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The Aspects of Quality Hosted by ASQ 1515 American Society for Quality of Greater Palm Beach September 28, 2010 Palm Beach Florida Hidden The Psychology Behind the Processes

Psychology of Quality

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Presentation by Doron Zilbershtein, Miami Florida

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Page 1: Psychology of Quality

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

Page 2: Psychology of Quality

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

Page 3: Psychology of Quality

YourselfIntroduce

Page 4: Psychology of Quality

Before we begin……

Page 5: Psychology of Quality

Film, Photos………

Page 6: Psychology of Quality

Remember Polaroid?

Instant Photos!

Page 7: Psychology of Quality

Remember the Walk-Man?

Page 8: Psychology of Quality
Page 9: Psychology of Quality

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?

Page 10: Psychology of Quality

What Is Quality?

Quality is all about addressing effectively and accurately the … expectation gap!

Page 11: Psychology of Quality

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

Page 12: Psychology of Quality

To

the

Relevant

Value

Delive

Stakeholders

Ring

Page 13: Psychology of Quality

hinking

Ver

sus

Behavior

T

Page 14: Psychology of Quality

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

Page 15: Psychology of Quality

Loyalty versusSatisfaction

Page 16: Psychology of Quality

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/

Page 17: Psychology of Quality

Loyalty versusSatisfaction

Virtual Absenteeism

Knowledge Migration

Page 18: Psychology of Quality

The Challenges of Implementing and

embedding quality as a culture

What is culture?

Page 19: Psychology of Quality

Organizational Culture

Define Develop Cultivate Sustain

Measure

Page 20: Psychology of Quality

Resistance

Motivation

Demographics

Page 21: Psychology of Quality

What is Success……or Failure?

Page 22: Psychology of Quality

Measuring Success (or Failure)?

Page 23: Psychology of Quality

Next ?

What’s

Page 24: Psychology of Quality

The Natural Leader…

Page 25: Psychology of Quality

Theories

Embracing

Page 26: Psychology of Quality

questions?Any

Page 27: Psychology of Quality

Feedback Survey

Page 28: Psychology of Quality

Thank you!

Doron Zilbershtein