A New Approach To Quality Training

Abstract

This presentation describes the Becton Dickinson Corporate Quality Assurance experience in developing effective professional training programs. Corporate Quality Assurance (CQA) after careful study determined about four years ago that the departments approach to improving the state-of-control within the Company must change. Efforts at that time included quality audits, field consultations, and a great deal of “fire fighting.” The department decided to minimize routine and “fire fighting” activities, and concentrate on long term quality objectives, particularly to developing effective Operational Systems at every location. As a result, the Communications and Training Department was created within Corporate Quality Assurance to deliver the new message to the field. Members of CQA would thereafter have to become educators, trainers, and salesman for the Quality objectives. Some of the problems encountered in the delivery of training programs are described in this discussion. Methods and approaches most successful, as measured by attendee response and long term results, are presented. In addition, some of the communication tools developed are described, including a newsletter and other audiovisual creations. It is the belief of CQA that most of the concepts embodied within this discussion are directly applicable towards resolving many of the recurring problems encountered by Quality Professionals on a daily basis.