Role of ICT in Quality Management

Copyright in this work is vested in QMS Resourcing Services Limited and the document is issued in confidence for the purpose for which it is supplied only. It must not be reproduced in whole or in part or used for tendering or manufacturing purposes except under an agreement or with the consent in writing from QMS Resourcing Services Ltd

Bassam Zaidan - QMSrs

BackgroundBackground

Quality Assurance, Versus Quality, Definition is is still vagueQuality Assurance, Versus Quality, Definition is is still vague Holistic view is required, Plumber replacing Camels and Holistic view is required, Plumber replacing Camels and

DeerDeer All agree on the NEED for this “Quality THING”All agree on the NEED for this “Quality THING” Little is known how to apply this “Quality THING”Little is known how to apply this “Quality THING” Who is the judge? And what is the measure of the level of Who is the judge? And what is the measure of the level of

achievementachievement Bench mark against INDUSTRY whereBench mark against INDUSTRY where

They have gone elearningThey have gone elearning

Established internal universitiesEstablished internal universities

Does it ring true?Does it ring true?

The PerceptionsThe Perceptions

Quality is a function and is a “…Necessary Evil”Quality is a function and is a “…Necessary Evil” A restrictive, Bureaucratic, paper intensive, Policing function A restrictive, Bureaucratic, paper intensive, Policing function Lack of interest and support by ManagementLack of interest and support by Management Quality Roles are “Grave Yards” ...many employees fall intoQuality Roles are “Grave Yards” ...many employees fall into The Quality function is the first to go… and last to come inThe Quality function is the first to go… and last to come in ““Same Manuals”, “Same Templates” “Different Same Manuals”, “Same Templates” “Different

Establishment Name” approach for a QMSEstablishment Name” approach for a QMS Lack of Innovation in the Quality FieldLack of Innovation in the Quality Field

Causes for this Causes for this Perception?Perception?

Adversarial relationship between consultants, auditors and Adversarial relationship between consultants, auditors and ManagementManagement

Territory Invasion by Management Consultants and Territory Invasion by Management Consultants and Management ToolsManagement Tools

Lack of understanding of client’s needsLack of understanding of client’s needs Lack of correction to client’s perceptionsLack of correction to client’s perceptions Offering Straight JacketsOffering Straight Jackets Certificate on Wall CultureCertificate on Wall Culture Cost escalation rather than reductionCost escalation rather than reduction No visible value AddNo visible value Add Little Innovation in the area of Quality through practitionersLittle Innovation in the area of Quality through practitioners Mix up between ERP and Quality SystemsMix up between ERP and Quality Systems Confusion...Mine Field of Standards and Buzz Words to be Confusion...Mine Field of Standards and Buzz Words to be

understoodunderstood

The ChoiceThe Choice

ISO9001ISO9001 ISO20001ISO20001 ISO 27001ISO 27001 ISO 31000ISO 31000 ISO 18001ISO 18001 ISO 22222ISO 22222 ISO 22000ISO 22000 ISO17025ISO17025 ISO 14001ISO 14001 Six SigmaSix Sigma HACCPHACCP JCIAJCIA etcetc

Which one of these things do I need and why?Which one of these things do I need and why? Financial ManagementFinancial Management WarehousingWarehousing HRHR ProcurementProcurement PMIPMI EnvironmentEnvironment RiskRisk SecuritySecurity Service ManagementService Management Customer SatisfactionCustomer Satisfaction Process ModellingProcess Modelling

And.......And....... TQM, IMS, IQMS, TQM, IMS, IQMS,

ITQMS........ITQMS........

Which Standards?Which Standards?Management Area Standard Briefs Quality Management

 ISO 9001

 Quality Management Systems are the glue that joins together the organisational processes to provide Management with the Control and assurance they require to give the peace of mind that their business is running efficiently and effectively with a consistency in product or service delivery

 Environmental Management

 ISO 14001

 Environmental Management Systems are the systems and processes required to be in place to achieve an Environmentally Friendly Organisation as well as provide Management with the Control and assurance they require to ensure their policies and processes are adhered to. 

 Information Security Management

 ISO 27001

 Organisations rely very heavily on Data for their Information. Management need to be sure and confident that data is safe, secure and not subject to  the many potential threats that could strike their data 

 Service Management

 ISO 20001

 Winning customers is hard enough. Keeping them is even harder. Service Levels play a vital role in keeping hard won customers by ensuring the service levels are consistently high and continually improving 

 Risk Management

 ISO 31000

 Unless organisations understand their Risks, there is no possibility of them mitigating them before they strike. A risk is much harder and more expensive to address after it strikes than to mitigate (Prevent) before striking. Risk Management is fundamental to the successful operation of a business 

 Health and Safety

 ISO 18001

 Employee welfare is pivotal to any organisation. Employee Health and Safety considerations are essential for legal and ethical compliance as well as business continuity.

 Financial Controllers

 ISO 22222

 Distinguish yourself as an individual with being a certified ISO 22222 Controller

 Food Safety, Health and pharmaceutical safety

 ISO 22000ISO 17025HACCP  JCIA  

 These standards are an integral part of peace of mind and customer confidence where the line of business is in the safety critical areas such as food, health and Pharmaceutical sectorsHACCP (Hazard Analysis and Critical Control Point)JCIA (Joint Commission International Accreditation)

Below is just a summary of what is common in industry:

 

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It must be It must be simplified…..simplified…..

Note that this is only a sample industrial standards per subject Note that this is only a sample industrial standards per subject areaarea

If this Quality is to work, If this Quality is to work, It has to be “Simplified”It has to be “Simplified”

It has to be relevantIt has to be relevant

It has to add valueIt has to add value

It has to be in a language that unifies It has to be in a language that unifies

So……So……

9QMSrs Confidential – Do

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Imagine..that you Imagine..that you had…..had…..

Frame work for your businessFrame work for your business Instant Access to informationInstant Access to information Flowing ProcessesFlowing Processes Customisable Core Building blocksCustomisable Core Building blocks Instant ReportingInstant Reporting Instant CommunicationsInstant Communications Performance DashboardPerformance Dashboard Graphical Display of Performance ParametersGraphical Display of Performance Parameters

Business ModelBusiness Model

Enviroment Welfare

People Welfare

Continuous Improvement

Strategy& Business

performance

Purchasing Verification

Purchase Order Processing

Order Processing Order Fulfillment

Customer Billing

CUSTOMER SATISFACTION BUSINESS PERFORMANCE

Enterprise Management

Supplier

Relationship

Customer

Relationship

Customer Support

Supplier Development

Customer Order Handling

Business Development

Please note: this model is strictly confidential and should not be disclose to any third party

Instant AccessInstant Access

Instant AccessInstant Access

Continuous Improvement Process FlowContinuous Improvement Process Flow

14

Customise and GoCustomise and Go

15

Instant ReportingInstant Reporting

16

Instant CommunicationInstant Communication

Assets..?Assets..?

Performance Performance DashboardDashboard

Graphical DisplayGraphical Display

Company-Wide Company-Wide SystemSystem

HQ

Country 1 Country 2 Country 3

Branch 1 Branch 2

Div 1

Div 2

International Organisation

HQ

Branch 1 Branch 2 Branch 3

Div 1 Div 2

National Organisation

HQ

Division 1 Division 2 Division 3

Single Location

SummarySummary Specialist face many challenges when working with Quality Specialist face many challenges when working with Quality

more so when the Middle Eastern Culture is involved and more so when the Middle Eastern Culture is involved and when applied to a service sector such as Education.when applied to a service sector such as Education.

Traditional approaches to Quality Management will only Traditional approaches to Quality Management will only enforce the negative perceptions that have already been enforce the negative perceptions that have already been entrenched in the minds of many even at Senior entrenched in the minds of many even at Senior Management Level.Management Level.

As Education in the Middle East is in its infancy and is As Education in the Middle East is in its infancy and is continually developing, Quality is in its conception, it would continually developing, Quality is in its conception, it would be sad if the same perceptions do persist.be sad if the same perceptions do persist.

They will persist unless and until drastic steps are taken to They will persist unless and until drastic steps are taken to dispel the existing poor perceptions and avoid any in future dispel the existing poor perceptions and avoid any in future that will undoubtedly surface.that will undoubtedly surface.

SummarySummary

The only way this will be guaranteed is with proper The only way this will be guaranteed is with proper value adding Quality Management Systems are value adding Quality Management Systems are deployed. They will only add value if they are deployed. They will only add value if they are automated using ICT.automated using ICT.

The education of our nation is fundamental to our The education of our nation is fundamental to our survival as a nation. The Quality of this education is of survival as a nation. The Quality of this education is of paramount to its appeal to the masses. Quality will paramount to its appeal to the masses. Quality will only be delivered to add value if ICT is core to its only be delivered to add value if ICT is core to its approach.approach.

Our future is in Education. The future of Education is Our future is in Education. The future of Education is in its Quality. The Future of its Quality is in in its Quality. The Future of its Quality is in Automation.Automation.

That’s ICTThat’s ICT

Thank you for your patienceThank you for your patience

ANYANY

QuestionsQuestions??

That’s TQMThat’s TQM

That’s “Quality”That’s “Quality”