the quality movement
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The Quality Movement
Michael Crowley EPR 2008
Concept: Quality
Historical perspective
From quality to excellence
Path
Multiple dimensions
Variety of phenomena
Changing through time
Changing with the activity
sector
Different from author and place
The Concept
Value
Warranty
Conformance
Control
Responsibility
Planning
Assessment
Zero defects
Loyalty
Satisfaction
Needs
Efficiency Effectiveness
Expectations
Rights
Duties
Ethics
Client
Quality …. An Approach
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The century of Quality
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Industrial Revolution
mass production unit verification defective product
Taylor's conception of work
Measurement, comparison and verification activities
Focus on the quantity produced
1920 - Inspection
Sampling inspection
Use of statistical tools
First concerns regarding
prevention: identification of causes for defective products
Focus on the finished product
1930 – Statistical Control
Seven Basic Quality Tools: Flowcharts and Process Maps Check lists Cause-effect diagrams Pareto diagrams Histograms Scatter diagrams Control charts
1930 – Statistical Control
First quality standards Customers’ specifications Preventive actions System’s approach Started the concern about involving everyone in the organization Focus on the manufacturing process
1960 – Quality Warranty
Evolution from the Quality
Warranty phase Integration of quality on global
management Quality Circles Audit Focus on the work process
1970 – Quality Management Programs
Management Principles: Responsibility delegation Staff autonomy
Satisfaction of needs and expectations Struggle for improvement Adaptation needs Change management Focus on the organizational process
1980 – Total Quality
Quality Management System:a set of organisational measures which transmit maximum confidence that a given quality level is being achieved with the adequate resource consumption
Characteristics: External focus: at the client Global approach and as an integral component of the organization strategy Horizontal vision within the organization, from top management to staff Includes all the concerned parts Continuous learning and adaptation to change
1980 – Total Quality
Tools and methodologies:
Re-engineering QFD – Quality Function Deployment
Benchmarking Inquiries: clients and staff Brainstorming Balanced Scorecard
1980 – Total Quality
Orientation guide Flexible and adaptable instrument Self-assessment and continuous
improvement models Support on the pathway to excellence Focus on customer
1990 - ... – Excellence Models
What is Quality?
• Meeting specifications Meeting specifications • Meeting customer needs / Meeting customer needs /
expectationexpectation• Transparency of service deliveryTransparency of service delivery• Process control Process control • Achieving desired resultsAchieving desired results• Continuous ImprovementContinuous Improvement• Competitive advantageCompetitive advantage• Added value for societyAdded value for society
• Best value for priceBest value for price• Cost effectivenessCost effectiveness• Performance measurementPerformance measurement• More for lessMore for less• Satisfaction of stakeholdersSatisfaction of stakeholders• Doing the right thingsDoing the right things• Doing things rightDoing things right• Doing the right things rightDoing the right things right
What is Quality?
Small improvements in processesSmall improvements in processes Identifying and describing processesIdentifying and describing processes Quality control to meet specificationsQuality control to meet specifications Quality control and financial control are divided.Quality control and financial control are divided.
Focus of potential customerFocus of potential customer Improvement of staff development Improvement of staff development Improvement of flexibility of the organisationImprovement of flexibility of the organisation Results in terms of added value for societyResults in terms of added value for society
Customer orientationCustomer orientation Improvement of resultsImprovement of results Improvement of management & OrganisationImprovement of management & Organisation Balanced steering of managementBalanced steering of management
ISO 9000: 2000
Comparison
SectorSector Business Business ManagementManagement
Quality Quality ManagementManagement
Social sectorSocial sector RehabilitationRehabilitation
FrameworkFramework GuidelinesGuidelines Standards for QMStandards for QM Standards for Standards for service provisionservice provision
Principles of Principles of ExcellenceExcellence
EmphasiseEmphasise Innovation & Innovation & learninglearning
Control & Control & assuranceassurance
Control & Control & assuranceassurance
Performance Performance improvement & improvement & learninglearning
MethodMethod Self evaluation + Self evaluation + external auditexternal audit
External auditExternal audit External External aauditudit Self evaluation + Self evaluation + External auditExternal audit
OrientationOrientation Business Business Excellence Excellence
Process and Process and quality controlquality control
Performance, Performance, process & quality process & quality controlcontrol
Excellence in Excellence in service provisionservice provision
RecognitionRecognition EuropeEurope GlobalGlobal EuropeEurope EuropeEurope
Strategic Strategic optionoption
FlexibilityFlexibility EfficiencyEfficiency EfficiencyEfficiency EffectivenessEffectiveness
The Quality Movement
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