LPHR Magazine (March 2013) - Page 56

PRACTICES LPHR 3/13 WORKSHOPS CQI CQI = CONTINUOUS QUALITY IMPROVEMENT The purpose of CQI sessions is to always be focused on equipping, training and developing together. If you are a consumer facing business, identify a consistent time frame where business as usual won’t be interrupted by conducting a 30-45 minute workshop. effectively resolving customer concerns or even does this so well that the customer doubles their original order, take the opportunity to celebrate the win and invite the employee to host the next workshop to teach everyone else how they did it. Leaders can use discretion to help coach individuals priFor example, a retailer’s store traffic is typi- or to leading workshops to ensure concally lighter during 2pm-3pm on Tuesdays sistency across your common message. and Thursdays. This would be an ideal time to host CQI workshops each week. Lead- This practice is an invaluable way to coners can enlist mentors, new hires, product duct boundary spanning and shared develexperts or cross-functional leaders in the opment during specific time slots each week. process of teaching CQI workshops. This practice sets the tone for an ongoing learn- Leadership is a choice and making each moing focused workplace. Enlist your team! ment count with effective leadership practices is a choice successful leaders make. If one of your sales reps saves a big sale by MARCH 2013 | LPRH.CO