This program describes the differences between the hard work of true improvement and an illusion of progress. It discusses how to institutionalize successful improvements. It addresses special problems women and minorities face in attaining executive positions and offers practical solutions. The presentation provides a detailed discussion of finance and the creation of financial black holes. It then examines relationships among executives and their peers, employees, suppliers, customers, and the community.
Discussion includes leadership's accountability to work and family and whether both can be served.
Detailed topics in quality are then explored, including difficulties in implementing quality improvement and policies that make quality the fabric of an organization. This program, featuring the Juran Institute's chief executive officer, describes some of the key aspects of self-assessment and creating an active implementation plan. It focuses on measurement, including customer satisfaction, company culture, and internal waste. The presentation describes how to develop a strategic quality plan, how to deploy the plan throughout the organization, and how to develop action plans to achieve strategic goals and objectives. This program summarizes the key conclusions and recommendations of the Quality Forum study.