Continuous Quality Improvement Quality Management Board

Goal:

Implement Continuous Quality Improvement within the Office of Physical Plant

Sponsor:

Executive Steering Group

Members:

• Bill Anderson, Leader
• Doug Donovan
• Dot Green
• Steve Maruszewski
• Jim Lettiere
• Rob Cooper
• Kathy Smith Bamat
• Lou Plank
• Rick Riccardo
• Ford Stryker

Problem/Background:

• We need to improve:
• Productivity
• Cost
• Timeliness
• Customer Satisfaction
• Working Environment
• We feel that CQI is the best method to solve these problems.
• However, we do not have a comprehensive CQI plan.
• Additional limiting factors are:
• Tried CQI before with limited results
• Bad reputation
• Historical lack of buy-in at ALL levels
• No measurable results to date

Objectives:

• Develop a Strategic Action Plan
• Develop a Comprehensive CQI Plan for OPP
• CQI Philosophy and Vision
• Training and Resources
• Organization
• Communications Plan
• Measures of Success
• Get results using CQI
• ID customer needs and expectations
• ID key processes related to needs & expectations
• Quantify waste in key processes
• Form teams
• Empower teams to get results

Constraints/Resources:

• OPP will receive no additional external resources
• Daily work must continue
• Additional internal support will be provided as needed

Key Performance Measures:

Process Measures:

• Action Plan on schedule
• Number of people trained
• Number of Teams formed

Results Measures:

• Number of processes improved
• CQI Teams formed
• Processes which improved cycle time
• Processes which save money
• Processes which both saved money and improved cycle time
• Dollars saved/Cost avoided

For Further Consideration by entire ESG:

• Increased Customer Satisfaction
• Improved Employee climate
• Baldridge criteria (later)

Review & Evaluation:

Quarterly briefing to ESG

Desired Completion Date:

CQI Implementation/Oversight actions are continuous