from best practices to next practices - a practitioner perspective asq
TRANSCRIPT
From Best Practices
to Next Practices
- A Practitioner Perspective
ASQ Section 304 North Jersey
September 17, 2014
Chris Boyd
My Quality Journey…
Poacher Turned Gamekeeper
• MoD Customer MilSpec/AQAP 82-86
• IRCA Lead Assessor ISO9000 1992
• SEI Software CMM Lead Assessor 94-97
• ASQ Six Sigma Black Belt 2002
• ASQ/NIST Baldrige Examiner 2006
• ASQ ITEA Examiner 2011
Quality Roles On The Road
• Defense QA 1981 – 1986 MIL SPECS, AQAP• Software Quality Engineer (BT) 87–89 TQM• Quality Manager (Harland Simon) 89-91 SI• LRQA Lead Assessor 30+ ISO9000 1992 • Process Manager Groupe Bull CMM/TickIT 92-94• Motorola European Design & Manufacture 94-97• SQM Sr Consultant & Practice Director Spherion97–01• VP Quality Mercantile Exchange 01-02 • VP Quality Bank of NY 02 -05 SixSigma, ClientFirst• VP Global Operations CIT 05- 08 Shared Svcs, O/S• Founder, Simply Best Practice, LLC 08
“The art of war does not
require complicated
maneuvers; the simplest are
the best and common sense is
fundamental. From which one
might wonder how it is
generals make blunders; it
is because they try to
be clever.”—Napoleon
“If you can’t write your
movie idea on the
back of a
business
card, you ain’t got
a movie.” —Samuel Goldwyn
“BE THE BEST.
IT’S THE ONLY
MARKET THAT’S
NOT CROWDED.”
From: Retail Superstars: Inside the 25 Best
Independent Stores in America, George Whalin
“A man should neverbe promoted to a
managerial position if his vision focuses on people’s weaknesses rather than on
their strengths.” —Peter Drucker,
The Practice of Management
It Ain’t About the Ws and Ls!
“Fun from games arises out of
mastery. It arises out of
comprehension. It is the
act of solving puzzles
that makes games fun. In other
words, with games, learning
is the drug.”—Raph Koster, A Theory of Fun For Game Designers
“Andrew Higgins , who built landing craft in
WWII, refused to hire graduates of
engineering schools. He believed
that they only teach you
what you can’t do in
engineering school. He started
off with 20 employees, and by the middle of
the war had 30,000 working for him. He
turned out 20,000 landing craft.
D.D. Eisenhower told me, ‘Andrew Higgins
won the war for us. He did it without
engineers.’ ”
—Stephen Ambrose/Fast Company
“Having an audience can clarify
thinking. It’s easy to win an
argument inside your head. But
when you face a real audience,
you have to be truly convincing.
… Studies have found that the
effort of communicating to
someone else forces you to pay
more attention and learn more.”
—Clive Thompson, “THINKING OUT LOUD: How Successful
Networks Nurture Good Ideas,” Atlantic/10.13
THE FOUR MOST IMPORTANT WORDS IN ANY ORGANIZATION
ARE … “WHAT
DO YOU
THINK?” *Source: courtesy Dave Wheeler, posted at tompeters.com
*“Employees who don't feel significant rarely make
significant contributions.” —Mark Sanborn
So let’s find out: WHAT DO YOUTHINK?
“Everyone has a
story to tell, if only
you have the
patience to wait for it
and not get in the
way of it.”—Charles McCarry, Christopher’s Ghosts
THE PROBLEM IS RARELY/NEVER THE
PROBLEM. THE
RESPONSE TO THE
PROBLEM INVARIABLY ENDS UP BEING THE
REAL PROBLEM.*
*PERCEPTION IS ALL THERE IS!
Customers describing their service
experience as “superior”: 8%
Companies describing
the service experience they provide as
“superior”: 80%—Source: Bain & Company survey of 362 companies, reported in John DiJulius,
What's the Secret to Providing a World-class Customer Experience?
“The Bottleneck is at the …
“Where are you likely to find people with
the least diversity of experience, the
largest investment in the past,
and the greatest reverence for
industry dogma …
Top of the
Bottle”
— Gary Hamel/Harvard Business Review
“WE HAVE A
‘STRATEGIC
PLAN.’ IT’S
CALLED DOING
THINGS.” — Herb Kelleher
“Somewhere in your
organization, groups of
people are already doing
things differently and
better. To create lasting
change, find these areas of
positive deviance and fan the
flames.” —Richard Pascale & Jerry Sternin,
“Your Company’s Secret Change Agents,” HBR
“Business has to give people enriching,
rewarding lives … or it's simply not worth
doing.” —Richard Branson
“You have to treat your employees like
customers.” —Herb Kelleher, upon being asked his “secret to success”
"If you want staff to give great service, give
great service to staff." —Ari Weinzweig, Zingerman's
"When I hire someone, that's when I go to
work for them.” —John DiJulius
“
“It became necessary to develop
medicine as a cooperative
science; the clinician, the specialist, the
laboratory workers, the nurses uniting for the
good of the patient, each assisting in the
elucidation of the problem at hand, and each
dependent upon the other for support.”
—Dr. William Mayo, 1910
“The only real voyage consists not of seeking new
landscapes, but in having new eyes;
in seeing the universe throughthe eyes of another,
one hundred others—in seeing the hundred universes that
each of them sees."
—Marcel Proust
“Allied commands depend on mutual confidence
and this confidence is gained, above all
through the developmentof friendships.”
—General D.D. Eisenhower, Armchair General*
*“Perhaps his most outstanding ability [at West Point]
was the ease with which he made friends and earned the trust of fellow cadets who came from
widely varied backgrounds; it was a quality that would pay
great dividends during his future coalition command.”
“UPS used to be a trucking company
with technology. Now it’s
a technology
company with
trucks.” —Forbes
"How often I found
where I should be
going only by setting
out for somewhere
else.” — Buckminster Fuller
“Every child is
born an artist. The
trick is to remain
an artist.” —Picasso
REMEMBER: You CHOSE to
be a boss/leader.
Hence you CHOSE to
devote the rest of your
professional career to
DEVELOPING
PEOPLE.
“I’ve learned that people will forget what
you said, people will forget what you did, but people will never forget how you made
them feel.”—Maya Angelou
Other Professional Interests
• European Motorola Software Council 1995
• NYC SPIN Steering Committee 1997
• PMI Project Management Professional 2000
• NYU SCPS Adjunct 2000 - 2004
• SHRM Measures & Metrics Taskforce 2010-
• TM Forum 2011
• Caldwell College Business Advisory Council 2012-
• Everwise Mentor 2013-
• BSA Nova and SuperNova Award Mentor 2014
Contact Details
• LinkedIn jchrisboyd
• Simply Best Practice, LLC
• 38 Chatham Rd, Suite 4, Short Hills, NJ
• 917-376-6191
A Word About Quality…
Networking = Connecting
• Listen! It’s ALWAYS about the other person.
• How can I help you? Be specific.
• I’m interested. Tell me more…
• What have I not asked, that I should know?
Recognizing Expertize = Relevance
• Read widely and practice conversing.
• Be the connector for busy people
• Ask questions, and capture quotes.
• 80% of success is showing up
Avoiding A ‘Bad Experience’
People speak conversationally at 110 -150 wpm
Smile - inwardly and outwardly
Outline specific steps – make room to offer
Remember – it’s STILL about the other person!
Don’t block the Exit!