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Continuous Quality Improvement

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Continuous Quality Improvement:
Improving Work Processes in the Public Sector

About Continuous Quality Improvement
It's a fact, internal and external clients and/or customers of government agencies expect services and products that meet or exceed their needs and expectations. Key stakeholders who may not even use the outcomes of your products or services look to assure that they meet or exceed the needs and expectations of County clients and/or customers. The CQI technique of improving work processes can have a dramatic impact on customer satisfaction, services and products.


During this in-house consulting activity, emphasis is placed on...
·	A clear complete and accurate flowchart map of a critical work process.
·	A common framework language and set of tools to improve any work process.
·	Criteria that define quality.

Continuous Quality Improvement Techniques:
·	Defining a work groups critical products and services
·	Clarifying key work processes to improve
·	Distinguishing internal and external customers, clients, stakeholders, regulators and suppliers
·	Using CQI tools for mapping, measuring and improving any work processes
·	Measuring client/customer satisfaction
·	Applying various types of graphic display tools that illustrate customer/client feedback
·	Twenty-five ways to improve a work process and its products or services