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Leading the Nation celebrates successful management in the public sector. This two part series revels how organizations in the public sector have met new challenges, changes and implemented total quality management processes. The rewards are powerfully shown in higher employee satisfaction and productivity.
You will be motivated as you learn how two winners of The Federal Quality Improvement Prototype Award overcame bureaucratic challenges and embraced change. Concrete examples of teamwork in action revel how these new management processes can revolutionize the workplace.
In Volume2: Customer-Driven Quality, you'll see how the Fresno office of the IRS shifted its focus to internal and external customer service in order to improve quality. The changes that happened required the commitment of people at all levels of the organization. Lean how people shifted their outlook on work and the customer. As people tell their stories, you'll learn how these changed them both personally and professionally. This video provides a unique perspective on how TQM works in a service organization.
KEY LEARNING POINTS:
- See how to move from red tape to results
- Lean the importance of teambuilding and putting the customer first
- Lean new ways of implementing ideas and taking action in your own organization
- See why customer service is an integral part of success in the quality improvement process.