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Productivity & Quality Improvement

Examine the steps, processes and procedures necessary to ensure quality assurance of the products and services your agency provides. Analyze each of the steps: definition, development, implementation and change management, monitoring and documentation using examples from your own agency.

This course can be applied to the Certificate in Public Administration.

Benefits and Learning Outcomes

By the end of the workshop, participants should have:

  • Means to define specific quality characteristics necessary to customer satisfaction
  • Started to develop specific measures of quality (leading and lagging indicators)
  • Identified key steps in their service delivery processes where “quality” is built in
  • Identified monitoring procedures for their process
  • Started to develop a process documentation process

Dates and locations to be announced.