1. © NQI Presentation to Services SETA

2. © NQI The Journey to Excellence: Empowering Future Quality Professionals

3. © NQI Services Sector Education and Training Authorities have been established to ensure that the skill needs for every sector of the South African economy are identified and that training is available to provide for these skill needs.

4. © NQI This will be achieved through the SETA forming partnerships with its stakeholders and role players and implementing the business plan

5. © NQI National Quality Institute and Canada Awards for Excellence

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

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

8. © NQI Canada Awards for Excellence Order of Excellence Quality and Healthy Workplace  Quality Healthy Workplace  Education Small Business Customer Service SeniorWise® Mental Health at Work (New) Projects (New)

9. © NQI Recognizing Excellence NQI Canada Awards For Excellence Oscar Super bowl Olympic Medals Grammy Stanley Cup

10. © NQI Some Recent CAE Award Recipients 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, or become Champions of Excellence, including: –3M– Pfizer Canada Inc. –Xerox– New Brunswick Power –R.H. King Academy– Homewood Health Centre –Telus– Diversicare Canada Mgmt Services –Calian Technologies Ltd.– Ricoh Canada –Delta Hotels– Ind’l Accident Prevention Assoc.(IAPA) –Statistics Canada– City of Prince George –Region of Peel– Hill & Knowlton –Real Estate Board of Vancouver– Toronto East General Hospital –IBM– Alberta Govt – 4 departments –American Express– Trillium Health Centre –Research in Motion– College of Phys & Surgeons - NS –Ministry of Natural Resources– City of Kamloops –Manulife Financial– Groupe Esprit de Corps –Dept of National Defence Formation Construction Engineering –Ontario Ministry of Northern Development, Mines and Forestry

11. © NQI Our Board of Governors –Great-West Life– WSIB –Xerox Corporation– Town of Markham –Alterna Bank– Abbott Laboratories Limited –AMEX – Bank of Canada –Sun Life Financial– International Trade –Hill & Knowlton– Treasury Board –Kenmar Corporation – IBM Canada –Ceridian Canada– Windsor Regional Hospital –Purolator Courier Ltd– Canada Post –Region of Peel– The Lowe-Martin Group –City of Barrie– Trillium Health Centre –City of Regina– AON Hewitt –MedCan – Canadian Business Magazine –New Brunswick Dept. of Public Safety –Workplace Safety and Prevention Services (WSPS)

12. © NQI Results From a Strategic Focus on Excellence –Employer of Choice –Motivated Employees –Healthy Employees –Satisfied customers/citizens –Socially Responsible

13. © NQI NQI Framework for Organizational Excellence Organizational Performance Leadership & Governance Planning & Environ- mental Sustainability Customer/ Citizen/Client Focus People Focus & Healthy Workplace  Process Management Supplier/ Partner Focus Principles for Excellence

14. © NQI Why Use a Framework? Set of “right things to think about” Consistency of focus Conceptual base Integrates initiatives

15. © NQI Organizational Initiatives – every company is doing a lot of good things

16. © NQI Using NQI Criteria –with a strategic focus using the Criteria your initiatives will be aligned

17. © NQI 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

18. © NQI Some Results Reported by Award Recipients 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

19. © NQI Comparison of Investment Growth 1984– 2010

20. © NQI The Business Case The Business Case Lower attrition rates (normally 1/2 the rate of their sector) Lower sickness & absenteeism Lower payments to Workers Compensation Reductions in employee grievances Reductions in staff turnover Savings in operating cost through increased productivity Reduction in cycle times Increase in customer satisfaction Increase in employee satisfaction/morale Decrease in injuries ©NQI

21. Toronto East General Hospital Wait times – 31% better than benchmark 10% Reduction in administrative overhead 12% higher physician satisfaction scores than industry 3.4% higher staff satisfaction scores than benchmark

22. © NQI Trillium Health Centre 10% higher in Work Satisfaction than benchmark 19% higher in Quality Improvement Scores than benchmark 20.5% higher for satisfaction with Trillium than benchmark 21% higher for “Trillium is a Healthy Workplace than benchmark 11% improvement in sick time 16% decrease in employee turnover

23. © NQI Manulife Financial Improved customer/advisor experience by 23% Improved employee survey results by 10% Improved unit costs and productivity by 40%

24. © NQI Progressive Excellence Program NQI PEP

25. © NQI NQI’s PROGRESSIVE EXCELLENCE PROGRAM (NQI PEP ®) Organizations of all types are in the NQI PEP  Programs –private sector –public sector –not-for-profit –large & small Quality, Healthy Workplace , Education, Health Care, Municipalities, Government Provides a framework and recognition for achievement along the way Not a quick fix – it’s a journey

26. © NQI NQI PEP ® Roadmap for implementation Practical methodology for evaluation External validation & certification Progression sustains “focus” Levels 3 and 4 – candidates for CAE Award

27. © NQI NQI PEP ® LEVELS CAE Gold Silver Bronze 3. Role Model 4. World Class 2. Transformation 1. Foundation

28. © NQI NQI PEP ® – its not NQI PEP ® OR the programs below. These programs are tools to help you improve and reach the NQI PEP ® levels Results-based Management ISO 9000:2000 Balanced Score Card Lean Six Sigma Risk Management Accreditation Toward Management Excellence Integrate existing initiatives NQI PEP ®

29. © NQI 29 NQI Leadership Excellence Program “Individuals” Making the Difference! Version: November 2007

30. © NQI 30 5 levels to the program from fundamentals to strategy

31. © NQI 31 What’s in it for me? You will help your organization achieve real results. You will help country’s overall competitiveness. You will learn transferable “soft skills,” as well as technical “hard skills,” that employers are looking for.

32. © NQI 32 Three distinct forms of recognition for individuals Certified Excellence Professional designation (NQI CEP ® ) Certified Excellence Leader designation (NQI CEL ® ) Improvement Champion recognition

33. © NQI 33 Target Audience NQI CEP ® & NQI CEL ® Approx: 1-10 people from an organization - Quality Managers, Quality Directors, Quality Vice Presidents - Operations Managers, Process Improvement Specialists - HR Managers, Healthy Workplace Professionals - Person who has primary responsibility for: Excellence, Continuous Improvement, Quality, Healthy Workplace, Customer Satisfaction, Employee Satisfaction Improvement Champion Approx: 10% of staff - Excellence Team Champion - Member of an excellence, quality or healthy workplace team/committee - New comer to quality and healthy workplace

34. © NQI 34

35. © NQI 35 Improvement Champion Candidates pursuing their Improvement Champion recognition do not need to be enrolled in NQI LEP ® In-Class (5 days) E-Learning (6 hours) Take Home (4-8 hours) Quest for Quality: Process Improvement Tools (Modules 1, 2, & 3) Implementation Overview Course (Quality, Healthy Workplace or Integrated) Organizational Excellence Assessment All About Excellence: Game-Based Learning Quest for Quality Module 2 Assignment

36. © NQI 36

37. © NQI 37 NQI CEP ® High Level Process Complete Level 1,2 & 3 Curriculum (15 days in class, 148 hours of e-learning, 16 hours of assignments) Complete Reflective Assignment Receive NQI CEP ® Certificate Enroll in NQI LEP ®

38. © NQI 38 NQI CEP ® Level 1 Curriculum In-Class (2 days) E-Learning (Approx. 36 hours) Take Home Framework for Excellence Quest for Quality - Module 1 Introduction to the Framework for Excellence All About Excellence: Game Based Learning Introduction to the Healthy Workplace® Criteria Business Fundamentals (Candidates choose a minimum of 20 appropriate modules from the list of 44) N/A

39. © NQI 39 NQI CEP ® Level 2 Curriculum In-Class (7 days) E-Learning (Approx. 63 hours) Take Home Quest for Quality: Process Improvement Tools (Modules 2 & 3) Quest for a Healthy Workplace ® Introduction to Process Mapping You Got it!™ - Superb Customer Service Introduction to Root Cause Analysis Introduction to Change Management Management and Team Building Customer Service Time Management Strategies for Success Operations Management Workplace and Personal Skills Quest for Quality Module 2 Assignment

40. © NQI 40 NQI CEP ® Level 3 Curriculum In-Class (6 days) E-Learning (Approx. 50 hours) Take Home (10-12 hours) Organizational Excellence Assessment Desired State Process Mapping Operational Process Mapping Operational Root Cause Analysis Measuring Customer /Stakeholder Satisfaction Interactive Assessor: Game Based Learning Choose 2 Live or Pre- recorded NQI Webinars Management & Supervisory Skills Human Resources Quality Customer Service Introduction to Balanced Scorecard NQI CEP ® Reflective Assignment

41. © NQI 41 NQI CEP ® Reflective Assignment To be done after completing the required curriculum for Levels 1, 2 and 3 Assess your personal strengths and opportunities as an Excellence Professional Record key lessons from the course material, and suggest avenues for improvement

42. © NQI 42 LEP Enrollment Package Access to 14 required online learning courses (not included: All About Excellence, Interactive Assessor, Live/Pre-Recorded Webinars) Welcome package Assignment Requirements 1 Year of Certification (Annual Renewal & Fees)

43. © NQI 43

44. © NQI 44 NQI CEL ® High Level Process Complete the Level 4 Curriculum (From 4 days in class) Complete Tactical Improvement Project (2 days working with excellence coach) Receive NQI CEL ® Certificate Complete the Level 5 Curriculum (From 4 days in class) Complete Strategic Improvement Project (2 days working with excellence coach)

45. © NQI 45 NQI CEL ® Levels 4 and 5 focusing on leadership competencies and skills in tactical & strategic deployment Combined classroom courses, on-site coaching, tactical and strategic improvement projects. Timing estimates: –From 10 days in class –2 days working with excellence coach –Approx 24 hrs preparing project summaries

46. © NQI 46 Improvement Projects Tactical ImprovementStrategic Improvement To be done after completing the required curriculum for Level 4 Leadership Excellence Coach assigned to work with you on your project After 6 months candidates to complete and submit project summary To be done after completing the required curriculum for Level 5 Leadership Excellence Coach assigned to work with you on your project After 6 months candidates to complete and submit project summary

47. © NQI Awareness and Education We have the tools and experience to assist you:  training  coaching  surveys  assessments  planning  certification  products  customized services

48. © NQI 48 5 levels to the program from fundamentals to strategy

49. © NQI The 3 minute NQI Movie Sums it up.

50. © NQI Thank You for Inviting Us!

51. © NQI Allan Ebedes allan@nqi.ca www.nqi.ca Please Contact us at NQI