 AQP Connections
AQP Happenings
2003 Team Excellence Award Winner Updates
Its Story
Almost one year after being named the Gold winner at
the 2003 AQP Team Excellence Competition, the
Fidelity Wide Processing (FWP) team continues to
improve and provide inspiration across the company.
FWP provides innovative solutions in publishing,
fulfillment, regulatory mail, scanning, and
transaction processing to other Fidelity Investments
business units.
FWP’s Incoming Customer Correspondence
Process Improvement Team focused on improving the
processing of incoming documents for Fidelity
Employer Services Co., the division that services the
benefits needs of more than 13 million employees at
11,600 companies. Its job is to ensure that incoming
transaction processing documents, such as customer
correspondence with checks, new accounts, and other
maintenance items, are in good order prior to being
scanned and uploaded into customers’ workflow
systems. This process was targeted for improvement
because of the large potential for positive impact it
could have on customer service. The team introduced
measures to improve quality, service delivery, and
cost.
Since receiving the Gold award last year, FWP
continues to look for process and quality
improvements. The increase in self-esteem that was
associated with winning the award ties in with
FWP’s Success Model’s foundation of
associate satisfaction and loyalty by increasing (or
continually improving) associate engagement.
There has also been an increase in interest across
Fidelity in training for surrounding improvement
methodologies. The company is looking at both lean
concepts, as well as quality defect improvement
processes such as the DMAIC quality
process—define, measure, analyze, improve, and
control—to rigorously identify root causes of
existing inefficiencies, develop solutions, pilot and
implement improvements, and measure the results.
The team’s story and experiences since
winning the award will be presented during
ASQ’s 2004 Annual Quality Congress in Toronto,
Canada. Learn more about the teams presentation at
http://wcqi.asq.org
.
ASQ Notes
Keynote Speakers Announced for 58th Annual
Quality Congress
This year’s Annual Quality Congress, May 24-26,
features three keynote addresses, as described
below:
- Dr. James A. White will speak
on “Leadership and Success” from 8:30
to 10:30 a.m. on Monday, May 24. White is
chancellor at the University of Arkansas, where he
has engineered far-reaching changes for the
institution, which operates in one of the most
economically and educationally challenged states in
America.
- On Tuesday, May 25, the conference will open
with Dr. Jennifer James’
address on “Thinking in the Future
Tense” from 8:00 to 9:15 a.m. James is an
urban cultural anthropologist, and her presentation
will focus on qualities that contribute to better
leadership such as perspective, cultural knowledge,
and valuing diversity. She will explain that
success in business and life requires rapid change,
and that leadership in the new millennium must be
“different” to be effective.
- Keith Harrell will present
“Positive Attitude Toward Change” on
Wednesday, May 26, from 7:30 to 9:15 a.m. Harrell
is known across corporate America for his
energetic, innovative presentations. He is a
dynamic performance coach who specializes in
changing behaviors through a positive
attitude.
Learn more about ASQ’s 2004 Annual Quality
Congress at http://wcqi.asq.org.
Educational Opportunities Announced for
April and May
More information on the courses and webinars
described below can be obtained at www.asq.org/training-and-certification.html
.
Webinars
The following ASQ webinar is scheduled for May. It
includes four, 90-minute sessions and participants
will receive 0.6 CEUs/ASQ RUs. The fee is $485 per
site. Missed sessions can be viewed as archives.
Title: Value Stream
Mapping
Presenter: Anthony Manos
Dates: May 4, May 6, May 11, and
May 13, 2004
Start Time: 11:30 a.m.
Pacific/12:30 p.m. Mountain/1:30 p.m. Central/2:30
p.m. Eastern
Description: Value stream
mapping is a tool used to follow a
product’s production path from beginning to
end, including a visual representation of every
process in the material and information flows.
Then a future-state map of how value should flow
is created.
Public Training Courses
Title: Introduction to Quality
Management (#04147)
CEUs: 3.38
Date: April 19-23, 2004
Location: Cleveland, OH
Description: This course
provides a comprehensive review and working
knowledge of key elements contained in
ASQ’s Certified Quality Manager and
Certified Quality Improvement Associate bodies of
knowledge and the Malcolm Baldrige National
Quality Award Performance Excellence criteria.
The course is designed to provide participants
with the QM principles, techniques, tools, and
skills for on-the-job application useful in a
wide range of businesses and
organizations—service, manufacturing,
government, education, healthcare, etc.
Title: Linking the Balanced
Scorecard to Business Results (#04169)
CEUs: 1.3
Date: May 6-7, 2004
Location: Milwaukee, WI
Description: What do the
service-profit chain, the balanced scorecard, the
Malcolm Baldrige Award, and the European Quality
Award all have in common? Each embraces the
principle that organizational leadership,
internal processes and activities, employee
commitment and productivity, customer value and
loyalty, and financial results are inextricably
connected, and that no organization or enterprise
can thrive unless it successfully manages all the
links in this organizational “value
chain.”
Title: Facilitating Teams and
Groups (#04176C)
CEUs: 3.0
Date: May 25-28, 2004
Location: Toronto, Canada
Description: As organizations
move toward team-based environments, employees at
all levels must have an understanding of how
teams work and how they can complement the
overall quality and performance goals of the
organization. In this four-day course, attendees
gain an understanding of group dynamics and how
they affect the success of teamwork. They also
will learn facilitation skills to increase
meeting effectiveness, including communication
and conflict resolution techniques, and how to
develop critical team roles and
responsibilities.
Title: Strategic Quality
Planning (#04136C)
CEUs: 1.95
Date: May 26-28, 2004
Location: Toronto, Canada
Description: This three-day
course helps build an integrated quality/business
strategic plan that mutually complements both
quality and business objectives by understanding
the guiding principles for strategic quality
planning, internal/external environmental
analyses, implementation (matching culture and
strategy), the role of leadership and vision,
benchmarking, and the Baldrige Award strategic
planning criteria.
Featured e-Learning Course
This self-paced course can be taken at any time or in
any location where the participant has access to a
computer and an Internet connection. Participants
have 60 days to complete the courses once they
begin.
Title: Introduction to
Measurement and Calibration
Estimated Length: four hours
Description: A thorough
knowledge of measurement science is key to
maintaining quality standards. This course is
designed to help participants master the
principles and practices of metrology. It
features basic to advanced topics, including an
introduction to metrology, development and
concerns, standards and standardization, setting
up and managing a metrology system, and units of
measure and instruments used in various
parameters.
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