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Quality Lessons from Star Trek Next Generation
Gene Rogers
Six Sigma Black Belt Quality Engineer Malcolm Baldrige Examiner
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Nothing speaks to the future quite like Star Trek!
Quality Lessons from Star Trek Next Generation
How a Star Trek fiend, The BORG, can give us inspiration
• Warp-drive
• Anti-matter
• Flip Phones
• Wide Screen displays
• Computers
• Automatic doors
• eBooks
• iPad
• Com-Badge
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Who are “The Borg”?
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• Recognition of distinctive characteristics
• Rapidly adapt to any situation
• Threat recognition
• Constantly in pursuit of perfection
• Collective consciousness – the Group Mind
Quality Lessons from Star Trek Next Generation
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Quality Lessons from Star Trek Next Generation
How do organizations create a “collective consciousness”?
Vision Statement
Corporate Mission
Expressed Values
Quarter/Annual Goals
Performance Plans & reviews
Lack Daily Visibility
Not Real-time/Near time
Little, if any, Direct Feedback
Not Immediately Actionable
No group Accountability
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Creating a Collective Consciousness Quality Lessons from Star Trek Next Generation
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What to do
Creating a Collective Consciousness Quality Lessons from Star Trek Next Generation
What success looks like Where to go How to get there
How long it will take
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Quality Lessons from Star Trek Next Generation Creating a Collective Consciousness
Visual Management
Traditional: increase the efficiency and effectiveness of a process
by making the steps in that process more visible
Suggestion: increase the efficiency and effectiveness of a
process by making the outputs of that process more visible
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• Transparency
• Understanding
• Action
• Public Accountability
• C-Suite Participation
Making it Work in a Service Business
Quality Lessons from Star Trek Next Generation Creating a Collective Consciousness
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Service Output Measurements
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Service Output Measurements
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• Rapidly adapt to any situation
• Threat recognition
• Recognition of distinctive characteristics
• Constantly in pursuit of perfection
Live long and prosper. Beam me up!
Competitive Advantage
More to learn from the Borg
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Questions