MBA 5 0 6 4 QUA L I T Y MANAGEMENT

TOPIC PRESENTATION

Malcolm Baldrige, Deming Prize, European Quality Awards

ISO 9000:2015, ISO: 9001:2015, ISO: 9004:2009,

ISO 22000, ISO 14001, ISO 50001, ISO 26000,

ISO 10002, ISO 16949

Prepared by

MELİS KURŞUNLUOĞLU1

QUALITY AWARDS

• Malcolm Baldrige

• Deming Prize

• European Quality Awards

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WHAT IS MALCOLM BALDRIGE NATIONAL QUALITY AWARD?

• Malcolm Baldrige National Quality Award is a kind of annual award given by the government of the United States to every organization in the United States (both profit and non profit), which is considered to achieve exceptional performance or excellent.

• This annual award was introduced in 1988 and has provided significant contribution for quality improvement and business performance.

• Malcolm Baldrige itself is taken from the name of former U.S. Secretary of Commerce who initiated the activities of this award.

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Reasons for establishment of the award;

• Government officials saw that quality improvement was no longer an option for American Business, but a necessity.

• Many businesses did not think quality was an important issue.

• Others knew that it was important, but did not know where tobegin the improvement process.

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How does award help an organization?

• The criteria for winning the award are very demanding and simply trying to align a company to them is highly beneficial.

• It can be used as a motivational toll for workers to gather behind a common goal.

• Simply by competing for the award an organization sees the importance of quality in their business.

• The criteria they use is also known as 7 Pillars of Malcolm Baldrige.

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Criteria Categories ;1) LeadershipHow upper management leads the organization, and how

the organization leads within the community.

2) StrategyHow the organization establishes and plans to implement

strategic directions.

3) CustomersHow the organization builds and maintains strong, lasting

relationships with customers.

4) Measurement, analysis, and knowledge managementHow the organization uses data to support key processes

and manage performance.

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5) WorkforceHow the organization empowers and

involves its workforce.

6) OperationsHow the organization designs, manages

and improves key processes.

7) ResultsHow the organization performs in terms

of customer satisfaction, finances, human resources, supplier and partner performance, operations, governance and social responsibility, and how the organization compares to its competitors.

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The Baldrige Award Recipients…

Education ;• Montgomery County Public Schools, Rockville, MD

(2010) • Iredell-Statesville Schools, Statesville, NC

(2008) • Richland College, Dallas, TX (2005) • Kenneth W. Monfort College of Business, Greeley,

CO (2004) • Community Consolidated School District 15,

Palatine, IL (2003)

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Healthcare ;• Henry Ford Health System, Detroit, MI

(2011) • Schneck Medical Center, Seymour, IN

(2011)• Advocate Good Samaritan Hospital,

Downers Grove, IL (2010) • AtlantiCare, Egg Harbor Township, NJ

(2009) • Poudre Valley Health System, Fort Collins,

CO (2008)

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Manufacturing;• Nestlé Purina PetCare Co., St. Louis, MO (2010) • Honeywell Federal Manufacturing & Technologies, Kansas City, MO (2009) • Cargill Corn Milling North America, Wayzata, MN (2008) • Sunny Fresh Foods, Inc., Monticello, MN (2005) • The Bama Companies, Tulsa, OK (2004)

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What is the Deming Prize?The Deming Prize that is given to organizations, has exerted an immeasurable influence directly and indirectly on the development of quality control/management in Japan.

Who was W. Edwards Deming?

• Dr. William Edwards Deming was one of the world’s leaders of quality management.

• Had great impact on American and Japanese industries.

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• The Deming Prize was instituted in 1951 to honor W. Edwards Deming's contribution to quality development in Japan.

• In 1984 the prize committee decided to open the Deming prize to companies outside Japan too and created "The Deming Application Prize for Oversea Companies" which was announced for the first time in 1987.

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Altogether the following prizes exist:• The Deming Application Prize• The Deming Application Prize for Small Enterprise• The Deming Application Prize for Division• The Deming Prize for Individual Person• The Deming Application Prize for Oversea Companies

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HOW TO WIN? Management leadership, management principles TQM Outstanding results

WINNERS…

THAILAND JAPAN JAPAN

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• The Deming Prize has been of great importance to quality development in Japan.

• The fact that the prize has been applied for is regarded as an excellent means offurther increasing the quality level of a company which is already working on qualityimprovements.

• The application works as an accelerator of the improvement effort.

• Every company applying for the prize receives judgements and recommendationsfrom the jury.

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European Quality Award

Guess where the European Quality Award was born ?????

In a hotel lift... in Boston!

Two types of quality recognition are widely used in Europe. These are; European Quality Awards (EQA) and ISO.

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EUROPEAN QUALITY AWARD

• 14 large European firms generated the European foundation to Quality Management in reaction to raised rivarly from abroad in 1988.

• The EQA has two levels; the best degree is the EQA for the most executed applicant in a given year.

• The second degree given is the EQPrize for other companies that know the reward criteria.

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EFQM Excellence Model consists of 9 criteria

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First award was instituted in 1992 by the European Foundation for Quality Management.

The historical winners are:

1992: Rank Xerox United Kingdom1993: Milliken European Division Belgium1994: Design to Distribution Ltd Ericson SA United Kingdom1995: Texas Instruments Europe France1996: BRISA (Bridgestone) Turkey1997: SGS Thomson Italy

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1998: TNT Express United Kingdom Ltd United KingdomLandhotel Schindlerhof GermanyBeko Ticaret Turkey1999: Yellow Pages United KingdomVolvo Cars Gent BelgiumDIEU DenmarkServitique Network Services France2000: Nokia Mobile Phones Europe and Africa FinlandInland Revenue, Accounts Office United KingdomBurton-Apta Refractory Hungary2001: Zahnarztpraxis Switzerland

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2003: Bosch Sanayi ve Tic.AS TurkeyRunshaw College United KingdomMaxi Coco Mat SA Greece Edinburgh International Conference United Kingdom 2004: Kocaeli Chamber of Industry Turkey Yell United Kingdom 2005: FirstPlus Financial Group Plc United KingdomTNT Express Information and Communication Services United Kingdom 2006: BMW Chassis and Driveline Systems Production Germany TNT Express GımbH-Germany Germany St.Mary’s United Kingdom 2007: Lauaxeta Ikastola Sociedead Cooperativa Spain The Cedar Foundation United Kingdom Villa Massa S.r.l Italy

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2008: Bosch Sanayi TurkeyBursagaz Turkey 2009: Prize Winners Only 2010: Prize Winners Only 2011: Bilim Pharmaceuticals Turkey2012: Robert Bosch GmbH Bamberg Plant Germany 2013: Alpenresort Schwarz Austria2014: Bosch Bari Plant Italy2015: BMW AG Werk Regensburg Germany 2016: Ayntamiento de Alcobendas Spain

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European Quality Award Turkish Winners

• BRİSA BEKSA BEKO TİCARET (1996-1997-1998)

• BOSCH RBTR – BURSA (2003-2008)

• KOCAELİ SANAYİ ODASI (2004)

• BURSAGAZ (2008)

• BİLİM PHARMACEUTICALS (2011)

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European Quality Prizes Turkish Winners

• NETAŞ (1996-97-98)

• ARÇELİK ( 2000)

• ECZACIBAŞI VİTRA (2000)

• BOSCH RBTR – BURSA (2002)

• KOCAELİ SANAYİ ODASI (2003)

• SKF TÜRK (2004)

• ECA – EMAR (2004)

• ESKISEHIR MATERNITY AND CHILD ILLNESSES HOSPITAL (2008-10)

• COCA COLA ICECEK AS (2012-15)

• NILUFER MUNICIPALITY (2013)

• SAKARYA UNIVERSITY (2015)

• GENERAL DIRECTORATE OF IETT ENTREPRISES (2016)

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• ISO is a quality management standart was created by international organization for standardization.

• ISO is an independent, non-governmental international organization.

• ISO, founded in 1947, is a worldwide federation of national standards bodies from some 100 countries, with one standards body representing each member country.

• Member organizations collaborate in the development and promotion of international standards.

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What is ISO 9000:2015?

ISO 9000:2015 describes the fundamental concepts and principles of quality management which are universally applicable to the following:

• organizations seeking sustained success through the implementation of a quality management system;

• customers seeking confidence in an organization's ability to consistently provide products and services conforming to their requirements;

• organizations seeking confidence in their supply chain that their product and service requirements will be met;

• organizations and interested parties seeking to improve communication through a common understanding of the vocabulary used in quality management.

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The ISO 9000:2015 standards are based on seven quality management principles that senior management can apply for organizational improvement.

1. Customer focus2. Leadership3. Engagement of people4. Process approach5. Improvement6. Evidence-based decision making7. Relationship management

• No requirements

• Ideas useful in guidingorganizations’ actions

• Used as a basis fordeveloping ISO 9001

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What is ISO 9001 Quality Management Certification?

• ISO 9001 is a standard that regulate the requirements for a quality management system.

• An ISO 9001 Quality Management System (QMS) will provide organization to continually controls and administer quality across its organization.

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• It is the most popular standard in the ISO 9000 series and the only standard in the series to which organizations can certify.

• ISO 9001:2015 applies to any organization, regardless of size or industry.

• ISO 9001 is based on the plan-do-check-act methodology and provides a process-oriented approach to documenting and reviewing the structure, responsibilities, and procedures required to achieve effective qualitymanagement in an organization.

https://www.youtube.com/embed/Lp6xP-We5yY?fs=1&autoplay=1&rel=0

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ISO 9001:2015 specifies requirements for a quality management system when an organization:

a) needs to demonstrate its ability to consistently provide products and services thatmeet customer and applicable statutory and regulatory requirements, and

b) aims to enhance customer satisfaction through the effective application of thesystem, including processes for improvement of the system and the assurance ofconformity to customer and applicable statutory and regulatory requirements.

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ISO 9004:2009 • A quality management approach which is managing for the sustained success

of an organization by a quality management approach.

• It is applicable to any organization, regardless of size, type and activity.

• ISO 9004:2009 is not intended for certification, regulatory or contractual use.

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WHO SHOULD BUY ISO 9004?

• Organizations that want to implement ISO 9001.

• Organizations that want to maintain ISO 9001.

• Organizations that want to assess and improve quality managementsystems.

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Quality management systems—Fundamentals and vocabulary Essential background for the proper understanding and implementation of ISO 9001

Qualitymanagementsystems—RequirementsRequirements aimedprimarily at givingconfidence in theproducts and servicesan organizationprovides, therebyimproving customersatisfaction

Managing for thesustained success ofan organization—A qualitymanagementapproachGuidance fororganizations that chooseto progress beyond ISO9001 requirements toaddress a broader rangeof topics that can lead tocontinual improvement ofthe organization's overallperformance

ISO 9000 ISO 9001 ISO 9004

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ISO 22000:2005

Features;o First global food safety standard.

o Harmonizes the voluntary international standards.

o Employs proven management system principles.

o Enables a common understanding of what a food safety management system is.

o Requires legal compliance checking.

o Integrates existing good practice.

o Internal and external monitoring.

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BENEFITS OF ISO 22000

• Introduce internationally recognized processes to your business.

• Give suppliers and stakeholders confidence in your hazard controls.

• Put these hazard controls in place across your supply chain.

• Insurance of safer food

• Continually improve and update your systems so it stays effective.

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ISO 14001:2015o ISO 14001:2015 sets out the criteria for an environmental management

system and can be certified to.

o It maps out a framework that a company or organization can follow to set up an effective environmental management system.

o It can be used by any organization regardless of its activity or sector.

o Using ISO 14001:2015 can provide assurance to company management and employees as well as external stakeholders that environmental impact is being measured and improved.

https://www.youtube.com/watch?v=8qyqHtc4cOM

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TWO OF THE TURKISH COMPANIES BECAME ENTITLED TO ACQUIRE ISO 14001

Examples of success with ISO 14001;Organizations using ISO 14001 have found success across a range of areas, including reduced energy and water consumption, a more systematic approach to legal compliance and an improved overall environmental performance.

Premier FoodsEnhancing relationships with stakeholders and staff

Richard Giles Premier Foods, UK

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What is ISO 50001:2011?ISO 50001 is an Energy Management System that when correctly implemented will lead to increased energy efficiency, reductions in energy consumption, costs and reductions in greenhouse gas emissions and other environmental impacts.

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ISO 50001 – How does it Work?

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ISO 50001 provides a framework of requirements fororganizations to:

• Develop a policy for more efficient use of energy

• Fix targets and objectives to meet the policy

• Use data to better understand and make decisions about energy usage

• Measure the results

• Review how well the policy works, and

• Continually improve energy management

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ISO 26000:2010 SOCIAL RESPONSIBILITY

• It was released on 1 November 2010.

• ISO 26000 provides guidance on how businesses and organizations can operate in a socially responsible way. It clarifies what social responsibility is, helps businesses and organizations translate principles into effective actions and shares best practices from around the world relating to social responsibility.

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• Its goal is to contribute to global sustainable development, by encouraging business and other organizations to practice social responsibility to improve their impacts on their workers, theirnatural environments and their communities.

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Benefits of ISO 26000• Competitive advantage

• Reputation

• Ability to attract and retain workers or members, customers, clients or users

• Maintenance of employees’ morale, commitment and productivity

• View of investors, owners, donors, sponsors and the financial community

• Relationship with companies, governments, the media, suppliers, peers, customers and the community in which it operates

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ISO 10002:2004 CUSTOMER SATISFACTION MANAGEMENT SYSTEM

• ‘Customer Satisfaction Standard’

• The guideline standard for implementing a complaints management system – helps organizations to identify, manageand understand how successfully they deal with theircustomers´complaints.

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The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.

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Benefits of ISO 10002• It shows how the route will be monitored in accordance with the feedback

received from customers.

• Develop awareness and attention of the employees on customer complaints.

• It indicates that customer is considered important.

• It ensures customer satisfaction.

• It provides possible solutions by preventing the recurrence of complaints.

• It ıncreases the organization's reputation.

• It reduces the cost of customer retention.

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ISO 16949 AUTOMOTIVE QUALITY MANAGEMENT SYSTEM

ISO 16949 is based on ISO 9001 and includes specific requirementsfrom the automotive sector for the design/development, production,installation and servicing of all automotive-related products

ISO/TS 16949 (1st) was created by the ‘’International Automotive TaskForce (IATF)’’ and other revisions 2nd&3rd

In 2016, the IATF published a revised standard, and the first edition will be referred to as “IATF 16949.” This new replace the current ISO/TS 16949:2009

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ISO 16949 – Benefits of Implementation

• Improvement of your credibility and image

• Qualify to supply the automotive industry

• Improvement of customer satisfaction

• Better process integration

• Create a continual improvement culture

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