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									States and IDA Policy: Knowledge-Building,
        Networking, and Creating New
                Opportunities
             November 7, 2002
 Total Quality Management and IDA
          Programs: People,
          Process or Both?
                Kevin Davy
                Shorebank
Total Quality Management
I. What is TQM?
 A. A total commitment to error free,
    simplified design
 B. A total commitment to error
    free, simplified manufacturing
 C. A total commitment to error
    free, simplified customer service
  Total Quality Management
II. FOR THE CUSTOMER
 A. Not for the program manager
 B. Not for the agency
 C. Not for the funders
 D. And not for governmental bureaucrats
     Total Quality Management

III.TQM NOT CONSISTENT WITH
    HUMAN SERVICE FIELD
  A. Human service agencies often unwilling,
  unable or intimidated by the concept of
  increasing capacity through replacing
  people with technology
    Total Quality Management
IV.COMMON DESIGN ERRORS
  A. Too many hoops to jump through
  B. Channels of distribution too limited
  C. Failure to build technology into the
  process
  D. Too consistent with traditional human
    services
  Total Quality Management
V. COMMON MANUFACTURING
(TRAINING AND INTERVENTION)
ERRORS
 A. No self study or high tech training
 options
 B. Little emphasis on electronic funds
 transfer processes
 C. Too dependent on costly human
 intervention
   Total Quality Management
VI. THE COST OF FAILURE TO
   PROVIDE QUALITY
 A. Potential customers reject the product
 B. Customers who attempt to use the
 product reject it because of complexity
 C. Ineffective programs
  Total Quality Management
VII. SHOREBANK EMPLOYER
   BASED IDA MODEL
 A. Works with Chicago area
    employers using City of Chicago
    WTW dollars
 B. Must utilize electronic funds
    transfer
 C. Training on employer site
Total Quality Management
D. 100 percent program
participation
E. 39 participants
F. 1 drop out
G. $60 per month average savings
H. Very low on one staff interaction
I. Scalable

								
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