2. “SCI moving forward
in the 21st Century
using technology,
innovation, and old
fashioned hard
work”
3. Develop a greater understanding of:
• USDA culture
• SCI Division organization, quality
policies, and procedures
• How effective use of Human Resources
results in the realization of Agency and
Division goals
Course Goals
4. • Eight areas of instruction
• Interactive
• Scenario based
• Action planning
• End of course evaluation
Course Overview
5. • Follow ground rules
• Be on time
• Participate
• Self evaluate
• Be considerate of others
• Have fun
Course Expectations
14. Director
Lorenzo A. Tribbett
Business Development &
Recruiting Coordinator
John Lund
Special Assistant
Dana Stewart
Program Specialist
Nicolette Hammond
Associate Director,
Inspection Operations
N. W. “Chip” Taylor
Manager, Eastern Region
Bill Madara
Associate Director,
Inspection Services
Randle A. Macon
Manager, Central Region
Valerie Kuhl
Manager, Western Region
Chief, Federal-State
Management Branch
David Markwardt
Chief, Audit Services Branch
Ken Petersen
Chief, Contract Services Branch
Richard Boyd
Chief, Standardization Branch
Robin Chilton
Chief, Training &
Development Branch
Rupert G. Richards, Jr.
Specialty Crops Inspection Division
15. Lorenzo A. Tribbett
Director
Randle A. Macon
Associate Director
Inspection Services
N. W. “Chip” Taylor
Associate Director
Inspection Operations
Specialty Crops Inspection Division
16. Ken Petersen
Audit Services
Richard Boyd
Contract Services
Robin Chilton
Standardization
Rupert Richards
Training
Inspection Services
Dave Markwardt
Fed/State
Valerie Kuhl
Central Region
Bill Madara
Eastern Region
Vacant
Western Region
Inspection Operations
17. October 2012
The Fresh Products Division
and
Processed Products Division
merged to form the
Specialty Crops Inspection Division
becoming the
largest division within the
Agricultural Marketing Service
History
19. AMS Mission Statement
Facilitate the strategic marketing of U.S.
agricultural products in domestic and
international markets, while ensuring fair
trading practices and promoting a
competitive and efficient marketplace to
the benefit of producers, traders, and
consumers of U.S. food and fiber products.
20. AMS Vision Statement
A marketing system that quickly and
efficiently moves wholesome, affordable
agricultural products from producers and
traders to markets.
21. Support the global specialty crops market
by collaborating with the agricultural
community to provide trusted, impartial,
prompt, and accurate quality assurance
and food safety verification services.
SCI Division Mission Statement
22. SCI Division Vision Statement
Anticipate customer needs, exceed
customer expectations, and deliver our
services to the global market place through
an efficient team of experienced and
impartial quality and food safety auditing
professionals.
23. SCI Division Quality Policy
Deliver quality assurance and food safety
solutions to the food industry that exceed
customer expectations, fulfill statutory
requirements, and maintain customer
confidence by involving all staff in
continuous process improvement.
24. • Independence and
objectivity
• Customer service
• Accountability
• Honesty and integrity
• Fairness
AMS Values
“Standards of Behavior”
25. We act independently and objectively
to create trust in our programs
and services for individuals and
businesses, throughout the
agricultural marketing system.
Independence & Objectivity
31. QMS Overview
The Division’s QMS is an
integral part of how we
operate, and is essential in
assuring the delivery of
uniform, high quality
services to our customers.
42. • The USDA has over 100K employees under the
leadership of Secretary Thomas Vilsak. The SCI
Division falls within the Agriculture Marketing Service
led by Ann Alonzo.
• The Specialty Crops Inspection Division’s Director is
Lorenzo A. Tribbett. It was formed in 2012 by
combining the Fresh and Processed Products
Divisions, and is the largest division in AMS with over
1,500 employees.
• The AMS and SCI Division mission and values
pledge objective, professional, trusted, impartial,
prompt, and accurate services to everyone in the
global agricultural community.
Lesson Wrap Up
43. • SCI Division’s Senior management values all
employees, upholds agency principals, and relies on
input from all customers to meet the needs of the
agricultural community.
• SCI Division’s Quality Management System is an
integral part of the Division’s operation, and is
essential in assuring the highest quality services for
our customers.
• Your skills in communication, dedication to customer
service, honesty, and compassion coupled with
knowledge and application of procedures, are crucial
assets to the Division.
Lesson Wrap Up
SAY:
The first two objectives for this lesson are to:
Describe the Specialty Crops Inspection (SCI) Division mission, vision, and quality policy.
Explain Agricultural Marketing Service (AMS) values.
Title – Lesson 1: SCI Division Overview
Objective – Understand key elements of the SCI Division
References –
Time Allotted – 1 hour
Instruction Method –
Classroom lecture
Prepared By – D. Pompilio
Reviewed By – N. DiProspero
Current Version – 2014-11
Previous Versions – 2014-06
Accepted for Delivery by:
Training Branch –
Materials Needed (in addition to slide handouts)
USDA, AMS and SCI Division Organizational Chart handouts
Action Planning guide
SAY:
The first two objectives for this lesson are to:
Describe the Specialty Crops Inspection (SCI) Division mission, vision, and quality policy.
Explain Agricultural Marketing Service (AMS) values.
http://www.usda.gov/wps/portal/usda/usdahome?navid=USDA_ORG_CHART
This is a handout, yes? Circled where AMS is in the grand scheme of things…
What are those distracting numbers in the lower right of each box? Can we get rid of them?
I can’t get into the box to add “A.” to Lorenzo’s name!
SAY:
There were compelling reasons for the merger of Fresh and Processed Products Divisions.
ASK: Can anyone offer a reason?
Possible Answer: To operate as efficiently as possible to remain a good value to its customers.
Notes:
Extracts from USDA blog, New Vision Means Better Inspection Services for Fruits and Vegetables. Posted by Lorenzo A. Tribbett, Director, AMS Fruit and Vegetable Program SCI Division, on January 9, 2013 at 3:50 PM:
Exceptional grading, standardization and auditing services are the benchmarks that were set by USDA’s Fresh and Processed Products Divisions.
Now, USDA’s Agricultural Marketing Service (AMS) has merged the two divisions into one unit that provides the same excellent service.
The new division is part of USDA’s continued effort to operate as efficiently as possible to remain a good value to its customers.
In the future, all grading and auditing employees may be cross-trained so they can conduct inspections of both fresh and processed products. By sharing knowledge throughout our workforce like this, the new division will be more agile and responsive to our customers’ needs.
SAY:
The Agricultural Marketing Service – AMS – has identified critical values to meet its mission and vision. Let’s talk about those now.
SAY:
A mission statement is a written declaration of an organization's core purpose. The focus normally remains unchanged over time. Properly crafted mission statements:
Serve as filters to separate what is important from what is not;
Clearly state which markets will be served and how; and
Communicate a sense of intended direction to the entire organization.
A mission is different from a vision in that the former is the cause, and the latter is the effect; a mission is something to be accomplished, whereas a vision is something to be pursued for that accomplishment.
The AMS and SCI Division mission and vision statements were crafted and documented in alignment. Let’s look at each, starting with AMS’.
SAY:
Here is the AMS Mission Statement:
Facilitate the competitive and efficient marketing of agricultural products.
ASK:
Does the AMS mission statement fulfill the criteria of a good mission statement? Why or why not?
SAY:
Next let’s look at the AMS Vision Statement.
SAY:
Now let’s look at the AMS Vision Statement:
A marketing system that quickly and efficiently moves wholesome, affordable agricultural products from producers and traders to markets.
Do you think the AMS vision statement articulates something to be pursued for the accomplishment of the AMS mission statement? Why or why not?
SAY:
Earlier, we said that a mission statement is a written declaration of an organization's core purpose, and it should:
Serve to separate what is important from what is not;
Clearly state which markets will be served and how
Communicate a sense of intended direction to the entire organization
SAY: The SCI Division mission statement reads:
Support the global specialty crops market by collaborating with the agricultural community to provide trusted, impartial, prompt, and accurate quality assurance and food safety verification services.
ASK:
Do you think the SCI Division mission statement fulfills all that criteria? Why or why not?
SAY:
Remember, a mission is different from a vision in that the former is the cause and the latter is the effect; a mission is something to be accomplished whereas a vision is something to be pursued for that accomplishment.
SAY: Here is the SCI Division vision statement:
Anticipate customer needs, exceed customer expectations, and deliver our services to the global market place through an efficient team of experienced and impartial quality and food safety auditing professionals.
ASK: Does the SCI Division vision statement align with and support AMS’s? Why or why not? (Allow participants a minute to refer to their Participant Guides.)
SAY:
SCI Division’s quality policy is clear:
“Deliver quality assurance and food safety solutions to the food industry that exceed customer expectations, fulfill statutory requirements, and maintain customer confidence by involving all staff in continuous process improvement.”
ASK:
Do you think the SCI Division Quality Policy supports its mission and vision statements? Why or why not?
SAY:
Here are the AMS values. We’ll discuss each one more in depth.
Independence and Objectivity
Customer Service
Accountability
Honesty and Integrity
Fairness
ASK:
What is the link between values and standards of behavior?
Possible answer: Our behavior is based on our values.
SAY:
AMS Value Independence and Objectivity: “We act independently and objectively to create trust in our programs and services for individuals and businesses throughout the agricultural marketing system.”
Here’s an example:
Inspector Katniss Everdeen is an employee out of the San Antonio, Texas Office. When not working for USDA, she is employed by an accounting firm that does bookkeeping for The Capital Fruit Company, which is a peach canning company. Ordinarily, Katniss works on the market grading fresh tomatoes and has no interactions with The Capital Fruit Company while she is working for USDA. However, Katniss is eager to learn new things and is learning to grade processed fruits and vegetables. There is a possibility that Katniss may be assigned to The Capital Fruit Company to grade canned peaches. Can she?
Answer: No. Because of Katniss’ outside employment with the accounting firm that does bookkeeping for The Capital Fruit Company, she should not be assigned to that plant. A reasonable person could conclude that Katniss could/would not be objective as her financial interests are connected to The Capital Fruit Company.
SAY:
AMS Value Customer Service: “We provide prompt, accurate, and technically competent services to our customers.”
Here’s an example:
The following was received from a company for which we provide inspection service:
I would like to personally thank you for the customer service and responsiveness provided by your staff. Our primary auditor, Sheldon Cooper, who frequently supports our facility during our vitamin fortified production, jumped through hoops for us to schedule a 3rd inspection for us in the current cycle where he would have usually only had to provide us with one inspection call. Although we do pay for this service, it is significant to me that Sheldon went above and beyond to contact me to help us arrange the inspection.
Thank you again for your partnership and we do appreciate the quality service that you provide to our facility to ensure that we meet the needs of our customer.
SAY:
AMS Value Accountability: “We provide prompt, accurate, and technically competent services to our customers.”
Here’s an example:
Walden Schmidt is the OIC in Yakima, WA where office hours are 6:00 am to 2:30 pm Monday through Friday. One Friday afternoon Walden was alone in the office working late to finish up some paperwork. At 3:00 he received an urgent phone call to perform an inspection on a suspected frozen load of fresh sweet cherries. The applicant claimed that the cherries had a recorded temperature of 26 degrees F in the trailer, and there were ice crystals on some of the cherries. He did not have the trailer unloaded. Walden had a function to attend after work, but went ahead and performed the inspection himself. He ended up being late for his function, but considered this a small price for customer trust and loyalty.
SAY:
AMS Value Honesty and Integrity: “We maintain honesty and integrity in our programs and ourselves.”
Here’s an example:
Olivia Pope inspected a load containing 2,840 cartons of mangos for CYB Produce at LA Market, which failed to meet USDA grade No. 1. Ms. Pope stated that she received a check from CYB Produce as payment for USDA grading. Ms. Pope related that when she returned to her office, she discovered a $100 bill was stapled to the back of CYB Produce’s business card mixed in with the inspection paperwork. Ms. Pope immediately notified the Office of Investigator General (OIG) . As SOP for such calls, she does not tell her supervisor unless directed by the OIG.
SAY:
AMS Value Fairness: “We treat everyone with fairness, dignity, and respect.”
Here’s an example:
During a meeting between SCI Division and a potential customer, the customer asked if his small company would be treated just like the larger, more established ones, or if he would have to “go to the back of the line” every time he requested an inspection or audit.
ASK:
Besides customers, who else should be treated with fairness, dignity, and respect in SCI Division?
Possible answers:
Other employees
Other organizational partners
The general public
Simply, a QMS is that we say what we do, we monitor that we do what we say we do, and we work to continually improve our processes to ensure we are meeting our customer’s requirements.
This slide illustrates random activities, Processes are carried out as each person sees fit, there is no interaction of processes. Individuals act on their own, they may be working towards the same goal as others, but do not work together.
The purpose of a Quality Management System is to work together to deliver services that meet customer requirements. The quality policy aligns SCI’s processes too ensure services we provide meet customer requirements.
The methodology known as Plan- DO-Check-Act can be applied to all processes.
PLAN: The SCI quality manual establishes the processes and procedures necessary to deliver services that meet our customers requirements.
DO: Train staff on the processes, policies and procedures and implement the processes.
CHECK: Activities such as supervisory visits, office reviews, and audits are conducted to monitor and measure performance.
ACT: Implement changes to policies and procedures to improve processes.
PLAN: Processes needed for QMS are established, implemented and maintained.
DO: Provide needed resources (personnel, equipment, workspace, training, and information systems).
CHECK: Conduct regularly scheduled Management Reviews to ensure effectiveness of QMS. The review includes information from customer feedback, office reviews, results of audits, and status of corrective actions
ACT: Follow-up that corrective actions are implemented. Maintain QMS and continually improve its effectiveness.
Follow policies & procedures
Ensure staff has needed training, skills & experience
Document staff are following policies & procedures
Evaluate performance, take action as needed
Listen to customers
Identify new opportunities
PLAN: Ensure that each SCI employee is aware of, understands and follows SCI’s documented processes and procedures.
DO: Ensure that staff are aware of the relevance and importance of their activities and how they contribute to the achievement of SCI’s quality policy and objectives.
CHECK: Conduct supervisory visits to make sure staff is following documented policies and procedures. Visit with customers, listen to their feedback. Are we meeting the customer’s requirements?
ACT: Work with staff to improve performance, make recommendations to your supervisor on new services or improvements to processes, or changes or updated needed to procedures.
ASK:
Any ideas on what OIC behaviors could communicate to employees what is expected in terms of integrity and ethics? Values? Commitment to quality?
For example: what message would employees take away if an OIC allowed routine tardiness by an inspector in the office? What if the OIC was also late to appointments? In terms of quality, how do you think employees would consider lax interpretation of the standards for a local distributor by the OIC?
YOU must Set the standard:
Communication – clear, documented, single message to all
Follow policy – know what they are, where to get them
Flexible – things change, you need to be able to adapt to accomplish mission
Compassion – You were an employee once
Responsible – The last minute request from an applicant before end of shift, own up to what you do
María Eva Duarte de Perón aka Eva Perón– Argentinian above Mahatma
Mahatma Gandhi - bottom left
Indira Gandhi – bottom Right
Nelson Mandella – cent
Golda Mier – Top righter Top
SAY:
Don’t hesitate to ask for help if you have questions regarding any of the AMS values. Often, situations are complex and answers are not immediately evident. When in doubt, ask!
Clarify or interpret integrity, ethical, or values dilemmas or questions
Report observed or suspected violations
SAY:
Let’s make sure that everybody has the important points down for the material we’ve covered so far.
INSTRUCTIONS:
I will give you time to answer each of the following questions.
When everybody is finished with the question, we will review your answers and compare it to the suggested solution.
