Training Presentation

1
Training Presentation

• Quality in Government
• Task Increasing Quality Awareness in Government
  Managers
• Kevin McGinnis

2
Increasing quality awareness

• Review of basic quality improvement efforts in
  manufacturing environments.
• Problems/Cliches that have limited improvement
  efforts

3
Review of basic efforts

• Failure to implement quality systems
• New politicians dont accept predessors
  programs, even if they work
• Quality improvements and government dont mix
  well.
• Government tends to maintain traditional
  practices

4
Historical private sector efforts

• Focus on quality improvements to regain lost
  market share to Japanese during 70s and 80s led
  to mainly different methods for companies to
  approach improvements.

5
Failures to implement

• Fear of failure
• Cowboy Management
• Lack of understanding between bosses and
  employees
• Ego I over We
• Low expectations of union and employee
  involvement
• Effort to implement is hard

6
Tools for improvement

• Reinvent the Commission
• Labor-Management Committees
• Quality Teams
• Quality of Life Work
• TQM

7
Reinvent the Commision

• Use representatives from the affected issue
  unionists, businessmen, and the front-line
  workers
• Reorganize agencies, institute competitive
  bidding, allow privatization

8
Labor-Management Committees

• Use equal representation of labor and management
• Use trial periods for evaluation of a procedure
• Responsibility of joint activities to those
  responsible for bargaining and administering the
  collection agreements

9
Quality Teams

• Small groups of employees that voluntarily meet
  to identify and analyze problems, and recommend
  solutions.

10
Quality of Life Work

• Joint union-management agreements designed to
  improve organizational effectiveness as well as
  working conditions.

11
TQM

• Customer focus
• Employee involvement and empowerment
• Work processes and systems
• Continuous improvement

12
Brainstorming Exercise

• Department of Energy Mission Statement
• The Department of Energy, in partnership with
  our customers, is entrusted to contribute to the
  welfare of the Nation by providing the technical
  information and the scientific and educational
  foundation for the technology, policy, and
  institutional leadership necessary to achieve
  efficiency in energy use, diversity in energy
  sources, a more productive and competitive
  economy, improved environmental quality, and a
  secure national defense.
• How can those tools be used in to help the
  Department of Energy achieve its mission?

13
Exercise DOE

• What strategic plans and goals can be developed
  for the departments mission?
• Determine what measurements you need to monitor
  your progress towards meeting the goal.
• Analyze results and output, and refine plans.

14
The Nuts and Bolts

• Leadership must be involved, and take
  responsibility
• Training must be made a priority for employees to
  perform their tasks as defined
• The Customer must be represented, and their
  voice must be heard in how to improve our
  processes

15
Real world examples D.O.E.

• Time for investigations of hazardous substance
  releases reduced by INEEL from 40 weeks to 17
  weeks by performing tasks concurrently instead of
  sequentially, and reducing wait times. 17,000
  saved on each report.

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Real world examples D.O.E.

• A reduction of 16,235 clerical hours to 5,411
  hours was made from a suggestion to implement a
  timekeeping process that a Quality Team develop
  in concert with customers in Richmond, CA

17
Real world examples D.O.E

• Process to approve local contractor salary action
  reduced from 30 days to 2 days by identifying the
  specific criteria needed for all proposals

18
Real world examples IRS

• Action on recommendations from quality
  improvement teams toward better customer service,
  effectiveness, and productivity resulted in
  savings of over 11 million

19
Real world examples Air Force Logistics Command

• On time delivery rate for contract line items
  rose from 65 in 1988 to 79 in 1990

20
Recognizing Performance Efforts

• Presidential Quality Award Criteria

21
Presidental Award For quality Criteria

• Leadership
• Information and Analysis
• Strategic Quality Planning
• Human Resource Development and Management
• Management of Process Quality
• Quality and Operational Results
• Customer Focus and Satisfaction

22
Summary

• An increase in performance being demanded
• Budgets are decreasing
• Leaders are moving for improvements, and are
  reinventing government

23
Resources and readings used to prepare
presentation

• The Role of Quality Tools in Improving
  Satisfaction with Government by S. Thomas Foster
  Jr., Boise State University, Larry W. Howard,
  Middle Tennessee State University, and Patrick
  Shannon, Boise State University, from Quality
  Management Journal, Vol. 9, Issue 3, Jul 2002
• Redesigning Government - The AFSCME Approach to
  Workplace Change Guide by AFCSME Councils,
  Gerald W. McEntee International President,
  William Lucy Internaltional Secretary and
  Treasurer
• Total Quality Management Guidelines US Dept of
  Energy Jun 1994
• Quality Improvement and Government Ten Hard
  Lessons From the Madison Experience By David C.
  Couper Chief of Police, City of Madison, WI
• NPR Report Creating Quality Leadership and
  Management Accompanying report of the National
  Performance Review Office of the Vice
  President, Sep 1993