Building and Sustaining a Culture of Quality

Concurrent Session

W22 - Refreshing Louisville Metro’s Problem-Solving System

Wednesday, May 2
9:30 AM - 10:30 AM
Location: WSCC 2AB

Level: Intermediate

Division: Team & Workplace Excellence Forum

This session describes why and how Louisville Metro Government's Office of Performance Improvement rebranded itself as an internal consulting unit. It is challenging for any organization, public or private, to sustain continuous improvement. The failure rate of organizational transformations is well documented. Louisville Metro is confronting this challenge using robust organizational development practices to advance its original Office of Performance Improvement team, which offered training and project management services, to become more holistic and systematic as an internal consulting entity. This makes the work a rarity among city governments. Come learn why the team members are excited about the refreshing change taking place. One team member says, "I think this critical thinking about each of the aspects of our system will lead us to a new level of excellent engagement with departments and a clear, mutually agreed upon way of working as a team."

Learning Objectives:

Steve Pollock


Director of Organizational Development
Louisville Metro Government
Louisville, Kentucky

Dr. Steve Pollock, ASQ Fellow, is the co-author of Coaching Green Belts for Sustainable Success published by ASQ Press in 2015, and he has authored many professional articles about quality improvement. His mission statement is helping adults accomplish their educational goals. Steve is the Director of Organizational Development in the Office of Performance Improvement and Innovation for Louisville Metro Government, and an Adjunct Faculty member at Indiana Wesleyan University and Southern New Hampshire University. Steve has been a member of ASQ since 1990 and enjoys learning from others about how to make quality practices more effective. ASQ certifications include Manager of Quality/Organizational Excellence, Six Sigma Black Belt, Quality Engineer, and Quality Auditor. Steve is a member of the Review Board for The Journal for Quality and Participation. Degrees include the Doctorate of Business Administration, Master of Business Administration, Master of Public Administration, and Bachelor of Business Administration. He and his wife, Betsy, reside in Louisville, Kentucky, and have a large family consisting of five adult daughters, four sons-in-law, and six grandchildren.


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Daro Mott

Six Sigma Black Belt, Lean Leader, Project Management Professional

Chief of Performance Improvement
Louisville Metro Government
Louisville, Kentucky

Daro Mott is a certified Project Management Professional, Six Sigma Black Belt, and lean leader. After spending nearly a decade in Louisville Metro Government, Mott was appointed chief innovation officer of Cuyahoga County in January 2016. He aspires to be the first Six Sigma Master Black Belt and credentialed manager appointed city/county manager of a complex municipal government. He co-authored a book entitled Coaching Green Belts for Sustainable Success, published by ASQ in May 2015. Mott is a life-long learner and is in the process of earning his Six Sigma Master Black Belt Certification. He earned his master’s degree in urban planning and master’s degree in public administration from the University of Louisville. He is also a chess expert and fluent in Spanish.


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Will LaFollette

Chief Process Officer
Gilbert, Arizona

Dr. William LaFollette has over twenty-five years of experience in delivering quality and organizational excellence programs in the health care, service, and telecommunications industries. He is a leader, strategist, public speaker, teacher, and author. Will serves the American Society for Quality (ASQ), the Association for Business Process Management Professionals (ABPMP), Southwest Alliance for Excellence Board of Directors and the US TAG 279. Over his career he has be instrumental in building education and certification programs, developing professional collaborative teams, leading execution of global quality and innovation initiatives and implementation of global strategic solutions.

Will holds a Doctorate in Business Administration- Organizational Psychology, a MS. in Quality Management, is a Certified Lean Six Sigma Master Black Belt and Certified Quality Engineer.


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W22 - Refreshing Louisville Metro’s Problem-Solving System


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