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Problem-Solving and Decision-Making Tools: Presented By: Karen Deering, Jon Ross, Mark Kesler
Problem-Solving and Decision-Making Tools: Presented By: Karen Deering, Jon Ross, Mark Kesler
Problem-Solving and Decision-Making Tools: Presented By: Karen Deering, Jon Ross, Mark Kesler
DECISION-MAKING TOOLS
Presented by:
Karen Deering,
CONTINUOUS PROCESS
IMPROVEMENT CYCLE
Mark…
Leadership and Customer Service
Jon…
Employee Involvement and Continuous
Process Improvement
Karen…
Supplier Partnerships and Performance
Measures
LEADERSHIP
As organizations are searching for new and/or better
ways to be successful, more attention and
accountability are being placed on those responsible
for charting the course, navigating the changes, and
keeping the organization afloat. The forces and factors
impacting organizations in the new millennium are
more interdependent, dramatic, fast paced, and
unpredictable. The complexity of what decision makers
in organizations must know and be able to do if
organizations survive and thrive is being influenced by
its leaders…
Leadership…Why, What and How?
Comment cards
Surveys
Focus Groups
Telephone
Customer Visits
Report Cards
Internet
Employee Feedback
MEET SID THE CAB DRIVER
Academic Assessment
Employee
participation
and
continuous
improvement
What is Academic Assessment?
(Employee involvement)
Timing of assessment
– Pre enrollment data
– Process – (during course) data
– Post enrollment data
Assessment tools
– Direct measures
– Indirect measures
Direct Measurement Assessment
Tools
Pre/post test
Course embedded tests
Portfolios
Capstone exam/project
Standardized exams
Performance assessment
Primary trait analysis
Professional certification
Indirect Measurement Assessment
Tools
Focus groups
Graduate survey / interview
Employer/faculty survey
Interpretation of measurements
Supplier Partnerships
and Performance Measures
Supplier Partnerships
Long Term Commitment Equal Quality Standards
Mutual Trust Cost, Quality, Overall
Goals and Objectives Value Added
Expectations and Values Understand Philosophy
Increased Efficiency Dependent &
Independent
Lower Costs
Innovation
Continuous Improvement
Performance Measures
Set Performance Customer Focused
Expectations East to Interpret
Benchmark Valued by the Employee
Continuously Improve the Vision, Mission, Quality
Process Policy Statements
Customer Satisfaction, Baseline - Benchmark
On-time Delivery, Record Findings
Absenteeism, and
Turnover
Analyze Results
Review and Update
Making
Decisions
Solving
Problems
The PDSA Cycle
Study Do
Continuous Process Improvement Cycle
Study Do