Continuous Quality Improvement Master Plan

Chapter 6 - Training

All employees are trained in CQI philosophy, principles, and tools using a combination of awareness and just-in-time training.

Since the mid-1980's, some employees have attended various seminars on leadership and quality. No consistent training had been held to establish a baseline philosophy or knowledge.
In 1992, OPP began a major initiative to train all staff employees in the Zenger-Miller "Frontline Leadership" to focus on participative management and working together as teams. This program attempted to establish the baseline that was lacking and which would be necessary for introducing CQI at OPP. Several groups of technical-service employees received similar training.
Since the inception of CQI at Penn State, some employees have attended introductory seminars on CQI, benchmarking, and facilitation. Two formal CQI teams were chartered in OPP, and the leaders and members received just-in-time training from the Penn State CQI Center.
The leadership of OPP has made a commitment to implement CQI:
- The AVP, Directors, and CQI Coordinator attended "The Right Way to Manage," a 3-day seminar from Conway Quality, Inc.
- Approximately 71 staff and 4 technical-service employees attended "The Right Way to Manage," a 2-day seminar from Conway Quality, Inc.
- Nine PATs were formed in OPP. Gary Adams, from Total Quality Dimensions, trained team leaders, facilitators, sponsors, and team members.
No plan currently exists to introduce the CQI philosophy and provide training to other OPP employees.

The CQI Coordinator will assist in implementing the OPP CQI Training Plan as outlined in Appendix D.
The ESG will identify the resources to support the CQI Training Matrix which identifies who should receive the various courses and the sources of training shown in Figure 1.
The CQI Coordinator and directors will encourage and provide all employees access to the CQI Library.

COURSES	PARTICIPANTS
	All Employees	ESG	Supervisors/Team Leaders	Facilitators	Sponsors	Team Members	Source of Training
"The Right Way To Manage" Seminar		X					C Conway Quality, Inc.
"New Management" Philosophy		X	X	X	X		I/M/S/C Conway Quality, Inc.; Total Quality Dimensions
CQI Awareness	X						I/C Total Quality Dimensions
Team Leader Training			X	X	X		C Total Quality Dimensions; HRDC
Team Member Training						X	C Total Quality Dimensions; HRDC
Basic Principles [ZM]	X						I Zenger-Miller Facilitators
Customer Service	X						C/I
Dealing With Change	X						C/I
C = Contract Course I = In-House Training M = Module, Video, Book S = Self Study

Note: See Appendix E for CQI Training - Course Descriptions.