presentation psychology of quality - section 1510
DESCRIPTION
Doron Zilbershtein can be reached via e-mail at [email protected]TRANSCRIPT
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The Aspects of Quality
Hosted by ASQ American Society
for Quality Section 1510 Miami December 7, 2010Miami, Flrodia
Hidden
The Psychology Behind the Processes
Solutions
Performance Through Culture
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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
Solutions
Performance Through Culture
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YourselfIntroduce
Solutions
Performance Through Culture
Z
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Before we begin……
Solutions
Performance Through Culture
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Film, Photos………
Solutions
Performance Through Culture
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Remember Polaroid?
Instant Photos!
SolutionsPerformance Through Culture
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Remember the Walk-Man?
SolutionsPerformance Through Culture
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SolutionsPerformance Through Culture
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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?
SolutionsPerformance Through Culture
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What Is Quality?
Quality is all about addressing effectively and accurately the … expectation gap!
SolutionsPerformance Through Culture
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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
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To th
e
Relevant
Value
Delive
Stakeholders
Ring
SolutionsPerformance Through Culture
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hinking
Ver
sus
Behavior
T
SolutionsPerformance Through Culture
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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
Performance Through Culture
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Loyalty versusSatisfaction
SolutionsPerformance Through Culture
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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/
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Loyalty versusSatisfaction
Virtual Absenteeism
Knowledge Migration
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The Challenges of Implementing and
embedding quality as a culture
What is culture?
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Organizational Culture
Define Develop Cultivate Sustain
Measure
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ResistanceM
otivation
Demographics
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What is Success……or Failure?
SolutionsPerformance Through Culture
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Measuring Success (or Failure)?
SolutionsPerformance Through Culture
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Next ?
What’s
SolutionsPerformance Through Culture
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The Natural Leader…
SolutionsPerformance Through Culture
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Theories
Embracing
SolutionsPerformance Through Culture
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questions?Any
SolutionsPerformance Through Culture
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Feedback Survey
SolutionsPerformance Through Culture
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Thank you!
Doron Zilbershtein Solutions
Performance Through Culture