Quality Culture in Government: The Pursuit of a Quality Management Model

The City of Winnipeg Property Assessment Department (WPAD) developed and implemented the Pursuit of Excellence Quality Management System (PEQMS) based on ISO 9001:2000 quality management principles and the client-centered approach to achieving quality principles developed by the Treasury Board of Canada for government services. The quality management system was developed with understanding of the strategic direction provided in the department's vision, mission and values as the foundation for quality management. In other words, the fulfillment of the requirements of the assessment department's quality management system means the achievement of strategic business goals and staff and customer needs. This paper outlines the steps that were taken to design the quality management system, including development of the quality policy, quality objectives, standards and performance targets, measurement tools and necessary documentation, and quality management reporting. Special emphasis is placed on using business process mapping and assigning quality attributes to processes and communicating these quality attributes in form of standards. Clarity is provided on how the quality management system developed complies with requirements for ISO 9001 and how the WPAD has the option of registering with the international standard.