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Quality Management Skills (QMS)
(pdf download)

Target audience: Managers, Leaders and Supervisors

You will learn how to:

  • Develop your fundamental management competencies
  • Build participative approaches to management
  • Improve how you communicate with peers
  • Focus daily work to achieving organizational objectives
  • Develop tools to generate measurable gains in quality, productivity and customer satisfaction
  • Manage individuals and groups
  • Apply management skills to organizational integration
  • Create a work environment that helps total quality thrive

A healthcare version is available.

Managing for Productivity (MFP)
(pdf download)

Target audience: Managers, Middle Managers, Leaders and Employees

You will learn how to:

  • Plan and set attainable goals
  • Use Performance Management as a key leadership tool
  • Invite Participative Management in your group or team
  • Motivate individuals to meet their individual goals
  • Manage the group process
  • Manage change in your organization
  • Lead problem-solving teams to effectively produce results
  • Communicate Effectively with supervisors, peers and subordinates

The New Leadership (TNL)
(pdf download)

Target audience: Executives, Managers, Middle Managers, Supervisors, Team Leaders and Project Leaders

You will learn how to:

  • Harness the power of change to achieve key organizational objectives
  • Achieve positive change by utilizing your organizational culture's strengths and weaknesses
  • Focus and align your organization towards successful implementation of its critical goals and objectives

Influence without Authority (IWA)
(pdf download)

Target audience: Managers, Middle Managers, Professionals, Team Leaders and Project Managers

You will learn how to:

  • Overcome organizational and interpersonal barriers when implementing change
  • Apply influence skills to make change
  • Gain support for organizational improvement from bosses and peers
  • Build win-win alliance with other departments
  • Advance cross-functional improvements through collaborative approaches

The Voice of the Customer (VOC)
(pdf download)

Target audience: Managers, Middle Managers, Supervisors and Employees

You will learn how to:

  • Assess your current customers for their "delight" level
  • Identify obstacles to exceeding customer expectations
  • Use a process that all employees can implement
  • Gather and use actionable customer-focus data
  • Build strong customer relationships using customer-focused tools

The Voice of the Customer (VOC) - Creating the Loyalty Connection
(pdf download)

Target audience: Customer Service Employees, Front-line Managers, Middle Managers and Supervisors

You will learn how to:

  • Focus on the conditions that create total customer focus
  • Develop a strategy for maintaining a loyal customer base
  • Deal more effectively with customers
  • Develop a loyal customer base by applying the principles of a quality organization
  • Measure the tangible and intangible costs of ignoring customer feedback
  • Use customers-focused data to improve the customer relationship

Performance Management Process (PMP)
(pdf download)

Target audience: Managers, Middle Managers and Employees

You will learn how to:

  • Align your performance management system with your goals and objectives
  • Factor your customer's requirements into your organization's strategic objectives
  • Align your customer's requirements to your relevant work processes
  • Develop a plan to integrate the individual's department goals into performance plans
  • Communicate clearly and measure accountability for doing right things right

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"An organization's ability to innovate depends on its continual self-renewal."

George H. Labovitz, ODI

 

"Motivation works best when we can link individual goals with organizational goals."

Alan Burleson, Senior Consultant

 

"Employees have learned that one gets more power by saying, "YES" than by saying "NO". IWA has helped teach skills to manager relationships with customers as well as with their internal service providers."

TIAA-CREF

 

"Experiencing VOC helped out employees to be more aware of the external customer. By collecting data from our customers, it enabled us listen to what our customers liked and did not like about our level or service."

Paula McCutcheon South Carolina Department of Social Services

 

 
 


PDFs to Download:

Quality Management Skills (QMS)

Managing for Productivity (MFP)

The New Leadership (TNL)

Influence without Authority (IWA)

The Voice of the Customer (VOC)

Continuous Quality Improvement for Physicians (CQI for Physicians)

Performance Management Process (PMP)

 

 

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