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Community Infrastructure Item 1. Identify - by name, organization and position - likely candidates for a local steering committee for this effort: Jan Brandt: The News Tribune, Senior Editor, Retired Charlotte Chalker: Gorden Thomas Honeywell, Attorney Ray E. Corpuz, Jr.: City of Tacoma, City Manager John Long: Group Health Cooperative, Regional Vice President Ken Miller: Weyerhaeuser Corporation Frank Underwood: Grantmaker Consultants, Inc., Executive Director Marcia Moe: Community Volunteer Note: These individuals have already agreed to serve on our steering committee for the Partnership for Continual Learning. This list can be expanded without difficulty as the need for additional committee breadth is identified. (Please see Item #6.) Item 2: Describe what you consider to be your community's best example of a public-private cross-functional partnership. What are its purposes, activities, and results? In explained in more detail in our previous application, the City of Tacoma is known throughout the nation as a trendsetter in the area of collaborative efforts and public-private partnership. Several of the projects, which have resulted, are cited in Item #2 of our Phase I proposal. If we can select only one "best example" of a public-private cross-functional partnership in Tacoma, our choice is based on the massive mobilization of community resources, which resulted in our City's recent designation of an Enterprise Community/Empowerment Zone (EZ/EC). TACOMA EMPOWERMENT CONSORTIUM (TEC) was formed in February, 1995, following the designation of eight Tacoma census tracts as a State Empowerment Zone Community (April, 1994) and a Federal Enterprise Community (December, 1994). It is a collaboration of public agencies, private organizations and area residents charged with implementing the EZ/EC Strategic Plan developed by and for Tacoma, Washington. The depth of community commitment is clearly shown by board composition, with members who have many cumulative years of management experience and expertise. ATTACHMENT A is a list of organizations represented on the TEC board and an additional list of participating project partners. Since it's inception last year, TEC has developed a Work Program, Schedule, Budget and Benchmarks; developed a number of grant applications to fund projects; negotiated a Work Source Client Services contract, an Employment Network contract (Tacoma Urban League), and a Bank Services and Investment Contract (SeaFirst Bank). Recently, (in partnership with the Small Business Administration) TEC established a Capital and Innovation Center for Tacoma. The Center is the first of four, which aim to help small businesses start, grow and succeed. It is here that SBA's business and capital resources come together with federal, state, local and private resources to "deliver financial business technology and technical assistance to small businesses, minority-owned businesses and women-owned businesses within the EZ/EC and the region". These resources include a Business Information Center, Small Business Development Center, various loan programs (Microloans, SBA 7a and 504 loans), a Small Business Lending Company and a Small Business Investment Company. Additional TEC resources are equity and venture programs, research and development programs, Community Development Financial Institution Resources and community partnerships. Business services are to include Business Plan consulting, management/operations assistance, product/ service/market research, marketing and sales strategic planning and staff development. A range of financing tools will include seed funds as well as growth/expansion capital, venture capital and early stage debt and equity financing. Addition Strategic Plan priorities for Tacoma Empowerment Consortium are: < Training and Employment Initiative/One Stop Career Center The Career Center works in tandem with the Capital Center. As new and expanded businesses in the EZ/EC create jobs, the Career Center will prepare zone residents to enter these jobs. Another goal of the Career Center is to facilitate access to additional employment opportunities. < Information Infrastructure (building on the City's existing fiber optic network to link public agencies, services and information systems). Plans include projects to build capacity for telecommunications and multi-media, a youth video production company, an Urban Information Center as well as linkages to Washington State Employment Security's job network, small business information services and to research and development centers at University of Washington, Washington State University, University of Idaho and the Alaska "super computer." < Family Support Initiative This initiative combines a children's initiative, Family Support Centers and Readiness to Learn programs. Projects provide school-based, comprehensive services to children at-risk and to their families. Item 3: Describe the history and current status of the quality efforts among the community's largest employers. Note: The City of Tacoma has been working toward total quality implementation since 1994. A summary of these activities is enclosed as ATTACHMENT B. The Boeing Company is one of the largest employers in the Pacific Northwest. The company's CEO began a cultural change at the time of his appointment. The Total Quality journey started in the mid 1980s, and was called "Continuous Quality Improvement." This method employed Deming principles and provided basic awareness training to employees. No one method of quality improvement was approved, as different divisions have different customer bases. At his recent retirement meeting with the Boeing Management Association, Frank Shrontz stated that total quality implementation was the "riskiest decision" he had made as CEO. During 1989-90, the company developed a total quality mission and goals. In the early 1990's, Boeing sent a group of employees on a study mission to Japan with an emphasis on customers and processes. One result was a development of a quality awareness training program called "World Class Competitors," and all employees were required to take the training, which varied, from 2 to 5 days depending on customer base. One of the exercises involved preparing a description of a world class company, then comparing that image to where participants saw Boeing. This process was called "a real eye opener" for employees. Currently Boeing is implementing a 360-degree feedback evaluation. The Boeing Center for Leadership and Leaning is also developing courses for key managers who must continue to lead the cultural changes. Strategic and actions plans are completed. To quote a company official, "Total Quality is simply the 'way we do our business.'" There is integration between processes, which cross division lines. Through a macro view of processes there is an awareness that managers must become "process" managers and integrate design and production. At the work groups level employees identify their work process into flow charts to assist with "continuous quality improvement." Boeing has invited our group and the Deming Institute representatives for a site visit. Contact: Frank Goodell, Public Relations: 206/773-0531 (Secretary, Marla) Weyerhaeuser Corporation (forestry products) has been involved in the quality movement for a number of years, having sent a study team to Japan in the 1980's. They continue to be very active in this arena. In May 1994, Weyerhaeuser provided the City of Tacoma with Ken Karch, a full time "loaned executive" for a 9-month period. Karch has worked at Weyerhaeuser for 19 years in the areas of environment quality and total quality. Since 1990, he has been the Director of Corporate Quality in the corporate staff area. He brought quality experience from both the private and public sectors, as he has been actively involved in QOAL-QPC for many years. Since returning to Weyerhaeuser Ken Karch has continued to act as an important resource for City staff. In addition, the company also donated over 80 copies of its QI Story/Tools Training Module for the City's use. This detailed resource has been invaluable in providing "just-in-time" training for our quality teams. Contact: Ken Karch, Director of Corporate Quality: 206/924-5328 McChord Air Force Base McCord AFB has been a leader in the public sector in Washington State in implementing quality initiatives. In 1991 McCord won the Certificate of Merit from Washington State Quality Awards. This certificate requires a 400+ level based on the Baldridge Award. McChord has also received three assessments from "Quality Air Force" Assessment Teams. They use these assessment reports and accompanying feedback to determine performance gaps and to plan process improvements designed to close these gaps. McChord is in the third annual review of their strategic plan to improve customer services and processes. Their goal is to reach the 600+ level of the Baldridge criteria. A number of city employees have participated (at no cost) in McChord's quality team training. They are very willing to share their experience and expertise with other agencies. Contact: Lt. Col. Dick Muri, Chief of Quality Support, USAF, 67-62nd Airlift Wing/CCR, 100 Main Street, McChord AFB, WA 98438 Frank Russell Company (an international finance/investment company) began implementation of total quality about three and a half years ago in the company's data services division. Since then Total Quality has moved into the investment division as well. The effort began with interviews of consultants in both total quality and re-engineering. The consultant's view was that a company could not do both at the same time. However, the company hoped to move forward on both and sent a representative on several site visits to other companies that had implemented total quality. As a result, Frank Russell Company developed an internal training program and trained 300 employees. They brought together teams made up of production, sales and client services to revamp process while keeping a customer focus. They also introduced a gain-sharing program to share increases in productivity with employees. They now have work groups that meet weekly to review efforts and results. The current focus is to keep the effort fresh and participation at a high level. Contact: Marty Ryan at (206) 591-2920 Note: Simpson Tacoma Kraft (Simpson Pulp and Paper) is another large employer in our area reporting that they "have always used quality control, measurement and assurance in testing their products prior to sending them to customers." Two years ago, the company began the ISO-9000 certification process. Work on the certification was suspended because of a $60+ million capital project. They are now ready to return to work on the certification shortly with a completion goal of mid-1997. They do not have any teams currently working on re-engineering processes. Contact: Don Zemek (206) 206-0281 The State of Washington has established a Service Quality Network, which has coordinators from a number of different state agencies. The Network produces a monthly newsletter and sponsors workshops focusing on improving service quality. The mission is: To promote the continuous improvement of service quality in Washington State. Goals are to: Promote the principles of service quality in the public sector within Washington State; provide a network for sharing information relating to the service quality movement; and increase the accessibility to service quality materials for use by public sector agencies within Washington State. Item 4: Identify specific individuals who can teach or facilitate the application of quality methods within your community. Please provide contact information. Don Cramer Bates Business & Management Training Center 1551 Broadway Tacoma WA 98402 Ken Karch Director, Corporate Quality Weyerhaeuser Company 33663 Weyerhaeuser Way South Federal Way WA 98003 Barbara McMahon McMahon Associates 4315 SW Pt. Robinson Road Vashon WA 98070 Tom Sepic Pacific Lutheran University Business Department Tacoma WA 98447 Bruce Sillers Sillers Consulting 1025 Ridgewood Circle SW Issaquah WA 98027 Robert Woodruff The Woodruff Group 1800 Ninth Avenue - Suite 1400 Seattle WA 98101 Genelle Birk Assistant City Manager City of Tacoma 747 Market Street, Room 1200 Tacoma, WA 98402 Also with the City of Tacoma: Mary Brown, Assistant Human Resources Director and Lynnette Baugh, Assistant Utilities Director-Customer, Finance and Administrative Services Item 5: Discuss the manner and extent to which local educational institutions are teaching and applying quality concepts and methods. Please provide contact information. Tacoma Community College Contact: Wayne Williams Phone: 206/566-5019 Tacoma Community College Continuing Education 5900 South 12th Street Tacoma WA 98466 Total Quality Instruction Available/Contract Trainers: Total Quality Overview Total Quality Tools and Methods Statistical Process Control ISO 9000 Facilitation Skills Group Dynamics Total Quality Application A Quality Management Council, composed of management and faculty, received introductory training in quality concepts. A Quality Assurance committee was established and serves additionally as a strategic plan subcommittee. Quality principles have been infused into the strategic plan as one of seven primary goals. Bates Technical College Contact: Lew McAllister Phone: 206/596-1765 Bates Business & Management Training Center 1551 Broadway Tacoma WA 98402 Total Quality Instruction Available: Total Quality Overview Total Quality Tools and Methods Statistical Process Control ISO 9000 Facilitation Skills Group Dynamics Total Quality Application A Quality Council has been established and a total of five quality subcouncils (Student Services, Instruction, Facilities, Budget/Finance and Human Resources) meet twice weekly. A quality task force on accreditation has been appointed. These groups have received the following training: Introduction to Quality Concepts - three days Methods & Tools Training - six days Redesigning the Future - two days. pacific lutheran university Contact: Tom Sepic Phone: 206/535-7307 Pacific Lutheran University Business Department Tacoma WA 98447 Total Quality Instruction Available: College Credit Courses Executive Development Program Seminars Total Quality Application All School of Business faculty and staff have attended two days of quality improvement training provided by McChord Air Force Base. Process action teams meet regularly in the areas of Faculty/Staff Development, External Relations, Program Design and Recruiting/Advising. Teams are redistributed annually to promote cross-training and fresh ideas. The School of Business is just completing an "Outcomes Assessment" of the PLU educational process in conjunction with a few select universities nationally. The curriculum includes two specific classes in continuous improvement: Business 445-Quality Improvement Strategies Business 545 (graduate level) by the same title The curriculum was redesigned and successfully launched in late 1995. In addition to these specific classes, the focus of the entire program is directed at quality and performance improvement as well as change management. The Center for Executive Development offers a series of professional development seminars that incorporate the concepts of continuous process and performance improvement. Joseph E. McCann, Dean of the School of Business, recently completed a gubernatorial appointment to the Washington Performance Partnership. This partnership focused on quality improvement in the Executive Branch of the State of Washington. Dr. McCann has also recently completed a term of office on the Washington State Quality Award Council. He is on the board of the National Human Resource Planning Society Education Committee. He has written extensively in national publications regarding the analysis of two successive years of national data on re-engineering and quality improvement initiatives in several hundred corporations. UNIVERSITY OF WASHINGTON - TACOMA and SEATTLE Contact: Ann Harris Phone: 206/552-4467 or Ruth Olsen 206/685-9838 University of Washington-Tacoma School of Business 917 Pacific Avenue - Rm 501 Tacoma WA 98402 Total Quality Instruction Available Total Quality Management Certificate Program Curriculum Total Quality Management: The Fundamentals Measuring Performance Leadership and Implementing a Total Quality Management Strategy Team Building Customer Service Total Quality Related Courses are included in Business School and Engineering School Curricula Total Quality Application Data is being collected on quality related activities throughout the University. Quality improvement approaches are being utilized in the Financial Management and Medical School areas. Training & Development provides quality related classes to faculty and staff. Outreach and Support Item 6: Describe the methods you intend to use to involve community leaders in the W. Edwards Deming Institute's partnership activities. In Tacoma, we have a group-in-waiting, comprising community leaders who are already excited about using the systems approach to create positive changes in our area. These are committed, dedicated upper-management professional people from across public and private sectors. In the process of preparing our Phase I application, we were in contact with various individuals in Tacoma who have already expressed their willingness to serve on our steering committee. Represented in our group are: < Local media < One of Tacoma's largest legal firms < City government < A large health cooperative < The volunteer community. (Note: Please see Item #1 for names and titles.) This group can be expanded immediately with others representing a wide range of organizations throughout the greater Tacoma community who have already expressed an interest. There are a total of 139 local graduates of American Leadership Forum who have received training in Deming philosophy. These are enthusiastic volunteers who stand poised and ready to begin work on our project. As a result of this high level of preliminary interest, we do not anticipate the need to employ any additional methods to recruit project participants. It is our goal, however, to ensure that all sectors of the community are represented, and we will take care to involve additional volunteers if they are needed to round out our focus group. Tacoma is a City of rich cultural diversity. It is important to us that our ethnic and cultural groups are represented as well as our public and private sectors. Item 7: Provide letters from the senior management of the local press (editors, publishers, radio and television station managers) indicating: a) what they perceive as major issues in the community, and b) whether they have a preliminary interest in learning about the partnership and following its progress. (Please see attachments.) Letters have been requested from: Kelso Gillenwater, Publisher The NEWS TRIBUNE Virginia Taylor, Publisher NORTHWEST DISPATCH Gale Robinette, Publisher PIERCE COUNTY HERALD Mike Flynn, Publisher PUGET SOUND BUSINESS JOURNAL Gary Schneider, General Manager KSTW TV/Channel 11 Keith Shipman, Public Affairs Director KCPQ-TV/Channel 13 Jack Eddy, Publisher BUSINESS EXAMINER Evan Brown, Program Director KLAY Radio Steve Wells, Chief Executive Officer KH20 Radio Item 8: It would be useful to have the expenses of this effort subsidized by local industries or other funding sources. Without promising any commitment to fund partnership expenses, identify likely sources of financial support within the community. Local companies gave generously to support the activities of the American Leadership Forum, and we anticipate positive responses to our request for assistance in funding the next phase of collaborative leadership. The possibilities include: Local Companies Armstrong Uniserve, Inc. Brown and Haley Company Capital Investment of Tacoma Columbia Bank Concrete Technology Dylan Enterprises, Inc. First Interstate Bank Frank Russell Company Gordon, Thomas, Honeywell, Malanca, Peterson and Deheim J. L. Darling Corporation Jacobson, Ray, McLaughlin, Fillips Key Bank Pacific Northwest Shop Professional Services Unlimited Simpson Tacoma Kraft TAM Engineering The Tsang Partnership The Kirk Company The Boeing Company The News Tribune US West Vandenberg Johnson & Gandara Viacom Cable Weyerhaeuser Company Wilcox Family Farm William Riley & Company Woodworth and Company Area Foundations Ben B. Cheney Foundation Elbert H. Baker III Trust Florence B. and William W. Kilworth Foundations Forest Foundation Gottfried and Mary Fuchs Foundation Grantmaker Consultants, Inc. Greater Tacoma Community Foundation The Murray Foundation The Simpson Fund Weyerhaeuser Company Foundation We believe that the high level of local interest in collaborative community projects may also lead to considerable support from individual donors. We may also pursue City/County funds when our projects are appropriate to local government priorities. Item 9: Without promising commitment, indicate likely sources of support services: administrative support, meeting facilities, local publicity, displays of activities and progress, etc. We anticipate that we may be able to pursue support services as follows: < Rent, secretarial support, office supplies, telephone, copying (Frank Russell Company or other large local company). < Meeting space and display of project materials (University of Washington, Tacoma Campus; City of Tacoma; Pierce County and/or various other large local corporation facilities). < Public relations, marketing and display preparation (Jacobson, Ray, McLaughlin, Fillips and Stone McLaren). < Printing (The News Tribune). Item 10: Indicate what local resources may be available to share the lessons learned with other communities (e.g., videotaping activities, publishing reports, preparing presentations and displays for conferences, etc.). Tacoma's municipal television is presented by an award-winning cable station (Cable Ace Award). We can explore the possibility of having TV Tacoma video tape projects. The station also has a community outreach program entitled "CityScape" which might be an appropriate vehicle for documenting the progress of our projects. Included in our first mailing to the W. E. Deming Institute was a publication called "Vital Signs" which was prepared by Class #6 of American Leadership Forum and designed to provide indicators or benchmarks of quality of life in Tacoma. As this publication will be printed annually by The News Tribune, it will be an appropriate place to include information about our Deming partnership. We will be happy to prepare reports or presentations as needed to facilitate communications with other potential project locations. Tacoma has been asked on various occasions to develop projects which can be replicated in other communities across the nation. We have experience in providing this information and we are pleased to share our experiences as appropriate. Through affiliations with national and international organizations, we anticipate various opportunities to communicate to a large audience of interested parties. Thank you for the opportunity to submit our Phase II Application.
Tacoma/Pierce County Partnership Project Archives
Tacoma Application Part Two:
Acknowledgements:
- The Indy Quality, Productivity, and Involvement Council for the use of their Deming/PDSA image.
- SPC Press for the use of their Deming background image.
- Clemson University for the use of their CQI server and support.
- Del Kimbler for his technical support for the DEN.
The URL for this page is http://deming.ces.clemson.edu/pub/den/deming_tacoma2.htm
This page was created by Jim Clauson on 04DEC97, and last updated 03JUN98.
Contents, images, and structure Copyrighted by the Deming Electronic Network, 1995-98 (unless otherwise noted). All rights reserved.