| Description |
xiii, 283 pages : illustrations ; 29 cm |
| Contents |
Section 1. Quality Movement -- Basic Philosophy -- 1. Meeting Customer Needs -- 2. Continuous Improvement -- 3. Team Projects -- 4. Process Owner as Decision Maker -- 5. Data-Driven Decisions -- Leading Proponents -- 6. Dr. W. Edwards Deming -- 7. Dr. Joseph M. Juran -- 8. Philip B. Crosby -- Section 2. Changing the Culture -- Structure of a Quality Organization -- 9. Commitment with a Capital C -- 10. (Johari) Window of Opportunity -- 11. Quality Council -- 12. Team Building -- 13. Esprit de Corps -- Creating a Quality Environment -- 14. Defining the Environment -- 15. Truth about Listening -- Overcoming Barriers -- 16. Removing Barriers -- 17. Fear Factor -- Section 3. Processes -- Input -- 18. Customer-Supplier Chain -- 19. Quality In/Quality Out -- 20. Complain and Explain -- Output -- 21. Sumo for You? -- 22. Smart Charts -- 23. Warts and All -- Value-Added Steps -- 24. Beauty and the Least -- 25. Value the Value-Added -- 26. Leave Your Values at the Front Desk -- Section 4. Process Owner -- Empowering the Worker -- 27. Circle of Power -- 28. Question of Learning -- 29. Inverting Pyramids -- Recognizing Employee Contributions -- 30. Why Is a Manhole Round? -- 31. Continuous Improvement Possibilities -- 32. It's No Fib: It's Fibonacci -- Open Book Management -- 33. Great Game -- 34. There Are Numbers in Safety -- 35. Never Fool the Players -- Section 5. Customer Satisfaction -- Getting Close to the Customer -- 36. Customer's Lament: "I Can't Get No Satisfaction" -- 37. Define or Decline -- 38. You Can Quote Me on That! -- 39. Customers' Dream Team -- Determining What the Customer Expects -- 40. Leadership Vacuum -- 41. Mutual Understanding -- 42. Reducing Customer Frustration -- 43. Frontwards and Backwards -- Section 6. Roles Quality Advocates Play -- Champion |
| Summary |
"Quality and continuous improvement training doesn't have to be intimidating or dry! Dip into this treasury and discover a wealth of games, energizers, activities, brain-teasers, and quizzes that will add zest to learning sessions--for trainees and trainers alike." "Each activity is ready for you to present, complete with pages that can be photocopied and used as handouts or overhead transparency masters. You'll quickly "get the goods" on each lesson by scanning the Objective, Materials Needed, Mini-lecture, Steps to Follow, Discussion Questions, and Game Stretchers." "If time requirements are tight, never fear. Each user-friendly lesson also tells how to lengthen or shorten games to fit your schedule. Book jacket."--Jacket |
| Subject |
Employees -- Training of -- Handbooks, manuals, etc.
|
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Training.
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Total quality management -- Study and teaching -- Handbooks, manuals, etc.
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Management games -- Handbooks, manuals, etc.
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| Genre/Form |
Handbooks and manuals.
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Handbooks and manuals.
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| LC no. |
95040601 |
| ISBN |
0070115036 paperback |
|
0070115028 looseleaf |
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