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Continuous Quality Improvement Master Plan

Appendix A - Action Summary

   
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CQI Focus

Recognize additional time and effort will initially be required         X
Provide training for OPP employees        X 
Perform PAT test on all committees, action groups, CQI teams, etc.        X 
Focus efforts on most important tasks         X

Customer Focus

Charter a team to develop a department-wide, uniform customer survey        X 
Publish results of surveys through News & Views, and e-mail bulletins      X   
Conduct customer interviews to better interpret survey results  X       
Develop criteria that describe the actions of partnering and teaming with customers        X 
Identify internal and external customers; products and services provided  X       
Post charts depicting customer satisfaction survey resultsXX        
Provide for customer relations trainingXX        

Enabling Environment

Practice the new behavior         X
Develop measurable element on CQI for employee performance appraisals        X 
Provide more achievement opportunities through effective delegation and empowermentXXXX      
Conduct annual climate survey to measure progress in achieving the new behavior X      X 
Ensure selection criteria for all employees will include CQI commitmentX XX      
Require work efforts to be team-based, CQI principles applied to meetingsXXXX      
Implement team leader, team member, and facilitator training X      X 
Implement changes in budgets to provide adequate resources and training environments XXX      
Recognize team accomplishments and publish results to gain maximum exposureX XXX     

Communications

Hold open discussions to eliminate barriers for open exchanges of CQI ideasXXXXX     
Communications will follow the new behavior, instead of directing in the old wayX XX