Presentation by Doron Zilbershtein, Miami Florida - Updated version

1. The Aspects of Quality Hosted by ASQ 1515 American Society for Quality of Greater Palm Beach September 28, 2010 Palm Beach Florida Hidden The Psychology Behind the Processes Solutions Performance Through Culture

2. Th e Ag e nda Introduction & Ice Breaker Part A: What is Quality and Psychology Part B: The Challenge of Implementing Quality Systems Part C: The Measurement of Success Part D: Hands On Experience Q&A, Conclusions and Feedback Solutions Performance Through Culture

3. Y o urself Intr o duce Solutions Performance Through Culture

4. Before we begin…… Solutions Performance Through Culture

5. Film, Photos……… Solutions Performance Through Culture

6. Remember Polaroid? Instant Photos! Solutions Performance Through Culture

7. Remember the Walk-Man? Solutions Performance Through Culture

8. Solutions Performance Through Culture

9. Perfection? Consistency? Eliminating waste? Fast delivery? Compliance with policies and procedures? Providing a good, usable product? Doing it right the first time? Free of defects? Total customer service and satisfaction? What is Quality? Delighting or pleasing customers? The Right Price? Solutions Performance Through Culture

10. What Is Quality? Quality is all about addressing effectively and accurately the … expectation gap ! Solutions Performance Through Culture

11. What is Psychology Industrial-Organizational Psychology is the area of psychology that uses psychological research to enhance work performance, select employee, improve product design, and enhance usability. Source: http://psychology.about.com/od/psychology101/f/psychfaq.htm Psychology is both an applied and academic field that studies the human mind and behavior. Research in psychology seeks to understand and explain thought, emotion, and behavior. Applications of psychology include mental health treatment, performance enhancement, self-help, ergonomics, and many other areas affecting health and daily life. Source: http://en.wikipedia.org/wiki/Psychology

12. To the R elevant V alue Delive S take holders R ing Solutions Performance Through Culture

15. Loyalty versus Satisfaction Solutions Performance Through Culture

16. An increase in customer loyalty 7 to 10 times more to the cost of recruiting a new customer than to keep an existing one! 5% An increase in loyalty of just 95% Lifts lifetime profits per customer by as much as 95%. 10% 2% in some sectors, equivalent to a cost reduction of Source: http:// www.brandkeys.com/whoweare /

17. Loyalty versus Satisfaction Virtual Absenteeism Knowledge Migration

18. The Challenges of Implementing and embedding quality as a culture What is culture ?

19. Organizational Culture Define Develop Cultivate Sustain Measure

20. Resistance Motivation Demographics

21. What is Success… … or Failure ? Solutions Performance Through Culture

22. Measuring Success (or Failure )? Solutions Performance Through Culture

23. Next ? What’s Solutions Performance Through Culture

24. The Natural Leader… Solutions Performance Through Culture

25. Theor i es Embrac i ng Solutions Performance Through Culture

26. questio n s? A n y Solutions Performance Through Culture

27. Feedback Survey Solutions Performance Through Culture