National Quality Institute and Canada Awards for Excellence

Who We Are NQI is an independent, not-for-profit organization We are proudly Canadian We are a ‘service-driven’ organization We are dedicated towards Helping Canada work better.

NQI Mission Statement NQI Vision To be a global leader in promoting and building organizational excellence NQI Mission Statement Helping organizations to continuously improve performance and results by providing innovative national criteria, progressive implementation programs, services and certification

Canada Awards for Excellence Vice-Regal Patronage Her Excellency the Right Honourable Michaëlle Jean C.C., C.M.M., C.O.M., C.D., Governor General of Canada

Canada Awards for Excellence Quality Canada Awards for Excellence Quality Healthy Workplace Education Small Business Customer Service Healthcare

CAE Mission Statement CAE Mission Statement To inspire organizations by promoting excellence and showcasing their success as role models in an interdependent global economy that benefits all Canadians

Recognizing Excellence NQI Canada Awards For Excellence Stanley Cup Oscar Super bowl Grey Cup Olympic Medals Grammy

Recent CAE Award winners Presented annually to private, public and not-for-profit sector organizations that have displayed outstanding performance in the areas of Quality and Healthy Workplace. Since 1984 hundreds of organizations have received this award including: –3M –Xerox –R.H. King Academy –Telus –DaimlerChrysler –Delta Hotels –Statistics Canada –Region of Peel –NuComm International –Dofasco Inc., –IBM –American Express –Lawrence Heights Middle School

Our Board of Governors Great-West LifeWSIB XeroxTown of Markham NuComm InternationalRegion of Peel DaimlerChrysler Trillium Health Centre Atomic Energy Powerstream Canadian Blood ServicesAMEX Sun LifeInternational Trade Hill & KnowltonTreasury Board Kenmar IBM Canadian Business/RogersCeridian PurolatorCanada Post Alterna BankCdn Nuclear Safety Commission

A Strategic Focus on Excellence A Strategic Focus on Excellence –Employer of Choice –Motivated Employees –Healthy Employees –Satisfied customers/citizens –Social Responsibility

Canadian Framework for a Healthy Workplace

Healthy Workplace vs. Wellness Not just a fitness program Comprehensive approach Sustainable results Integrated with business planning Senior leaders engaged Wellness of people considered in everything you do Not a quick fix It’s a change in CULTURE

LeadershipClient Focus People Engagement Planning & Programs Process Management Supplier/ Partner focus Principles for Excellence Sustained Organizational Performance Integrated Criteria for H/C ©NQI.2005.

Quality & Healthy Workplace linkage Excellence through quality is more than about product/service quality In the final analysis –”quality of life” To sustain quality - better focus needed on employee health and wellness Strategic issue linked to productivity and competitiveness

Mental Health 1 out of 5 employees has a mental disorder 1 out of 8 receive effective interaction 25 out of 1,000 per year are disabled by mental illness 30 – 40% of disability claims = mental disorders Average cost to employers $1,000 per employee per year, 500 employees = $500,000 $33 Billion per year in lost production alone Source: Mensante Corporation and Business and Economic Round Table on Addiction and Mental Health

Low Employee Satisfaction Low Customer Low Morale Satisfaction Low Commitment Low Trust Low Loyalty Low Retention Low Motivation Low Creativity Impacts of Stress - Employer Dr. Martin Shain High Effort Low Reward + High Demand Low Control

Costs of Stress in the Workplace Employee Costs 3x Heart Problems 2x Substance Abuse 3x Back Pain 2x-3x Injuries 5x Certain Cancers 2x-3x Infections 2x-3x Conflicts 2x-3x Mental Health Problems High Effort Low Reward + High Demand Low Control (“Stress”) Dr. Martin Shain,

Stress in the Workplace - Social Costs Higher Health Care System Costs Higher Law Higher Social Enforcement Service Costs Costs Lower Social, Political Participation Less Community Vitality Decrease in Quality of Life High Effort Low Reward + High Demand Low Control Dr. Martin Shain

Why use a Framework? Set of “right things to think about” Consistency of focus Conceptual base Integrates initiatives

Organizational Initiatives ©NQI.2001

NQI Criteria - strategic improvement focus ©NQI.2001

Key Findings from Canada Awards for Excellence Visible and committed leadership Impact of whole system of work Employee engagement Agreed set of comprehensive measures Integration into business plan Culture for quality

Some Results Reported by CAE Winners 91% improvement in employee turnover 215% increase in cost savings 90% increase in customer satisfaction 33% increase in employee satisfaction 82% reduction in cycle time 59% in price savings to clients 57% decrease in injuries 55% increase in employee pride 48% increase in trust in leadership

NQI Products and Services

NQI PEP ® Organizations of all types are in the PEP programs –private sector –public sector –not-for-profit –large & small Quality, Healthy Workplace, Tourism, Education, Healthcare, Government Provides a framework and recognition for achievement along the way Not a quick fix Re-certification every 2 years

NQI PEP ® Roadmap for implementation Practical methodology for evaluation External validation & Certification Progression sustains “focus” Levels Three/Four – candidates for CAE Award

1. Commitment 3. Implementation 2. Planning NQI PEP ® ©NQI Sustainability

One NQI PEPTestimonial One NQI PEP ® Testimonial “The National Quality Institute’s ‘Progressive Excellence Program’ provided our organization with a common sense, balanced approach to improvement that stopped our ever-tightening spiral of change driven by outcomes - in our case becoming competitive. The result of adopting the NQI Program has been lower stress, less anxiety, improved morale, and true progress against strategic goals. As a result, our employees are happy to come to work, our customers are satisfied, we are more efficient, and management is happy. Could you ask for more?” Mr. R. (Bob) Ferguson, P.Eng., Continuous Improvement, Maritime Forces Atlantic Department of National Defence

Awareness and Education We have the tools and experience to assist you: training coaching surveys assessments planning certification products customized services …………………………. anywhere in Canada

Individual Certification - Leadership Excellence Program NQI offers a certification program for professionals to be recognized for their expertise in Quality and Healthy Workplace. Completing all five levels of the program will earn individuals two recognized NQI designations. Certified Excellence Professional (NQI CEP ® ) Certified Excellence Leader (NQI CEL ® )

Individual Certification - Leadership Excellence Program

NQI Membership Quarterly member network meetings Members only web site Free services Board of Governors Events - Summit and CAE Oct 24 - Healthy Workplace Week Oct 23 Many more benefits

Benefits for you Sustainable improvements Productivity Efficiency Financial performance Competitiveness Customer/citizen/client loyalty Dr. Martin Shain

Kathryn Cestnick ext Please contact us at NQI