Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Support to the Modernisation of the Mongolia’s Standardisation System (SMMSS) “Quality Mongolia” Forum Quality Infrastracture

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Quality infrastructure Quality The key to the world markets

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN SUMMARY 1.Quality infrastructure (MSTQ) and Quality 2.About Quality 3.Quality – EFQM model 4.Product process – control the quality at each stage 5.EU project - Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN 1. QUALITY INFRASTRUCTURE (MSTQ) AND QUALITY

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN 1. QUALITY INFRASTRUCTURE – MSTQ Metrology, Standardisation, Testing, Quality Economic system Legal system Training METRLOGYMETRLOGY STANDARDSSTANDARDS TESTINGTESTING QUALITY Accreditation Certification Quality & Environmental Management Systems

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN 2. About Quality

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality Quality is the result of the integration and coordination of a series of activities in several interrelated subjects: metrology, standardization, testing, accreditation, and certification. It should however be noted that national schemes could be varied in order to respond from one side to the domestic and international market requirements

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality QUALITY IS: The excellence of products and services to satisfy customers increasingly demanding and conquer new markets (including export) Process performance, operation and organisation (for compliance, organising through change projects facing the creativity) to improve productivity and drive operational excellence within private and public organization Managerial practices and modes of cooperation to the satisfaction of all stakeholders, including employees.

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality Many concepts hide behind the term "quality". Quality can be defined as the ability to achieve target operational goals. The ISO standard defines quality as: The set of characteristics of an entity that give that entitythe ability to satisfy expressed and implicit needs. The ISO 9000:2000 standard defines it as:The ability of a set of intrinsic characteristicsto satisfy requirements.

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality In practice, there are two types of quality: External quality, which corresponds to the satisfaction of clients. Internal quality, which corresponds to the improvement of a company's internal operation. The opposite of quality, or a quality defect also has a cost. Indeed, it is generally more costly to correct defects or errors than to "do it right" from the beginning.

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Continual Improvement This means that quality is a never-ending process whose goal is to spot dysfunction as quickly as possible after it occurs. Thus, quality can be represented by a cycle of corrective and preventative actions called a "Deming cycle » (PDCA): Plan Do Check Continuos improvment Act About Quality

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality Methods and tools of quality There are many tools and methods. All contribute to the same goal : making the organization more efficient, avoid the dispersion of each to achieve the goals set by the organization; Some help ensure proper operation, others to solve or prevent a problem, others are for the effective management of the organization...

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Methods and tools of quality By pedagogical concern we present in 4 families : The assessment tools The control tools The piloting/steering management tools Management referentiels About Quality

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality The assessment tools The use of assessment tools contributes to improved business results. There are many assessment tools, here are some examples:  Satisfaction Survey: Measuring customer satisfaction. The employees (employee survey) is in the same spirit;  Evaluation of suppliers;  Audit Quality;  Benchmarking: Modern form of acquisition of knowledge;  Value Analysis;  The evaluation of professional practices (EPP).

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality The Control management tools The control management tools are aimed at continuous improvement within the company. Some examples:  Problem solving method: Many tools are associated with brainstorming, Pareto charts, cause-effect diagram, etc.;  Animation of a working group;  5 S: Or know how to organize to reduce downtime, reduce wasted time, improve safety, etc;  Charter and service agreements;  Model of prevention: Prevention applies to any organization at any level of application.

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN About Quality The Piloting/steering management tools The management tools are necessary for the effective and smoth way of the organization. Piloting tools are methods to help in the decision. Some examples:  Quality Action Plan;  Dashboard;  Valuation of success: From the encouragement to distinguish;  Project Management: Organize, manage and run a project.

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Management referentiels Some examples of quality referenciels:  Quality Management System ISO 9001 management quality ;  Sustainable Development Management : ISO 26000, ISO environmental management ; SD guide;  Performance Management : Equality in workplace; taking into account the diversity; Investment in People ;  Management of the IT sector : Quality Management of IT production ( ITIL ISO ), Information Security (ISO ), IT development practices ( CMMI );  Excellence Model EFQM®;  Other specific methods (HACCP,..) About Quality

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN 3. Quality – EFQM model EFCM (European Foundation for Quality Management)

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN EFQM (European Foundation for Quality Management) is a European foundation based in Brussels that was founded in 1988 by 14 European companies (Bosch, BT, Bull, Ciba-Geigy, Dassault, Electrolux, Fiat, KLM, Nestlé, Olivetti, Philips, Renault, Sulzer, Volkswagen) with the support of the European Commission. The EFQM now has more than 700 member organizations. Quality – EFQM model

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN The goal of this not-for-profit organization is to promote a methodological framework for evaluating quality improvement. The EFQM model for excellence is based on a concept that consists in evaluating quality according to 9 key criteria: Quality – EFQM model

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN The 9 criteria are: -Leadership -Management of employees -Policy and strategy -Partnerships and resources -Processes -Employee satisfaction -Client satisfaction -Integration into the community -Operational results Quality – EFQM model

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN This criteria are balanced out and divided into two categories:  Factors (corresponding to the first five criteria) and  Results (the last four) so that a company is able to quantify the level of quality achieved and position itself in comparison with other companies. Quality – EFQM model

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Factors Results Leader ship Personnel Political strategy Partnership &resourses Process Personnel results Client results Joint results Key performa nce results Quality – EFQM model

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN 4. Product process – control the quality at each stage

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Example: Methodology to be decided by the business Based on the 9 criteria (EFQM): factors and results, at each stage of the product process apply methods, realised by the appropriated tools described in the 4 families : assessment tools, control tools, piloting/steering tools and management referentiels. Product process

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Methodology to be decided by the business During the product life do not forget the quality is a never-ending process « Deming cycle » (PDCA) Product process

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN 5. EU Project Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN There are many tools and methods for set up a quality programme. In order to evaluate the current situation in Mongolia for elaborating a new Quality programme, the EU project together with the Mongolian Beneficiary, make a choice to use the following three wide spreadly used methods: SWOT, PEST and Gap Analysis. The updated programme shall be ready for submitting to the Mongolian Parliament/Government? By June A working group will intensivelly work on it. Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN PEST (Political, Economic, Social and Technological) ANALYSIS  It considers the framework of macro- environmental factors used in the environmental evaluation component of strategic management;  It’s a strategic tool for understanding market growth or decline, business position, potential and direction for operations. Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN SWOT ANALYSIS STHRENGTHS - WEAKNESSES - OPPORTUNITIES - EU Project - Political wishes THREATS - INTERNAL ORIGIN EXTERNAL ORIGIN Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Gap analysis   It’s the comparison of actual performance with the potential of performance;  Gap analysis identifies gaps between the optimized allocation and integration of inputs and the current allocation level;  Gap analysis is a formal study of what a business is doing currently and where it wants to go in the future. Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN A PEST analysis most commonly measures a market; A SWOT analysis measures a business unit, a proposition or idea; A Gap Analysis identifies what needs to be done in a project: identify the gap between your current situation and the future state. Quality Programme in Mongolia

Support for the Modernisation of the Mongolian Standardisation system – EuropeAid/134305/C/SER/MN Any questions? Thank you for your attention! Maria Bories Support to the Modernisation of the Mongolian Standardisation System (SMMSS) This project is supported by the European Union