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Defining & Achieving the ROI of Quality in Service

Format Virtual

Achieve strategic goals and results through best practices. In this course, you’ll use a system to define quality initiatives based on the five key areas that senior leaders care about the most. Leverage these five areas to demonstrate the clear value of quality systems to organizational leaders.

You achieve strategic organization goals and results through quality best practices. You’ll learn how to communicate this relationship to senior leaders who are not immersed in the quality profession and take the concepts of ROI, management relations, and effective communication to the next level. Senior leaders evaluate concepts and determine priorities based on five key focus areas:1. Financial 2. Customer growth and retention 3. Operational efficiency 4. Leveraging of current/future technology 5. Employee engagement Use a system to define quality initiatives for review and approval by senior management, including defining the value proposition based on the five focus areas. Leverage the five areas to demonstrate clear value of quality systems and other best practices.

Course Data

  • CEU Hours: 0.4
  • Length: 4 Hours
  • ASQ RU: 0.4
  • Provider: WebEx Training
Course Overview

Learning Objectives:

  • Address senior management using the five key focus areas when assessing the impact of a quality management system on strategic projects, processes, and initiatives: 1) financial, 2) customer growth and retention, 3) operational efficiency, 4) leveraging of current/future technology, and 5) employee engagement.
  • Cover the “key aspects” for each of these five areas to ensure demonstrating clear value of quality systems elements and other best practices.
  • Define and communicate quality’s value to the strategic challenges and core competencies of the organization.
  • Use the tools and templates for converting the language and goals of quality into the language and goals of senior management. This includes preparing and presenting quality issues and solutions in the most compelling way to gain support and approval of advancing the role of quality in the organization.

Who Should Attend:

Quality managers, consultants, operations managers, Lean Six Sigma Green and Black Belts, and ISO champions should attend this training.
  1. Common reasons why leadership sees — or does not see — the value of quality
    1. Research findings
    2. Pitfalls to avoid
    3. Hot points to hit
    4. Language to use
  2. Identifying an organization’s core competencies and strategic imperatives
    1. What are core competencies?
    2. Where to get the information internally
    3. Use of benchmarking to define strategic goals for quality
    4. Developing “importance” factors for the value proposition
  3. Introduction to the five focus areas for ROI
    1. Overview
    2. Review of each focus area with a mini-case example
  4. ROI case application and small group exercises
    1. Calculating ROI & Net Present Value (NPV)
    2. Scenario 1: Case application to learn the proposed tools & templates
    3. Scenario 2: Assess the strengths and Opportunities for Improvement (OFIs) of the case presented
  5. Wrap up
    1. Summary of key points
    2. Setting personal goals to apply course

Detailed Course Description

The value of quality to achieving strategic organization goals and results has been proven by many research studies and by the many organizations that have shown this value through their commitment and effective use of quality’s best practices.

Yet, senior leaders are not always thinking in the same terms or using the same language as those of us who immerse ourselves in the quality profession.

For external consultants, this course helps to drive the development and more effective proposal process for projects related to enhancing quality management systems.


Attendees will receive a PDF copy of the course content upon logging into the live session. After the course, attendees will receive an electronic copy of the book: “Quality Makes Money: How to Involve Every Person on the Payroll in a Complete Quality Process (CQP)” by Pat Townsend & Joan Gebhardt.

System Requirements
Here is what you need to participate in an ASQ web-based, self-paced, or instructor-led virtual WebEx course.

Registration Email

After course registration, you will receive an email with access instructions. If you do not, please check your email junk, spam, or clutter folders. If the email is not there, please contact ASQ. For virtual WebEx courses, you will receive another email 24 hours prior to the start of class containing additional access information.

Technical Requirements

  • Computer – PC or Macintosh
  • High-speed internet connection
  • Adobe Flash Player 10.3 or later
  • Windows: Internet Explorer 8 or later, Google Chrome (latest version), Firefox (latest version)
  • Mac: Safari 7 or later, Google Chrome (latest version), Firefox (latest version)
  • For instructor-led virtual WebEx courses, a speakerphone or telephone headset in a designated room or space with no distractions (preferred)

NOTE: Refer to product description for any additional system requirements.

WebEx – Virtual Course: Advance Preparation and Student Information

Join a Test Session

We strongly suggest that you join a WebEx test session in advance of your scheduled virtual training, using your preferred web browser. This can help prevent problems launching content the day your training begins.

If you do not have administrative privileges on the SAME computer you will be using the day of your training (i.e., your workstation within your organization) you may need the assistance of your local IT/IS help desk staff for the platform to engage correctly.

To join a test session (meeting), click here and enter your name and email address to join. If successful, you will see a screen that says "Congratulations! Your system is now set up properly ..."

Deactivate Pop-up Blockers

You should deactivate any pop-up blockers, spam filters, and company firewalls that could prevent the WebEx client platform or web-based course from working properly. Third-party toolbars such as Bing, Yahoo, and Google should also be disabled due to their own pop-up blocking capabilities.

Cancellation Policy
ASQ reserves the right to cancel or re-schedule courses and to change instructors. Please be advised that in the event of a course cancellation, ASQ is not responsible for airfare penalties or other travel related expenses you may incur.
  • If you need to cancel, we will refund your paid registration fee as noted below.
    • Requests for cancellations/transfers received at least 5 business days before the start of the course receive a full refund/transfer.
    • Requests received within 5 business days of the course starting incur a $150 processing fee.
    • After the course starts, there are no refunds or transfers.
    • Registrants who fail to attend without advance notice are liable for the entire course fee.
    • If you cannot find a substitute, we can transfer your course fees to another ASQ course of your choice.
  • You must successfully complete the entire course or program before IACET CEUs and a Certificate of Completion can be awarded.
Timothy King CMQ/OE, CQA, CQI

Enrollment Details

Format: Classroom
Format: Virtual

An Internet-based, instructor led course utilizing web and teleconferencing technologies to allow students to interact without traveling.  Virtual courses offer interaction with instructor and students via phone and Internet capabilities. Students have access to interaction both with the instructor and other students in an Internet-based learning environment (white board, Q&A tools, application sharing, and breakout rooms).  Virtual courses are classroom-like experiences offered using the latest Internet tools.

No Offerings Scheduled English List: $369 Member: $269



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