An analytic case study of the facilitation process used by individuals functioning as facilitators in the quality improvement process in the Internal Revenue Service

This dissertation consisted of a case study of the facilitation process utilized by individuals functioning as facilitators for Quality Improvement Teams and/or Quality Councils in the Internal Revenue Service. Eight individuals from a pool of fifty identified as "successful" facilitators by team leaders, team members, quality coordinators or other facilitators, were selected as study subjects. Results from administration of the Myers-Briggs Type Indicator and the Herrmann Brain Instruments were used as part of the selection criteria for the study participants.

The study sought to determine the competencies used by the facilitators and how the identified competencies contributed to the individual's performance in their role.

The results of the study demonstrated that facilitators engaged in 28 different activities. The types of activities and the frequency that facilitators engaged in them varied greatly.

A model is presented showing the interrelationship of the study conclusions that includes a set of activities that facilitators engage in to help move quality improvement teams towards their goal. Specific recommendations are made concerning implications for selection and training of QIT facilitators, and for future research.