Organizational Development Model

Training Courses

  • Quality Service in the Public Sector – (CEP) Through exercises and activities, this one-day class provides participants with tools and techniques for developing individual quality customer service skills and highlights the impact this has on the delivery of services to the public.

  • Principles of Quality Course – (MDI) This is a two-day introduction to core concepts and principles of performance improvement using a systems approach to continuous quality improvement. The course is team-taught using instructors from several State agencies who are experienced and knowledgeable in working with organizations implementing quality processes.

  • Project Management – (MDI) In cooperation with the Department of Technology and Information, Program Management Office (DTI PM/OCM) this 3-course course series provides basic, intermediate, and advance training in project and organizational change management toward project management certification.
  • Work Process Improvement Tools and Techniques – (MDI) This one-day course is designed as a follow-up to our Principles of Quality course. Work Process Improvement Tools and Techniques emphasizes a hands-on approach by introducing a number of tools, including work process mapping, and providing participants a chance to practice using these tools.

Quality Resources

Guidelines for Implementing Continuous Quality Improvement in State Government (.pdf)

First State Quality Improvement Fund – The First State Quality Improvement Fund is temporarily suspended for the current fiscal year. In the past this fund provided funds for state agency initiatives that promoted long-term commitment to continuous quality improvement initiatives.

Governor’s Team Excellence Award – This award is presented annually to a team of six or more state employees that work together for better efficiency and support improved customer services, improved work processes, new and creative ways of doing business, and cost savings.

Delaware Government Performance Review – Governor Jack Markell launched the Delaware Government Performance Review on January 22, 2009. The review process is a structured approach to review government services and to identify possible savings, efficiencies, improved customer service, and new non-tax revenues. On July 17, 2009, Governor Markell released the findings from the first phase of the Delaware Government Performance Review.

Governor Markell’s "Honest Assessment" – The assessment is a series of initiatives that will examine how the government spends taxpayer dollars, how to effectively measure agencies' performance, how to identify innovation, and how to best meet the significant challenges facing Delaware. "Honest Assessment" is designed to tap into the expertise of employees throughout state government and to identify opportunities for savings. Submit your ideas at

Quality Awards & Partnerships


For More Information Contact: Barbara McCleary
122 Martin Luther King Jr. Blvd. South, Suite 134
Dover, DE 19901 SLC: D430G
Tel: 302-739-1990
Questions? Email us at


Conflict Resolution |  Continuous Quality Improvement |  Workforce Planning
Organization Performance Management |  OD Section Staff