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 don’t accept predessors programs, even if they work” • Quality improvements and government don’t 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 department’s 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.

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, 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 Governmentby 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 theMadison 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