What does the Program Quality Director Do?
By John Cox
Gerard, Patricia and I at the District Officer Training in Chicago
Quality and excellence feature in all our roles!
But both are ill-defined and mean different things to different people.
As your Program Quality Director my main responsibilities are:
- Club quality and member retention,
- Division, area and club officer training,
- District conference,
- District-wide speech contests, and
- Education programs and Toastmasters materials
Supported by Division and Area Directors, Club Officers and Conference Teams I am confident we will get the job done.
During my career I scoured the world to help me understand and promote to my clients’ excellence in business and commerce. Many countries hold annual awards for quality and excellence.
In Japan they have the Deming Prize, established in 1951 to honour W. Edwards Deming who contributed greatly to Japan’s proliferation of statistical quality control after World War II.
USA has the Malcolm Baldrige National Quality Award. Malcolm Baldrige
served as United States Secretary of Commerce during the Reagan administration.
The European Foundation for Quality Management (EFQM) is a not-for-profit membership foundation established in Brussels to increase the competitiveness of the European economy.
I was fortunate to meet and speak to award winners of all three awards, helping me to author a guide for UK businesses entitled: “Towards World Class Performance.” I also regularly attended the annual Baldrige Quest for Excellence Conference in the USA.
So, what did I learn and how can that be used in Toastmasters?
Exceed Expectations (the Member Experience). Put Customers (members and guests) first, before profit (DCP goals). If you exceed their expectations profit/results will follow.
Measurement drives performance. Understand leading and lagging measures. Profit (DCP goals) is the result of getting everything else right – quality, employee, customer and supplier satisfaction. Moments of Truth is our best tool for measuring how well we deliver quality in our clubs to meet the needs of our members and visitors.
Leadership versus Management. One
strengths is the opportunity it gives to its members to practice leadership skills in selling a vision, agreeing targets, running meetings, giving feedback, managing performance, etc. However, it is also one of our greatest weaknesses, handing our clubs, areas, divisions and districts over to new leaders with little training to carry out their roles.
We now have less than a year left in our roles to make a difference.
We can help to “raise the bar” in our own and other people’s lives by:
- Enhancing the member/guest experience at our meetings,
- Getting feedback on our own and our clubs’ performance via Moments of Truth,
- Sharing knowledge, experience and wisdom,
- Encouraging fellow members to embrace Pathways, take on more roles and progress their speeches,
- Recognising even the smallest improvement – it may have been a big step for them, and
- Focusing on member retention – 68% of non-renewing members said that “something could have been done” to convince them to renew.
But above all enjoy the experience and have fun.