- Executive Order 97-03 requires each agency to implement a quality improvement program. The continuous quality improvement approach has demonstrated improved performance in a wide range of public and private organizations. Successful quality efforts require effective leadership, strategic planning, customer focus, employee involvement, continuous improvement, and self-assessment of results.
- Each agency is required to implement a program to improve the quality, efficiency, and effectiveness of the public service it provides. Improvement in quality is to be accomplished through:
- Business process redesign, employee involvement (including involvement of recognized collective bargaining representatives), and other quality improvement techniques.
- Provision of training to employees to enable them to successfully implement and complete their efforts in quality improvement.
- Designation of a person in each agency to be responsible for improvement of the quality of the systems and work processes within the agency.
- Establishment of a Quality Steering Committee composed of appropriate senior management, mid-management, front line staff, and support staff organizations.
- The CA Quality Improvement Manager provides statewide coordination and technical assistance to support the Quality Initiative. The position is responsible for:
- Planning, coordinating, and implementing activities to further the Quality Initiative.
- Preparing the CA's annual quality improvement plan and revising as needed.
- Providing training regarding continuous quality improvement (CQI) theory and practice for all organizational levels of CA.
- Assisting quality improvement teams to use the continuous improvement strategy, including statistical process control.
- Developing mechanisms to report on the status of implementation of the Quality Initiative and progress made by quality improvement teams.
- Facilitating identification of priority areas for process improvement.
- Designing, administering, and analyzing customer, client, and employee surveys.
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