empowerment pathways and quality culture change

John Cover, CQA (ASQ), CTBSDirector, Quality Assurance

Science Care

American Association of Tissue Banks Quality Assurance Workshop IX

November 15th, 2007

Empowerment Pathways

And

Quality Culture Change

Empowerment Pathways And Quality Culture ChangeAATB Quality Assurance Workshop IXJohn Cover

“I know of no more encouraging fact than the unquestionable ability of man to elevate his

life by a conscious endeavor.”

Henry David Thoreau


What is Quality?

• Quality indicates the cumulative characteristics of a good or service that speaks directly to the voice of the customer.

• Quality should also reflect the cumulative characteristics of the environment that supports the production of goods and services that directly speaks to the voice of the customer.

• Quality should further reflect the empowerment of all stakeholders to constantly improve the environment that supports the production of those goods and services.


Quality Culture Change

Empowerment as a key element of any Quality Culture

How to begin the work of Quality Culture Change:

From Deming's 14 Points 2:

• Adopt a new philosophy.

• Create constancy of purpose.

• Break down barriers between departments.

• Remove barriers that rob workers…of their right to pride of workmanship.

• Institute a vigorous program of education and self improvement.

• Put everyone in the company to work to accomplish the transformation.


Adopt A New Philosophy

Example: Treat your employees as if they were your customers.

From the Juran Trilogy 5:

• Quality Planning:

• Determine who the customers are.

• Determine the needs of the customers.

• Develop product features that respond to customer’s needs.

• Develop processes that are able to produce those product features.


Internal Customers

• Who are your Internal Customers?

• What is important to your Internal customers?

• How can you meet the needs of your internal customers?


Voice of the Customer (VOC)

• The Voice of the Customer (VOC) describes the spoken and unspoken true needs of the recipient of one’s goods or services.

• The customer can be both internal and external, and its voice cannot be overlooked.


Empowerment

The ability to change your own world.


“An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that

leads to collective organizational success”.

Stephen Covey


Empowerment Pathways: Examples

• Communication Pathways:•Intranet Communication

•Policy & Procedure Online Library

•Intranet Workspaces for Collaborative Teams

• Having a Voice:•Feedback Systems: Customer Satisfaction Index-

Internal Customers

•Change Management

• Remove Barriers:•Processed Based Procedures


Communication & Tools

Communication Pathway Example


Online Intranet Site: Communication & Tools


Online: Policy & Procedure Library


Online: QA Information


Online Workspaces: Quality Circles


“There is no index of character so sure as the voice”.

Benjamin Disraeli


Having A Voice

Feedback System Example


ACSI- allows a organization to evaluate the overall satisfaction levels their customer base over time. Satisfaction is measured by evaluating the following distinct components7:

CustomerExpectations

PerceivedQuality

PercievedValue

CustomerComplaints

CustomerLoyalty

CustomerSatisfaction

Having a Voice: American Customer Satisfaction Index (ACSI)


Having a Voice: American Customer Satisfaction Index (ACSI)


Having A Voice

Input-In-Change Example


Having A Voice: Change Management


Removing Barriers

Organizing Customer Requirements with Supplier Outputs


“Everyone here has a customer. And if he doesn’t know who it is and what constitutes the needs of the

customer, and work in the cycle of adjustment to customers’ needs and what he can produce, then he

does not understand his job.” 6

Dr. Deming

Adding Tools and Removing Barriers


Removing Barriers Between Departments

SUPPLIERS PROCESSINPUTS OUTPUT CUSTOMERS

•Processed based procedures.

•Departmental specific procedures to process specific.

•Now each employee knows what comes before (Suppliers) and after (Customers) his/her work.

•Each Employee now feels more connected to others.

•Each employee now knows why his/her job is important and relevant.


Remove Barriers: Process Based Procedures


Remember:

Quality Culture change is inevitable if…

You empower others through: training, communication pathways, better tools, and

mentorship.

Focus on improving systems, processes, and performance as a result of heeding the Voice Of the

Customer.

Always keep your internal customers as happy as your external customers.


How Can You Make a Difference?

“The aim of leadership should be to help people, machines and gadgets do a better job.”1

“To help in a positive manner, you must be genuinely interested in people and results. You can’t fake this

one even if you try because true help is truly unselfish.” 3

“Show people how to prevent problems, not just fix them. Educate, train, and support those who do

the work.”4


Thank you!


References

1. Gabor, Andrea. The Man Who Discovered Quality. New York, NY. The Penguin Group, 1990.

2. Deming, W. Edwards. Out of The Crisis. Cambridge, MA. MIT, 1986.3. Crosby, Philip. Quality is Free, New York, NY. McGraw Hill, 1979.4. Shelton, Ken. In Search of Quality, Provo, UT. Executive Excellence

Publishing, 1995.5. Juran, Joseph. Juran on Leadership For Quality, New York, NY. The

Free Press, 1989.6. Walton, Mary. The Deming Management Method, New York, NY.

Perigee Books, 1986.7. ASCI: www.theasci.org. ©2006 American Customer Satisfaction Index. All Rights

Reserved

8. Materials included courtesy of Science Care®.

empowerment pathways and quality culture change

Documents

quality planning

work of quality culture

john cover henry david

online workspaces

customer voc

customer base

online intranet site

internal customers