National Quality Institute
and
Canada Awards for
Excellence
Who We Are
• NQI is an independent, not-for-profit
organization
• We are proudly Canadian
• We are a ‘service-driven’ organization
• We are dedicated towards Helping Canada
work better.
NQI Mission Statement
NQI Vision
•To be a global leader in promoting and building
organizational excellence
NQI Mission Statement
•Helping organizations to continuously improve
performance and results by providing innovative
national criteria, progressive implementation
programs, services and certification
Canada Awards for Excellence
Vice-Regal Patronage
Her Excellency the Right Honourable
Michaëlle Jean C.C., C.M.M., C.O.M., C.D.,
Governor General of Canada
Canada Awards for
Excellence
Quality
Healthy Workplace
Education
Small Business Customer Service
Healthcare
CAE Mission Statement
CAE Mission Statement
•To inspire organizations by promoting excellence
and showcasing their success as role models in an
interdependent global economy that benefits all
Canadians
Recognizing Excellence
Grammy
Oscar
Grey Cup
Stanley Cup
NQI Canada Awards
For Excellence
Super bowl
Olympic Medals
Recent CAE Award winners
• Presented annually to private, public and not-for-profit sector
organizations that have displayed outstanding performance in
the areas of Quality and Healthy Workplace. Since 1984
hundreds of organizations have received this award including:
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3M
Xerox
R.H. King Academy
Telus
DaimlerChrysler
Delta Hotels
Statistics Canada
Region of Peel
NuComm International
Dofasco Inc.,
IBM
American Express
Lawrence Heights Middle School
Our Board of Governors
Great-West Life
Xerox
NuComm International
DaimlerChrysler
Atomic Energy
Canadian Blood Services
Sun Life
Hill & Knowlton
Kenmar
Canadian Business/Rogers
Purolator
Alterna Bank
WSIB
Town of Markham
Region of Peel
Trillium Health Centre
Powerstream
AMEX
International Trade
Treasury Board
IBM
Ceridian
Canada Post
Cdn Nuclear Safety
Commission
A Strategic Focus on Excellence
– Employer of Choice
– Motivated Employees
– Healthy Employees
– Satisfied customers/citizens
– Social Responsibility
Canadian Framework for Excellence
Canadian Framework for a Healthy
Workplace
Healthy Workplace vs. Wellness
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Not just a fitness program
Comprehensive approach
Sustainable results
Integrated with business planning
Senior leaders engaged
Wellness of people considered in everything you do
Not a quick fix
It’s a change in CULTURE
Integrated Criteria for H/C
Sustained Organizational Performance
Leadership
Planning
&
Programs
People
Process
Engagement Management
Client Focus
Supplier/
Partner
focus
Principles for Excellence
©NQI.2005
.
Quality & Healthy Workplace linkage
• Excellence through quality is more than
about product/service quality
• In the final analysis –”quality of life”
• To sustain quality - better focus needed on
employee health and wellness
• Strategic issue linked to productivity and
competitiveness
Mental Health
• 1 out of 5 employees has a mental disorder
• 1 out of 8 receive effective interaction
• 25 out of 1,000 per year are disabled by mental
illness
• 30 – 40% of disability claims = mental disorders
• Average cost to employers $1,000 per employee per
year, 500 employees = $500,000
• $33 Billion per year in lost production alone
Source: Mensante Corporation and Business and Economic Round Table on Addiction and Mental Health
Dr. Martin Shain
Impacts of Stress - Employer
Low Employee Satisfaction
Low Customer
Low Morale
Satisfaction
High Effort
Low Commitment
Low Trust
Low Reward
+
Low Loyalty
Low Retention
High Demand
Low Control
Low Motivation
Low Creativity
Dr. Martin Shain,
Costs of Stress in the Workplace
Employee Costs
3x Heart Problems
2x Substance Abuse
2x-3x Injuries
2x-3x Infections
3x Back Pain
High Effort
Low Reward
+
High Demand
Low Control
(“Stress”)
5x Certain
Cancers
2x-3x Conflicts
2x-3x Mental Health Problems
Dr. Martin Shain
Stress in the Workplace - Social Costs
Higher Health Care System Costs
Higher Social
Service Costs
High Effort
Low Reward
+
High Demand
Low Control
Higher Law
Enforcement
Costs
Lower Social, Political Participation
Less Community Vitality
Decrease in Quality of Life
Why use a Framework?
• Set of “right things to think about”
• Consistency of focus
• Conceptual base
• Integrates initiatives
Organizational Initiatives
©NQI.2001
NQI Criteria - strategic improvement focus
©NQI.2001
Key Findings from Canada Awards
for Excellence
• Visible and
committed
leadership
• Agreed set of
comprehensive
measures
• Impact of whole
system of work
• Integration into
business plan
• Employee
engagement
• Culture for quality
Some Results Reported by
CAE Winners
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91% improvement in employee turnover
215% increase in cost savings
90% increase in customer satisfaction
33% increase in employee satisfaction
82% reduction in cycle time
59% in price savings to clients
57% decrease in injuries
55% increase in employee pride
48% increase in trust in leadership
NQI Products and Services
NQI PEP®
• Organizations of all types are in the PEP programs
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private sector
public sector
not-for-profit
large & small
• Quality, Healthy Workplace, Tourism, Education,
Healthcare, Government
• Provides a framework and recognition for achievement
along the way
• Not a quick fix
• Re-certification every 2 years
NQI PEP®
Roadmap for implementation
Practical methodology for evaluation
External validation & Certification
Progression sustains “focus”
Levels Three/Four – candidates for
CAE Award
NQI PEP®
4. Sustainability
3. Implementation
2. Planning
1. Commitment
©NQI.2002
One NQI PEP® Testimonial
“The National Quality Institute’s ‘Progressive Excellence Program’
provided our organization with a common sense, balanced approach to
improvement that stopped our ever-tightening spiral of change driven by
outcomes - in our case becoming competitive. The result of adopting
the NQI Program has been lower stress, less anxiety, improved morale,
and true progress against strategic goals. As a result, our employees
are happy to come to work, our customers are satisfied, we are more
efficient, and management is happy. Could you ask for more?”
Mr. R. (Bob) Ferguson, P.Eng.,
Continuous Improvement,
Maritime Forces Atlantic
Department of National Defence
Awareness and Education
• We have the tools and experience to assist you:
• training
• coaching
• surveys
• assessments
• planning
• certification
• products
• customized services
…………………………. anywhere in Canada
Individual Certification Leadership Excellence Program
• NQI offers a certification program for
professionals to be recognized for their expertise
in Quality and Healthy Workplace.
• Completing all five levels of the program will earn
individuals two recognized NQI designations.
• Certified Excellence Professional (NQI CEP®)
• Certified Excellence Leader (NQI CEL®)
Individual Certification Leadership Excellence Program
NQI Membership
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Quarterly member network meetings
Members only web site
Free services
Board of Governors
Events - Summit and CAE Oct 24
- Healthy Workplace Week Oct 23
• Many more benefits
Dr. Martin Shain
Benefits for you
• Sustainable improvements
• Productivity
• Efficiency
• Financial performance
• Competitiveness
• Customer/citizen/client loyalty
Please contact us at NQI
Kathryn Cestnick
cestnick.kathryn@nqi.ca
1-800-263-9648 ext 240
www.nqi.ca