OFFICE OF THE GOVERNOR
WHEREAS, "quality improvement", as described herein, is a proven approach
that has demonstrated improved performance in a wide range of public and
WHEREAS, successful quality efforts require effective leadership,
strategic planning, customer focus, employee involvement, continuous
improvement, and self-assessment of results.
WHEREAS, enhanced customer service, efficiency gains and cost savings
throughout state government can be best achieved by engaging state agency
management and employees in the use of continuous quality improvement
management systems, work processes and quality tools.
WHEREAS, quality improvement can help to deliver the goals and
commitments of this Administration.
NOW THEREFORE, I, Gary Locke, Governor of the State of Washington, by
virtue of the power vested in me, hereby order and direct the following
1. Each agency shall develop and implement a program to improve the
quality, efficiency, and effectiveness of the public services it provides
through quality improvement, business process redesign, employee
involvement, and other quality improvement techniques. These efforts
shall be conducted with the assistance of the front line employees.
Employees shall be provided the training to enable them to successfully
implement and complete their efforts in quality improvements. The
establishment and operations of these programs shall include the
involvement of recognized collective bargaining representatives.
2. Upon the effective date of this executive order, each state agency
shall designate a person responsible for improvement of the quality of
the systems and work processes within the agency. That person shall
report to the agency head and serve as the agency's contact for quality
improvement with the Subcabinet on Management Improvement and Results.
3. Each agency shall have a steering committee composed of appropriate
senior management, mid-management, front line staff and support staff
4. Each agency shall identify immediate- and near-term opportunities to
improve services and or reduce costs.
5. Agencies should utilize the tools of strategic business planning and
performance measures to establish their priorities and measure their
progress toward their stated goals. Each agency shall develop
performance measures to assess customer satisfaction, progress toward
accomplishing outcomes specified in agency budgets per RCW 43.88.090 and
necessary to provide feedback on the impact of quality improvement,
employee involvement and management improvement initiatives. Those
agencies which have already begun quality improvement efforts, shall
incorporate the requirements of this executive order into their existing
6. Each agency shall report the results of its quality improvement/employee involvement programs to the Governor on a quarterly basis. The
reports shall specify improved outcomes for public service, efficiency
and effectiveness. The reports may also describe how customer service
and stakeholder satisfaction is measured, methods used to engage agency
employees in the program and how agency business processes have been
changed to improve efficiency, effectiveness and quality.
7. Each agency shall evaluate the results of its quality, service and
management improvement programs including, but not limited to,
leadership, information and analysis, strategic planning, human resource
development and management, process improvement, business results, and
customer focus and satisfaction.
8. Each state agency shall develop a plan for quality improvement that
documents efforts to date and addresses the above areas. These plans
shall be submitted to the Governor no later that July 1, 1997. State
agencies shall document the results of their quality efforts and report
quarterly to the Subcabinet on their progress.
9. The Governor's Council on Service Improvement and Performance shall
be established to advise the Governor on quality improvements. The
membership shall include representatives from the business, labor, media,
and higher education communities and the Governor's Executive Cabinet.
The council shall be chaired by the Governor or the Governor's Chief of
IN WITNESS WHEREOF, I have hereunto set my hand and caused the seal of the State of
Washington to be affixed at Olympia this 30th day of April A.D., Nineteen hundred and
Governor of Washington
BY THE GOVERNOR:
Donald F. Whiting
Assistant Secretary of State
Reviser's note: The typographical error in the above material occurred in the copy filed by the agency and appears in the Register pursuant to the requirements of RCW 34.08.040.