MEASURING QUALITY Dr. Larry Hoover Police Research Center Sam Houston State University

The Quality Movement Global Competition Consumer Expectations Ability to implement statistical process controls Manufacturing efficiency

The 3 C’s of TQM Culture Customers Counting

Culture Measurement for Improvement Authority Equals Responsibility Reward for Results Teamwork and Cooperation Job Security Fairness Equitable Rewards Ownership of Results

Customers Structured Programs to Ascertain Customer Perspective Internal Customer Concept Direct Communication with Suppliers

Counting Identify Output Identify Customers Identify Customer Requirements Define Supplier Specifications Identify Steps in Work Process Select Measurements Determine Process Capability Evaluate the Results

Limitations on Quality Culture in Policing Cannot Reward for Results Teamwork is Limited on a Beat Ownership of Results Is Difficult Given 7/24, necessity of patrol availability

Limitations on Customer Focus Customer satisfaction is limited because: Stress Environment (dentist limitation) Prudent mgt. of Public Resource Demands that We Leave Many Customers Unhappy

Limitations on Counting (Measuring Quality) What is a quality outcome of settling a domestic dispute? Assessing enforcement targeting attention How much time is appropriate for a given incident? Is differential response a code word for less quality?

Time: The Next Dimension of Quality American Management Association

Cycle Times For Some of Our Workshop Experiences Rapidity with Which the Travel Agent Answered the Reservation Line Teller Wait at the Bank for Some Cash Ticketing and Baggage Check-in Drink and Peanut Service on the Airplane Check-out Time for the Rental Car Check-in Time at the Hotel Desk Service Time for the Very Important First Cup of Coffee at Breakfast

Customer Oriented Cycle Times At A Police Agency 911 Pick-up Response Time Report Availability

Internal Cycle Times At A Police Agency ?

Measuring Agency Quality Is the agency administered or managed? Are citizens involved? Are programmatic responses in place where appropriate? Is there an articulated, structured approach to crime prevention, crime response, crime analysis, victim assistance, prosecution, traffic safety, order maintenance, quality of life? Does flexibility in response exist?

Measuring Individual Quality Does the officer articulate beat or assignment knowledge? What is the quantity and quality of self- directed activities? What is the quantity and quality of problem oriented initiatives?

Micro Analysis: Quality on a Beat Incident Patterns Incident Trends Problem Addresses Problem People Customer Expectations Prudence of Public Resource Expenditure

Micro Analysis: An Individual Patrol Officer Formal Officer Initiated Incidents - both number and quality (citations, arrests, FI’s) Average Time by Call Type Citizen Satisfaction on CFS Problematic Behavior, e.g., high speed pursuits Problem Solving Ability Community Communication

Macro Analysis: The Jurisdiction Incident Patterns by: Year Quarter/Month/Week Time of Day/Day of Week Sector / District / Reporting Area Address/Location Code Gang Related Drug Related Offender/Victim Relationship Prior Police Contact

Macro Analysis: The Jurisdiction (con’t) For an individual offense type, e.g., aggravated assault, it is desirable to know patterns and trends by victim/offender relationship, prior contact, and potentially location type Quarter1st2nd3rd4th Spouse Acquaintance Stranger Total

Macro Analysis: The Jurisdiction (con’t) Or for robbery, the time of day and location type will provide qualitatively considerably more information Time of Day 24:00-06:00 06:00-12:00 12:00-18:00 18:00-24:00 Convenience Store Street/Public Way Schools TOTAL

Macro Analysis: The Jurisdiction (con’t) Response Times By: Time of Day Day of Week Sector/Beat/Reporting Area Time Received to Time Dispatched Time Dispatched to Time Arrived Call Type

Macro Analysis: The Jurisdiction (con’t) Clearance Rates By: Offense Type (not necessarily UCR categories) Offender/Victim Relationship Named/Unnamed Offender Incident Response Mode (differential response) Detective/Unit Sector/Beat/Reporting Area Time Trends Gang Related Drug Related

Macro Analysis: The Jurisdiction (con’t) Cycle Times Completion of Incident Report Traffic Citation Traffic Accident Report Pawn Shop Ticket FI Card UCR/NIBRS Report Routine Trend or Pattern Reports Unique Request Trend or Pattern Reports

Beyond Bean Counting Measuring What Matters Some Qualitative Elements Cannot Be Quantified, But Quantification In Detail Can Measure Some Forms Of Quality

Community Policing Institute Theme: Crime-Specific Policing Clearly defined intervention strategies Targeted at particular offenses Committed by particular offenders At specific places At specific times.

Discussion