905R93101
1
00734
   CONTINUOUS QUALITY
       IMPROVEMENT
GREAT
LAKES
NATIONAL
PROGRAM
OFFICE
                    ICFINCORPORATED

-------

-------
                                    AGENDA

                         GLNPO CQI  Follow-up  Workshop

                          Chicago,  October 31,  1989


Time        Subject                                    Reference

9:30        Welcome                                    Agenda
                   - Opening  remarks
                   - review of agenda


9:45        What have we accomplished  so  far?
                   - Briefings by project  leaders
                   - List tools used
                   - List obstacles  encountered

10:45       Break

11:00       What have we accomplished...  (cont'd)

12:00       Lunch

1:00        Building a better tool  box.                Additional  CQI  Tools
                   - Review tools from  a.m. briefings.   (Handout reference)
                   - Other tools and where to
                    learn more about them

1:30        Putting the C into CQI                     Maintaining continuity
                   - Maintaining momentum  and            (Handout reference)
                    continuity
                   - Obstacles to continuity
                   - Approaches/techniques for
                    maintaining continuity
                   - Where to learn  more

2:00        Getting it all together                   Presidential Award
                   - The Baldrige and Presidential        Criteria   (Handout
                    Award criteria:  guides to a        reference)
                    Continuous Quality Improvement
                    program  for GLNPO

2:30        Wrap-up


3:00        Adj ourn
                                            u S. Environmental Protection Agency
                                            GLNPO Library Collection (PL-12J)
                                            77 West Jackson Boulevard,
                                            Chicago, IL  60604-3590

-------
X
o
00
                      0.
                      o
                             CO

                             o
                      tt
                      o
                      CO
                      3
                      o
                      H


                      Ul
Ul
X



H
                       o
                       Ul
                       o
                       3
                       O
                       O
                       tt
                       CO

                       o
                       o
o
111
CO
                                     Ul
                                     Ul
                                     GO


                                     Ul
CO

o
o


Ul
o
 a
 Ul
 o
 H
 CO

 o
o
 CO

 o
 o
 o
 H
 H
 H
 0
 a
                                           o
                                           H

                                           i
                                           a
                                           o
                                           Li.
                             a
                             ui
                                           a

                                           LL

                                           i-
                                           ui
                                           a

                                           o


                                           Ul
                                           a
                                           ui

-------
                                     u
                                     if
                                          a
                                          3
                      o
                      Ul
                      U.
                      U.
                      Ill
                      t/)
                      Ul
LU
LU

O
                      a.
                      tn
                      H
                      Q
                                     Ul
                                     o
o
H
U.
H
Z
O
H
t/)


111
Ul
tt

Ul
z



-z

tt

o

                               z  o


                               32
                               a.  <
                               oo  >
                               H  a
                               a  ui

                               o  z
                              h-  H
                      O  H
                      ZQ
                      Ul  U

                      (/)  Ul
                      5  U.

                      <  U.
                     OLU
                                     P
                                     a
o

Ul
a
                                                                a
                                                                o
                                                                o

                                                                en
           12
           a
u

o
               O


               tt


               OQ
                               a
                                          U



                                          3

-------
                     o
                     z  o
(A
-J
                         O
                         Z
CO

o
o
             o
             ft-1
                     O
                     a   -
                     a  <
H
tf  O
0.  Z
    <
Ul
N  U)
>•  J
-J  <
<  O
                     j  <
                     -J  0
                     <  z
                     H  O
                     I-  o
                     Z  Ul
                     U  
 u ui
 Ul (/)
 H U)
 Ul Ul
 a u
    o
 o a
H- o.
                     H
                     a

                     ui
                     ui
                     a
                  P
                  ui
                  Ul

                  1
                  o
                  Ul
                  z
                 o
              o  a
                  <
              Ul  X
              J  O
              u
              a  ui
              H  H
              00.
               a
               ui
               i-

               <
               o
              to
                                                                                  a
               o
               a
               O
              O
               a
               ui
               x

               o

-------
o
o
                  H
                  I-
                  z
                  o
                  u
                  Z
                  U
                  Z
                  H
                                O
                                u
                                -I
                                o

                                s
                                to
                                00
                                o
o
u

tt
o
u.

0)
UJ

§
H
Z
X
o
Ul
H
Ul
o
tt
Q.
a
Ul
a
o
Z


a
<
ui
o


Ul
a
ui

-------
                                          U)
                                          0.
ui
V)
o
a.
a
u.
o


o


I
00
 V)
 3
 O
 u
 X
 u
00
               o
               111
               n
               o
               a
               a.

               o
               I
               a.
 u
 u
 n
 o
 a
a.
                                          o
                                          H
                                          I-
               ui
               a

               a
               u
               M
               _J
               a.
               a.
H

O
                                                        O

                                                        H

                                                        t-
                             O

                             O
                             o
                             UI
              UI
              u
              o
 I-
 M

 3
 Z
 H
 I-


 o
O


 o
 Z
 H

-------
CO
LU

O
CO
LU
Ul
H

I-
 o
 a.
 o.
 o
•^
 00

 14
 _l
 a
 o
 a
 a.


 Hi
                UJ
                Q
             12
             U
             111
             O
             O
             a
             a.
                             o
                             z
                             H
                             N
                             H
                             tt
                             O
                             H
                             a
                            a.
             o
             o.
             o
             a
             a.
                         12
                         a
                         o
                         U.
                         U.
                         Ul
                         o
                         o
                         a
                         o
                         a.
                         a.
                         D
                         00
CO

o
Ul
n
o
a
a.
i
o
z
H

§

_J
O

-------
LU

LU
I-
z
u
               O
               a
               H
 Ul

 Ul
 a
 3
 trt
 <
 U
S



 M
 3
a.

 H
 z
 Ul

 Ul

 o
 tt
 a

i—i


 HI
                                       *-
                                       Z
                                       Ul

                                       Ul

                                       o
                                       QC
                                       a.
                                                                                   tt
                                                                                   O
                                                                                   U.
                                                                                   U.
                                                                                  LU
                                                                                   U

                                                                                   U

                                                                                   o
u

UJ
>

o
                                            u
                                            Ul

                                            o
                                            _J
                                            a

                                           ui
                                      <§
                                      z
                                      H
                                      Z
                                      H
                                       o
                                       H
O
O
o
Ul
                   Ul
                   Ul

                   o

                   a
to
3
U
O
          a
          in
          o
_i
<
          u.
          o


          S
          3
          (0
          Ul

-------
                            CRITERIA

     This submission roust be able to stand on its own.  Answers
to each item should be fully responsive, and assume no prior
knowledge of the organization by the examiners.  Responses should
be concise, factual, and where possible quantitative.

1.   QUALITY ENVIRONMENT (10 points)

     The Quality Environment category examines how the senior
     management of the organization creates and sustains a clear
     and visible quality value system to guide all activities of
     the organization.

     a.   Describe the roles of the key executives in the quality
          improvement effort.  Include specific examples of
          visible and personal executive involvement in the
          development of an effective quality culture.

     b.   Summarize the organization's policy on Quality and
          Productivity Improvement and describe how "ownership"
          of the policy by management was accomplished and how it
          is reinforced.

     c.   Describe how the organization communicates its quality
          vision to all employees.

     d.   Describe how quality and productivity management
          responsibilities are integrated into the organization's
          planning process and how these plans are managed on a
          routine operational basis.

     e.   Give specific examples of expenditures on quality and
          productivity improvement efforts.

2.   QUALITY MEASUREMENT (10 points)

     The Quality Measurement category examines the scope,
     validity, use, and management of data and information that
     underlie the organization's quality system.

     a.   Describe the organization's quality-related measures
          and indicate the type of information it contains
          relating to customers,  suppliers, internal operations,
          products or services.

     b.   State the most significant changes in the types of
          information the organization collects now compared  to
          the period prior to starting a quality improvement
          process.

-------
     c.   Describe how the organization uses the information it
          collects.  Give specific examples.

     d.   Describe how the organization ensures that key data are
          accurate, timely and available to those who need it.


3.   QUALITY IMPROVEMENT PLANNING (10 Points)

     The Planning category examines the extent to which quality
and productivity considerations are taken into account in the
planning process.  Particular emphasis is placed on how and when
information about customer requirements and satisfaction are
identified and used for planning purposes.

     a.   Describe the short-term and long-term goals for quality
          and productivity improvement, the process for
          establishing these goals,  and the means to ensure they
          are implemented.

     b.   Briefly summarize specific plans for quality and
          productivity improvement,  identifying key priorities
          for short-term and long-term improvement.

     c.   Describe specifically how customer requirements and
          feedback are taken into account in the planning process
          to improve existing products and services.

4.   EMPLOYEE INVOLVEMENT (10 points)

     The Employee Involvement category examines the effectiveness
     and thoroughness of employee involvement in quality and
     productivity improvement.

     a.   Summarize the means available for employees to
          contribute to quality and productivity improvement,
          especially as it involves team activity.

     b.   Discuss data related to current employee involvement
          efforts, such as percent participation in each type of
          involvement described above, number of teams operating
          during the past year.

     c.   Describe plans to expand involvement of employees.

5.   TRAINING FOR QUALITY IMPROVEMENT (10 points)

     The Training category examines the effectiveness of the
     organization's efforts to develop and utilize the full
     potential of the workforce for quality improvement.

     a.   Describe the types of quality and productivity
          management training provided for senior management.

-------
          Provide the number of managers and supervisors who
          received this training and the total number who are
          eligible.

     b.   Describe the types 6f quality and productivity
          improvement training provided for employees.  Provide
          the number of employees who received each type of
          training and the total number eligible for each.

     c.   Relate the current and future training program to the
          planning objectives.

6.   EMPLOYEE RECOGNITION (10 points)

     The Recognition category examines the extent to which the
     organization's management uses rewards and incentives to
     recognize employees who improve quality and productivity.

     a.   Describe how employee contributions to quality and
          productivity improvement are evaluated and recognized.
          Indicate whether and how team recognition is used.

     b.   Give the percentage of employees who received rewards
          and recognition in FY 1988, compared to the period
          prior to initiating a quality improvement process.

7.   CUSTOMER FOCUS (15 points)

     The Customer Focus category examines the organization's
     customer service systems, knowledge of the customer,
     responsiveness and ability to meet requirements and
     expectations.

     a.   Describe the methods used for obtaining customer
          feedback and a knowledge of customer expectations.

     b.   Describe how the organization analyzes customer
          feedback and complaints and translates them into
          corrective action.

     c.   Describe the organization's service goals, how they are
          set and modified.

     d.   Summarize the results of the past year or two
          indicating  quantitatively the level of customer
          satisfaction with the quality of services.

8.   RESULTS OF QUALITY IMPROVEMENT EFFORTS (25 points)

     The Results category examines the measurable and verifiable
     results of the applicant's quality and productivity
     improvement practices.   Data tables and graphs summarizing
     trends and achievement may be utilized.

-------
a.   Using all key measures for assessing the quality,
     timeliness, and cost-effectiveness of products/service,
     summarize results of the past two years (longer, if
     available).  Include in-process (e.g., percent rework)
     as well as end-item measures.

b.   Summarize briefly five projects that illustrate the
     breadth and effectiveness of the organization's quality
     improvement activities.-  These projects should
     illustrate the techniques and methods used by the
     organization to achieve continuous improvement, and
     should have demonstrable results.

c.   Summarize the findings of the organization's most
     recent program evaluation, and when it occurred, to
     provide information on whether the program's mission is
     being achieved.

-------
                             FOR MORE INFORMATION
Barra, Ralph.  Putting Quality Circles to Work:  A Practical Strategy for
Boosting Productivity and Profits. Quality Press, 1983.

Barry, Thomas J.  Quality Circles:  Proceed with Caution. Quality Press, 1988.

Christopher, William F.  Productivity Measurement Handbook. Productivity
Press.

Crosby, Philip B.  Quality is Free:  The Art of Making Quality Certain.  New
York:  McGraw-Hill, 1979.

Deming, W. Edwards.  Out of the Crisis. Massachusetts Institute of Technology,
1986.

Feigenbaum, A.V.  Total Quality Control:  Engineering and Management. New
York:  McGraw-Hill, 1961.

Gitlow, Howard, and Shelly Gitlow, Alan Oppenheim and Rosa Opperiheim.  Tools
and Methods for the Improvement of Quality. Quality Press, 1989.

Imai, Masaaki.  Kaizen. Random House Business Division, 1986.

Ishikawa, Kaoru.  Guide to Quality Control. Tokyo:  Asian Productivity
Organization, 1976.

Ishikawa, Kaoru.  What is Total Quality Control?. Prentice-Hall, Inc., 1985.

Juran, Joseph M.  Juran on Planning for Quality. The Free Press, 1988.

Lawler, Edward E.,  III.  High Involvement Management. Quality Press,  1986.

Mizuno, Shigeru (ed.).  Management for Quality Improvement:  The 7 New QC
Tools. Productivity Press, 1988.

Nemoto, Massao.  Total Quality Control for Management. Prentice-Hall, Inc.,
1987.

Schonberger, Richard J.  Japanese Manufacturing Techniques. The Free Press,
1982.

Stratton, A. Donald.  An Approach to Quality Improvement That Works:   With an
Emphasis on the White-Collar Area. Quality Press, 1988.

-------
          FEDERAL QUALITY AND PRODUCTIVITY RESOURCE CENTER
Federal Quality Institute
Federal Quality and Productivity Resource Center

Mailing Address:                                          Location;

P.O. Box 99                                              440 G Street, N.W.
Washington, D.C 20044-0099                               Pension Building, Room 333
                                                         Washington, D.C


Jeff Manthos, Center Director - (202) 376-3753, (FTS) 376-3753


Purpose

To provide information on total quality and productivity management, primarily to the  Federal sector.
Particular area of emphasis is on Federal productivity and improvement in service delivery.

Special Services

The Federal Quality and Productivity Resource Center provides individualized information packages and/or
referral services, based on the inventory of items listed below and staff expertise.

QUALITY AND PRODUCTIVITY IMPROVEMENT PROGRAM

o      General Guidelines and Reports*

              Executive Order 12367, Productivity Improvement for the Federal Government

              OMB Circular A'132, Federal Productivity and Quality Improvement in Service Delivery

              OMB Concept Papers on Productivity Measurement and Specifying Program Functions

              Management of the U.S. Government, FY90 Report

              The Federal Productivity Improvement Effort; Current Status and Future Agenda (Spring 1988)

              Quality Improvement Prototypes/Case Studies

              Building a Quality Focus in Government Conference Proceedings June 1-2, 1988,

              Overcoming Barriers to Productivity:  An Agency Call To Action

              How to Develop Quality Measures that are Useful in Day to Day Management (January 1989)

-------
 o      Federal Productivity Measurement (Special studies; ELS Summary Data and Output Indicators)



 o      Joint Financial Management Improvement Program Publications



 o      President's Council on Management Improvement Reports



                Improving Federal Productivity: An  Inventory of Agency Examples



                Measuring Administrative Services: Assessing and Improving Productivity




               An Inventory of Shared Administrative Support




               A Guide for Sharing Administrative Support



                Case Studies of Shared Administrative Support




 o      President's Council on Integrity and Efficiency Progress Reports




 o      BLS Bulletins



 o      GSA Handbooks



 o      White House Conference on Productivity Report



 o      Exemplary Project Series/Agency Case Studies



 o      GAO Reports on Productivity



 o      Quality and Productivity Articles on the Following Topics



                Total Quality Management



               Quality Improvement



               Productivity Management




               Productivity Measurement



               White Collar Productivity



               Gainsharing



               Productivity Trends (Limited)



               Automation and Technology (Limited)



o       Quality and Productivity Bibliographies




o       Employee Involvement




               Participative Management




               Quality Improvement Teams

-------
               Quality Circles

               Incentive Program Articles

o      Labor-Management Handbooks and Articles

o      National Center for Productivity  and QWL Publications

o      Best Sellers and Reference Books on Quality and Productivity available on loan.

o      Videotapes on Quality and, Productivity available on loan.

               Productivity and Pride  Format: 3/4' Commercial,  Length: 14 minutes, 22 seconds.

               A Passion  for Excellence.   The Obsessive Pursuit of a  Dream.  Tom Peters. Format:  3/4
               Commercial, Length: 63 minutes.

               Productivity and Pride Video Conference (May 1) USDAIOMB.  Format: 1/2" VHS, Length:
               Approx. 60 minutes.

               Deminc Why Productivity Increases as Quality Improves.  MIT Video Course. Format:  3/4"
               Commercial, Length:  55 minutes.

               Deminp  Quality and Productivity in Service Organizations.  MIT Video Course.  Format:
               3/4" Commercial, Length: 47 minutes.

               Deminp  The 14 Steps Management Must Take.  I.  MIT Video  Course.  Format:   3/4"
               Commercial, Length: 55 minutes.

               Deminp Roadmap For Change.  Format:  3/4" Commercial, Length: 29 minutes

               Denting.  The 14 Steps Management Must Take.  II Obstacles  to Success. I.  MIT Video
               Course. Format- 3/4" Commercial, Length:  58 minutes.

               Team Building.  Format: 3/4" Commercial, Length: 30  minutes.

               OPMITBM White CoQar Quality Processes Seminar.  Tom Barry.  Format: 1/2" VHS, Length:
               Approx. 4 1/2 hours.

               'Labor Management,'' The City of New York - Department of Sanitation.  Format: 1/2" VHS,
               Length: 60 minutes.

              Juran on Quality Leadership. 1/2" VHS, Length: 45 minutes.

               The Greatest Management Principle. The Basics.  Format 1/2" VHS, Length:  16 minutes.

              Meetint of Quality Experts fOct 14th).  Format: 1/2" VHS,  Length:  Approx 1 1/2 hours.

              Quality Measures Workshop (Feb. 9th. 1988). Format:  1/2" VHS, Length:  Approx. 2 hours.

              TOM. Strategy for Success.  Format:  3/4" Commercial, Length:   24 minutes.

              In Pursuit of Quality.  Format:  3/4" Commercial, Length: 15 minutes.

-------
               Journey Towards Quality.  Format 1/2" VHS, Length:  15 minutes.

               Team Excellence.   Format 1/2" VHS, Length:  30 minutes.

               Creating Customer Commitment  Format 1/2* VHS, Length:  30 minutes.

               Innovation. It's Worth the Risk.  Format 1/2* VHS, Length:  25 minutes.

               Leadership Alliance,  Format 1/2 " VHS, Length: 60 minutes.

Fees

The Center's services are free of charge.

Operating Hours

Normal hours are from 8:00 aan. - 430 p.m., Monday through Friday.

Visitors

Visitors to the  Center should call in advance for appointment If coming by Metro, Judiciary Square, F
Street exit is the nearest subway stop.  The entrance of the Pension Building, where the Center is located,
is between 4th and 5th Streets on F Street, N.W.

Authorization

OMB Circular A-132, Section 11.

-------
U.S. Environmental Protection Agency
GLNPO Library Collection (PL-12J)
77 West Jackson Boulevard,
Chicago, IL  60604-3590

-------