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Quality Management
Quality Management is the guidance and support of various programs and processes within a culture of excellence. This is done through process improvement, adding value, enhancing efficiency, promoting best practices, advancing proven techniques, and encouraging standardization.

Quality Management at NCDOT typically involves:

Strategy Development involves cultivating long-term achievement in an organization by defining success in terms of goals and objectives and pursuing the goals and objectives actively. Strategy development is the vehicle used to accomplish established goals and objectives. This typically involves goal development and assessment of organization capability as well as an appraisal of environmental factors that affect, or may affect, the organization.

Business Planning involves identifying activities that will contribute to goal attainment and monitoring those activities frequently to ensure progress is being made (and taking appropriate action it is not). A business plan typically incorporates indicators that measure acceptable performance. A business plan is created after the establishment of an overall strategy to achieve long-term goals and objectives.

Organizational Performance Management is the implementation of activities designed to ensure that goals are consistently met in the most cost/labor effective manner. Performance is measured against organization standards. Measures may be changed to target specific areas or a sampling of the organization.

Measures of performance may encompass the following: resource management, product/service quality, timeliness of product/service delivery, production efficiency, customer satisfaction, safety, and compliance with ethical standards.

The following methodologies and programs contribute to Quality Management:

Quality Assessment entails the following:
  • Periodic validation of current services, products, policies or procedures.
  • Systematic evaluations of services or products to determine if customer needs or desired outcomes are being met.
  • Recurring appraisal of internal policies and procedures to ensure consistency and standardization that will enable an organization to function smoothly and efficiently.
Continuous Process Improvement is a 10-step process used by individuals, teams and organizations to identify problems and work towards solutions. The individual, team or organization defines the problem, documents and measures the process, identifies improvement opportunities, implements improvements and evaluates the results.

Knowledge Transfer is a process that integrates proven best practices from the department and larger business community into operations, services and products that may benefit customers. Productivity Services actively promotes innovative improvements through an awards program and conference which features exhibits and demonstrations, by producing an annual publication containing process improvements, and by showcasing proven projects on its web site. For more information click here.

Recognition of individual, unit, and organization achievement is an integral component of quality management and is used by successful organizations to motivate good performance. The Management Improvement Council Report on Recognition touts the importance of recognition, identifies the benefits of a comprehensive recognition program, and provides examples of recognition in North Carolina state government.
Download the Management Improvement Council Report here.
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