ASQ - Team and Workplace Excellence Forum

Online Edition — May 2004

In This Issue

In the Spotlight
Living Strategy

Integrating AQP
Letter From AQP’s President

Living Community Model Member Categories

Living Communities Model Questions and Answers


News Bites
In a Nutshell
Moving the Elephant
NFC Goes Electronic
Resources for Success
May 2004 News For A Change — Home Page

NFC Index

AQP Home

Resources for Success

Information of interest related to managing change, employee involvement and teams, leadership, education and training, quality principles and practices, and human resource management.

Check out our top picks to determine which articles from other publications you should read in their entirety.

Title: “10 Ways to Improve Employee Communication”
Magazine: Employment Management Today, Winter 2004
Author: Gail Auerbach

Description: More than nine in 10 managers rate themselves as good or excellent communicators, but only seven in 10 employees agree with them. When employees receive regular performance reviews, nine out of 10 express faith in senior management, more than five in 10 are optimistic about the company’s future, and more than seven in 10 say they are loyal to their employers, according to Randstad North America’s “2003 Employee Review.”

Title: “The Toll of a New Machine”
Magazine: Fast Company, April 18, 2004
Author: Charles Fishman

Description: It started with ATMs, then gas stations. Now self-service kiosks are taking over airports and invading McDonald’s restaurants. Is this the face of the jobless recovery? Or will automation make service better for workers and customers alike?

Title: “Overcoming Resistance to Change”
Magazine: Quality Progress, April 2004
Author: Brien Palmer

Description: Executives, managers, project sponsors, team leaders/members, etc., who try to improve their organizations often face resistance from those who will be affected by the change. This can cause the project to fail—even when the desired change is logical and necessary. The problem often lies with the change agent’s failure to attend to the healthy, real, and predictable reactions of people experiencing disturbances to their routines.

Not sure what current books are worth your investment? News for a Change recommends that you read the following recent releases and consider adding them to your bookshelf for future reference.

Title: Work Overload: Redesigning Jobs to Minimize Stress and Burnout
Author: Frank M. Gryna
Publisher: Quality Press
ISBN Number: 0873896246
Format/Length: Softcover, 232 pages
Price: $28.00 (AQP/ASQ Member)

Description: The challenges of a globalized market, increasing customer demands, and changing technologies are making business more complicated and leaving employees feeling overwhelmed. Many feel that this work overload is an unfortunate side effect of success. This book asserts that overload is a failure in work design, not workers, and it provides ways to identify and eliminate waste, as well as ideas for using the resources that freed up to prevent future overloads.

Title: Master Change, Maximize Success
Author: Rebecca Potts and Jeanenne LaMarsh
Publisher: Chronicle Books
ISBN Number: 0-8118-4170-7
Format/Length: Softcover, 160 pages
Price: $16.95

Description: Change is a given in any organization. This book teaches how to manage change and see it as a process that provides opportunities for creativity and leadership. The book contains practical suggestions and step-by-step work solutions that can invigorate organizations and drive growth.

Title: The HR Answer Book: An Indispensable Guide for Managers and Human Resources Professionals
Authors: Shawn Smith and Rebecca Mazin
Publisher: Amacom
ISBN Number: 0-8144-7223-0
Format/Length: Hardcover, 244 pages
Price: $24.95

Description: Almost every manager has to deal with “people” issues every day. Handling those issues the wrong way can create financial and legal problems for an organization. This book answers a multitude of everyday queries, common obstacles, and unexpected twists in an accessible question and answer format.

Bookmark the following sites to provide ready access to up-to-date information that can improve your organization’s performance, as well as your personal performance.

Sponsor: The National Institute for Occupational Safety and Health (NIOSH)

Description: This federal agency is responsible for conducting research and making recommendations for the prevention of work-related injury and illness. NIOSH is part of the Centers for Disease Control and Prevention (CDC) in the Department of Health and Human Services. NIOSH was established to help assure safe and healthful working conditions for working men and women by providing research, information, education, and training in the field of occupational safety and health. This Web site offers a wide variety of publications related to workplace safety and health issues.

Sponsor: Oracle Education Foundation

Description: ThinkQuest is an international Web site-building competition. Teams of students and teachers are challenged to build Web sites on educational topics. These Web sites are published in the popular ThinkQuest Library and top-scoring teams win valuable prizes. More than 5,000 Web site libraries are available with topics ranging from business and industry to social sciences and culture. To learn some tricks on how to improve your memory, check out the library at

Sponsor: Colorado Alliance of Research Libraries

Description: The Electronic Journal Access Project is the result of collaborative work by many individuals. The home page provides a title and subject organization of electronic serial publications (e.g., journals, newsletters, magazines, e-zines, webzines) on the Internet. It is part of a development effort by the nonprofit Colorado Alliance of Research Libraries (The Alliance). Searches can be conducted by keyword, subject, or title and can be limited to free publications or peer-reviewed publications.

Looking for the best conference to attend this year? Here are some possibilities that might meet your needs.

Conference: ASQ’s Quality Institute
Sponsor: American Society for Quality
Dates: June 7-9, 2004
Location: Milwaukee, WI
Price: $860 for AQP/ASQ members

Description: ASQ’s Quality Institute is specifically designed to provide attendees with a general introduction to the function of quality and the tools used to improve processes and business performance. Whether or not you work in the quality industry or profession, the Quality Institute (QI) brings you training built around concept, practice, and implementation of tested quality fundamental practices that work.

Conference: The Telling Ain’t Training Conference
Sponsor: American Society for Training & Development
Dates: June 14-15, 2004 and October 4-5, 2004
Location: Alexandria, VA
Price: $450 for ASTD members, $550 for nonmembers

Description: This conference offers an experiential approach to transforming “telling” into activities that result in long-term retention and behavior change. Despite the irreverent title, this conference tackles universal and persistent questions: How do learners learn? Why do learners learn? How do you make sure that learning sticks? The conference shows interactive, practical techniques to implement immediately to improve training programs.

Conference: Valuing Peace in the 21st Century: Expanding the Art and Practice of Conflict Resolution
Sponsor: Association for Conflict Resolution
Dates: September 29-October 2, 2004
Location: Sacramento, CA

Description: The conference will highlight the challenges and opportunities facing the field of conflict resolution in the 21st century and will present examples of innovative practice in a wide range of types and venues of conflict, including leading-edge theory and practice/best practices in conflict resolution.

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