Asking Smart Questions

44 Pages·2013·1.83 MB·English

by  Dennis Sergent

CQI
 Learning
 Lunch

Asking Smart
Questions
and

Growing in New Directions
October
 10,
 2013

CQI
 Preview
 -­‐
 9:00
 AM
 to
 10:00
 AM
 -­‐
 Dial-­‐In

Capital Quality & Innovation
Audio Bridge - Conference Access 1-567-314-9082
Conference Passcode 734 254 9433
Learning
 Lunch
 -­‐
 10:30
 AM
 to
 1:00
 PM
 -­‐
 In
 Person

University
 Club
 of
 Michigan
 State

3435
 Forest
 Road,
 Lansing,
 MI
 48909

517-­‐353-­‐5111
2013
 -­‐
 SPONSORS

-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 4/15/13

 Page
 2
Excellent
2013
 CQI
 Programs

•  Jan 7 - Learning Lunch @ 10:30 AM *
–  Idealized Design – Starting Over With A Clean Sheet of Paper
•  Jul 10 - Learning Lunch @ 10:30 AM *
•  JANUARY 23 - CQI BREAKFAST PROGRAM @7:30 AM
–  Understanding Variation
–  Lean, Learn & Transformation - Jim Manley & Dennis Sergent-
•  Aug 14- Learning Lunch @ 10:30 AM *
•  Feb 12 - Learning Lunch @ 10:30 AM * –  Analyzing Performance in Systems
–  Cultural Influences on Change
•  Sep 9 - Learning Lunch @ 10:30 AM *
•  Mar 11 - Learning Lunch @ 10:30 AM * –  New Learning Systems
–  Understanding a Theory of Knowledge – How We Know What
•  Oct 10 - Learning Lunch @ 10:30 AM *
We Know
–  Asking Smart Questions
•  MARCH 28 - CQI BREAKFAST PROGRAM @7:30 AM
•  OCTOBER - CQI BREAKFAST PROGRAM @7:30 AM
–  Bernadette Johnson - Title To Be Announced
–  QUALITY IN EDUCATION
•  Apr 9 - Learning Lunch @ 10:30 AM *
•  Nov 12 - Learning Lunch @ 10:30 AM *
–  New Neuroscience and Impacts on Thinking
–  Understanding Psychology in Organizations
•  May 13 - Learning Lunch @ 10:30 AM *
•  NOVEMBER - CQI BREAKFAST PROGRAM – Date TBD
–  Systems - How We Define Them, Is Everything
–  THE NEW ECONOMICS of QUALITY in INDUSTRY
•  MAY 29, CQI BREAKFAST PROGRAM @7:30 AM
•  Dec 9- Learning Lunch @ 10:30 AM *
–  SOAR TO NEW HEIGHTS WITH APPRECIATIVE INQUIRY - John
–  Prediction - Problems or Solutions?
Victory -
•  DECEMBER - CQI BREAKFAST PROGRAM @7:30 AM
•  Jun 11 - Learning Lunch @ 10:30 AM *
–  QUALITY IN GOVERNMENT
–  Customers and Understanding Their Voice
SPRING 2013 - CQI ACADEMY FALL 2013 - CQI ACADEMY
•  September 11 - Introduction to Quality
•  March 13 - Introduction to Quality
•  September 25 - Voice of the Customer
•  March 27 - Voice of the Customer
•  October 9 - Systems Thinking
•  April 10 - Systems Thinking
•  October 23 - Understanding Variation
•  April 24 - Understanding Variation
•  November 6 - Psychology
•  May 8 - Psychology
•  November 20 - Capstone Project Presentations
•  May 22 - Capstone Project Presentations
•  CQI
 PREVIEWS
 ARE
 SCHEDULED
 @
 9:00
 AM
 –
 Every
 Learning
 Lunch
 Morning

These
 are
 audio
 conferences
 on
 the
 topic
 of
 each
 month’s
 Learning
 Lunch!

3

-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 4/15/13

 Page
 3
Excellent
2014
 CQI
 Programs

•  Jan 7 - Learning Lunch @ 10:30 AM *
–  Constancy of Purpose
•  Jul 10 - Learning Lunch @ 10:30 AM *
•  JANUARY 23 - CQI BREAKFAST PROGRAM @7:30 AM
–  Instituting Leadership
–  LEAN, LEARNING & TRANSFORMATION - Jim Manley & Dennis Sergent
•  JULY - CQI BREAKFAST PROGRAM @7:30 AM
•  Feb 12 - Learning Lunch @ 10:30 AM * –  QUALITY IN HEALTHCARE
–  Adopting the New Philosophy
•  Aug 14- Learning Lunch @ 10:30 AM *
•  Mar 11 - Learning Lunch @ 10:30 AM * –  Transforming From Fear to Trust
–  The New Economics of Government – The Chain Reaction
•  SEPTEMBER - CQI BREAKFAST PROGRAM @7:30 AM
•  MARCH 28 - CQI BREAKFAST PROGRAM @7:30 AM –  QUALITY IN SERVICE INDUSTRY
–  QUALITY IN GOVERNMENT
•  Sep 9 - Learning Lunch @ 10:30 AM *
•  Apr 9 - Learning Lunch @ 10:30 AM * –  Breaking Down Barriers
–  Deming, Lincoln and King -
•  Oct 10 - Learning Lunch @ 10:30 AM *
•  May 13 - Learning Lunch @ 10:30 AM *
–  Prison Break! Getting Out of the Prisons We Design
–  Improving Forever the System of Service and Production
•  NOVEMBER - CQI BREAKFAST PROGRAM – Date TBD
•  MAY 29, CQI BREAKFAST PROGRAM @7:30 AM –  THE NEW ECONOMICS of QUALITY in INDUSTRY
–  QUALITY IN EDUCATION - Steve Cousins – Traverse City Public Schools
•  Nov 12 - Learning Lunch @ 10:30 AM *
•  Jun 11 - Learning Lunch @ 10:30 AM * –  Smarter Performance Appraisals
–  Breaking the Cost and Price Cycle of Decline
•  Dec 9- Learning Lunch @ 10:30 AM *
SPRING 2014 - CQI ACADEMY
–  Putting Everyone to Work on Transformation
•  March 5 - Introduction to Quality FALL 2014 - CQI ACADEMY
•  March 19 - Voice of the Customer •  September 11 - Introduction to Quality
•  April 2 - Systems Thinking •  September 25 - Voice of the Customer
•  April 16 - Understanding Variation •  October 9 - Systems Thinking
•  April 30 - Psychology •  October 23 - Understanding Variation
•  May 14 - Capstone Project Presentations •  November 6 - Psychology
•  November 20 - Capstone Project Presentations

•  CQI
 PREVIEWS
 ARE
 SCHEDULED
 @
 9:00
 AM
 –
 Every
 Learning
 Lunch
 Morning

These
 are
 audio
 conferences
 on
 the
 topic
 of
 each
 month’s
 Learning
 Lunch!

4

-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 4/15/13

 Page
 4
Excellent
CQI
 Academy
 of
 Quality
 Fundamentals

QUALITY, INNOVATION & LEADERSHIP FUNDAMENTALS - AIM
CQI’s APPROACH
•  Teach the fundamentals of quality systems, including quality
management, continuous improvement, innovation and leadership •  We engage learners in their own learning, coordinated
exemplified in the System of Profound Knowledge. with your organization’s leadership.
•  Learn how these principles, practices and tools make a significant, •  We use accelerated learning/adult learning principles
positive difference in your professional lives and the organizations and practices in readings from “The New Economics”,
you work in. in workshop dialogue, individual and team exercises,
plus homework on your projects in interim weeks.
•  Provide a foundation for any person or organization that desires to
be a leader in quality and innovation. •  We also make our instructors available to learners
and your leadership through coached team calls and
COST provide on call advice to participants for their projects.
6 Tuesdays, Wednesdays, or
•  The cost is $2400 for the public Thursdays, 2 weeks apart •  Once we have a minimum of twelve (12) and up to
and $1800 for CQI members. -  8:30 AM to 5:00 PM forty-eight (48) participants, we send out pre-course
Early-bird and multiple seat materials.
pricing is available if you send Located in the Lansing area,
•  On the last day of the academy, learners make a
more than one person. Also and it can be brought to your
presentation to their management, customers or both
included in the price are a flash location
  about what they have done with their project.
drive and all course content.

•  After the academy, we follow-up with the cohort
Parking is free and lodging is
members and their leaders or customers, to see how
available nearby, Day 1 - Introduction to Quality
well they use what they have learned.
•  Individual, one-day sessions of Day 2 - Voice of the Customer
•  At the conclusion of the Academy, the participants and
the academy are available by
Day 3 - Systems Thinking their leaders will also be asked to confirm their post-
special request and are $900 per
Day 4 - Understanding Variation academy assessment and receive a monthly time
person for the public and $600
Day 5 - Psychology window to call into a regularly scheduled conference
for CQI members with a class of
bridge to stay connected to their class.
Day 6 - Capstone Projects
24 participants minimum.

Walk
 in
 with
 a
 problem
 and
 walk
 out
 with
 soluRons!

5

-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 4/15/13

 Page
 5
An
 IntroducSon
 to
 Learning
 Lunch

•  Learning,
 not
 training

–  This
 is
 about
 you,
 not
 the
 facilitator

•  Dialogue,
 not
 a
 lecture

–  We
 will
 facilitate
 the
 dialogue
 about
 the
 subject

•  We
 will
 not
 read
 the
 slides
 to
 you

–  We
 will
 use
 the
 handouts
 as
 a
 point
 of
 reference

•  You
 do
 not
 need
 to
 read
 the
 slides

–  But
 it
 might
 help
 you
 learn
 more
 if
 the
 subject
 maKers
 to
 you

•  Part
 of
 an
 Emerging
 TransformaSon
 of
 Quality

–  Management
 Development
 –
 Philosophy,
 Principles
 &
 PracPces

–  Professional,
 Quality
 Management
 Fundamentals

–  Excellent
 OperaPons
 &
 Methods

–  Profound
 Knowledge

•  Theory
 of
 Knowledge

•  Systems

•  VariaPon

•  Psychology

-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 4/15/13

 Page
 6
Table
 Dialogues

At
 Each
 Table
 Discuss
 And
 Document:

•  What
 do
 you
 think?

–  Becomes
 “What
 do
 WE
 think?”

•  What
 have
 I
 experienced?

–  Becomes
 “What
 have
 WE
 experienced?”

•  What
 are
 my
 next
 acSon
 steps?

–  Becomes “What are OUR next steps forward TOGETHER?
-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 -­‐
 07/09/2013
 -­‐

 Page
 7
An Aim for Today
•  Learn
–  There is no substitute for knowledge
–  “What is in it for each of us?” applies to all of us
•  Make a difference
–  We have been misled by being stuck in old knowledge
–  The prevailing management and educational “science” is a myth
–  So are our most of our educational notions and institutions, as well as our other
organizations
–  We ought to be leading the world, but we are not
•  Have fun in the process
–  The prevailing system of education has crushed joy out of the schools and
learning.
–  The prevailing system of management has crushed joy out of the workplace.
•  Eradicate superstitious learning
–  We will use theories, facts, PDSA Cycle
-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 -­‐
 07/09/2013
 -­‐

 Page
 8
Today’s
 Topic

•  Our
 Thesis
 -­‐
 We
 Grow
 In
 The
 DirecSon
 of
 Our
 QuesSons

–  To
 build
 the
 capacity
 of
 the
 team

•  We
 must
 build
 capacity
 of
 the
 individuals

•  Smart
 quesPons
 sPmulate
 creaPvity
 and
 innovaPon

–  We
 must
 learn
 to
 think
 together
 to
 grow
 and
 develop
 the
 organizaPon

•  When
 we
 ask
 quesPons
 of
 each
 other

•  We
 seek
 to
 understand

•  From
 LaPn
 quarere,
 to
 ask,
 to
 seek

–  Individuals
 and
 the
 team
 are
 linked
 together
 in
 success
 or
 failure

•  When
 one
 of
 us
 wins,
 we
 all
 win
 -­‐
 We
 need
 to
 win
 together

–  The
 needs
 of
 individuals
 are
 different

–  We
 need
 to
 look
 for
 “false
 choices”
 in
 our
 quesSons

–  And
 be
 careful
 about
 “yes
 or
 no”
 quesSons

•  We
 look
 at
 how
 leaders
 and
 teams
 and
 can
 quesSon
 the
 system
 together

–  We’ll
 explore
 our
 personal
 impacts
 on
 the
 team,
 system
 and
 performance

–  Review
 Models,
 Research
 &
 WriPngs
 of
 Great
 Thinkers

•  Ackoff,
 Argyris,
 de
 Bono,
 Deming,
 Joiner,
 Leeds
 and
 others

•  Share
 Your
 Dialogue
 &
 Thinking

-­‐
 Higher
 Quality
 -­‐
 Lower
 Costs
 -­‐
 BeJer
 Workplaces
 -­‐

Dennis
 Sergent
 517-­‐285-­‐5500
 [email protected]

 -­‐
 07/09/2013
 -­‐

 Page
 9
The
 Power
 of
 QuesSons

•  Underused
 communicaPons
 &
 management
 tool

–  To
 Build
 Teams

–  To
 Manage
 And
 Leading
 People

–  To
 Shape
 Strategy
 And
 Enable
 Change

–  To
 Become
 A
 BeKer
 Leader
 -­‐
 Through
 QuesPons

•  There
 are
 benefits
 in
 a
 quesPoning
 culture

–  When
 we
 ask
 quesPons
 effecPvely

–  We
 must
 acknowledge
 and
 remove
 fear

•  We
 Have
 Trouble
 with
 QuesPons

–  Asking
 the
 right
 quesPons

–  Asking
 quesPons
 without
 triggering
 defensive
 rouPnes
 is
 an
 art

Dennis
 Sergent
 517-­‐285-­‐5500-­‐

 Page
 10
 12/07/2011