Chapter 15 Implementing and Validating the Quality System

Chapter 15 Implementing and Validating the Quality System ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 1

Strategic Quality Planning Implementing and Validating the Quality System Chapter 15 ØBuilding Blocks for the system of quality improvement ØInternal validation: documenting and assessing the quality system ØQuality audits ØExternally validating the quality system ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 2

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØPeople ØOrganizational learning and knowledge ØCulture ØCloseness to Customers ØInformation and finance ØThe three spheres of quality ØThe integrative approach ØAlignment between the quality system and strategy ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 3

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØPeople represent the core of the firms capabilities ØFor a quality system to function effectively employees must understand that they are integral to the system ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 4

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØOrganizational learning and knowledge Knowledge is the capital that fuels outstanding quality results ØOutstanding customer service results from providing employees with outstanding training and knowledge Ø ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 5

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØCloseness to Customers Companies that value knowledge will gather data about customers and will study and understand customer needs ØCustomer retention is closely relat 5 ed to profitability Ø ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 6

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØInformation and Finance Well-designed information systems … become the institutional memory for customer needs ØFinancial resources are needed to provide the infrastructure and services that customers want Ø ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 7

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØThe three spheres of quality ØQuality planning and management ØQuality assurance ØQuality control ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 8

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØThe integrative approach ØAll building blocks must be in place in all functional areas and throughout all levels of the organization ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 9

Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement ØAlignment between quality systems and strategy ØThe design of the quality system must have focus ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 10

Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages 1. 2. 3. 4. ØCopyright Surveying Categorizing Investigating Evaluating © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 11

Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages 1. 2. 3. 4. ØCopyright Surveying Categorizing Investigating Evaluating © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Generate list of strengths and weaknesses 15 - 12

Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages 1. 2. 3. 4. ØCopyright Surveying Categorizing Investigating Evaluating © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Reconceptualize list in terms of resources and capabilities 15 - 13

Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages 1. 2. 3. 4. ØCopyright Surveying Categorizing Investigating Evaluating © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Determine where potential competitive advantage lies 15 - 14

Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages 1. 2. 3. 4. ØCopyright Surveying Categorizing Investigating Evaluating © 2010 Pearson Education, Inc. Publishing as Prentice Hall. Choose the appropriate generic strategy for the firm 15 - 15

Strategic Quality Planning Implementing and Validating the Quality System Quality Audits Preparation. develop lists of questions, gather materials, form lists of candidates ØAudit team selection. Select the right team members for the team ØDevelop checklists containing the questions to be studied in the audit Ø ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 16

Strategic Quality Planning Implementing and Validating the Quality System Quality Audits Types of audits ØOperational audits Øassist all members of management in the effective discharge of their responsibilities ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 17

Strategic Quality Planning Implementing and Validating the Quality System Quality Audits Types of audits ØPerformance audits ØSupplier audits ØCertification audits ØAward audits ØConsultant audits ØPresidential audits ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 18

Strategic Quality Planning Implementing and Validating the Quality System Quality Audits Types of audits ØQualitative and quantitative elements in audits ØQualitative audits compare current practice against structural measures ØQuantitative audits actions such as reviewing quality control checksheets to model trends ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 19

Strategic Quality Planning Implementing and Validating the Quality System Externally Validating the Quality System 1. 2. 3. 4. 5. 6. ØCopyright Establish a purpose Make a plan Collect data Document findings Evaluate strengths and areas for improvement Develop improvement strategy © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 20

Strategic Quality Planning Implementing and Validating the Quality System Summary Ø ØCopyright The audit process and Baldridge selfassessment … provide a means for top management to improve its leadership in the area of quality management © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 21

Strategic Quality Planning Implementing and Validating the Quality System Summary Ø ØCopyright Companies … should recognize that these approaches are not short term fixes. They require long term commitment and support © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 22

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. ØCopyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15 - 23