States and IDA Policy: Knowledge-Building, Networking, and Creating New Opportunities
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States and IDA Policy: Knowledge-Building, Networking, and Creating New Opportunities November 7, 2002 Total Quality Management and IDA Programs: People, Process or Both? Kevin Davy Shorebank. Total Quality Management. What is TQM?

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States and IDA Policy: Knowledge-Building, Networking, and Creating New Opportunities

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States and IDA Policy: Knowledge-Building, Networking, and Creating New Opportunities

November 7, 2002

Total Quality Management and IDA Programs: People,

Process or Both?

Kevin Davy

Shorebank


Total Quality Management

  • What is TQM?

    • A. A total commitment to error free, simplified design

    • B.A total commitment to error free, simplified manufacturing

    • C.A total commitment to error free, simplified customer service


Total Quality Management

  • II. FOR THE CUSTOMER

    • A. Not for the program manager

    • B. Not for the agency

    • C. Not for the funders

    • D. And not for governmental bureaucrats


Total Quality Management

  • TQM NOT CONSISTENT WITH HUMAN SERVICE FIELD

  • A. Human service agencies often unwilling, unable or intimidated by the concept of increasing capacity through replacing people with technology


Total Quality Management

  • COMMON DESIGN ERRORS

  • A. Too many hoops to jump through

  • B. Channels of distribution too limited

  • C. Failure to build technology into the process

    • D. Too consistent with traditional human services


Total Quality Management

  • V. COMMON MANUFACTURING (TRAINING AND INTERVENTION) ERRORS

    • A. No self study or high tech training options

    • B. Little emphasis on electronic funds transfer processes

    • C. Too dependent on costly human intervention


Total Quality Management

  • VI. THE COST OF FAILURE TO PROVIDE QUALITY

  • A. Potential customers reject the product

  • B. Customers who attempt to use the product reject it because of complexity

  • C. Ineffective programs


  • Total Quality Management

    • VII.SHOREBANK EMPLOYER BASED IDA MODEL

      • Works with Chicago area employers using City of Chicago WTW dollars

      • Must utilize electronic funds transfer

      • Training on employer site


    Total Quality Management

    • D. 100 percent program participation

    • E. 39 participants

    • F. 1 drop out

    • G. $60 per month average savings

    • H. Very low on one staff interaction

    • I. Scalable


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