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

2.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 2 Strategic Quality Planning Implementing and Validating the Quality System Chapter 15  Building Blocks for the system of quality improvement  Internal validation: documenting and assessing the quality system  Quality audits  Externally validating the quality system

3.  Copyright © 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  People  Organizational learning and knowledge  Culture  Closeness to Customers  Information and finance  The three spheres of quality  The integrative approach  Alignment between the quality system and strategy

4.  Copyright © 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  People  People represent the core of the firms capabilities  For a quality system to function effectively employees must understand that they are integral to the system

5.  Copyright © 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  Organizational learning and knowledge  Knowledge is the capital that fuels outstanding quality results  Outstanding customer service results from providing employees with outstanding training and knowledge

6.  Copyright © 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  Closeness to Customers  Companies that value knowledge will gather data about customers and will study and understand customer needs  Customer retention is closely relat5ed to profitability

7.  Copyright © 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  Information and Finance  Well-designed information systems … become the institutional memory for customer needs  Financial resources are needed to provide the infrastructure and services that customers want

8.  Copyright © 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  The three spheres of quality  Quality planning and management  Quality assurance  Quality control

9.  Copyright © 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  The integrative approach  All building blocks must be in place in all functional areas and throughout all levels of the organization

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

11.  Copyright © 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  Surveying  Categorizing  Investigating  Evaluating

12.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 12 Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages  Surveying  Categorizing  Investigating  Evaluating Generate list of strengths and weaknesses

13.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 13 Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages  Surveying  Categorizing  Investigating  Evaluating Reconceptualize list in terms of resources and capabilities

14.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 14 Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages  Surveying  Categorizing  Investigating  Evaluating Determine where potential competitive advantage lies

15.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 15 Strategic Quality Planning Implementing and Validating the Quality System Internal validation: Documenting & Assessing the Quality System Four Stages  Surveying  Categorizing  Investigating  Evaluating Choose the appropriate generic strategy for the firm

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

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

18.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 18 Strategic Quality Planning Implementing and Validating the Quality System Quality Audits Types of audits  Performance audits  Supplier audits  Certification audits  Award audits  Consultant audits  Presidential audits

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

20.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 20 Strategic Quality Planning Implementing and Validating the Quality System Externally Validating the Quality System  Establish a purpose  Make a plan  Collect data  Document findings  Evaluate strengths and areas for improvement  Develop improvement strategy

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

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

23.  Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 23 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.