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Anne Gannon,Tax Collector |
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Jennifer Mahoney, Strategic Communication Enthusiast |
March 8, 2010
WEST PALM BEACH - Constitutional Tax Collector Gannon was invited to speak about the organizational changes she’s made at her office at the prestigious international Deming Research Seminar. Held at Fordham University on February 22 & 23, the seminar sessions exemplify how William Edwards Deming’s quality management work is applied in practice.
In the past, the tax collector’s office had a more internal focus than a concentration toward client service. Under Tax Collector Gannon’s leadership the office found a new focus centered on client satisfaction, quality, and process efficiency. The new focus aligns with Deming’s 14 points.
William Edwards Deming is widely credited with improving production in the United States during the Cold War, but is best known for his work in Japan. After World War II, he taught the Japanese how to use statistics to improve product design, sales and service. He introduced the concept that statistics alone won’t keep a company excellent and expanded his work to Deming’s 14 Points – or building an organization with a focus on continuous improvement and quality.
The Tax Collector’s office has implemented numerous initiatives in the past 3 years, which are described as the “Journey to the UnGovernment Experience”. The goal is to create a surprising client experience, far better than what is typically expected from a government office. A few elements of that journey are knowledge based learning process improvement teams, new mission, vision and values, employee in-service training days, measures through a balanced score card, client opinion surveys, simpler internal communication tools (policies in PowerPoint and video training modules). More information about the conference and the tax collector’s initiatives is available on our website, www.taxcollectorpbc.com in the “Press Room” section.
About the Palm Beach County Tax Collector:
The Palm Beach County Tax Collector is a constitutional office that collects and distributes over $3 billion annually in taxes and fees. The Tax Collector's Office:
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