1. Quality Models Presented by Dr. Joan Burtner Certified Quality Engineer Associate Professor of Industrial Engineering and Industrial Management Mercer University

2. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 2 Overview of Quality Models The Big Three – –Baldrige National Quality Program – –Deming Prize – –ISO 9000 Series Other Models – –Joint Commission on Accreditation of Healthcare Organizations – –Software Engineering Institute - CMMI

3. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 3 Baldrige NationaL Quality Program (BNQP) Established in 1987 by US government Formerly known as the Malcolm Baldrige National Quality Award (MBNQA) Originally designed to recognize US companies for business excellence Later expanded to include education and healthcare

4. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 4 Purpose of the BNQP (page 296) Stated goals Stated goals –Help improve organizations’ performance practices, capabilities, and results –Facilitate communication and sharing of best- practices information among U.S. organizations of all types –Serve as a tool for organizations’ understanding and managing performance, as well as for guiding organizational planning and opportunities for learning Not prescriptive Not prescriptive Not a guarantee of success Not a guarantee of success

5. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 5 BNQP Criteria (page 294) Leadership Leadership Strategic planning Strategic planning Customer and market focus Customer and market focus Measurement, analysis and knowledge management Measurement, analysis and knowledge management Human resource focus Human resource focus Process management Process management Business results Business results

6. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 6 Non-U.S. Award Programs Deming Prize – –Established by the Japanese government in 1951 to encourage pursuit of quality improvement – –Named after Deming to recognize his contribution to the Japanese economic recovery – –Recipients not restricted to Japanese companies Shingo Prize for Excellence in Manufacturing – –Established in 1988 – –Designed to promote lean manufacturing concepts European Quality Award – –Established in 1991

7. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 7 Introduction to ISO 9000 Model for a documented quality management system Series of standards established by the International Organization for Standardization (ISO) Based on the belief that a “well-designed and carefully managed quality management system can provide confidence that the product or service produced by the quality management system will meet customer expectations and requirements” page 297

8. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 8 ISO 9000 Principles Meet customer requirements /exceed customer expectations Leadership develops and sustains an environment that encourages employee involvement Workforce enabled for benefit of themselves and the organization Inputs, resources, outputs managed as a process Systems approach to managing the organization Goal of continual improvement Emphasis on fact-based decisions Mutually beneficial supplier relationships

9. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 9 ISO Related Standards - 1 ANSI/ISO/ASQ Q190115-2004 Guidelines for Quality and/or Environmental Management Systems Auditing ANSI/ISO/ASQ Q190115-2004 Guidelines for Quality and/or Environmental Management Systems Auditing QS-9000 automotive industry standards developed by GM, Ford, and Chrysler QS-9000 automotive industry standards developed by GM, Ford, and Chrysler ISO/TS 16949 - an international standard for the automotive industry ISO/TS 16949 - an international standard for the automotive industry IWA-1:200 Quality Management System: Guidelines for Process Improvements in Health Service Organizations IWA-1:200 Quality Management System: Guidelines for Process Improvements in Health Service Organizations

10. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 10 ISO Related Standards - 2 ANSI/ISO/ASQ Q10015-2001 Quality Management--Guidelines for Training ANSI/ISO/ASQ Q10015-2001 Quality Management--Guidelines for Training SAE AS9100:2001 The International Aerospace Quality System Standard SAE AS9100:2001 The International Aerospace Quality System Standard TL 9000 - a standard for the global telecommunications industry TL 9000 - a standard for the global telecommunications industry ISO 13485:2003 Medical Devices: Quality Management System ISO 13485:2003 Medical Devices: Quality Management System

11. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 11 Other Models Software Engineering Institute (SEI) Software Engineering Institute (SEI) –CMM Capability Maturity Model –CMMI –See articles on course website (JCAHO) Joint Commission on Accreditation of Healthcare Organizations (JCAHO)

12. ETM 627 Fall 2008Dr. Joan Burtner, Associate Professor of Industrial Engineering Slide 12 Contact Information Email: Burtner_J@Mercer.edu Email: Burtner_J@Mercer.edu US Mail: US Mail: Mercer University School of Engineering 1400 Coleman Avenue Macon, GA Phone: (478) 301- 4127 Phone: (478) 301- 4127