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

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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