national quality institute and canada awards for excellence
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National Quality Institute National Quality Institute
and and
Canada Awards for Canada Awards for ExcellenceExcellence
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Who We AreWho We Are
• NQI is an independent, not-for-profit organization
• We are proudly Canadian• We are a ‘service-driven’ organization • We are dedicated towards Helping Canada
work better.
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NQI Mission StatementNQI Mission Statement
NQI Vision
•To be a global leader in promoting and building organizational excellence
NQI Mission Statement •Helping organizations to continuously improve performance and results by providing innovative national criteria, progressive implementation programs, services and certification
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Canada Awards for Excellence Canada Awards for Excellence Vice-Regal Patronage Vice-Regal Patronage
Her Excellency the Right Honourable Michaëlle Jean C.C., C.M.M., C.O.M., C.D.,
Governor General of Canada
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Canada Awards forCanada Awards for Excellence Excellence
QualityQualityHealthy WorkplaceHealthy Workplace
EducationEducationSmall Business Customer ServiceSmall Business Customer Service
HealthcareHealthcare
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CAE Mission StatementCAE Mission Statement
CAE Mission Statement •To inspire organizations by promoting excellence and showcasing their success as role models in an interdependent global economy that benefits all Canadians
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Recognizing ExcellenceRecognizing Excellence
NQI Canada AwardsFor Excellence
Stanley Cup
Oscar
Super bowl
Grey Cup
Olympic Medals
Grammy
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Recent CAE Award winnersRecent CAE Award winners
• 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 including:
– 3M– Xerox– R.H. King Academy – Telus– DaimlerChrysler – Delta Hotels – Statistics Canada – Region of Peel – NuComm International – Dofasco Inc., – IBM– American Express– Lawrence Heights Middle School
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Our Board of GovernorsOur Board of GovernorsGreat-West Life WSIBXerox Town of MarkhamNuComm International Region of PeelDaimlerChrysler Trillium Health CentreAtomic Energy PowerstreamCanadian Blood Services AMEXSun Life International Trade Hill & Knowlton Treasury BoardKenmar IBM Canadian Business/Rogers CeridianPurolator Canada PostAlterna Bank Cdn Nuclear Safety
Commission
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A Strategic Focus on ExcellenceA Strategic Focus on Excellence
– Employer of Choice
– Motivated Employees
– Healthy Employees
– Satisfied customers/citizens
– Social Responsibility
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Canadian Framework for ExcellenceCanadian Framework for Excellence
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Canadian Framework for a Healthy Canadian Framework for a Healthy WorkplaceWorkplace
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Healthy Workplace vs. WellnessHealthy Workplace vs. Wellness
• Not just a fitness program
• Comprehensive approach
• Sustainable results
• Integrated with business planning
• Senior leaders engaged
• Wellness of people considered in everything you do
• Not a quick fix
• It’s a change in CULTURE
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Leadership Client Focus
People Engagement
Planning &
Programs
Process Management
Supplier/ Partner focus
Principles for Excellence
Sustained Organizational Performance
Integrated Criteria for H/C
©NQI.2005.
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Quality & Healthy Workplace linkageQuality & Healthy Workplace linkage
• Excellence through quality is more than about product/service quality
• In the final analysis –”quality of life”• To sustain quality - better focus needed on
employee health and wellness • Strategic issue linked to productivity and
competitiveness
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Mental HealthMental Health• 1 out of 5 employees has a mental disorder• 1 out of 8 receive effective interaction• 25 out of 1,000 per year are disabled by mental
illness• 30 – 40% of disability claims = mental disorders• Average cost to employers $1,000 per employee per
year, 500 employees = $500,000• $33 Billion per year in lost production alone
Source: Mensante Corporation and Business and Economic Round Table on Addiction and Mental Health
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Low Employee Satisfaction Low Customer Low Morale Satisfaction
Low Commitment Low Trust
Low Loyalty Low Retention
Low Motivation Low Creativity
Impacts of Stress - EmployerImpacts of Stress - Employer
Dr. Martin Shain
High EffortLow Reward
+High DemandLow Control
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Costs of Stress in the Workplace Costs of Stress in the Workplace Employee CostsEmployee Costs
3x Heart Problems
2x Substance Abuse 3x Back Pain
2x-3x Injuries 5x Certain Cancers
2x-3x Infections 2x-3x Conflicts
2x-3x Mental Health Problems
High EffortLow Reward
+High DemandLow Control
(“Stress”)
Dr. Martin Shain,
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Stress in the Workplace - Social CostsStress in the Workplace - Social Costs
Higher Health Care System Costs
Higher LawHigher Social EnforcementService Costs Costs
Lower Social, Political Participation
Less Community Vitality
Decrease in Quality of Life
High EffortLow Reward
+High DemandLow Control
Dr. Martin Shain
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Why use a Framework?Why use a Framework?
• Set of “right things to think about”
• Consistency of focus
• Conceptual base
• Integrates initiatives
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Organizational Initiatives
©NQI.2001
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NQI Criteria - strategic improvement focus
©NQI.2001
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Key Findings from Canada Awards Key Findings from Canada Awards for Excellencefor 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
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Some Results Reported by Some Results Reported by CAE WinnersCAE Winners
• 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
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NQI Products and ServicesNQI Products and Services
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NQI PEPNQI PEP®®
• Organizations of all types are in the PEP programs– private sector
– public sector
– not-for-profit
– large & small
• Quality, Healthy Workplace, Tourism, Education, Healthcare, Government
• Provides a framework and recognition for achievement along the way
• Not a quick fix
• Re-certification every 2 years
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NQI PEPNQI PEP®®
Roadmap for implementationPractical methodology for evaluationExternal validation & Certification Progression sustains “focus”Levels Three/Four – candidates for
CAE Award
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1. Commitment
3. Implementation
2. Planning
NQI PEP®
©NQI.2002
4. Sustainability
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One NQI PEPOne NQI PEP® TestimonialTestimonial“The National Quality Institute’s ‘Progressive Excellence Program’
provided our organization with a common sense, balanced approach to improvement that stopped our ever-tightening spiral of change driven by outcomes - in our case becoming competitive. The result of adopting the NQI Program has been lower stress, less anxiety, improved morale, and true progress against strategic goals. As a result, our employees are happy to come to work, our customers are satisfied, we are more efficient, and management is happy. Could you ask for more?”
Mr. R. (Bob) Ferguson, P.Eng.,Continuous Improvement,Maritime Forces AtlanticDepartment of National Defence
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AwarenessAwareness and Education and Education
• We have the tools and experience to assist you:• training• coaching• surveys• assessments• planning• certification• products• customized services
…………………………. anywhere in Canada
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Individual Certification - Individual Certification - Leadership Excellence ProgramLeadership Excellence Program
• NQI offers a certification program for professionals to be recognized for their expertise in Quality and Healthy Workplace.
• Completing all five levels of the program will earn individuals two recognized NQI designations.
• Certified Excellence Professional (NQI CEP®)• Certified Excellence Leader (NQI CEL®)
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Individual Certification - Individual Certification - Leadership Excellence ProgramLeadership Excellence Program
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NQI MembershipNQI Membership
• Quarterly member network meetings• Members only web site• Free services• Board of Governors • Events - Summit and CAE Oct 24 - Healthy Workplace Week Oct 23• Many more benefits
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Benefits for youBenefits for you
• Sustainable improvements
• Productivity
• Efficiency
• Financial performance
• Competitiveness
• Customer/citizen/client loyalty
Dr. Martin Shain
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Kathryn Cestnick [email protected]
1-800-263-9648 ext 240
www.nqi.ca
Please contact us at NQIPlease contact us at NQI