Building and Sustaining a Culture of Quality
T29 - ISO 9001: Optimizing Government Customer Service
Tuesday, May 1
4:00 PM - 5:00 PM
Location: WSCC 204
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.
- Demonstrate the value of ISO 9001:2015 and a quality management system (QMS) in building stronger government and service organizations.
- Describe the effectiveness of a QMS in improving customer service.
- Learn the tools and techniques to help design and implement a QMS with the ISO 9001:2015 standard that is tailored to a government or service organization’s unique needs.
- Obtain buy-in to help build and sustain a culture of quality across government or service organizations.