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Productivity & Quality Improvement

Examine the steps, processes and procedures necessary to ensure quality assurance of the products and services your agency provides. Analyze each of the steps: definition, development, implementation and change management, monitoring and documentation using examples from your own agency.


Through a series of hands-on activities, discussions and assessments this workshop systematically examines the steps, processes and procedures necessary to ensure quality assurance of the products and services your agency provides. By definition, quality assurance is the activity of providing evidence that establishes confidence among all concerned (citizens, customers, employees, elected officials, etc.) that the product or service satisfies given requirements for quality.

Participants use examples from their own agency to assure quality of their products or services. We systematically examine each of the quality assurance steps (definition; development; implementation and change management; monitoring and documentation).

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Benefits and Learning Outcomes

By the end of the workshop, participants should have:
  • Means to define specific quality characteristics necessary to customer satisfaction
  • Started to develop specific measures of quality (leading and lagging indicators)
  • Identified key steps in their service delivery processes where "quality" is built in
  • Identified monitoring procedures for their process
  • Started to develop a process documentation process

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This program can be applied toward the:

To enroll after the registration deadline, contact Andrea Zweifel at 414-227-3174.
Wed., August 20
Location: UWM School of Continuing Education (Click link for directions)
Instructor: Nelson Soler, President and CEO, Multicultural Entrepreneurship Institute, Milwaukee, WI
$150: Register by Fri., Aug. 1
$165: Register on or after Sat., Aug. 2 Discount Available
CEUs: 0.6
Program No. 7310-7112
Registration Deadline: Wed., Aug. 20
Register Now
For more information, contact:
Shirley J. Bufford, Program Director,, 414-227-3157


Public Admin. Summer 2014
Certificate Brochure

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