© 2009 the stuff americans are made of sm a brief introduction to the research and its implications
TRANSCRIPT
© 2009
The Stuff Americans Are Made OfSM
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
Intel3M
New York Life InsuranceStar Enterprise
Tenneco
U.S. Healthcare
Topic:Foundation
.
© 2009
Archetypes
Opinion
Culture
Biology
Personality Topic:Foundation
.
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A New Approach
Products/Services
People
Processes
Topic:Foundation
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Insistence on CHOICE
Americans chose who, what, andwhere they want to be.
This is the dominant force in America.
Topic:Seven
Cultural
Forces
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Pursuit of IMPOSSIBLE DREAMSAmericans turn the impossible into the possible.
America is the land where the possibility exists that all dreams can come true.
Topic:Seven
Cultural
Forces
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Obsession with BIG AND MOREAmericans 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
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Impatience with TIME
Americans are impatient.
Americans want everything now.
Topic:Seven
Cultural
Forces
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OOPS! Acceptance of MistakesAmericans learn from mistakes.
Mistakes show that they’re human.
Americans are not motivated by a desire for perfection.
. Topic:Seven
Cultural
Forces
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Urge to IMPROVISE
Americans value fixing things andcreating break-through by improvising.
Improvising shows how good they can be.
Topic:Seven
Cultural
Forces
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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
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Cultural Comparisons
Germany:
Standards
France:
Luxury
Japan:Perfectio
n
USA:It
Works!
Topic:What
Is
Quality?
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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?
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Focusing on Quality
Americans strongly relate to freedom, individualism, and independence.
Americans are uncomfortablewith the phrase quality control, which is associated with rigidity, thwarted opportunities, and limits.
Topic:What
Is
Quality?
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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
Improveme
nt?
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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
Improveme
nt?
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Acknowledging Success
Americans need to celebrate success as part of the qualityimprovement journey.
Topic:What
Is
Improveme
nt?
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American Improvement Cycle
CELEBRATESUCCESS
TRY ANDSUCCEED
EXPERIENCEA CRISIS OR
DREAMJUMP IN ANDTAKE APART TRY BUT FAIL
AND FEELFRUSTRATION
RECOGNIZENEW
POTENTIAL IDENTITY
ENCOURAGE,COACH, AND
SUPPORT
Topic:What
Is
Improveme
nt?
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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?
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The Code
Launch Teams are a vehicle that allow
individuals to achieve.
By enhancing individuals, organizations can promote success.
Topic:What
Is
Teamwork?
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The Roles
Sponsor and Leader Direction
Coach Skills
Mentor Values
Lawgivers Reality
Topic:What
Is
Teamwork?
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Competing Considerations
TeamPurpose:IndividualSuccess
IndividualGroup
Sacrifice
Success
TeamPurpose:
Organizational Success
Topic:What
Is
Teamwork?
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Team Design RecommendationsMake 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?
.
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Embracing Change
Americans view the word change positively if theybelieve that it provides new opportunities forself-fulfillment and personal growth.
Topic:Other
Learnings
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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
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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
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Immediate Feedback
Americans appreciate immediate and constant feedback that focuseson their personal improvement. Feedback must show that someone
values their efforts and cares about their progress. Topic:
Other
Learnings
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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 rewardedwithin the collective team.
Topic:Other
Learnings
.