Government Agency Improves Accuracy Of Quality Reviews By 19% With GLSS
Home » Case Study » Government Agency Improves Accuracy Of Quality Reviews By 19% With GLSS
Canada
Government
Operations
19%
- The problem: A government agency in Ontario faced a significant challenge: quality reviews conducted by managers lacked consistency and accuracy. Only an average of 75% of their quality reviews were accurate, with some going as low as 40%.
- Determined to fix these issues, the organization partnered with GLSS Green Belt Training & Certification. Their expertise in Lean Six Sigma provided the structured approach needed to improve accuracy to an average of 89%—a 19% improvement.

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Government agencies often operate under the dual pressure of meeting high public expectations and maintaining efficient internal processes. Ensuring that teams receive fair and accurate feedback is critical to achieving both operational success and employee satisfaction. One agency in Ontario faced a significant challenge: quality reviews conducted by managers lacked consistency and accuracy.
The agency discovered that only an average of 75% of their quality reviews were accurate, with some going as low as 40%. This inconsistency caused confusion among employees, hindered performance improvements, and left critical issues unresolved. Without actionable feedback, employees were unsure of their progress, leading to drops in morale and productivity.
The impact extended beyond individual teams. Flawed reviews created inefficiencies that jeopardized the agency’s ability to deliver reliable public services. Leaders realized that improving the accuracy of quality reviews was not just an internal matter but an essential step to maintaining the agency’s overall effectiveness. The agency chose GLSS Green Belt Training & Certification to provide a structure and innovative methods to address the problem.
Utilizing GLSS analysis methods, two primary factors contributing to the problem were revealed.
- Lack of Standardized Guidance: Managers had no clear framework or definitions to guide their quality reviews, leading to varying interpretations and inconsistent evaluations.
- Minimal Collaboration: Without calibration sessions to align standards across departments, managers applied different criteria, further complicating the review process.

To tackle these challenges, the agency used the GLSS Training & Certification to implement targeted improvements:
- Developing a Guidance Document: GLSS helped create a comprehensive guide that outlined clear definitions, examples, and procedures for conducting quality reviews. This document served as a consistent resource for managers, eliminating confusion and ensuring uniformity.
- Introducing Calibration Sessions: Regular group calibration sessions were established. These sessions provided a platform to discuss quality standards, align expectations, and practice applying the newly developed framework.

The results were both immediate and impactful. Within just a few months, the agency saw the accuracy of quality reviews jump from 75% to 89%, a 19% improvement. Managers expressed increased confidence in their ability to deliver meaningful evaluations, and employees reported receiving clearer, more actionable feedback.
These changes not only improved individual performance but also fostered a culture of collaboration and continuous improvement within the organization. As more managers adopted the guidance document and participated in calibration sessions, the agency anticipated even greater gains in accuracy and efficiency.

with GLSS
This project highlights the power of GLSS Training & Certification’s innovative instructional design and content. By completing projects alongside training, the agency applied their learning in real time to create measurable, rapid, and meaningful results. By addressing the root causes of the problem, GLSS provided the agency with practical tools and strategies to transform its quality review process.
With a standardized framework and improved collaboration in place, the agency is now equipped to handle future challenges with confidence. Employees benefit from consistent and constructive feedback, while managers have the resources to support their teams effectively.
GLSS’s tailored approach not only resolved immediate issues but also positioned the organization for long-term success, ensuring it continues to deliver efficient, exceptional service to the public.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.

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