Quality Management Breaking Through Breaking Through The 4 Barriers To Quality The 4 Barriers To Quality BUILDING BUSINESS INFRASTRUCTURES FOR THE 21 ST CENTURY

Quality Defined Quality contributes and/or increases the well-being of others by meeting and/or exceeding our Agreement of Quality. Quality is achieved by a Conscious Consistency of agreement involving commitment and a guarantee of truth. This truth earns trust which provides trustworthiness, that promotes continuance and growth of people, process and our product/service. Quality contributes to and/or increases the well-being of others, including family, organizations and society.

The 4 Barriers to Quality 1. Fear of expression and/or actions 2. Lack of communication (verbal/written) 3. Lack of written procedure 4. Lack of training Ninety eight percent (98%) of the problems encountered by an organization in building business infrastructure fall into the following 4 Barriers To Quality©

Is this you? You cant TRAIN until you have written PROCEDURE that has been written by the person doing the job. You cant have written procedure without open and honest COMMUNICATION. You cant have open and honest communication until you remove the FEAR of expression and/or action. If the 4 Barriers are faced by using the Base Values© concept, quality can be achieved.

Base Values © Base Values © : The foundation of principles and rules that determines conduct and habit, with in turn affect all employees common welfare. The company must hold and be held accountable for these Base Values. The underlying structure is built on the two rules; The underlying structure is built on the two rules; 1. Do what is morally and ethically correct. 2. Treat everyone as you want to be treated.

A Positive Note #1 The change in corporate culture must promote performance and stability without suggesting loss of identity. This is accomplished by the employees embracing the 4 barriers to quality through corporate leadership.

A Positive Note #2 Leadership must assume control and responsibility to move from an informal to a formal way of doing business. The point of departure or starting point must begin with a point of agreement, commitment and a system of change that can be Managed, Planned, Scheduled and Monitored MPSM©

Структура Denis School Корпоративный отдел - работает с компаниями, фирмами, организациями Методический отдел - отвечает за педагогические кадры - назначает преподавателей на проекты - отслеживает качество обучения - отслеживает качество обучения преподавателей Менеджер корпоративного отдела - ведет Вашу компанию на всем протяжении сотрудничества Координатор обучения - курирует Вашу компанию, - отвечает за организацию обучения Ваша Компания

THE OPPORTUNITY OF LEADERSHIP THE TEN DEGREES OF AWARENESS At one time or another, we have all taken an opportunity to lead, in our family, personal life and/or work life. 1. Opportunity leads to Leadership 2. Leadership leads to Education 3. Education leads to LifeLessons© 4. LifeLessons© leads to Experience 5. Experience leads to Knowledge 6. Knowledge leads to Understanding 7. Understanding leads to Wisdom 8. Wisdom leads to Perception 9. Perception leads to Awareness 10. Awareness leads to Opportunity Some just have more opportunities, the greater the awareness the more perception of opportunities.

Six Supports of Leadership Q U A L I T Y Of People and Process Remove the FEAR Open COMMUNICATION Written PROCEDURE Continuous TRAINING BASE VALUES AND TWO RULES L E A D E R S H I P

Процесс обучения Вступительное тестирование Подбор программы Получение обратной связи Посещение методиста Консультация преподавателя Начало обучения Промежуточный тест +отчет Финальный тест + отчет + финальный feedback Сертификат

LEADERSHIP THROUGH ORGANIZATION SUPPORT The QualityCulture© of the management is viewed as support for the organizations employees. To help them in their jobs and provide support, positive reinforcement and leadership to accomplish the organizations mandates. The upper management is to lead, set direction and support their reporting managers and employees. To help achieve the Quality Statement and Goals. The leadership should be asking What can we do to help?

Программы обучения Программы обучения Мы поможем подобрать нужную Вам программу или специально разработаем курс обучения для Вас: 1. Стандартные – это готовые программы общего, делового, разговорного английского без учета специфики направления деятельности компании. 2. Специальные - программы разрабатываются индивидуально по заказу клиента, учитывая конкретные потребности, сферу бизнеса и специальность (финансы, юриспруденция, IT, менеджмент, маркетинг и т.п.) 3. Целевые – эксклюзивные программы, разработанные индивидуально, по заказу клиента, учебно- методическим отделом Denis School. Занятие в компании «Каспийский трубопроводный консорциум». Группа Business English, уровень Intermediate.

SUMMARY In summary, to get your organization started toward quality, you have to review the existing structure and start moving the mentality of management more toward a supportive posture. The biggest thing you will see is the consistency of attitude starting to radiate, not only in the existing model, but in other divisions. I do need to add, as a closing note, that there are many organizations that are too large to have a quality program implemented corporate wide from day one. If that is the case with your company, pick a representative division or site for initial implementation. Use it to develop a model that can then be exported to the other divisions/sites.

EAST AND WEST

Quality in English? This presentation also applies to English language speaking managers and subordinates that work within the company. QUALITY OF PEOPLE AND PROCESS FOR THE COMPANY, COMMUNITY AND COUNTRY. Breaking Through the 4 Barriers to Quality Denis School Imagine the results, rewards and security!

Ожидания руководства от программы обучения Teambuilding (ключевые сотрудники) Мотивация сотрудников (лояльность по отношению к компании) Престиж компании (профессиональный и личностный рост) Система «аудита» (кого растить? кто не хочет?) Стоимость обучения Пример : 9000 грн – курс обучения(3,5месяца) 10-ти студентов 900 грн – курс обучения(3,5месяца) 1-гостудента 257 грн – курс обучения (1месяц) 1-го студента 218 грн – курс обучения (1месяц) 1-го студента(скидка 15%)

Качество управления QUALITY MANAGEMENT

Reviewing The 4 Barriers 1. Fear of expression and/or actions 1.Consistency 2.Leadership 3.Trust 4.Respect 5. Asking Questions Openly and Honestly 6. Getting Open and Honest Answers 7. Free flow of information 8. Feel a part of the job / organization 9. Self-worth, feeling good about myself 10. I belong, where input is of value Hidden Agendas, Double Standards, Insecurity with self and job, Mental and Physical Intimidation Solutions ? Letter of Commitment by the President/CEO, BaseValues© - The Two Rules, Quality Issues© (people, personality, process, procedure), All employees involved, the same path Results:

Reviewing The 4 Barriers 2. Lack of communication (verbal/written) No Communication Between Jobs, Departments and Divisions, or Between Management, Employees, Solutions ? Letter of Commitment by the President/CEO, The Two Rules, All employees involved, the same path,Not taking it personal, attacking the issues not the person and/or organization Results: 1. Consistency that promotes truth 2. Leadership, throughout the organization 3. Truth = Trust 4. Respect of oneself and co-workers 5. Secure with leadership and job 6. Free flow of information 7. Feel a part of the job / organization 8. Self-worth, feeling good about myself 9. I belong, where input is of value

Reviewing The 4 Barriers 3. Lack of written procedure Informal Organization, Poor Training For the Job, You Cant Improve Until You Define, No Accountability, No Ownership of Job / Responsibility? Solutions ? Move From Implied to Written Procedure, Procedures Written on How to do the Job, Employees gain skills to define Process, Steps and Procedures Results: 1.Define & Improve process, step, procedure and systems within the organization 1.Breaking down the Barriers / Depts. 2.Formalize the way you do business 3.Written by the employees that are doing the job – in their language 1.Promotes leadership at all levels

Reviewing The 4 Barriers 4. Lack of training No commitment from the President/CEO, No budget for training, Dont know on what to train, No Formal Training Program, Training Starts after a problem Solutions ? Commitment from the top management, Budget, dollars and time for training, Leadership must take the lead, Team Profile (All employees involved), Learn Through Doing (L.T.D.) Results: 1.Pro-active training 2.You know what its going to cost up 3.front 4.Organization-wide, base training 5.Training of new hires and cross-training 6.of employees 7.New leadership appearance 8.Committed training program 9.Team building / meeting skills 10.Problem-solving skills

Breaking Through The 4 Barriers To Quality CLIENT LIST Abbott Diagnostics Labs Hanson Equipment PBS Business Channel ABPTD Harbert Lumber Poma of America Allied Signal Hewlett Packard PPG - Industries Baker Commodities Hoffman - LaRoche S.C. Dept of Education Bell Telephone of Canada Hughes Aircraft S.I.I.A. Boeing Company IBM Corporation (Boulder CO) Seagate Technology Bridgestone / Firestone Kao Information Systems Stryker Coca-Cola U.S.A. Kelley Air Force Base The City of Grand Junction CO Colorado State University L.V. Chamber of Commerce The City of Greenville SC Delphi Automotive (GM) Lucent Technologies U.S. Steel Diners Club Malcolm X University U.S. Food and Drug Admin. Eastman Kodak Company Martin Sprocket U.S. Army Yuma Proving Ground Ems Direct NAPUS United Parcel Service Front Range Community College NTU University of Illinois Global Speak. Com Ohmeda Health Unified Technical Education Campus Governors State University Paccar - Kenworth Xerox Corporation NASA Dept. of Veterans Affairs

Breaking Through The 4 Barriers To Quality WE THANK YOU TAKE CARE HAVE A GREAT DAY!