[The following document is the newly developed education plan of
the Federal Quality Institute, designed over time to educate the
federal work force. Although undated, the document was provided
to Tom Glenn (SysOp, the TQM BBS, 301-585-1164) in March, 1994.]
                                    
                                    
                             BASIC TRAINING
                 "CREATING A CUSTOMER-DRIVEN GOVERNMENT"

BASIC TRAINING PACKAGE FOR USE OF TRAINERS

--8 modules integrate NPR, GPRA and quality principles

--Flexible design to allow expansion or contraction of course
(e.g., 1 hour or 4 hours per module)

--Overheads and hand-outs

     --Facilitator's Guide contains: 
     --Key Teaching Points 
          --Background information and recent research 
          --Teaching Techniques (case studies, exercises, discus-
          sion questions, games) 
          --Suggested videos Bibliography
          
BASIC TRAINING COURSE FOLLOWS 4 KEY THEMES OF NPR:

1. PUTTING CUSTOMERS FIRST

MODULE TITLE

--Creating a Customer-Driven Government

--Focusing on the Customer

--Customer-Driven Strategic Planning and Measurement

KEY TOPICS COVERED

     --How NPR, GPRA and quality fit together 
     --Identifying customers 
     --Understanding customer needs 
     --Customer feedback 
     --Customer service standards 
     --Encouraging competition 
     --Benchmarking 
     --Giving customers choices 
     --Strategic planning and GPRA 
     --Outcome-oriented goals 
     --Performance measurement
     
2. CUTTING RED TAPE

MODULE TITLE

--Managing Processes and Aligning Systems/Structures

--Information and Analysis

KEY TOPICS COVERED

     --Reengineering 
     --Process simplification 
     --Continuous improvement 
     --Streamlining budget, personnel and procurement systems 
     --De-regulation 
     --Investing in greater productivity 
     --Upgrading information technology 
     --Problem-solving, tools and techniques 
     --Data collection and analysis
     
3. EMPOWERING EMPLOYEES TO GET RESULTS

MODULE TITLE

--Workforce Empowerment

--Leadership and the Shifting Role of Management


KEY TOPICS COVERED

     --Employee involvement
     --Participation and teamwork
     --High performance teams
     --Reward and recognition systems
     --Developing a multi-skilled workforce
     --Employee suggestions
     --New roles of management
     --Accountability for results
     --Communication
     --Performance Agreements
     --Labor-Management Partnerships
     --Family-friendly workplace
     
4. CUTTING BACK TO BASICS

MODULE TITLE

--Examining and Changing the Organization

KEY TOPICS COVERED

     --Focusing on core mission 
     --Defining a shared vision 
     --Assessing strengths and areas for improvement 
     --Eliminating the obsolete and redundant 
     --Implementing successful change 
     --Rightsizing and De-layering
     


                           IN-DEPTH WORKSHOPS


FEATURES OF WORKSHOPS

--Developed in partnership with private and public sector organi-
zations (e.g., AT&T, Brookings, Xerox, Army Systems Management
College) and noted individuals (e.g., Peter Senge, George Land,
Peter Drucker)

--Will vary in length from 1/2 day to 3-4 days

--Will use a variety of formats

     --Presentation, discussion, exercises
     --Noted speakers
     --Success stories and lessons learned
     --In-depth "hands-on" workouts
     --Dialogue
     
AUDIENCE

--Senior leadership of agencies

--Change agents and intact management teams selected by COOs

WORKSHOPS TOPICS

PUTTING CUSTOMERS FIRST

--Becoming customer-driven

--Customer-focused strategic planning (GPRA)

--Benchmarking

CUTTING RED TAPE

--Re-engineering

--Human Side of Downsizing

EMPOWERING EMPLOYEES TO GET RESULTS

--Participation and Teamwork

--Shifting Role of Management

--Labor-Management Partnership

--Valuing Diversity

--Implementing Organizational Change Successfully