Topic: Quality and CSI - Drivers for a Successful Program
You’ve established a Quality Improvement program. You’ve assigned Quality and Continual Service Improvement roles within your organization. You’ve even had some project successes. But interest is waning. The program seems to be withering away as another failed attempt at the elusive target of service excellence. Everyone is back doing their “real” day-to-day work.
All too often, the most well-intentioned Quality and Service Improvement programs fail. Why does that happen? Are there ways to avoid pitfalls and have a thriving culture of CSI?
Based on learnings from a number of implementations of improvement programs, this discussion outlines observed snares and snags to highlight the key requirements of a successful and impactful Improvement Program within your organization.
Speaker: Ron Read
Ron Read is a Management Consultant with over 30 years of experience in roles that span Process Improvement and IT Service Management Delivery for clients and partners across Canada, USA and South America. Ron is a certified Lean Six Sigma Black Belt, delivering optimization, process efficiencies and improvement solutions resulting in substantial benefits for a wide spectrum of industries.
In addition to serving as an account recovery manager for multiple clients inclusive of Fortune 100 companies, Ron provided a measurement and validation framework to evaluate global delivery capabilities for the identification and replication of best practices across the organization, providing consistent and predictable service delivery.
Ron has developed continuous service improvement and strategic planning programs based on Lean Six Sigma for a variety of delivery organizations, provisioning additional value and enhanced competitiveness within existing engagements. Ron has also had the opportunity to develop and deliver Lean Six Sigma training and provide coaching for both Green and Black Belt candidates as they pursued their improvement projects and certification.
Ron has two daughters and two sons-in-law (who are brothers)! He and his wife have made Calgary home for almost 4 decades! When he is not working, you are likely to find him playing bass in an old time Rock ‘n’ Roll band!