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"I
like to say that we go global to go regional. We have
traveled the globe, helping organizations of all kinds
achieve ISO Standards, implement Six Sigma, apply Baldrige
Quality Standards, and establish PATS training," says Dr.
Donald Fisher, executive director of The Quality Center.
Dr. Fisher is a world recognized expert in quality
initiatives, assessment and training, with seven books on
the topics. "Our charter is to help Memphis and Memphis
regional organizations achieve excellence through these
programs. By traveling the world doing work, we are able
to bring the very best back and apply it in our own
region."
According to Fisher, since it was launched the Center has
gained notoriety for the quality of its assessment
programs and for its "out of the box" approaches to
quality and customer service. That reputation has made it
one of the most sought-after organizations in the world.
Among
the most visible assignments for The Quality Center was
the documentation of key mail handling processes and
training through the PATS System in the shadow of
terrorist attacks on the United States, and the Anthrax
scares a few years ago.
"Our
work comes into play every day at one of the world's
largest employers, the Postal Service, impacting the way
that each individual handles the mail," stated Fisher.
"There are very few organizations that have this kind of
lasting impact on an organization of that size and
complexity."
Using Baldrige Criteria for a Holistic Approach to
Homeland Security
Fisher is currently nearing completion of a project and a
book on how to use quality standards and criteria detailed
in Baldrige to improve Homeland Security programs.
"We
believe that the way communities and their critical
organizations establish Homeland Security programs will be
a competitive advantage for attracting and maintaining
businesses," explains Fisher. "Homeland Security is all
about assessment and preparation to ensure that you have
systems in place to protect supplier and customer networks
in the event of a terrorist incident or natural disaster."
As
Fisher details in his extensive analysis and resulting
step-by-step assessment and preparation guide, a community
must be able to ensure that its hospitals, transportation,
utilities, education systems, food and water supplies, and
city services are prepared for the worst. If a major
disaster strikes, the community that is best prepared to
restore business and repair its community will have an
automatic advantage going forward.
"Doesn't it make sense that a business would want to base
its operations in a community that can show it is
prepared?" he asks. "This isn't something that can be
outsourced because the community and its organizations
need to possess the ongoing knowledge. A community must
make sure that a holistic approach to Homeland Security
issues crosses every level of government and business with
sustainable processes and preparations that are internally
monitored and managed. The book we have developed will
help organizations do that.
"In
Memphis, we have an advantage with a company like FedEx, a
former Baldrige Award Winner, that understands this, and
we have a business community that shows its understanding
through its support of our Center," added Fisher.
MTV and Quality
Projects for The Quality Center stretch from
internationally complex to focused and straightforward. A
recent opportunity dealt with an ISO project for MTV, in
which The Quality Center conducted a process audit. The
work will help ensure that MTV effectively documents its
program management and can then replicate its successes
systematically and consistently.
"We
believe MTV found us while exploring Memphis Web sites as
they looked at our city as a potential host for their 2004
Video Awards," explained Fisher. "We were happy to have
been able to make an impact on this major entertainment
network, even if they didn't choose Memphis for the awards
this year."
Building Quality in Education
Another current major project of The Quality Center is
with the Memphis City School System. Through a program
called Baldrige Goes to School K-12 Assessment, The
Quality Center is helping principals and administrators
identify actionable improvements in the way schools are
run at every level.
"This
quality initiative looks deep into seven key categories
that impact the total performance of a school," said Dr.
Loretta Taylor Dale, director of training for The Quality
Center and leader of the Memphis Schools project. We are
looking at school quality, organization, record keeping
and follow-through at every level, from the principal to
the cafeteria worker, to the parents and the students."
The
seven key categories of the school assessment are school
performance results, leadership, school improvement
planning, staff systems, teaching/learning and support
systems, family and community partnerships, and student
focus.
According to Dale, the Memphis City Schools program is one
of the most extensive of its kind anywhere in the country.
"When
it is completed, these schools will have the knowledge and
resources to track and trend quality indicators and then
make meaningful changes based on facts, not just on
anecdotal information," said Dale. "This project in the
schools is one of the best examples of The Quality Center
being able to utilize learning and experiences from around
the globe to make meaningful progress for our local
community."
Other local projects of The Quality Center
have included work with Methodist Health Systems, the
Peabody Hotel, Memphis Light Gas and Water, FedEx, Gate
Gourmet North American Operations, Memphis
in May and The Memphis Group. Projects beyond the region
have included work for Austin Community College, St.
Luke's Hospitals of Cincinnati, Bramco, Gate Gourmet
International in Zurich, Hong Leong Management Company in
Malaysia, and Purdue University. For a full list of
clients, programs and services of The Quality Center,
visit their Web site at
www.msqpc.com
and the PATS program at
www.processactivatedtraining.com. |
