1. Building a House of Quality One Brick at a Time
Chris McMillan
City of Fayetteville, NC
Quality in the Triangle Conference 2016

2. What do we mean by a “House of Quality”?
Quality Function Deployment is a structured method to identify and prioritize customers’ expectations. A matrix, called a “House of Quality” is commonly used to depict this graphically.
For purposes of this discussion, “House of Quality” also refers to building a culture of quality within an organization.
Both meanings apply to our efforts to implement quality management at the City of Fayetteville, NC.

3. Learning Objectives Why should a city measure performance?
How does the City of Fayetteville, NC currently measure performance?
How do we translate performance measurement into quality improvement?
Where do we go from here?
What are the biggest challenges ahead of us?

7. Why?
Accountability
Transparency
Quality

8. The Literature Public calls for measures over 100 years old
Many measure, few succeed
New York, NY
Charlotte, NC
Baltimore, MD
Outcomes reign supreme
Management participation
Voice of the customer

9. Measurement Frequency What story does this tell?
How?
Environmental Services Department SCORECARD
Measure
Type
FY 2014 Estimated
FY 2014
FY 2015 Recommended
Researcher Contact
Approver Contact
Measurement Frequency
What story does this tell?
Data Location
Dept. Program
Dept. Objective
Include in Budget Doc
Include in Perf. Rpt
SP Goal Alignment
SP Obj Alignment
Due Aug 2014
Due Aug 2014
Average # of training hours per employee
Efficiency
8.39
8.25
8.81
Environmental Services Supt., James Rhodes (x1503)
Environmental Services Director, Gerald Dietzen (x1984)
Annual
The Department's commitment to safety and a well-trained staff
ENS
Environmental Services Administration
To develop highly motivated, well-trained employees and maintain a safe environment for employees and residents. 
Yes No
Goal 4 - The City of Fayetteville will be a highly desirable place to live, work and recreate with thriving neighborhoods and a high quality of life for all citizens.
N/A
# of work hours lost due to workplace injuries
Workload
224
231
213
Victoria Patterson, Payroll & Liabilities Manager (x1686) and Linda Roberts, Payroll Technician (x1627)
Lost capacity due to workplace injuries
ENS-JDE
Goal 4
% work hours lost due to injuries per total FTEs
Effectiveness (Outcomes)
0.15%
0.16%
0.14%
Environmental Services Analyst, Teresa Faircloth (x1508)
Average productivity lost per employee due to workplace injuries
% of employees that are satisfied with overall communications within the City (Biennial Employee Survey 2013)
35.60%
51.60%
HRD Training and Development Asst. Dir. Ade Lewis (x1674)
Bi-annual
How well we communicate with our employees- benchmark
% of employees that rate morale and satisfaction as good (Biennial Employee Survey 2013)
43.20%
78.50%
Employee job satisfaction
# of tons of refuse collected annually
53,000
45,730
46,000
Environmental Services OAII, Denise Vincent (x1510)
How much collected municipal waste goes into the landfill
ENS-CC Tax Office
Residential Waste Collection
To provide regular scheduled collection of municipal solid waste and to ensure adequate resources to complete the work.
OBJ 1 - "...thrive in a clean and beautiful community..."
# of collection points serviced annually
60,527
60,849
Growth rate of single family households served
Training
Definition
Mission
Goals
Objectives
Measures
Tracking
Reporting

13. Where Are We Now?
Mission, Vision, Programs, Objectives, and Measures developed
Standards defined
Benchmark Partners identified
Audits Performed
Software

14. Where Do We Go From Here? Objective and Measure refinement
Critical to Quality trees
Citizen Engagement
Focus Groups
Quality Function Deployment
Interactive Web presence
Culture of Quality
Open Data

15. Management Engagement
Big Challenges Ahead
PEOPLE
Management Engagement
Resident Engagement

16. Corporate Performance Analyst
Chris McMillan
Corporate Performance Analyst