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Building
Excellence Brick by Brick
Acton,
Ltd. is one of the largest direct mail companies
in the U.S. Missouri-based Persona Group,
Inc. recently helped Acton create a Total
Quality Excellence initiative to support
the goal of becoming the most customer-focused
company in its industry.
The Organizational Alignment Survey
was used to help Acton focus on its core
mission and become better aligned. The Persona
training curriculum included Persuasive
Communicator, Managing Performance, and
PRIDE. To date, over 300 employees
in four locations have taken part in one
or more aspects of the initiative.
The company expects cultural change to
evolve over a 12-month period. Acton COO
Dave Teachman offers an instructive analogy.
"Building a Total Quality Excellence
program is like building a house,"
he says. "You must have the right
plans, a solid foundation, and the best
bricks and mortar. The OAS is
like the architectural plan, Persuasive
Communicator and Managing Performance
are the foundation, and programs like
PRIDE quality training are the
bricks and mortar. You need all the components
to succeed."
The
OAS is like the architectural plan, Persuasive
Communicator and Managing Performance
are the foundation, and programs like
PRIDE
quality training are the bricks and mortar."
Acton President Ron Wells observes that
the initiative is already becoming part
of the Acton culture. "The OAS
and PRIDE, in particular, have
received tremendous buy-in from the entire
organization," he explains. "People
are truly trying to take advantage of what
they've learned."
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