality-toolkit
The slides contain:
- How to sustain a culture of quality
- Culture of quality and continuous improvement
- Culture of quality vision statement
How to change Quality Culture in an organization.By.Dr.Mahboob ali khan Phd Healthcare consultant
Start the change process with people who have disproportionate influence in the organization. Look for ways to get people to experience the harsh realities that makechange necessary. Look for ways to redistribute resources toward “hot spots” – activities that require few resources but result in large change.
Why and how is leadership evolving to increasingly be more shared, distributed and networked, what might be the advantages for teams and organizations and what are potential approaches to build systems of shared leadership?
Global College Malta offers a set of specially designed short courses, which are designed to increase your effectiveness at work and enhance your CV. The short courses will be delivered by Dr Ashok Srivastava, an experienced senior lecturer and full-time member of staff of Global College Malta, who also lectured in Dubai, USA and other countries.
This training program / workshop helps first-level managers/ supervisors de¬velop and apply key supervisory skills at work. It is intended for a wide group of supervisors / first level managers. It covers key skills which supervisors need to improve their own work performance and enhance the productivity of staff working under them.
Length: 3h
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 100 different business excellence frameworks comprising key strategy, marketing, sales, finance, operations, innovation, IT, technology management, leadership, organization, change and HR models.
The latest updates and additions include frameworks such as SHRM Competency Model, ISO 31000:2018 Risk Management, EFQM (2019), ITIL 4, COBIT 2019, PMBOK 6, Data Management Maturity (DMM) Model, IT4IT Reference Architecture (V2.1), TBM Taxonomy (V3.0) and TOGAF Standard (V9.2) among others.
The frameworks are organized into seven categories:
1. Strategy & Organization
2. Finance & Governance
3. Marketing & Sales
4. Operations, Supply Chain Management & Procurement
5. Innovation & Technology Management
6. Leadership, Change & HR
7. IT Management
World Quality Day 2017 - Quality shapes People, organizations and Nations. Create an Excellent Organization for Sustained success using EFQM Business Excellence Model. Presentation by TCB Knowledge Factory
total quality management and team management Jagriti Rohit
TQM is a process design to focus on customer expectations, preventing problems, building commitment to quality in the workforce and promoting open decision making”
How to Introduce Operational Excellence in your Organisation?Tina Arora
This presentation will help you present to the management the need and benefits of introducing Operational Excellence as a department in your Organisation.
It can be modified to suit the advocacy in any industry - be it Financial services, BPO, LPO, KPO, Domestic call centres, Manufacturing, Consumer Goods, Retail, etc.
What Is Operational Excellence?
Operational excellence is a framework for businesses to focus on growth and execute their strategy better than their competitors .
Drawing from continuous improvement and other tools, companies pursuing operational excellence adopt a mindset of problem solving, teamwork, and top-line growth, allowing them to create more value for customers.
The drive to keep improving in order to have the capacity to pursue innovation and growth (also known as execution excellence) rests on four primary pillars --
Customer Satisfaction
Employee Engagement
Commercial Impact
Efficient Resource Usage
Approach Towards OPEX
Approach towards OPEX starts with building efficient processes that make it clear to all employees whether or not an organization’s systems are running smoothly and make it possible for team members to step in with improvements when necessary.
The systematic management of operations and the commitment to a positive culture that focuses on customers’ needs and empowered staff is key requirement to build OPEX culture
Note :- “Operational excellence enables an organization to do more with the same staff through better employee engagement and streamlined processes. It is not about cutting resources, but rather about figuring out together how we can better apply our resources”
Below mentioned key steps towards OPEX Approach :-
Design Lean Value Streams
Make Lean Value Streams Flow
Make the Flow Visual
Create Standard Work for the Flow
Make the Abnormal Flow Visual
Create Standard Work for the Abnormal Flow
Have Employees in the Flow Improve the Flow
Perform Offense Activities
Success Pyramid
Result
Create value
for Customer
Alignment toward common goal
Systematic Thinking
Constancy around Vision
Continuous Improvement
Flow and Pull value
Focus on Process
Seek Perfection
Cultural Enablers
Lead with Humanity & Respect Every Individuals
Benefits of Operational Excellence
Efficiency in processes and use of resources
Cost reduction or containment
Engaged, stable workforce
Cohesive management
Strong shareholder value
High-quality standards
Beneficial partnerships with suppliers
Operational excellence helps you succeed in good times and bad because of the way it impacts key characteristics and behaviors of your organization.
Agile: Operational excellence is oriented around ongoing adaptation, so it is flexible and dynamic. Markets change, customer tastes shift, innovators introduce new technology, and problems arise. When you apply the principles of operational excellence, you naturally have a self-correcting mechanism to ensure you meet customer needs and that your business continues to grow.
Strategic: When you practice operational excellence, your company leadership does not need to get involved in solving low-level problems and managing daily operations. Instead, senior executives are able to work on new products or markets and revenue opportunities. So, rather than fighting fires, leaders focus on
RBL Omnia combines five of RBL's exclusive, world-class product offerings: RBL Institute, Virtual Academies, OGS, Online Assessments, and a Research Repository to identify, measure, and monitor the highest impact human capability investments.
RBL Omnia combines five of RBL's exclusive, world-class product offerings: RBL Institute, Virtual Academies, OGS, Online Assessments, and a Research Repository to identify, measure, and monitor the highest impact human capability investments.
RBL Omnia combines five of RBL's exclusive, world-class product offerings: RBL Institute, Virtual Academies, OGS, Online Assessments, and a Research Repository to identify, measure, and monitor the highest impact human capability investments.
At Achieve Performance, We help you maximize the productivity of your human resources – the people who carry the real responsibility for your company’s reputation, relationships and performance.
We are aiming at increasing your efficiencies in processes and human resource utilization and help you build a more efficient high performing change capable workforce.
Similar to Embedding a culture of quality: ISO 9001:2015 Focus (20)
How Sirus, Building Services Management Company use EQMS by Qualsys. Here Pauline Sourdille explains all the different ways the team use EQMS for compliance and quality management.
https://qualsys.co.uk/case-studies/sirus/
https://quality.eqms.co.uk/blog/good-practice-in-the-pharmaceutical-industry
What is GxP? What is GxP important for the life science industry? How can you use software to comply with GxP
Good Practice in the Life Science industry
More https://quality.eqms.co.uk/blog/introduction-to-apqp
New to the advanced product quality planning framework?
Don't despair. In this article, Mike Bendall, Business Mentor at Qualsys, explains APQP, provides a checklist for each APQP phase, and there is a link to download his APQP training course for beginners.
Full GDPR toolkit: https://quality.eqms.co.uk/gdpr-general-data-protection-regulation-eu-toolkit
This free online training presentation provides you with information about how to comply with the General Data Protection Regulation, managing breaches, engaging employees, key requirements and more.
ISO 45001:2018 Health and Safety Management SoftwareQualsys Ltd
Health and safety survey findings - the key challenges
Transitioning from OHSAS 18001 to ISO 45001:2018
Implementing a health and safety management system
A look at 3 case study organisations
Technology recommendations for:
Capturing risk and incident data
Root cause analytics, Big Data, IoT and predictive scoring
A culture of wellbeing and safety
Integrating health and safety considerations into business change processes
Examples of how our software is used
Get your questions answered
https://quality.eqms.co.uk/health-and-safety-webinar
Lean six sigma explained: Beginners trainingQualsys Ltd
A free online introduction to Lean six sigma principles.
Includes lean six sigma tools, philosophy, disciplines, history overview of lean six sigma, applying DMAIC for complex decision making, using Qualsys EQMS software for Lean Six Sigma.
Best practice approach for PLM, Product Supply and SourcingQualsys Ltd
Buy-in presentation for PLM professionals who want an electronic management system. Download this presentation and use it for your own business case if you need better control over the products you supply, product sourcing and a more agile approach to product life cycle management. EQMS software can help capture data throughout the product lifecycle.
ISO 22301 leadership buy in presentationQualsys Ltd
ISO 22301 Leadership buy-in presentation. Demonstrate your leadership skills with this ISO 22301 business continuity management system leadership buy-in presentation. This explains why business continuity is essential, why follow ISO 22301 and the resources required to get your business continuity management system established.
How to Drive Engagement with Enterprise Compliance SoftwareQualsys Ltd
Rob Gibson is an experienced IT Systems Manager who has developed his career at facilities management and food service company Sodexo. Over the past four years, Rob has been instrumental in rolling out EQMS - an electronic quality and compliance management system. Sodexo use EQMS to manage document control, audits, incident logging and training records for many of their heavily-regulated sites. Rob has introduced and managed a number of initiatives to raise awareness of the system and engage its users. Rob and his team are now on an exciting journey to roll out EQMS worldwide. As Sodexo is one of the largest employers in the world, this is not without its challenges! In this presentation, Rob shares his journey, tips and advice for rolling out a global quality and compliance management software solution.
Preparing for GDPR: General Data Protection Regulation - Stakeholder Presenta...Qualsys Ltd
Preparing for the new General Data Protection Regulation? Here is a presentation to help you to engage your employees with their new information security requirements. In this ppt presentation, you will find out: why GDPR, steps to manage compliance, important information security facts and some of the key articles.
7 Step Guide To Successfully Managing a Change Project & Winning Stakeholders...Qualsys Ltd
70% of change management projects fail! 46% of senior managers agree that communication is the biggest issue.
From initial reluctance for people to do things differently, not understanding WHY a change is being implemented, denial of requirement for change, overcoming objections is unique to each project and each organisation, language barriers in global organisations and managing change roll-out across multiple sites.
Follow this 7 Step Guide to win stakeholders hearts and minds.
Watch the presentation: http://quality.eqms.co.uk/asset-equipment-management
In this slideshare:
1. An Introduction to Equipment Management: Why Business Equipment is Critical to your Business and The 7 Key Problems with Managing Business Equipment.
2. The Asset Register : Record Keeping – Compliance and a Basis for Effective Management, What and Where.
3. Maintenance and Calibration: Keeping Track of Safety: Staff – Customers – Partners – the Public.
4. The High Cost of Failure: Regulatory Non-Compliance and Human and Financial Costs.
5. Best Practice: Safe Operation, Smart Equipment and the Internet of Everything
Use this Slideshare for a best practice approach towards:
- asset register,
- preventive maintenance schedule management,
- maintenance repair and operations,
- maintenance program for equipment,
- heavy equipment maintenance,
- programmed maintenance,
- medical equipment management, industrial equipment maintenance, equipment safety, and facility maintenance management strategies are discussed detail.
More information: www.eqms.co.uk .
This survey takes the temperature of the Quality Industry 2016, identifying trends and listening to your opinions on the most pressing issues facing Quality. Never before have Quality professionals encountered such pressure in balancing and prioritising various organisational demands such as:
Hitting KPIs despite a lack of resource and tighter deadlines.
Identifying new opportunities for process improvement.
Complying to evolving Standards and regulations.
Aggregating data from a multitude of data sources.
As technology evolves alongside developing regulatory requirements, so does the role of the Quality professional. It’s time to ask, how do you compare with others in your industry?
Good Document Control Practices and Procedures: ISO 9001:2015Qualsys Ltd
Read More: quality.eqms.co.uk/eqms-governance-risk-compliance-software-datasheets
Once upon a time, records lived in lever arch-files, filing cabinets and in cardboard boxes. All key documents and records were strictly guarded under lock-and-key by those who knew the rules, and applied them assiduously.
Nowadays, records exist all over the business, well beyond the reach of the traditional warden. With everything digital, records are stored on desktops or mobile devices, on clouds or on servers, on intranets or on social media.
But what impact has this decentralisation of records had on organisations?
In this fast paced, mobile world, documentation is created at break-neck pace.
Not only has the internet, remote working and globalisation completely changed the way documents are created, it has transformed how records are exchanged, viewed, interrogated and collaborated upon.
Despite the issues with lost company records, only a third of organisations feel their document control procedures are integrated enterprise-wide, according to an AIIM Industry Report.
Two in three organisations feel they have failed to integrate document control procedures across the organisation, or have little or no document control policy at all.
Not only do these companies risk litigation costs, loosing customer confidence, bad publicity and loosing confidential customer information, they are failing to exploit important knowledge resources.
EQMS Document Manager helps you to keep control of records. EQMS enables you to:
control access and usage of documented information, as well as the distribution and retrieval of documents.
Follow a systematic approach: e.g. follow the Plan > Do > Check > Act cycle.
Retain records: have documents to prove that you have done what you said you would do.
This supports organisations to meet the requirements of ISO 9001:2015 and other management standards.
Senior Project and Engineering Leader Jim Smith.pdfJim Smith
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
408-784-7371
Foodservice Consulting + Design
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
The case study discusses the potential of drone delivery and the challenges that need to be addressed before it becomes widespread.
Key takeaways:
Drone delivery is in its early stages: Amazon's trial in the UK demonstrates the potential for faster deliveries, but it's still limited by regulations and technology.
Regulations are a major hurdle: Safety concerns around drone collisions with airplanes and people have led to restrictions on flight height and location.
Other challenges exist: Who will use drone delivery the most? Is it cost-effective compared to traditional delivery trucks?
Discussion questions:
Managerial challenges: Integrating drones requires planning for new infrastructure, training staff, and navigating regulations. There are also marketing and recruitment considerations specific to this technology.
External forces vary by country: Regulations, consumer acceptance, and infrastructure all differ between countries.
Demographics matter: Younger generations might be more receptive to drone delivery, while older populations might have concerns.
Stakeholders for Amazon: Customers, regulators, aviation authorities, and competitors are all stakeholders. Regulators likely hold the greatest influence as they determine the feasibility of drone delivery.
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
2. THE BUILDING BLOCKS OF A CULTURE OF
QUALITY
What does an organisation with a mature culture of quality look like?
It is an organisation built for quality
Leaders are quality advocates
Employees are empowered
It is customer-centric operation
Collaborative working is the norm
Continual Improvement is taken as a given.
3. THE BUILDING BLOCKS OF A CULTURE OF
QUALITY
Each of these six characteristics will be evident to some degree or other in
our own organisations
Few organisations will have developed their culture of quality to its full
potential however
If we want to increase our own performance in these areas what practical
steps can we take?
4. AN ORGANISATION BUILT FOR QUALITY
Recommended actions:
Align the business strategy and the quality strategy
Implement a process approach
Implement a performance management system
Develop a quality plan which translates quality policy into practical
deliverables, revise through time
Forums are created at various levels in the organisation to discuss quality
improvement opportunities.
Everyone has a channel open to suggest quality improvements
5. LEADERS WHO ARE QUALITY ADVOCATES
Recommended actions:
Ensure leaders update employees and stakeholders on quality progress
and future plans. Do not delegate if possible.
Ensure leaders act as role models, if it’s obvious leaders are only providing
lip service to quality why should employees bother with it?
Ensure leaders dedicate resource to quality improvement, people,
equipment and money.
Recognise and promote individuals who are bought into quality
improvement
Monitor quality performance and act on results.
6. EMPLOYEES WHO ARE EMPOWERED
Recommended actions:
Communicate the ‘golden thread’
Ensure employees receive the necessary training and support to enable
them to carry out their quality improvement responsibilities
Assign quality related authorities in employee job descriptions
Give employees ‘space’ to explore quality improvements (3M)
Reward innovative thinking
See failure as an opportunity to learn, not to blame
Ensure every employee has a ‘quality voice’.
7. CUSTOMER CENTRIC OPERATION
Recommended actions:
Continually assess internal and external customer needs
Monitor, assess, report and improve on customer satisfaction for all
products and service
Refine and improve customer satisfaction measures
Involve both internal and external customers in quality improvement
activities
Use customer data to define new product and service offerings
Incorporate customer feedback into the performance appraisal process
Benchmark your customer service performance against your peers.
8. COLLABORATIVE WORKING IS THE NORM
Recommended actions:
Create cross departmental improvement teams based on the best
individuals for the job, not who happens to be available
Ensure quality lessons learned are communicated extensively
Ensure someone / some group retains a helicopter view of the various
quality initiatives underway – idea sharing, resource programming
9. CONTINUAL IMPROVEMENT IS TAKEN AS A
GIVEN
Recommended actions:
Seek small improvements everyday, don’t just focus on
breakthrough improvement
Think about introducing a recognised improvement methodology -
Lean, Six Sigma, Systems Thinking, P-D-C-A.
Use your performance data to identify improvement opportunities
Use your performance data to drive better decision
Quantify and communicate the benefits arising from
improvements.
10. SUMMARY
Changing an organisations culture of quality will take time.
Incremental advancement is likely to yield better long term results than
attempting to force radical change through quickly
Leadership have a critical role to play not just in terms of making this
happen but also in terms of setting the right example
Sometimes sticks will be required as well as carrots
The benefits of realising a culture of quality are enormous.
11. FURTHER HELP & SUPPORT
Qualsys Limited
Aizlewoods Mill,
Nursery Street,
Sheffield,
S3 8GG
emily.hill@qualsys.co.uk
+44 (0)114 282 3338
enquiries@kingsfordconsultancyservices.co.uk
+44 (0)1225 400 435