Session Description

Much of DEI focuses on the workforce and leadership, but there are important components of DEI that should focus on customer and market facing processes as well as an organization's core operations.  This module will be facilitated by Trina Olson of Team Dynamics; biography is below.

Specific areas of focus in this workshop (with Baldrige Framework references in parenthesis) include:

• Building equity & inclusion into customer “listening posts” to understand customer and market segment needs [3.1a(1-2), b(1)]
• Building and managing customer relationships (acquiring and retaining customers), enabling customer to access information and support, and equitable customer experience and fair treatment for different customers, groups, and market segments [3.2a(1, 2, 4)]
• Determining customer satisfaction, dissatisfaction and engagement of all customers [3.2b(1)]
• Considering DEI in product/service and process design [6.1a(1,3)]
• Integrating DEI into supply chain — in selecting and managing suppliers and partners [6.1c]

If attending “ala carte,” this workshop is $200 for PEN/WCPE/IQC members ($400 for non-members).  Teams of 3-4 members $175/each; teams of 5+ are $150/each. Investment for the full series is $1000 (for members only), prorated to $300 for this and the other remaining module in the series.  If you are not yet a member, contact PEN to explore the value of membership, including “bundling” membership into the investment in this series!

The on-demand option is $100 per session (recording included for those attending live).

Most of us — as leaders, professionals, and just people — understand the importance of diversity, equity, and inclusion and realize that we need to make changes to improve our organizations and communities.  But change happens at an individual level, so come prepared to understand, identify, and address the unconscious biases we all have.