To ensure requirements of its key work processes were met in day-to-day operations, the City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), instituted performance measures based on process requirements and training on requirements. Requirements were deployed and reinforced in department, unit, and employee objectives used for evaluation; in periodic reports on operations; in formal training, particularly training on cust...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.4.1 Improve process/service performance
14.1.1 Design & deploy performance measurement system
2.3.1 Identify, plan & map key processes

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