- success stories
	- post conference results on the web and send by email
	- send results of the conference via hardcopy to each operational area to be posted on bulletin boards.

Team #2 — How effectively are quality plans resourced, reviewed and steps taken to ensure accomplishment?
Champion: Betty Roberts
Goal: Implement a streamlined process to commit resources and to ensure success of quality improvement plans (QIP).
Estimated Completion Date: July, 2002
Key Success Factors:
90% of all QIP are completed on time
20% of quality plans resourced and reviewed
Action Steps:
establish a Quality Council
appoint a Quality Coordinator
create a resource allocation and commitment methodology
celebrate the completion of QIP’s
create guidelines for communicating about QIP’s
establish QIP training for QIP team members

Team #3 — To what extent does IT assess employee attitudes/motivation?
Champion: Dennis Fouty
Goal: To improve employees’ attitude and motivation via assessment and analysis.
Estimated Completion Date:
Key Success Factors:
improved productivity
improved quality of work
higher customer satisfaction
lower turnover
improved assessment scores
Action Steps:
form a team (cross IT departments, tech & non-tech)
create assessment tools with IT manager input
perform a pilot test
perform periodic assessments
report results to all IT management and employees

Team #4 — To what extent do you think employees of all categories are:
a) involved in quality planning?
Champion: Steve Green

Pilot Champions:	Jim McGee
	Sam Longoria

Goal: Involve employees in quality planning.
Estimated Completion Date:
Key Success Factors:
5% employee commitment in improving quality (time)
20% reduction in rework
15% reduction in customer complaints
Action Steps:
launch unit level quality workshop — January thru February 2002
functional process assessment at unit level — February thru March 2002
process improvement identification — March 2002
implementation of improvements — April 2002
lessons learned, review of effectiveness — September 2002

Team #5 — How effectively is the current and potential customer base analyzed to determine the differing requirements/expectations of each segment?
Champion: Arun Jain
Goal: Improve analysis of customer requirements and expectations.
Estimated Completion Date: On-going
Key Success Factors:
improve customer satisfaction
decrease customer complaints
Action Steps:
establish focus groups
conduct surveys
host forums
analyze measurements
IT response meeting
re-measure; follow-up regularly