L17 - Service Excellence: A Framework to Unleash Quality - Friday 11:00 CDT
Trish Borzon
1161 Posts
Friday, May 28th at 11:00 am CDT
Public sector organizations have struggled to adopt quality management frameworks that ultimately build cultures of excellence. The Toronto District School Board, Canada’s largest with almost 40,000 employees, is one of those organizations with internal departments (eg. HR, IT, Finance) whose systems and practices often create client dissatisfaction and inefficient services to schools, and each other. The Board’s 2016 strategic vision for service resulted in the creation of a new Service Excellence program implemented in 2018 to continuously improve departments’ services. This program is grounded in the principles of quality management as 70 teams, representing 5000 staff across 14 departments, now focus on building a culture of excellence. Explore how quality management concepts are concretely embedded in the ways these teams work – a measurable team assessment, team worksheet, business tools, a continuous improvement cycle, and learning, all based on business best practices.
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