Total Quality Management and Evaluation Prof. Dr. Reinhard Stockmann, Director of the Center for Evaluation Сolloquium “Policy and program evaluation: methodology and application”, Moscow, Visiting Lectures at the Higher School of Economics (Moscow)

Stockmann Content of the Presentation 1.Evaluation 2.Quality Management 3.The European Quality Model EFQM 4.Similiarities and Varieties between EFQM and Evaluation

Stockmann Everyday meaning Everyday meaning: Something is assessed by someone according to some criteria in some way. (Kromrey 2001: 106)

Stockmann Scientific meaning Application of empirical (sociological) research methods for information gaining systematical (comparative method) for information gaining according to unfolded, intersubjectively verifiable criteria to asses the use (worth) of an object (e.g. program) to be able to make decisions

Technical Definition of Quality High Quality = high technical power + high resistance + high durability + faultless function + no mistakes Stockmann

Definition of Quality: „Quality in the totalness of attributes concerning their ability to fulfill defined and preconditioned demands.“ (Norm DIN EN ISO 8402) Stockmann

Summary of Quality: It has to be considered, that the quality of a product or a service can not be generally appointed, but is measured by the assessment of use by the customer. This assessment can be done according to various criteria which again can be of very different importance according to the situative context, the cultural characteristics or the nature of the product itself. Stockmann

Tasks of Quality Management : to determine the usability of a product/service, to form and constantly improve, as well as to guarantee its flawlessness Stockmann

Management Quality management Quality planningQuality improvement Quality controlQuality assurance Customer/ client Quality management system Tasks of Quality Management Stockmann

Quality Management Models Series of Standards DIN EN ISO Principles: « client orientation « process orientation « continuous quality improvements « quality assurance « management Total Quality Management (TQM) Stockmann

The European Quality Model EFQM Results 500 points (9%)(20%) Employee satisfaction Client satisfaction Societal responsibility /Image (6%) Business results (15%) Potential factor (Enablers) 500 points Leadership Policy and strategy Employee oriented Processes Resources (10%) (8%)(9%) (14%) Stockmann

Advantages and disadvantages of EFQM closed QMS focus on the target group (client) comprises entire organization parameters are influenceable activates processes Advantages depends on acceptance complex and abstract Parameters and emphasis baseless Self assessment Disadvantages Stockmann

Similarities between EFQM and Evaluation Goal is the improvement of quality Both are of American origin Instruments of modern, rational business management or policy Problems of acceptance Stockmann

Varieties between EFQM and Evaluation EFQMEvaluation 4.top down 2. private sector, especially industry sector (profit-oriented, competition) 3.comprehensive, complex system, including desicion power 5.all employees involved with implementation 4.bottom up 2.public sector, NPO (hardly any competition) 3.no quality management system, no decision power 5.participatory, but during implementation employees partly excluded Stockmann economical science1.social sciences

Varieties between EFQM and Evaluation II Stockmann continuous EFQMEvaluation 6. periodic 7. internal (self-assesment instrument) 7. internal and/or external 8. specific8. broad 9. defined target group (clients) 9. amorphous target group (clients) 10. internal 10. external 11. quantitative11. qualitative and quantitative

Thank you for your attention Prof. Dr. Reinhard Stockmann, CEval Visiting Lectures at the Higher School of Economics (Moscow)