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

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
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

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
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

4. Purpose of the BNQP (page 296)
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 a guarantee of success
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

5. BNQP Criteria (page 294) Leadership Strategic planning
Customer and market focus
Measurement, analysis and knowledge management
Human resource focus
Process management
Business results
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

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
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

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
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

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
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

9. ISO Related Standards - 1
ANSI/ISO/ASQ Q Guidelines for Quality and/or Environmental Management Systems Auditing
QS automotive industry standards developed by GM, Ford, and Chrysler
ISO/TS an international standard for the automotive industry
IWA-1:200 Quality Management System: Guidelines for Process Improvements in Health Service Organizations
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

10. ISO Related Standards - 2
ANSI/ISO/ASQ Q Quality Management--Guidelines for Training
SAE AS9100:2001 The International Aerospace Quality System Standard
TL a standard for the global telecommunications industry
ISO 13485:2003 Medical Devices: Quality Management System
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

11. Other Models Software Engineering Institute (SEI)
CMM Capability Maturity Model
CMMI
See articles on course website
Joint Commission on Accreditation of Healthcare Organizations (JCAHO)
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering

12. Contact Information
US Mail:
Mercer University School of Engineering
1400 Coleman Avenue
Macon, GA
Phone: (478)
ETM 627 Fall 2014
Dr. Joan Burtner, Associate Professor of Industrial Engineering