2017 Strategic Planning Meeting Minutes Saturday, August 13, 2017 Agenda Summary and Meeting Process #1—Presentation and Discussion: ASQ Strategic Plan and Change Imperatives Environmental Scan Reference Documents: ASQ Strategic Plan Summary and ASQ Change Imperatives Summary Guest Presenter: William Troy Required Actions: Determine how this information will be taken into account when HCD’s 2017 goals are finalized #2—Presentation and Discussion: Global State of Quality Study Environmental Scan Reference Document: Global State of Quality Report Highlights (Second Study) Required Actions: Determine how this information will be taken into account when HCD’s 2017 goals are finalized #3—Presentation and Discussion: Voice of the Member Survey Results Environmental Scan Reference Document: 2016 Voice of the Member Survey Required Actions: Determine how this information will be be taken into account when HCD’s 2017 goals are finalized #4—Presentation and Discussion: Results of Leadership Surveys Environmental Scan Reference Documents: 2016 Leadership Committee Survey—Part 1 and 2016 Leadership Committee Survey—Part 2 Required Actions: Determine how this information will be taken into account when HCD’s 2017 goals are finalized
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2017 Strategic Planning Meeting Minutes Saturday, August 13, 2017
Agenda Summary and Meeting Process
#1—Presentation and Discussion: ASQ Strategic Plan and Change Imperatives
Environmental Scan Reference Documents: ASQ Strategic Plan Summary and ASQ Change
Imperatives Summary
Guest Presenter: William Troy
Required Actions: Determine how this information will be taken into account when HCD’s 2017 goals
are finalized
#2—Presentation and Discussion: Global State of Quality Study
Environmental Scan Reference Document: Global State of Quality Report Highlights (Second Study)
Required Actions: Determine how this information will be taken into account when HCD’s 2017 goals
are finalized
#3—Presentation and Discussion: Voice of the Member Survey Results
Environmental Scan Reference Document: 2016 Voice of the Member Survey
Required Actions: Determine how this information will be be taken into account when HCD’s 2017
goals are finalized
#4—Presentation and Discussion: Results of Leadership Surveys
Required Actions: Determine if a team should be assigned to make recommendations to the
Leadership Committee regarding the BHAG
#7—Discussion: Draft 2017 Strategic Plan
Environmental Scan Reference Documents: 2016 Strategic Plan Summary and Status Report
Required Actions: Determine which 2016 strategic plan initiatives should be moved to the division’s
daily management system, revised, or dropped; also decide which new strategic initiatives
should be added to the 2017 plan.
#8—Discussion: Draft 2017 Strategic Plan Metrics
Required Actions: Assign one member of the strategic planning team to propose a key performance
indicator and 2017 target that can be used to track each 2017 strategic plan initiative.
“Big, Hairy, Audacious, Goal” (BHAG)
Background
Over five years ago, the leaders of the Healthcare Division decided that an over-arching goal
needed to be established to inspire the members. The following statement was created for that
purpose:
“HCD and its members will contribute materially to the elimination of $700 billion of annual
waste in healthcare.”
The following details were added to clarify the intentions of the BHAG:
We will do this by
• Enabling and equipping champions of performance excellence and continuous
improvement
• Informing, educating, and motivating members in a cost effective way
This will lead to sustainable
• Improved organizational and operational excellence
• Increased patient and customer satisfaction
• Positive changes to the culture of healthcare
In 2014, the two over-arching objectives shown below were developed:
• To advance the theory and practice of quality in healthcare and the allied arts and
sciences
• To maintain high professional standing among the division’s members
At that same time, a more specific 2020 objective was established, as follows:
By 2020 ASQ is recognized as the preeminent society in the world for leadership in
advancing quality philosophy and practices.
2017 Restructuring
During the 2016 strategic planning meeting, the team decided to discontinue use of the BHAG.
Although it did provide inspiration initially, there now are questions regarding its fairly focused
scope and the reliability of the quantifiable goal.
Instead, the division will now use the following statement to summarize its direction:
By 2020 ASQ is recognized as the preeminent society in the world for leadership in
advancing quality philosophy and practices.
We will do this by
• Enabling and equipping champions of performance excellence and continuous
improvement
• Informing, educating, and motivating members in a cost effective way
This will lead to sustainable
• Increased patient and customer satisfaction and improved organizational and
operational excellence through the advancement of the theory and practice of quality in
healthcare and the allied arts and science
• Positive changes to the culture of healthcare by maintaining high professional standing
among the division’s members
Maturity-Based Categorization System
Each of the 2017 strategic initiatives was assigned one of the following categorizations, based on
the strategic planning team’s analysis and decision regarding its priority in 2017:
• Explore—Used for goals that are being considered for further development and implementation. Recommendations regarding their valuable and viability are a minimally expected outcome of the strategic initiative. If they are deemed to be valuable and viable, a plan for moving them forward to full-scale implementation may also be an expected outcome.
• Develop—Used for goals that were previously explored and were determined to be valuable and viable for the division to adopt. During this stage, the associated strategic initiative is developed into a fully operational product, service, and/or support process. This includes determination of staffing requirements and sources, development of a detailed budget, and development and adoption by the Division Management Committee of a detailed implementation plan after feedback from Leadership Committee members has been obtained and considered.
• Maintain—Used for goals with existing approved plans that are underway. These products, services, and or support processes should be within one-year of shifting to the daily management system and not needing strategic attention. At that point, their processes should be so-well established that they no longer need special strategic oversight.
• Shift to Daily Management System—Used for goals whose associated products, services, and/or supporting processes have been developed completely and now are ready to become part of the division’s routine offerings.
• Revamp—Used for goals associated with the redesign of existing products, services, and/or support processes that have been impacted by changes in the environment surrounding the division and its activities. Effectively this classification sends the existing product, service, and/or support process back to the “Explore” stage, but it builds the required changes based on the historical baselines and newly obtained environmental information.
• Withdraw—Used for goals associated with existing products, services, and or support processes that have been impacted by changes in the environment surrounding the division and its activities. In this case, the historical baseline and newly obtained environmental information indicates that revamping the associated product, service, and/or support process is not worth the required investment of division resources, so an orderly discontinuation of the goal is planned.
Decisions Related to Review of the Environmental Scan Documents
Analysis of Considerations—ASQ Strategic Plan Required Actions:
• Determine if any of the current goals need to be shifted to different strategies in the ASQ plan, if they are maintained in the 2017
plan.
HCD Goal Global
Expansion
Membership
Transformation
Growing
Organizations
QBOK
Leadership
Operational
Excellence
Gift of
Quality
#1: Promote Quality Healthcare in Africa
Complete an Education Plan to enhance quality
healthcare in Africa
Maintain
Current
Alignment
#2: Retain First-Year Members
Develop and sustain a process to engage and
demonstrate membership value to first-year
members
Maintain Current
Alignment
#3: Engage Members
Increase member participation in division committees
and task groups
Maintain Current
Alignment
#4: Establish a Healthcare Certification
Develop a reading list from resources available in the
Healthcare Body of Knowledge and other sources
Maintain Current
Alignment
#5: Enhance Healthcare Market Task Groups
Develop and sustain task groups associated with key
healthcare market segments
Maintain Current
Alignment
HCD Goal Global
Expansion
Membership
Transformation
Growing
Organizations
QBOK
Leadership
Operational
Excellence
Gift of
Quality
#6: Healthcare Webinars
Develop and disseminate webinars based on
Healthcare Body of Knowledge content
Maintain Current
Alignment
#7: Obtain Grants, Sponsorships, and/or Donations
Promote activities that increase quality management
knowledge and skills in HCD members and their
organizations
Maintain Current
Alignment
#8: Expand the Healthcare Knowledge Center
Expand resources available to the Healthcare Body
of Knowledge and finalize the public portal for access
to collected materials
Maintain
Current
Alignment
#9: Establish an Operations Manual
Document and implement policies and procedures for
the division’s key operational process
Maintain Current
Alignment
#10: Establish Strategic Partnerships With Other
Organizations to Promote Engagement in Quality
Management
Maintain
Current
Alignment
Analysis of Considerations—Change Imperatives Group 1 CI #1: The meaning, relevance, and value of membership and networks is shifting
CI #2: Quality reach is extending across functions, affecting the work of every employee to create culture change
CI #3: Changing global landscape, supply chains, and economies require greater presence, diversity, sensitivity, and versatile skill sets
CI #4: The growing need for improved quality practices in developing countries and newer market sectors is impacting economic growth
and companies worldwide
CI #5: Open collaboration, partnerships, and new business models are driving growth
Required Actions:
• Determine which of the change imperatives, if any, needs to be addressed, if the current goal is maintained in the 2017 plan.
HCD Goal Change
Imperative
#1
Change
Imperative
#2
Change
Imperative
#3
Change
Imperative
#4
Change
Imperative #5
#1: Promote Quality Healthcare in Africa
Complete an Education Plan to enhance quality
healthcare in Africa
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#2: Retain First-Year Members
Develop and sustain a process to engage and
demonstrate membership value to first-year
members
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
HCD Goal Change
Imperative
#1
Change
Imperative
#2
Change
Imperative
#3
Change
Imperative
#4
Change
Imperative #5
#3: Engage Members
Increase member participation in division
committees and task groups
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
#4: Establish a Healthcare Certification
Develop a reading list from resources available in
the Healthcare Body of Knowledge and other
sources
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
#5: Enhance Healthcare Market Task Groups
Develop and sustain task groups associated with key
healthcare market segments
Category 2016: Revamp
Proposed Category 2017: Revamp
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
#6: Healthcare Webinars
Develop and disseminate webinars based on
Healthcare Body of Knowledge content
Category 2016: Develop
Proposed Category 2017: Shift to Daily
Management System
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
HCD Goal Change
Imperative
#1
Change
Imperative
#2
Change
Imperative
#3
Change
Imperative
#4
Change
Imperative #5
#7: Obtain Grants, Sponsorships, and/or Donations
Promote activities that increase quality
management knowledge and skills in HCD members
and their organizations
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#8: Expand the Healthcare Knowledge Center
Expand resources available to the Healthcare Body
of Knowledge and finalize the public portal for
access to collected materials
Category 2016: Develop
Proposed Category 2017: Revamp
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#9: Establish an Operations Manual
Document and implement policies and procedures
for the division’s key operational process
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
#10: Establish Strategic Partnerships With Other
Organizations to Promote Engagement in Quality
Management
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
Analysis of Considerations—Change Imperatives Group 2 CI #6: Explosion of content and more points of access requires faster, more open ways of generating and disseminating highly relevant
knowledge
CI #7: Rising expectations and accountability for social responsibility and a mission for doing good
CI #8: Leadership demands thought leadership that is real-time, bold, forward thinking, and actively takes a point of view
CI #9: Content is driving networks rather than networks driving content—people are increasingly forming their own groups, and
gravitating less toward life-long organizations that determine content
CI #10: The pace of change requires increased innovation and driving more agile practices and structures within organizations
Required Actions:
• Determine which of the change imperatives, if any, needs to be addressed, if the current goal is maintained in the 2017 plan.
HCD Goal Change
Imperative
#6
Change
Imperative
#7
Change
Imperative
#8
Change
Imperative
#9
Change
Imperative
#10
#2: Retain First-Year Members
Develop and sustain a process to engage and
demonstrate membership value to first-year members
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#3: Engage Members
Increase member participation in division committees
and task groups
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
HCD Goal Change
Imperative
#6
Change
Imperative
#7
Change
Imperative
#8
Change
Imperative
#9
Change
Imperative
#10
#5: Enhance Healthcare Market Task Groups
Develop and sustain task groups associated with key
healthcare market segments
Category 2016: Revamp
Proposed Category 2017: Revamp
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#6: Healthcare Webinars
Develop and disseminate webinars based on Healthcare
Body of Knowledge content
Category 2016: Develop
Proposed Category 2017: Shift to Daily Management
System
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#7: Obtain Grants, Sponsorships, and/or Donations
Promote activities that increase quality management
knowledge and skills in HCD members and their
organizations
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative Needs
to Be Addressed
#8: Expand the Healthcare Knowledge Center
Expand resources available to the Healthcare Body of
Knowledge and finalize the public portal for access to
collected materials
Category 2016: Develop
Proposed Category 2017: Revamp
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
HCD Goal Change
Imperative
#6
Change
Imperative
#7
Change
Imperative
#8
Change
Imperative
#9
Change
Imperative
#10
#9: Establish an Operations Manual
Document and implement policies and procedures for
the division’s key operational process
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
#10: Establish Strategic Partnerships With Other
Organizations to Promote Engagement in Quality
Management
Category 2016: Explore
Proposed Category 2017: Develop
Change
Imperative
Needs to Be
Addressed
Change
Imperative Needs
to Be Addressed
Analysis of Considerations—Global State of Quality Research Required Actions:
• Determine which of the global state of quality research findings, if any, needs to be addressed, if the current goal is maintained in
the 2017 plan.
HCD Goal Quality: Strategic
Asset, Competitive
Differentiator
Business
Performance
Impact
Accelerating
“Qustomer”
Setbacks:
Controlled or
Not
Knowledge,
Learning, and
Culture
#1: Promote Quality Healthcare in Africa
Complete an Education Plan to enhance quality
healthcare in Africa
Category 2016: Explore
Proposed Category 2017: Develop
Take This Finding
Into Consideration
Take This Finding
Into
Consideration
#2: Retain First-Year Members
Develop and sustain a process to engage and
demonstrate membership value to first-year
members
Category 2016: Explore
Proposed Category 2017: Develop
Take This Finding
Into
Consideration
#3: Engage Members
Increase member participation in division
committees and task groups
Category 2016: Explore
Proposed Category 2017: Develop
Take This Finding
Into
Consideration
HCD Goal Quality: Strategic
Asset, Competitive
Differentiator
Business
Performance
Impact
Accelerating
“Qustomer”
Setbacks:
Controlled or
Not
Knowledge,
Learning, and
Culture
#4: Establish a Healthcare Certification
Develop a reading list from resources available in
the Healthcare Body of Knowledge and other
sources
Category 2016: Explore
Proposed Category 2017: Develop
Take This Finding
Into Consideration
Take This Finding
Into
Consideration
#5: Enhance Healthcare Market Task Groups
Develop and sustain task groups associated with
key healthcare market segments
Category 2016: Revamp
Proposed Category 2017: Revamp
Take This Finding
Into
Consideration
#6: Healthcare Webinars
Develop and disseminate webinars based on
Healthcare Body of Knowledge content
Category 2016: Develop
Proposed Category 2017: Shift to Daily
Management System
Take This Finding
Into
Consideration
#8: Expand the Healthcare Knowledge Center
Expand resources available to the Healthcare Body
of Knowledge and finalize the public portal for
access to collected materials
Category 2016: Develop
Proposed Category 2017: Revamp
Take This Finding
Into
Consideration
HCD Goal Quality: Strategic
Asset, Competitive
Differentiator
Business
Performance
Impact
Accelerating
“Qustomer”
Setbacks:
Controlled or
Not
Knowledge,
Learning, and
Culture
#9: Establish an Operations Manual
Document and implement policies and procedures
for the division’s key operational process
Category 2016: Explore
Proposed Category 2017: Develop
Take This Finding
Into Consideration
#10: Establish Strategic Partnerships With Other
Organizations to Promote Engagement in Quality
Management
Category 2016: Explore
Proposed Category 2017: Develop
Take This Finding
Into Consideration
Take This Finding Into
Consideration
Analysis of Considerations—Voice of the Member Survey Required Actions:
• Determine if the prevailing feedback from the voice of the customer survey needs to be addressed, if the current goal is maintained
in the 2017 plan.
HCD Goal Overall—
Satisfiers
Overall—Dis-
satisfiers
Current
Products and
Services—
Satisfiers
Current
Products and
Services—Dis-
satisfiers
New Products
and Services—
Satisfiers
New Products
and Services—
Dis-satisfiers
Key Feedback Areas • Online classes
• More member
involvement
• Certification
plans
• Communication
frequency
• Website and
messaging
issues
• Available
content—
webinars,
website, and
other resources
• Local
connectivity
• Healthcare
Update
newsletter
• Healthcare
Knowledge
Center
• HCD website
• Division
sponsorship
at the Lean
Six Sigma
Conference
• Sponsorship
of the
Nightingale
Scholarship
• Member
reception
with speaker
at WCQI
• Publications
• Healthcare-
related
certification
program
• Virtual
conference
• Healthcare
professionals
for ASQ-and
division-level
recognition
• Global
education/
training/
certification
projects
None
HCD Goal Overall—
Satisfiers
Overall—Dis-
satisfiers
Current
Products and
Services—
Satisfiers
Current
Products and
Services—Dis-
satisfiers
New Products
and Services—
Satisfiers
New Products
and Services—
Dis-satisfiers
#2: Retain First-Year Members
Develop and sustain a process to
engage and demonstrate membership
value to first-year members
Category 2016: Explore
Proposed Category 2017: Develop
Take These Findings
Into Consideration
Take These
Findings Into
Consideration
#3: Engage Members
Increase member participation in
division committees and task groups
Category 2016: Explore
Proposed Category 2017: Develop
Take These Findings
Into Consideration
Take These
Findings Into
Consideration
Take These
Findings Into
Consideration
#4: Establish a Healthcare
Certification
Develop a reading list from resources
available in the Healthcare Body of
Knowledge and other sources
Category 2016: Explore
Proposed Category 2017: Develop
Take These Findings
Into Consideration
Take These
Findings Into
Consideration
Take These
Findings Into
Consideration
HCD Goal Overall—
Satisfiers
Overall—Dis-
satisfiers
Current
Products and
Services—
Satisfiers
Current
Products and
Services—Dis-
satisfiers
New Products
and Services—
Satisfiers
New Products
and Services—
Dis-satisfiers
#6: Healthcare Webinars
Develop and disseminate webinars
based on Healthcare Body of
Knowledge content
Category 2016: Develop
Proposed Category 2017: Shift to
Daily Management System
Take These Findings
Into Consideration
Take These
Findings Into
Consideration
#8: Expand the Healthcare
Knowledge Center
Expand resources available to the
Healthcare Body of Knowledge and
finalize the public portal for access
to collected materials
Category 2016: Develop
Proposed Category 2017: Revamp
Take These Findings
Into Consideration
Take These
Findings Into
Consideration
Analysis of Considerations—Leadership Committee Survey Results Required Actions:
• Determine if the prevailing feedback from the voice of the customer survey needs to be addressed, if the current goal is maintained
in the 2017 plan.
HCD Goal Current Goal—
Satisfiers
Current Goal—
Dis-satisfiers
Alignment to
ASQ
Strategies
Addressing the
ASQ Change
Imperatives
Reaction to
Member/
Leader
Proposals
#1: Promote Quality Healthcare in
Africa
Complete an Education Plan to
enhance quality healthcare in Africa
Category 2016: Explore
Proposed Category 2017: Develop
• Do not limit this
goal to Africa
#2: Retain First-Year Members
Develop and sustain a process to
engage and demonstrate membership
value to first-year members
Category 2016: Explore
Proposed Category 2017: Develop
• Expand goal to
include all
members
HCD Goal Current Goal—
Satisfiers
Current Goal—
Dis-satisfiers
Alignment to
ASQ
Strategies
Addressing the
ASQ Change
Imperatives
Reaction to
Member/
Leader
Proposals
#4: Establish a Healthcare
Certification
Develop a reading list from resources
available in the Healthcare Body of
Knowledge and other sources
Category 2016: Explore
Proposed Category 2017: Develop
• Need to
determine
market demand
• Need to develop
specific metrics
• Need to
determine
cost/benefit
ratio
#5: Enhance Healthcare Market Task
Groups
Develop and sustain task groups
associated with key healthcare
market segments
Category 2016: Revamp
Proposed Category 2017: Revamp
• Need to
determine
cost/benefit
ratio
#7: Obtain Grants, Sponsorships,
and/or Donations
Promote activities that increase
quality management knowledge and
skills in HCD members and their
organizations
Category 2016: Explore
Proposed Category 2017: Develop
• Need to ensure
grants,
sponsorships,
and/or
donations do not
require the
division to make
inappropriate
commitments
HCD Goal Current Goal—
Satisfiers
Current Goal—
Dis-satisfiers
Alignment to
ASQ
Strategies
Addressing the
ASQ Change
Imperatives
Reaction to
Member/
Leader
Proposals
#8: Expand the Healthcare
Knowledge Center
Expand resources available to the
Healthcare Body of Knowledge and
finalize the public portal for access
to collected materials
Category 2016: Develop
Proposed Category 2017: Revamp
• Continue
baseline process
of identifying
existing content
from the QBOK
that applies to
HCD
#9: Establish an Operations Manual
Document and implement policies and
procedures for the division’s key
operational process
Category 2016: Explore
Proposed Category 2017: Develop
• Should be
incorporated
into the
division’s
ongoing
management
processes
#10: Establish Strategic Partnerships
With Other Organizations to Promote
Engagement in Quality Management
Category 2016: Explore
Proposed Category 2017: Develop
• Limit
partnerships to
products,
services, and
activities that
will benefit
most
Summary of Factors’ Impacts on 2016 Strategic Initiatives and Potential New 2017 Strategic Initiatives Required Actions:
• Summarize the high-level changes to the current 2016 strategic initiatives.
• Identify new strategic initiatives for inclusion in the 2017 plan.
HCD Goal Overall Decision and Leader Assigned to
Develop 2017 Metrics and Targets
#2017-1: Promote Quality Global Healthcare
ASQ Strategy Alignment: Global Expansion
2017 Maturity-Based Category: Revamp
Revamp 2016 strategic initiative to address changing
environmental factors.
Assigned leaders: Sue Peiffer and Graciela de Lujan
Perez
#2017-2: Increase Member Retention
ASQ Strategy Alignment: Membership Transformation
2017 Maturity-Based Category: Revamp
Revamp 2016 strategic initiative to address changing
environmental factors.
Assigned leaders: Sue Peiffer, Debbie Hopen, Bill
Dunwoody, and Marla Wachtl
#2017-3: Increase Member Participation in Division Committees and Task Groups
ASQ Strategy Alignment: Membership Transformation
2017 Maturity-Based Category: Develop
Continue currently established approach.
Assigned leaders: Debbie Hopen
#2017-4: Identify Approaches for Healthcare-Related Certifications
ASQ Strategy Alignment: Membership Transformation
2017 Maturity-Based Category: Revamp
Revamp 2016 strategic initiative to address changing