Building and Sustaining a Culture of Quality

Concurrent Session

M38 - The Art of the Sale: Getting Buy-In From All Levels

Monday, April 30
3:00 PM - 4:00 PM
Location: WSCC 602 - 604

Level: Basic

For many quality management professionals, getting management buy-in, developing strong teams, and having others support quality initiatives can seem like an impossible hurdle. While much of quality is founded on fact-based decisions and use of statistical tools, people still do the work and can often be the most challenging element of a continuous improvement project. The ability to understand what drives others will help a quality manager build strong teams, while ensuring they are presenting the right information to the right audience in the right way for maximum effect.

This session will delve into personal dynamics to "sell" quality to management, how to uncover employee motivators, and understanding team dynamics to transform low-performing teams into high-performing teams. Touching on elements such as team assessment tools and emotional intelligence, combined with real-world examples, attendees will learn simple, practical tools and have engaging conversations to be able to reach others, persuade them, and meet goals.

Learning Objectives:

David Muncaster

National Manager, Continuous Improvement and Customer Survey
Staples Business Advantage Canada
Maple Ridge, British Columbia, Canada

David Muncaster is the Manager, Continuous Improvement and Customer Survey for Staples Business Advantage Canada. Staples Business Advantage is the business-to-business arm of Staples, Inc. and is the world’s largest supplier of office products, facility and break-room supplies, furniture and print services. With Staples Business Advantage for over 10 years, he has worked to develop a company-wide culture of continuous improvement, ensured continued certification to ISO 9000 and 14000, developed Sustainability initiatives for the Western Region and introduced COR Health and Safety Certification in Alberta, Nova Scotia and Newfoundland. In addition, David is responsible for the customer survey process which measures customer satisfaction within all areas of Staples Business Advantage. Before Staples, David worked with a local manufacturing company for 10 years as the Technical & Quality Manager. David Muncaster is past Chair of ASQ Vancouver Section 408. The first person in Staples Business Advantage Canada to receive training in Lean Six Sigma, he has also been certified by ASQ International as a Six Sigma Black Belt.


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Russ Kirkham

Space Dynamics Laboratory of the USU Research Foundation


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M38 - The Art of the Sale: Getting Buy-In From All Levels


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