An Important Question ...

We have an important question for you. "Why would anybody undertake a mystery shopping program in their local workforce investment area without a vision and process for continuous improvement?'

Inspecting? Or Helping? ...

Nobody likes to be "inspected." It's not a lot of fun. In fact, it can be pretty scary!

We all know that the inspectors have to find something wrong or it won't look like they are doing a very good job inspecting. And, frankly, most people who work in a one-stop career center can already tell you some of the things that are in need of being fixed. But they don't have the knowledge and resources to fix those systems and activities -- or they would have been fixed already!

The "One Stop Secret Shopper" program transitions mystery shopping from an "inspection" program to a "helping" program that focuses on continuous improvement.

Continuous Improvement Is The Goal ...

We've all heard of continuous improvement before, but truthfully, if we asked most WIB staff members or one-stop operators what the steps in continuous improvement are, very few could answer the question correctly. That.s tragic, and here's are the reasons:

• Continuous improvement is actually a process. It's not an accident or dumb luck. And it doesn't just happen on its own.
• Continuous improvement has definable steps.
• Those steps can be taught and learned.
• They can be used in almost any program or service.
• They work! They really do get results!
• But for those who not know the process, they are left to rely on ... hard work ... accidental improvements ... dumb luck ... and wishful thinking.
• A one-stop team cannot do continuous improvement in its one-stop unless it knows how to do it.
• You have to know the steps and go through the process each time you want to change something to improve it.

Industry knows the process. Industry uses the process. All organizations in your own local community that have received ISO or ANSI certification are already doing what we are talking about here. They are using the continuous improvement process (CIP).

One-Stop Continuous Improvement Process (CIP) ...

We have been blessed to have been part of the quality management and continuous improvement programs for some of the largest corporations in America. These companies are international in scope, enjoying enormous success in their endeavors. Through these projects, our team has benefited by learning the "in's and out's" of how global business organizations do continuous improvement.

We also know the one-stop environment very well. And what we have done is create an original program entitled the "One Stop CIP" (continuous improvement process). It takes the best of corporate continuous improvement and adapts it to the unique environment of America's one-stop career centers.

• The process is simple and straightforward.
• Improvement activities can be planned and implemented quickly and inexpensively by existing members of a one-stop team.
• Improvement activities can focus on any program or service in the one-stop.

When you incorporate the "One Stop Secret Shopper" program in your local area, you will have the opportunity to make the one-stop continuous improvement process an integral part of the fabric of your everyday activities. Just imagine how that could benefit you, your co-workers, and your customers too!