Concordia Publishing House

ETM 627: Quality ManagementDate: September 16, 2014

Team Members: Ryan Jones, Raven Malone, Kayla Dunbar

Overview

• Leadership• Strategic Planning• Customer Focus• Measurement Analysis and Knowledge

Management• Human Resource Focus (Workforce)• Process Management (Operations)• Business Results

Leadership

Reflect values at weekly staff meetings

Leadership

• Code of Conduct is updated annually - Workforce is tested for understanding and

agreement before signing• President publishes his contact info on customer

communication vehicles and in letters to customers inviting questions and suggestions

• Invested in PC systems and Ipod Touch technology for home use by every employee

-Promotes innovation of new products

Strategic Planning

Customer Focus

• The core value of Customer Focus is used to the workforce in many different ways

• CPH’s (Concordia Publishing House) management focuses all internal communication around serving customers and making itself available to customers on a 24/7 basis.

• They also encourage an ownership mentality from it’s customers

Customer Focus

• CPH participates with it’s customers in them in church ministries and other things

• Have many different listening methods to provide data into the VOC (Voice of the Customer) Process

• The Publisher reads all VOC comments.• The data is used to evaluate current issues and

trends and new customer expectations.

Customer Focus• Many different listening methods– Personal Communication

• Call Center• Conventions• Social Media

– After Purchase Surveys• Survey Engine• In-Package Postcards

– Product Development• Focus Groups

– President’s Call to Action• Web Site• Letters• Social Media

Measurement, Analysis, and Knowledge Management

• Data is selected based on several criteria: – Does it support a Strategic Objective?– Is the data actionable?– Can the collection and analysis be reliably accomplished in a timely manner?

• Data is collected in real time, compiled, and then made available on the KPI Dashboard

• The Dashboard allows total workforce access online to:– the Strategic Planning Waterfall– the SPP and Calendar; Strategic – Directions and Strategic Objectives– Annual CPH Business – Plans – Marketing Plans and budgets– Publishing Plan – Operations Plans – Process maps and flow charts – Online functionality to revise Action Plans in real time– Access to Product Investigator, CRM Insight, W4 Segmentation, and VOC.

Measurement, Analysis, and Knowledge Management

• CPH now has immediate access to customer data• With the ability to analyze the data to a transaction or

customer level, CPH can the project a baseline for future performance

• They can also compare new product offerings to similar past offerings and look at sale trends

Workforce Focus

• Workforce Environment– Focused on 4 main categories:

Workforce Focus

• Workforce Engagement– Conducting biennial workforce surveys in order to

receive information, suggestions, and ideas to further help workforce engagement.• Employees encouraged to submit ideas at any time

– Create a family atmosphere• Remove barriers between departments

– Learning and Development Sessions• Surveys Taken to make them better

Operations Focus

• Work Systems– Three Key Work System Components: • Product Development• Customer Care• Distribution

– Supported by:• Human Resources• Information Technology• Finance• Facility Management

Operations Focus

Business Results

Business Results

Business Results

Resources

• http://patapsco.nist.gov/Award_Recipients/index.cfm

-2011 Concordia Award Application Summary