INSIDE What’s · Phone: 901.543-3530 • Fax: 901.543.3510 • • [email protected] 22 North Front, Suite 200 • Memphis, TN 38103 4 A Model for Global Best Practices

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MSQPC–The Quality CenterA partnership of the Memphis Regional Chamber

and Southwest Tennessee Community College

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Spring 2014

Quality Cup

A Model forGlobal Best

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Quest for Excellence

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22 North Front, Suite 200 • Memphis, TN 38103 901.543.3530 • (Fax) [email protected]

BLACK BELT IN EFFICIENCYPg. 1

What’sNew at MSQPC?

Twenty-one years ago, when Dr. Donn Fisher stepped into the role of executive director and CEO of the Mid-South Quality/Productivity Center (MSQPC), he knew he’d have to make some changes to keep the Center alive. “When I started there, MSQPC was just a training center,” he said. “I knew I had to change that business model if I wanted to make it sustainable, so I added consulting ser-vices. One program we’re particularly proud of is our Lean Six Sigma training,” Dr. Fisher said. “We brought it into Memphis 12 years ago. Since then, several organizations have gone through it and certified their staff and managers to be yellow, green or black belts. It’s a whole new wave of looking at quality in our organizations.”

Lean Six Sigma is a statistical method to assist companies in improving efficiency and eliminating waste in its processes, giving those businesses new methods for defining, measuring, analyzing and controlling their operations and financials. On average, companies that have implemented Lean Six Sigma processes have improved their bottom lines by $500,000 to $1 million.

During the training, participants must identify and complete a sustainable project that shows a dollar amount cost savings for their companies. Belt colors represent different levels of training and different roles in that project, with yellow belt serving as an introduction to Lean Six Sigma and green and black belt for mid-level employees and managerial implementation.

Phone: 901.543-3530 • Fax: 901.543.3510 • www.msqpc.com • [email protected] North Front, Suite 200 • Memphis, TN 38103

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A BLACK BELTIN EFFICIENCY

By ERINN FIGG for Memphis Crossroads MagazineVolume 3, 2013

Shellee Williams, manager at MSQPC, serves as the liaison between MSQPC’s clients and its 18 consulting associates. In the past, she said, Lean Six Sigma methodology was limited to the manufacturing industry, with its origins at Motorola. Now, the same methodology also is applied to the healthcare, finance, packaging and government sectors, among others.

“In working with several clients across the city, most have one common interest, and that is to get a high level of productivity and efficiency from their workforce while still maintaining the standard of quality that their consumers have become accustomed to,” Williams said.“Lean Six Sigma training helps them reach that goal.”


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Monte Massongill, quality management project leader and Lean Six Sigma master black belt with Methodist Le Bonheur Healthcare, is a Lean Six Sigma instructor with Le Bonheur and a consultant with MSQPC.

“The program gives participants a toolbox and helps them to be data-driven. It also helps them learn to lead projects, provide coaching and mentoring, and improve their communication skills,” Massongill said.

Last year, MSQPC offering a 16-week evening course in Lean Six Sigma to not disrupt participants’ work schedules. In the past, participants would have to take off three weeks of work to complete the training. This 16-week model covers material for all three belt levels.

“We’ve noticed a real uptick during the last six months,” Dr. Fisher said. “We are seeing a much more positive future with a lot of companies here in Memphis and the Mid-South in terms of what they’re investing in training.”

Over the last year, MSQPC has trained nearly 25 Smith & Nephew employees in Lean Six Sigma and is providing coaching to assist with project completion. Upon certification, the Lean Six Sigma Black Belt graduates received a certificate and embroidered black belt in commemoration of their accomplishment. Certification indicates mastery of the statistical methods to eliminate waste and improve efficiency in their organization’s processes. The Lean Six Sigma Black Belt graduates receive a certificate and embroidered black belt in commemoration of their accomplishment.

Beginning this spring, college credit will be offered to MSQPC Black Belt participants. For more information on Lean Six Sigma Black Belt training,visit msqpc.com/business-solutions/lean-six-sigma-training.

2014 Greater Memphis Chamber Quality CupThe Mid-South Quality Productivity Center (MSQPC) is now accepting applications for the 2014 Greater Memphis Chamber Quality Cup. The Quality Cup honors teams and organizations that have made significant contributions to their employers’ quality improvement programs and exhibit best practices. The award is aligned with the former RIT (Rochester Institute of Technology)/ USA Today Quality Cup Team Award and the Malcolm Baldrige National Quality Award, and is the only team-based award nationally recognized by the Malcolm Baldrige National Quality Program. The winning teams serve as role models, regionally and nationally, encouraging others to accept and establish principles and practices that lead to continuousimprovement and customer satisfaction.

In 2013, MSQPC presented six teams with the Greater Memphis Chamber Quality Cup:

INTEREST LEVEL Baptist College of Health Sciences: Front Desk Operations

CHALLENGE LEVELCity of Germantown: The A-Team (Agenda)Methodist Healthcare—Affiliated Division, Solus: Safely Implanting Vendor-Owned Surgical ImplantsMethodist LeBonheur Healthcare: Reduction in Help Desk Wait TimeMethodist LeBonheur Healthcare: Improving Associate Educational Data Management

PROGRESSIVE LEVELMethodist LeBonheur Healthcare: Spreading Improvements Identified by RCA Reviews

QUALITY CUP PLATINUM AWARD WINNER- City of GermantownThe Platinum Quality Cup is given to an organization that has shown exemplary performance and results in seven categories: Leadership, Strategic Planning, Customer Focus, Measurement,Analysis and Knowledge Management, Workforce Focus,Operations Focus and Results.

3Phone: 901.543-3530 • Fax: 901.543.3510 • www.msqpc.com • [email protected]

22 North Front, Suite 200 • Memphis, TN 38103

Quality Cup

The

awardPresented by Greater Memphis Chamber and

Southwest Tennessee Community Col lege


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A Model for Global Best PracticesBy Toni Lepeska for Memphis Crossroads Magazine

Volume 2, 2013

They considered New York. They put Chicago on the list. They would leave Bangkok to visit some of America’s most successful businesses, conduct a “Global Best Practices” tour. “Memphis wasn’t even on the radar screen,” said Dr. Donald Fisher, executive director and CEO of the Mid-South Quality & Productivity Center (MSQPC). But then, Fisher learned through a Google search that the King of Thailand was an avid Elvis fan.

A delegation of Thailand business executives and the head of the Federal Thailand Productivity Institute (FTPI) spent six days in Memphis, arriving April 27. They interacted with representatives from 50 Memphis businesses to discover what works best and to graft those successful practices into corporation operations in Thailand. FTPI representatives also helped MSQPC, its international partner, celebrate 25 years in existence.

MSQPC serves as a resource center providing consulting, training and expertise in corporate productivity. Fisher, who came to head MSQPC 20 years ago, is always scouring the globe for innovative practices to bring home to Memphis. He’s traveled to dozens of countries including most recently Dubai, a wealthy, cutting-edge city in the United Arab Emirates. He soaked up information on corporate sustainability during the visit and went ice skating “in the middle of the desert. It was like real snow. It was just unreal,” Fisher said.

The visits demonstrate the impact Memphis business has on the global economy, said Fisher. “We’ve alwaystried to stay ahead of the curve … so we bring these practices back to the Mid-South,” Fisher said.“All Chamber members need to be thinking and acting globally. We’re in the middle of thecountry and we’re in the middle of a logistics center. We are just kind of the centerof the universe.”


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To market Memphis to the Thai delegation, Fisher promised a VIP tour of Graceland but he also offered much, much more. In all, the delegation toured eight sites. Elvis Presley Enterprises shared its practices on protection of trademarks and copyrights, and the delegation got a tour of the FedEx hub (FedEx flies to Bangkok), where Tanatch Tangsajanaphakul, with supply chain process development at a manufacturer and distributor in Bangkok, was impressed with the “HR style. They call each employee a team member … (and) the campaign to use the name of an employee’s child for new aircraft - this is a link between employee, family and work.”

From Smith & Nephew the delegation learned new product development. From St. Jude Children’s Research Hospital they heard about fundraising. From Southwest Community College they learned about workforce development. From the City of Germantown they heard about sustainable government and from Buckman Labs they learned about global corporate sustainability efforts. A tour of the Nike distribution center was of special interest – Nike makes athletic shoes in Thailand and then ships them to Memphis.

“The Memphis Chamber of Commerce is very proactive in promotion,” wrote FTPI representative Tassa Tassaneeya in ane-mail after returning to Thailand. “Dr. Fisher … has fulfilled our eagerness in learning best practices from visitingsites. The study mission members were impressed with all the visiting sites and the sharing by top managementlevel. As international relations manager, I expect a future collaboration betweenMemphis Chamber of Commerce and Thailand through FTPI.”

Donald C. Fisher, Ph.D. represented the United States at the Sheikh Khalifa Excellence Award’s Share Best PracticeConference in Abu Dhabi of the United Arab Emirates (UAE) in late September.

The conference consisted of Quality Award Administrators and Quality Award Winners in business excellence from around the world to present to UAE and other Middle Eastern organizations on how to succeed economically and in a sustainable and socially responsible manner.

Fisher described his time in Abu Dhabi as a unique experience, networking with people from Jordan, Saudi Arabia,Singapore, Russia, India, in addition to other parts of the world.

“The whole conference was a very elegant affair and the Awards Ceremony was held at the Emirates Palace Hotel,” Fisher said. “The best part was watching the Crown Prince (Mohammed bin Zayed Al Nahyan) give out the national quality award for Abu Dhabi.”

Fisher gave a presentation on how The Alliance for Performance Excellence supports the overall Baldrige Enterprise as a viable member which also includes the National Baldrige office, the Baldrige Foundation, and the American Society for Quality (ASQ). In addition, he presented a self-assessment process that he created for corporate sustainability, a method which aligns Baldrige Performance Excellence Criteria with the Triple Bottom Line of the Global Reporting Initiative (GRI) Index. This means the criteria for the Baldrige Award, a national honor that recognizes organizations for performance excellence, can also include the three pillars of corporate sustainability: economic, environmental and social performance.

“The conference organizers asked Quality Award Administrators from all over the world to explain how they presented the quality award for their country,” Fisher said. “Corporate sustainability is the trend for the future because it makes realistic business sense. Reducing waste and inefficiency within an organization can save money and protect the environment.”

Local Memphis companies are also benefiting from the methods in Fisher’s presentation. The City of Germantown and the Workforce Investment Network (WIN) are currently working with Fisher to create both a sustainable city government and workforce using the self-assessment process he created.

MSQPC CEO Presents on Best Practices for Corporate Sustainability at WorldConference in Abu Dhabi


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The head of a Memphis resource center that provides consulting, training and expertise in corporate productivity figured he would have the ear of the chief operations officer of the region’s trauma hospital. After all, Dr. Robert Sumter of the Regional Medical Center at Memphis was a Black Belt in Six Sigma, skilled in a technique designed to improve industry processes by defining defects and minimizing variability. He would understand the value of the training the Mid-South Quality & Productivity Center (MSQPC) offered in root cause analysis, a scientific methodology to get to the bottom of a problem in order to adopt corrective action and never repeat a mistake. So, Dr. Donald Fisher, executive director and CEO of MSQPC, asked for a meeting with Sumter.

Several months later not only had Sumter purchased a workshop for 20 of The Med’s employees but about 40 more employees in administration and nursing underwent training in root cause analysis (RCA) in October at the Greater Memphis Chamber offices. Dee Porter, with risk management at The Med, said the hospital had put employees through RCA training before but wanted to improve and broaden the ability of workers to engage in the problem-solving process and in so doing improve patient safety. “Now we’ve trained a much broader group of staff,” Porter said.

Duke Okes, Root Cause Analysis instructor, is author of Root Cause Analysis: The Core of Problem Solving. Almost every week of the year he is traveling, providing training to industries that want efficient ways of identifying problems and finding lasting solutions. A resident of the Tri-Cities area of East Tennessee, Okes contracts his services to MSQPC. He’s busy – business don’t give or get a pass anymore, he said. Increased competition requires them to be as perfect as possible in their processes. “We expect more frombusinesses today than we did 20 years ago,” Okes said. Okes teaches a detailed, scientific approach to clearly identifying a problem, defining what the expectations were prior to the problem and identifying the difference between the two and why the difference occurred. Perhaps someone was interrupted during the performance of a job or there was an equipment failure. Once these steps have been followed, a corrective course of action can be created that is designed to eliminate a repeat of the problem or mistake. “He’s the best in the country,” Fisher said of Okes.“He brings worlds of experience to The Med.” “The feedback I got from everybody is it was very valuable to them and will help them in leadership,” said Porter with The Med.

The Quality Center will conduct public Root Cause Analysis training on May 8-9, 2014.


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Rooting for SolutionsBy Toni Lepeska for Memphis Crossroads Magazine • Volume 4, 2013


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During November 2013, MSQPC conducted a strategic planning meeting with Workforce Investment Network (WIN). Members from various departments, under the direction of Dr. Donald C. Fisher, used the two-day session to review past strategic objectives and to establish new strategic objectives for FY 2014. Performance objective responsibilities were assigned to team members, along with senior staff members. Action items for each objective were given both review dates and completion dates.

“The Quality Center’s Baldrige-based strategic planning services were very thorough, engaging board members, management and staff in the 3-day process. Dr. Fisher’s experience was invaluable in assisting WIN refine its vision/mission and develop shared values, goals and strategies to fulfill our vision and mission.” said Melanie Winfield, deputy director of operations at WIN. The strategicplanning session ultimately resulted in the development of our local plan in Baldrige format.” WIN’s mission statement is to provide exceptional service to their customer, community and business partners while contributing to a skilled workforce. The FY 2014 Strategic Plan will provide the road map for achieving that mission.

MSQPC hosts Strategic Planning Meeting with Workforce Investment Network

Tennessee Center for Performance Excellence(TNCPE) WorkshopsInspiring TrustRoot Cause Analysis with Duke OkesMeeting Effectiveness7 Habits for Managers

CALENDAR OF EVENTSMarch 26-27, 2014:

April 11, 2014:May 8, 2014:

May 14, 2014:June 18, 2014:


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Process Activated Training System® (PATS) Formalizes On-the-Job Training (OJT) for Organizations NationwideMany organizations have discovered that the best trainers for their organizations are not outside consultants or training specialists but the people within their own organization(s) who have the most experience and understanding of every aspect of their company. These are employees are known, by their co-workers, as Subject Matter Experts (SMEs). Many organizations lack a reliable and consistent system that aids extends their employees’ subject matter expertise (SME) knowledge throughout their workforce. This in turn, can cause many internal quality and productivity problems within the organization, and ultimately lead to additional problems for the customer.

Dr. Donald C. Fisher, executive director/CEO of MSQPC, The Quality Center, through his extensive Baldrige-based assessment work with Fortune 500 companies over the past 20 years, identified a trend within organizations. This trend identified the tendency of many organizations that fail to formally capture the subject matter expertise of their own employees and fail to transfer this intellectual capital to other employees throughout their organization. Fisher further identified that

on-the-job training (OJT) is the preferred training delivery method of choice for most organizations for bringing their employees up-to-speed in their daily duties. The PATS System actively involves employees in the organization’s training process from start to finish; it recognizes their hands-on understanding of their jobs. It empowers them as the experts who know what is necessary in order to perform the tasks correctly and efficiently. SMEs become not only on-the-job trainers, but as role models and communicators who set significant examples by practicing correct and safe work practices.

Since PATS’ inception, many organizations have incorporated it into their core learning initiative for their labor force. Several notable PATS clients include: the United States Postal Service (USPS) nationwide, City of Germantown, Peabody Hotel Memphis, Partridge Inn in Augusta, GA, Baptist Hospitals of Kentucky, Memphis Light, Gas and Water (MLGW), Sears Logistics, and Memphis City Schools. Numerous other organizations not listed have utilized the PATS System to meet the training requirements of their Internal Auditor Standards; and to provide real-time knowledge for their various Six Sigma Green Belt and Black Belt projects. PATS’ Windows-based software helps an organization flow chart their most critical processes/practices. The PATS software transforms an organization’s flow-charted “best-practices” into a behavior-based training script that can be stored on an intranet and password protected for in-house employee use. To receive more information on the PATS System, please visit our website at www.processactivatedtraining.com.

MSQPC hosts the Tennessee Center for Performance Excellence (TNCPE) for workshop seriesMarch 26-27, 2014: Tennessee Center for Performance Excellence (TNCPE) Workshops$295 ($245 for TNCPE Discount for Chamber members)

Since its inception in 1993, TNCPE has provided over 1,200 organizations from myriad sectors – health care, service, education, manufacturing, government and non-profit – assessments and feedback. TNCPE trains regional professionals to provide these assessments as TNCPE examiners. Throughout the year, TNCPE hosts events that include low-cost workshops, best practice tours and training in performance improvement techniques. MSQPC welcomes TNCPE to Memphis as they conduct twoworkshops essential to any organization’s journey to performance excellence.March 26, 2014 Baldrige for Beginners: Introduction to the Criteria for Performance ExcellenceThe Criteria for Performance Excellence provides a framework for defining what is most important for an organization’s success, for determining how well current processes are working together to deliver that success, and for identifying areas for improvement that will increase customer, stakeholder, and employee satisfaction. This course is an introduction to the seven categories of best practices used by successful organizations. Learn how you can use the Criteria to better focus your organization, link strategies with the work you do, and achieve the results you want.March 27, 2014 TNCPE Application Writing WorkshopDeveloping an application for the Tennessee Center for Performance Excellence Award Program is a significant undertaking for any organization. Whether your organization is writing its first application, or continuing on its journey toward performance excellence, this full-day workshop will provide a wide range of useful information, including tips for writing the application to the Criteria, a discussion of how award levels are determined and insight into what to expect during a site visit.

To register visit: www.tncpe.org/register/baldridge-memphiswww.tncpe.org/register/appworkshop-memphis


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The Baldrige Award Ceremony, which will honor the 2013 Award recipients on Sunday evening, April 6Two in-depth plenary sessions featuring the senior leaders of the 2013 recipients as they share role-model leadership practices40 best practices sessions featuring current and former Baldrige Award recipients from all sectors sharing their proven strategies and real-world insights in strategic planning, customer focus, workforce engagement, and many more areas important tobusiness successA panel session featuring the two site-visited applicants who were recognized for category-level best practices in leadership in 2013Pre-conference workshops on the afternoon of April 6, 2014, for beginner and intermediate users of the Baldrige Criteria.These will be facilitated by leaders of former Baldrige Award-winning organizations.Opportunities to network with and learn from Baldrige recipients, applicants, Examiners, Alliance for Performance Excellence program representatives, as well as Criteria experts and users in all industries. Opportunities to meet conference sponsors

Register by March 10 for the $150 early bird discount!

For more information about the Quest for Excellence Conference, visit http://www.nist.gov/baldrige/qe/index.cfm.

For questions, contact the Baldrige Performance Excellence Program at (301) 975-2036 or [email protected].

This conference, which will showcase the best practices and lessons learned of the 2013 Baldrige Award recipients, along with those from past awardees, is being held April 6-9 at the Marriott Baltimore Waterfront in Baltimore, MD.

Highlights of Quest for Excellence include:


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MSQPC welcomes Dr. Michael Perich to its team of consulting associates.Dr. Michael Perich has been in education for 45 years and has held various leadershippositions including 15 years as an elementary and secondary school principal. He has been with Montgomery County Public Schools (MCPS) since 2000 and led the implementation of the Malcolm Baldrige Education Criteria for Performance Excellence into all schools and offices. Dr. Perich developed a Baldrige-guided school improvement planning process and trained the leadership teams from all 200 schools. This process has been in place for ten years. He established three Baldrige Quality Academies for teachers to learn how to move Baldrige into classrooms, resulting in many teachers throughout MCPS utilizing the concepts in their classrooms. More than 8,000 teachers have attended one of the academies. He also has led the development of a Process Management and Improvement (PMI) initiative resulting in the formalization of more than one thousand key processes in all offices, departments, and divisions. Dr. Perich directed the preparation and development of the 2010 application for the Malcolm Baldrige National Quality Award. On November 23, 2010, MCPS was named one of

seven recipients of the 2010 Malcolm Baldrige National Quality Award. Dr. Perich is a recent recipient of the C. Jackson Grayson Distinguished Quality Pioneer Medal awarded by the American Productivity and Quality Center in Houston, Texas. Recipients of this honor have made extraordinary contributions to furthering the cause of quality and process improvement in a variety of non-traditional organizations and sectors.They have used management processes, measurement activities and collaborative teamwork to achieve productivity and other beneficial enhancements to many organizations’ performance and mission. MSQPC Consulting Associate David Compton helps out at local company Consulting associate David Compton recently conducted Team Building training with Brother Industries USA. Mr. Compton, has over 30 years of experience in training and organizational development. In the Army he served as an Organizational Effectiveness Officer for a major headquarters and trainer and O.D. consultant to major Army installation units. For the past 23 years he has worked as an internal trainer and consultant in two healthcare organizations in the Memphis area. David holds a MS in System Management Technology from Murray State University and is certified to present Franklin Covey 7 Habits courses and Four Disciplines of Execution.

Additionally, he administers the Myers-Briggs Type Indicator, Emotional Competence Inventory of the Hay Group and the DiSC Indra of Inscape Publishing. He is a member of ASTD.

NEW TEAM MEMBERMonica HaynesMonica joined the Quality Center team in October 2013. She serves as both an Administrative Assistant and a Training Coordinator. Prior to joining the MSQPC team, Ms. Haynes interned for the Weakley County Prevention Coalition, a program that works to prevent and reduce the instances of underage drinking ,tobacco and both illegal and prescription drug abuse. Monica continues her service commitment to her community by remaining proactive in its overall improvement and development by serving as a member of the Tipton County Anti-Drug Coalition (ACT) and volunteering with various organizations such as the Boys and Girls Club of America and AmeriCorps. She is a graduate of The University of Tennessee at Martin, where she earned a Bachelor of Science degree in Criminal Justice and Sociology.

Dr. Michael Perich

CONSULTANT SPOTLIGHT

Memphis Chamber FoundationMSQPC-The Quality CenterP.O.Box 224Memphis, TN 38101-0224

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INSIDE What’s · Phone: 901.543-3530 • Fax: 901.543.3510 • • [email protected] 22 North Front, Suite 200 • Memphis, TN 38103 4 A Model for Global Best Practices