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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?

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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

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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
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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
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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
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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
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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
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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
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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
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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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