Session 301: Standards-Based, Process-Driven Service Improvement

Tuesday, November 12 at 2:15 PM

Having trouble maintaining and sustaining continual improvement efforts? Upgraded to the next version of your tool and all movement has stopped? Can't find answers to the boss's "what's in it for me?" We've all been there. The key to a successful improvement effort is providing a long-lasting impetus for improvement. Experience shows that using only one methodology and one management framework or model eventually shows its weaknesses and gaps, often just at the point where you're getting over the hump. Momentum stalls and the project is abandoned. The simple answer is to combine the best parts of several frameworks and methodologies under a unifying structure. In this session, Paul Fordiana will identify common myths, weaknesses, and strengths about several mainstream models, and describe how to leverage defined standards to give your improvement effort the strength and legs it needs to sustain itself.