State of Delaware

Office of Management and Budget

Leadership and Service for a Quality Workforce

Presents

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PRINCIPLES OF QUALITY

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A twp-day course for state managers
and supervisors

 The Training and Development Unit of the Office of State Personnel is offering a three-day introductory course entitled Principles of Quality. This course is designed to familiarize participants with the core principles required to build and sustain a quality public sector organization. The course is team-taught, interactive, and non-technical. It attempts to build basic knowledge and skills in participants in the hope that, with new confidence, they will champion appropriate changes within their sphere of influence. The Principles of Quality course is linked to the First State Quality Improvement Fund and the Delaware Quality Award.

This course consists of the following seven inter-related modules with group activities, videos, applicable readings, and assignments that customize the program for each participant:

1. The Changing Quality Paradigm addresses why individuals would consider changing, fundamentally, how their business operates.
2. Origins of the Quality Movement explores the origin of the quality movement and provides a context for current quality efforts.
3. Developing a Customer Focus identifies internal and external customers and connects customer-focused activities with organizational success.
4. Building Quality into the System highlights Demings 14 points and identifies progress and process improvement based on the principles of variation and the concept of interdependence.
5. Employee Involvement presents ways to engage staff in the new organizational paradigm of quality, by redefining employee responsibilities, organizational structure, and actual employee empowerment.
6. Problem-Solving Using the 7-Step Method classifies problems as common or special causes and applies them to a problem solving method consistent with quality principles.
7. Implementing and Leading the Quality Process provides participants with discussion on their role in leading the quality process and how to begin changing the current culture of the organization. 

Eligibility:
Supervisors, managers, and other staff responsible for implementing quality initiatives.

Cost:
The fee is $100, which includes all course materials. When State Personnel approves a participant's nomination, a written confirmation and an intergovernmental voucher (IV) will be sent to the nominee's supervisor.

Schedule: All classes are 8:30 a.m. to 4:00 p.m.
For schedule information, please visit our Course schedule page:
http://www.DelawarePersonnel.com/search/training_desc.asp?CID=PQ

For more information on quality programs in the state,
or to register for this class, call Joe Hickey at 577-8977.

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