Notification: Speaker 1st ASQ European Conference

Received notification today. Proposal submission to the 1st ASQ European Conference was accepted.

Topic: “Achieving Effective Communication in the Age of Social Media!”


Focus Area: Leadership & Management

What Level of Expertise Does your Session Target? : Basic

Who is your Target Audience? :  Managers of Quality Systems

Learning Objectives:
– List the 4 segments targeted for effective communication.
– Describe the various types of communication channels.
– Describe and use Quality Tools that aide in achieving effective communication.

Communication is a means of connecting people or places. It is an imperative, crucial, critical (important does not quite cover it) component to any endeavor, interaction, relationship, undertaking, initiative. Communication MUST be agile in nature, even if organizational improvement activities are sluggish. All channels within & outside of an organization must be “catered to” (traditional / electronic).
Gone are the days when control over information was the domain of the communications departments! Social Media is King whether we like it or not. Information real or otherwise can circumnavigate the world in a few clicks resulting in loss of reputation, impact to bottom-line, loss of customers, incredible promotion of goods & services or condemnation of same. Agility is key i.e. responsive, in front of issues (not “head in sand”), proactive. Therefore, Communicating Effectively to Customers, Stakeholders, Management, Executive Leadership (segments) is crucial.
Session will define these segments, how they relate & impact Quality Management and the Quality Tools that aide in achieving, providing (catering to) effective Communication!

– Session will define crucial segments, how they relate & impact Quality Management;
– The various channels for effective communication;
– The appropriate Quality Tools that aide in achieving, providing (catering to) effective Communication.

Definition of Communication: “Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information, news, ideas and feelings but also create and share meaning. In general, communication is a means of connecting people or places. In business, it is a key function of management–an organization cannot operate without communication between levels, departments and employees.” (

Communicating Effectively to these segments: Customers, Stakeholders, Management, Executive Leadership

1. Customers
– Who?
– Relation to QM?
– Impact on QM

2. Stakeholders
– Who?
– Relation to QM?
– Impact on QM

3. Management
– Who?
– Relation to QM?
– Impact on QM

4. Executive Leadership (the buck stops here (allocate/approve budgets, resources, set Culture, etc.)
– Who?
– Relation to QM
– Impact on QM

– Channels of Effective Communication – * Define the channels (what, examples, how used)
All channels within and outside of the organization must be “catered to”. Channels (traditional / electronic):
a. In-person
b. Telephone
c. Mail (letters)

a. Email
b. Web (Chat/IM)
c. Social Media/Networks: Facebook, Twitter, Discussion Boards

With the above in mind, how can one get a grip on communicating effectively? Quality Practitioners have several tools at their disposal that can be used to address communication needs/requirements. Every initiative would benefit from their use:

a. Communication Plan= matrix of Target Audience, Message, Delivery Type, Frequency (Cadence), Owner (Responsible), Objectives, Notes

b. Stakeholder Analysis= identification of individuals/groups to affect or be affected by an action – sorting according to impact on and of the action.

c. Voice of Customer via Quality Function Deployment= defining customer needs or requirements and translating them into specific plans to produce products to meet those needs.

d. Project Management Dashboards= central, real time, display of organization/operations/projects performance.

* Elaborate on the above with: what the tool is, purpose, benefits/why, how it aides in Communication, sample (image)

Agility is key i.e. stay in front of issues (not “head in sand”), being proactive and acknowledge outreach. The proper use of the appropriate Quality Tools will go a long way to ensure that effective communication is given to all the relevant segments!

Invite attendees to share how they are addressing the Communication component with: Customers, Stakeholders, Management, Executive Leadership

– Q & A –