1. Quality Managements Frameworks
ESTP Training Course
“Quality Management and survey Quality Measurement”
Rome, 24 – 27 September 2013
Maria João Zilhão
Unit Director
Planning, Control and Quality Unit
Statistics Portugal

2. Quality Management Frameworks
Total Quality Management (TQM) ?
ISO 9000 Family Norms
The EFQM Excellence Model (European Foundation for Quality Management)
The Common Assessment Framework (CAF)

3. Total Quality Management (TQM)
Management Philosophy
Core Values
Customer Focus
Process Orientation
Committed Leadership
Participation of everyone
Decisions based on facts
Continuous improvements
Quality Tools
Team Work

4. TQM – Core Values Customer Focus
Quality is in the eyes of the customer
Identify the different customers
Establish their demands
Dialogue and follow-up
External and internal customers

5. TQM – Core Values Process Orientation
Processes provides output
Core- and supporting processes
Identify and describe
Current Best Methods
Evaluate and improve
Prerequisite for continuous improvements

6. TQM – Core Values Committed Leadership
“Walk the talk”
Create an environment for quality work
Provide necessary resources
Visible participation and support
Long-term commitment

7. TQM – Core Values Participation of Everyone
Everyone – a link in the chain
Involvement – Active participation/commitment – Results
Everyone has unique knowledge
Visualise the contribution to the whole
Responsibility - Empowerment

8. TQM – Core Values Decisions Based on Facts
More reliable
More objective
Understandable and possible to evaluate

9. TQM – Core Values Continuous Improvements
Demands and situations change
New possibilities open
Big steps – Small steps
Evaluation and improvement
Quality tools
P-D-C-A

10. TQM: Pros and Cons Sound principles
Lots of literature and support exists
No guidance given

11. ISO 9000 - International Standards for Quality Management Systems (i)
ISO 9001: sets out the requirements of a quality management system
ISO 9000: covers the basic concepts and language
ISO 9004: focuses on how to make a quality management system more efficient and effective
ISO 19011: sets out guidance on internal and external audits of quality management systems
ISO – Guidelines for Quality Management System Documentation

12. ISO 9000 - International Standards for Quality Management Systems (ii)

13. ISO 9000 - International Standards for Quality Management Systems (iii)
Certification
The importance of documentation of the quality management system (Quality policy; Quality Objectives; Quality Manual; Procedures)
Clients Satisfaction
Internal Audits

14. The EFQM (European Foundation for Quality Management) Model
The model premise is that excellent results with respect to performance, customers, people and society (results) are achieved through leadership driving, policy and strategy, people, partnerships, resources and processes/products (enabler). For each of the main criteria there are 2 – 5 sub criteria.

15. What is the EFQM Model ?
It’s a management model, and provides a structure to organise information about the organisation
It’s a self-assessment tool but also basis for the Excellence award (external evaluation)
Helps to find and understand gaps
Stimulating solutions for improvement

16. What does EFQM do for me?
Measure the “temperature” in the organization
Where are the pains?
How do employees/stakeholders see it?
Where can we gain something?
Who can we learn from (benchmarking)?

17. EFQM Model: Fundamental concepts of Excellence

19. CAF – Common Assessment Framework
EIPA - European Institute for Public Administration
Based on the EFQM Model (a simpler approach)
The CAF aims are to help Public Organisations of the EU to understand and use techniques of quality management
It’s a tool for self-assessment in Public Organisations
It’s adequate to the reality of Public Organisations
Of public domain - no costs involved

20. The Caf Model

22. Sub-criteria “Processes” ...
How are processes designed and managed
How are processes improved systematically and to satisfy customer needs
How are products and services designed based on customer needs
How are product and services produced, delivered and serviced
How are customer relationships managed and enhanced

23. Guidance points: How are processes designed and managed?
Designing processes including those to deliver policy and strategy
Establishing the process management system to be used
Applying standards for the quality system such as ISO 9000
Implementing process measures and setting performance targets
Resolving interface issues inside the organisation and with external partners for the effective management of end-to-end processes

24. The Caf Scoring System

25. The Caf Scoring System

27. Self-assessment exercise using the self-assessment models
1st Individual scoring
2nd Group discussion
3rd Consensus
External assessment (Awards!)

28. Quality management systems in general
Core principles such as customer focus and product orientation are common
Principles were first formulated in TQM
But scope and main emphasis vary
TQM cover all aspects but not very formally, ISO has high demands on documentation, and EFQM and CAF have organisational and management perspectives
The European Statistics Code of Practice is a common quality framework in ESS