Description

This one-day module is designed to provide you with a careful selection of contemporary quality management skills and knowledge.  The course uses a variety of training methods to thoroughly engage you and maximize knowledge retention. Careful attention is paid to enhancing the transferability of the training to the workplace.

You will be asked to engage in a variety of exercises, role plays, mini-case studies and video analyses as the day of training progresses.. The training day is designed to be theoretically substantive while concurrently being enjoyable, and even fun!

OBJECTIVES: To provide training to supervisors and individuals that will enhance their knowledge and skills in the following broad areas:

1. To provide Quality Management: concepts to associates and supervisors as a reference book for implementation of Quality Management Practices.
2. To provide essential basic tools and techniques for servicing internal and external customers superbly, keeping using the 5 Pillars of Quality (Client Focus, Total Involvement, Measurement, Systematic Support and Continuous Improvement) to produce optimal organizational results.
3. To provide a resource material to reinforce the philosophy and practice of Quality Management as “the way we do business.
4.  To provide a common understanding of Quality Management language for communicating future Quality initiatives.

Outline

Morning – Introduction to Quality Management Concepts and Cost of Quality

1. Introduction and Learning Objectives with Icebreaker
2. The 5 Pillars for Serving Clients Superbly (Client Focus, Total Involvement, Measurement, Systematic Support and Continues Improvement). 
3. The Seven Step  Quality Blueprint Processes for problem identification
4. The 1-10-100 Rule in Quality
5. The Cost of Quality
6. The “ Right Things Right” four box grid
7. Customer/Supplier Alignment Chain
8. Quality P.R.I.D.E. Model
9. The Voice of The Customer Model
10. Introduction of Quality Tools and Techniques

Afternoon - Quality Tools and Techniques Use for Problem Solving using the
“FADE PROCESS” of Focus, Analyze, Develop and Execute for diagnosing the cause of a problem, analysis, development and execution of a long term fix of the problem.

• FOCUS with a specific written statement of the problem
• ANALYZE with Baseline data gathering and a list of Influence factors
• DEVELOP with best solution for the problem and an implementation plan.
• EXECUTE with organizational support, an execution plan and measurement of impact of the solution over time.
• Detailed analysis of the gathering and understanding of the “Voice of the Customer”.
• Video Application: This day will use excerpts from Voice of the Customer video case study to allow participants to apply concepts learned in during Day 1. (This technique has been shown to significantly aid knowledge retention)  
• Conclusion and evaluation of the training

 

Your Instructor:



In this seminar you will have the opportunity to learn from Master Instructor Dr. Gary Rosentreter. Gary has extensive experience in organizational development, human resources and in the quality arena, having been responsible for several quality systems and process improvement implementations. Gary also spent several years serving as the Executive Director of The Connecticut Quality Council.
Gary loves to teach and that is evident in the classroom. You will enjoy his approach as have the many students who have benefited from one of his sessions.
His primary interest is in helping individuals use intervention tools that focus on process improvement and the human side of change management to enhance their business results.
Gary has a doctorate degree in Education, with a focus on adult education. He has more than 27 years experience in the area of Organizational Development and Training. He has been responsible for the design and implementation of training and consulting programs to improve operations, enhance employee performance, increase retention, and reduce operating costs.

 

Date: 4/8/10	Fee: Members $259 Non Members $359
Hours: 9:00am-4:30	Registration: Sign me up!

Class Contact Hours: 6