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Using Quality Management to Improve Performance

Improve USCG force performance with a quality management system based on ISO standards. Enhance safety, security, and regulatory programs while ensuring accountability and transparency. Focus on quality for better outcomes.

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Using Quality Management to Improve Performance

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  1. MISSIONMANAGEMENTSYSTEM Using Quality Management to Improve Performance USCG FORCECOM QUALITY, EFFICIENCY, CONTINUAL IMPROVEMENT WE’VE UPPED OUR QUALITY, SO UP YOURS Dan Norton, CDR, USCG dan.r.norton@uscg.mil, (202) 372-1191

  2. Mission Management System • The Mission Management System (MMS) is a quality management system (QMS) to ensure fulfillment of our domestic and international obligations for marine safety and security. It is based on the International Organization of Standards (ISO) 9001:2008. • Fulfills international obligations: • Standards of Training, Certification and Watchkeeping for Seafarers (STCW); and • Voluntary IMO Member State Audit Scheme (VIMSAS)

  3. CG Programs using MMS • National Maritime Center • Marine Safety Program: • Inspections • Investigations • Port Safety and Security • Coming online: WWM, NCOEs, NVDC • Regulatory Development Program (RDP)

  4. Why focus on quality? • Use performance information to lead and learn to improve outcomes; and communicate performance information clearly and concisely to improve results and transparency. President’s (Obama) Performance Planning –OMB Circular No. A–11 (Aug 2011) • “This Executive Order makes it the official policy of the Federal Government to spend taxpayer dollars effectively, and more effectively each year.” Executive Order 13450 (President Bush) (Dec 2007) • USCG faces potential duplication of efforts and challenges in establishing accountability for its overall workforce goals; and data-reliability problems (MISLE and Direct Access). Letter from Rep. Oberstar, GAO-10-268R (Jan 2010)

  5. Why focus on quality? • The USCG cited 3200 facilities needing inspections, but records indicated only 2126 inspections were conducted. GAO Report– Maritime Security GAO-08-12 - (Feb 2008) (MTSA centric) • Study shows FY2007 COI inspections costs of $23.2 million exceeds COI fees collected of $10.4 million. USCG Certificate of Inspection Cost Study, Grant Thornton LLP (2008) • “Clearly specified requirements for a qualified marine inspector or investigating officer do not exist” Homeland Security Institute Report on USCG (Apr 2009) (p. 53). • Survey of a major Sector: only 40% of a marine inspector’s time was spent conducting inspections. Admiral Card Report (2007) • “Develop a method for evaluating the effectiveness of mission accomplishment” CG Marine Safety Performance Plan (Nov 2008)

  6. Characteristics of High Performing Organizations • Strategic Approach: Clear Vision, Philosophy, & Standards of Behavior • Customer Approach: Clear approach to treating customers, continual improvement • Leadership Approach: Clear goals, manage employees, understand their abilities, guide performance • Processes and Structure: Processes reinforce strategy, work flow/ tasks meet customer needs, use of metrics • Values & Beliefs: Values drive employee behavior, embedded in the organization • Source: How to Build a High-Performance Organization, American Management Association, 2007, www.gsu.edu

  7. Select ISO 9001 Standards • 4.2.3: Documents required by the quality management system shall be controlled. • 5.2: Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction. • 6.1: The organization shall determine and provide the resources needed to enhance customer satisfaction by meeting customer requirements. • 8.2.2: The organization shall conduct internal audits at planned intervals. Records of the audits and their results shall be maintained.

  8. Quality Management Elements & Audits • Quality Management Systems Elements: • Clear policy & objectives • Defined authorities and responsibilities • Key processes • Metrics • SOPs/ work instructions/ TTP • Records • Internal audits • Audit fear: is not pass/ fail examination • Audit for conformity to ISO 9001:2008 standards

  9. Container Inspection Process

  10. CG Inspection Performance Qual Standard

  11. OCS NCOE Procedures - draft

  12. NMC Success: 2010 Hamilton Award Winner Mariner Credentialing Program Performance Jan 09- Apr 11

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