Building and Sustaining a Culture of Quality
Division: Government Division
This session will show how the process excellence and Six Sigma team in the city of Tyler, TX, used technology and business intelligence to integrate auditable quality standards into a consistent framework and to evaluate the organization's key processes and systems. The framework makes quality everyone's job and provides the missing link as it aligns with best practice management techniques (Malcolm Baldrige Performance Excellence Criteria) and supports other disciplines like agile and scrum.
The session will cover implementation steps, evaluation metrics, audit process, and quantifiable results, and how the city was able to apply the same platform across other departments. See the evaluation criteria scorecards for the process standard and the system standard used to help improve the process and sustain a culture of continuous improvement in the city's quest to provide the best service to its community.