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your feedback, and email it back to them. They can then improve their action plans on the
basis of your comments, and resend them to you for final approval. You may of course find
it more effective to give all your feedback in person using the print versions. In your
feedback pay particular attention to how clearly the action plans are written: Are they easy
A Roadmap to Quality 4 Trainer Guidelines Trainer Guidelines.qxd 3/10/05 12:31 PM Page 5 to read? Is their logic easy to follow? Are conclusions based on solid facts and welldeveloped arguments?
You may now choose, if you feel it is appropriate, to get all the groups to work together and
prepare a final agreed action plan for their company. If the numbers make this difficult you
could form new groups, each group being composed of representatives of different original
groups. (You can do this by assigning each member of an original group the letters A, B, C
and D, and then forming groups of As, Bs etc.) But, of course, it can also be a good idea to
present alternative action plans to the decision makers. What is important is that, among
these various methodological suggestions, you choose what is most appropriate for your
participants and for your own training style.
Finally, in whatever manner is most appropriate in your situation, the completed action plans
are sent to the appropriate person in the company. 3. Plan your programme
First establish the overall aims and content of your programme. One approach is to:
• Talk to those in charge and find out where they see a need for TQM-based
• Examine A Roadmap to Quality and identify the units that seem relevant to these needs.
Here you will find helpful the unit and text summaries which give overviews of the
• Present your proposals for programme content to those in charge and reach agreement
on which units (or texts) to include in your programme.
Having established the broad aims and content, your next step is to identify the concrete and
specific improvement needs in the departments and workplaces from which your participants
will come. You can do this by talking directly to department heads and prospective
participants, or by sending them the Improvement Needs Analysis from A Roadmap to
The Improvement Needs Analysis is a form which you can print out or email. Enter the web
address of A Roadmap to Quality and a list the units and texts to be included in the training
programme. Respondents should answer the following questions (adapted to suit the
selected units and texts):
• What problems do you have in your workplace in each of these areas?
• What steps have you already taken to deal with these problems?
• How successful have these steps been?
• If they have not been completely successful what are the reasons: lack of funds,
resources, know-how, motivation etc.?
• What steps could have been taken that were not?
• What steps do you think should now be taken?
• What would you hope your department will gain from this course?
• What do you hope your staff will gain?
The form is in two versions, one to be completed by the head of the client department and
the other by participants. In the latter, participants also answer the questions listed above,
A Roadmap to Quality 5 Trainer Guidelines Trainer Guidelines.qxd 3/10/05 12:31 PM Page 6 and enter their work experience, training courses taken, and qualifications etc. This
information will help you in planning the course. Many texts, though short, have a lot of
detail, so the probable reading skills of participants will affect your decisions about timing
and whether to include complex charts or figures.
The form is in a Word file so that you can adapt these questions or add new ones. The web
address of A Roadmap to Quality is included so that your clients can look, in whatever detail
they wish, at the proposed training content – or you may choose to give them a copy of the
CD, or send them printouts.
Examine this feedback carefully, look again at the agreed units and texts and decide whether
any changes are needed to the selection. If yes, discuss and agree these with the person-incharge. Read ‘An Introduction to TQM’ to get an idea of the basic concepts of TQM. 4. Prepare your programme
Study the materials: To prepare your programme you should first:
• Make yourself thoroughly familiar with the selected units and texts. This is best done on
the website with the cross-referencing links, pop-up word definitions, and pop-up
windows with sample forms, tables and charts.
• Do the Test to assess how well you have absorbed the content of the material.
• Review the returned Improvement Needs Analysis form to check if there are any parts of
the selected materials that could be problematic for your participants, for example,
specific guidelines that they may not find relevant, or some that may be particularly
difficult to implement. In doing this you will find the RADAR questions useful. Give
special thought to these...
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This note was uploaded on 10/07/2013 for the course MKT marketing taught by Professor Anamika during the Spring '12 term at Punjab Engineering College.
- Spring '12