Case Studies
Some real-world examples of government agencies that are using quality tools and processes to improve their performance.
Agency Files Away Inefficiency, Saves Taxpayers a Bundle (PDF, 228 KB)
One of the three silver medal winners in the 2007 International Team Excellence Competition created a solution that has the potential to save Florida taxpayers more than $18 million over time.
October 2007.
Quality in the Military – Army Aviation Depot Does an About-Face (PDF, 187 KB)
The Corpus Christi Army Depot uses lean Six Sigma to significantly reduce turnaround times on maintenance, repair and overhaul support on the Air Force H-60 Pave Hawk.
U.S. Air Force Earns High-Flying Results with Quality Management Specifications for Suppliers (PDF, 181 KB)
Adopting ISO 9001 compliance as a sourcing criterion in its supplier selection process and requiring suppliers' quality management representatives to become ASQ Certified Quality Auditors have saved the Air Force millions of dollars and nearly eliminated critical defects in supplier products and services.
November 2006.
Better Processes = Better E-Commerce (PDF, 119 KB)
A local government evaluated its online building license application using 13 best practices for e-services business process redesign.
Quality Progress magazine, March 2005.
Improving Agency Performance and Service Delivery (PDF, 90 KB)
A state's governor is its CEO, and with that role comes the opportunity to ensure that agencies perform effectively and efficiently. This article shows the steps that the state of Washington used to make dramatic improvements in agency management.
Journal for Quality and Participation, December 2004.
ISO 9001 Takes on a New Role—Crime Fighter (PDF, 433 KB)
In July 2003 the Records and Identification Bureau of the Phoenix Police Department became the first law enforcement organization in the United States to achieve ISO 9001 registration, improving its credibility as a reliable information provider.
Quality Progress magazine, May 2004.
The Real Story Behind the Commandant's Performance Challenge (PDF, 112 KB)
A case study shows how a Baldrige-based self-assessment process helps the United States Coast Guard exceed expectations that they will keep citizens safe from terrorist attacks, as well as protect property and preserve freedoms.
Journal for Quality and Participation, June 2003.
The Role of Quality Tools in Improving Satisfaction with Government (PDF, 187 KB)
A study in a city in the western United States shows that leadership is critical to the development of quality tools knowledge, but teamwork is the vehicle through which this knowledge is translated into application.
Quality Management Journal, July 2002.
Striving for Continuous Improvement: The Experience of U.K. Local Government Services (PDF, 232 KB)
Local government service providers in Scotland have integrated quality standards into the framework of the European Foundation for Quality Management (EFQM) Business Excellence Model so that their quality improvement efforts can be measured and compared year-on-year to demonstrate continuous improvement.
Annual Quality Congress proceedings, May 1999.
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