Library

Open Access

Out of Crises: Business Process Management Tools for Turbulent Times

by Mosgaller, Tom

Presented by Tom Mosgaller, Director of Change Management for the Network for the Improvement of Addiction Treatment Services (NIATx) and Past President and Past Chairman of the Board of ASQ..

  • Filetype: flv
  • Publish date: 2009-12
  • Keywords:Process Improvement

In Pursuit of Public Sector Performance Excellence

by Craig A. Anderson

Presented at the Potomac Forum "Performance Management in the Obama Administration Workshop" on November 17, 2009..

  • Filetype: ppt
  • Publish date: 2009-11
  • Keywords:
Open Access

Excellence in Customer Service: Lean Management in the State of Georgia

by Bibbes, Ted

By employing lean concepts and strong project management practices, OCS has introduced rapid process improvement to more than 3,500 state employees in 10 divisions from four separate state agencies...

  • Filetype: flv
  • Publish date: 2009-11
  • Keywords:Webinar

Sacramento Discussion Group Charter

by Mallory,Richard

Charter for the Government Division discussion group in Sacramento..

  • Filetype: pdf
  • Publish date: 2009-08
  • Keywords:Discussion Group

The Government Manager’s Role in Achieving Results

by Mallory, Richard;

As a leader, it is your job to mobilize and shape a new organizational configuration to respond to new challenges...

  • Filetype: pdf
  • Publish date: 2009-07
  • Keywords:Change Management

CMT Benchmarking: Listening to the Voice of Citizens

by Dziong, Michal

In 1998, the Common Measurements Tool (CMT) came into existence to arm public sector managers with a survey instrument that was grounded in leading research and designed to provide consistent approach to collecting feedback...

  • Filetype: pdf
  • Publish date: 2009-07
  • Keywords:Voice of the Customer

2009 Report Card for America's Infrastructure

by ASCE

Reprinted from the web site of the American Society of Civil Engineers (http://www.infrastructurereportcard.org) Reprinted by permission...

  • Filetype: pdf
  • Publish date: 2009-07
  • Keywords:Assessment

Beyond Competence: Driving Local Government Improvement

by Tavistock Institute and Local Government Centre, Warwick Business School

Used with permission of the Local Government Association: www.lga.gov.uk..

  • Filetype: pdf
  • Publish date: 2009-06
  • Keywords:Continuous Improvement
Open Access

Birth Certificate Production and Telephone Support Process Improvement

by ASQ Government Division

Process Improvement Case Study..

  • Filetype: doc
  • Publish date: 2009-04
  • Keywords:Process Improvement, Quality Training
Open Access

Florida Department of Revenue Case Study

by ASQ Government Division

Process Improvement Case Study..

  • Filetype: pdf
  • Publish date: 2009-04
  • Keywords:Process Improvement, Quality Training

ASQ News