1. Concordia Publishing House ETM 627: Quality Management Date: September 16, 2014 Team Members: Ryan Jones, Raven Malone, Kayla Dunbar

2. Overview Leadership Strategic Planning Customer Focus Measurement Analysis and Knowledge Management Human Resource Focus (Workforce) Process Management (Operations) Business Results

3. Leadership Reflect values at weekly staff meetings

4. Leadership Code of Conduct is updated annually - Workforce is tested for understanding and agreement before signing President publishes his contact info on customer communication vehicles and in letters to customers inviting questions and suggestions Invested in PC systems and Ipod Touch technology for home use by every employee -Promotes innovation of new products

5. Strategic Planning

6. Customer Focus The core value of Customer Focus is used to the workforce in many different ways CPH’s (Concordia Publishing House) management focuses all internal communication around serving customers and making itself available to customers on a 24/7 basis. They also encourage an ownership mentality from it’s customers

7. Customer Focus CPH participates with it’s customers in them in church ministries and other things Have many different listening methods to provide data into the VOC (Voice of the Customer) Process The Publisher reads all VOC comments. The data is used to evaluate current issues and trends and new customer expectations.

8. Customer Focus Many different listening methods – Personal Communication Call Center Conventions Social Media – After Purchase Surveys Survey Engine In-Package Postcards – Product Development Focus Groups – President’s Call to Action Web Site Letters Social Media

9. Measurement, Analysis, and Knowledge Management Data is selected based on several criteria: – Does it support a Strategic Objective? – Is the data actionable? – Can the collection and analysis be reliably accomplished in a timely manner? Data is collected in real time, compiled, and then made available on the KPI Dashboard The Dashboard allows total workforce access online to: – the Strategic Planning Waterfall – the SPP and Calendar; Strategic – Directions and Strategic Objectives – Annual CPH Business – Plans – Marketing Plans and budgets – Publishing Plan – Operations Plans – Process maps and flow charts – Online functionality to revise Action Plans in real time – Access to Product Investigator, CRM Insight, W4 Segmentation, and VOC.

10. Measurement, Analysis, and Knowledge Management CPH now has immediate access to customer data With the ability to analyze the data to a transaction or customer level, CPH can the project a baseline for future performance They can also compare new product offerings to similar past offerings and look at sale trends

11. Workforce Focus Workforce Environment – Focused on 4 main categories:

12. Workforce Focus Workforce Engagement – Conducting biennial workforce surveys in order to receive information, suggestions, and ideas to further help workforce engagement. Employees encouraged to submit ideas at any time – Create a family atmosphere Remove barriers between departments – Learning and Development Sessions Surveys Taken to make them better

13. Operations Focus Work Systems – Three Key Work System Components: Product Development Customer Care Distribution – Supported by: Human Resources Information Technology Finance Facility Management

14. Operations Focus

15. Business Results

18. Resources http://patapsco.nist.gov/Award_Recipients/in dex.cfm -2011 Concordia Award Application Summary