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Preparing Our TQPs “Qualities” business is searching desperate for

Preparing Our TQPs “Qualities” business is searching desperate for . Ability to create “self-motivation” in others. Ken Blanchard Quote. “People who feel good about themselves, do good work” —Ken Blanchard “One Minute Manager”. Ken Blanchard Quote --revised.

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Preparing Our TQPs “Qualities” business is searching desperate for

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  1. Preparing Our TQPs“Qualities” business is searching desperate for

  2. Ability to create “self-motivation” in others

  3. Ken Blanchard Quote • “People who feel good about themselves, do good work” • —Ken Blanchard • “One Minute Manager”

  4. Ken Blanchard Quote --revised • “People who do good work, feel good about themselves” • —Ken Blanchard • “One Minute Manager” —Revised thinking

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

  6. Dr. Deming’s Lesson • Quality Problems? • 85% are caused by the system • 15% are caused by employees

  7. Celebrate Failures!

  8. Improvement…Innovation…Experiementation…Occassional failure…Closer to success

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

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

  11. Quote: Forgiveness and permission • "It's easier to get forgiveness than permission.“

  12. OPPORTUNITY ISNOWHERE

  13. Incremental improvement vs. Breakthrough

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

  15. “If you remember nothing else, remember this: Business efficiencies are essentially…infinite.” • —Jack Welch, CEO, GE

  16. Harley ad

  17. Create symbols of urgency

  18. “Take a car. Cut the roof off. I’ll drive it home tonight.” • —Lee Iacocca

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

  20. Embrace Perfection

  21. 48,000 lost pieces of mail each hour in the USA 99.9%

  22. 2 unsafe landings at Mumbai Airport each day 99.9%

  23. 22,000 checks deducted from the wrong account each hour in the USA 99.9%

  24. Unsafe drinking water for 1 hour each month 99.9%

  25. 1,100 incorrect surgical operations per week in India 99.9%

  26. 140,000 falsified tax returns each year in the USA 99.9%

  27. 250 newborn babies dropped at birth by doctors each day in India 99.9%

  28. 500,000 wrong drug prescriptions each year in India 99.9%

  29. Your heart fails to beat 32,000 times each year 99.9%

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

  31. Integrate Quality with… Everything else!

  32. The Old Paradigm • “Quality is number one!” • “…no, wait, productivity is key!” • “…sorry, speed is the new priority” • “…stop! We have a new cost reduction program!”

  33. Q=P

  34. Discard “Customer Satisfaction”

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

  36. But what about… • Customer Delight? • Customer Surprise? • Customer Bewilderment? • Customer Enchantment?

  37. END

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