Content Editor for this page:
R. Barry Crook
Our newsletters are archived here in an Adobe Acrobat .pdf file - you will
need Adobe Acrobat Reader (at least) in order to access these files. If you
don't have a reader on your desktop, click HERE to download a FREE copy of the software.
Each newsletter contains a Message from the Chair of the Division, an
editorial from our Newsletter editor, book reviews and internet links to
interesting sites . . . and the articles listed below:
- The Art of Service Recovery (Pete Williams, Department of Parks and
Recreation, State of California)
- Quality Purchasing Took Kit (Capt. Michael Masterson, City of
Madison Police Department)
- Quality in Government (Andrea Lewis, California Environmental
Protection Agency)
- Documenting Improvements Using a Q.C. Story (Ron Black,
Metadynamics)
- Why Document a Process (Kathleen C. Moore)
- The Deschutes County Oregon Public Works Department Transition to
Quality (Larry Rice, Director of Public Works, Deschutes County)
- Hearing the voice of the customer (Guion VanRensselaer, City of
Madison)
- Growing quality communities (Howard Schussler, Benton County OR)
- Creating conditions for organizational transformation (A. Keith
Smith, State of California)
- TQM as a philosophy (Ron Safran, California State Employees
Association)
- Team based performance ratings (Ken Doby, State of Colorado)
- A process improvement model that works (Karen Bourgeois, U.S. Dept.
of Defense)
- Pioneers in a customer-driven administrative services division
(Wendy Wohl-Shoemaker, State of California)
- Improving Oregon's natural resources by improving learning with adults
across the state (Ute Vergin, Oregon State University)
- Focus on the work: pick improvement projects that really help your
agency's operations (Tim Fuller, Fuller Associates)
- Reshaping government: a case study of the Office of the Registrar
General Thunder Bay Ontario (Art Daniels, Ministry of Consumer and
Commercial Relations)
- Quality in Government, a Council of State Governments Survey Report
(Andrea Lewis, State of California)
- California DMV: Improving the Sacramento Telephone Service Center
(Candy Wohlford, State of California)
- San Quentin Total Quality Team Tackles Furniture Defects (Lisa
Beutler, State of California)
- Transforming Government: a Quality Improvement Initiative (Russell
Borkin, City of Milwaukee)
- Empowering Change in an Unempowered Environment, Part 1 (Ron
Rosenberg, President of Quality Talk)
- When a Process Isn't Really a Process: One Team's Journey into
Understanding the Voice of the Customer (Neil Richardson, County
Administrative Officer, Benton County Oregon)
- Presidential Quality Awards presented by Vice-President Gore (Karen
Bourgeois, Department of Defense)
- Total Quality Service in Gwinnett County (Katherine Sherrington, Tax
Commissioner)
- What Do You Mean It Doesn't Work? (Pete Williams, Department of
Parks and Recreation, State of California)
- For the Public Good (Robert J. Nespeco, P.E., Director, Quality
Assurance and Richard L. Hymes, Manager, Quality Audits)
- Empowering Change in an Unempowered Environment, Part 2 (Ron
Rosenberg, President of Quality Talk)
- Quality Comes to Criminal Justice (Stefan Bloomfield, Oregon State
University; Peter Sandrock Jr., District Attorney, Benton County; and Howard
Schussler, Service Improvement Analyst, City of Eugene Oregon)
- The Union/Management Partnership: Everyone Wins (Gerard Bruno, Bruno
& Associates)
- Shaping Mobile's Government for the 21st Century: Building an
Employee-Driven, Customer-Focused Organization (George Krietemeyer, City of
Mobile)
- Higher Quality, Lower Municipal Taxes (The Center for Quality and
Excellence, Prime Minister's Office, Israel)
- Strategic Quality Planning in the Public Sector (Dr. John R. Dew)
- Improvement in a Regulated Industry (A. Keith Smith, California
Department of Transportation)
- Tacoma to Become a Living Laboratory for Japanese-Style Experiment
(Peter Scholtes, the W. Edwards Deming Institute; Genelle Birk, City of Tacoma;
and Dan Voelpel, City of Tacoma)
- Service Partnerships: Beyond Customer Satisfaction (Kim Peterson,
City of Austin)
- A Community Quality Council: What Is It, Why It's Important and How to
Start One (Dan Schultz, Community Quality Council Technical Committee)
- Public Sector Quality Benefits from Labor-Management Cooperation
(John Ryan, American Society for Quality)
- Citizen as Customer or Citizen as Partner? (Jim Carlson, Multnomah
County Oregon)
- The "Importance" Factor (Pete Williams, Department of
Parks and Recreation, State of California)
- From Customers to Citizens - Rethinking the Next Ten Years (Tom
Mosgaller, City of Madison Wisconsin)
- Quality Improvement/Systems Thinking and Crime Management (Dr.
Richard Althouse, Wisconsin Department of Corrections)
- California Department of Parks and Recreation Performance-Based
Budgeting (Pete Williams, Department of Parks and Recreation, State of
California)
- Performance Measurement: Chimera or Holy Grail (Jim Carlson,
Multnomah County Oregon)
- Change: Stone Age Brains in a Space Age World (Myrna J. Casebolt,
Wisconsin Department of Health and Family Services)
- Rules Revision in a Changing Mental Health Environment: Developing
Administrative Law under QI, Managed Care and Fiscal Austerity (Charles
Taylor Grubb, Ph.D. and R. Marcus Lodge J.D.; North Carolina Department of
Human Resources)
- Reforms in the Public Sector "Down Under": a Brief Report on
Government Transformation in Australia and New Zealand (Carolyn Farquhar,
Conference Board of Canada)
- Washington's Governor Issues Quality Improvement Executive Order
(Paul Demitriades)
- The PSN at the Annual Quality Congress: Transforming Local
Governments (Howard Schussler, City of Eugene Oregon)
- Federal Government Leaders Receive ASQ's Ishikawa Medal (Gary
Vansuch, Tennessee Valley Authority)
- Promoting Accountability and Committed to Effectiveness (PACE) and the
Accountability Movement: Part 1 of 4 (George Appenzeller and Mary Louise
Resch, South Carolina Department of Health and Human Services)
- Labor-Management Relations in Ohio State Government (Steve Wall,
Ohio Office of Quality Improvement)
- Quality and Collective Bargaining (Darrell Murray, Multnomah County
Oregon)
- Working with Management on Quality (an interview with Joe
Devlaeminck, President of Oregon AFSCME Council 75 and Local 88)
- A New Role for Government? (Howard Schussler, City of Eugene Oregon)
- Performance Measurement and Accountability in the Canadian Context
(Carolyn Farquhar, Conference Board of Canada)
- A Ripple Effect in Davenport Iowa (David Geisler, City of Davenport
Iowa)
- Baldrige Criteria Self-Assessment Public Agency Survey Results (Paul
Demitriades)
- Around the Country: Results Reported at the All-States Quality
Conference (Nathan Strong, State of South Carolina)
- Promoting Accountability and Committed to Effectiveness (PACE) and the
Accountability Movement: Part 2 of 4 (George Appenzeller and Mary Louise
Resch, South Carolina Department of Health and Human Services)
- Quality in Rochester New York (Charles Benincasa, Art Ientilucci,
and Lt. Ed Giblin; City of Rochester New York)
- Veteran's Medical Center at Memphis Wins the Greater Memphis Association
for Quality Award (Mary Elrod, City of Memphis)
- PSN Begins Work to Develop a Body of Knowledge (R. Barry Crook, City
of Oakland)
- Best and Better Practices and Benchmarking for Results - Resources
Available (Paul Demitriades)
- Customer Focus at the Arizona Department of Economic Security (Rick
Durham, Arizona Department of Economic Security)
- The Evolving Organization: Summary Report of the Change
Management/Building Trust Project (Jim Flanagan and Bob Wingenroth, City
Auditor's Office, City of Phoenix Arizona)
- PSN 21st Century Governance Project
- Promoting Accountability and Committed to Effectiveness (PACE) and the
Accountability Movement: Part 3 of 4 (George Appenzeller and Mary Louise
Resch, South Carolina Department of Health and Human Services)
- Reforming Bureaucracy (Bob J. Holder, Executive Resources Center and
Gray Matter Productions)
- Using the Interrelationship Diagraph in Metropolitan and Community
Planning (Patty Boyle, City of Eugene Oregon)
- Quality Initiatives and Consultants (Edward Furtik, US Department of
Housing and Urban Development)
- Quality in Sao Paulo Brazil (Luiz Fernando de Carvalho, General
Coordinator of GQT Companhia Energetica de Sao Paulo)
- Quality Cup 1998 Honors Team in Government Category (Gary Vansuch,
Tennessee Valley Authority)
- Checking in on the Feds: Reflections from the Reinvention Revolution III
Conference (Rebecca Meyers, Governor's Office of Employee Relations, State
of New York)
- Employees: Your Most Valuable Asset (Mark A. Tucci, New Jersey
Casino Control Commission)
- How to Build a Heroic Environment (Peter Dove, President of Shared
Values Associates)
- 21st Century Governance Project (Dale Weeks, Minnesota Department of
Revenue)
- Countywide Strategic Planning (Sharon L. Randol, Chesterfield County
Virginia)
- Contingency Planning for the Year 2000 (Laurie Broedling)
- Excerpt from: The Dolphins Are Back: A Successful Quality Model for
Healing the Environment (Phillip Scanlon, Vice-President AT&T Quality
Office)
- The Keys to a Meaningful Workplace (Tom Terez, Office of Quality
Services, State of Ohio)
- The State of Guanajato Mexico, the Little Engine That Could (Tom
Mosgaller, City of Madison Wisconsin)
- Quality in South America (Antonio R. Viña, CEO of Viña
& Asociados Internacional)
- Quality and Government's Role in Changing Society: Reducing Crime and
Poverty and Fostering Social Health (Jim Carlson, Multnomah County Oregon)
- A High Impact Quality Tool: Random Drug Testing (George Krietemeyer,
City of Mobile Alabama)
- Promoting Accountability and Committed to Effectiveness (PACE) and the
Accountability Movement: Part 4 of 4 (George Appenzeller and Mary Louise
Resch, South Carolina Department of Health and Human Services)
- Mobile Wins Alabama Quality Award (George Krietemeyer, City of
Mobile Alabama)
- The First National Quality Track for the Public Sector at ASQ's 53rd
Annual Quality Congress
- State of Quality in the Australian Public Sector (Barry Sandison,
Australian Capital Territory Department of Health and Community Care)
- The 1999 Baldrige Quality Award Program (Paul Demitriades)
- Bureaucratic Impediments to FARA and FASA Improvements (Ed Pawlick,
US Department of Defense) · International Summit on Public Service Reform
- International Summit on Public Service Reform
- Measuring the Right Things the Right Way (Richard H. Moore, Stacey
A. Phipps, and Lt. T.C. Stroud; North Carolina Department of Crime Control and
Public Safety)
- A Corporate University with a Quality Approach (Sharon L. Randol,
Chesterfield County Virginia)
- The Social Accountability (SA 8000) International Standard: Is There a
Social Accountability Audit in Your Future? (Paul B. Demitriades)
- Achieving Total Customer Satisfaction in the Office of the
Quartermaster: Serving Those Who Serve (Todd C. Allen, Quartermaster,
Sheriff's Office of Monroe County New York)
- Ontario Leads the Way to Quality (Guy Gordon, Executive Director of
Service First in Manitoba Canada and Lois Bain, Director of Quality Service in
Ontario Public Service Restructuring Secretariat)
- Total Quality Management: an Application in the Correctional Setting
(Theressa Tette, Sheriff's Office of Monroe County New York and Craig Johnson,
Monroe Correctional Facility)
- Cross Government Quality Initiatives (John Hunter and Stacy Hanna,
US Department of Defense)
- ACSI Government Model is Proving Effective: 31 Government Agencies
Measure Customer Satisfaction and Gain Improvement Insights (Terry Felker,
American Society for Quality)
- The Public Sector Network at ASQ's 54th Annual Quality Congress in
Anaheim California
- Deming in Local Government (Daniel W. Fitzpatrick, City Manager of
Oak Park Michigan)
- Department of Labor Group Wins Excellence in Government Award (Bruce
Waltuck, US Department of Labor)
- Multnomah County Wins Oregon Quality Award
- ISO in the North Carolina Department of Labor (Curtis Ricketts,
North Carolina Department of Labor)
- Australian Governments Benchmark Aggressively (James J. Kline,
Consultant in Portland Oregon)
- The District of Columbia Courts: Leading with a "New Leadership
Mind" (Keith E. Robinson, Management Training Officer, District of
Columbia Courts)
- Performance Indicators for Government, Part 1 (Andre Paradis, J.
Andre Paradis & Associates and John R. Allen, Management Consulting)
- Ontogeny Recapitulates Phylogeny (Michael Rosenberger, Administrator
of the Portland Bureau of Work)
- The Public Sector Network at ASQ's Annual Quality Congress in
Indianapolis
- The State of Public Sector Quality Outside of the United States (R.
Barry Crook, Washington Department of Licensing)
- North Carolina State Highway Patrol Wins North Carolina Quality
Award (Lt. Greg D. Hayes and Capt. T.C. Stroud, North Carolina State
Highway Patrol; and Margaret J. Bailey, Department of Crime Control and Public
Safety)
- Best Value Canadian Style: the Case of Maple Ridge, British Columbia
(Robert W. Robertson, Chief Administrative Officer of Maple Ridge, British
Columbia)
- Chair's Corner: What's in a Name? - We're About to Find Out (Howard
Schussler, City of Portland Oregon)
- Performance Indicators for Government, Part 2 (Andre Paradis, J.
Andre Paradis & Associates and John R. Allen, Management Consulting)
- Service Quality: More Than a "Nice to Have" When it Impact
Your Bottom Line (Marguerite Henderson-Davis)
- The Common Measurements Tool - Client Measurements Made Easy (Guy
Gordon, Executive Director of Service Manitoba and Faye Schmidt, Regional
Executive of Service Innovation - Treasury Board of Canada Secretariat)
- Montreal: Continuing Improvements in Purchasing (Georges-E. Groulx,
Purchasing and Technical Support Department, Support and Engineering Division
for the City of Montreal)
- Local Government and Citizen Initiative; the Picket Fence Project
(Kelly Swift, Recreation Coordinator for East Maple Ridge, British Columbia)
- Designing Quality Into a Voter Ballot (Howard Schussler, City of
Portland Oregon)
- Is TQM a Fit in Government, and Why Should We Care? (James J. Kline,
consultant in Portland Oregon)
- The Alberta Premier's Award of Excellence: Quality and Teamwork Set the
Standard (Sandra J. Croll, Personnel Administration Office, Province of
Alberta Canada)
- The Organizational Performance System Model (Nathan Strong, State of
South Carolina)
- Washington Revenue Quality (Julie Japhet, Washington Department of
Revenue)
- Quality Government Service in Prince Edward Island (Mark Belfry and
Katherine Clough)
- Reduced Wait Times: Bellevue Breakthrough Focus (Karen L. Fields,
Quality Coordinator, Washington Department of Licensing)
- Quality is Dying – So What’s Next? (Darcy Hitchcock, AXIS
Performance Advisors, Portland Oregon)
- Governing Green (Government News editorial commentary) (Jim
Carlson, Multnomah County Oregon)
- Environmental Management at the City of Eugene (James Ollerenshaw,
City of Eugene Oregon)
- Creating a Green Government Agency (A. Keith Smith, California
Environmental Protection Agency)
- Quality Customer Service (James J. Kline, TQM Research and
Consultant, Portland Oregon)
- Washington State’s Wood Salvage Program (J. Duncan Crump,
Department of General Administration, State of Washington)
- Pay for Performance? . . . Let Me Tell You About That! (R. Barry
Crook, WA Department of Licensing)
- Pay for Performance: A Public Sector Puzzle (Dick Grote, Grote
Consulting Corporation)
- Pay for Performance and the Public Sector: The Canadian Experience
(Bob Robertson, District of Maple Ridge, British Columbia)
- Some Thoughts About Pay for Performance (Nathan Strong, Office of
Human Resources in the Budget and Control Board, State of South Carolina
- How to Translate Quality Management Principles and Practices into
Employee Performance Change and Improvement (David Geisler, City of
Davenport Iowa)
- AQC Review: A Feast for the Mind (Bruce Waltuck, Region 3 Regional
Councilor)
- Monroe County’s Annual Celebration of Quality (Jack Doyle,
County Executive for Monroe County New York)
- Objective Performance Appraisal (Karen L. Garst, Oregon State Bar)
- The Great Divide(r): (Bruce A. Waltuck, United States Department of
Labor)
- The Lost Property in Public Administration: What Hampers TQM in the
Public Sector (Seyed Mehrdad Mohammadi, M.D., Tehran University of Medical
Sciences)
- Quality Sustainability and Organization Social Responsibility (Paul
Demitriades, Medina Washington City Councilmember and visiting committee member
University of Washington Evans School)
- Linking Quality to Business Planning and Performance Goals in Local
Government (Robert W. Robertson and Paul Gill, District of Maple Ridge,
British Columbia)
- Say Goodnight, Dick (Bruce A. Waltuck, United States Department of
Labor)
- I’m Important, You’re Important, We’re All Important
– 20 Down-to-Earth Ideas for Building Self-Worth in the Workplace (Tom
Terez, speaker, consultant, and author)
- Request for ACTion System (REACT) (George Kreitemeyer, City of
Mobile Alabama)
- Baldrige Self-Assessment in Washington State (R. Barry Crook, WA
Department of Licensing and Rene Ewing, Governor’s Office)
- Editorial Commentary: Goodbye to Joe Devlaeminck (Jim Carlson,
Newsletter Editor, Multnomah County Oregon)
- Malcolm Baldrige National Quality Award and Education (Charles W.
Sorenson, Chancellor, University of Wisconsin – Stout)
- Quality Awards – Their Status and Future (Howard Schussler,
consultant)
- Transforming Knowledge into Results: The Public Service Challenge of the
21st Century (Jesse Henderson and Stephen K. Hacker)
- The Role of Performance Information in Public Service (Dr. Colin
Talbot, professor of public policy and management at the University of
Glamorgan, Wales, and a founder of Public Futures)
- How to Implement a Results-Based Management System in a Public Sector
Organization (Mark Tucci, Organizational Development Leader for the New
Jersey Department of Environmental Protection and a Lead Judge and Senior
Examiner for the New Jersey Governor's Award for Performance Excellence)
- Online Government is Big in the State of Wisconsin (Dawson Drew,
U.S. Department of Defense and Vice-Chair for Marketing & Communications
for the Government Division ASQ)
- Working Smarter versus Working Harder (Jared Clark, Consultant)
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