Mindset 1: Focus on Quality

Identify and implement quality improvements in work performed

Demonstrate and encourage a commitment to quality performance and continuous improvement

Strive for excellence

On-the-Job

Survey clients on expectations and requirements Conduct client satisfaction survey of internal and external customers Participate in reengineering projects to improve customer satisfaction and reduce cost

Education and Training

• Linking Customer Satisfaction, Quality and Financial Performance (University of Michigan, 313-763-1000, 1 week, $4650)
• Service Excellence: People, Process and Information (University of Virginia, 804-924-3000, 1 week, $4200)
• Cornerstones of Quality (Toastmasters International, 415-381-9363, Video with Study Guide, $90)
• How to Deliver Exceptional Customer Service (Fred Pryor Seminars, 800-255-6139, 1 day, $99)
• Customer Service Success(Dun & Bradstreet, 212-692-6600, 1 day, $165)
• American Management Association (518-891-1500)
     ---Total Quality Management Program, 3 days, $1550 - Also available as self-study course, $117)
     ---Quality Tools for Continuous Improvement, CD-ROM, $295
     ---Transformational Leadership: How to Implement TQM in Today's Business Culture, 3 days, $1550
     ---How to Lead a Business Process Improvement Effort, Self-Study Course, $117
• Process Management Workshop (The Rummler-Brache Group, 908-469-5700)
• Attend a Major Quality Conference; e.g., Conference Board 212-339-0345, 1-2 days - Held regionally in U.S.($745), Europe, Mexico and Hong Kong; Association for Quality and Participation, 513-381-1959

Reading

• The Total Quality Journey (The Conference Board, Report 1181, 1997, 212-339-0345)
• In Pursuit of Quality: Views from the Leading Edge (The Conference Board, Report No 1132, 1995, 212-339-0345)
• Leading Voices in Quality - A CEO Panel Report (The Conference Board, Report 1159, 1996, 212-339-0345)
• Global Quality: Competitive Successes and Challenges (The Conference Board, Report 1125, 1995, 212-339-0345)
• Quality (Harvard Business Review Reprint Series #49305, 617-496-1449)
• Karl Albrecht and Ron Zemke, Service America! (Dow Jones - Irwin, 1985)
• Philip E. Atkinson, Creating Culture Change: The Key to Successful Total Quality Management (Pfeiffer & Co., Code F77C44)
• Joe Batten, Building a Total Quality Culture (Crisp Publications, 800-442-7477)
• Peter Block, Stewardship: Choosing Service Over Self-Interest (Berrett-Koehler, 1993)
• Christopher E. Bogan and Michael J. English, Benchmarking for Best Practices: Winning through Innovation (McGraw-Hill, 1994)
• Carla Carter, Human Resource Management and the Total Quality Management Imperative (American Management Association, 1994)
• Edward Cohen-Rosenthal, Unions, Management and Quality (Irwin Professional Publishers, 1995)
• Robert E. Cole (ed.), The Death and Life of the American Quality Movement (Oxford University Press, 1995)
• Philip Crosby, Quality & Me: Lessons from an Evolving Life (Jossey-Bass, 1999)
• Barrin Dale and Cary Cooper, Total Quality and Human Resources (Blackwell, 1992)
• David A. Garvin, Managing Quality: The Strategic and Competitive Edge (Free Press, 1988)
• Richard T. Greene, Global Quality: A Synthesis of the World's Best Management Methods (Irwin Professional Publishing, 1993)
• Jack Hagan, Management of Quality: Strategies to Improve Quality and the Bottom Line (ASQC Quality Press, 1994)
• H. James Harrington and James S. Harrington, High Performance Benchmarking (McGraw-Hill, 1996)
• Alexander Hiam, Closing the Quality Gap: Lessons from American's Leading Companies (Prentice Hall, 1992)
• Masaaki Imai, Gemba Kaizen: A Commonsense, Low-Cost Approach to Management (McGraw-Hill, 1997)
• Dennis C. Kinlaw, Continuous Improvement and Measurement for Total Quality (Pfeiffer & Co., Code 770C15)
• Linda Lash, The Complete Guide to Customer Service (John Wiley & Sons, 1989)
• Edward E. Lawler, Employee Involvement and Total Quality Management: Practices and Results in Fortune 1000 Companies (Jossey-Bass, 1992)
• William M. Lindsay and Joseph A. Petrick, Total Quality and Organization Development (St. Lucie Press, 1996)
• Peter Mears and Frank Voehl, The Executive Guide to Implementing Quality Systems (St. Lucie Press, 1995)
• Paul Murphy, Harvey Brelin, Lyell P. Jennings and Kim Davenport, Focused Quality: Managing for Results (St. Lucie Press, 1994)
• James G. Patterson, ISO 9000: Worldwide Quality Standards (Crisp Publications, 800-442-7477)
• Mario Perez-Wilson, Six Sigma: Understanding the Concept, Implications, and Challenges (Advanced Systems Consultants Press, 1999)
• Tom Peters and Nancy Austin, A Passion for Excellence (Random House, 1985)
• Joseph A. Petrick and Diana S. Furr, Total Quality in Managing Human Resources (St. Lucie Press, 1995)
• William Roth, Quality Improvement: A Systems Perspective (St. Lucie Press, 1998)
• Marshall Sashkin and Kenneth Kiser, Putting Total Quality Management to Work (Berrett-Koehler, 1993)
• James G. Shaw, Customer-Inspired Quality (Pfeiffer, 1997)
• Ron Zemke and John Woods (eds), Best Practices in Customer Service (AMACOM, 1999)