Characteristics Of A Successful Business What I Have Learned

1. Characteristics Of A Successful Business What I Have Learned During Fifty + Years Of Quality Management Jim Tregaskis 12/12/15

2. Presenter Background • 1964 >1993 > IBM Endicott Manufacturing – Quality Assurance • - 1989 - 1991 > ISO Management Representative For IBM Product Plant • - 1991 - 1993 > IBM Endicott Site Quality Office • - Business Process Improvement • 1994 - 1996 > “Global Systems” Training & Consulting • 1996 - Present > DBA “Quality Management Resources” • - ISO 9000 Training and Consulting • - Quality System Lead Auditor • - Bureau Veritas Certification(NA) Golden Anniversary

3. Characteristics Of A Successful Business • Top Management Commitment And Leadership • Organizational Commitment And Leadership • Common Threads • Measures of Success

4. Top Management Commitment And Leadership

5. Characteristics of a Successful Organization I. Top Management Commitment and Leadership - Unwavering Honesty - Sustaining an Atmosphere of Transparency and Trust - Setting an Unwavering Example for Following Laws, Regulations, and Policy - Balancing Business Transparency with Respect for the Individual & Confidentiality - Clear Policy, Core Values, and Organizational Principles - Focused on Customer Satisfaction and Employee Well-being - Desire to Be a Good Organization and Community Citizen “People First – Customers Second – Shareholders & Personal Gain Last” - Creating A Vision and A Passion for Success - Clear Understanding of Markets, Customer, Stakeholder, and Employee Needs - Willingness to Take Risks While Understanding Consequences for Decisions “Acceptance and Ownership – Regardless of Outcome” - Leadership Surrounded by a Competent and Committed Staff - Entire Management Team Leads by Example - Involved, Caring, and Aggressive While Delegating and Guiding Appropriately - Effective Planning and Execution - Understanding Opportunities, Risks and Constraints - Good Things Don’t Just Happen… Usually! “If you Don’t Know Where Your Going – Any Road Will Get You There” - Demand for Cross-Function and Inter-Process Teamwork - Ability to Share Openly and Manage By Concession - Unity of Purpose “Everyone In The Boat And Rowing In The Same Direction” - Fair Allocation of Resources - Both Physical and Human - Establishing Priorities 12/12/15

6. Characteristics of a Successful Organization I. Top Management Commitment and Leadership Continued… - Mutually Aggressive yet Realistic Organizational Goals & Objectives - Stimulate Continued Business Growth – Revenue – Profitability – Survival…! - Effectively Cascaded Downward Throughout the Organization - Every Process, Function, Department, and Individual - Clear Understanding Process/Individual’s Contribution for Attainment - Listening Effectively – EVERYONE…! - Being a Good Listener - Management by Facts… Not Emotions “Effective Communication Occurs Only When One Listens” - Financial Accountability - Accuracy of Accounting - Maintaining a Healthy Cash Flow and Cost Controls - Minimization of Debt “Follow The Money And You’ll Find The Problem” - Consistent Monitoring, Measurement and Analysis of Information - Timely Action To Correct Problems - Implementing Changes to Prevent Future Problems “PLAN – DO – CHECK – ACT” - Creating a Pleasant, Effective, and Efficient Work Environment - Safety – Security – Environmental - A Quest for Continual Improvement - Product - Services - Processes - Continually Developing Employee Skills and New Talent - Cross-Training - Succession Planning

7. II. Organizational Commitment & Leadership

8. Characteristics of a Successful Organization II. Organizational Commitment & Leadership - A Culture Focused on Meeting and Exceeding Customer Requirements and Expectations - Strong Customer, Supplier & Stakeholder Partnerships “Make The Partners Successful” - Ownership with Accountability - Commitment and Making Good On Commitments - Monitoring and Measurement Against Objectives - Periodic Review - Identification of Necessary Actions - Effective Use & Analysis of Information and Data - Product - Service - Process - Financial - Verify Compliance - Identify Opportunities for Improvement - Timely Response to Problems and Issues - Customer Satisfaction a Top Priority - Desire to Continually Improve The Effectiveness & Efficiency of Everything “The “Process Approach” to System Management” - Recognition and Celebration of Successes - Profit Sharing - Promotion from Within - Learning from Mistakes and Experiences “Avoid Re-Inventing The Wheel”

9. III. Common Threads

10. Characteristics of a Successful Organization III. Common Threads - Involvement of Everyone “Many Hands Make For Lighter Work” - Clear Responsibility and Accountability - Recognition for Accomplishments - Quick and Fair Action for Violations (Violators?) - Communications – Communications – Communications - Also, Relationships – Relationships – Relationships…! “Do Onto Customers, Employees, And Stakeholders…As You Would Have Them Do Onto You” - Never, Never, Never Burn Your Bridges! “Know When to Play ‘em… Know When to Fold” VI. Measures of Success - Happy Customers and Stakeholders - High Employee and Customer Retention - Excellent Reputation in Community and Industry - Happy Employees - Look Forward to Coming to Work - Achieving a Successful Lifestyle - Steady Growth - New Customers - New Products - New Services - New Opportunities - Profitability - Fuel for Investment and Continual Improvement

11. VI. Measures of Success

12. Characteristics of a Successful Organization VI. Measures of Success An Independent Validation… From Fortune Magazine March 15, 2015 “Best to Work For; Yes! But Why?” – Stanley Bing (Published several moths after my presentation was first completed) “The best companies to work for must have: - A Strong Leader - A strong hierarchy with a clear reporting structure under the leader - Clear goals that everyone in the organization understands and buys into - Accountability for assigned tasks, with clear rewards and punsihments for performance - Victory always defined and within reach - A conviction for rightness - Camaraderie - An open-office plan to facilitate communications and democracy - Good food provided on location so people can keep on with the job - Plenty of exercise - High stakes with even a hint of danger - Money (It’s all about the money… but, it’s NOT all about the money, either

13. Characteristics of a Successful Organization VI. Measures of Success Anonter Independent Validation… From Binghamton Press and Sun Bulletin – December 6, 2015 “Career Success Starts With An Attitude” – Debra Auerbach (CareerBuilder.com) Colin Powell, former U.S. Secretary of State, said; “There are no secrets to success. It is the result of preparation, hard work and learning from failure” The common attitudes that most successful workers always seem to possess - They demonstrate empathy toward others - They have an entrepreneurial spirit - They show integrity - They take pride in their work - They challenge the status quo - They persevere in the face of adversity

14. Characteristics Of A Successful Business What I Have Learned During Fifty + Years Of Quality Management To Be Continued…. Jim Tregaskis March 2015 Updated December 2015