Successful Application of Total Quality Principals

In December of 1998, Union Sanitary District embarked on an effort to apply total quality tools and principles to waste water treatment processes. Application of quality tools and principles has been a key component of both the effort to become more competitive and the move to a team-based, participative organization.Union Sanitary District is using three initiatives: total quality, benchmarking and performance measurement to support the District's strategies for competitiveness. These three tools compliment each other, and provide a framework that employees use to improve performance in their work area.In the last 2 years, employees have completed several successful continuous improvement projects, including improvement of plant work order tracking and the computerized control system. Over 40 employees have been trained in applying a 7 Step Model to improve processes and solve problems, permanently. A Benchmarking Committee has been set up to champion benchmarking at the District and coordinate benchmarking projects. Balanced Scorecards of performance measures have been developed at the District and team level.This presentation will cover implementation of a quality program, integration of a quality program in an overall strategy for competitiveness, case studies and lessons learned.