Organizational Development, Performance Improvement and Managing Change.
Cost of Quality
Process Improvement Program Elements Proposal for Northwest HealthCare, Inc.
Quality management in a service focused organization is a key to improved customer satisfaction , and it ultimately generates improved business results . Improved performance that stems from enhanced quality can be quantified in dollar terms , and in terms of other non-monetary metrics . Either way , understanding the cost and benefit of providing quality at every process level is a key first step in any Cost of Quality ( COQ ) program. Read More...
World Class Performance
Isn't That What We Are Really After?
What separates world class performers from everybody else? I have held the notion, like many of us, that hard work and innate talent were the key factors in outstanding success of world class performers. Recent research looks comprehensively at the science behind the highest levels of achievement, and it does a fine job of bursting this delusion. Read More...
Performance Excellence
Quality and Process Improvement Programs
Pride and work ethic cannot get you there; you need structured, proven strategies and consistent, intense facilitation to make effective changes—both incremental and step change improvements. If it is business as usual, you will achieve the usual results. Let us help you make the necessary changes to achieve unusual results. Read More...
Positive Leadership
Impacting the Bottom Line
Quality management in a service focused organization is a key to improved customer satisfaction , and it ultimately generates improved business results . Improved performance that stems from enhanced quality can be quantified in dollar terms , and in terms of other non-monetary metrics Read More...
Structure Skill Improvement Workshops
Ideal for Customer Service, Problem-Solving, Team Building and Implementing Business Improvements Designed skill training to specific industries, such as health care, food services, insurance, call centers, etc. After each session participants are given a homework assignment to complete before the next session . Read More...
The Steps of Change
Key Skills:
AWARENESS: Define the change. UNDERSTANDING: Collect your Data. Define the Goal. Outline the Benefits. Clarify the Change. ACCEPTANCE: Make a Commitment. Take Positive Action - Respond Behaviorally. CHANGE: Practice and Repeat to assure Permanent Success. Read More...
The Change Memo
Whether you are communicating a change up or down the organizational chart, verbally or in written format, use The Steps of Change to organize your communications.
"Many times customers call in and end up speaking with several different representatives. This has caused confusion and frustration for both the customers and us."Read More...
Steps to Performance Improvement
Investigate and Identify
The expected level of performance (established performance standards) Examples of actual performance – focus on specific behaviors How the actual performance is affecting the work The possible consequence to the employee if performance is not corrected What steps the employee and supervisor will need to take to correct performance Read More...
Self-development Planning
Self-development Plan
As stated before, the real success of any seminar or self-development process is not the time you spend in the classroom, but the amount of information and skills you are able to integrate in to your everyday living, whether on the job or at home. The following SELF-DEVELOPMENT CONTRACT is designed to help you implement new skills and/or change unproductive behaviors in your everyday environment. Read More...
How to Teach the Steps of Change
A simple six letter word - change
Not only is it important for consultants to understand the process of change, it is essential that they explain it to the people they work with. Adult learners have expectations, and it is critical to take the time upfront to clarify and articulate all expectations before getting into content. Helping participants identify what will happen with them during a training session enables them to take individual steps toward positive and lasting improvement. Read More...
Change Management Course booklet
Action Brainstorming Sheet
As you work with this manual and any supplemental materials, exercises or presentations, list on this sheet of paper any ideas, skills, learnings, concepts, and/or changes you think would be effective for you to implement and practice back on the job. Read More...
The documents in this section are provided as a variety of resources for you to use with these topics. In the
Organizational Development and Performance Improvement areas you receive a couple of documents that outline the concepts in proposal form—how to present the ideas to a customer or your boss. The World Class Performance document applies research to training and organizational development. It shows how you can use research to increase and improve performance.
Positive Leadership is exactly that! It is true, recognition and positive energy in an organization gets results; it has a direct impact on the bottom line; it moves it up dramatically.
The Managing Change sections gives you a number of resources from the model in my book, Ready, Aim, Change—A Toolbook for Managing Personal Change. You'll have access to a memo to outline change to your group or entire organization, the steps for improving performance in any situation and a Self-Development action plan and an outline of the Steps of Change model to use for coaching and teaching situations. Finally, you receive and entire course booklet with interactive exercises, handouts and more. Click and Learn. Have Fun and Good Luck.
Organizational Development
Process Improvement Program Elements Proposal for Northwest HealthCare, Inc.
Quality management in a service focused organization is a key to improved customer satisfaction , and it ultimately generates improved business results . Improved performance that stems from enhanced quality can be quantified in dollar terms , and in terms of other non-monetary metrics . Either way , understanding the cost and benefit of providing quality at every process level is a key first step in any Cost of Quality ( COQ ) program . Read More...
World Class Performance
Isn't That What We Are Really After?
What separates world class performers from everybody else? I have held the notion, like many of us, that hard work and innate talent were the key factors in outstanding success of world class performers. Recent research looks comprehensively at the science behind the highest levels of achievement, and it does a fine job of bursting this delusion. Read More...
Performance Excellence
Quality and Process Improvement Programs
Pride and work ethic cannot get you there; you need structured, proven strategies and consistent, intense facilitation to make effective changes—both incremental and step change improvements. If it is business as usual, you will achieve the usual results. Let us help you make the necessary changes to achieve unusual results. Read More...
Positive Leadership
Impacting the Bottom Line
Quality management in a service focused organization is a key to improved customer satisfaction , and it ultimately generates improved business results . Improved performance that stems from enhanced quality can be quantified in dollar terms , and in terms of other non-monetary metrics Read More...
Structure Skill Improvement Workshops
Ideal for Customer Service, Problem-Solving, Team Building and Implementing Business Improvements Designed skill training to specific industries, such as health care, food services, insurance, call centers, etc. After each session participants are given a homework assignment to complete before the next session . Read More...
News from our Blog!
WEEKLY REMINDER (5 – 2011)
Trust is like impulse; you just do it. Certain regions in the brain are stimulated when we associate primary rewards like pleasant touch or memories or a picture of a loved one. As leaders, we need to learn to re-trust … Continue reading
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WEEKLY REMINDER (9 – 2011)It takes a lot of energy to be negative. Frowning takes 64 muscles while smiling takes 13. It takes almost 5 times as many muscles to stay in a bad mood. I wonder if you hate your job and your … Continue reading