Quality Enhancement

in the Public Sector

4th Sarawak IQC 2007

Joseph A. De Feo

President and CEO

Juran Institute, Inc.

Founded in 1979 by Dr. Joseph M. Juran – one of the vital few contributors to the Quality Revolution and Six Sigma.

Leading source worldwide for research, consulting, and education in managing for quality

Juran Institutes 40 publications are global standards and references for many industries.

Dr. Joseph M. Juran(became a centenarian

in 2004)

What Is Juran Institute?

Juran Partners

Who Are We?

Juran

Benchmarking

Juran Management Solutions

US, Europe, Korea

Juran Institute

Shanghai China

e-TQM College

Dubai, UAE

Thinking Dimensions

South Africa

Juran

Institute

What I Would Like To Leave You With Today?

1. Provide the a way to think about

Q in Public sector

2. Share some real public sector

experiences

3. Get you interested in learning

more about methods to manage

quality

What Is The Public Sector?

Ministry Administration

Hospitals

Education

Welfare

Security

Military

Judicial

New

Strategic

Direction

Your

Organization

Why Public Sector Must Think About Quality?

The System to Drive Q in the Public Sector

Lessons Learned

Strategic

Intent

Understand

Stakeholder

Demands

Align

Organization

To Meet

Demands

Design New

Processes

Annual

Renewal

Control

Processes

Accelerate

Change

Improve

Processes

Attain

Vision

&

Results

1. Do you have a system

to drive performance?

Strategic Intent to Be the Best

Vision

Key

StrategyStrategic

GoalsAnnual

GoalsProjects

5 Years 1 Years

Time

2. Does your

organization

have a Strategic Plan?

Prime Minister?

Auditors?

Other Government Agencies?

Environmentalists?

Employees?

And yes, the external user and payer…

The Customer

Understand Stakeholder Demands

3. Do you know

who your

Stakeholders demands?

System to Align Organization to Meet

Demands

ReplicateSpread,Drive CultureChange

CorrectiveAction

IdentifyStrategicDrivers

Designand

ImplementSolutions

Achieve andHoldGains

Conduct Projects

Scorecard and Data Management System

Identify &EstablishProjects

Deploy Policies and Standardize WorkAssessthe

CurrentState

4. Do you have a

system to align your

organization to

your stakeholder

demands?

System Must Include

Time

Chronic Waste

Six Sigma

& Beyond

Lessons Learned

Control

Processes

Plan

Processes

Improve

Processes

Breakthroughs

Change Management Support

5. Do you have a and

system

to plan, control improve processes?

System Includes Methods & Tools

Time1990 - 2010

Quality Leadership

Six Sigma

Manufacturing

Lean

Manufacturing

Lean Six Sigma

Design for

Six Sigma

Lean Six Sigma

in Health Care

TQM

Transition Zone

Understand Why Processes Need To Change

Step 1 Step 2Check Check

Review Review

Redo Redo

Unhappy

Stakeholders

Long lines

Added Costs

Loss of

Integrity

C

Multi-function

Team

Disciplined Project Management System

Design and Improve Processes with Projects

6. Does your system

include

multi-functional teams?

System Must Include Change Support

Technical

Educate on:

Set up Infrastructure

Process Tools

Your Organization Toolset

Metrics

Manage Change

Educate on:

Commitment

Collaboration

Creativity

Customer Focus

Attaining Quality Leadership

Requires Your Organization to Master Two Skill Sets

7. Do you have

change support?

Some Projects Require More Support

Small Gains

Sufficient or

Clear Solution

Launch New

Product,

Service or

Process

Large

Gains

Needed

Medium

Gains

Needed

Change

Management

PDSA

Corrective

Action

Lean &

Six Sigma

Design for

Lean Six Sigma

Projects that need support

All Projects Need Specialists

Executive Team

Champion

Master BBs

Black Belt

Green Belt

Yellow Belts

Black Belt

Green Belt

Yellow Belts

Communication& Coordination

Vision

Priority

Path

Define

Teach

Support

Consult

Measure

Lean,

DMAIC,

DMADV White BeltsWhite Belts

Why Belts?

8. Do you create experts

that understand the tools

to plan, control and

improve?

Time

Strategy

Attained

Attaining Strategic Intent Requires a Roadmap

9. Does your Organization

have a roadmap to attain

its strategic intent?

10. Did you learn anything

new from this presentation?

If you scored 80 or more

come on down!!!

What I Would Like To Leave You With Today?

1. Provide the a way to think about

Q in Public sector

2. Share some real public sector

experiences

3. Get you interested in learning

more about methods to manage

quality

Thanks for the invitation to

this wonderful country –

Good Luck

Joseph A. De Feo

President and CEO

Juran Institute, Inc.

jdefeo@juran.com