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 “People who do good work, feel good about themselves” —Ken Blanchard “One Minute Manager” —Revised thinking

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

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

Celebrate Failures!

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

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

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

Quote: Forgivenes s and permission "It's easier to get forgiveness than permission.“

OPPORTUNITY ISNOWHERE

Incremental improvement vs. Breakthrough

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?”

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

Harley ad

Create symbols of urgency

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

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

Embrace Perfection

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

2 unsafe landings at Mumbai Airport each day 99.9%

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

Unsafe drinking water for 1 hour each month 99.9%

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

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

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

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

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

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

Integrate Quality with… Everything else!

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!”

Q=P

Discard “Customer Satisfaction”

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

But what about… Customer Delight? Customer Surprise? Customer Bewilderment? Customer Enchantment?

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