HUMANESEMINAR:Toulouse,September25-26,2015FromEquistoTotalQualityManagement,thecaseofParisDauphineUniversityE>enneDesmet,DirecteurGénéraldesServices,UniversitéParisDauphine

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UPDstarteditsinvolvementintheEquisaccredita6onprocessin2008.UPDgotthe3-yearaccredita6onin2009.Thiwasrenewedin2012foranother3-yearandUPDcompetestobere-accreditedin2015.Meanwhile,asmanyUniversi6esandHigherEduca6on&ResearchOperatorsinFrance,UPDhasincreaseditsautonomyin2011(withtheexpansionofcompetenciesandresponsibili6esallowedbythenewreglementa6onthen).Ithasalsobeenappraisedthroughvariousrankingsystems,auditedbytheHighCourtofAuditorsetc.Insteadoftakingeachoftheseauditsasanotherunpleasantburden,itsperspec6vewastousethemasleverstotransformitsorganiza6onindepth:rethinkingprocesses,empoweringpeople,developingitsaWrac6vityandcompe66veness.Tobeclear:thistalkisnotaboutasuccessstorybutratherates6monialofthejoysandpiYallsofthe"inprogress"processofqualitymanagementinauniversity.»

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DauphineFigures•  10.000 s tudents , among them 30%

interna1onal master’s students and 50%interna1onalPhDstudents

•  95%jobplacement

•  85%successrate

•  Execu>veandcon>nuingeduca>on->10M€

•  Largestcorefacultyinorganiza>onsciences

•  530FTfaculty(18%nonFrench)

•  1,700associatefaculty,

•  500supportstaff

•  Shanghai2015:

•  310Worldwide

•  172inBusiness

•  28inMathema>cs

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DauphineDates•  1968-Crea>on

•  2004 – Grand Etablissement Statusexecu1ve and con1nuing educa1onstudents

•  2009–EQUISAccredita>on

•  2010 – Master’s degree with staterecogni>on

•  2011-FoundingmemberofParisSciencesLe_res(COMUE)

•  2012–EQUIS(re-accredita>on)

•  2014–MemberofConferenceofGrandesEcoles

•  2015 – Bachelors degree with staterecogni>on

DAUPHINE:WhyEquis?

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«  Quality approach regarding the university as a whole

«  Create a management culture and a shared vision

«  From Service Production to Service Marketing

«  From public management to service management

«  Gain recognition on an international level : «  Created in 1997

«  150 accreditated Schools (1/2 in Europe, ½ for 5 years)

«  France : 17 BS, 8 - 4 - 5Y (HEC, ESSEC, ESCP Europe, EDHEC, INSEAD, EM Lyon, SKEMA, TBS)

«  Increase competitiveness

«  Enhance coherence rather than standardization

«  Focus on (continuous) progress

STUDENTS EXECUTIVE EDUCATION

RESOURCES & ADMINISTRATION

CONTRIBUTION TO COMMUNITY

RESEARCH & DEVELOPMENT

PROGRAMMES

FACULTY

PERSONAL DEVELOPMENT CONTEXT

& STRATEGY

INTERNATIONALISATION

CORPORATE CONNECTIONS

EQUISFRAMEWORK

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Equis@DauphineAlongandin-depthprocess

–  Reviewing

– Metricsproducing

– Wri1ng

–  Transla1ng

–  Communica1ng

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Joys&PihallsofEquis/TQM

Joys

•  Interna1onalRecogni1on

•  Outsiderappraisal

•  Documenta1on

•  Formaliza1on

•  Putapproachesintoperspec1ve

•  People&studentinvolvement

•  Improvementalongtheway(Hawthorneeffect)

Pihalls&warnings

•  ChangeManagement

•  Decompar1mentaliza1on

•  Sustainableeffort

•  IT,IT,IT,IT,IT

•  Metrics

•  Time/ProjectManagement

•  Team/ProjectManagement!

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M.GarciaAnneMagné

LSO

FlorenceHannbelleMSO

ALejeuneDEP

J.VersingerIPJ

P.DessansMIDO

E.DansouMorelDirec>onFinancière

AdjointX

LilianeRiouDRH

FMadjlessiDSI/CRIO

O.MenacerDirec>onImmobilier

J.AmzalagAffairesJuridiques

N.BodetAgenceComptable

C.Imhaus

CFilliolRela>ons

Interna>onales

FRenaudin(sept)Vieétudiante

V.DeschampsScolarité

XCIP

V.Fleure_eRechercheetValorisa>on

A.LohisseDocumenta>onetbibliothèques

V.PraxSCUIO-IP

S.Bou>llerSports

D.RicardServiceIntérieur

YSalhiSûreté,Hyg&Sécurité

Composantes ServicesSou>en ServicesSupport

ServicesCommuns

XDirecteur

Communica>on

Aujourd’hui(2015):renewalofmanagers:19/25

S.Auboyneau

VéroniqueDésarbres

Cellules

6arrivéesdepuissept2013

6arrivéessept2012

NEWORCHANGE2014-2015

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STANDARDS

User or Customer approach Product conformity Quality cost

KAIZEN

Procedure & Process Improvement

ISO 6 SIGMA

Processes Efficiency

EQUIS

Excellence Total Quality Stakeholder

Quality : the ideal path… TQM

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Job well done

Quality : the reality

DESPAIR

Joy

?

Yes!

Equis&TotalQualityManagementsimilarapproaches:hollis1c&strategicperspec1velookingforperformance&excellence

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FROMQUALITYTOTOTALQUALITYOnemodelofTQM

SkilldevelopmentEmpowermentNewMethodBSC

BSCSTRATEGICPLANHRSTRATEGYMKGSTRATEGY

KAIZEN/SIXSIGMAISOMARIANNELABELRSE/GREENPLAN

SURVEYSBENCHMARKBSCREPORTING

BENCHMARKBSCFINANCEKPI/AUDITS 12

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TQM:Con>nuousImprovementManagement:fillingthePuzzle

Process Reviews

Business reviews

Employer Branding & Happiness

Measurement

MBO Incentives

Policies

Balanced ScoreCard

Audit : -  Internal -  External

User satisfaction

inquiries

Claims and complaint handling

processs

Process Management

Strategic Planning

Mission Vision Values

Benchmark & Best Practice

Sharing

Choice of a TQM approach

& ability to (auto) evaluate

Scoreboards & Steering

tools

Leadership approach : - Appraisal & HiPo detection - Training & People Development plan - Fostering responsibility

Improvement goals & Projects

University Social

Responsibility

StrategicPlanning…towardatotalqualityapproach

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NEXTSTEPS…

•  Shallwelookforspecialqualityrecogni1onoustandards(ISO,ITIL,NF…)?

•  Iden>fiedimprovementareas

–  QualityMetrics&Measurement

–  Building&facili1es

–  One-stopshop/informa1oncenter(s)

–  IT,IT,IT,IT….

–  Communica1on/Branding(inside&outside)

–  Peopleempowerment(crea1vity,projectmanagement…)

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THANKYOU!

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