We help departments identify problems and implement solutions while developing citywide capacity for continuous improvement by partnering with people, enhancing operations, and empowering others to IMPROVE, LEAD, and LEARN.
The Customer Defines Value
Every aspect of an organization should be focused on creating value for the customer.
Fix Processes, Not People
Don’t respond to problems by blaming people, seek to improve the process first.
Go Slow to Go Fast
Remember to slow down and ask “why” to avoid getting bogged down with “how” things have always been done.
Systems, Not Silos
Continuous Improvement is about learning how things are connected within an entire system.
Process Improvement Framework
At the City of Tacoma we have developed an approach called the Ci4i Framework. Ci4i draws on project management concepts utilized by a variety of methodologies including Lean and Six Sigma. Our training materials and exercises feature tools that encourage empathy building, design thinking and the implementation of customer focused solutions.
Ci4i Framework Tools
What does Continuous Improvement do?
The Continuous Improvement team collaborates with internal departments to manage innovation and process improvement projects, develop trainings and administer a citywide learning program and maintain critical enterprise level Human Resources data.
Continuous Improvement Advocates (CiA)
The Continuous Improvement Advocates (CIA) program is a 3-day training that provides city staff the opportunity to learn the Ci4i Framework and implement a process improvement project in their own area. The goal of the program is to equip participants with the tools necessary to identify problems and lead future CI projects.
Workforce Data and Analytics
The Workforce Data and Analytics team ensures Human Resources data integrity and supports City leaders in data-driven decision making and equitable labor/ personnel policy development. To do this, the team manages the City Human Resources Management System (HRMS) function to create and maintain personnel, position, and organizational records and produces enterprise reports and analyses on personnel and workforce data.
Continuous Improvement leads improvement projects in priority areas identified by executive leadership as well as a portfolio of right-sized projects scoped to reach recommendations within an 8 week timeline.
Training and Development
The Learning team is tasked with developing a complex portfolio of solutions including on-site and off-site trainings, administrative systems, and non-training development opportunities for our diverse workforce of nearly 4,000 employees spread geographically and across a variety of service areas.
How do we measure impact?
Continuous Improvement is committed to recognizing City of Tacoma staff who have used the Ci4i Framework and tools to deliver results. We invite you to review our collection of success stories and join us in celebrating the achievements of our project teams.