ASQ - Team and Workplace Excellence Forum

Online Edition — June 2003

In This Issue
When Executive Coaching Shifts
to Clinical Consultation
Observations From a “Reinvented” Coach
Leading Wholeheartedly:
A Quality Approach
Full Engagement Leadership
Looking Toward the Future
AQP’s Team Excellence Award Evaluation Criteria



AQP Connections
Articles in Brief
News Bites
What’s Up?
The Help Desk

Book Nook

Our Readers Say

June 2003 News for a Change—Home Page


NFC Index

AQP Home

News Bites
Information of interest from other publications related to quality, participation, change, and leadership

Fourth Quarter ACSI Results Decline Slightly
The overall American Customer Satisfaction Index (ACSI) declined slightly in the fourth quarter of 2002, to 72.9 on a 100-point scale from 73.1 in the third quarter.

The fourth quarter survey specifically measured satisfaction with the quality of products and services in the e-commerce, retail, and finance sectors.

Satisfaction with e-commerce saw a significant increase of 6.4% to 78. All companies measured in that category—retail, auction/reverse auction, and brokerages—saw improvement. Travel sites were measured for the first time and had scores in the high 70s and low 80s.

Retail satisfaction held fairly steady with a small decline of 0.3% to 75. The financial sector score declined 2.8% overall to a score of 74.

Excerpted with permission from Quality Progress, Vol. 36, No. 4, April 2003.

New Baldrige Resources Available
Several new resources are now available at the Malcolm Baldrige National Quality Program Web site at, as described below:

  • The 2003 Handbook for the Board of Examiners summarizes basic information about the award and about the processes used in evaluating applicants. Its intent is to help ensure fair and thorough evaluations of applicants and to guide examiners in fulfilling their responsibilities. Although designed specifically for the MBNA Board of Examiners, many organizations find the handbook helpful for preparing internal assessors.
  • Getting Started has been updated and describes a 10-step process for self-assessment for any organization using the Baldrige Criteria for Performance Excellence. It also provides reasons for considering a self-assessment and determining if your organization is ready. Further resources for self-assessment and action are included.
  • BALDRIGE: Business/Education Partnerships are Working Well provides insight into how organizations can create win-win relationships through business-education partnerships. Within the Baldrige community, businesses and education organizations view each other as key suppliers and partners. In this CEO Issue Sheet, four Baldrige Award recipients—Solectron Corporation, Granite Rock, University of Wisconsin-Stout, and Solar Turbines—explain how they have developed partnerships with local school systems and businesses that benefit both the community and the organization by training educators in the Baldrige criteria; preparing students with practical work experience; keeping the curriculum relevant to current job and organizational needs; and providing college scholarships, job shadowing opportunities, and support for K-8 education.

ASTD Announces Excellence in Practice Award
During its upcoming International Conference and Exposition in San Diego, the American Society for Training and Development (ASTD) will present five Excellence in Practice Awards for outstanding workplace learning and performance programs to the following organizations:

  • Delta Airlines Inc., Atlanta, GA, for its career development course, “Learning Designer and Learning Facilitator Development and Evaluation Track,” developed in conjunction with Lead America Consulting & Training, Rosewell, GA, and the University of Georgia, Athens, GA.
  • Hewlett-Packard Company/HP Services, Littleton, MA, for its workplace learning and development course, “Managing Success Management Development Program.”
  • Hewlett-Packard Company/HP Services, Novi, MI, for its career development course, “Management Career Development in a Global Environment,” developed in association with ESI International, Arlington, VA.
  • Toyota Motor Sales, U.S.A., Inc., Torrance, CA, for its workplace learning and development course, “Toyota Quality Financial Management—A Customer-Driven Professional Development Continuum.”
  • Verizon Communications, Inc., New York, NY, for its electronic learning technologies course, “Forging an Enterprise-Wide E-Learning Strategy.”

Additionally, 50 citations will be given to 31 organizations from nine countries for programs in these categories: career development, electronic learning technologies, managing change, organizational learning, performance, improvement, technical training, training management, valuing differences, and workplace learning and development.

For more information on ASTD’s Excellence in Practice program, see ASTD’s Web site at .

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