Activity 3-4: Program Wheel of Quality

Purpose: Participants will describe what they do to provide quality service. They will identify specific continuous improvement strategies.

Materials:
Chart paper and markers

Trainer Preparation Notes:

Before the activity begins, post blank sheets of paper around the room so each small group can draw a Wheel of Quality. Each group will:

Draw two circles as shown in Step 3. Write the name of the program in the center of the small circle (the hub). Draw spokes extending from each hub. Label the spokes with different job titles. Under each job title, write examples of how each person improves his or her performance.

Introduce Activity

1.Explain that when people perform their jobs as effectively as possible, they affect the quality of the service that the program provides. Because people generally have some control over their roles and job tasks, they can control the quality of service that the program provides.

Emphasize that providing quality service means continually looking for ways to improve how work is done. To assist participants with the concept of continuous improvement, explain that it requires everyone to participate in an ongoing assessment of program effectiveness. improvement occurs over time as people constantly evaluate and adjust their work performances and the services they provide.

Lead Discussion

2. Use the following question to lead a discussion.

What do you do to continuously improve how you do your work? Sample responses:

• Gather feedback from customers (that is, parents and children) to find out what they think of the program.

• Teach a lesson differently to improve it.

• Prepare flow charts to track the steps needed to complete a job.

• Meet with staff to discuss their suggestions on how to solve a problem.

• Work together to develop a strategy to solve a problem.

Illustrate Wheel of Quality
3. Use the following example to illustrate a Wheel of Quality.



Describe Wheel of Quality
4. Have participants separate into groups of four to six people. Tell each group to create a Wheel of Quality. Explain that the wheel should contain examples of what staff do to enhance the quality of the service(s) they provide. Tell each participant to draw a spoke on the wheel, write her job title on the spoke, and list on additional spokes strategies used to improve the quality of services she provides.

Lead Group Reports 5.Ask each group to select one person to describe the group's wheel. After all the groups have reported, ask these questions:

• What did you discover about your current role in providing quality service?

Sample Responses:

--I should always consider what others might need from me.
--I should continuously consider how I can change the way I do things because changes in the program occur all the time.

• What overall management strategies must be used to continuously improve the quality of services provided?
  
  

Sample responses:


--I should continuously evaluate and assess community and family needs.

--Strategic and operational plans should be developed to meet those needs.

--I need to schedule follow-up evaluations to measure progress.

Summarize
6. To conclude this activity, say that everyone plays an important role in providing quality service. Therefore, staff must continually evaluate the strategies they use to do their jobs. In addition, staff must always be prepared to change and continuously improve the way they do their jobs so they can respond to new situations.

Activity 3-5 | Activity 3-3 | Module 3 | Index

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