Continuous Quality Improvement Master Plan

Appendix E - CQI Training - Course Descriptions

"The Right Way To Manage"

Target Audience: Required for Executive Steering Group (ESG)
Length: 24 hours
Number/Class: 10
Purpose: Teaches leaders to focus on the work and the work processes to find and eliminate wasteful practices that hamper our ability to compete, and which reduce the effectiveness and productivity of our employees
Topics to be Included:

• The New Management System & Model
• Identifying, Quantifying, & Eliminating Waste
• Principles of Work
• Using the Tools, Charting Techniques
• Imagineering
• Human Relations in the New System

New Management Philosophy

Target Audience: OPP management
Length: 16 hours
Numbers/Class: 25
Purpose: Familiarizes management with the new system and our focus on excellent customer service

CQI Awareness

Target Audience: All OPP employees
Length: 8 hours
Number/Class: 25
Purpose: To help employees understand CQI, its purpose at OPP, and the new system of behavior

Team Leader Training

Target Audience: Required for all Process Action Team sponsors, facilitators, leaders, and supervisory employees
Length: 32 hours
Number/Class: 25
Purpose: To provide just-in-time and "hands on" training for supervisors and Process Action Team leaders

Team Member Training

Target Audience: Required for all Process Action Team members
Length: 16 hours
Number/Class: 25
Purpose: To provide just-in-time team building and problem solving skills to new Process Action Team members

"Basic Principles"

Target Audience: All OPP employees
Length: 4 hours
Number/Class: 25
Purpose: To establish a baseline philosophy of expected behavior for OPP employees

Customer Service

Target Audience: All OPP employees
Length: 4 hours
Number/Class: 25
Purpose: To provide skills needed for excellent customer service

Dealing With Change

Target Audience: All OPP employees
Length: 4 hours
Number/Class: 25
Purpose: To help employees deal with change constructively