StrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/941StrategyPlannerStrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/942QualityExpertiseActivityInteractwithotherparticipantstofindindividualswhofitthefollowingdescriptions.Askfortheirsignatures.Findsomeonewho...Signature❏HasreadabookbyDeming.____________❏Hascomethefarthestdistance____________tothisseminar.❏Hasattendedatleastoneconference____________onQuality.❏Hasexpertiseintraining.____________❏HasexperienceinISO9000.____________❏IsaMalcolmBaldrigeexaminer.____________❏KnowshowtousetheSevenPlanning____________andManagementToolsand/ortheSevenBasicTools.❏Knowwhatprocessre-engineeringis.____________❏HasreadaCrosbyorJuranbook.____________❏Hasconductedacustomersatisfaction____________survey.StrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/943Whatarethekeyissuesfacingyourorganizationtoday?StrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/944WhatarethekeyelementsofimplementingQuality?StrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/945AwarenessA01AttendqualityseminarsorconferencesA02ReadbooksandarticlesonsatisfyingcustomersA03ParaphrasewhatotherssaytoensureunderstandingA04ReadbooksandarticlesonchangemanagementA05SendkeyemployeestoqualityseminarsorconferencesA06ReadbooksandarticlesonqualityA07ReadbooksandarticlesonsystemsthinkingA08ReadbooksandarticlesonprocessimprovementA09ShareinformationhorizontallyaswellasverticallyA10Encourageotherstoexpresstheirviews,evencontraryonesA11DiscussqualityissuesinstatusmeetingsA12ReceiveideasfromalllevelsabouthowtoimplementqualityA13Visitsuccessfulqualitycompanies(i.e.,Baldrigewinners)A14AssesspersonalleadershipstrengthsandweaknessesusingobjectiveinstrumentsA15GatherfactsbeforemakingdecisionsWheredoyoufallontheABOSMContinuumStrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/946B01KeepemployeesuptodatewithinformationneededtomeetcustomerrequirementsB02RequirethatfunctionalgroupscooperatewithoneanothertoreachorganizationalgoalsB03EncourageemployeestoexperimentwithqualityprinciplesandtoolsintheirworkB04HaveemployeesparticipateinqualityimprovementteamsB05IdentifyexternalcustomerneedsandexpectationsB06IdentifyinternalcustomerneedsandexpectationsB07DiscussqualityissueswithemployeesB08ExperimentwithqualityprinciplesandtoolsinmyworkB09KnowhowcustomersdefinequalityB10IdentifythedifficultiesinimplementingaqualityinitiativeBuy-InB11Establishperformancemeasurestomonitorprogress(Yes/No)B12ProvideopportunityforemployeestoparticipateincustomerserviceimprovementeffortsB13EnsurethatemployeeshaveappropriatetoolsandtrainingtoprovidequalityproductsandservicesB14Askemployeestoassesstheeffectivenessoftheorganization’sleadersB15Knowwhomtoinvolve,andwhen,inimplementingaqualityinitiativeB16SolicitimprovementrecommendationsfromemployeesB17CommunicatethebenefitsofimplementingqualityB18Establishedthestrategytoimplementquality(Yes/No)StrategyPlannerStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.12/947O01PlacequalityprocessandqualityresultsontheagendaofmanagementmeetingsO02UseavarietyofrewardstomotivateemployeestodeliverqualitysrevicesO03Developavision,withthetopmanagementteam,thatfocusesonqualityO04Budgetresources(personnel,money,time)forqual...
