1. Child Welfare TQM Workshop
Florida Department of Children and Families Office of Quality Management
Child Welfare TQM Workshop
Current Situation
Performance Management Staff
Mary Gallagher Merlin Roulhac
Ronnie Evans Marcia Dukes
Verita Glanton Bob Howard
Angie Stackhouse Coleman Zuber

2. Current Situation Purpose Investigate the features of the theme
Select a problem
Establish a target for improvement
Define problem statement

3. Current Situation Checkpoints
The theme was stratified from various viewpoints and a significant problem was selected.
A target for improvement was established based on the stakeholder’s need.
The impact of the target on the measure was determined
A problem statement that addressed the gap between the actual and target values was developed

4. Current Situation
Tools that aid
Histogram
Pareto Chart

5. Current Situation
Problem Statement
A sentence that describes in specific terms what is wrong or an undesirable situation. It states the gap between actual performance and target and focuses on the customer’s pain.

6. A problem statement must:
Current Situation
A problem statement must:
State the effect
Be measurable
Be specific

7. A problem statement should:
Current Situation
A problem statement should:
Be concise
Focus on the pain to the customer
Show the gap between “what is” and “what should be”

8. Current Situation Key Takeaways
Stratification of data is critical to clearly defining the problem.
Targets for improvement must be established.
The problem statement is the effect.
4 W’s + Gap + Pain = Good Problem Statement