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Building a House of Quality One Brick at a Time

Building a House of Quality One Brick at a Time. Chris McMillan City of Fayetteville, NC Quality in the Triangle Conference 2016. What do we mean by a “House of Quality”?.

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Building a House of Quality One Brick at a Time

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  1. Building a House of Quality One Brick at a Time Chris McMillan City of Fayetteville, NC Quality in the Triangle Conference 2016

  2. What do we mean by a “House of Quality”? • Quality Function Deployment is a structured method to identify and prioritize customers’ expectations. A matrix, called a “House of Quality” is commonly used to depict this graphically. • For purposes of this discussion, “House of Quality” also refers to building a culture of quality within an organization. • Both meanings apply to our efforts to implement quality management at the City of Fayetteville, NC.

  3. Learning Objectives • Why should a city measure performance? • How does the City of Fayetteville, NC currently measure performance? • How do we translate performance measurement into quality improvement? • Where do we go from here? • What are the biggest challenges ahead of us?

  4. Why? • Accountability • Transparency • Quality

  5. The Literature • Public calls for measures over 100 years old • Many measure, few succeed • New York, NY • Charlotte, NC • Baltimore, MD • Outcomes reign supreme • Management participation • Voice of the customer

  6. How? • Training • Definition • Mission • Goals • Objectives • Measures • Tracking • Reporting

  7. Where Are We Now? • Mission, Vision, Programs, Objectives, and Measures developed • Standards defined • Benchmark Partners identified • Audits Performed • Software

  8. Where Do We Go From Here? • Objective and Measure refinement • Critical to Quality trees • Citizen Engagement • Focus Groups • Quality Function Deployment • Interactive Web presence • Culture of Quality • Open Data

  9. Big Challenges Ahead PEOPLE Management Engagement Resident Engagement

  10. Chris McMillan Corporate Performance Analyst csmcmillan@ci.fay.nc.us

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