Building and Sustaining a Culture of Quality
M16 - Sustaining Quality in the Midst of Chaos
Monday, April 30
1:30 PM - 2:30 PM
Location: WSCC Ballroom 6A
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.
- Utilize a number of quality tools employed in this project to bring a work group back to productivity.
- Perform value stream mapping in a service sector enterprise.
- Understand the importance of leadership and communication in times of organizational chaos.
- Employ ITIL framework terminology and procedures that cross over into the world of quality and performance.
- Learn how to obtain project buy-in from participants in the midst of change and uncertainty.