NeuroQuality: The evolution of Total Quality Management. Applying Neuroscience (brain) in quality management

1. NeuroQuality
Vergas Dimitris

2. Kindness
listening me

3. Κάποτε πίστευα οτι ο εγκεφαλός μου ήταν το σημαντικότερο όργανό μου. Αλλά έπειτα σκέφτηκα: για
μια στιγμή, ποιός μου το λέει αυτό;
Emo Phillips

4. learning
the
Brain Rules

6. NeuroQuality
The evolution of Quality Management

7. NeuroQuality is a new field of Quality Management that
applies the scientific discoveries, in relation to the Human
Brain, to methods and principles of TQM and in Quality
Management in general. Researchers use technologies such
as functional magnetic resonance imaging (fMRI) to measure
changes in activity in parts of the brain,
electroencephalography (EEG) to measure activity in specific
regional spectra of the brain response, and/or sensors to
measure changes in one's physiological state (heart rate,
respiratory rate, galvanic skin response) to learn why
consumers make the decisions they do, and what part of the
brain is telling them to do it.
Quality professionals will use neuroQuality to better measure
a customer's preference, as the verbal response given to the
question, "Do you like this product?" may not always be the
true answer due to cognitive bias. This knowledge will help
quality professionals to create products and services
designed more effectively and Quality initiatives focused
more on the brain's response.

8. Science
People
Quality
Sales

9. Products
&
The evolution of Quality Management
Services

11. - Behavior
- Process
- Appearance
- Facilities

12. Examples

13. Mirroring
Neurons

14. Fake
Smile

15. The Right Start
First Impression
✓Dress Code
✓Welcome
✓Body Position
✓Wording
✓Questions

16. The Right Look
Service means eye contact
✓Central
✓Peripheral

17. The Right hearing
Active
Listening

18. Attention
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Listening
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mcdoferfgoipoasmmatterorjh Serial
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19. Wording
Do not think a Blue Horse

20. Complementary Sales

21. Leadership
& Self Deception

22. The Box

23. Behavior
same
Outside the Box Inside the Box
me = human
me & other = humans
others = objects

24. getting to the box
Filling
choice
consistent inconsistent
Outside the Box Inside the Box
viewing the world as is viewing a world that belong to
you

25. our positives
others negatives
importance of things
that excuse us
blaming

26. In life you are either a
passenger or a pilot ,
it’s your choice..
Vergas Dimitris

27. Thank you for listening
Vergas Dimitris