© 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

.

© 2009

A New Approach

Products/Services

People

Processes

Topic:Foundation

.

© 2009

Insistence on CHOICE

Americans chose who, what, andwhere they want to be.

This is the dominant force in America.

Topic:Seven

Cultural

Forces

.

© 2009

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

.

© 2009

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

.

© 2009

Impatience with TIME

Americans are impatient.

Americans want everything now.

Topic:Seven

Cultural

Forces

.

© 2009

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

.

© 2009

Urge to IMPROVISE

Americans value fixing things andcreating break-through by improvising.

Improvising shows how good they can be.

Topic:Seven

Cultural

Forces

.

© 2009

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

.

© 2009

Cultural Comparisons

Germany:

Standards

France:

Luxury

Japan:Perfectio

n

USA:It

Works!

Topic:What

Is

Quality?

.

© 2009

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?

.

© 2009

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?

.

© 2009

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?

.

© 2009

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?

.

© 2009

Acknowledging Success

Americans need to celebrate success as part of the qualityimprovement journey.

Topic:What

Is

Improveme

nt?

.

© 2009

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?

.

© 2009

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?

.

© 2009

The Code

Launch Teams are a vehicle that allow

individuals to achieve.

By enhancing individuals, organizations can promote success.

Topic:What

Is

Teamwork?

.

© 2009

The Roles

Sponsor and Leader Direction

Coach Skills

Mentor Values

Lawgivers Reality

Topic:What

Is

Teamwork?

.

© 2009

Competing Considerations

TeamPurpose:IndividualSuccess

IndividualGroup

Sacrifice

Success

TeamPurpose:

Organizational Success

Topic:What

Is

Teamwork?

.

© 2009

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?

.

© 2009

Embracing Change

Americans view the word change positively if theybelieve that it provides new opportunities forself-fulfillment and personal growth.

Topic:Other

Learnings

.

© 2009

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

.

© 2009

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

.

© 2009

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

.

© 2009

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

.