The work system at the City of Irving, a US local government organisation and winner of the 2012 Malcolm Baldrige National Quality Award, was a tiered, interconnected vertical and horizontal structure, which consisted of five key systems: public safety, infrastructure, development, recreational-cultural-educational programs and support, all aligned with the Strategic Plan and the city’s vision. Departments and functional units were related vertically. Support services and cross-functional team...

BPIR Categories

3.6.1 Manage product/process/service development
6.4.2 Implement systems for managing the service

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