Developing a self-assessment model to measure QMS maturity in ISO certified manufacturing companies
|
|
- Prosper Evans
- 6 years ago
- Views:
Transcription
1 Journal of Scientific & Industrial Research MORSL et al : SELF SSESSMENT MODEL TO MESURE QULITY IN ISO ERTIFIED OMPNIES 39 Vol. 6, May 009, pp Developing a self-assessment model to measure QMS maturity in ISO certified manufacturing companies S T Morsal, M Y Ismail* and M R Osman Faculty of Engineering, Universiti Putra Malaysia 300 UPM, Serdang, Selengor, Malaysia Received 09 May 00; revised 3 February 009; accepted, 3 February 009 This paper explains development of a new self-assessment framework according to core values, fundamental principles and requirements of ISO 900: 000, and its compiling and validation.the studying activities finally led to developing a new self-assessment model with 33 criteria (key statements), and 300 indicators (focus areas), in separated fundamental principles of ISO 9000 family. Developed model has been applied in Iranian ISO certified companies, and results, analyzed by SPSS 3, suggested that validity of model (content, construct and predictive validity) is approved with ornbach s alpha ( ). Keywords: ISO 900: 000, Effectiveness, Organization s maturity, Self-assessment Introduction Self-assessment (S) is a comprehensive, systematic and regular review of an organization s activities, which ultimately result in planned improvement action. S essentially serves as an information system in identifying and improving organizational processes. Many models currently exist for S of organizations to quality management system (QMS) criteria. Most widely recognized and used models are national and regional quality award models, also called organizational excellence models. urrently, there are 70 models for national excellence and 90 quality award models in the world,3. There are a few S models that provide standard criteria for an organization to measure its performances. Quality award criteria, set in Japanese Deming Prize, merican Malcolm Baldrige National Quality ward and European Quality ward (EQ), are among the most popular ones 3. Deming Prize model focuses on dissemination of company wide quality control, continuous improvement and relations with suppliers. Baldrige model focuses on customer satisfaction, benchmarking, and competitive comparisons with industry average, industry leader, and principal *uthor for correspondence Tel: yusof00@yahoo.co.uk competitors in company s key markets. European quality award model focuses on relations with community, and customers and employees satisfaction. S models promote total quality management as an increasingly important approach for improving effectiveness of organization s performance and also competitiveness among them. This study presents development of a model that provides necessary factors for an adequate, easy and comprehensive S. Experimental Developing Framework Each model is based on a set of core values and fundamental concepts, through which requirements of that model are formed. Fundamental concepts () determined in ISO 900 standard, are as follows: i) ustomer focus; ii) Leadership; iii) Involvement of people; iv) Process approach; v) System approach to management; vi) ontinual improvement; vii) Factual approach to decision making; and viii) Mutually beneficial supplier relationships. Methodology and riteria Selecting methodology depends on organization s purpose of S. More detailed assessments that evaluate effectiveness for particular process or area of business 5 was selected for proposed model.
2 350 J SI IND RES VOL 6 May 009 Table Matrices for judgment about stage of, D and & I Measurements Domain Matrix Matrix D Matrix & I None to few 0.5, 0.5, 0.75, No systematic approach Primary stage of No, poor, or unpredictable 0.5- evident deploying results on improvement Few to some.5,.5,.75, Problem or corrective- Deployed in ready Minimum data on.5- based systematic domains improvement results approach available Some to most.5,.5..75, 3 Systematic process- Deployed in some Early stage of systematic.5-3 based approach domains improvements Most to all 3.5, , pproach is well Deployed in most Good results and sustained 3.5- integrated with domains improvement trends organizational needs ll to total.5,.5..75, 5 pproach is fully Deployed in all related Strongly improvement.5-5 integrated with domains in process; best in-class organizational needs organization benchmarked results demonstrated ccording to fundamental concepts (), with regards to their nature, available requirements in each concept were studied and most suitable and logical criteria for finding out strengths and weaknesses were chosen. Narrative style of writing was chosen for key statements. Each of key statements is a key process, and an investigation on it can help to find key problems in an organization. Present model focuses on diagnostic component rather providing data on the performance. Determining Indicators Each key statement represents at least one key process of organization s QMS. Each key process needs some requirements, equipments, facilities and skills. Every one of them can be an indicator. Selecting pproach Questionnaire type, chosen in this study, involves answering a series of questions and statements, which are based on the criteria of S model being used, using a yes/no. Question type is closed, and does not require extent help to formulate results of assessment. Measurement System dopting Measurement Tool Logic of measurement in proposed model is based on maturity of organization s QMS in applying Deming cycle for each key statement on a scale ranging from 0-5. Matrices (Table ) developed for judgment about stage of approach (), stage of deployment (D) and stage of control & improvement ( & I) help users to find a suitable domain or maximum score in each stage (, D, and & I). Warnings help users to judge real character of each stage (, D, and & I). Balances also help users to show the result of judgment in each stage. For a more careful judgment, it is necessary to study all related indicators to determine amount of their satisfaction. ssessment team will find a suitable perspective of their organization for pre-judgment on maturity level of their organization by Matrix (Table ). Result of pre-judgment leads to determination of domain and maximum score in very same domain. For main judgment, assessment team should focus on relevant warnings; especial on critical words (each warning has two critical words). Matrices obtained and balances have been adopted from EQ and ISO 900: 000 recommendations, warnings have been adopted from RDR logic of liffe 6. Performance Presentation Technique Radar chart (R), which was chosen to exhibit final results, can present three or more quantitative variables. suitable R and each diameter are representative of one fundamental concept. Diameters have been scaled so that users can transfer fulfillment (%) of each fundamental concept on its diameter and connect those points together. Therefore, a new octagonal shape was built. User can compare present R with previous one and find relatively better or inferior performance of an
3 MORSL et al : SELF SSESSMENT MODEL TO MESURE QULITY IN ISO ERTIFIED OMPNIES 35 organization. Effectiveness of each fundamental concept as well as organization s QMS effectiveness can be formulated. Users can compute mean of maturity percentage of organization in each criteria using Organization s Maturity Degree (OMD) in each key statement as OMD = (P d + L d + S d ) / 3 () where P d, presence degree (score of approach stage); L d, life degree (score of deploy stage); S d, survival degree (score of control & improve stage). Maturity of each fundamental concept can be compute as OMD 00 m = () 5n where OMD, total of OMDs in each fundamental concept; m, % maturity of organization in every concept; n, number of key statement in very same concept. Maturity of an organization is computed as m M = (3) where M, % maturity of organization s QMS;, eight number of concepts (principles). nalysis of Model fter application of S model and data acquisition, data are analyzed using following questionnaire: a) How well have we done our responsibilities? b) Which processes and concepts are strongest and weakest in our organization? c) What strategy should be formulated to make up? d) How much has our organization lost because of shortcomings or omissions? e) How about the maturity level of organization at the moment? f) What are organization s priorities for improvement projects? Bar chart (Fig. ) shows situation of all processes (statement) and their strengths or weaknesses in different stages. Users can draw four bar charts, to exhibit, D, & I situation. These can help users to formulate a strategy for making up. Relative area of octagonal radar chart is about 3 units (Fig. ). Users can compute area of irregular octagon as n a b = = () (5) where a & b, percentage of requirement fulfillment; n, / area of irregular octagon; = whole of areas of irregular octagon. Income from an investment in a year is return on investment (ROI). In a mature industry, ROI is a measure of management effectiveness 7. Users can translate organization s financial shortcomings as Potential ROI = 3 x ctual ROI Σ (6) E Statement G B D F E Value Fig. Blank bar chart of organization s cheerfulness
4 35 J SI IND RES VOL 6 May 009 customer focus 0 9 supplier relationship 7 Leadership Decision making Involvment of people ontinual improvement 6 Process approach System approach to management 5 Fig. Octagonal radar chart where, 3, maximum area of radar chart; ROI, return on investment;, satisfied area of radar chart. Users can determine maturity level of an organization for each term and whole by three previous bar charts. Mean of, D and & I values shows maturity level of an organization in each stage, and mean of stages shows whole maturity level. Moreover, importance degrees of principles are not similar and each principle has its degree of importance in an organization s improvement and success. Each organization can evaluate and determine importance degree of each principle in its own organization, because importance degree of principle (IDP) value depends on the nature of organization and its business, mission, vision and strategic goals and targets. There are some small organizations, which have only one customer with very simple and short core process or with lowest level of dependence on suppliers. On the contrary, there are other large organizations, which have a lot of customers, so having complex and long processes with the highest level of dependence on the suppliers. Reviewing organization s quality policy based on market and organization s circumstances in the length of time, fulfillment of QMS requirements is not similar in term of their easiness and difficulty. Thus it is necessary that each organization determines its IDP and pays attention to the priority of each one during improvement planning and target choosing. Reporting System One multiple purpose page was added to all questionnaire pages so that users can note strong points and improvement opportunities on it. Moreover, users can tick available avoidances, which have been involved in assessment activities. These pages can be used later by corrective action by responsible personnel, problem solving team and quality assurance managers or in management review meetings. Results and Discussion Proposed Model ompiling In model compiling, a framework for each page of model was adopted, allotted to each criteria (key
5 MORSL et al : SELF SSESSMENT MODEL TO MESURE QULITY IN ISO ERTIFIED OMPNIES 353 statement), and indicators of each criteria and measuring system (scoring system) also were placed on same page. Former pages are more than number of criteria (key statements). user guideline was written for the model, and manner of applying the model was explained in that guideline. Structure of main pages of model has been affected with EFQM 6. For requirements and expectations of ISO 900: 000, 33 criteria were obtained and 33 key statement were adopted Model Validation For model validation, professional comparative literature and professional investigation by questionnaire from experts were chosen. By professional comparative literature, significant nonconformities were eliminated and then model was dedicated to applicants along with an investigation questionnaire. ll applicants requested to answer investigation questionnaire. nswers were analyzed by SPSS 3. The results suggested that professional experts approved the model. Data cquisition and nalysis Proposed S model need be introduced for many applicant companies. So a justification meeting was disposed for each company and S model was presented to such companies. Then companies applied model in S process and results suggested that validity of model (content, construct and predictive validity) is approved with ornbach s alpha ( ). onclusions New S model was developed in three main phases (developing framework, compiling model and validation of model) using methods of assessment, identifying criteria, identifying indicators and selecting approach to the model. Radar chart was formed to illustrate amount of fulfillment of maturity of organization s QMS. In compiling phase of model, all observed cases were performed and a new more detailed questionnaire of S model was realized with 33 criteria and 300 indicators. ronbach s alpha of content validity ( ) demonstrates that construct of model was in acceptable limit ( ) and ronbach s alpha for predictive validity was equal ( ). References Henderson S, Blak swans don t fly double loops: The limits of the learning organization? Learning Org, 5 (997) Ford M W & Evans J R, Models for organizational selfassessment, Business Horizon, (00) Lingxu D & Boyang J, Intelligent decision system for selfassessment, J Multi-riteria Decision nal, (003) ISO 900, Quality Management System Guidelines for Performance Improvements, nd edn (ISO, New Delhi) obb G, Getting the Most Out of Your ISO9000 Upgrade: Planning Guide for Quality Managers (SQ Quality Press ) liffe R, Jung M, Webster M, vlonas N, Ludwin W, Parker R, Martorell X, Jevons J & artter G, EFQM Excellence Model (SIQ Institute for Kvalitetsutveckling & British Quality Foundation ) Sykes H B & Block Z, orporate venturing obstacles; sources and solutions, J Business Venturing, (99)
ISO 9001 Auditing Practices Group. Aligning the QMS with the achievement of organizational and business success
Slide 1 ISO 9001 Auditing Practices Group Guidance on: Effectiveness Aligning the QMS with the achievement of organizational and business success Slide 2 Business, Quality and Excellence Models and Tools
More informationPlatinum (Organization Award) Based on the Malcolm Baldrige National Quality Award
Platinum (Organization Award) Based on the Malcolm Baldrige National Quality Award PURPOSE: The Mid-South Quality and Productivity Center presents a Regional Quality Cup Award which is aligned with the
More informationCorrelation matrices between ISO 9001:2008 and ISO 9001:2015
Correlation matrices between ISO 9001:2008 and ISO 9001:2015 ISO 9001:2015 ISO 9001:2008 1 Scope 1 Scope 1.1 General 4 Context of the organization 4 Quality management system 4.1 Understanding the organization
More informationISO 9000 and Total Quality
ISO 9000 and Total Quality Alessandro Anzalone, Ph.D. Hillsborough Community College, Brandon Campus Agenda 1. ISO 9000: The International Standard for Quality Management Systems 2. ISO 9000 s Objective
More informationGlobal Journal of Engineering Science and Research Management
SELF-ASSESSMENT OF CHABAHAR FREE ZONE ORG Mansoor Jangizehi* * Department of Industrial Engineering, Payam_ Noor, Chabahar, Iran DOI: 10.5281/zenodo.61143 KEYWORDS: Self-Assessment, organizational excellence
More informationContinuing Education Quality Management in LLL Case Study: Project DAETE. Alfredo Soeiro Universidade do Porto
Continuing Education Quality Management in LLL Case Study: Project DAETE Alfredo Soeiro Universidade do Porto avsoeiro@fe.up.pt January 2012 The case study of quality management in continuing education
More informationApplying Evaluate Marketing Processes Corporation Marketing Capability Maturity Model Evidence from Bursa Malaysia Market
Applying Evaluate Marketing Processes Corporation Marketing Capability Maturity Model Evidence from Bursa Malaysia Market Suseela Devi Chandran Phd Candidate, Institute of Malaysia & International Studies,
More informationISO 9004:2009 Frequently asked questions (FAQs)
ISO 9004:2009 frequently asked questions (FAQs) 1. What was the need to update ISO 9004:2000? If a product is not meeting its requirements or the expectations of its users, then it should be withdrawn,
More informationISO Approach CPA Stephen Obock Associate Director, KPMG August 2018
ISO Approach CPA Stephen Obock Associate Director, KPMG sobock@kpmg.co.ke August 2018 Uphold public interest Agenda Introduction Quality Management System Process Approach Q&A Introduction Delivering quality
More informationOverview of Business Excellence models
Overview of Business Excellence models 1 What are business excellence models? 2 What is business excellence? 3 Who uses business excellence models? 4 What are the common challenges associated with a business
More informationQuality and Excellence: Time for a National Award in Qatar. Omar Ben-Ayed
Quality and Excellence: Time for a National Award in Qatar February 2017 This white paper popularizes the concepts of excellence, quality and related awards. It also demonstrates the role that excellence
More informationAgile SW-Development within a QM System
20.7.2005 Zopf Agile SW-Development within a QM System Abstract Agility is IN, heavy methods are OUT. There is a big hype about Extreme Programming, SCRUM, Crystal only to mention a few of the new paradigms.
More informationISO Management System Standards, and Annex SL. Charles Corrie Secretary ISO/TC 176/SC 2
ISO Management System Standards, and Annex SL Charles Corrie Secretary ISO/TC 176/SC 2 Established Management (system) standards ISO 9000 Quality ISO 14000 Environment IEC 60300 Dependability ISO/IEC 27001
More informationTheme: Developing Business Capability EFQM Excellence Model within a Medical Organization: to Leadership through Competitiveness
Theme: Developing Business Capability EFQM Excellence Model within a Medical Organization: to Leadership through Competitiveness Abay Baigenzhin, General Director, National Science and Medical Research
More informationContent Specification Outline
Content Specification Outline Copyright 2017 Institute of Certified Management Accountants Updated 8/25/17 Institute of Certified Management Accountants Content Specification Outline Certified in Strategy
More informationDEVELOPMENT MODEL FOR BUSINESS EXCELLENCE
DEVELOPMENT MODEL FOR BUSINESS EXCELLENCE V.D. Majstorovic and N. Nesic Laboratory for Production Metrology and TQM Production Engineering Department, Mechanical Engineering Faculty Belgrade University,
More informationSoftware Quality. Unit 8: Quality Management by Processes
Software Quality Unit 8: Quality Management by Processes 1 Summary 1. Quality Management by Processes. 2. European Foundation for Quality Management (EFQM). 3. Implementation of a Quality Management System.
More informationA FRAMEWORK FOR THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN THE SOUTH AFRICAN AIR FORCE JACOBUS JOHANNES OSCHMAN
A FRAMEWORK FOR THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN THE SOUTH AFRICAN AIR FORCE by JACOBUS JOHANNES OSCHMAN submitted in accordance with the requirements for the degree of DOCTOR OF ADMINISTRATION
More informationFEEDBACK TUTORIAL LETTER
FEEDBACK TUTORIAL LETTER 2 nd SEMESTER 2017 ASSIGNMENT 2 QUALITY MANAGEMENT SYSTEMS BQM612S 1 ASSIGNMENT 2 1. What are dashboards and balanced scorecards? How do they support Six Sigma projects? 20 marks
More informationPerformance Evaluation of Inspection and Protection Techniques Used in the Great Man-Made River Project in Libya
ISSN - (Paper) ISSN - (Online) Vol., No., 0 Performance Evaluation of Inspection and Protection Techniques Used in the Great Man-Made River Project in Libya OMRAN AHMAD ABUAZZA University of Portsmouth
More informationDeveloping the health, safety and environment excellence instrument
Mohammadfam et al. Iranian Journal of Environmental Health Sciences & Engineering 2013, 10:7 IRANIAN JOURNAL OF ENVIRONMENTAL HEALTH SCIENCE & ENGINEERING RESEARCH ARTICLE Open Access Developing the health,
More informationTOTAL QUALITY MANAGEMENT IN EDUCATION: PROSPECTS, ISSUES AND CHALLENGES
TOTAL QUALITY MANAGEMENT IN EDUCATION: PROSPECTS, ISSUES AND CHALLENGES N. Ravindran Research Scholar, Department of Educational Technology, Bharathidasan University Tiruchirappalli Dr. R. Karpaga Kamaravel
More informationOrganizational Effectiveness
Organizational Effectiveness Second Edition Donna C. S. Summers I niwrsity of Dayton Columbus, O Contents Organizational Effectiveness. ' 2 What is an effective organization? 4 ' How is an effective organization
More informationA Holistic Framework for Business Excellence
Tutorials, J. Roberts Research Note 9 June 2003 A Holistic Framework for Business Excellence Most enterprises seek continuous improvement in the quality of their products, services and management. A holistic
More informationPRACTICAL EXPERIENCE OF THE EFQM MODEL IMPLEMENTATION IN THE CONDITIONS OF PUBLIC UNIVERSITY.
PRACTICAL EXPERIENCE OF THE EFQM MODEL IMPLEMENTATION IN THE CONDITIONS OF PUBLIC UNIVERSITY. Anna NAGYOVÁ, Štefan MARKULÍK The Department of Safety and Quality of Production, Faculty of Mechanical Engineering,
More informationExercise 2.1 The marketing planning process questionnaire
The first exercise enables you to make an objective analysis of your company s marketing planning process. If you choose, you can then take matters further by working out in what ways the planning process
More informationEducation Quality Development for Excellence Performance with Higher Education by Using COBIT 5
Education Quality Development for Excellence Performance with Higher Education by Using COBIT 5 Kemkanit Sanyanunthana Abstract The purpose of this research is to study the management system of information
More informationGSR Management System - A Guide for effective implementation
GSR Management System - A Guide for effective implementation 1 Introduction Governments are facing challenges in meeting societal expectations and have an interest in Governmental Social Responsibility
More informationMICHIGAN TECHNOLOGICAL UNIVERSITY MICHIGAN TECHNOLOGICAL
08. Quality Function Deployment developed by John K. Gershenson,, Ph.D. Professor of fm Mechanical le Engineering i MICHIGAN TECHNOLOGICAL UNIVERSITY and Director thebenshimagroup www.nasa.gov Where in
More informationThe Fundamental Concepts of Excellence
The Fundamental Concepts of Excellence 2 The European Foundation for Quality Management The European Foundation for Quality Management (EFQM ) is a membership based not for profit organisation, created
More informationQuality Manual ISO 9001:2015 Quality Management System
Quality management input comprises the standard requirements from ISO 9001:2015 which are deployed by our organization to achieve customer satisfaction through process control. Quality Manual ISO 9001:2015
More informationISO 9001:2015. Quality Manual Template.
www.iso-9001-checklist.co.uk Insert your company s name or logo, and address. This quality manual is the property of Your Company. It must not be reproduced in whole or in part or otherwise disclosed without
More informationSHORT ANSWER QUESTIONS (KEY) UNIT- I
SHORT ANSWER QUESTIONS (KEY) UNIT- I 1. Define quality. Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs. 2. What do you mean by quality
More informationQuality Management Chapter 14
Quality Management Chapter 14 1 Objectives What is Quality? Total Quality Management TQM in Service Cost of Quality Quality Improvements Quality Awards and Certifications 2 What is Quality? The Meaning
More informationWhat is ISO 9001 QMS? Business Beam
1 What is ISO 9001 QMS? Business Beam Contents 2 What is Quality About Quality Management System About ISO 9001 ISO 9001 Certification Process 3 What is Quality? What is ISO 9001 QMS? What is Quality?
More informationQuality management and quality frameworks
Summary of presentation Quality management and quality frameworks Mária Dologová Statistical Office of the Slovak Republic ESTP course on Quality Management in Statistical Agencies Introductory course
More informationEFQM Excellence Model and Fundamental Concepts of Excellence. Taras Kalyta Ukrainian Association for Quality
EFQM Excellence Model and Fundamental Concepts of Excellence Taras Kalyta Ukrainian Association for Quality 1 Thank Lithuania for strong and constant support of Ukraine in different period of our history!
More informationChapter 3. RESEARCH METHODOLOGY
Chapter 3. RESEARCH METHODOLOGY In order to discover the final conclusion of this study, there were several steps to be conducted. This chapter contains the detailed steps of what has been done in this
More informationCollege Thrissur, Thrissur, India
International Journal of Engineering Research and Development e-issn: 2278-067X, p-issn: 2278-800X, www.ijerd.com Volume 8, Issue 3 (August 2013), PP. 07-13 Empirical Research on TQM Practices of Organizations
More informationAligning IT and Business Strategies Adopting an HOQ, a Case Study in a Large Scale Iranian Bank
20 3rd International Conference on Information and Financial Engineering IPEDR vol.2 (20) (20) IACSIT Press, Singapore Aligning IT and Strategies Adopting an HOQ, a Case Study in a Large Scale Iranian
More informationQuality Manual ISO 9001:2015 Quality Management System
Quality management input comprises the standard requirements from ISO 9001:2015 which are deployed by our organization to achieve customer satisfaction through process control. Quality Manual ISO 9001:2015
More informationIMPORTANT NOTE: My remarks are my personal remarks and not that of any organization that I belong.
JP Russell Author of several books about quality, auditing & standards Editor of The ASQ Auditing Handbook, 1st-4th editions Columnist for Quality Progress Magazine for 15 years Member of US TAG TC 176
More informationQuality Management in Korean National Statistical Systems Focused on Quality Assessment
Quality Management in Korean National Statistical Systems Focused on Quality Assessment Sung H. Park Department of Statistics, Seoul National University, Seoul, Korea ABSTRACT First of all, the current
More informationRESULTS. SAMPLE OF AN ACTUAL REPORT (PART II) Name of site left off. CERTIFIED: No Yes
MC WORKFORCE DEVELOPMENT BOARD Technical Assistance Report For XXX Center or Organization From the Certification Subcommittee Of the Quality Assurance Committee DATE SAMPLE OF AN ACTUAL REPORT (PART II)
More informationLeadership Agility Profile: 360 Assessment. Prepared for J. SAMPLE DATE
Prepared for J. SAMPLE About this Report Introduction LEADERSHIP that special quality that enables leaders to achieve extraordinary success. In today's uncertain world the need for leadership is at an
More information1. Quality Right First Time for product and services will ensure fulfillment of external and internal Customers satisfaction. 2. It is a coordinated a
1. Quality Right First Time for product and services will ensure fulfillment of external and internal Customers satisfaction. 2. It is a coordinated activity to direct and control an organization with
More informationTrend and Business. Business and Quality Management
Trend and Business Business and Quality Management Nattasit Chaisaard PH.D. Candidate (Civil Engineering) Lecturer of School of Management Science Sukhothai Thammathirat Open University Quality is Buzzword?
More informationEnvironmental Management System Guidance
Environmental Management System Guidance Table of Contents Environmental Management System Guidance 1 Introduction 3 2 Gap Analysis 4 3 Implementation & Development 6 4 About Your Organization 7 4.1 Organizational
More informationQuality awards. Kalevi Aaltonen, Aalto University
Quality awards Kalevi Aaltonen, Aalto University QUALITY AWARDS EFQM Excellence Award Malcolm Baldrige National Quality Award Japan Quality Award Excellence Finland Deming Prize EFQM European Foundation
More informationEFQM: A Three-Dimensional Approach to Designing Excellence Measures
Amir Bolboli Dr. Markus Reiche Lean EFQM: A Three-Dimensional Approach to Designing Excellence Measures Agenda 2 Background Effective implementation of EFQM can lead to short/long term performance improvement
More informationTotal Quality Management
Total Quality Management James R. Evans Total Quality Management Contents About This Course How to Take This Course ix xi 1 Quality in Manufacturing and Service 1 A Brief History Modern Developments
More informationFRANCHISE BUSINESS PLAN
FRANCHISE BUSINESS PLAN FRANCHISE BUSINESS PLAN EFB The Franchise Business Plan involves the development of a comprehensive business plan proposal to buy into an existing franchise. Participants in the
More informationManagement Science Letters
Management Science Letters 3 (2013) 961 966 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl An empirical study of implementation of EFQM method
More informationQUALITY MANAGEMENT PRINCIPLES
ISO/TC176/SC2/WG15/N130 QUALITY MANAGEMENT PRINCIPLES 1. Quality Management Principles A quality management principle is a comprehensive and fundamental rule or belief, for leading and operating an organisation,
More informationCommitted to Excellence Assessment
Committed to Excellence Assessment Applicant Guide The objective of this guide is to help you prepare for Committed to Excellence Assessment. Following the advice in this guide will help maximise the benefits
More informationCore Values and Concepts
Core Values and Concepts These beliefs and behaviors are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within a results-oriented
More informationCORE VALUES AND CONCEPTS
CORE VALUES AND CONCEPTS The Criteria are built on the following set of interrelated core values and concepts: visionary leadership customer-driven excellence organizational and personal learning valuing
More informationOperations Management
9-1 Management of Quality Operations Management William J. Stevenson 8 th edition 9-2 Management of Quality CHAPTER 9 Management of Quality McGraw-Hill/Irwin Operations Management, Eighth Edition, by William
More informationCapability Maturity Model the most extensively used model in the software establishments
International Journal of Scientific and Research Publications, Volume 6, Issue 5, May 2016 710 Capability Maturity Model the most extensively used model in the software establishments Ajith Sundaram Assistant
More informationVisionary Leadership. Systems Perspective. Student-Centered Excellence
Core Values and Concepts These beliefs and behaviors are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within a results-oriented
More informationQuality Manual ISO 9001:2008 ISO 9001:2015
Quality Manual ISO 9001:2008 ISO 9001:2015 SAE CIRCUITS, INC. 4820 63 rd Street Suite 100 Boulder, CO 80301 USA www.saecircuits.com Table of Contents 1. Company Information 3 2. QMS Scope and Exclusions
More informationInternational Management Journals
International Management Journals www.managementjournals.com International Journal of Applied Strategic Management Volume 2 Issue 2 Special Edition Driving Strategy with Quality: A Useful Insight TQM Sustainability:
More informationInfluence of quality management systems on the environmental changes and the work conditions in industry
Influence of quality management systems on the environmental changes and the work conditions in industry D. Zawada-Michulka': R. Strulak' and A. A1 - Hassan2 l Technical University of Szczecin, Szczecin,
More informationProprietary Document Disclosure Restricted To Employees and Authorized Holders
Revision Level: A Page 1 o f 33 Revision Level: A Page 2 o f 33 (This page left blank intentionally.) Revision Level: A Page 3 o f 33 S i g n a t u r e P a g e Reviewed By Management Representative: 1
More informationContents. Part I Business-Integrated Quality Systems. Part II Integrated Planning. Preface... xi
Contents Preface... xi Part I Business-Integrated Quality Systems 1 Organizational Structures... 3 General Theory of Organization Structure... 5 The Functional/Hierarchical Structure... 6 Matrix Organizations...
More informationBy: MSMZ. Standardization
Standardization Introduction A standard is a document. It is a set of rules that control how people should develop and manage materials, products, services, technologies, processes and systems. Every organization
More informationEFQM MODEL CRITERIA APPLICABLE TO ANY ORGANISATION
EFQM MODEL CRITERIA APPLICABLE TO ANY ORGANISATION The beauty of the Model is that it can be applied to any organisation, regardless of size, sector or maturity. It is non-prescriptive and it takes into
More informationEOQ INTEGRATED QEHS SYSTEMS MANAGER
EOQ Registration Scheme, Rules & Handbook - 1 - EOQ Integrated QEHS Systems Manager EOQ Personnel Registration Scheme EOQ INTEGRATED QEHS SYSTEMS MANAGER RULES & HANDBOOK Prepared by: Mrs. Anabel uevas
More informationWHY QUALITY IS IMPORTANT? PRODUCT AND QUALITY COSTS OF POOR QUALITY COST OF ACHIEVING GOOD QUALITY. Prevention costs.
WHY QUALITY IS IMPORTANT? Lecture 7: Quality management systems PRODUCT AND QUALITY Quality has direct impact on economic results in both ways Costs Incomes Quality assurance Poor quality costs Higher
More informationSUPPLIER SURVEY FORM Instructions
SUPPLIER SURVEY FORM Instructions 1. The following Supplier Survey was developed by Vishay Measurements Group, Inc. to assess and document the capability of its supplier base. 2. The Supplier Survey is
More informationTHE USE OF THE MANAGEMENT METHODS ON THE FACULTY OF ENGINEERING OF THE UNIVERSITY OF DEBRECEN
THE USE OF THE MANAGEMENT METHODS ON THE FACULTY OF ENGINEERING OF THE UNIVERSITY OF DEBRECEN Edit Szűcs University of Debrecen Faculty of Engineering, edit@eng.unideb.hu Keywords: development of the organizational
More informationProject Quality Management
Project Quality Management Discussion Topics Quality Models Quality Management Activities ISO9000 CMMI What Is a Project? A temporary endeavour undertaken to create a unique product, service, or result
More informationChapter 2 Lecture Notes Strategic Marketing Planning. Chapter 2: Strategic Marketing Planning
Chapter 2: I. Introduction A. Beyond the Pages 2.1 discusses several aspects of Ford s strategy to restructure its operating philosophy. B. Although the process of strategic marketing planning can be complex
More informationComposing an Administrative Model of Self-Assessment in Organizations
2013, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com Composing an Administrative Model of Self-Assessment in Organizations Hossein Mohammadpour Zarandi
More informationAn Introduction OF ISO Certification
Dr. Nishant Rastogi and Monika Bharti Assistant Professor, Management, IIMT, Aligarh Research Scholar, Commerce, S.V.PG College, Aligarh Introduction The word "Quality" has many different definitions from
More informationThe Impact of 5S Implementation on Industrial Organizations Performance
International Journal of Business and Management Invention ISSN (Online): 2319 8028, ISSN (Print): 2319 801X Volume 2 Issue 3 ǁ March. 2013ǁ PP.43-49 The Impact of 5S Implementation on Industrial Organizations
More informationTemple Certificate in Quality Management
Implementation Training Consultancy Auditing Marston House 5 Elmdon Lane Marston Green Birmingham B37 7DL Tel: 0121 779 3337Email: enquiries@templeqms.com Web: www.templeqms.com DRIVING STANDARDS OF EXCELLENCE
More informationExecutive Overview. Transitioning to ISO 9001:2015 Quality Management System. Biafore Associates Inc. Overview Objectives
Executive Transitioning to ISO 9001:2015 Quality Management System Biafore Associates Inc. This guideline is for training purposes only; Not ISO controlled Objectives The overview objectives are as follows:
More informationPerformance measurement models: an analysis for measuring innovation processes performance
Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Scienc es 124 ( 2014 ) 397 404 SIM 2013 Performance measurement models: an analysis for measuring innovation processes
More informationJDI Quality Assurance Guideline
JDI Quality Assurance Guideline For Supplier, 2017 Japan Display Inc. 7/1/2017 - Table of Contents - 1. Introduction... - 7-1.1. Purpose of this Guideline...- 8-1.2. Structure of this Guideline...- 8-1.3.
More informationISO INTERNATIONAL STANDARD. Quality management Guidelines for realizing financial and economic benefits
INTERNATIONAL STANDARD ISO 10014 First edition 2006-07-01 Quality management Guidelines for realizing financial and economic benefits Management de la qualité Lignes directrices pour réaliser les avantages
More informationChapter 4 Fuzzy Analytic Hierarchy Process of Green Supply Chain Management in the Pharmaceutical Industry
Chapter 4 Fuzzy Analytic Hierarchy Process of Green Supply Chain Management in the Pharmaceutical Industry 4.1 Introduction During the past decade with increasing environmental concerns, a consensus, the
More informationTQM and Reliability Engineering
Total Quality Management & Reliability Engineering Dr V. Muralidharan Dept. of Mechatronics SRM University Introduction Total Quality Management TQM is an enhancement to the traditional way of doing business.
More informationDocuments are in Microsoft Word for ease of editing
INSERT YOUR COMPANY NAME HERE QM-001-A Documents are in Microsoft Word for ease of editing ISO 9001:2015 Quality Management Systems Documentation / Documented Information Document No. QM-001 Street Address
More informationHealth Care Criteria for Performance Excellence
Health Care Criteria for Performance Excellence The Satisfaction Snapshot is a monthly electronic bulletin freely available to all those involved or interested in improving the patient/ client experience.
More informationKey words: ISO 9000, organizational change, organizational culture, organizational culture model, LISREL
The Study of Standardization and Continuous Improvement Process of Organizational Culture Model - The Effect of ISO9000 Implementation on Organizational Culture and TQM Ming-Tzong Wang 1, Sophia S.-C.
More informationQuality Manual ISO 9001:2008
ISO 9001:2008 123 Fourth Street Wala Wala, WA *This manual is to be used as a template in developing your ISO 9001. Review the text; replace text to match your quality system requirements. At a minimum,
More informationTable of Contents. uvk-lucius.de/adam.
Table of Contents Preface 5 Acknowledgements 6 Table of Figures 13 1 Introduction and Overview Strategic International Management 19 1.1 Introduction 20 1.1.1 How to Use This Book 20 1.1.2 From Gradual
More informationAutomated quality excellence evaluation
Automated quality excellence evaluation Jozef Gašparík 1, Marián Gašparík 2 1 Department of Building Technology, Slovak University of Technology, Bratislava, Slovakia 2 POMAKS Bratislava, Slovakia * Corresponding
More informationQuality Management System Guidance. ISO 9001:2015 Clause-by-clause Interpretation
Quality Management System Guidance ISO 9001:2015 Clause-by-clause Interpretation Table of Contents 1 INTRODUCTION... 4 1.1 IMPLEMENTATION & DEVELOPMENT... 5 1.2 MANAGING THE CHANGE... 5 1.3 TOP MANAGEMENT
More informationIS Process Improvement: Making Sense of Available Models
Decision Framework, C.Young,S.Mingay Research Note 11 July 2003 IS Process Improvement: Making Sense of Available Models Improving IS results and credibility through continuous process improvement and
More informationQUALITY ASSESSMENT OF STATISTICS IN EUSTAT
QUALITY ASSESSMENT OF STATISTICS IN EUSTAT María Victoria García Olea 1, Enrique Morán Aláez 2 1 Basque Statistics Institute - Eustat, Vitoria-Gasteiz, Spain; Marivi-Garcia@eustat.eus 2 Basque Statistics
More information9001:2015, ISO 14001:2015 & ISO
Quality management input comprises the standard requirements from ISO 9001:2015 which are deployed by our organization to achieve customer satisfaction through process control. Environmental input comprises
More informationFuture development of the quality profession
Future development of the quality profession Dr Lars Sorqvist Vice president International Academy for Quality Associate Professor, Royal Institute for Technology, Stockholm, Sweden President, Sandholm
More informationA STUDY ON LINKAGES AMONG BALANCED SCORECARD PERSPECTIVES: THE CASE OF INDONESIAN LOCAL BANKS
Page136 A STUDY ON LINKAGES AMONG BALANCED SCORECARD PERSPECTIVES: THE CASE OF INDONESIAN LOCAL BANKS Rillyan N R a, GandaSatria b, Andi M Raihan R c, DermawanWibisono d abcd Bandung Institute of Technology,
More informationIxion Group Policy & Procedure. Quality & Assurance Framework
Ixion Group Policy & Procedure Quality & Assurance Framework Policy Statement The Ixion Group (Ixion) is committed to raising the standard of provision by putting our clients at the heart of everything
More informationQuality Systems Manual
Quality Systems Manual ( Documented Information ) ISO9001:2015 1 of 11 pages EFFECTIVE DATE: March 29, 2017 REV. H Prepared By: Date: March 29, 2017 President Approved by: Date: March 29, 2017 QA Manager
More informationTOTAL QUALITY MANAGEMENT AND LIBRARIES AND INFORMATION CENTERS
TOTAL QUALITY MANAGEMENT AND LIBRARIES AND INFORMATION CENTERS Mr. Sanjay Patel L. M. College of Pharmacy, Ahmedabad, India ABSTRACT In this paper I am discussing Objectives in libraries, Quality Control,
More informationCORROSION MANAGEMENT MATURITY MODEL
CORROSION MANAGEMENT MATURITY MODEL CMMM Model Definition AUTHOR Jeff Varney Executive Director APQC Page 1 of 35 TABLE OF CONTENTS OVERVIEW... 5 I. INTRODUCTION... 6 1.1 The Need... 6 1.2 The Corrosion
More informationCHAPTER 8 INTEGRATION OF QMS AND LMS
152 CHAPTER 8 INTEGRATION OF QMS AND 8.1 QUALITY MANAGEMENT SYSTEM There are various reasons for implementing a quality system that conforms to an ISO standard. The primary reason is that customers are
More information