FACILITATION SERVICES (SIN 874-2)

Quality Plus Engineering (Q+E) uses project management as the basic methodology and approach for all Federal assignments and engagements.  The basic organizational unit in most business settings now consists of a ‘project team,’ whether it is the executive team of a Federal agency or a team of workers looking for ways to improve their work processes.  QPE provides facilitation and related decision support services to customers engaged in collaboration efforts, working groups, or integrated product, process, or self-directed teams.  Q+E's expert facilitators know how to help agencies bring teams together and use their diversity and divergent interests to build a constructive advantage using the following technologies:

• Use of Problem Solving Techniques.  Q+E recognizes that data, knowledge, and wisdom reside with process owners.  With the shift to team-based work, problem solving is now often a facilitated process.  Our facilitators apply group decision techniques to assist Federal agencies as they work through difficult problems that fundamentally affect their future.  We use time-proven facilitation and problem solving techniques such as six sigma, brainstorming, FMEA, process control charts, nominal group technique, cause and effect diagrams, risk/control process mapping, focus groups, force field analysis, gap analysis, multi-voting, Pareto diagrams, stakeholder analysis, and team building.
• Defining and Refining the Agenda.  Q+E recognizes that the best solutions are seldom evident in the beginning of a risk management, process improvement initiative, or organizational intervention.  Even the problem itself is usually poorly defined in the beginning.  Our facilitators define and refine the agenda to help client teams begin to define the boundaries or scope of their problems. This technique helps teams explore controversial issues, identify options with pros and cons, develop cost/benefit analyses, select an optimal solution and then further refine and optimize the solution. This is especially useful with teams composed of representatives from agencies with differing perspectives on the nature of the problem and how the problem should be solved.  As projects mature, the team develop communication plans, change order procedures, monitoring mechanisms, closed feedback loop corrective/preventive interventions.
• Convening and Leading Group Discussions.  Q+E facilitators are experienced in planning, convening, and leading group interactions to meet the specific needs of our customers.  Our facilitators remain neutral and focused on the group's objectives. This allows them to keep the group on its intended subject and within the time allotted for each topic. As adjustments to the agenda are needed, our facilitators focus the discussion to ensure best use of the time remaining.
• Resolving Disputes, Disagreements, and Divergent Views.  The Q+E team recognizes that divergent views that becomes distilled and focused are the necessary ingredients for incremental as well as breakthrough problem solving.  Q+E facilitators are able to form consensus approaches for creative problem solving and breakthrough decision-making.  The key to a successful creative process is to focus positive energy and re-direct the negative energy, associated with divergent views, toward creating a shared understanding of these views and then converge on creative solutions. Q+E facilitators use process models such as Integrated Definition (IDEF), root cause analysis, and customer needs analysis to establish a common understanding. We also stress active listening techniques to help disputing individuals understand their differences.  Our goal is always to provide value added services and solutions that enhance agency and departmental performance.
• Recording Discussion Content and Focusing Decision-Making.  Q+E's facilitation team utilizes a number of decision-making techniques to facilitate consensus.  The facilitator records ideas and analysis in real-time on flip charts. These charts are posted on the walls (story boarded) to create a collaborative working area. The recorder captures the discussion content throughout the facilitated session. The recorded discussion is formatted and a draft is presented to participants for review and consensual decision-making.
• Providing a Draft for the Permanent Record.  Q+E facilitators and recorders compile and edit materials from the proceedings into an organized record. This report documents the objective of the session, organizes the materials presented, and summarizes the results. The report provides a clear record of the group's work and can be used as the draft report for the permanent record.
• Debriefing and Overall Planning.  Q+E views debriefing the group's executive sponsor as an integral part of each facilitation and intervention engagement.  This critical activity closes the loop in every engagement.  The debriefing helps maintain the commitment and involvement of the Federal agency's leadership.  In addition, the debriefing and permanent records become an integral part of the overall planning and program management process.