National Quality Institute National Quality Institute

and and

Canada Awards for Canada Awards for ExcellenceExcellence

Who We AreWho We Are

• NQI is an independent, not-for-profit organization

• We are proudly Canadian• We are a ‘service-driven’ organization • We are dedicated towards Helping Canada

work better.

NQI Mission StatementNQI Mission Statement

NQI Vision

•To be a global leader in promoting and building organizational excellence

NQI Mission Statement •Helping organizations to continuously improve performance and results by providing innovative national criteria, progressive implementation programs, services and certification

Canada Awards for Excellence Canada Awards for Excellence Vice-Regal Patronage Vice-Regal Patronage

Her Excellency the Right Honourable Michaëlle Jean C.C., C.M.M., C.O.M., C.D.,

Governor General of Canada

Canada Awards forCanada Awards for Excellence Excellence

QualityQualityHealthy WorkplaceHealthy Workplace

EducationEducationSmall Business Customer ServiceSmall Business Customer Service

HealthcareHealthcare

CAE Mission StatementCAE Mission Statement

CAE Mission Statement •To inspire organizations by promoting excellence and showcasing their success as role models in an interdependent global economy that benefits all Canadians

Recognizing ExcellenceRecognizing Excellence

NQI Canada AwardsFor Excellence

Stanley Cup

Oscar

Super bowl

Grey Cup

Olympic Medals

Grammy

Recent CAE Award winnersRecent CAE Award winners

• Presented annually to private, public and not-for-profit sector organizations that have displayed outstanding performance in the areas of Quality and Healthy Workplace. Since 1984 hundreds of organizations have received this award including:

– 3M– Xerox– R.H. King Academy – Telus– DaimlerChrysler – Delta Hotels – Statistics Canada – Region of Peel – NuComm International – Dofasco Inc., – IBM– American Express– Lawrence Heights Middle School

Our Board of GovernorsOur Board of GovernorsGreat-West Life WSIBXerox Town of MarkhamNuComm International Region of PeelDaimlerChrysler Trillium Health CentreAtomic Energy PowerstreamCanadian Blood Services AMEXSun Life International Trade Hill & Knowlton Treasury BoardKenmar IBM Canadian Business/Rogers CeridianPurolator Canada PostAlterna Bank Cdn Nuclear Safety

Commission

A Strategic Focus on ExcellenceA Strategic Focus on Excellence

– Employer of Choice

– Motivated Employees

– Healthy Employees

– Satisfied customers/citizens

– Social Responsibility

Canadian Framework for ExcellenceCanadian Framework for Excellence

Canadian Framework for a Healthy Canadian Framework for a Healthy WorkplaceWorkplace

Healthy Workplace vs. WellnessHealthy Workplace vs. Wellness

• Not just a fitness program

• Comprehensive approach

• Sustainable results

• Integrated with business planning

• Senior leaders engaged

• Wellness of people considered in everything you do

• Not a quick fix

• It’s a change in CULTURE

Leadership Client Focus

People Engagement

Planning &

Programs

Process Management

Supplier/ Partner focus

Principles for Excellence

Sustained Organizational Performance

Integrated Criteria for H/C

©NQI.2005.

Quality & Healthy Workplace linkageQuality & Healthy Workplace linkage

• Excellence through quality is more than about product/service quality

• In the final analysis –”quality of life”• To sustain quality - better focus needed on

employee health and wellness • Strategic issue linked to productivity and

competitiveness

Mental HealthMental Health• 1 out of 5 employees has a mental disorder• 1 out of 8 receive effective interaction• 25 out of 1,000 per year are disabled by mental

illness• 30 – 40% of disability claims = mental disorders• Average cost to employers $1,000 per employee per

year, 500 employees = $500,000• $33 Billion per year in lost production alone

Source: Mensante Corporation and Business and Economic Round Table on Addiction and Mental Health

Low Employee Satisfaction Low Customer Low Morale Satisfaction

Low Commitment Low Trust

Low Loyalty Low Retention

Low Motivation Low Creativity

Impacts of Stress - EmployerImpacts of Stress - Employer

Dr. Martin Shain

High EffortLow Reward

+High DemandLow Control

Costs of Stress in the Workplace Costs of Stress in the Workplace Employee CostsEmployee Costs

3x Heart Problems

2x Substance Abuse 3x Back Pain

2x-3x Injuries 5x Certain Cancers

2x-3x Infections 2x-3x Conflicts

2x-3x Mental Health Problems

High EffortLow Reward

+High DemandLow Control

(“Stress”)

Dr. Martin Shain,

Stress in the Workplace - Social CostsStress in the Workplace - Social Costs

Higher Health Care System Costs

Higher LawHigher Social EnforcementService Costs Costs

Lower Social, Political Participation

Less Community Vitality

Decrease in Quality of Life

High EffortLow Reward

+High DemandLow Control

Dr. Martin Shain

Why use a Framework?Why use a Framework?

• Set of “right things to think about”

• Consistency of focus

• Conceptual base

• Integrates initiatives

Organizational Initiatives

©NQI.2001

NQI Criteria - strategic improvement focus

©NQI.2001

Key Findings from Canada Awards Key Findings from Canada Awards for Excellencefor Excellence

• Visible and committed leadership

• Impact of whole system of work

• Employee engagement

• Agreed set of comprehensive measures

• Integration into business plan

• Culture for quality

Some Results Reported by Some Results Reported by CAE WinnersCAE Winners

• 91% improvement in employee turnover• 215% increase in cost savings• 90% increase in customer satisfaction• 33% increase in employee satisfaction• 82% reduction in cycle time• 59% in price savings to clients• 57% decrease in injuries• 55% increase in employee pride• 48% increase in trust in leadership

NQI Products and ServicesNQI Products and Services

NQI PEPNQI PEP®®

• Organizations of all types are in the PEP programs– private sector

– public sector

– not-for-profit

– large & small

• Quality, Healthy Workplace, Tourism, Education, Healthcare, Government

• Provides a framework and recognition for achievement along the way

• Not a quick fix

• Re-certification every 2 years

NQI PEPNQI PEP®®

Roadmap for implementationPractical methodology for evaluationExternal validation & Certification Progression sustains “focus”Levels Three/Four – candidates for

CAE Award

1. Commitment

3. Implementation

2. Planning

NQI PEP®

©NQI.2002

4. Sustainability

One NQI PEPOne NQI PEP® TestimonialTestimonial“The National Quality Institute’s ‘Progressive Excellence Program’

provided our organization with a common sense, balanced approach to improvement that stopped our ever-tightening spiral of change driven by outcomes - in our case becoming competitive. The result of adopting the NQI Program has been lower stress, less anxiety, improved morale, and true progress against strategic goals. As a result, our employees are happy to come to work, our customers are satisfied, we are more efficient, and management is happy. Could you ask for more?”

Mr. R. (Bob) Ferguson, P.Eng.,Continuous Improvement,Maritime Forces AtlanticDepartment of National Defence

AwarenessAwareness and Education and Education

• We have the tools and experience to assist you:• training• coaching• surveys• assessments• planning• certification• products• customized services

…………………………. anywhere in Canada

Individual Certification - Individual Certification - Leadership Excellence ProgramLeadership Excellence Program

• NQI offers a certification program for professionals to be recognized for their expertise in Quality and Healthy Workplace.

• Completing all five levels of the program will earn individuals two recognized NQI designations.

• Certified Excellence Professional (NQI CEP®)• Certified Excellence Leader (NQI CEL®)

Individual Certification - Individual Certification - Leadership Excellence ProgramLeadership Excellence Program

NQI MembershipNQI Membership

• Quarterly member network meetings• Members only web site• Free services• Board of Governors • Events - Summit and CAE Oct 24 - Healthy Workplace Week Oct 23• Many more benefits

Benefits for youBenefits for you

• Sustainable improvements

• Productivity

• Efficiency

• Financial performance

• Competitiveness

• Customer/citizen/client loyalty

Dr. Martin Shain

Kathryn Cestnick cestnick.kathryn@nqi.ca

1-800-263-9648 ext 240

www.nqi.ca

Please contact us at NQIPlease contact us at NQI