Practice of application of models of modern systems of management at the State University of Management

Transcription

1 Practice of application of models of modern systems of management at the State University of Management Zvonnikov V.I. - the pro-rector, PhD (pedagogic), the professor State University of Management. Nefedov V. A. deputy director of the Center of quality, the candidate engineering science, professor State University of Management Article is devoted choice ГУУ of model of strategic development on a way of perfection of systems of quality of management of education to areas Management. Perfection models, as well as any modelling representations about difficult objects, represent the simplified reflexion of a condition of the difficult socially-industrial environment. The purpose of creation of these models consists in working out of uniform approaches for an estimation of activity of the various organizations. Therefore in models, as a rule, neglect specific features of objects of estimations, paying special attention on the basic characteristics inherent in any organisations irrespective of their size, a pattern of ownership, branch specificity and other features. It is connected by that the most known models were developed as model of bonus competitions (for example, models of awards Deming, Boldrige and the European award on quality EFQM (European Foundation for Quality Management) which primary goal is the estimation and drawing up of activity of the various organisations-applicants. At the same time, the maintenance of blocks of models for the various organisations essentially differs, as it reflects specificity of applied approaches in activity and management. So, for example, concrete recommendations about possible approaches and their reference are included in the description of Model of Perfection to Model blocks (to criteria and their components). Such combination general and individual in models, on the one hand, allows to apply them to the decision of competitive problems, and, on the other hand, they can be taken as a principle a diagnostic self-estimation of activity as models could/t be rather easily are adapted for specificity of any organization. The diagnostic self-estimation of activity of the organization is, first of all, means for revealing of strengths and areas for activity improvement. The diagnostic self-estimation usually is understood as the estimation of activity spent or forces of own employees or with

2 attraction of foreign experts which unique purpose is perfection of activity of the organization. It is obvious, what even in case of carrying out of competitive estimations of activity the organization should aspire to receive result close to the diagnostic self-estimation which main task is - clear representation about strong and weaknesses. Carrying out of self-estimations makes sense only in the event that they, on the one hand, are spent regularly, that allows to reveal tendencies of development of the organization, and, on the other hand, self-estimations should be a basis at formation of annual plans of measures on activity improvement. Models, which underlie estimations (and self-estimations) activity in the scientific literature on quality are positioned as model of total quality management (Total Quality Management - TQM) and include not only technological to a component (the tool for an estimation), but also conceptual. Specified above model have laid down in a basis of its time philosophy (and ideologies) the business which clearest expression is visible in fundamental concepts of Perfection of Model ЕFQМ. That fact, that in 2000 substantive provisions of this philosophy have found the reflexion in international standards ИСО of a series 9000 in the form of quality management principles, only underlines a role of world models TQM in formation of modern approaches in management. The approaches developed on their basis as a matter of fact became standards in business. Revision of conceptual approaches to quality management of the end of 80th years and experience of application of models of Perfection has led to comprehension of a strategic orientation of models, doubtless importance of such concepts as a policy and strategic targets of organization. At first it was showed in comprehension of a policy in the field of quality and the purposes of quality. However real definition of a policy and the purposes concerning production or maintenance of satisfaction of consumers is impossible if not to consider aspects of a policy and strategy concerning management of the personnel, formations of partner relations with suppliers and accessory manufacturers, formations of feedback mechanisms with the personnel and updatings of manufacture and set of other questions. Is artificial to isolate from a control system separate subsystems (for example the quality management system) is represented frequently inconvenient and not always is expedient. For this reason in models TQM are presented the Policy and Strategy of enterprise (and not just a policy in the field of quality).

3 In the literature much smaller attention is given to technological aspects of application of models. At the same time the basic to the critic is connected by that is very frequent at application of modeling approaches the level of development of organizational culture of the organizations is not considered. It is a question, first of all, of conformity of receptions and approaches to a self-estimation to possibilities of the organization for their effective and productive application at the given level of organizational development. The Perfection model, unlike other world models, offers wide enough spectrum of possible variants of the receptions easily adapted for concrete conditions (and to possibilities) their applications. In a system of education the transition had been to a complex estimation of activity of HIGH SCHOOLS on the basis of the confirmed list of indicators of the accreditation, including, in particular, and an indicator of presence of intrahigh school systems is carried out quality managements of formation or control systems. In essence the estimation of this indicator should be based on the analysis of presence of system of quality (SQ) in HIGH SCHOOL, that directly obliges educational institutions to start creation SQ. However criteria of presence and efficiency SQ HIGH SCHOOLS accurately are not defined now, that essentially complicates carrying out of external examination at their certification and the state accreditation. The basic world tendencies in sphere of maintenance of quality are reduced to the following: 1. Working out of uniform criteria and maintenance and guarantee standards Qualities of formation of the European countries within the limits of Bolonsky process. 2. Creation, development and harmonization of national systems Accreditations of educational programs of the European countries. 3. Working out and introduction SQ of HIGH SCHOOL on the basis of various models of system qualities, including requirements and recommendations international pull down series mouths :2000, model of the European Foundation for Quality

4 Management (ЕFQМ) and other national models of quality management in formation. 4.Construction of control systems by quality of educational process on quality management principles, but without a direct binding to some models. 5. Carrying over of the centre of gravity from procedures of external quality assurance educational process and its results on the basis of national systems certifications and accreditations towards an internal self-estimation of HIGH SCHOOL on the basis of those or other models. It provides carrying over of responsibility for quality and quality estimation there where it should be - in HIGH SCHOOL, and leads to the essential economy of the material and time resources allocated for carrying out external examination. At a choice of model of quality management of formation of the most comprehensible to each concrete HIGH SCHOOL, it is necessary to keep a principle of variability of models SQ of HIGH SCHOOLS, at observance of the basic requirements of standards and instructions of the quality assurance of formation of the European countries within the limits of Bolonsky process and use of the big positive experience which has been saved up in quality management of formation on the basis of known models of systems of quality. At the moment principles of construction SQ of HIGH SCHOOLS are based on following documents and models of systems of quality of formation: «Standards and Instructions for the Higher education quality assurance In the European region», developed by the European network (Association) quality assurances (ЕNQA) in higher education sphere. Standards on a quality management of series ISO 9000:2005 (GOST Р ISО ). 3. Model of competition Rosobrnadzor and Rosobrnauka «Intrahigh school systems of maintenance of quality of preparation of experts».

5 4. Self-estimation model of "Perfection of activity of high school» harmonized with model of the European Foundation for Quality Management (EFQM). Principles on which the documents mentioned above are constructed and models have the big degree of coincidence mutually supplement each other and differ only completeness and depth of coverage of all process worker in HIGH SCHOOLS and degree of overlapping of system of quality with the general system of management the organizations. Now all necessity of introduction is already clear systems of maintenance of quality in HIGH SCHOOLS. Presence and development of system quality maintenance it is checked even during complex checks activity of HIGH SCHOOLS by federal agency on supervision in an education sphere and sciences. Now at interuniversity conferences speech goes about more concrete approaches and about ways of their realization in the educational establishments. According to researches the majority of HIGH SCHOOLS took for a basis in creation of systems of a quality management (SQM) international standard МS ISО 9001:2008. This standard answers a question, what processes should to be in the organization that she aspired to let out the qualitative product. This standard is universal, that is approaches and for HIGH SCHOOL, but that this standard has been based in more degrees on experience of the industrial the enterprises, the defined forces to think of interpretation requirements of the standard for educational institutions. Despite the obvious complexities HIGH SCHOOLS introduce this standard behind obvious absence authoritative alternatives. Since 2004 the State University of managements has started working out SQM on the basis of MS ISO 9001:2000 and to the present moment has developed base documents. By the way to

6 tell, certification is not end in itself of introduction SQM. Certification only external acknowledgement for the organization, that at them really is SQM, instead of is simple statements of a management for its presence. Besides annual supervising audits of body on certification do not allow to stop to functioning SQM of the organization and as though support it «in a tone» from an outer side. The quality management system urged to raise first of all productivity of the organization and quality of its services, and as a sign of a maturity of system the recognition of its work and necessity from all employees of the organization can serve. The system should form a cycle of constant improvement of all processes of the organization by means of definition of the purposes of the organization, statement of the purposes to processes and divisions, definitions and managements of processes, carrying out of regular monitoring and measurements, carrying out of improvements at all levels as a result of the analysis of data. During organization development there is a question and on development most SMQ which will not be limited only to the minimum set of requirements of standard ISO Before State University of Management opened two ways - To develop SQM to base of standard MS ISO 9004 To develop SQM on the basis of model of perfection of the European Foundation for Quality Management (ЕFQМ). Approaches to the quality management systems, containing in family of standards MS ISO of a series 9000, and the approaches containing in models of perfection, are based on the general principles. Both approaches: a) Give the chance to the organization to identify strong and weaknesses; b) Contain positions for assessment in comparison with the conventional models; c) Give a basis for constant improvement; d) Contain positions or an external recognition. Distinction between approaches to the quality management systems, containing in family of standards MS ISO of a series 9000, and

7 perfection models consists in areas of their application. Standards of family MS ISO of a series 9000 contain requirements to systems of a quality management and guidelines on activity improvement; assessment quality management systems establishes performance of these requirements. Perfection models contain the criteria, allowing to spend comparative assessment organization activity, and it is applicable to all kinds of activity and to all interested parties of the organization Criteria of an estimation in perfection models give the organizations a basis for comparison of its activity with activity of other organizations. The choice (time) has been made in favour of perfection model as it sets a way of development SQM and levels of its maturity more accurately. The model sets structure for an estimation of dynamics of results of the organization and quality of approaches for improvement of given results. The model allows not only to estimate presence or not presence SQM (as it will make audit on ISO 9001), but also an organization level of development in points and allows to develop on the basis of estimations the plan of improvements of approaches for the purpose of improvement of results. Participation of University in competition Rosobrnadzor and Rosobrnauka «Vnutivuzovsky systems of maintenance of quality of preparation of experts» in 2003 and 2005 of (further - Competition) which criteria are based on criteria of model of perfection ЕFQМ became first step State university of Management to development of system of a quality management on the basis of perfection model. However our choice does not mean refusal of works on certification SQM State university of Management on conformity MS ISO Would be more correct to name strategy of our actions as creation and perfection integrated SQM State university of Management which purpose is competitiveness State university of Management both on internal and on external the markets of preparation of experts on the threshold of a Russia's accession to the World Trade Organization. Project stages. In the spring 2003 University has begun the project which essence consists in necessity of drawing up of the report on activity according to criteria of model of Competition Rosobrnadzor and Rosobrnauka «Intrahigh school systems Maintenance of quality of preparation of experts».

8 Experts ГУУ have passed theoretical and practical training in Association on certification «the Russian Register» International Network of certification IQNet, Moscow institute of steel and alloys (MISIS), VNIIS and RQO. For operative work on report drawing up the expert group has been created. The structure of expert group included experts of the Center of quality, advisers. Members of expert group possessed knowledge on understanding of criteria and systems of an estimation of the given criteria, and the organization was their purpose works on gathering of demanded data and mainly technical data of the report. Organizations has been offered by Technical committee (ТC) 176 ISO «the Quality management and quality assurances». Certification of systems of a quality management (SMQ) on conformity MS ISO of a series 9000 is the most prestigious problem of the organizations guaranteeing high quality of the activity. Overall objective SQM - is better today, than yesterday, tomorrow it is better, than today. However construction, conformity acknowledgement to a world degree of quality of management and a management and constant perfection to please the customer-it only a part of the declared model. It is important to show a way of achievement of business perfection taking into account interests stakeholders (i.e. social responsibility of all interested parties). Social responsibility is a quality of relations of manufacturers with various interested parties, and logic of working out, perfection and application of the international standards and perfection models shows, that: - quality management system according to international standard MS ISO 9001 is social responsibility before the customer; - along with this block of problems, the requirement of today and prospect of an input of university in Uniform European and world space in higher education sphere have forced to accept in strategic plan for development State university of Management for use of dynamic model of business perfection of the European Foundation for Quality Management (EFQM) with social responsibility before the customer, the personnel, a society.

9 The system of warranting of quality of higher education State university of Management is realized on base: requirements of international standards MS ISO and corresponding to it State Standard R ISO 9001 in version 2008; models «Aspiration to perfection» the European Foundation for Quality Management (ЕFQМ). To execute strategic plan for development State university of Management for of in 2007 was the certificate of conformity of system of a quality management is received with reference to 11 kinds of activity (Registration РОСС RU.КЭ02 К00226, date Registration in Rostechregulirovanie ). The system of quality State university of Management is confirmed by the Level Certificate «Aspiration to perfection»the European Foundation for Quality Management (ЕFQМ) СZЕ ( In the conclusion of validator about delivery of the Certificate of Level «Aspiration to perfection» the European Foundation for Quality Management (ЕFQМ) СZЕ it is confirmed, that State university of Management corresponds to model on to three initiatives: Working out and actualization of mission, vision and strategy of the organization, Expansion of system of a quality management on auxiliary processes, Working out and introduction of system of an estimation of satisfaction of consumers, and then - to level «Recognized perfection» (ноябрь2009г.) with the higher estimation of activity of university - 5 of stars (5 *) - the certificate R4Е (November 2009г.) Achievement of these results was promoted also by following circumstances:

10 1. VOQ (the All-Russia Organization of Quality - National partner organization EFQM) recognised State university of Management as the winner in competition «Russian Leader of Quality» of 2007 with diploma delivery «the Russian Leader of Quality» and has awarded a management of an honorable gold medal of the winner of Competition «Russian leader of quality», 2. State university of Management has been selected by the corporate member of Royal Institute of maintenance of quality (The Institute of Quality Assurance - IQA, the Great Britain)-2008g., З. On forum the State University of Management has been awarded by the Gold medal and Honourable the diploma of the winner «FONDATION FOR EXCELLENCE IN BUSINESS PRACTICE» (Switzerland, Geneva) - for high quality in business practice (FЕВР) The system of quality State university of Management is confirmed by certification of high school for which was spent by Federal agency on supervision in an education sphere in November - December, 2007.). The literature 1.Zvonnikov V.I., Nefedov V.A. Create and perfection of models of quality management of preparation of experts in the field of management in ГУУ. Moscow: Publishing centre GOUVPO "State university of Management", Zvonnikov V.I., Nefedov V.A. Create and perfection of system of a quality management of formation in high schools. М: Management today 6 (54), Moscow: Joint-Stock Company «Grebennikov`s Publishing house», 2009.

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