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Focuses on the concepts, thinking, and systems necessary for management to operationalize the Continuous Quality Improvement (CQI) philosophy. This book offers readers a series of exercises and explanations that can help them master the skills required to identify the management systems they need to support their quality improvement.
List of contents
Leadership and Continuous Quality Improvement (CQI) Introduction to Leadership Exercise 1: Profile of a Leader Exercise 2: CEO's Role Exercise 3: Facilitator's RoleCreating a Sense of Urgency Exercise 4: Creating a Sense of UrgencyEstablishing Direction Exercise 5: AT&T's Vision Exercise 6: The Reporter Exercise 7: The Pesky ReporterSupporting Strategies and Guiding Principles Exercise 8: Developing Objectives and StrategiesOverview of Successful Quality Councils Standardized Inputs Exercise 9: It's a Good Idea, Just Do ItRoles of a Successful Quality Council Personal Commitment Exercise 10: Strategies for Personal Commitment Sponsoring Teams and Providing Resources Exercise 11: Strategies for Sponsoring Teams and Providing Resources Exercise 12: Coaching and Communicating Exercise 13: Quality Indicators Exercise 14: Tackling Quality Problems Personal Quality Checklist Exercise 15: Your Own Quality Improvement Checklist Recognition and Rewards Exercise 16: Developing a Recognition and Rewards Program Reporting and Evaluating Quality Results Exercise 17: Reporting Key Quality Factors Performance Evaluations: Overview Exercise 18: Task-based Performance Evaluations Exercise 19: Employee Performance Evaluations Factors in Executive Performance Exercise 20: Executive Performance EvaluationsEmpowerment, Engagement, and Encouragement Exercise 21: Building an Empowerment Strategy Exercise 22: Empowerment Application Exercise 23: It Wasn't My Fault, OfficerUnderstanding the Consumer Internal and External Customers Exercise 24: Involving Support DepartmentsImplementing a Consumer-Focused Measuring System Survey Development Exercise 25: Creating Your Measurement System Strategy Exercise 26: Your Perception of Quality Exercise 27: Measuring PerceptionsDefining Consumer Quality A Model for
Summary
Presenting an unusual and unique system for Continuous Quality Improvement (CQI), this new book is geared for executives who want or need to support quality improvement in their organizations
