Manage Performance or Manage Quality? How to do both!

by the City of Ft. Lauderdale, FL for the TLG 2018 Case Study program

Dec 5, 2017

The City of Fort Lauderdale, may be the first municipal government to obtain International Organization for Standardization (ISO) 9001 certification for the whole city. A quality management standard, ISO 9001 is often used in the private sector to consistently provide products/services meeting customer and regulatory requirements. Many cities have some elements of their organization ISO 9001 certified, but we chose to obtain certification of our entire operation, transitioning our focus from managing performance measures to providing consistent quality services to our Neighbors.

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