Building and Sustaining a Culture of Quality
Division: Government Division
The city of Fayetteville, NC, has had organizational performance and quality management in place for three years. However, neither system has performed as well as the city would like. Analysis of the issue revealed that the average employee was not informed enough about either system to understand or actively participate in them. This session details the development of the city’s employee engagement summit and how the outputs from that summit have rippled through both the performance and quality management systems. Learn how the city employed a unique approach to frontline engagement to reinvigorate quality and process improvement from the ground up. See how providing a vehicle for employees to take ownership of their work quality can jumpstart stagnant performance management. Finally, hear how linking individual performance to department and organizational goals can allow the organization to better focus its resources on outcomes that truly matter to the customer.