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You came filled with beliefs and values. To take in new, you must discard the old.
If you want to learn, you must discard old "truths."
1.
Have an Aim
- Clarify the vision, mission and purpose
- Know
what the Guests require
- Design the processes to serve the Guests
- Strive
to exceed Guests’ requirements / expectations
- Treat suppliers
like partners
"Begin
with the end in mind". Stephen Covey 2. Have a Method
- Establish
teamwork and values to guide behavior
- Define and use a process to
close the gap between current state and desired state
3. Have a Means
of Measurement
- Use measures for everything you intend to manage
"Improvement
is required and survival is not mandatory." W. Edwards Deming
External
learning
New ideas
2.
Leading measures
Historical perspective
After the fact
Not
affected by change
Leading vs. Lagging Measures Leading
vs. Lagging Measure Examples
Leading
# of readers
#
of complaints
Turn time
Cycle time |
Lagging
#
of graduates
# of lost customers
Cost of business
Profit |
What
do your Guests say about you?
What does your
staff say about you?
What do your performance
measures say about you?
Measure
what you treasure.
(Thanks
to Wangari Matthai, Kenya - 2004 Nobel Peace Prize Winner)
2.
Misguided or misinformed
1. Staff
2. Processes
3. Facilities
System
Matrix Example
What’s Most Important
| Staff
| Process | Facilities
| Measures
s | Safety
| Training
in policies and techniques
| Evacuation plan
Fire drills
| Emergency
access
Fire alarms
| Incidents
Injuries | Caring
| Hire
people who are good with people
| Express appreciation
| Clean
Orderly
| Satisfaction
Surveys
| | Trust | Autonomy | Orientation
to goals, policies, processes | Open access | Survey
Results | | | | | | | | Evaluations | Development
Plans | Reviews | Inspections | System
Evaluation |
What
are we trying to accomplish?
How would we
know that a change is an improvement?
What
changes can we make that will result in improvement?
- Identify problems
- Determine
the root cause
- Eliminate the potential for repeat and potential problems
Performance
Maturity Levels
Maturity
Level | Performance
Level | Guidance
| 1
| No
formal system
| No systematic approach is evident,
poor results or unpredictable results
| 2
| Reactive
system
| Problem- or correction-based
system is in use, minimum data or improvement results available
| 3
| Stable,
formal and improving system
| Well defined systematic
processes, early stage of systematic improvements, data available on conformance
to objectives and evaluation of trends
| 4
| Continual
improvement emphasized
| Improvement process routinely
in use, good results and sustained improvement trends
| 5 | Best-in-class
performance | Well integrated improvement processes,
best-in-class performance and good results demonstrated (financial success, loyal
customers and outstanding staff) | 
 Biography
Linda
Bankoski
Managing Director, Education & Assessment
SpaQuality
LLC 30+ years of
quality leadership experience in a wide variety of industries:
Multifaceted
career as a healthcare professional, corporate trainer, customer advocate, market
researcher, culture change pioneer & business advisor.
People-
& goal-oriented & motivated by opportunities to learn, encourage &
inspire others.
Over
30 years of international experience leading, coaching, consulting, & training,
she has helped a variety of organizations succeed & thrive.
Mobilized
resources & coordinated teams to accomplish regulatory compliance (FDA) &
ISO 9001 implementation & certification of quality management systems.
Board of Examiners
of the Malcolm Baldrige National Quality Award for 5 years
Frequent
speaker for the American Society for Quality (ASQ).
Good Manufacturing Practices
Auditor (FDA regulations) for 25+ years
ASQ
Certified Quality Auditor for 15+ years
RABQSA
International Certified Quality Systems Lead Auditor
Certified
Lead Assessor Quality Management Systems (ISO 9001)
Lead
Assessor Occupational Health and Safety 18001
Past
president of the Board of Directors for the Delaware Quality Consortium, Inc.
(Delaware Quality Award) & the Delaware ASQ
Adjunct
professor in the Continuing & Professional Studies at the U of DE
Lead
instructor in the Quality Management Certificate Program
Developed
& teaches courses on the The International Standards of SpaExcellenceSM &
tools & techniques for spa system improvement & problem solving
Copyright
2006 Linda Bankoski, SpaQuality LLC
reprinted with permission
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Advancing the Spa Industry Through Quality Management Standards,
Education, Assessment and Certification.
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