Risk and Change

Concurrent Session

M01 - Quality Solutions to Reduce Miscommunciation

Monday, April 30
12:15 PM - 1:15 PM
Location: WSCC 2AB

Level: Intermediate

Adopting a quality mindset for communication has proven to contribute positively to the coordination team's need to drive operational excellence. Considering the added complexity of today's interconnected business context, coordination has become a crucial activity to achieve positive financial results. While most quality professionals focus their attention on physical processes, invisible factors such as communication, culture, and distance are silently impacting the coordination of interdependent players, often with costly consequences. Bearing in mind that communication is a process, and that it lies at the heart of coordination, basic quality tools such as the Ishikawa diagram, 5 Whys, and plan-do-check-act (PDCA) can be used to find the source of costly misunderstandings associated with those factors, and help the design and implementation of sustainable solutions. Although quality is everyone's responsibility, quality professionals can take the lead and expand their influence to every activity that has an effect on the organization's results.

Learning Objectives:

Sam Yankelevitch

CEO Xpress Lingo Solutions
Greer, South Carolina

Sam Yankelevitch is an author, trainer, and speaker who focuses on the problems organizations experience in the increasingly complex supply chains of the 21st century. For more than 30 years, Sam has managed operations in international environments where successful on-time, within-budget execution depended on effective communication. He currently runs workshops and seminars specializing in team alignment and communication in support of focused efforts toward attaining strategic targets. By combining quality tools and lean thinking Sam specializes in ways to objectively clarify the issues at the source, so that true countermeasures can be implemented and sustainable solutions can be achieved.

He has designed several training programs such as International Team alignment, Adopting Quality and Lean Thinking to Improve Communication and Bridging Cultures to Drive Performance. He has presented at international conferences, symposiums, and professional groups. Sam is the co-author of Lean Potion #9: Communication: The Next Lean Frontier and Lean Communication: Applications for Continuous Process Improvement, in which he combines his lean journey and global and operational experience toward solutions for reducing the waste rooted in misunderstandings—a topic further developed in his book Global Lean: Seeing the Waste Rooted in Communication, Distance and Culture. Sam is a member of the advisory board for the Operational Excellence Society and the Supply Chain Council of Appalachian State University. He has a bachelor of science degree in industrial engineering and an executive master’s degree in financial management. He is fluent in Spanish and English, and is well versed in German, French, and Italian.


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Anita McReynolds-Lidbury

Bay Area Rapid Transit


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M01 - Quality Solutions to Reduce Miscommunciation

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