If you haven’t heard yet, Salem-Keizer follows a Quality Assurance Model (QAM) of service. This philosophy of quality customer service, employee-driven solutions to problems, and continuous improvement is now the infrastructure of how we do business. However, based on a survey this past spring, not many of our staff knows this. Further, staff commented that they don’t feel input is valued, that they don’t have a say in how work is done in the district, and they do not feel well informed.

Bring in the office managers!

Who are some of the most connected people in our district? It’s our office managers. That’s why this school year the Management Review Team for the QAM will focus on them. The plan is to communicate directly with office managers, provide them with plenty of information and give them opportunities to provide input. Items like policy changes, new procedures and forms, and changes to procedures will be communicated directly with them.

What’s the best way to do this?

We asked that question of office managers in an online survey a few weeks ago. Based on the input, they want e-mail notices of policy changes as soon as they happen with links and a brief description of what changed. Plus, they want all important information posted on the QAM Web site. In addition, a Management Review Team member will attend the office manager meetings to give updates, answer questions and get feedback. This is just the start of a year-long focus on our office managers to help them better understand the QAM, and ultimately help our entire staff be more informed of how they can help improve the district’s level of service.

For More Information

QAM Web site
Management Review Team (MRT)
 

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