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World Class Quality Training at your doorstep.
The Northland Quality Academy has a wide array of products and services to assist you in a step-by-step guide for improvement. Check out our wide variety of workshops and services in the area of Total Quality Management and related themes for education, business, industry, government and health care. A modest investment in training, if done properly, can result in a much improved bottom line. Bring your organization into the 21st century with a competitive edge that will ensure success.
Northland Quality Academy is a licensed affiliate of the National Quality Academy of Appleton, Wisconsin, a division of the Noel-Levitz Company. The National Quality Academy has promoted quality throughout North America and the world for the past ten years through the development and delivery of quality related texts, manuals, and training courses and most recently by establishing regional quality academies around the world. Our affiliation with the National Quality Academy gives us access to a growing network of quality professionals around the world. NQA capitalizes on the mission and expertise of each campus to deliver a range of educational products which are second to none in quality and effectiveness. It is the philosophy of NQA to provide counsel and training that can be customized to meet specific client needs.
Our certified Academy trainers represent all areas including administration, faculty and front line staff. Experiences from teaching quality improvement across the NDSCS campus, as well as implementing quality in their own work areas, is one of the strengths of our trainers. They are able to relate firsthand experiences in implementing quality improvement to administrators, faculty and front line staff. They have extensive specialized expertise in a variety of tools, techniques and processes to facilitate your leaming experience.
Northland Quality Academy has experience in working with institutions of higher education as well as health care, business and industry. We offer superior quality training for credit or non-credit and flexibility of delivery sites, arranged at your location or ours.
The Northland Quality Academy provides education, consulting services and products to assist school systems, colleges, universities, businesses, industries and government in successfully implementing Total Quality Improvement Processes.
Courses and Workshops
Northland Quality Academy has a wide array of products and services to assist you in a step-by-step guide for improvement. Design a plan to fit your organization's culture based on your unique strengths and challenges. We offer curriculums specifically designed for education or for business and industry, built on Deming's Plan-Do-Check-Act cycle.
• Quality Orientation
An introductory or overview session that can be customized for any audience and length of time.
• Developing a TQI Plan
A one- or two-day workshop that leads personnel through activities that culminate in agreed-upon components, strategies and action plans for the quality initiative.
• Quality Process Training for Service and Support Personnel
A 36-hour course that equips front line staff to provide quality customer service. Modules include team building, customer service, communication skills, problem solving and time management. - Education and Business / Industry versions
• Continuous Improvement Strategies
A 30-hour workshop designed for managers and other leaders to enable them to lead quality improvement. Modules include hands-on projects in problem solving and planning. - Education and Business / Industry versions
• Managing Customer Service
6-hour workshop that continues to build quality skills of managers by helping to create strategies to meet and exceed customer expectations, establish service goals and strengthen empowerment. -Education and Business / Industry versions
• Quality Training for Instructors
A 36-hour workshop designed to help educators apply quality tools and techniques in the classroom to improve the teaching or learning process. - Education version
• Mastering Performance Reviews
A 6-hour video-based program that shows managers how to build human relations skills, enhance the existing review process or assist in developing a new system of evaluation.
A 6-hour video-based program, filmed on college campuses, that inspires everyone in the organization to make students feel valued. Topics include image, student satisfaction, handling complaints and positive communication. - Education version
A 6-hour video-based training program designed to provide student employees with successful on-the-job skills no matter which department they work in. Students learn to be sensitive to customers, to accept responsibility, to actively listen, and to observe confidentiality. - Education Version
• Team Building and Development
A 14-hour workshop consisting of group activities designed to improve team performance in problem-solving, process improvement and open communication skills.
• Team Facilitator Program
A two-day workshop that prepares facilitators in the unique role of neutral party to foster harmony within a team, resolve conflict, reach consensus, and use quality tools and techniques to maximize team effectiveness.
• Effective Communication Strategies
A one-day workshop designed to improve individual communication skills by using positive body language and active listening skills, identifying barriers to effective communication, and resolving conflict.
All our training programs and workshops are supported by a number of training manuals and other resources developed with the participant in mind. They are very practical in nature with a straight forward style that ensures maximum utility. They contain many hands-on activities to reinforce TQM concepts and to give participants an opportunity to practice what they have learned.
Northland Quality Academy also offers a variety of other quality related services to the community:
• Team Facilitation
Helping teams to function productively and reach consensus can be a difficult process. NQA has a number of trained individuals who can assist in helping teams overcome impasses caused by personality conflicts, poor data, and other problems and ensure meaningful input from all team members. They have been trained to recognize and remove sources of trouble from domineering team members, reticent team members, individuals with hidden agendas, and other conflicts which prevent teams from functioning in a productive manner. They are also very familiar with the use of the various tools that teams must utilize in gathering and analyzing data.
Many organizations wish to establish a comprehensive internal Total Quality Management initiative. In such cases, NQA will work with the client to train staff members to assume the training function for the organization. In this manner, the client is able to mount a full TQM program in the most cost effective manner. Train-the-trainer sessions are generally two, three or four day sessions which familiarize potential trainers with the training materials and how to most effectively deliver them.
• Project Management
NQA also offers its services as project manager or project consultant for those organizations that wish to implement a full TQM program. Members of NQA have considerable experience in mounting a TQM program in a large, complex organization. They know what it takes to carry out a successful program and where to look for obstacles and pitfalls. They have experienced the pros and cons personally and will help you avoid those actions which hamper smooth implementation.
Quality Assessment Tools
To help you launch your quality initiative, we offer two assessment instruments:
• Campus Quality Survey
To be completed by all personnel on campus, this 20-minute survey consists of 50 items that assess your institution's current levels of quality. The survey produces a performance gap rating that targets areas for improvement. The written report also comes with specific recommendations for your institution to consider as it reflects on the expectations of its various personnel groups.
• Noel-Levitz Student Satisfaction Inventory
This unique, two-step survey takes the guesswork out of satisfying and retaining your students. The findings of this survey reveal, in rank order, those items that are of high importance, yet are not currently satisfying, to your students. In effect, the survey results give you a "blueprint" to reduce your dropout rate and increase students' level of satisfaction with your institution.
Contact us for more information:
Dr. Gloria Dohman, Director
Northland Quality Academy
North Dakota State College of Science
800 North Sixth Street Wahpeton, ND 58076-0002
Toll free: 1-800-342-4325, ext. 3-2619
Phone: (701) 671-2619 or e-mail