Business Services Meeting Continuous Quality Improvement CQI Standards

1
Business Services Meeting Continuous Quality
Improvement (CQI) Standards

• California Workforce Association San Diego, April
  2007

2
PANELISTS

• Robert Mejia, Employment Services Manager, South
  Bay WIB
• Craig Smithson, Partner, Smithson/Dillon
  Associates
• Milt Wright, President, Milt Wright Associates

3
AGENDA

• Welcome Introductions
• Overview
• Installing Continuous Quality Improvement (CQI)
  Practices Into Your One-Stop System
• Developing Expanding Business Services
• What Worked for Implementing Business Services
  the South Bay WIB Experience
• Roundtable Discussion What Have I Learned to
  Help Implement CQI and Expand Business Services
  at My One-Stop?

4
Continuous Quality Improvement OVERVIEW

• Continuous Quality Improvement
• Malcolm Baldrige System of Excellence
• WIB Quality Standards
• Purpose of Certification System

5
INSTALLING CQI SYSTEM

• System Elements Quality Standards Negotiated
  w/Staff
• CQI Teams Established
• Annual On-Site Reviews
• Regular Team Meetings to Discuss Issues
  Recommend Solutions
• Management Support

6
ON-SITE CERTIFICATION PROCEDURES

• Review Team Composition
• Scheduling Reviews
• Entrance Interview
• Tour of Facilities
• Review of Documentation
• Interviewing Techniques
• Scoring
• Exit Interview
• On-Site Findings Report

7
SCORING SYSTEM

• 1-100
• 3 Levels of Achievement
• Progressive Scoring
• Assigning Individual Scores
• Negotiating Consensus Scores
• Averaging Consensus Scores for each the 7 Elements

8
South Bay WIB Presents

• Outreach to Businesses Using a Business Resource
  Network

9

• A Business Services system is based upon the
  business partnership and business service goals
  set forth in its Strategic Plan

10
The South Bay Business Resource Network

• The South Bay Business Resource Network
  (Network) is an association of public and
  privately funded organizations in the South Bay
  of Los Angeles County dedicated to providing
  resources of value and benefit to businesses as a
  single, coordinated service network.

11
How to Create a Business Services Network
12
Business Customer Questions

• What do local businesses really need?
• What are the challenges that they face?
• Have they heard about the one stop centers?
• What issues are unique to local businesses in our
  area?
• What Workforce issues and trends are they
  presently facing?
• What challenges do they face when trying to work
  with local government organizations?

13

• What did we recognize as a key issue?
• Economic strategy and workforce development need
  to be better connected based on real-time
  information and joint planning.

14
Monthly Meetings Beginning July, 2002

• El Camino College Small Business Development
  Center
• South Bay Economic Development Partnership, Inc.
• South Bay Business Career Centers in Inglewood,
  Hawthorne, Redondo Beach and Gardena
• CA Employment Development Department-South Bay
  Job Service
• CA Department of Rehabilitation
• CA State University, Dominguez Hills
• Los Angeles Southwest College
• El Camino College Center for International Trade
  Development

15
South Bay Business Resource Network Members

• Los Angeles County DPSS - GAIN Region I
• Southern California Indian Center, Inc.
• US Veterans Initiative, Inc.
• Southern CA Regional Occupational Center
• Centinela Community Adult School
• South Bay Workforce Investment Board
• South Bay Workforce Investment Consortium, Inc.
• Milt Wright Associates Inc.
• California Manufacturing Technology Consulting
• ADP Inc.

16
Network Member Questions

• What do we currently have to offer businesses
  that represents quality, business-specific
  services, resources and information?
• What services do we need to offer businesses that
  we are presently not providing?
• What changes do we have to make in order to
  provide quality services?
• What other resources do we need?
• How will we obtain a commitment from our partners
  in order to have a successful business services
  network delivery system?

17
How will we communicate effectively with the
business community?

• One phone number Call-In System
• Material Development and Dissemination
• Co-Advertising
• Website
• Presentations and in-person meetings
• Surveys
• Newsletters
• Professional customer contact management system

18
Key Features, Services and Resources offered by
the Network include

• Contact Management system utilized by all network
  partners
• Resource desk and meeting space
• Staffing assistance

19
Key Features, Services and Resources offered by
the Network include

• Labor Exchange Services
• Disability Management Services for employers
• Workplace Performance Improvement services

20
Key Features, Services and Resources offered by
the Network will include

• Financial Consulting and Economic Development
  Services
• Human Resource Solutions
• Business and entrepreneurial development
  services
• Commitment to understand the needs of the
  business community

21
Commitment to a high level of quality customer
service

• Designated Business Services Representative
• Respond within 24 hours
• If unable to meet the need refer to other members
  in 3 days
• Regular follow up guarantee
• Job order as Customer

22
How We Measure Success

• Increases in annual Customer Satisfaction rate
• Increases on annual Cost Savings Per Hire
  measure
• Annual Customer Loyalty rate increases
• Annual increases in Sales Increase measure

23
Staffing Assistance

• Screened Professionals, Entry-Level and technical
  workers
• Referral of screened youth workers
• Customized employee recruitment
• Employee Background Checks no cost and fee
• Out Placement program

24
Business Entrepreneurial Development Services

• Business start-up assistance
• Equity financing and loan packaging assistance
• Marketing plan development
• Legal issues consultation
• Business education seminars and workshops
• International trade development and consulting

25
Labor Exchange Services

• Unemployment Insurance Information
• Cal-Jobs employer-employee matching
• Labor market information

26
Disability Services For Employers

• ADA accessibility information
• Disability awareness training
• Employment retention of employees who become
  injured or obtain disability. (fee)
• Disability management consultation (fee)
• Absence management consultation (fee)

27
Workplace Performance Improvement Services

• Customized training and education programs (no
  cost and fee)
• Employee performance improvement workshops
• Skills needs assessment services
• On-Site basic skills development programs
• (Fee)

28
Human Resource Solutions (no cost and fee)

• HR needs assessment and consulting
• Employee retention strategies
• Customized staff development services
• Management/supervisor training
• Workers comp cost reduction consulting
• Consultation on low-cost/no-cost employee
  benefits structures

29
Corporate Services

• Mass employee recruitment assistance
• Site location assistance permit assistance
• Ombudsman services with regulatory agencies
• Worker tax credit and eligibility assistance
• Fee charged of tax savings
• Payroll services (fee)
• Skill training needs assessment and curriculum
  development
• ISO management systems consulting (fee)
• Lean manufacturing consulting (fee)

30
How to involve the Business Community

• Ask for advice, listen, implement and communicate
  implementation activities and success.
• Ongoing presentations with Chambers, business
  associations, city economic development officers,
  Media and Politicians.
• Active Business Advisory Board
• Actively recruit satisfied business customers as
  spokespersons
• Make sure all members understand each others
  mission and goals

31
(No Transcript)
32
(No Transcript)
33
(No Transcript)
34
(No Transcript)
35
(No Transcript)
36
(No Transcript)
37
(No Transcript)
38
(No Transcript)
39
(No Transcript)
40
(No Transcript)