Building and Sustaining a Culture of Quality

Concurrent Session

T29 - ISO 9001: Optimizing Government Customer Service

Tuesday, May 1
4:00 PM - 5:00 PM
Location: WSCC 204

Level: Basic

Customer service is a core function of government, both in service to the public as well as service across government agencies. Agencies must demonstrate their effective stewardship of taxpayer dollars through the delivery of valuable products and services to customers. A strong quality management system (QMS) serves as a mechanism to ensure that management practices lead to higher quality results and customer satisfaction. By examining how a federal agency is implementing an ISO 9001-certified QMS, this session reveals how building a culture of quality through the integration of a QMS and organizational strategy enhances service to federal customers. Effectively implementing ISO 9001 requires engaged management, effective communications and messaging, realistic goal-setting, and an approach that emphasizes simplicity over complexity. If these strategies are utilized, government and other service organizations will be well-positioned to successfully meet customer expectations and execute their mission.

Learning Objectives:

Cristina Barrera


Senior Consultant
Deloitte Consulting LLP
Atlanta, Georgia

Cristina Barrera is a Senior Consultant in Deloitte's Federal Strategy and Operations Consulting practice, through which she has supported various process and quality improvement efforts across the federal government for the past two years. Prior to joining Deloitte, she received a Masters of Public Health in healthcare management and worked primarily in the non-profit healthcare sector and hospital settings. Her specific areas of expertise include ISO 9001/quality management, organizational strategy, customer experience, process improvement, performance management, and program evaluation.


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Ogunna Njoku


Specialist Master
Deloitte Consulting LLP
Bristow, Virginia


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Sandra Storli

Quality Regulatory Compliance LLC


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T29 - ISO 9001: Optimizing Government Customer Service


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