© 2009 The Stuff Americans Are Made Of SM A Brief Introduction to the Research and Its Implications

© 2009 Partners and Sponsors ASQ AT&T The Walt Disney Company Ernst & Young General Motors Company MBNA America Metropolitan Life Insurance NYNEX Corporation Federal Quality Institute Hyatt Hotels & Resorts Intel 3M New York Life Insurance Star Enterprise Tenneco U.S. Healthcare Topic: Foundation.

© 2009 Archetypes Opinion Culture Biology Personality Topic: Foundation.

© 2009 A New Approach Products/ Services People Processes Topic: Foundation.

© 2009 Insistence on CHOICE Americans chose who, what, and where they want to be.  This is the dominant force in America. Topic: Seven Cultural Forces.

© 2009 Pursuit of IMPOSSIBLE DREAMS Americans turn the impossible into the possible.  America is the land where the possibility exists that all dreams can come true. Topic: Seven Cultural Forces.

© 2009 Obsession with BIG AND MORE Americans are obsessed with being “number one.”  America is so big physically, it’s natural for Americans to think big, but this can cause trouble when taken to excess. Topic: Seven Cultural Forces.

© 2009 Impatience with TIME Americans are impatient.  Americans want everything now. Topic: Seven Cultural Forces.

© 2009 OOPS! Acceptance of Mistakes Americans learn from mistakes.  Mistakes show that they’re human.  Americans are not motivated by a desire for perfection.. Topic: Seven Cultural Forces.

© 2009 Urge to IMPROVISE Americans value fixing things and creating break- through by improvising.  Improvising shows how good they can be. Topic: Seven Cultural Forces.

© 2009 Fixation with WHATSNEW Americans are in a perpetual search for new identities, new ideas, new strategies, and new products.  These provide new choices, which help American satisfy the dominant force. Topic: Seven Cultural Forces.

© 2009 Cultural Comparisons Germany: Standards France: Luxury Japan: Perfection USA: It Works! Topic: What Is Quality?.

© 2009 Care and Concern Americans think about quality most intently when its not present in their products and services.  Americans expect a caring and concerned response to their poor quality experiences. Topic: What Is Quality?.

© 2009 Focusing on Quality Americans strongly relate to freedom, individualism, and independence.  Americans are uncomfortable with the phrase quality control, which is associated with rigidity, thwarted opportunities, and limits. Topic: What Is Quality?.

© 2009 Taking Things Apart Americans like to take things apart and start over.  Americans search for new and better ways.  Incremental improvement is too tame for Americans. Topic: What Is Improvement?.

© 2009 Overcoming Frustration Americans get frustrated when things don’t succeed.  Americans convert frustration into energy that drives repeated effort until we achieve our goals. Topic: What Is Improvement?.

© 2009 Acknowledging Success Americans need to celebrate success as part of the quality improvement journey. Topic: What Is Improvement?.

© 2009 American Improvement Cycle CELEBRATE SUCCESS TRY AND SUCCEED EXPERIENCE A CRISIS OR DREAM JUMP IN AND TAKE APART TRY BUT FAIL AND FEEL FRUSTRATION RECOGNIZE NEW POTENTIAL IDENTITY ENCOURAGE, COACH, AND SUPPORT Topic: What Is Improvement?.

© 2009 The Jazz Metaphor Leader  Whoever sets the tempo Coach  Whoever taught you to play your instrument Mentor  Whoever directly inspires you Lawgiver  Whoever composes the score Topic: What Is Teamwork?.

© 2009 The Code Launch  Teams are a vehicle that allow individuals to achieve.  By enhancing individuals, organizations can promote success. Topic: What Is Teamwork?.

© 2009 The Roles Sponsor and Leader  Direction Coach  Skills Mentor  Values Lawgivers  Reality Topic: What Is Teamwork?.

© 2009 Competing Considerations Team Purpose: Individual Success IndividualGroup Sacrifice Success Team Purpose: Organizational Success Topic: What Is Teamwork?.

© 2009 Team Design Recommendations Make sure that every individual team member has the opportunity to achieve success, personal recognition, and reward.  Mitigate the effect and extra workload of being on a team.  Protect team members from sacrificing too much and gaining too little. Topic: What Is Teamwork?.

© 2009 Embracing Change Americans view the word change positively if they believe that it provides new opportunities for self-fulfillment and personal growth. Topic: Other Learnings.

© 2009 Taking Risks Americans are willing to take risks to reach new levels of personal performance.  Americans expect to be recognized and rewarded for their extraordinary efforts. Topic: Other Learnings.

© 2009 Enlightened Leaders Americans need leaders who provide specific missions and goals and define responsibilities clearly.  These leaders must work to align both organizational and individual success factors. Topic: Other Learnings.

© 2009 Immediate Feedback Americans appreciate immediate and constant feedback that focuses on their personal improvement.  Feedback must show that someone values their efforts and cares about their progress. Topic: Other Learnings.

© 2009 Personal Rewards Americans value rewards that are personalized and provide new capabilities to help them reach even greater personal achievements.  Individual contributions must be recognized and rewarded within the collective team. Topic: Other Learnings.