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

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)

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

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

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

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

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

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

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

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

ISO 9000 - International Standards for Quality Management Systems (i) ISO 9001:2008 - sets out the requirements of a quality management system ISO 9000:2005 - covers the basic concepts and language ISO 9004:2009 - focuses on how to make a quality management system more efficient and effective ISO 19011:2011 - sets out guidance on internal and external audits of quality management systems ISO 10013 – Guidelines for Quality Management System Documentation

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

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

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.

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

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)?

EFQM Model: Fundamental concepts of Excellence

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

The Caf Model

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

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

The Caf Scoring System

The Caf Scoring System

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

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