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!”

SM-Icons

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.

Description:
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!

– PURPOSE OF SESSION –
– 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.

– SUMMARY OF SESSION –
– INTRODUCTION –
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.” (www.businessdictionary.com)

(1)
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

(2)
– 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):
Traditional:
a. In-person
b. Telephone
c. Mail (letters)

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

(3)
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)

– CONCLUSION –
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!

– AUDIENCE PARTICIPATION / INTERACTIVE –
Invite attendees to share how they are addressing the Communication component with: Customers, Stakeholders, Management, Executive Leadership

– Q & A –

 

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After Water

This post got me thinking about the value of exercising Quality Thinking in all undertakings. If a situation is allowed to fester (unchecked, no intervention, no counter measures, minimal to no risk assessment, etc.), the results can be dire, irreversible, catastrophic, costly, high impact, etc.

A lot of invaluable lessons can be learned from this post…

#CHANGE #ENVIRONMENTALCHANGE #DROUGHT

Longreads

Susie Cagle | Longreads | June 2015 | 21 minutes (5,160 words)

The sun was going down in East Porterville, California, diffusing gold through a thick and creamy fog, as Donna Johnson pulled into the parking lot in front of the Family Dollar.

porterville-2-donna-truck_1200

Since the valley started running dry, this has become Johnson’s favorite store. The responsibilities were getting overwhelming for the 70-year-old: doctors visits and scans for a shoulder she injured while lifting too-heavy cases of water; a trip to the mechanic to fix the truck door busted by an overeager film crew; a stop at the bank to deposit another generous check that’s still not enough to cover the costs of everything she gives away; a million other small tasks and expenses. But at the Family Dollar she was singularly focused, in her element.

View original post 5,065 more words

Leadership (i.e. lack of) & Quality!

Reaching out to Quality brethren on the interweb about a topic I have been pondering for years. Success of any Quality undertaking relies heavily on it…

Much is and has been written about Leadership & Quality (mostly about the lack of leadership). What does “a lack of leadership” mean? Why is this crucial factor <leadership> so elusive within organizations? How can Leadership be realized, be the norm? What factors foster Leadership development, traits, characteristics, culture? Once Leadership has been realized, can it be lost  or how can it be sustained?

Lessons Learned Abound…

Been on a year long hiatus from journaling. I’ve missed making my thoughts visible – so much in the mind one can’t easily convey thoughts, revelations, aspirations, lessons, etc. Thoughts and words juggling for release from a mind cluttered with thoughts and words. This blog will be the continuation of my Project Management Journal. The focus here would be on Quality Management moments. Precious “lessons learneds” realized through the consulting, facilitation, project leading, team mentoring, team coaching moments. It feels great to be back in the “flow” again – pray it isn’t lost again 🙂

Quality Management word associations.

Quality Management word associations.

I have been contemplating, cogitating, pondering, musing about this topic for quite some time. How to prevent passion, zeal, the relentless pursuit for excellence from turning into the squeaky wheel that must be silenced/marginalized/uninvited/eliminated?

The brave world of the Quality Practitioner :)…