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Quality Management

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Cornerstones of Quality - DVD

Free Online Preview

If you don’t have quality employees, you won’t be able to put out a quality product. This can cut into the morale and output of your workers, as well as the profitability of the company. Teach your employees to take pride in their work, and that continuous growth should be more than just a goal, but an absolute priority.

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Measuring Organizational Improvement Impact - Book

By Richard Chang and Paul DeYoung

One of the most common reasons an organizational improvement effort does not reach its full potential is because different parts of an organization use different measures to drive and gauge the results of their efforts. The solution? A systematic approach in which measures at the work group level are closely linked to "big picture" targets and measures at the organizational level. This guidebook shows you how to use Key Result Areas (KRAs) and Key Indicators (KIs) to successfully measure organizational improvement at every level of the organization. (Paperback)

  • Measuring Organizational Improvement Impact - Book $14.95 [Add to Cart]
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Continuous Process Improvement - Facilitator Kit

Packaged Training Program: Integrated Curriculum

Don't be fooled by the myth that just because a process worked well in the past that theres no need to improve it. Needs and demands are constantly changing and so must the methods for meeting them. This comprehensive program takes a systematic approach to Continuous Process Improvement (CPI), incorporating customer feedback and fact-based decision making, to ensure that process performance improvement efforts maximize key business result areas and competitiveness.

Skill-Based Program Content

Intro: CPI Concepts And Methodology

  • Following the supplier-producer customer chain
  • Defining process relationships
  • Applying a systematic CPI model

Unit 1: Selecting A Process To Improve

  • Determining core customer segments
  • Defining customer requirements
  • Selecting processes to improve

Unit 2: Analyzing A Process

  • Creating a process flow chart
  • Assessing value-added versus non value-added tasks
  • Determining process measures

Unit 3: Measuring Process Performance

  • Displaying and interpreting measurement data
  • Uncovering process improvement gaps
  • Identifying process problem areas

Unit 4: Improving A Process

  • Developing an improvement plan that defines goals and responsibilities
  • Negotiating improvement goals with customers and suppliers
  • Applying a problem-solving model

Unit 5: Evaluating Improvement Efforts

  • Tracking and analyzing the impact of improvement efforts
  • Developing a transition plan
  • Standardizing processes for sustained performance

Facilitator Kit: The Continuous Process Improvement (CPI) Facilitator Kit includes materials listed below and must be purchased to order Participant Kits:

  • Facilitator Guide
  • Implementation Guide
  • Quick-Start Guide
  • PowerPoint Presentation*
  • Online Tools
  • Travel Tote
  • 1 Participant Kit

Participant Kit: Participant materials required to support the training program are available. Each Continuous Process Improvement (CPI) Participant Kit includes materials listed below:

  • Participant Workbook
  • Participant Tools on CD-ROM
  • Five Practical Guidebooks: Continuous Process Improvement; Continuous Improvement Tools, Volume 1; Continuous Improvement Tools, Volume 2; Step-by-Step to Problem Solving
  • Pocket Reference Cards
  • Certificate of Completion

Facilitator Start-Up Package: The Continuous Process Improvement (CPI) includes one Facilitator Kit and ten Participant Kits.

Program Length: 3 Days/Flexible Training Options

  • Continuous Process Improvement - Facilitator Kit $1,395.99 [Add to Cart]
  • Continuous Process Improvement: Participant Kit $235.00 [Add to Cart]
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Time: The Next Dimension of Quality - DVD

This course is also available for online training, see details below.

How would you respond if told that only 25% of the time spent in any given process adds value to your product or service? Rath & Strong's John Guaspari and Edward Hay present a simple, but effective concept - don't spend time on anything that has no value in the eyes of the customer.

That's exactly what you'll learn with this breakthrough video on increased productivity and customer service: how to look at a process to identify which steps add value and which do not. Once the non-value-added time is removed or reduced, your managers and employees will deliver products and services to the customer faster, achieve higher levels of quality and put your organization so far ahead of your competitors they may never catch up.

Time: The Next Dimension of Quality is for everyone in all organizations large and small who want to serve the customer better, be more competitive, and make breakthrough improvements in "Quality" performance.

Viewers will learn how to:

  • Identify the opportunities and benefits of time as the next dimension of quality for both the organization and individual.
  • Conduct a Value-Added Flow Analysis (VAFA) to identify activities in a process.
  • Apply the three criteria for determining if an activity adds value.

Includes: 18 minute VHS Video or DVD and Leader's Guide.

Online Training Option

  • Pricing - $9.95 per user
  • Minimum order - $500
  • Users receive a post-test and certificate of completion. You set the test’s passing grade.
  • You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

Please contact us by email if you have more than 1000 users for special pricing options.

Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95

  • Time: The Next Dimension of Quality - DVD $895.00 [Add to Cart]
  • Time: The Next Dimension of Quality - VHS $895.00 [Add to Cart]
  • Time: The Next Dimension of Quality - VHS Preview $0.00 [Add to Cart]
  • Time: The Next Dimension of Quality (Spanish) - DVD $895.00 [Add to Cart]
  • Time: The Next Dimension of Quality Online Course (50 - 1000) $9.95 [Add to Cart]
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Accountability Toolkit (Government Version) - DVD
New 2009 Release!

What makes a government agency accountable? It is a willingness to be answerable and accessible to the public. And while the specifics of an accountability initiative can vary from one agency to the next, all have one thing in common: Everyone -- from the top down -- must demonstrate personal responsibility and integrity.

Designed specifically for government training, the 9 categories in this Toolkit, containing a total of 35 video clips, will help you demonstrate what it looks like when people hold themselves, each other and the organization accountable for keeping commitments and achieving results. It only includes clips that are set in a government agency or take place in a "generic work environment" that could be a government facility.

This Toolkit contains 35 unique video clips that fall within 9 categories of personal responsibility and accountability. It only includes clips that are set in a government agency or take place in a "generic work environment" that could easily be a government agency or government-run facility. The clips are provided on DVD and CD-ROM so that you can play them right off the DVD or embed them into a PowerPoint Presentation.

In these categories, the clips can be used to make the following points:

~ Take Ownership and Keep Commitments - When accepting responsibility for a task or project, take full ownership and do what you say you're going to do. For clarity, set deadlines-then keep them. When necessary, communicate and renegotiate commitments that cannot be met.

~ Be Proactive - Take the initiative in seeking improvements to processes and practices. Work to improve your own skills, and influence others toward improvement.

~ Communicate With Clarity and Set Measurable Goals - Getting to the right result requires clear agreements and an understanding of expectations and instructions. Accountability for results begins with clear directions, and places responsibility on both parties for clarification.

~ Be Ethical - Know what's right-by law, by policy, by procedure, by best professional practice-and act accordingly. Make decisions for the best outcome when two "rights" conflict. Speak out when someone acts unethically.

~ Be a Problem-Solver - Apply your own experience and knowledge to every problem. With this problem-solving mindset, you'll plan and take action towards a solution, rather than waiting for others to get things started.

~ Serve the Public Professionally - Every person you serve and work with deserves your best effort, whether it's a problem to be solved or a transaction to complete. Know the technical and procedural aspects of your work and bring a positive attitude to the service you provide -- the public expects competence and is paying you for it.

~ Don't Be Afraid to Speak-Up - Know what you need and what you deserve. In a professional manner, let others know it too. Those you work with and for may not realize when their actions are getting in the way. Claim what you need to do your best work.

~ Accept Feedback and Learn From Mistakes - Learning and changing direction happen quickly and frequently in an accountable environment. Listen non-defensively, give proper consideration to what's being said, choose to adjust, and move on.

~ Supervising and Managing an Accountable Workforce - Often held accountable for the work of others, managers and supervisors must first model accountable behaviors, then learn to require this type of personal responsibility from those who report to them. The manager's tone of voice, choice of words and standard-setting behaviors can make or break an accountable workteam!

The Toolkit package includes a Leader's Guide with discussion questions for each clip that will help stimulate further discussion and learning.

Program Includes

  • Chaptered video clips on DVD
  • Chaptered video clips on CD-ROM for importing into powerpoint presentations
  • Leader's Guide PDF on the CD-ROM
  • Flash Tutorial and Instructions on how to import video clips into a PowerPoint Presentation on the CD-ROM

  • Accountability Toolkit (Government Version) - DVD $695.00 [Add to Cart]
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Quality Service in the Public Sector - DVD

Free Online Preview

Watch superb customer service in action with this program. Visit a variety of settings and see how service principles apply to each of them. Whatever industry you're in, Quality Service in the Public Sector can boost your staff's service skills, so that you can serve, satisfy and keep your customers. In any time, in any situation. Hand them the tools to render this kind of service: CARING and SINCERE.

Added features and benefits of DVD training include:

  • English and Spanish versions – many also include Portuguese
  • A customizable PowerPoint™ presentation
  • Informative training points and bonus material for refresher or training talks
  • Video-enriched training organized by learning objectives that facilitates discussion
  • A printable Leader's Guide
  • Resourceful web links to organizations such as OSHA, FEMA, NSC and the CDC, where viewers can download and print information on regulatory standards

  • Quality Service in the Public Sector - DVD $845.00 [Add to Cart]
  • Quality Service in the Public Sector - DVD Rental $295.00 [Add to Cart]
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Complaints and Quality Management - DVD

Produced - 1994

Free Online Preview

This witty program makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer and that's a problem that crops up again and again because no-one has attempted to solve the underlying issue.

But not in the way the manager of a retail operation responds - by conducting a witch-hunt. She comes to realize that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution and this often means getting different departments to talk to each other.

The benefits

  • Managers will learn how every complaint can be used to improve the quality process
  • Shows the importance of allowing staff to solve the problems and propose solutions that should be monitored against agreed targets
  • Better quality products and processes lead to fewer complaints, improved morale and more satisfied customers.

Program includes: DVD (28 mins), Briefcase Booklet and Discussion Guide.

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Quality: You Don't Have to Be Sick to Get Better - DVD

Free Online Preview

This dramatic program by international quality expert Dr. Richard Chang shows employees how their personal actions can make a huge difference throughout their entire organization and ultimately in the minds of the customers who benefit from the products or services supplied by their organization.

Managers and other leaders will receive practical steps for implementing quality and for showing their employees who express resistance to ongoing improvement how changes in their processes can make a tremendous impact.

Training Points:

  • How to define needs and expectations of the customer
  • How to analyze, measure, and improve work processes
  • How to achieve quality at the individual level

Run time 20 minutes

  • Quality: You Don't Have to Be Sick to Get Better - DVD $795.95 [Add to Cart]
  • Quality: You Don't Have to Be Sick to Get Better - VHS $795.00 [Add to Cart]
  • Quality: You Don't Have to Be Sick to Get Better -DVD Rental $295.00 [Add to Cart]
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Dashboard - DVD

This course is also available for online training, see details below.

Free Online Preview

The Dashboard tells the compelling story of one company's unique approach to gathering and distributing information about the health of their organization.

Younger Brothers Construction was struggling to make the transition from a good company to a great one. People throughout the company had different ideas of the company's goals, and while they "measured everything that moved", they didn't always know how to act on their findings. Working together, the management team at Younger Brothers set an over-arching goal for the company: to build homes faster, better, and cheaper. To reach that goal, they realized they needed measures, but first they had to prioritize and narrow down the many metrics they currently tracked.

After gaining consensus on what measures mattered the most in the achievement of their goal, Younger Brothers created their "dashboard" - a single graphical tool which displayed key factors describing the company's current performance. Like the dashboard of a car, this tool provided an instant reading of how they were doing. If the needle was in the green, that metric was good. If it was in the red, problems needed to be solved…immediately. It was distributed to employees throughout the company and everyone knew how to read the gauges and act on those readings.

This approach changed the way Younger Brothers did business and the results were dramatic. Their productivity and profits rose, safety improved, and everyone could see how they contributed to the company's success.

After viewing The Dashboard program and participating in the workshop exercises, trainees will: Recognize the need for measurement within their department or organization Identify metrics that can lead to improved performance Begin to set up a plan to measure and respond to selected metrics.

Program Includes: 7.5 minute VHS or DVD, Leader's Guide with reproducible participant worksheets, CD-ROM with PowerPoint Presentation and worksheets

Online Training Option

  • Pricing - $9.95 per user
  • Minimum order - $500
  • Users receive a post-test and certificate of completion. You set the test’s passing grade.
  • You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

Please contact us by email if you have more than 1000 users for special pricing options.

Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95

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Living The Vision On The Job: Facilitator Kit

A Personal Commitment To The Organizational Strategy

An organization's strategic vision is a roadmap for the future. It defines the direction in which the organization is headed, the market position it intends to occupy, and the capabilities it plans to develop. Through Living The Vision On The Job, participants learn how to develop and align their personal visions, missions, and values with those of their organization to become more self-motivated and productive.

Skill-Based Program Content

  • Aligning the work of employees with the organization's vision
  • Achieving the organization's mission through day-to-day work activities
  • Modeling the core values of the organization when interacting with customers and associates

Facilitator Kit:
The Living The Vision On The Job Facilitator Kit includes materials listed below and must be purchased to order Participant Kits:

  • Facilitator Guide
  • PowerPoint Presentation
  • Online Tools
  • Participant Kit (See below)

Participant Kit:
Participant materials required to support the training program are available. Each Living The Vision On The Job Participant Kit includes materials listed below:

  • Participant Workbook

  • Living The Vision On The Job: Facilitator Kit $349.99 [Add to Cart]
  • Living The Vision On The Job: Participant Kit $49.00 [Add to Cart]
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Empowering Employees - DVD

Enpowerment is the ability to let other assume the responsibilities, risks and rewards associated with making their own decisions. Are your employees empowered? Can they make decisions without having to ask their supervisor? Do you feel comfortable with them representing your company?

To help your company grow and thrive in today's competitive marketplace your employees need to play a major role in its success. They must make decisions that will enhance the productivity of your organization, and they must take ownership of both successes and problems. Discover how to make this happen with the new video training program Empowering Employees.

You'll learn:

  • What empowerment really means and how it can help your company grow
  • Which employees you can empower and why
  • The six key factors needed to empower your employees and motivate them for success
  • What really motivates your employees
  • When and how to provide needed feedback!

The Empowering Employees video training program comes complete with a DVD, audio CD and copy of the book Empowering Employees by L. Kristi Long.

Available in NTSC and PAL. Length: 30 minutes.

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The Goal: The Dramatic Version - DVD

Production Date - 1995 "The Goal" tells the story of Alex Rogo, a plant manager facing the threat of his plant's closure. The video follows Alex and his team as they use such principles as benchmarking and the theory of constraints to transform their mediocre division into a money-making machine.

Key Training Points:

  • How to identify and eliminate system bottlenecks
  • How to measure the viability of new ideas
  • How to rally your team behind the improvement process
  • How to revisit the entire process to facilitate ongoing improvement

Package Includes: 50 minute VHS video or DVD and Leader's Guide.

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50 Activities for Promoting Ethics within the Organization

This title is divided into five sections. Each section has ten exercises designed to stimulate discussion and promote inquiry regarding business ethics. The activities focus on Leadership, Corporate Citizenship, Salesmanship, Management, and Teamwork. Contributing to this collection is a range of trainers from a wide variety of disciplines and locations, including Europe, India, Canada, and a broad cross-section of the United States.

Training Objectives

  • Increase ethics awareness among managers, teams and sales personnel
  • Help develop values and guidelines
  • Provide training activities to support organizational ethics policies
  • Provide activities for practice in ethical decision-making

Training Methods

  • Icebreakers
  • Assessments
  • Role plays
  • Games

Time Guidelines: 50 activities vary in length from 15 minutes to 60 minutes.

  • 50 Activities for Promoting Ethics within the Organization $149.99 [Add to Cart]
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Card Games for Developing Teams

This versatile team development tool consists of a series of games for developing team effectiveness. The playing cards represent behavioral characteristics of effective teams and are designed to stimulate thinking and discussion.

The cards are divided into four sections of thirteen cards each. Each section covers an essential area of team development and is indicated on each card by an icon in the upper right-hand corner. The four areas of team development are: unity, communication, support, and performance.

Card Games for Developing Teams includes discussion games, card sorting and assessment games, acting and artistic games, as well as games involving the implementation of behaviors for team effectiveness. A learning objective is given for each game and activity along with a short summary and the approximate time needed. The simplest and most effective way to use the cards is for group discussion games and activities.

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Values and Ethics: Situations for Discussion - DVD

Lay a strong foundation for building and maintaining healthy corporate ethics. Program contains short dramatic vignettes that demonstrate typical every day situations of employees exhibiting questionable ethics.

As your managers struggle with the issues of ethics in the workplace, they may realize that your employees often do not have a clear understanding of the difference between ethical and unethical business practices.

The success of organizations who train their employees on ethics offers proof that honesty really is the best policy - for both your organization and your employees. That's why it's critical for you to clearly communicate exactly what the ethical and moral expectations are for your employees. Your organization's bottom line depends on it!

Values and Ethics can help your organization reduce wasted time and money, while increasing employee morale, confidentiality and productivity.

Synopsis

Values and Ethics is a series of 12 short dramatic What Would You Do? vignettes. Each situation is followed by a short video break to allow for group discussion. After each discussion, you can summarize by communicating your organization's policy on the situation presented.

Some video situations include:

  • Using an organization's toll-free number, copier and office supplies for personal use
  • Abusing confidential privileges
  • Wasting company time
  • Not being honest with coworkers and managers

Participants will learn to use the three-step checklist to decide if each situation is ethical: 1) Is it legal? 2) Is it a win-win situation? 3) Would you do the same thing if someone you respected were watching?

Key Training Points:

  • Recognize unethical employee behaviors
  • Implement ethical business practices
  • Understand your corporate ethics philosophy
  • Respond correctly to ethical situations
  • Develop a clear understanding of business ethics
  • Reduce wasted time, money and productivity
  • Discuss the three-step checklist to ethical decision making

Length: 12 min. Includes Training Leader's Guide and Doing the Right Thing book

  • Values and Ethics: Situations for Discussion - DVD $550.00 [Add to Cart]
  • Values and Ethics: Situations for Discussion - DVD Rental $295.00 [Add to Cart]