© nqi presentation to services seta. © nqi the journey to excellence: empowering future quality...

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Presentation to Services SETA

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The Journey to Excellence: Empowering Future Quality Professionals

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Services Sector Education and Training Authorities have been established to ensure that the skill needs for every sector of the South African economy are identified and that training is available to provide for these skill needs.

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This will be achieved through the SETA forming partnerships with its stakeholders and role players and implementing the business plan

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National Quality Institute

and

Canada Awards for Excellence

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Who We Are

• NQI is an independent, not-for-profit organization

• We are proudly Canadian

• We are a ‘service-driven’ organization

• We are dedicated to Helping Canada live and work better

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Canada Awards for Excellence

Her Excellency the Right Honourable Michaëlle Jean, C.C., C.M.M., C.O.M.,

C.D., Governor General of Canada

Vice-Regal Patronage

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Canada Awards for Excellence

Order of ExcellenceQuality and Healthy Workplace

QualityHealthy Workplace

EducationSmall Business Customer Service

SeniorWise®Mental Health at Work (New)

Projects (New)

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Recognizing Excellence

NQI Canada AwardsFor Excellence

Oscar

Super bowl

Olympic MedalsGrammy

Stanley Cup

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Some Recent CAE Award RecipientsPresented 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, or become Champions of Excellence, including:

– 3M – Pfizer Canada Inc.– Xerox – New Brunswick Power– R.H. King Academy – Homewood Health Centre– Telus – Diversicare Canada Mgmt Services– Calian Technologies Ltd. – Ricoh Canada– Delta Hotels – Ind’l Accident Prevention Assoc.(IAPA)– Statistics Canada – City of Prince George– Region of Peel – Hill & Knowlton– Real Estate Board of Vancouver – Toronto East General Hospital– IBM – Alberta Govt – 4 departments– American Express – Trillium Health Centre– Research in Motion – College of Phys & Surgeons - NS– Ministry of Natural Resources – City of Kamloops– Manulife Financial – Groupe Esprit de Corps– Dept of National Defence Formation Construction Engineering – Ontario Ministry of Northern Development, Mines and Forestry

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Our Board of Governors

– Great-West Life – WSIB– Xerox Corporation – Town of Markham– Alterna Bank – Abbott Laboratories Limited– AMEX – Bank of Canada– Sun Life Financial – International Trade – Hill & Knowlton – Treasury Board– Kenmar Corporation – IBM Canada – Ceridian Canada – Windsor Regional Hospital– Purolator Courier Ltd – Canada Post– Region of Peel – The Lowe-Martin Group– City of Barrie – Trillium Health Centre– City of Regina – AON Hewitt– MedCan – Canadian Business Magazine– New Brunswick Dept. of Public Safety– Workplace Safety and Prevention Services (WSPS)

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Results From a Strategic Focus on Excellence

– Employer of Choice

– Motivated Employees

– Healthy Employees

– Satisfied customers/citizens

– Socially Responsible

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NQI Framework for Organizational Excellence

Organizational Performance

Leadership&

Governance

Planning& Environ-

mentalSustainability

Customer/Citizen/Client

Focus

People Focus& Healthy

Workplace

ProcessManagement

Supplier/PartnerFocus

Principles for Excellence

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Why Use a Framework?

• Set of “right things to think about”

• Consistency of focus

• Conceptual base

• Integrates initiatives

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Organizational Initiatives – every company is doing a lot of good things

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Using NQI Criteria –with a strategic focus using the Criteria your initiatives will be aligned

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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

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Some Results Reported by Award Recipients

• 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

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Comparison of Investment GrowthComparison of Investment Growth1984– 20101984– 2010

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The Business CaseThe Business Case• Lower attrition rates (normally 1/2 the rate of

their sector)• Lower sickness & absenteeism• Lower payments to Workers Compensation• Reductions in employee grievances• Reductions in staff turnover• Savings in operating cost through increased

productivity• Reduction in cycle times• Increase in customer satisfaction• Increase in employee satisfaction/morale• Decrease in injuries

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Toronto East General HospitalToronto East General Hospital

• Wait times – 31% better than benchmark• 10% Reduction in administrative

overhead • 12% higher physician satisfaction scores

than industry• 3.4% higher staff satisfaction scores

than benchmark

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Trillium Health CentreTrillium Health Centre

• 10% higher in Work Satisfaction than benchmark

• 19% higher in Quality Improvement Scores than benchmark

• 20.5% higher for satisfaction with Trillium than benchmark

• 21% higher for “Trillium is a Healthy Workplace than benchmark

• 11% improvement in sick time• 16% decrease in employee turnover

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Manulife FinancialManulife Financial

• Improved customer/advisor experience by 23%

• Improved employee survey results by 10%

• Improved unit costs and productivity by 40%  

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Progressive Excellence Program NQI PEP

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NQI’s PROGRESSIVE EXCELLENCEPROGRAM (NQI PEP®)

• Organizations of all types are in the NQI PEP Programs– private sector– public sector– not-for-profit– large & small

• Quality, Healthy Workplace, Education, Health Care, Municipalities, Government

• Provides a framework and recognition for achievement along the way

• Not a quick fix – it’s a journey

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NQI PEP®

Roadmap for implementation

Practical methodology for evaluation

External validation & certification

Progression sustains “focus”

Levels 3 and 4 – candidates for CAE Award

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NQI PEP® LEVELS

CAE

Gold

SilverBronze

3. Role Model

4. World Class

2. Transformation

1. Foundation

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NQI PEP® – its not NQI PEP ® OR the programs below. These programs are tools to help you improve and reach the NQI PEP ® levels

• Results-based Management

• ISO 9000:2000

• Balanced Score Card

• Lean

• Six Sigma

• Risk Management

• Accreditation

• Toward Management Excellence

Integrate existing initiatives

NQI PEP®

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NQI Leadership Excellence Program

“Individuals” Making the Difference!

Version: November 2007

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5 levels to the program from 5 levels to the program from fundamentals to strategyfundamentals to strategy

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What’s in it for me?What’s in it for me?

• You will help your organization achieve real results.• You will help country’s overall competitiveness.• You will learn transferable “soft skills,” as well as

technical “hard skills,” that employers are looking for.

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Three distinct forms of recognition for Three distinct forms of recognition for individualsindividuals

• Certified Excellence Professional designation (NQI CEP®)

• Certified Excellence Leader designation (NQI CEL®)

• Improvement Champion recognition

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Target AudienceTarget Audience

NQI CEP®

&NQI CEL®

Approx: 1-10people from an

organization

- Quality Managers, Quality Directors, Quality Vice Presidents

- Operations Managers, Process Improvement Specialists

- HR Managers, Healthy Workplace Professionals

- Person who has primary responsibility for: Excellence, Continuous Improvement, Quality, Healthy Workplace, Customer Satisfaction, Employee Satisfaction

ImprovementChampion

Approx: 10% ofstaff

- Excellence Team Champion- Member of an excellence, quality or healthy workplace team/committee- New comer to quality and healthy workplace

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Improvement ChampionImprovement Champion

• Candidates pursuing their Improvement Champion recognition do not need to be enrolled in NQI LEP®

In-Class(5 days)

E-Learning(6 hours)

Take Home(4-8 hours)

• Quest for Quality: Process Improvement Tools

(Modules 1, 2, & 3)• Implementation Overview Course

(Quality, Healthy Workplace or Integrated)

• Organizational Excellence Assessment

• All About Excellence: Game-Based Learning

• Quest for Quality Module 2 Assignment

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NQI CEPNQI CEP®®

High Level ProcessHigh Level Process

Complete Level 1,2 & 3Curriculum(15 days in class,148 hours of e-learning,16 hours of assignments)

Complete Reflective

Assignment

ReceiveNQI CEP® Certificate

Enroll in NQI LEP®

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NQI CEPNQI CEP®®

Level 1 Curriculum

In-Class(2 days)

E-Learning(Approx. 36 hours)

Take Home

• Framework for Excellence

• Quest for Quality - Module 1 •Introduction to the Framework for Excellence•All About Excellence: Game Based Learning •Introduction to the Healthy Workplace® Criteria • Business Fundamentals (Candidates choose a minimum of 20 appropriate modules from the list of 44)

• N/A

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NQI CEPNQI CEP®®

Level 2 Curriculum

In-Class(7 days)

E-Learning(Approx. 63 hours)

Take Home

• Quest for Quality: Process Improvement Tools (Modules 2 & 3)

• Quest for a Healthy Workplace®

• Introduction to Process Mapping

• You Got it!™ - Superb Customer Service

• Introduction to Root Cause Analysis

• Introduction to Change Management

• Management and Team Building

• Customer Service• Time Management

Strategies for Success• Operations Management• Workplace and Personal

Skills

• Quest for Quality Module 2 Assignment

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NQI CEPNQI CEP®®

Level 3 Curriculum

In-Class(6 days)

E-Learning(Approx. 50 hours)

Take Home(10-12 hours)

• Organizational Excellence Assessment

• Desired State Process Mapping

• Operational Process Mapping • Operational Root Cause

Analysis • Measuring Customer

/Stakeholder Satisfaction

• Interactive Assessor: Game Based Learning

• Choose 2 Live or Pre-recorded NQI Webinars

• Management & Supervisory Skills

• Human Resources• Quality Customer Service • Introduction to Balanced

Scorecard

• NQI CEP® Reflective Assignment

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NQI CEPNQI CEP®® Reflective Assignment Reflective Assignment

• To be done after completing the required curriculum for Levels 1, 2 and 3

• Assess your personal strengths and opportunities as an Excellence Professional

• Record key lessons from the course material, and suggest avenues for improvement

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LEP Enrollment PackageLEP Enrollment Package

• Access to 14 required online learning courses (not included: All About Excellence, Interactive Assessor, Live/Pre-Recorded Webinars)

• Welcome package• Assignment Requirements• 1 Year of Certification (Annual Renewal & Fees)

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NQI CELNQI CEL®®

High Level ProcessHigh Level Process

Complete the Level 4 Curriculum

(From 4 days in class)

Complete Tactical

Improvement Project

(2 days working with excellence coach)

ReceiveNQI CEL® Certificate

Complete the Level 5 Curriculum

(From 4 days in class)

Complete Strategic

Improvement Project

(2 days working with excellence coach)

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NQI CELNQI CEL®®

• Levels 4 and 5 focusing on leadership competencies and skills in tactical & strategic deployment

• Combined classroom courses, on-site coaching, tactical and strategic improvement projects.

• Timing estimates:– From 10 days in class– 2 days working with excellence coach– Approx 24 hrs preparing project summaries

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Improvement ProjectsImprovement Projects

Tactical Improvement Strategic Improvement

•To be done after completing the required curriculum for Level 4•Leadership Excellence Coach assigned to work with you on your project •After 6 months candidates to complete and submit project summary

•To be done after completing the required curriculum for Level 5•Leadership Excellence Coach assigned to work with you on your project •After 6 months candidates to complete and submit project summary

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Awareness and Education

• We have the tools and experience to assist you:

training coaching surveys assessments planning certification products customized services

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5 levels to the program from 5 levels to the program from fundamentals to strategyfundamentals to strategy

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The 3 minute NQI Movie Sums it up.

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Thank You for Inviting Us!

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Allan Ebedes

allan@nqi.ca

www.nqi.ca

Please Contact us at NQI