ASQ - Team and Workplace Excellence Forum

Online Edition — March 2004

In This Issue

In the Spotlight
Bombardier Recreational Products
Moving the Elephant
Empowerment—Seeing the Elephant


AQP Connections
The Help Desk
News Bites
In a Nutshell
Resources for Success
March 2004 News For A Change — Home Page

NFC Index

AQP Home

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 .

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

Educational Opportunities Announced for April and May
More information on the courses and webinars described below can be obtained at .

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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