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

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


States and ida policy knowledge building networking and creating new opportunities

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


States and ida policy knowledge building networking and creating new opportunities

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


States and ida policy knowledge building networking and creating new opportunities

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


States and ida policy knowledge building networking and creating new opportunities

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


States and ida policy knowledge building networking and creating new opportunities

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


States and ida policy knowledge building networking and creating new opportunities

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


  • States and ida policy knowledge building networking and creating new opportunities

    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


    States and ida policy knowledge building networking and creating new opportunities

    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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