安达信咨询方法与工具资料库_trai112.doc免费

Client Training Development DATE06/27/95 Page PAGE 2 I. Our Quality Training Approach Quality-related education and training introduces the language and concepts associated with TQM. These include fundamental issues such as: SYMBOL 183 \f Symbol \s 10 \h Internal and external customers SYMBOL 183 \f Symbol \s 10 \h Cost of quality SYMBOL 183 \f Symbol \s 10 \h Employee empowerment SYMBOL 183 \f Symbol \s 10 \h Management-by-facts Language and concepts ideally move down through the organization. The philosophy behind this trickle-down training is that to effectively teach material, the instructor must be very familiar with the subject. The value in using this approach with TQM is that the context in which the material is delivered reinforces the perception that TQM is for everyone, at all levels throughout the organization. The effective use of the organizations continuous improvement process, and problem identification and analysis skills, should be taught to everyone within the organization. Training includes activities to learn process mapping, quality tools and techniques, team building, and effective communication. Training needs are generally identified once the TQM process is underway. Process evaluation often reveals that performance can be enhanced with improved understanding of the jobs role in the overall process. Effective TQM requires that each individual receives the training required to perform his/her job competently. It is also critical that each person has an understanding of his/her jobs value in relation to others as a supplier of customer goods or services. As levels of performance are raised, education and training continue to reinforce familiar skills and import new ones. Visioning training, which includes administering our ABO leadership tool (see Leadership section for more information on this tool), should be provided very early in our quality engagements. Additional training, which we customize to our clients needs and deliver on a