TQM and Accountability

Implementing Community Policing at the Practical Level

TQM: A BASIC PART OF COMMUNITY POLICING

WHAT IS TOTAL QUALITY MANAGEMENT?



"A team-oriented, continual, teamprocess improvement that emphasizes total customer satisfaction.

BASIC TENETS OF TQM

Total involvement,  Customer orientation,  Systematic support,  Continuous improvement and.  Measurement.


TOTAL INVOLVEMENT
Everyone in the organization must accept the responsibilities and be fully committed to the practices of TQM.  The individuals who make the product or provide the service participate in all decisions that effect their work life.


TOTAL INVOLVEMENT

Best results occur when the philosophy is driven from the top of the organization down through the organization.  The support of the organization's leadership is critical. Top management must lead the change by "walking their talk."


of TQM.  Organizations are constantly surveying and meeting with their customers.  Recognize there are two types of customers, external and internal.

CUSTOMER Stresses meeting the needs of ORIENTATION goal the customer, is the primary

CUSTOMER ORIENTATION
External customers are those individuals who purchase the product or service of the business.  The internal customer is an employee of the business who depends upon another section of the company for support in accomplishing their purpose.


CUSTOMER ORIENTATION The organization

must place as much emphasis on meeting the needs of the internal customer as it does in meeting the needs of the external customer.

CUSTOMER The ORIENTATION most important

members of the organization are those individuals who provide service to the external customers. The rest of the organization exists to support these service providers.

SYSTEMATIC SUPPORT


If an organization's TQM efforts are to be successful, the philosophy and ideas of TQM must become part of that organization's culture.

SYSTEMATIC SUPPORT


The organization must incorporate TQM into its. (1) vision statement, (2) mission statement, (3) values, (4) strategic plans,

SYSTEMATIC SUPPORT
(5) policies and procedures, (6) job descriptions, (7) performance appraisal contracts, (8) management philosophy, (9) employee attitudes.

CONTINUOUS IMPROVEMENT


IT IS NOT selected revolutionary changes in: Management techniques, Manufacturing processes, Service delivery procedures. Or new ideas that come from efficiency experts or quality consultants.

CONTINUOUS IMPROVEMENT


IT IS suggestions submitted by individual employees and acted upon by management.

Total quality results from making thousands of small improvements.

GROUP EXERCISE


Each group of four picks one area of police operations and identifies
3 ways to obtain ideas for improvements 3 ways to evaluate those ideas 3 examples of improvements which might be suggested For Example,


Better way of retrieving information from a file system

ACCOUNTABILITY


People respect what you inspect not what you expect.

ACCOUNTABILITY


Definition required or expected to justify actions or decisions. understandable.

Synonyms
Answerability Duty Obligation

OBSTACLES OF ACCOUNTABILITY  List 5 Obstacles From a Human

Perspective


List 5 Obstacles From a System Perspective List 5 Obstacles From a Cultural Perspective

OBSTACLES OF ACCOUNTABILITY  List 5 Obstacles From a Human

Perspective


List 5 Obstacles From a System Perspective List 5 Obstacles From a Cultural Perspective

OBSTACLES OF ACCOUNTABILITY
Group Consensus of the Top 5 Obstacles From a Human Perspective  Group Consensus of the Top 5 Obstacles From a System Perspective  Group Consensus of the Top 5 Obstacles From a Cultural Perspective


SYSTEMS FOR ACCOUNTABILITY



Audits  Reviews  Inspections  Observations  Journals

STEPS FOR ACCOUNTABILITY



Review and List Required Tasks Identify Desired Outcomes Correlate Tasks to Outcomes

STEPS FOR ACCOUNTABILITY



Develop a Workflow Overview of the Process Connect Each Critical Point in the Process with the Appropriate Systemic Process

CRITICAL TASK POLICE REPORT  Review and List Required Tasks

Select Proper Form Correct Language, Penmanship, etc Fill in the Blanks Correctly Written Narrative (complete, good grammar, elements listed, etc.) Submitted in a Timely Fashion

CRITICAL TASK POLICE REPORT



Identify Desired Outcomes

Timely Retrieval Useful in Court Understandable for the Prosecutor Truthful Representation of the Incident Reflective of Everyones Perception of the Incident.

CRITICAL TASK POLICE REPORT



Develop A Workflow Overview Of The Process

Creates Report In Patrol Car Or Other Location Turns Paperwork Into The Sergeant Paperwork Is Sent To Records Section Copies Are Made And Distributed To Investigators Copy Sent to Prosecutor Office

CRITICAL TASK POLICE REPORT



Connect Each Critical Point in the Process with the Appropriate Systemic Process
Turns Paperwork Into The Supervisor Review Paperwork Is Sent To Records Section Inspection Copy Sent to Prosecutor Office Audit

 

CRITICAL TASK POLICE REPORT



What Observations Would You Make??

STEPS FOR ACCOUNTABILITY



Group Exercise Group Reports

TQM and ACCOUNTABILITY



Review the Task List and Identify a Person Who Might Have an Idea for a Small Improvement.