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Module10:NEXTSTEPSANDCLOSINGINSTRUCTOROVERVIEWObjectivesAftercompletingthismodule,participantswillbeableto:Reviewexpectationstodetermineiftheywereachieved.SummarizewhatQualityis.AgendaSectionStrategyEstimatedTimeI.IntroductionDiscussion5II.SummaryDiscussion2530MaterialsListHardwareOverheadscreenOverheadprojectorSuppliesOverheadsNS-01-NS-02FlipchartmarkersOtherShippingformsSeminarevaluations©1992ARTHURANDERSEN&CO,SCAllRightsReservedModule10:NextStepsandClosing12/94Page1111q:\aaic\mfg\qms\training\simulate\11-next.pptSTRATEGYPLANNERSTRATEGYPLANNERSTRATEGYPLANNERWhatdidyoulearnduringtheWhatdidyoulearnduringtheWhatdidyoulearnduringtheseminarthatwillhelpaddressseminarthatwillhelpaddressseminarthatwillhelpaddresskeyissuesinyourcompany?keyissuesinyourcompany?keyissuesinyourcompany?NS-01I.Introduction(5minutes)PresentoverheadNS-01.State:Tosummarizewhatyouhavelearnedduringthelasttwodays,pleasewritetheanswertothisquestioninyourStrategyPlanner.Allowthreeminutes.Askeachparticipanttotellwhattheyhavelearned.Goaroundtheroomuntileachparticipantresponded.©1992ARTHURANDERSEN&CO,SCAllRightsReservedModule10:NextStepsandClosing12/94Page2222q:\aaic\mfg\qms\training\simulate\11-next.pptNextStepsNextStepsNextStepsNS-02I.Introduction(cont.)PresentoverheadNS-02.State:Wewillnowreturntotheexpectationsyoulistedontheflipchartatthebeginningofourtrainingtoevaluateiftheywereachieved.Presentoverheadwithparticipantexpectations.Movethroughtheflipchartofexpectationsandbrieflydiscusswhethertheparticipantsfeelthiswasachievedornotandwhy.Movequicklythroughthem.PresentoverheadNS-01.State:ThissimulationwasmeanttoprovideanopportunitytolookatQualityfromaclientperspective.HopefullyitwillhelpyoubetterunderstandyourclientsandprepareyoutoimplementQualityconcepts.TheideabehindQMSisrelativelysimple.Puttingitintopractice,though,requiresustothinkinadifferentwayaboutourjobs,aboutwhoweserve,andaboutwhatwewanttoaccomplish.QualityManagementmeansthatourjobsaredefinedintermsofclientservice,andactivitiesthatdon’tadd©1992ARTHURANDERSEN&CO,SCAllRightsReservedModule10:NextStepsandClosing12/94Page3I.Introduction(cont.)valuetotheservicesarereducedandeliminated.Anditmeansourprogressismeasuredregularlysothatcustomersexpectationsaremetandexceededcontinuously.Ask:Whatquestionsdoyouhave?©1992ARTHURANDERSEN&CO,SCAllRightsReservedModule10:NextStepsandClosing12/94Page4II.SummaryDistributeshippingforms.State:Becausewehavegivenyounumerousparticipantmaterials,pleasefilloutshippingformssothatyourmaterialscanbesenttoyou.Discussthefollowingquestion:HowwillyouapplyQualityinaclientorganization?Recordresponsesonflipchart.Elicitaresponsefromeachparticipant.ClosebythankingparticipantsforcomingandwishthemluckintheirworkwithQuality.Distributeseminarevaluations.Instructparticipantstocompletetheevaluations.©1992ARTHURANDERSEN&CO,SCAllRightsReservedModule10:NextStepsandClosing12/94Page5

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