1. Do universities need a quality management system?
Everard van Kemenade, PhD.
MeduProf-S

2. Part 1 of 4
OFB/NIH
TMP
WHY NOT?
IMP
FEAR
WADITW
LAF
WSS

3. Why not? TMP

4. Why not? LAF

5. Why not? OFB/NIH/EFQM?

6. Why not? WADITW

7. Why not? SER/FEAR
THEY ARE COMING !!

8. Why not? IMP

9. Why not? WSS

10. Too Complex

12. 2. Let’s get to the heart of the matter

13. What is not Quality?
Just follow the
procedures

14. What is not Quality?
Just routine

15. A passing fashion nor a fad
Quality is not
A passing fashion nor a fad

16. Garvin (1984) The transcendental approach
The product oriented approach
The users oriented approach
The manufacturing oriented approach
The value for money approach

17. Harvey & Green (1993) Quality can be viewed as: Exceptional Perfection
Fitness for purpose
Value for money
Transformation

18. What the hell is Quality?
Quality is not a thing, it is an event.
R. Pirsig.
“Zen and the art of motorcycle maintenance”

19. Quality is about (Kemenade, 2009)
1. An object
2. Criteria
3. Standards or norms
4. Subjects: multiple stakeholders and
their values
“quot homines, tot sententiae”
There is not ONE quality.

20. The quality of WHAT are we talking about?
Student
Education
Learning process
Teacher
Team
Organisation including supportive activities

21. Garvin
Harvey & Green
Van Kemenade
Object
Product
Student transformation
Student
Manufacturing
Education
Learning process
Teacher
Team
Organisation
Criteria
e.g. didactical skills
Standards
Transcendental
Excellence
Student: above national average
Perfection
100% satisfaction
Subject
Fitness for purpose
Stakeholders
e.g parents, students
Values
Value for money
Passion and fun

22. Pirsig
Quality ... you know what it is, yet you don't know what it is. But that's self-contradictory. But some things are better than others, that is, they have more quality. But when you try to say what the quality is, apart from the things that have it, it all goes poof! (Pirsig, 1974, p.184)
The story

23. 3. System research
Shewhart/Deming

24. P-D DABAR WORD, DEED VISION, ACTION
To the Hebrew, dabar was the word as well as
the actual thing or matter the word spoke of.
When God said “Let there be light”
(Gen. 1:3), his spoken Word created the light.

25. C-A

26. The four evolutions of the world economy (Kemenade 2010)
Essential
2010
Breakthrough (Innovation)
Result: significant and long lasting
Globalisation
2000
Commitment
Result: internal
motivation
Competition
1970
Continuous
Improvement
Result: progressive and continuous
I am not here to demonstrate anything. I ask you to clean uo your mind.
I shall tell you where I am. If something comes up to your mind put it down. It will help to start ourr work latter.
My dream is that you make a new step in climbing your mountain. And not mine.
We have learnt from Gothenburg that there is a new stakeholder you and me and that we have to change at the same time the individual, the organisation and the society
There is no reasons why working is boring for 95% of workers
I Guess that the comigning generation will not accept the present situation.
Each time I have proposed to people to open themselves to spirituality they have shown deep interest
It is no more the time to ask questions but to bring propositions.
Politician no more propose vision. Churchs are no more attractive.
Mine is just to help you to see reality from an other point of view
Mass Production
1940
Standardisation
Control
Result: little and stable

27. Internal motivation?
Not control: accreditation?

28. System for improvement and commitment
Self evaluation and EFQM

29. 4. How in a university? (Kemenade, 2009)
Quality Assurance centre
Support in stakeholder check and analysis
Professional autonomy and accountability
Multi-disciplinary teams
Self evaluation
Individual (Appraisal cycle)
Team (Team contract)
Organisational level (EFQM)
Peer review on self evaluation
Accreditation?

30. Literature
Pirsig, R. (1974), Zen and the art of motorcycle maintenance, New York, Bantam Books
Garvin, R. (1984), What Does “Product Quality” Really Mean? MIT Sloan Management review, pp
Harvey, L. and Green, D., (1993), Defining quality, Assessment & Evaluation in Higher Education, 18:1, pp. 9-34
Kemenade,E. van; Pupius, M. & Hardjono, T.W. (2009), More value to defining quality, Quality in Higher Education, 14:2; pp
Kemenade,E. van (2009),Summary of PhD study on accreditation
Kemenade,E. van & Hardjono, T.W. (2010), A Critique of the Use of Self-evaluation in a Compulsory Accreditation System, Quality in Higher Education, 16:3; pp
Kemenade, E. van (2010), Past is prologue, Quality Progress, American Society for Quality, August issue, pp

31. Tänan tähelepanu eest!