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 Thank You Sponsors! |
Benefactor:
R.E.M. Development
Platinum Sponsors:
Blue Cross and Blue Shield of Vermont
Rutland Regional Medical Center
Silver Sponsors:
Fletcher Allen Health Care
Vermont Department of Economic Development
Bronze Sponsors:
Northeast Delta Dental
The Darcy Group
School of Business Administration, UVM
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| 2008 Recognition & Award Ceremony |
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VCQ held its 2008 Recognition & Award Ceremony on Thursday, May 14th to honor the Vermont individuals and organizations who have participated in the 2008 Vermont Program for Performance Excellence. Congratulations to all the award recipients!
- groSolar
- Istrumentation & Technical Services, UVM
- Milton Family Community Center
- School of Business Administration, UVM
- South Burlington School District
- VT Manufacturing & Extension Center
- VT Office of Child Support
- VT Youth Coservation Corps
- Vocational Rehabilitation
- VA Medical Center
Leadership Award:
Don George, Blue Cross and Blue Shield of Vermont
Rising Star Award:
Lorraine Jenne, Howard Center
& Michelle Penca, Vermont Dept. of Health
&
Eileen Underwood
Vermont Dept. of Health
Ambassador of the Year:
Chip Evans, Vermont Workforce Development Council
& Jane Bradley, Blue Cross and Blue Shield of Vermont
Hall of Fame Award:
School of Business Administration, UVM
&
Vermont Office of Child Support
Distinguished Partner Award:
Phil Fagan, VT Training Program, Dept. of Economic Development |
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Upcoming Events
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Making Change Work
June 4, 2009
This practical one day workshop takes a comprehensive and "hands on" approach to understanding and making change work. By first absorbing the ideas, models, and tools from experts and then applying that knowledge to a real scenario, participants will gain true insight into the change process. Most importantly, each participant will leave with a toolkit of knowledge and resources they can use to successfully implement and navigate change in their own organizations.
Learn to...
- Lead change
- Shape a vision
- Create a shared need
- Mobilize commitment
- Monitor progress
- Finish the job
Raising the Bar
June 30, 2009 in Rutland or July 15, 2009 at VCQ
This one-day introduction to Performance Excellence is the first step on the Journey to Performance Excellence. It provides an overview of the Criteria for Performance Excellence and Core Values that are the basis of an effective management system that will drive performance improvement. The class will include lecture, group discussion, and various exercises.
Learn About...
- Core Values to Achieve Performance Excellence
- Integrated Management System for Performance Excellence
- Importance of the Organizational Profile
- Criteria for Performance Excellence Framework
- Self-Assessment Options for Organizational Performance
- Practical Applications of the Performance Excellence Criteria with local and national organizations
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Webinar Series with Robin Lawton
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Leadership in Excellence & Customer Focus
Webinar Series
June 12, 19 & 26, 2009
Noon - 2pm
"Calculate the Voice of the Customer with Word Formulas"
Uncover, translate & deliver what customers want June 12, 2009
Challenging times require a rethinking of old assumptions. This session quickly shows you how to significantly improve satisfaction, while saving effort, complexity and costs. You will want to attend this fast paced and interactive session if you are responsible for initiatives or projects related to:
- Business growth - Six Sigma
- Baldrige Criteria - Service excellence
- Satisfaction surveys - ISO 9000
- New product development - Voice of the customer
Learning Objectives: You'll learn a refreshing new way to uncover and translate the mind of the customer in ways you never thought possible, including revelations such as:
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The most common methods for capturing the voice of the customer.
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Why surveys fail and how to avoid that fate.
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How to eliminate confusion about who "the customers" really are.
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The word formulas that always uncover what customers want most (but not necessarily what they will normally tell you).
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How to translate squishy perceptions into objective measures with simplicity and speed.
"Going from VOC to WOW!"
The Innovation Roadmap to Excite Customers
June 19, 2009
Please join us if your goals include sustainable growth, customer excitement and uniqueness you can implement tomorrow. Even in the toughest environment. Get the tools here and bring a few colleagues.
Learning Objectives:
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Seven principles for successful innovations that meet the customer's WOW! test.
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The 5 ways to prevent your customers saying "That stinks!"
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The key concept that makes innovation for service as easy as for widgets.
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The innovations Road map and tools you can apply tomorrow.
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How to encourage divergent thinking of outcomes versus simple convergent thinking about process and product features.
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The #1 attribute required for a successful service or product innovation.
"Measuring Satisfaction"
With and Without Surveys
June 26, 2009
As a change leader charged with the development and deployment of performance measurement systems, balanced scorecards, satisfaction surveys or new product/service design, you will appreciate the humor and practical application that make an otherwise dry and technical topic fun and personally relevant.
Learning Objectives:
- Define strategic objectives in a way average employees find personally relevant.
- Measure intangible knowledge and service work, relevant to customers.
- Translate ambiguous customer perceptions into objective criteria.
- Design satisfaction surveys that direct and track improvement.
- Apply the power of sophisticated design methods with the simplicity of adding 2+2.
- Inspire others to actually want to create measures of customer success.
- Support innovation, cultural change and competitive advantage.
- Strengthen performance on Baldrige criteria 2, 3, 4 and 7.
For more information contact VCQ or to register
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