Psychology of Quality - Updated version

The Aspects of Quality

Hosted by ASQ 1515 American Society for

Quality of Greater Palm Beach

September 28, 2010Palm Beach Florida

Hidden

The Psychology Behind the Processes

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TheAgenda

Introduction & Ice Breaker

Part A: What is Quality and PsychologyPart B: The Challenge of Implementing Quality SystemsPart C: The Measurement of Success Part D: Hands On Experience

Q&A, Conclusions and Feedback

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YourselfIntroduce

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Before we begin……

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Film, Photos………

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Remember Polaroid?

Instant Photos!

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Remember the Walk-Man?

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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?

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What Is Quality?

Quality is all about addressing effectively and accurately the … expectation gap!

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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

To

the

Relevant

Value

Delive

Stakeholders

Ring

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hinking

Ver

sus

Behavior

T

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The Body of Knowledge of Quality Manager• Basics of Quality Principles

• Leadership• Organizational and HR Issues

• Strategic Planning• Customer and Market Focus

• Information and Analysis• Process Management Solutions

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Loyalty versusSatisfaction

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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/

Loyalty versusSatisfaction

Virtual Absenteeism

Knowledge Migration

The Challenges of Implementing and

embedding quality as a culture

What is culture?

Organizational Culture

Define Develop Cultivate Sustain

Measure

Resistance

Motivation

Demographics

What is Success……or Failure?

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Measuring Success (or Failure)?

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Next ?

What’s

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The Natural Leader…

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Theories

Embracing

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questions?Any

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Feedback Survey

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Thank you!

Doron Zilbershtein

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