Government Quality- Drive Lasting Improvement

Government Quality Management – Drive Lasting Improvement Nick Mandel

Why Baldrige? Baldrige is a well Established Quality Management Program-since 1988 47 States have variations of non-profit organizations using the system Established and Maintained under the Baldrige National Quality Program /National Institute of Standards & Technology Government Quality Management – Drive Lasting Improvement

4 Information, Analysis & Knowledge Management 5 Human Resource Focus 6 Process Management 1 Leadership 2 Strategic Planning 3 Customer & Market Focus Organizational Profile: Environment, Relationships, and Challenges 7 Business Results Baldrige Quality Management Model

A Organizational Description including

Key Organizational Characteristics

Organizational Environment

Organizational Relationships

AND

Organizational Challenges including;

Competitive Environment,

Strategic Context,

Performance Improvement System

Organizational Profile: Environment, Relationships, and Challenges

Description

… . Be the Nation’s Premier

City to community to live,

work and raise a family”

771 FTEs

Four Wholly-owned subsidiaries

Two Customer Groups-

Residents & Business

Description

Safe Efficient Transportation Systems

Construction Planning & Oversight

Maintenance

Aviation

Rail

Traffic Safety

Public Transportation

Organizational Challenges

Compete regionally with Palm Beach & Dade Counties

95% Residential Build out,

Fiscal Limitations – (Taxes)

Limited competitive information & data

with similar size local governments

Organizational Challenges

7 th Largest state highway system in the nation

7 th Largest number of bridges in nation,

Aging Infrastructure,

Limited/ restricted funding (Taxes)

$37 billion in transportation needs next 20 years

1.2 Social Responsibility 1.1 Organizational Leadership

Values & Expectations

Empowerment and Innovation

Set Direction

Governance

Performance Reviews

Findings and Improvement

Regulatory, Legal, and Ethical Responsibilities

Anticipate concerns

Support of Key Communities

1. LEADERSHIP The Leadership Category examines how senior leaders address values, directions, and performance expectations, as well as a focus on customers and other stakeholders, empowerment, innovation, and learning. Also examined are your organization’s governance and how your organization addresses its public and community responsibilities.

Shared Vision and Values

Organizational Alignment

Creating Value for Customers

Accountability

A Great Place to Work

Leadership Government Quality Management – Getting it Right 1.0 Leadership

Leadership Government Quality Management – Getting it Right 1.0 Leadership One Team Agreement

Strategic Planning Process

Key Factors Addressed

Strategic Objectives and Timetable

Balance Short- and Longer Term Challenges

Action Plans and Measures

Human Resource Plans

Key Performance Measures & Indicators

Performance Projections

2.1 Strategy Development 2.2 Strategy Deployment 2. Strategic Planning The Strategic Planning Category examines how your organization develops strategic objectives and action plans. Also examined are how your chosen strategic objectives and action plans are deployed and how progress is measured.

Strategic Planning Government Quality Management – Getting it Right 2.0 Strategic Planning

3. Customer and Market Focus 3.1 Customer and Market Knowledge 3.2 Customer Relationships and Satisfaction

Customer Groups and Market Segments

Potential Customers

Listening and Learning Strategies

Important Product & Service Features

Keep Current with Business Needs and Directions

Increase repeat business and positive referrals

Customer Contact Requirements

Accessibility and Complaint Management

Customer Satisfaction and Dissatisfaction

Competitive Performance

The Customer and Market Focus Category examines how the organization determines requirements, expectations and preferences of customers and markets. It also examines how the organization builds customer relationships and determines key factors leading to customer acquisition, satisfaction, loyalty and retention, and business expansion.

Customer Focus Government Quality Management – Getting it Right 3.0 Customer Focus

4. Measurement, Analysis, and Knowledge Management

Quality and Availability of Data for Internal and External Customers

Hardware and Software

Data Integrity, Reliability, Timeliness, and Confidentiality

Organizational Knowledge Management

Selection and Integration of Reliable Information and Data

Use of Comparative Data and How Information, Data and Measurement

How System is Kept Current

Analysis to Support Review

Communicate Results to Work Units

4.2 Information and Knowledge Management 4.1 Measurement and Analysis of Organizational Performance The Measurement, Analysis, and Knowledge Management Category examines how your organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets.

Information, Analysis & Knowledge Management Government Quality Management – Getting it Right 4.0 I,A & KM

5. Human Resource Focus 5.1 Work Systems

Work Organization and

Management

Employee Performance Measurement

Hiring & Career Progression

Key Factors - Short & Long Term

Design/Delivery of Training

Motivation and Career Development

Safe Work Environment

Support and Satisfaction

Satisfaction Determination

Relationship to Business Results

The Human Resource Focus Category examines how your work systems and employee learning and motivation enable employees to develop and utilize their full potential in alignment with organizational objectives and action plans. Also examined are your efforts to build and maintain a work environment and support climate conducive to performance excellence and to personal and organizational growth. 5.2 Employee Learning and Motivation 5.3 Employee Well-Being and Satisfaction

Human Resource Focus Government Quality Management – Getting it Right 5.0 Human Resource Focus

6. Process Management

Key Value Creation Processes

Requirements and Measures

Customers, Suppliers, & Partners

Performance Measures & Indicators

Minimize Costs and Rework

Process Evaluation and Improvement

6.2 Support Processes

Key Support Processes

Requirements

Design Support Processes

Key Measures & Indicators

Minimize Costs and Rework

Process Evaluation and Improvement

The Process Management Category examines key aspects of process management, including product, service, and business processes for creating customer and organizational value and key support processes. The Category encompasses all key processes and work units. 6.1 Value Creation Processes

Process Management Government Quality Management – Getting it Right 6.0 Process Management

7. Business Results Performance Levels, Trends, and Comparative Data 7.3 Financial & Market Results The Results Category examines your performance and improvement in key business areas – customer satisfaction,product and service performance,financial and marketplace performance, human resource results, operational performance, and governance and social responsibility. Also examined are performance levels relative to those of competitors. 7.2 Product and Service Results 7.1 Customer- Focused Results 7.4 Human Resource Results 7.5 Organizational Effectiveness 7.6 Governance & Social Responsibility

Government Quality Management – Getting it Right 7.0 Organizational Results Results Product & Service Outcomes 7.1

Results Product & Service Outcomes 7.1 Government Quality Management – Getting it Right 7.0 Results

Results Customer Focused Outcomes 7.2 Government Quality Management – Getting it Right 7.0 Results

Government Quality Management – Getting it Right 7.0 Results Results Financial & Market Outcomes 7.3

Government Quality Management – Getting it Right 7.0 Strategic Planning Results Workforce- Focused Outcomes 7.4

Government Quality Management – Getting it Right 7.0 Strategic Planning Results Organizational Outcomes 7.5

Government Quality Management – Getting it Right 7.0 Strategic Planning Results Leadership & Responsibility 7.6

Results

Improved public opinion

Improved customer service

Improved management system

Improved financial operations and efficiencies

Improved employee job satisfaction

National leaders

Baldrige Strengths and Weaknesses Systematic Comprehensive Not Prescriptive Institutionalized Not Quick Fix Labor Intensive Complex Lengthy Process to Institutionalized

Thank You And Nick Mandel