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

3. Review of basic efforts: Failure to implement quality systems: “New politicians don’t accept predessors programs, even if they work”“New politicians don’t accept predessors programs, even if they work” Quality improvements and government don’t mix well.Quality improvements and government don’t mix well. Government tends to maintain traditional practicesGovernment 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.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 failureFear of failure “Cowboy Management”“Cowboy Management” Lack of understanding between bosses and employeesLack of understanding between bosses and employees Ego – “I” over “We”Ego – “I” over “We” Low expectations of union and employee involvementLow expectations of union and employee involvement Effort to implement is hardEffort to implement is hard

6. Tools for improvement Reinvent the CommissionReinvent the Commission Labor-Management CommitteesLabor-Management Committees Quality TeamsQuality Teams Quality of Life WorkQuality of Life Work TQMTQM

7. Reinvent the Commision Use representatives from the affected issue – unionists, businessmen, and the front-line workersUse representatives from the affected issue – unionists, businessmen, and the front-line workers Reorganize agencies, institute competitive bidding, allow privatizationReorganize agencies, institute competitive bidding, allow privatization

8. Labor-Management Committees Use equal representation of labor and managementUse equal representation of labor and management Use trial periods for evaluation of a procedureUse trial periods for evaluation of a procedure Responsibility of joint activities to those responsible for bargaining and administering the collection agreementsResponsibility 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?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 department’s mission?What strategic plans and goals can be developed for the department’s mission? Determine what measurements you need to monitor your progress towards meeting the goal.Determine what measurements you need to monitor your progress towards meeting the goal. Analyze results and output, and refine plans.Analyze results and output, and refine plans.

14. The Nuts and Bolts: Leadership must be involved, and take responsibilityLeadership must be involved, and take responsibility Training must be made a priority for employees to perform their tasks as definedTraining 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 processesThe “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.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.

16. 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, CAA 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 proposalsProcess 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 millionAction 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 1990On 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 LeadershipLeadership Information and AnalysisInformation and Analysis Strategic Quality PlanningStrategic Quality Planning Human Resource Development and ManagementHuman Resource Development and Management Management of Process QualityManagement of Process Quality Quality and Operational ResultsQuality and Operational Results Customer Focus and SatisfactionCustomer Focus and Satisfaction

22. Summary An increase in performance being demanded An increase in performance being demanded Budgets are decreasingBudgets are decreasing Leaders are moving for improvements, and are “reinventing government”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 2002The 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 TreasurerRedesigning 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 1994Total 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, WIQuality 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 1993NPR Report – Creating Quality Leadership and Management – Accompanying report of the National Performance Review – Office of the Vice President, Sep 1993