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Friday, July 25, 2014

Where did all the Quality go?

Is it just me or is no one understanding the importance of Quality and most importantly Customer Service? The past months have seen more recalls on cars than I can ever remember. General Motors (GM) needs to pull out their old Dr. Deming four day seminars and review what it means to be a Quality company.

http://autos.aol.com/info/recall/

It's just not GM. Chrysler, Ford (8/14/14 - I just got a Recall on my new Edge)  and the once Quality driven Japanese (Deming Award) car companies are also riddled with poor Quality and recalls.

The United States Government is riddled in Cost of Poor Quality - According to a new report, the U.S. government paid $106 billion in payments in error last year. These included Social Security, Medicare and Medicaid Benefits, unemployment and tax refunds. The Department of Agriculture’s school breakfast program which provides meals to needy children had the highest error rate last year of 25 percent. This is unexeptable. These departments think they have absolute power (Especially IRS) and spend what they want, when they want with no one caring about checks and balances.

Just this week I had three conversations about poor customer service at various schools and colleges in three different states. One school was a college in Ohio, another a private school K-12 in Michigan and another a public high school in South Carolina. When will organizations learn that the hiring process is the most important and customer facing employees (i.e., Secretaries, Administrator Clerks, Admissions Reps, Customer Reps, etc...) the first ones to create a lasting partnership or send people to the exists.

http://qualityg.blogspot.com/2007/09/hiring-process-is-most-important.html

Recently had dinner at Bob Evans - Took 15 minutes for waitress to take order, Cook Dropped Waffle had to re-cook, Gave me a free cookie!


Thursday, June 12, 2014

Shit Can the High School Graduation Party

Re-Post 6/12/14 - It's that time of year again...

I had a lot of time to think this past weekend since I drove to Indianapolis on Friday and returned on Saturday night. Ten hours driving alone in my car listening to talk shows in Michigan, Ohio and Indiana as I drove through these states. While most of the talk pertained to local affairs one thread that was in each state was the shape of our education system from K-16.

I also thought about all the high school graduation parties I have went to over the years, and how this year there are more than a few to attend. However, one of the party's I will be attending is not for the best student in high school but she is one of the brightest. She did enough to just get by in high school and was more caught up in the drama of school and sports and never realized it was a stepping stone to college and a career.

I believe her problem was she just needed to realize the working world requires much more than a high school diploma. Almost every student with caring parents will get their child through high school, but in order to make it through college, one needs fortitude, perseverance, a purpose and money. If it’s the student's own money, you really get a jolt of reality as to what it means to graduate with a degree from a college or certification in a vocational field.

I know this person will find a profession she likes and one she will make a difference in the lives of others as well as herself. While college at times will be a struggle she will enjoy most of her classes and teachers.

High School graduation parties are about money; college graduation parties are about accomplishments.
I have said it before and I will continue to say we need Pre-K-16 (Grade 14 for trade or vocational school) education. The paradigm must change; unfortunately the barriers continue to be some politicians and some state school education administrators. Think of the children and do something right for a change – qualityg says…

“THE VALUE OF A HIGH SCHOOL EDUCATION IN THE
TWENTY-FIRST CENTURY =
LESS THAN OR EQUAL TO MINIMUM WAGE FOR THE
MAJORITY OF STUDENTS”

When will parents and decision makers wake up to the fact that education is a life-long journey and it is the foundation and pre-requisite to becoming a competent citizen for a moral conscience society. We can no longer just allow kids to out of high school with society and corporations now fitting the bill for those who did not master the basic skills in high school. In the long run the state will save money with a better educated work force, less unemployment, more small businesses will open, more corporations will do business here, and less dollar drain on the overall population.

No more diplomas after high school, just a seal of competence and a congratulatory note praising you for reaching an important milestone in your life. Yes, I know there will always be students who drop out, yes there will always be minimum paid jobs and yes this is not a cure all. But I do know this, we are in a “Global” competitive marketplace and those that sit back and whine (would you like some cheeze with that whine) and not control their own destiny will be left behind, you have a choice, get off the can.

Tuesday, May 06, 2014

My own unexpected journey - "There and Back Again"

There and Back Again - " Not like the Hobbit Bilbo Baggins but it looks like I may be headed for another unexpected journey back in to our school (I was Dean of Students) and it's daily inter-workings. My hope is to be an effective "Change" leader and not just another bureaucratic administrator.


Click on Pic to Enlarge- see "quote" over my shoulder

In most school settings officials are known as administrators (Business world = managers and supervisors). What often is lacking is a good leader.

I have often written on the subject of leadership - http://qualityg.blogspot.com/2006/12/leadership-knowledge-management-people.html.

My inner being DNA has always been to be the best leader but I must say there is a difference. You can be a good manager, administrator or supervisor and not be a great leader.

You can be a great leader but not necessary a good manager, administrator or supervisor. How does one become good at all? As always I think the best way is to define the purpose of these titles and then aspire to become all without confusing one for the other. It's like Dr. Deming said "Information and "Knowledge" - are not the same so lets not confuse the two.

I can use my own experiences to determine the differences. Most times as an administrator (Education), manager or supervisor (Business) I would be expected to carry out the plans, work or directives that were established by someone other than me and in most cases even from those above me in the hierarchy.

Often times we followed orders because someone established them and it was expected. The assignments did not enlighten or motivate us to do the work. We did the work because it was our job and those above us (Administrators, Manager, Supervisors) "guided" us because we all needed a paycheck and were in fear of losing our jobs if we did not produce results. We followed because we had to or face the consequences.

Often times we had no idea as to "Why" the work was required especially if we were the customer facing employees (Teachers, Workers) that knew how the work should be done.

A good leader will direct others by being a good communicator - I used to call it a "Transformer."

Transformer – This is where I need to provide an environment for us to excel, where we can have some fun, and if we make a mistake, we learn from it, share the knowledge and go forward. Where change, while often out of our control, is discussed, but more importantly where we as a team can control change and that we also try to control our own destiny.

For example - here are some good traits:

- Lead, Not Control
- Seek Profound Knowledge (System, Variation, Knowledge, Psychology)
- Seek constancy of purpose
- Seek constant improvement
- Take Risks ( if they go bad, serve/protect your people)
- Be willing to experiment
- Embrace (not encourage) error or defects for learning when they happen
- Plan, Measure and respond/predict the future
- Make the hard decisions when required
- Welcome Change and be flexible

Then provide the following method (Six Es) that I developed years ago so people will "VOLUNTARILY" and want to follow and not because they too.

ENVISION – It is my job to relate/communicate to you the corporate, departmental, etc… objectives into a meaningful AIM or purpose for us to follow.

Caution: If the vision cannot be described in a short amount of time (i.e., 15 minutes or less) then you have not thoroughly planned, measured  and communicated a vision that will be successful. If you force the change it may happen but it will not be manageable or sustainable.

ENLIGHTEN (Pre-requisite to Enablement) – This is where we as a Team create an awareness, understanding and sense of urgency as to what is expected of us to meet the objectives.

Caution: If your audience is not excited or at least interested in a short amount of time (i.e., 15 minutes or less) then you may be in for a very tough time in implementing valued change. If the top echelon of leaders do not believe and equally importantly communicate and actively live out the proposed changes nothing will take place.

ENABLE (Pre-requisite to Empower) – Provide the tools, training and education to do the job in order to meet the objectives.

Caution: If you do not seek, serve and gather input from your people that are to do the work and manage the change you have done nothing other that was has been done time and time again and that is create fear, mistrust and non-value added change.

EMPOWER (Pre-requisite to Encourage) – Based on previous EEEs, provide by which we are to operate with each function/process of our work.

Caution: If the culture/environment has not been prepared/nurtured for change it will be short-lived and will not take hold. Effective leaders are sensitive to the challenges facing workers in a changing environment. Not empowering them with the authority, skills and tools to make change happen then you are doomed for another failed attempt for an efficient and effective change. Also, if you do not allow obstacles (That means people too) to be removed from preventing the change you failed as a leader.

EXECUTE (Pre-requisite to Empower) - Based on previous EEEEs, provide the methods and procedures (As developed by all stakeholders) by which we are to operate with each function/process of our work.

Caution: If you do not establish process and quality measures that can identify errors/mistakes then learning and growth will not take place. True learning and change must come through testing and correcting mistakes for improvement. If "Fear of Failure" is evident then people will provide you with false readings and numbers that will eventually leave the change effort in a tampered and damaged state.

ENCOURAGE - Recognize and nurture behaviors for on-going improvements and culture change. Each of us has the responsibility to recognize and praise the good work done by others.

Caution: If you do not celebrate short-wins along the implementation route then long-term change will not take place. Praise and encouragement that is delegated is worthless. Get your butt to where the work is being done.

Here is a PIC (Copyright Protected) that also describes the 7 Es:

Updated 9/14
Envision + Enlightment + Enablement + Execution (added in 2006) + Empowerment + Evaluate + Encouragement = Employee Excellence. I call it the 7es.


Click on Pic to Enlarge

Thus you have a good leader who is also a good administrator, manager or supervisor.


Additional Posts on Educational Change:


http://qualityg.blogspot.com/2012/04/i-would-like-to-see-our-educational.html


Here is an old post but still relevant to the topic:


http://qualityg.blogspot.com/2006/04/qualityg-educationtool-educational.html

Tuesday, April 15, 2014

The Winter that won't quit! We did it - A new snowfall record in Detroit

Updated - April 15, 2014

A new record (98.4 inches) was set for snowfall in Detroit Michigan. Two days ago we were enjoying a Spring 70 degree day. What a difference a few days (Many times it can be Hours) makes in Michigan. The dogs are confused but love the snow!

http://www.detroitnews.com/article/20140415/METRO08/304150043/Metro-Detroit-breaks-seasonal-snowfall-record


Updated - March 12, 2014

One week until Spring and we are in the midst of another Snow Storm and Winter Freeze (3 degrees tonight). The all time record is 93.6 inches in 180 and 1881 and with today's snow we will pass 90 inches.

Even our Great Lakes are setting ice records with all of them 90 percent + frozen. Lake Michigan below:



A snowy start to 2014:



2013 is gone and I would like to thank the 80,000 plus visitors to my Blog this past year (up 4,000+ from last year). I hope the information I have provided has been useful and beneficial.

As I look over the stats the following are the most searched on topics within my site for 2013:


Posts - Example for one month

EntryPageviews
390
199
128
59
Mar 22, 2007, 2 comments
45



Sunday, March 09, 2014

School Test Scores That Don't Add Up - and that surprises you?

March 9, 2014 -      I wrote on this same topic over the years. - Please read my write-up from 2011 below this current update.

I read in my local newspaper today about an article that describes the results from the state MEAP results for student testing.

http://thenewsherald.com/articles/2014/03/09/news/doc531a1a4112bde098112937.txt

http://thenewsherald.com/articles/2014/03/09/news/doc5319e1eed57d2837907197.txt

My own District - http://thenewsherald.com/articles/2014/03/06/news/doc53187d744b0cb739540056.txt

What you will find are words like "Trending, Results, Review, Average, Analyze, Compare"... These are Result Measurements and Effective Statements that continue to provide non-systemic answers to the continuing saga of not knowing how to fix or provide process improvement type solutions. Process (Result) and Efficient (Effectiveness) measurements must be established so the Voice of the Process can be identified and improved on an on-going basis.

The key word in my last statement is Process. Never do I read where students (Key input in the education Process) are tracked through out (Quality People call this Throughput) the education system. The educational leaders making comments/statements want to use the end result data to describe the problem and that is just plain wrong and no one cares because they hope the next test results will be better. Many of the folks making these comments or reviewing the data were not involved in the previous data collections and now try to figure out the data from a current perspective and rely on the next proposed educational solutions (Common Core) to solve the same existing problem.

I will know progress is being made when I hear/read those process owners/leaders of their educational system(s) start providing data and solutions prior to the reports coming out. The Test Results should for the most part already be known if they have the correct process/efficiency measures in place. It's just like the auto companies of old that used to us how well they did after the car was built. Quality Control was at the end of the process. I believe in many cases Quality Control for education is still at the end of the process being driven by after the fact result figures, data and information.

We must track the data through the process from beginning to end using the students (Good random sample size) as one of the key measuring points through the process. Ask yourself these questions:

Do your data gathers track your school data by Grade Level like the results or do they track individual students starting in Kindergarten and follow them through high school?  Do your Data Gathers identify students in trouble and track these students for improvement? Do your Data Gathers share and educate the teachers in the process from year to year? Do your Data Gathers break this data down for root cause analysis by including teachers and parents in the process?



Click on Pic to Enlarge

Schools need Fact Based Data Information and Specialists to create and implement solid improvement plans. Until then I will continue to update these posts every few years as I continue to be frustrated.


March 6, 2011,

Here we go again. Another article about the shambles of our education system; particularly our test scores.

We what the heck did you expect. All we do is Tamper and establish non value added solutions and after the fact assessments using results driven short term data and distorted test results.

The following is an exchange of some simple questions that go on every morning when results driven staff meetings take place (regardless of industry).

How are we doing? Uh, not so good How can we do better? Uh, we have some ideas Are we achieving the results that we want? Uh, we are not sure what you want or mean
These are such simple questions. Uh, well, Uh,
Why is it so difficult to get answers? Uh, the people won't do what we want, but we are going to give them some ultimatums
OK, that sounds good, let me know the results of all the changes you implement and give me the names of the people responsible. Uh, will do (now imagine a bunch a people running to the bathroom to .... their drawers and take there daily dose of Pepto Bismal - HA!)

Let me provide some wisdom provided by Dr. W. Edwards Deming on this subject – “Dr. Deming spoke of 3 ways to improve (Does not imply "good") the figures: distort the data, distort the system and improve the system. Improving the system is the most difficult.”

Following is a prime example of distorting the data:

In today’s front page of my paper (Detroit Free Press 3/6/2011) I read:


When test scores don't add up: 32 metro Detroit schools show improvements too good to be true
Each year, millions of children in Michigan and across the nation take state standardized tests that impact everything from a school's reputation to how teachers will be evaluated to whether schools will even survive.

The pressures to perform, experts say, tempt some school administrators and teachers to cheat.

The Free Press, as part of a nationwide investigation with USA TODAY and other partners, analyzed millions of test score results and found that 34 schools across Michigan -- 32 of them in metro Detroit -- showed test score gains over a one-year period that experts say are statistically improbable. More broadly, the analysis found 304 schools in six states and the District of Columbia that had test scores so improbable, they should be investigated. Besides Michigan, the states were Arizona, Colorado, California, Florida and Ohio.


Rest of story - http://www.freep.com/article/20110306/NEWS06/103060602/When-test-scores-don-t-add-up-32-metro-Detroit-schools-show-improvements-too-good-true?odyssey=tabtopnewsimgFRONTPAGE


Here is the comment that got me the most “Huge gains by some metro Detroit schools should be red flags of tampering, experts say.

Want to know about "Tampering" - enter the word in the search box on the right hand side of this blog.

Are you kidding me? Experts? Are you kidding me? This is the same crap that goes on in the business world everyday and I have written about tampering so many times bases on the teachings of Dr. Deming. Experts? Take the time to understand what it means to improve a system (any system).


“Distort the data, distort the system and improve the system. Improving the system is the most difficult.”


Educational Leaders (national education czar, state educational directors, superintendents, and principals) are responsible for the system. STUDENTS, administrative staff, teachers and support staff work in the educational system and while they are responsible for their own behavior, they cannot be held accountable for the results of the system. For example, last month, many students crammed for mid-term exams. Teachers hold students accountable for all learning and they "measure" their learning by exams! Cramming for exams is how students attempt to distort the system (i.e., the learning system) in order to get demanded results.


Other profound statements about “Distort the data, distort the system and improve the system. Improving the system is the most difficult.”


The following is an excerpt from Chapter 4 of The New Economics, second edition by W. Edwards Deming:

A teacher, not wishing to penalize anyone unjustly, will pass a pupil that is barely below the requirement for a passing grade.

Fear invites wrong figures. Bearers of bad news fare badly. To keep his job, anyone may present to his boss only good news.

A committee appointed by the President (regardless of industry i.e., Superintendent) of a company will report what the President wishes to hear. Would they dare report otherwise?

An individual may inadvertently seek to cast a halo about himself. He may report to an interviewer in a study of readership that he reads the New York Times, when actually this morning he bought and read a tabloid.

Statistical calculations and predictions based on warped figures may lead to confusion, frustration, and wrong decisions.

Accounting-based measures of performance drive employees to achieve targets of sales, revenue, and costs, by manipulation of processes, and by flattery or delusive promises to cajole a customer into purchase of what he does not need (adapted from the book by H. Thomas Johnson, Relevance Regained, The Free Press, 1992).

A leader of transformation, and managers involved, need to learn the psychology of individuals, the psychology of a group, the psychology of society, and the psychology of change.

Some understanding of variation, including appreciation of a stable system, and some understanding of special causes and common causes of variation, are essential for management of a system, including management of people.

Want more examples that I have found read my blogs about Dr. Deming and Education. Just click on the labels below or on the left side bar of the web site.

Do yourself a favor - Google or Yahoo or Bing or whatever and learn about the teachings of Dr. Deming. Maybe then we can start to transform our educational system. Not Change but Transform!