Quality Standards for Highly Effective Government, Second Edition  book cover
1st Edition

Quality Standards for Highly Effective Government, Second Edition

ISBN 9781138482395
Published April 11, 2018 by Productivity Press
110 Pages 5 B/W Illustrations

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Book Description

Quality Standards for Highly Effective Government, Second Edition establishes a "new normal" in government that will ultimately reinvent the practice of democratic government. The principal catalyst for this change will be the adoption of auditable quality standards within every government entity—based on efficiency, effectiveness, and delivered value. Conventional wisdom says that government is not efficient and not effective – but, we are still unsure what works and what is broken in government, where to find some common sense, and where to start to fix it.

The problem sounds huge, but the solution is not all that difficult. Quality science can provide a structure for efficiency and effectiveness, democratic institutions can create consensus goals, and auditable standards can show where these issues exist and to what degree. In addition, it can drive change where it must happen, because if you can measure it, you can manage it.

Auditable quality standards can make these unknowns highly visible and offer a clear scorecard that anyone can follow. They can provide holistic and thorough measurements because they will align with the unique roles and responsibilities at three fundamental levels of leadership in government: (1) Work unit supervisors and managers at the "front line" of government service; (2) chief executives, department directors, and their deputies as "Executive Management" of government agencies, and (3) elected top leadership, as those key officials must define the priorities, outcomes, programs, and budgets.

This book proposes that a focus on efficiency and effectiveness, combined with its defined value, provides the foundation of effective government, and of its audit standard.

In this book, you will learn four necessary strategies that will support the use of these standards including:

  • Creating an imperative for consensus
  • Ending incentives for building bureaucracy
  • Building a safety net for champions of efficiency
  • Making elected representatives accountable for results

This book presents the methods necessary to measure and improve the quality of organizational systems in government, across the board, and on a sustained basis to achieve value, efficiency, and effectiveness -- It is the manifesto and map for government’s future.

Table of Contents


Chapter 1: The Problem and Auditable Quality Standards as Solution

Chapter 2: Quality Science as a Backbone

Chapter 3: The Process Management Standard

Chapter 4: Scoring the Process Management Standard

Chapter 5: The System Management Standard

Chapter 6: Scoring the Systems Management Standard

Chapter 7: The Aligned Leadership Objectives Standard

Chapter 8: Auditable Standards as a Catalyst for the Future

Chapter 9: Three Necessary Strategies

Chapter 10: Necessary Culture and Values

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Richard Mallory, MM, PMP is a principal consultant and Senior Project Manager in government practice for CPS HR Consulting of Sacramento, CA. He is the immediate past Chairman of the American Society for Quality Government Division (2013-2015), and currently chairs its Center for Auditable Quality Standards in Government. Mallory has unique knowledge of government operations obtained as a consultant to hundreds of jurisdictions and agencies around the United States, and as a former Director of the California Department of Housing and Community Development (1997-1998) and the California-Nevada State Director for the U.S. Department of Agriculture (1986-1993). Mallory is a seven-time Examiner for the Baldrige Quality Award, six times for the California State Award and once at the National level. Mallory is author of Quality Standards for Highly Effective Government, and Management Strategy: Creating Excellent Organizations. He holds a Master’s Degree in Management and is a Certified Project Management Professional.


This book will energize a culture in government that is committed to excellence.

  • Ted Gaebler, co-author, Reinventing Government.

This book should be read by policy makers and government executives alike. It provides a common-sense approach for advancing the performance of government agencies and a simple and pragmatic blueprint for improving agency performance.

  • Denzil Verardo, Ph.D., Commissioner, California Senate Commission on Cost Control in State Government

This is an important book which I highly recommend for anyone involved or interested in the effectiveness, efficiency and reliability of government. The concepts in this book should be used to generate a discussion of what government quality standards are, how to measure them, and then how to best audit them.

  • Jerry Mairani, Senior Managing Partner Precipio Management Consulting. Past President and Chairman of the American Society for Quality. ASQ Fellow and Certified Black Belt.