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The Aspects of Quality
Hosted by ASQ 1515 American Society for
Quality of Greater Palm Beach
September 28, 2010Palm Beach Florida
Hidden
The Psychology Behind the Processes
Solutions
Performance Through Culture
TheAgenda
Introduction & Ice Breaker
Part A: What is Quality and PsychologyPart B: The Challenge of Implementing Quality SystemsPart C: The Measurement of Success Part D: Hands On Experience
Q&A, Conclusions and Feedback
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YourselfIntroduce
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Before we begin……
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Film, Photos………
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Remember Polaroid?
Instant Photos!
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Remember the Walk-Man?
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Perfection?
Consistency?
Eliminating waste?
Fast delivery?
Compliance with policies and procedures?
Providing a good, usable product?
Doing it right the first time?
Free of defects?
Total customer service and satisfaction?
What is Quality?
Delighting or pleasing customers?
The Right Price?
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What Is Quality?
Quality is all about addressing effectively and accurately the … expectation gap!
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What is Psychology
Industrial-Organizational Psychology is the area of psychology that uses psychological research to enhance work performance, select employee, improve product design, and enhance usability.
Source: http://psychology.about.com/od/psychology101/f/psychfaq.htm
Psychology is both an applied and academic field that studies the human mind and behavior. Research in psychology seeks to understand and explain thought, emotion, and behavior. Applications of psychology include mental health treatment, performance enhancement, self-help, ergonomics, and many other areas affecting health and daily life.
Source: http://en.wikipedia.org/wiki/Psychology
To
the
Relevant
Value
Delive
Stakeholders
Ring
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hinking
Ver
sus
Behavior
T
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The Body of Knowledge of Quality Manager• Basics of Quality Principles
• Leadership• Organizational and HR Issues
• Strategic Planning• Customer and Market Focus
• Information and Analysis• Process Management Solutions
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Loyalty versusSatisfaction
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An increase in customer loyalty
7 to 10
times more to the cost of recruiting a new customer than to keep an existing one!
5%An increase in loyalty of just
95%Lifts lifetime profits per customer by as much as 95%.10
%2%
in some sectors, equivalent to a cost reduction of
Source: http://www.brandkeys.com/whoweare/
Loyalty versusSatisfaction
Virtual Absenteeism
Knowledge Migration
The Challenges of Implementing and
embedding quality as a culture
What is culture?
Organizational Culture
Define Develop Cultivate Sustain
Measure
Resistance
Motivation
Demographics
What is Success……or Failure?
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Measuring Success (or Failure)?
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Next ?
What’s
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The Natural Leader…
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Theories
Embracing
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questions?Any
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Feedback Survey
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Thank you!
Doron Zilbershtein
SolutionsPerformance Through Culture