8th Quadrennial Review of Military Compensation
Human Resource Research and Team Facilitation Project
JJA CONSULTANTS provided consulting, training, facilitation, and
research support to the Department of Defense (DoD) 8th Quadrennial
Review of Military Compensation (QRMC) to develop a model for
managing and budgeting for human resources for the Department
of Defense for the year 2000. Our support included performing
comprehensive, applications-oriented research and facilitating
a series of just-in-time team training workshops in the area of
Human Resource Management and Budgeting for the 8th QRMC working
group. JJA CONSULTANTS provided the 8th QRMC team with education
and guidance on the concepts, tools, and techniques being researched
while performing a comprehensive benchmarking and literature search
to define the state-of-the-art in technologies and applications
related to budgeting for human resources. JJA CONSULTANTS' consultative
support also included performing an applicability study and developing
a comprehensive model to incorporate and build on the information
in the literature that would assist the 8th QRMC in applying state-of-the-art
human resource budgeting models to the DoD environment.
Arlington County, Virginia
Business Process Reengineering
JJA CONSULTANTS provided process reengineering consulting services
to the Department of Management and Finance of Arlington County
to develop and validate process maps for accounts payable work
processes, perform comprehensive analysis, and develop recommendations.
This project involved conducting training and technical review
and validation sessions with an internal department team and their
customers to develop flow charts documenting the core accounts
payable processes including processing of payment vouchers, purchase
order payments, journal vouchers, intra-county charges, Section
8, and clearing payroll payments. JJA CONSULTANTS then analyzed
the data collected, and performed comparisons with best practices
and other benchmarks to identify recommendations for process improvements.
Centers for Disease Control
Diversity-Based Organizational Assessment and Training Support
JJA CONSULTANTS provided the CDC-National Center for Chronic Disease
Prevention and Health Promotion (NCCDPHP) with diversity assessment,
leadership engagement, consulting, intervention, performance improvement
services, and training of approximately 1000 employees. As part
of this multi-year contract, JJA CONSULTANTS completed a nationwide
organizational assessment, assisted with the development of a
diversity strategy, developed a customized training curriculum,
provided training and facilitation support for both the Steering
Council and the Diversity Pilot Team, and engaged the entire agency
in the diversity improvement process at all levels.
Centers for Disease Control
Diversity-Based Organizational Assessment and Training Support
JJA CONSULTANTS provided CDC-National Institute for Occupational
Safety and Health (NIOSH) with diversity assessment, leadership
engagement, consulting, intervention, performance improvement
services, and training of approximately 1400 employees. As part
of this multi-year contract, JJA CONSULTANTS completed a nationwide
organizational assessment, assisted with the development of a
diversity strategy, designed a customized training curriculum,
provided training and facilitation support for both the Steering
Council and the Diversity Pilot Team, and engaged the entire nationwide
agency in the diversity improvement process at all levels.
Defense Finance and Accounting Services
Benchmarking of Finance and Accounting Functions
JJA CONSULTANTS worked with the Defense Finance and Accounting
Services (DFAS) to complete a comprehensive, competency based
assessment, benchmarking, and reengineering project for three
high-priority work processes within the organization. JJA CONSULTANTS'
support included development of a customized benchmarking methodology;
selecting, training, and facilitating three internal benchmarking
teams representing agency offices nationwide; facilitating process-based
data collection and process mapping in the areas of accounting,
debt collection, and PIN processing; developing performance measures;
performing public- and private- sector best-practice based benchmarking;
and developing performance improvement recommendations. JJA CONSULTANTS
developed and delivered customized training to a team of 20 organizational
leaders (internal benchmarking champions) and utilized a proprietary
benchmarking data collection process to facilitate data collection
in the six locations through on-site working sessions and teleconferences.
This resulted in the documentation and analysis of over one thousand
process steps and the identification of over a hundred improvement
ideas. JJA CONSULTANTS' work in this area resulted in reengineering,
systems enhancement and improved debt collection capacity for
the entire Department of Defense.
Defense Logistics Agency
Customer Service and Benchmarking Training
JJA CONSULTANTS developed and delivered customized training to
selected components of the Defense Logistics Agency in the areas
of customer service and benchmarking.
District of Columbia Habitat for Humanity
Strategic Planning Retreat
JJA CONSULTANTS facilitated a two-day strategic planning retreat
for the Board of Directors and selected staff of the Washington,
DC Habitat for Humanity (DCHFH). In preparation for the retreat
session, JJA CONSULTANTS interviewed Board Members, developed
a comprehensive agenda, and customized a just-in-time facilitation
and training approach to ensure the success of the retreat. The
JJA CONSULTANTS' team worked with the Board and staff of the DCHFH
to identify strengths and opportunities and develop a comprehensive
plan and strategy for performance improvement.
District of Columbia Water and Sewer Authority
Strategic Planning, Customer Service and Leadership Training
and Consulting Services
JJA CONSULTANTS provided consultation and training support to
DCWASA to assist with the review and enhancement of the Authority's
Strategic Plan, the design and development of a customized leadership
development program, and a customized customer service training
program. In Phase One of the project, JJA CONSULTANTS developed
and deployed a customized methodology and approach that involved
the following steps: development of data collection instruments;
interviews with the Board Chairman, General Manager, and other
Board members; facilitation of a one and one-half day session
with the Board; and the development of a draft and final Strategic
Plan based on the outputs from the working session. This project
culminated in a retreat that engaged local leaders, Board members,
and organizational stakeholders in a team-based intervention to
develop a strategic plan. In Phase Two, JJA CONSULTANTS designed,
developed, and facilitated a customized leadership development
program. The program utilized JJA CONSULTANTS' World-Class Leadership
Competencies products, models, instruments, tools, techniques,
and services, which were customized to the business needs of DCWASA.
The project included research and development of a customized
leadership competency model for DCWASA, based on leadership best
practices research representing public and private sector organizations
with emphasis on the utilities industry. JJA CONSULTANTS is currently
designing and delivering customized competency-based training
and coaching services for all managers and leaders covering each
of the 15 leadership competency areas contained in the Model.
In Phase III of this work for DCWASA, JJA CONSULTANTS developed
and delivered a customized Customer Service training program for
DCWASA. This phase of the project included customer data collection,
design of a customized curriculum, and delivery of the training
to over 250 managers and employees.
Federal Aviation Administration (FAA)
FAA AT-CTI Program Evaluation
For Phase I of this project, JJA CONSULTANTS conducted a review
of the current state of the FAA Air Traffic-Collegiate Training
Initiative (AT-CTI) Program to determine what has been done in
the evaluation of both AT-CTI and non-AT-CTI Program schools.
The review included an on-site Program review session at the Oklahoma
City location and off-site analysis at the contractor's workplace.
Phase II of the AT-CTI project involves enhancing the value of
the AT-CTI Program to the FAA through the development, documentation,
and implementation of a Program Evaluation Model and Process.
The intended outcome of this project is to enhance the business
performance, output, and value of the AT-CTI Program schools through
more effective collaboration, monitoring, sharing of best practices,
and performance modeling throughout the participating schools.
Federal Bureau of Investigation
Leadership Competency Model and Curriculum Development Training
JJA CONSULTANTS provided services to the FBI for the benchmarking
of leadership competency models, development of a leadership development
framework, and design and delivery of selected leadership curriculum
that is an integral part of the achievement of the Bureau's long-term
leadership vision and mission. Deliverables included: an integrated
leadership development framework that represents the expected
levels and cycle of development, training curriculum anchors,
and competency-based leadership curricula to prepare, develop,
monitor, and sustain leaders at each of the designated management
performance levels. The curriculum was developed at six levels;
new agent orientation, supervisor readiness, supervisor development,
mid-manager development, executive readiness, and executive development.
Federal Highway Administration
Process-based Benchmarking Initiative
JJA CONSULTANTS worked with the Federal Highway Administration
Finance and Accounting to complete a comprehensive, process-based
benchmarking effort. The project involved the collection of process
data from the Federal Highway process owner and subject-matter
experts, the documentation of core work processes, the analysis
of the processes, and the collection of public- and private-sector
benchmarking data to compare the operation to best-practices organizations.
Process enhancements were identified and recommendations were
developed to reduce cycle time and enhance quality, productivity,
customer satisfaction, and overall performance.
General Services Administration
Development of Statistical Baseline for Elapsed Time of Acquisitions
This project involved the review and comparison of Federal Agency
contracting options to quantify and statistically baseline the
time savings associated with the utilization of the FSS Multiple
Award Schedule (MAS) and Blanket Purchase Agreement (BPA) methods
of purchasing goods and services. This project also involved collecting
extensive data from FSS MAS and BPA customers and benchmarking
to compare the various purchasing methods to other public and
private sector purchasing options available to GSA customers.
JJA CONSULTANTS performed background research, documented GSA's
FSS MAS processes, developed data collection and sampling plans
to contact a representative sample of MAS customers, and developed
instruments for data collection and benchmarking. JJA CONSULTANTS
then made initial contact with selected GSA FSS MAS customers
to verify participation in the study and performed interviews
to collect baseline data on the customer's MAS acquisition processes.
JJA CONSULTANTS analyzed the data collected, performed research
to determine public-and private-sector best practices, and developed
a comprehensive statistical baseline and predictive model describing
the elapsed times for the selected processes.
Hewlett Packard
Supplier Quality and Performance Excellence
JJA CONSULTANTS provided customer-driven performance excellence
system support for Hewlett-Packard (HP) in the design and implementation
of a customer-driven supplier quality and performance improvement
system. One of JJA CONSULTANTS' areas of support for HP professionals
involved customization of the JJA CONSULTANTS Edosomwan Supplier
Performance Excellence Cycle-2000® (ESPEC-2000®) to the
HP environment, and the delivery of worldwide training and consultative
support to the HP leaders and managers in supplier quality assurance.
Howard University
Quality, Customer Service, and Strategic Planning
JJA CONSULTANTS worked with Howard University over several years
to implement a comprehensive quality and customer-driven performance
improvement process. This work included facilitating several customized
Leadership Strategic Planning Retreats for the Office of the Executive
Vice President and Chief Operating Officer Senior Management Team
at Howard University. These retreats focused on the development
of strategic goals, objectives, and an action plan for implementation
by the leadership team; the development of strategies for building
of a cohesive team through self-assessment, examination, and action
planning in areas related to management style, interpersonal relations,
and teamwork; and the development of new skills, coping strategies,
and tools for managing work environment stress and frustrations
and resolving cross-functional work challenges. Our multi-year
work for the University also included process mapping, re-engineering
and performance improvement support for the Materials Management
Department, the Bursar’s Office, and the Bookstore. As part
of the ongoing continuous improvement effort, JJA Consultants
facilitated monthly quality improvement forums designed to provide
training and development opportunities for all campus functions
participating in Total Quality effort. The interactive forum includes
presentations, videos, team presentations, roundtable discussions
and visits from outside experts and implementors designed to promote
synergism and growth. Under a separate contract JJA CONSULTANTS
also provided customer service training for the Bookstore.
Import/Export Bank
Prevention of Sexual Harassment
JJA CONSULTANTS developed and delivered customized sexual harassment
prevention training for all employees of the US Export-Import
Bank. This project involved customization of the curriculum and
delivery of training to executives, managers, and employees.
Internal Revenue Service
Leadership Development and Executive Coaching Services
JJA CONSULTANTS had a long-term, multi-year, task order based
contract to provide leadership competency training and coaching
support services to IRS executives nationwide as part of ongoing
executive development. JJA CONSULTANTS was responsible for competency-based
curriculum development, training and coaching delivery, and evaluation
of participant learning. The instructional design elements include
instructor-led sessions, exercises, case studies, and developmental
teleconferences. Competency areas for which JJA CONSULTANTS designed
and delivered curriculum including customer service, adaptability,
continual learning, problem solving, and many others. Another
key aspect of the developmental cycle involves customized one-on-one
and group-based mentoring, coaching, training, and development
of internal coaches, and leadership consulting services to selected
groups of executives. The coaching support involved: performing
360º performance assessments; identifying competency development
requirements; preparing development action plans; facilitating
weekly and monthly individual and group-based competency development
and coaching sessions; providing coaching services in partnership
with superiors and subordinates to improve relationships and performance;
performing individual and peer feedback assessments; and other
unique coaching support services. Work under this contract also
included support for the Strategic Human Resources Office in Employee
Satisfaction Planning and other related areas.
Legal Services Corporation
Organizational Assessment of the Office of Information Management
JJA CONSULTANTS supported Legal Services Corporation (LSC) in
the assessment of its Office of Information Management (OIM).
JJA CONSULTANTS reviewed the current functions, staff, structure.
and key deliverables of the OIM, assessed the level of efficiency
and effectiveness with which OIM's products and services were
delivered, and documented strengths, opportunities, and customer-driven
performance gaps with recommendations for optimization of staffing
and structure. JJA CONSULTANTS provided five copies of the assessment
report with recommendations for improving organizational structure
and performance.
National Association for Securities Professionals
Board of Director's Planning Retreat Facilitation
JJA CONSULTANTS facilitated a two-day strategic planning retreat
for the National Association for Securities Professionals Board
of Directors. JJA CONSULTANTS interviewed Board members, planned
and developed the retreat agenda, and facilitated results-oriented
sessions. Outcomes included a new mission statement, organizational
structure, prioritized strategic plan, hiring plan, expected results,
and key roles and responsibilities.
Pennsylvania Department of Transportation
EBAT/Baldrige Performance Excellence System Assessment and
Consultation
JJA CONSULTANTS provided comprehensive Baldrige®-based performance
improvement services to the Pennsylvania Department of Transportation
(PennDOT), the fourth largest transportation system in the United
States, to assist with the transformation to a quality and customer-driven
culture and implementation of performance improvement activities
across the state. JJA CONSULTANTS facilitated several training
and planning retreats for the Secretary of PennDOT and developed
and delivered several customized training packages for the agency
including: Baldrige-based Quality and Performance Improvement
awareness training for teams of executives, managers, supervisors,
and staff; training for EBAT® examiners to support the assessment
process; training for pilot organizations; and Train-the-Trainer/Examiner
courses to support the development of overall self-sufficiency
throughout the Department. JJA CONSULTANTS trained and certified
over 120 internal champions, trained over 20 internal trainer/examiners
(including the entire Executive Team), over 700 managers, 60 gap-closure
specialists, and over 1000 supervisors. This project also included
the introduction of JJA CONSULTANTS Comprehensive Customer Care
Cycle (C4)® product and the ERM® Process Reengineering
Product to the state of Pennsylvania.
Potomac Electric Power Company (PEPCO)
Comprehensive Quality Management and Organizational Transformation
JJA CONSULTANTS has worked with the Potomac Electric Power Company
(PEPCO), one of the largest utility companies in Maryland, providing
comprehensive customer- and quality-driven training and consulting
services to implement a comprehensive Quality Improvement Process
(QIP) throughout the Generation Business Unit. This project involved
providing consultation and facilitation services to the leadership
of PEPCO that defined the requirements for the implementation
of a comprehensive quality management system. As part of this
project the JJA CONSULTANTS' team visited every PEPCO site to
administer on-site surveys to employees of the Generation Business
Unit. The surveys were analyzed and a comprehensive report was
developed and presented to the Quality Management Steering Committee
as part of a facilitated strategic planning and training session.
JJA CONSULTANTS also worked with the quality executive to facilitate
the development of a customer-driven, future quality improvement
model for PEPCO that defined the requirements for the implementation
of aspects of a comprehensive quality management system. Our model
included the essential elements for organizational redesign, customer
satisfaction, workforce empowerment and development, process reengineering,
and the implementation of effective quality improvement systems.
JJA CONSULTANTS facilitated numerous working sessions with a senior
management working group to gather process, customer, and employee
input for the quality model. The model was then documented by
the JJA CONSULTANTS team and presented to management for implementation.
South Florida Water Management District
Release of Reservation Process/Cost Analysis
JJA CONSULTANTS reviewed and evaluated the process and costs associated
with the current South Florida Water Management District (SFWMD)
Release of Reservations, Transfer and/or Release of Rights Process,
and Non-Use Commitments, and provide recommendations for a more
cost-effective approach. The deliverables for this project include
a process flow analysis, a cost analysis, an analysis of the fee
structure, and recommendations for outsourcing. In Phase II, JJA
CONSULTANTS provided support for further development of enhancements
and implementation of selected process improvements for the Release
of Reservations process, to include refining recommendations,
designing solutions, and providing support for implementation
of improvements.
South Florida Water Management District
South Florida Water Management Reengineering and Benchmarking
Project
This was a contract vehicle with the South Florida Water Management
District (SFWMD) that was designed to allow JJA CONSULTANTS to
assist District organizations in the implementation of enterprise
reengineering. JJA CONSULTANTS was working with the Enterprise
Reengineering Office to perform a comprehensive assessment, benchmarking,
and outsourcing study for the Management Services department (MSD).
The SFWMD MSD is responsible for providing Finance, Accounting,
HR, Facilities and Operations Management, Risk Management, and
Flight Operations Management to the entire SFWMD. The outcomes
of the assessment had to take into consideration and be effectively
aligned with the programmatic restructuring currently underway
in the SFWMD. As a result, JJA CONSULTANTS incorporated into all
elements of the project an understanding of the mission, vision,
and objectives of the new programmatic structure. The assessment
focused on reviewing key elements of organizational management
and performance including staffing levels, organizational structure,
process flows, performance measures, efficiency and effectiveness,
staff utilization, customer service, and value-added performance.
JJA CONSULTANTS utilized interviews and customized tools approaches
and techniques to perform the assessment. Opportunities for improvement
in organizational performance were identified and recommendations
for restructuring, right-sizing, mission alignment, training and
performance measurement, and cost reduction were identified. JJA
CONSULTANTS also identified non-value-added work processes through
process reengineering and performed a comprehensive benchmarking
study to compare MSD performance with similar operations nationwide,
identifying strengths and improvement opportunities. JJA CONSULTANTS'
recommendations were implemented and we supported the implementation
process through executive consultation and counseling. The SFWMD
environment is diverse, multi-racial and multi-cultural and the
JJA CONSULTANTS team addressed sensitive issues and provided support
to the resolution of relevant issues.
State of Washington
Organizational Quality Improvement / Training Services
JJA CONSULTANTS held a task-order based contract with the State
of Washington to assist the entire state of approximately 117
agencies in the implementation of continuous performance improvement
and team-based transformation. As part of this multi-million dollar
contract, JJA CONSULTANTS worked with the entire State of Washington
to develop, deliver, and license a comprehensive, customized training
curriculum for use by over 60,000 state employees. JJA CONSULTANTS
customized the curriculum and all materials, delivered participant
level and Train-the-Trainer courses, and certified trainers from
selected government agencies around the State. Over 35 facilitators
were trained and certified statewide. In addition to this curriculum,
the firm provided a full spectrum of organizational development
services-including consultation, training, facilitation, and benchmarking
services to small, medium, and large state agencies such as the
Office of Financial Management, State Lottery, State Park, State
Patrol, Department of Personnel, Board of Industrial Insurance
Administration, Department of Social and Health Services, and
the Department of Corrections. Support included working with the
leadership of these organizations to design and implement customized
interventions focusing on customer service, strategic planning,
performance measurement, reengineering, and team building. As
part of this work, JJA CONSULTANTS designed and delivered customized
training and facilitated workshops for several thousand State
employees in all aspects of performance improvement including
customer service, strategic planning, performance measurement,
reengineering, and team building.
US Department of Agriculture
Review of Multicultural Workforce Initiatives
JJA CONSULTANTS provided consulting services to the USDA Forest
Service to perform a program evaluation and critical review of
their Service-wide Initiatives, inclusive of the Multicultural
Workforce Strategic Initiatives (MWSI) program, Capacity Building
/ Outreach Grants Program, and Centers of Excellence. The JJA
CONSULTANTS team evaluated the performance of the programs and
developed improvement recommendations, which were compiled in
a comprehensive Program Evaluation Report. Each of the 27 programs
were evaluated and assessed in the following five areas: (1) Structure,
staffing, resources, and overall management of the strategic initiatives
and related programs; (2) Roles and responsibilities by the Civil
Rights organization, the HR functions and program stakeholders;
(3) Deployment and Integration of Strategic Initiatives and other
related programs; (4) Program accomplishments, effectiveness,
and development of future program performance measures; and (5)
Impact on entry-level recruitment and hiring. The Program Evaluation
Report contained program profiles, key findings including benefits
and return on investment, recommendations encompassing four levels
of the organizational structure, identification of high-performing
programs, and next steps. JJA CONSULTANTS also provided, as follow-up
support to this project, a profile of the MWSI program's contributions
to the Forest Service, which included success stories from the
program.
US Department of Agriculture Forest Service
Civil Rights
JJA CONSULTANTS provided multi-year support to assist the USDA
FS with consultative support for the development and delivery
of comprehensive court-ordered responses for two civil rights-related
Settlement Agreements. The support includes providing executive-level
consultation and programmatic support; facilitating sessions with
the regional leadership team, program managers, and vendors to
develop status reports, performance plans, and court-ordered responses;
overall project management including workplans, schedules, document
outlines, structure, and analysis to develop and edit the content;
and development of the final court-ordered documentation inclusive
of appendices. Court-ordered progress reports were required every
six months on both the Women's and Hispanic Settlement Agreements.
US Department of Agriculture Office of Administration
Teambuilding, Diversity Strategic Planning and Performance
Improvement
JJA CONSULTANTS has worked with the U.S. Department of Agriculture
(USDA) to perform a variety of services including facilitating
a leadership retreat for the USDA Office of Civil Rights, and
facilitating a teambuilding session USDA Department of Administration
Office of Civil Rights and the Human Resources Office. JJA CONSULTANTS
worked with the leadership to design and facilitate a team building
session focusing on identification of roles, responsibilities,
areas of overlap, and developing recommendations for improving
team-based performance. JJA CONSULTANTS also supported the USDA
agency-wide Diversity Council with teambuilding, facilitation
support, and development of the Council’s strategic plan
and budget allocation process. JJA CONSULTANTS also worked with
the USDA Office of Outreach to complete a comprehensive assessment,
team-based training, and implementation of a new organizational
structure for the USDA Office of Outreach. This study involved
internal and external data collection, customer satisfaction surveys,
benchmarking, and analysis to determine the structure and operational
framework required to effectively deploy a national level outreach
effort for the Department. The project also involved training
and facilitation of internal teams for implementation support,
facilitation of a national project leaders’ conference, and
development and delivery of a comprehensive training package.
US Department of Agriculture Office of Outreach
Organizational Assessment and Restructuring. Process Analysis
and Reengineering
JJA CONSULTANTS worked with the US Department of Agriculture (USDA)
Office of Outreach to complete a comprehensive assessment of the
USDA Office of Outreach organizational structure, staffing levels,
work processes and selected customer services. This study consisted
of internal and external data collection, customer satisfaction
surveys, benchmarking, and analysis to determine the structure
and operational framework required to effectively deploy a national
level outreach effort for USDA. The project also involved facilitation
of a national project leaders’ conference to collect input
and insight on outreach issues, and develop improvement strategies.
The work included data collection, benchmarking and analysis,
development of a new organizational structure, facilitation of
a comprehensive team-based implementation effort, workshop facilitation,
development and delivery of a comprehensive training package.
JJA CONSULTANTS also audited the work processes and procedures
of the 2501 grants program that awards grants for the provision
of technical assistance and training to under-represented populations,
and developed improvement recommendations.
US Department of Commerce, NTIA
Technology Operations Program Project Survey, Analysis, and
Report
JJA CONSULTANTS conducted a comprehensive study of grant projects
funded by the National Telecommunications Information Administration
(NTIA) under the Technology Operations Program to identify the
effects and impacts that funded projects were having at the local
level, over the longer term, and at the national level, on the
achievement of agency objectives to expand new technologies to
underserved populations. The study involved the administration
and analysis of a comprehensive survey of all relevant grantees;
the analysis of data; and the development of a comprehensive report
of results for distribution at the national level. JJA CONSULTANTS
supported this client for over two years to perform the program
evaluation and analyses and provide recommendations for program
enhancement.
US Department of Energy
Comprehensive Quality Transformation and Baldrige-based Quality
Award System
JJA provided technical support, consulting, training, facilitation,
survey design and supporting products for the U.S. Department
of Energy in support of various quality, technology and performance
improvement-related efforts beginning in 1995. JJA provided consultative
leadership, guidance, facilitation and support to DOE in the structure
and process of initiating an organization-wide quality award.
Our consulting services included the design, development and deployment
of a comprehensive framework and methodology for a national quality
award recognition and improvement process, managing cultural change,
and obtaining support from all DOE sectors nationwide. Our consultative
support to DOE also included supporting the design and selection
of awards, public relations and promotion of the program and awards
ceremony structure. Our facilitation and training support included
facilitating a one-week comprehensive training and applicant evaluation
program for examiners and senior examiners which involved designing,
developing and delivering customized training to over 50 DOE Quality
Award examiners and senior examiners and facilitating the examiner
and senior examiner teams through a process of evaluating and
scoring over 100 award applications. JJA also selected, trained
and facilitated a team of independent judges to ensure unbiased
and objective recommendations for the winners for the 1995 and
1996 DOE Quality Awards. JJA custom-designed a series of supporting
products for the program, including prework packages, training
materials, surveys, applicant evaluation instruments and worksheets,
reporting forms, judges evaluation criteria and work forms. As
part of this project, JJA designed and administered a four-level
survey nationwide to selected representatives of the 40,000-person
DOE complex. The survey results were presented to DOE management,
examiners, senior examiners, and representatives of DOE departments
and customer groups in a JJA-facilitated forum where the results
were used as a basis for identifying and prioritizing process
improvement actions and for developing a strategic improvement
plan. As part of the improvement strategy for 1996, JJA designed
and managed comprehensive communication databases and a process
of cascading award information throughout DOE. We also initiated
innovative strategies in 1996 such as an Energy Quality Award
Newsgram to ensure timely communication of program information
throughout the DOE community.
US Department of Justice Immigration and Naturalization
Customer Service Transformation
The JJA CONSULTANTS team provided consulting, training, facilitation,
and product support services to the Immigration and Naturalization
Service (INS) in response to President Clinton's Executive Order
12862 on Customer Service. The consulting component of this project
included a comprehensive review of the INS requirements, mission,
vision, previous work in customer service, and other available
information. The data and information gathered was utilized by
JJA CONSULTANTS to assess the requirements related to customer
service and develop a strategy for a nationwide INS Train-the-Trainer
program. JJA CONSULTANTS then designed, developed, and delivered
a comprehensive quality and customer service Train-the-Trainer
course designed to support all aspects of INS operations and personnel,
including records, exams, service, detention, and border patrol
officers and managers. JJA CONSULTANTS also provided executive
support to the Office of Policy Planning in the planning, measurement,
follow-up, and roll-out of the quality and customer service training
initiative across INS. This series of courses was highly successful
and is being considered for placement in the INS training academy.
US Department of Treasury Bureau of Engraving and Printing
Organizational Assessment and Restructuring
JJA CONSULTANTS provided services to assist the Bureau of Engraving
and Printing (BEP) with the implementation of an organizational
study of the Office of Human Resources Operations (OHR) and the
development of a strategic business approach and performance measures.
JJA CONSULTANTS provided consultation and guidance to the OHR
executive team to conduct a comprehensive organization and process
assessment and to develop best practice-based options for an optimized
organizational structure and business approach in order to improve
process efficiency and effectiveness. The JJA CONSULTANTS' team
conducted interviews, facilitated focus groups, data reviews,
and process mapping, and developed best practice-based performance
measures for OHR. JJA CONSULTANTS provided a comprehensive report
articulating the expectations of the OHR including performance
standards by job and function and performance improvement recommendations
including systems automation, balanced performance scorecard,
and process reengineering activities.
US Department of Veteran's Affairs
Diversity Curriculum Design
JJA CONSULTANTS designed and developed a customized Diversity
Management core curriculum for executives, managers, and champions
with Veteran's Affairs. This project involved facilitation of
a stakeholder intervention to determine and prioritize a set of
customized diversity competencies and to gather input on the curriculum,
and then use the input from that session to develop curriculum
outlines for courses at each level.
US Environmental Protection Agency
Executive Development
JJA CONSULTANTS provided services to the Environmental Protection
Agency (EPA) to support EPA's Senior Executive Service (SES) Candidate
Development Program. Our work involved utilizing our extensive
knowledge of leadership core competency assessment and leadership
development to support the design and implementation of an objective,
competency-based leadership qualifications evaluation framework,
process, and set of assessment instruments based on the OPM leadership
competencies. JJA CONSULTANTS then deployed the framework, process,
and instruments to assess, rate, and rank over 650 SES candidates,
and assisted with the selection of qualified candidates for participation
in their top-ranked SES Candidate Development Program.
US Information Agency (USIA)
Restructuring, Reorganization and Staffing
USIA was in the midst of a transformation process focused on organizational
restructuring in the face of a severely contracted budget, diversity
and morale issues. JJA performed an assessment of the organization's
approach to service provision, process improvement, performance,
and human resource management using employee surveys and focus
group sessions designed to provide feedback on the current status
of the organization and to identify opportunities for improvement.
The deliverable was a transformation plan and recommendations
for staffing, organization structure, customer satisfaction management,
training, and employee empowerment made by the JJA team to senior
management. One of the recommendations was to implement transformation
teams to further refine the organizational structure and re-engineer
work processes. USIA implemented this recommendation and retained
JJA to design and deliver a customized, three-day course for the
transformation implementation teams.
US Navy
High-Level Work System and Process Assessment
JJA CONSULTANTS provided consulting, facilitation, and training
services to the U.S. Navy Fleet and Industrial Supply Center (FISC),
Detachment Washington. The consulting support provided by JJA
CONSULTANTS included a comprehensive review of the U.S. Navy postal
and mail handling facility and customer mailroom operations. Our
consulting services focused on defining stakeholder requirements
and performance improvements through surveys, completing business
process and work systems review and re-engineering, and developing
product and service quality improvement recommendations, resulting
in workforce productivity and efficiency. Our team performed on-site,
operational reviews of primary, secondary, and auxiliary work
processes, quality control procedures, technological capabilities,
system effectiveness, workflow, and material handling procedures.
JJA CONSULTANTS' survey and facilitation support focused on conducting
interviews, administering surveys, and facilitating focus group
meetings with key personnel to document current performance factors,
employee issues, and sources of variation in work processes. JJA
CONSULTANTS also facilitated team-based brainstorming sessions
that focused on obtaining ideas and solutions from U.S. Navy teams
related to the postal operation's key challenges and performance
problems. The key deliverables and outcomes resulting from the
analysis of process and performance data collected for this project
included, but were not limited to, a comprehensive performance
improvement report containing (1) over 50 recommendations for
improving U.S. Navy postal operations; (2) comprehensive process
documentation focusing on primary, secondary, and auxiliary work
process improvements; (3) team-based solutions strategies for
improving the quality of products and services to U.S. Navy postal
customers, suppliers, and process owners; (4) instruments, tools,
and methodologies that could be utilized by the U.S. Navy to conduct
similar future business process reviews; (5) intervention strategies
for improving staff morale and job satisfaction; (6) cost reduction
opportunities and sources of non-value-added operations; and (7)
a performance improvement briefing package to assist the U.S.
Navy in communicating the recommended improvement strategies and
incorporating them into future strategic plans and automation
strategies. Other long-term benefits of the deliverables from
this project include consolidation of postal operations and processes
for cost reduction, improvement in performance, customer satisfaction,
and competitiveness.
USDA Forest Service Office of Civil Rights
Employment and Program Compliance Assessments, Support with
MD-715 and Chief's Report, and Class Action Support
JJA CONSULTANTS provided multi-year consulting support to the
USDA Forest Service Office of Civil Rights in conducting oversight
and support of the agency's response to several EEO Class Action
suits. Our work has involved the review and analysis of court
documents and Settlement Agreement provisions, development of
response activities, analysis, advice, and counsel on the informal
complaints process, and the development of oversight plans. JJA
CONSULTANTS is also working with the USDA Forest Service (FS)
Office of Civil Rights to complete ongoing Employment and Program
Compliance Reviews across the country to assess the quality of
employment, recruitment and retention policies, practices, processes,
and procedures of the various FS regions. The focus of the assessments
is to determine the adequacy, consistency, impact, and level of
compliance of the organizational unit with federal laws and regulations.
JJA CONSULTANTS has developed and implemented a customized quantitative
and qualitative approach to data collection at the region, site,
and forest levels, engaging employees and stakeholders in on-
and off-site data collection, site reviews, and surveys, focus
group sessions, teleconferences, and interviews with key personnel.
Collected data is analyzed and evaluated utilizing a customized
set of criteria aligned with federal laws and guidelines which
results in a score, providing a quantitative baseline of results
that is consistent and comparable across the Agency and suitable
for benchmarking across the federal government. JJA CONSULTANTS
also provides a detailed report of results that includes recommendations
for Titles VI and VII program and employment compliance enhancements.
Assessments have been completed for sixteen sites. JJA CONSULTANTS
also provides consulting support to the USDA Office of Civil Rights
in several areas including the development of the Annual Forest
Service Civil Rights Performance Plan (Chief's Report) in 2005
and 2006, and the development of the USDA FS' response to the
EEOC's MD-715 reporting requirements in 2004 and 2005. This work
was extremely successful, resulting in earning the Agency outstanding
ratings from the USDA and the EEOC.
Washington Gas
Quality and Customer-Driven Transformation Support
JJA CONSULTANTS provided EBAT®-based quality consulting, training,
and facilitation support to Washington Gas, one of the largest
utility companies in the State of Virginia, in the implementation
of an organization-wide transformation to a quality- and customer-driven
culture. JJA CONSULTANTS' work involved a comprehensive assessment
of organizational performance and the facilitation of the executive
team in the development of a strategic, tactical, and operational
deployment plan to guide the transformation process. JJA CONSULTANTS
provided recommendations as to the structure, communication, and
management of the transformation process. Following this executive
level support, JJA CONSULTANTS also provided ongoing executive
consultation services to the Vice President charged with program
implementation and assisted with the implementation of the strategic
plan at all levels. As part of this ongoing effort, JJA CONSULTANTS
facilitated a variety of quality assurance teams tasked with reengineering
primary work processes at Washington Gas. JJA CONSULTANTS provided
team guidance and training on its comprehensive approach to quality
assurance and control, and worked hands-on with the teams to customize
and implement the tools and techniques required to achieve results.
The projects were completed on an aggressive time schedule in
an environment that required priority management and change management
strategies. The results of JJA CONSULTANTS' support included cultural
transformation, successful strategic plan deployment, and measurable
improvements in customer satisfaction and waste reduction, including
elimination of non-value-added activities across the organization.
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