Spring 2011 Second Wednesday Series - June

Creating a Quality Culture: Going from Good to Great

Wednesday, June 8, 2011, at the U.Va. Richmond Center, 8:30 am–3:30 pm

Program Preview

Southwest Airlines, L.L. Bean, Disney — what do these three very different businesses all have in common? They are known for the high quality of service they consistently provide to their customers. Their approach to process improvement is seamlessly embedded within their organizations.
How can we in the private sector — where the main focus is service to our citizens — achieve this level of customer service in the face of limited budgets and resources? This one-day workshop will explain the concept of a quality culture where the focus is on process improvement, and the return on investment is a satisfied citizenry and a high-performing employee base.

This workshop will help you to

      • define a quality culture
      • identify the principles of a seamless and continual process-improvement
        approach to business
      • illustrate what this approach looks like at every level within the
        organization
      • explain and apply a process-improvement model: its phases and
        application within the work environment
      • assess the quality culture within your own work environment

About the Trainer

Sherri Dosher is curriculum coordinator of Chesterfield County’s Center for Organizational Excellence. Her duties include instructional design and curriculum planning; design and maintenance of the Chesterfield University and Quality System websites; and coordination of the online learning program and multimedia authoring initiatives. Sherri is also an adjunct instructor for John Tyler Community College.
She holds a B.S. in education from the University of North Alabama and has completed graduate work in instructional technology at VaTech.

For more information, please contact Dereck Stonesifer at das7se@virginia.edu or 804/371-0101.