Preparing Our Preparing Our TQPsTQPs

“Qualities” business is “Qualities” business is searching desperate for searching desperate for

Ability to Ability to create create “self-“self-

motivation” motivation” in othersin others

““People who feel good about People who feel good about themselves, do good work”themselves, do good work”——Ken Blanchard Ken Blanchard

““One Minute Manager”One Minute Manager”

““People who People who do good work,do good work, feel good about themselves”feel good about themselves”——Ken Blanchard Ken Blanchard

““One Minute Manager” —Revised thinkingOne Minute Manager” —Revised thinking

The Quality The Quality ConnectionConnection

All work is done within a All work is done within a system, and all systems, large system, and all systems, large and small, are governed by and small, are governed by the rules of quality. the rules of quality.

Dr. Deming’s Dr. Deming’s LessonLesson

Quality Problems?Quality Problems?

85% are caused by the system85% are caused by the system

15% are caused by employees15% are caused by employees

Celebrate Celebrate Failures!Failures!

Improvement…Improvement…Innovation…Innovation…

Experiementation…Experiementation…Occassional failure…Occassional failure…

Closer to successCloser to success

Branson Branson quotequote

““Reward excellent failures. Reward excellent failures. Punish mediocre successes.”Punish mediocre successes.”——Sir Richard Branson, Founder Virgin Atlantic Sir Richard Branson, Founder Virgin Atlantic

AirwaysAirways

"Success is rarely final, and "Success is rarely final, and failure is seldom fatal."failure is seldom fatal."-Thomas J. Watson Sr., founder IBM-Thomas J. Watson Sr., founder IBM

"It's easier to get forgiveness "It's easier to get forgiveness than permission.“than permission.“

OPPORTUNITY OPPORTUNITY ISNOWHEREISNOWHERE

Incremental Incremental improvement improvement

vs. vs. BreakthroughBreakthrough

A Typical QuestionA Typical Question

““Do you think we might be able Do you think we might be able to notch up quality a bit this to notch up quality a bit this year? Is there any room for a year? Is there any room for a little productivity increase?”little productivity increase?”

““If you remember nothing else, If you remember nothing else,

remember this: Business remember this: Business efficiencies are essentially…efficiencies are essentially…infiniteinfinite.” .”

— —Jack Welch, CEO, GEJack Welch, CEO, GE

Harley adHarley ad

Create Create symbols of symbols of

urgencyurgency

““Take a car. Cut the roof off. Take a car. Cut the roof off.

I’ll drive it home tonight.”I’ll drive it home tonight.”

——Lee IacoccaLee Iacocca

““If things seem under control, If things seem under control, you’re just not goingyou’re just not going fast enough.” fast enough.”-Mario Andretti-Mario Andretti

Embrace Embrace PerfectionPerfection

99.9%99.9%

48,000 lost pieces of 48,000 lost pieces of mail each hour in the mail each hour in the

USAUSA

2 unsafe landings at 2 unsafe landings at Mumbai Airport each Mumbai Airport each

dayday

99.9%99.9%

22,000 checks 22,000 checks deducted from the deducted from the

wrong account each wrong account each hour in the USAhour in the USA

99.9%99.9%

Unsafe drinking Unsafe drinking water for 1 hour water for 1 hour

each montheach month

99.9%99.9%

1,100 incorrect 1,100 incorrect surgical operations surgical operations per week in Indiaper week in India

99.9%99.9%

140,000 falsified tax 140,000 falsified tax returns each year in returns each year in

the USAthe USA

99.9%99.9%

250 newborn babies 250 newborn babies dropped at birth by dropped at birth by doctors each day in doctors each day in

IndiaIndia

99.9%99.9%

500,000 wrong drug 500,000 wrong drug prescriptions each prescriptions each

year in Indiayear in India

99.9%99.9%

Your heart fails to Your heart fails to beat 32,000 times beat 32,000 times

each yeareach year

99.9%99.9%

"It is very dangerous to try to "It is very dangerous to try to leap a chasm in two bounds."leap a chasm in two bounds."-Chinese proverb-Chinese proverb

Integrate Quality Integrate Quality with… with…

Everything else!Everything else!

The Old ParadigmThe Old Paradigm““Quality is number one!” Quality is number one!”

“…“…no, wait, productivity is key!”no, wait, productivity is key!”

“…“…sorry, speed is the new sorry, speed is the new priority”priority”

“…“…stop! We have a new cost stop! We have a new cost reduction program!”reduction program!”

Q=PQ=P

Discard Discard “Customer “Customer

Satisfaction”Satisfaction”

““The Age of the Never Satisfied The Age of the Never Satisfied Customer”Customer”-Regis McKenna-Regis McKenna

But what about…But what about…

Customer Delight?Customer Delight?

Customer Surprise?Customer Surprise?

Customer Bewilderment?Customer Bewilderment?

Customer Enchantment?Customer Enchantment?

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