Building and Sustaining a Culture of Quality

Concurrent Session

M16 - Sustaining Quality in the Midst of Chaos

Monday, April 30
1:30 PM - 2:30 PM
Location: WSCC Ballroom 6A

Level: Intermediate

Division: Government Division

The finance department within the city of Fayetteville, NC, underwent tremendous upheaval in a two-year period due to departmental reorganization and employee turnover. Ninety percent of department employees had less than one year of experience in municipal finance at one point. This session presents a case study of the tools and methodologies used by the city to identify and manage the risk of poor finance department performance and to maintain and improve the quality of service of the department amidst extreme organizational chaos. Learn how the city employed customer and employee surveys, root cause analysis, and value stream mapping with process and supply chain optimization to stem the tide of poor quality output from the department and to actually improve quality output in many aspects of operations. Hear also about the human side of the equation and how the city addressed the issues of leadership, communication, and consensus building within the department and with finance department customers.

Learning Objectives:

Chris McMillan


Senior Corporate Performance Analyst
City of Fayetteville, NC
Wade, North Carolina

Chris McMillan manages the quality and process improvement systems for the city of Fayetteville, NC. He has over 20 years experience in requirements gathering, process design, project management, and customer support. He has master's degrees in both project management and business administration, is an ASQ Certified Six Sigma Black Belt, a PMI Project Management Professional, and an ITIL Expert. Chris is also the author of Team Development for High-Tech Project Managers, published by Artech House Publishers.


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Anita McReynolds-Lidbury

Bay Area Rapid Transit


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M16 - Sustaining Quality in the Midst of Chaos


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