Page 3 - CHEVRON THE QUALITY TIMES VOL 22 3RD QTR 1995 + FEUD FLYER

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had quality training) completed all eight exception of new employees, classes will
I:£o#:nRges,roongrsLattefsanew modules in July., Wendy Blackstock and be scheduled oldy on tspecial\request. If
summer. The eight-module program I fachitated the sessions. you are interested in ,any of these
titled Fourth Generation Management modules for your group or tcam, please
is produced by Joiner Associates, Inc. One of the most important features of see Wendy or mc.
and is intended to replace the Crosby this training prograr[i is the modular
QLuality Training that all employees approach. With the gxception of the Modules are described below. Each
completed a few years ago. Several introductory Module 1 (which shculd be module consists of vide`o segments and
groups in the Region have already included with any new group), workbook exercises.
completed selected modules and 11 of participant groups can choose to attend
our newer employees (who had never only the modules they need. With the '

1. FOURTH GENERATION MAI`IAGEMENT INTRODUCTION (11/4 hrs.).
This module discusses the need to implement change and introduces pardcipants to the Joiner triangle, which captures the
key points of Fourth Generation Management.

2. VOICE OF THE CUSTOMER (2 3/4 hrs.).
This module is based on the premise that orly by being of high value to our customers can our business hope to survive.
It is cnicial that we understand quality as defined by the customer and find ways to bring the voice of the customer into
our organization.

3. PROCESS AND SYSTEM THINNING (3 1/2 hrs.).
This is the first of four modules that focus on a scientific approach. It shous the benefits of viewing our work as a series
of interrelated processes instead of a collection of independent tasks.

4. VOICE OF THE PROCESS (1 hr.).
This module addrcs§es a common problem that arises when people first begin to acoumulate and plot data on their
processes: they over-react (or tamper) and just make things worse. Many actions we now cake for granted are, in
fact, tampering.

5. THE LANGUAGE OF VARIATION (2 3/4 hrs.).
This module provides participants with the tools to avoid tampering and to develop a deeper understanding of the capability
of their processes. The key is understanding variation and reacting appropriately to it.

6. USE DATA T0 LEARN AND IMPROVE (2 1/4 hrs.).
This module introduces participants.to a variety of tools and strategies they can use to collect and analyze data fi.om
their processes. Basing decisions more on factual data rather than gut feelings and hunches is critical to rapid,
sustained improvement.

7. ALL ONETEAM (11/2 hrs.).
This module explores the idea that people within an organization must bectn to treat each other as if they are all in one
rowboat, pulling in the same direction. Without that shift, improvement cannot be sustained.

8. LEADERS MAKING PROGRESS (1 1/2 hrs.).
This module gives participants a chance to apply some of the concepts chey've leaned to real-life Situations. RE