National Quality Institute and Canada Awards for Excellence

1. National Quality Institute and Canada Awards for Excellence

2. Who We Are • NQI is an independent, not-for-profit organization • We are proudly Canadian • We are a ‘service-driven’ organization • We are dedicated towards Helping Canada work better.

3. NQI Mission Statement NQI Vision • To be a global leader in promoting and building organizational excellence NQI Mission Statement • Helping organizations to continuously improve performance and results by providing innovative national criteria, progressive implementation programs, services and certification

4. Canada Awards for Excellence Vice-Regal Patronage Her Excellency the Right Honourable Michaëlle Jean C.C., C.M.M., C.O.M., C.D., Governor General of Canada

5. Canada Awards for ExcellenceQuality Healthy Workplace Education Small Business Customer Service Healthcare

6. CAE Mission Statement CAE Mission Statement • To inspire organizations by promoting excellence and showcasing their success as role models in an interdependent global economy that benefits all Canadians

7. Recognizing Excellence Grammy Oscar Grey Cup Stanley Cup NQI Canada Awards For Excellence Olympic Medals Super bowl

8. Recent CAE Award winners • Presented annually to private, public and not-for-profit sector organizations that have displayed outstanding performance in the areas of Quality and Healthy Workplace. Since 1984 hundreds of organizations have received this award including: • 3M • Xerox • R.H. King Academy • Telus • DaimlerChrysler • Delta Hotels • Statistics Canada • Region of Peel • NuComm International • Dofasco Inc., • IBM • American Express • Lawrence Heights Middle School

9. Our Board of Governors Great-West Life WSIB Xerox Town of Markham NuComm International Region of Peel DaimlerChrysler Trillium Health Centre Atomic Energy Powerstream Canadian Blood Services AMEX Sun Life International Trade Hill & Knowlton Treasury Board Kenmar IBM Canadian Business/Rogers Ceridian Purolator Canada Post Alterna Bank Cdn Nuclear Safety Commission

10. A Strategic Focus on Excellence • Employer of Choice • Motivated Employees • Healthy Employees • Satisfied customers/citizens • Social Responsibility

11. Canadian Framework for Excellence

12. Canadian Framework for a Healthy Workplace

13. Healthy Workplace vs. Wellness • Not just a fitness program • Comprehensive approach • Sustainable results • Integrated with business planning • Senior leaders engaged • Wellness of people considered in everything you do • Not a quick fix • It’s a change in CULTURE

14. Integrated Criteria for H/C Sustained Organizational Performance Planning & Programs Leadership Client Focus Supplier/ Partner focus People Engagement Process Management Principles for Excellence ©NQI.2005.

15. Quality & Healthy Workplace linkage • Excellence through quality is more than about product/service quality • In the final analysis –”quality of life” • To sustain quality - better focus needed on employee health and wellness • Strategic issue linked to productivity and competitiveness

16. Mental Health • 1 out of 5 employees has a mental disorder • 1 out of 8 receive effective interaction • 25 out of 1,000 per year are disabled by mental illness • 30 – 40% of disability claims = mental disorders • Average cost to employers $1,000 per employee per year, 500 employees = $500,000 • $33 Billion per year in lost production alone Source: Mensante Corporation and Business and Economic Round Table on Addiction and Mental Health

17. Dr. Martin Shain Impacts of Stress - Employer Low Employee Satisfaction Low Customer Low Morale Satisfaction Low Commitment Low Trust Low Loyalty Low Retention Low Motivation Low Creativity High Effort Low Reward + High Demand Low Control

18. Dr. Martin Shain, Costs of Stress in the Workplace Employee Costs 3x Heart Problems 2x Substance Abuse3x Back Pain 2x-3x Injuries 5x Certain Cancers 2x-3x Infections2x-3x Conflicts 2x-3x Mental Health Problems High Effort Low Reward + High Demand Low Control (“Stress”)

19. Dr. Martin Shain Stress in the Workplace - Social Costs Higher Health Care System Costs Higher Law Higher Social Enforcement Service Costs Costs Lower Social, Political Participation Less Community Vitality Decrease in Quality of Life High Effort Low Reward + High Demand Low Control

20. Why use a Framework? • Set of “right things to think about” • Consistency of focus • Conceptual base • Integrates initiatives

21. Organizational Initiatives ©NQI.2001

22. NQI Criteria - strategic improvement focus ©NQI.2001

23. Key Findings from Canada Awards for Excellence • Visible and committed leadership • Impact of whole system of work • Employee engagement • Agreed set of comprehensive measures • Integration into business plan • Culture for quality

24. Some Results Reported by CAE Winners • 91% improvement in employee turnover • 215% increase in cost savings • 90% increase in customer satisfaction • 33% increase in employee satisfaction • 82% reduction in cycle time • 59% in price savings to clients • 57% decrease in injuries • 55% increase in employee pride • 48% increase in trust in leadership

26. NQI Products and Services

27. NQI PEP® • Organizations of all types are in the PEP programs • private sector • public sector • not-for-profit • large & small • Quality, Healthy Workplace, Tourism, Education, Healthcare, Government • Provides a framework and recognition for achievement along the way • Not a quick fix • Re-certification every 2 years

28. NQI PEP® • Roadmap for implementation • Practical methodology for evaluation • External validation & Certification • Progression sustains “focus” • Levels Three/Four – candidates for CAE Award

29. NQI PEP® 4. Sustainability 3. Implementation 2. Planning 1. Commitment ©NQI.2002

30. One NQI PEP® Testimonial “The National Quality Institute’s ‘Progressive Excellence Program’ provided our organization with a common sense, balanced approach to improvement that stopped our ever-tightening spiral of change driven by outcomes - in our case becoming competitive. The result of adopting the NQI Program has been lower stress, less anxiety, improved morale, and true progress against strategic goals. As a result, our employees are happy to come to work, our customers are satisfied, we are more efficient, and management is happy. Could you ask for more?” Mr. R. (Bob) Ferguson, P.Eng., Continuous Improvement, Maritime Forces Atlantic Department of National Defence

31. Awareness and Education • We have the tools and experience to assist you: • training • coaching • surveys • assessments • planning • certification • products • customized services …………………………. anywhere in Canada

32. Individual Certification - Leadership Excellence Program • NQI offers a certification program for professionals to be recognized for their expertise in Quality and Healthy Workplace. • Completing all five levels of the program will earn individuals two recognized NQI designations. • Certified Excellence Professional (NQI CEP®) • Certified Excellence Leader (NQI CEL®)

33. Individual Certification - Leadership Excellence Program

34. NQI Membership • Quarterly member network meetings • Members only web site • Free services • Board of Governors • Events - Summit and CAE Oct 24 - Healthy Workplace Week Oct 23 • Many more benefits

35. Dr. Martin Shain Benefits for you • Sustainable improvements • Productivity • Efficiency • Financial performance • Competitiveness • Customer/citizen/client loyalty

36. Please contact us at NQI Kathryn Cestnick cestnick.kathryn@nqi.ca 1-800-263-9648 ext 240 www.nqi.ca