TQM Lesson 2 Flashcards
What is the purpose of enabling online payment options in government offices?
To reduce queueing time.
What is an automated approval system designed to do?
Cross-check application data with relevant government databases.
What is one of the key training focuses for LGU staff in the context of digital processes?
Customer service.
What system is established to gather public feedback for improving services?
Public feedback system.
What is the Central Business Portal’s primary function?
Allow businesses to register online.
What significant improvement did the DFA implement for passport applications?
An online appointment system.
What do one-stop shops in LGUs aim to achieve?
Reduce processing times for various public services.
What type of governance model did Estonia implement?
Fully digitized governance model.
What initiative is Singapore known for in enhancing public services?
Smart Nation Initiative.
What approach does Six Sigma represent?
A data-driven approach to reducing defects and process variations.
What is Business Process Reengineering (BPR)?
A radical redesign of processes to achieve major efficiency gains.
What does the Plan-Do-Check-Act (PDCA) Cycle represent?
A four-step approach for ongoing process improvement.
Fill in the blank: _______ focuses on eliminating waste and maximizing value.
Lean Management
What is a common first step in proposing process improvements?
Identify the Problem.
What technique can be used to conduct a root cause analysis?
5 Whys Technique.
What is the expected outcome of faster business permit approvals?
Reduction in processing time from 3 weeks to 5 days.
What is a common inefficiency in public sector processes?
Prolonged processing times.
What does Total Quality Management (TQM) focus on?
Continuous improvement in service quality.
What does the term ‘digital governance’ refer to?
The use of technology to enhance public service delivery.
True or False: Process design and process improvement are identical concepts.
False.
What is the role of workflow diagrams in process improvement?
To visualize the flow of processes and identify inefficiencies.
What is the purpose of a flowchart in public service improvement?
To break down decision-making steps explicitly.
What does the ‘one-stop-shop’ model aim to reduce?
The number of visits to different offices.
Fill in the blank: Process improvement involves continuous _______ and enhancement.
assessment
