Introduction to Quality

Management
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Contents
1. Introduction – the meaning of “Quality”
2. Quality Management Systems
1. Quality Policy and Leadership
2. The Process Approach
3. Quality System Documentation
4. Measuring Effectiveness and Efficiency
5. Continual Improvement
3. Standards for Quality Management
Systems
4. Discussion: quality systems in higher
education
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 1
Introduction
The concept of
“Quality”
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The Meaning of “Quality”

 In common language, it means
excelency, something very good
 What is good for one case is not
necessarily good for another.
 Cars are a good example...

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The meaning of “Quality”

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The meaning of “Quality”

ready to eat
raw materials lunches

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The meaning of “Quality”

 Can be seen from several

perspectives:
 The result
 The process
 The consequences

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The meaning of “Quality”

 Based on the Product
 Differences in quality
correspond to differences in the
amount of one ingredient or
desired attribute
 Price is not the most important
factor
 Consumers’ needs have a role in
the definition of quality
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The meaning of “Quality”

 Based on the
Production
 Quality is conformity to
specific requirements
 Process variability is a
menace to quality
 Statistic methods are applied
to measure and control
variability in conception,
production and final product
 Does not lead directly to
consumer satisfaction

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The meaning of “Quality”

 Based on the Value

 Quality is the degree of excellence at an
acceptable price, or the control of
variability at an acceptable price
 Relation quality/cost is very complex
 “value for money”

Feigenbaum (1951), Abbott (1995)

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The meaning of “Quality”

 Based on the User

 Quality is the capacity of fulfilling the needs
of a specific user.
 Satisfying or exceeding consumers’
expectations
 Difficult to translate into product
specifications…

Juran (1974), Groonroos,(1983), Parasuraman (1985)

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The development of Quality

1200-1799 1800-1899 1900-1940 1941-1945 1946-today
Guilds in Industrial Process Quality in Total Quality
Medieval Revolution; Orientation WW2 Management
Europe mass production

Product Product Sampling

Product Inspection Inspection Inspection
Inspection
Statistical Statistical
Quality Control Quality Control

Shewart
Deming
Juran 12
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The meaning of “Quality”

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Quality Management
Systems
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Fundamental definition
 Quality Management System
 Quality Assurance System
 Quality System

is the set of procedures and

responsibilities that an organization
puts in force to attain its definition of
Quality.

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Quality Management
Principles
Quality Management Principles
1. Quality Policy and
Leadership
2. The Process Approach
3. Quality System
Documentation
4. Measuring Effectiveness and
Efficiency
5. Continual Improvement 16
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Quality Management
Principles
Quality Management Principles

1.Quality Policy and

Leadership

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1. Quality Policy and

Leadership
A Quality System is a tool to reach
objectives
The objectives of the organization
must be clearly defined in its
Quality Policy Statement
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Quality Policy
 The Quality Policy Statement sets a
clear goal for the organization.
 It may include:
 The mission
 The vision
 The objectives

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Quality Policy
 The Quality Policy Statement may
include:

The mission
The vision
The objectives
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1. Quality Policy
Costumer Focus
 In a QS it is essential to identify
who are the costumers
 Understand current and future
costumer needs
 Meet costumer requirements
 Strive to exceed costumer
expectations 21
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Quality Objectives
 The Quality Policy provides the
framework to establish the Quality
Objectives
 The Quality Objectives must be
consistent with the Quality Policy and
the commitment to continual
improvement, and their achievement
needs to be measurable

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Quality Policy – example 1a

Royal Roads University Quality Assurance Policy

Royal Roads University is for people who wish to advance in the

workplace. Our students share a passion for learning, a curiosity
about the world, and a desire to contribute meaningfully to their
organizations and communities. RRU was created to meet these
needs by delivering applied and professional programs, primarily at
the graduate level, that anticipate and respond to the changing
world and global economy.

We are a recognized leader in providing accessible and relevant

education, targeted to labour market needs, and delivered through
innovative, pioneering technology. We are committed to the highest
level of quality, teaching excellence, and applied research that
pursues solutions to real-world problems.

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Quality Policy – example 1b

Royal Roads University Quality Objectives
To effectively meet this mandate the University:
- Operates with governance and policy structure that allows programs to be
developed quickly in response to labour market needs;
- Uses external advisory boards to define and monitor what knowledge, skills and
attitudes employees are looking for in graduates;
- Uses innovative educational technologies to support adult learning principles and
to provide flexible learning options to Canadian and global learners;
- Requires learners to not only acquire relevant knowledge, but also to demonstrate
the ability to perform well in workplace environments.

(www.royalroads.ca)

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Quality Policy – example 2

Quality at the University of Helsinki means expedient activity and high-quality
results. The cornerstones of the quality policy at the University of Helsinki are:

-through quality work the University of Helsinki reinforces its position as one of
the best research universities in Europe

-each University community member, from teachers and researchers to other staff
members and students, is responsible for the quality of the University in their
activities

- the University quality assurance system supports the activity and development of
activity of each member of the University community, their unit and the whole
University community

(www.helsinki.fi)

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Quality Policy – example 3

Anna University strives to be recognised as a world class center of learning in
engineering, technology and applied sciences. To achieve this, Anna University is
committed to

- Raising the quality of education and maintaining the University as an effective human
resource development institution under all changing conditions

-Contributing to the growth of technical education and upholding the highest ethical and
professional standards

- Serving society to lead to its enrichment and advancement

-Discharging duties and obligations to the students and staff efficiently

- Improving the effectiveness of the Quality Management System continually

(www.annauniv.edu)

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Quality Policy – example 4

The European Master in Quality in Analytical Laboratories (EMQAL) is a Joint Master
course developed by the consortium of Universities. These are the University of Algarve,
University of Barcelona, University of Bergen, University of Cadiz, Gdansk University of
Technology and Central South University. The Universities in the Consortium have agreed
on the following Quality Policy regarding EMQAL:
The mission of EMQAL is the capacity building and training of students to form highly
competent professionals for implementing and managing Quality Systems in analytical
laboratories. These can be in diverse fields of analysis according to European standards and
policies. EMQAL promotes European cooperation and research leading to higher quality
standards in laboratory accreditation.
The vision of EMQAL is to be a world leader and reference in Higher Education for
analytical laboratory professionals. EMQAL aspires to be a model of successful European
cooperation promoting international harmonization of analytical procedures.
(www.cursos.ualg.pt/emqal)

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Quality Policy

 The Quality Policy Statement:

 establishes clear objectives for the institution
 motivates internal staff towards common objectives
 promotes the external image of the institution

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1. Quality Policy and Leadership

1. Leadership
 Leaders establish unity of purpose and direction

 Leaders can assure that people become fully involved in achieving the
organization’s objectives

 The Quality Policy must be defined by the top management /

highest hierarchy in the institution

 A strong leadership is essential for the success of a QS!

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Role of top management - 1

 To establish and maintain the Quality Policy and

Quality Objectives;
 To promote the Quality Policy and Quality Objectives;
 To ensure focus on costumer requirements
 To ensure appropriate processes are implemented

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Role of top management - 2

 To ensure that an effective and efficient Quality System is

established
 To ensure the availability of necessary resources
 To review the Quality System periodically
 To decide on actions regarding the Quality Policy and
Quality Objectives

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Quality Management Principles

Quality Management Principles
1. Quality Policy and Leadership
2. The Process Approach

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The Process Approach

 Process: a collection of activities / tasks that produce outputs

(services or products) from inputs

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The Process Approach

 Example: student registration

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The Process Approach

 Example: teaching

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The Process Approach

 Example: Preparation of classes timetables

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The Process Approach

 Example: Diploma issuing

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The Process
Approach

 Results are achieved more efficiently

System Approach to
Management
 Identifying, understanding and
managing interrelated processes

 costumer-supplier relationships
between processes

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Quality Management Principles

1. Quality Policy and Leadership

2. The process Approach
3. Quality System Documentation

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Quality System Documentation

Say what you do.

Do what you say.
Prove it.

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Documentation

 Enables communication of intent and consistency of action

 The documentation in a QS has 3 functions:

 To describe the activities in the QS
 To act according to what is written
 To prove it.

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Documentation
 Hierachical structure of documentation
 Quality Manual(s)
 Quality Procedures
 Technical Procedures
 Records

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Documentation
 Quality Manual
 describes the Quality Policy of the organization
 describes the general guidelines of the system:
 organigrams and responsibilities
 organization of documentation
 Mechanisms for continual improvement
 Must be approved by the highest hierarchy in the
institution.

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Quality Management Principles

Quality Management Principles
1. Quality Policy and Leadership
2. The process Approach
3. Quality System Documentation
4. Measuring Effectiveness and Efficiency

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Effectiveness and Efficiency

Effectiveness
 the extent to which planned activities are realized and results
achieved.

Efficiency
 relationship between the result achieved and resources used

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Measuring effectiveness and efficiency

Continual Improvement
 Should be a permanent objective
 Improvement must be based on facts, not opinions

Factual Approach to Decision Making

 Decisions are based on the analysis of data and information
 collection of reliable data is essential!

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Quality Indicators

 Quality indicators are numbers that measure efficiency and

effectiveness
 Quality indicators are calculated from objective data.

 Quality Indicators are used to quantify the extent to which the

Quality Objectives are met.
 Quality indicators should be
 simple and as few as possible
 Complementary
 Indicate clear measurements

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Examples of Quality Indicators

Indicator Example

Costumer satisfaction =(#complaints)/(#clients)

Efficiency of staff =(#hours of staff doing productive work)/(total # of

management hours)

Effectiveness of Quality =(#of nonconformities detected in External Audits)/(#

Management of conformities detected in Internal Audits)

Confidence =(# of work requests)/year

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Examples of Quality Indicators

In Higher education institutions?

Indicator Example

Effectiveness of teaching

Efficiency of research
activities

Efficiency of Diploma issuing

Effectiveness of student
graduation

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Examples of Quality Indicators

In Higher education institutions?
Indicator Example

Effectiveness of teaching = (average student grade) / (spread of student grades)

Efficiency of research = (# scientific publications) / (# of researchers)

activities

Efficiency of Diploma issuing = average time lapse between issuing of grades and
issuing of diploma

Effectiveness of graduation = (# diplomas issued) / (# of registered students)

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Risks of Quality Indicators...

Indicator Example Problems

Effectiveness of = (average student grade) / (spread of Grades may be inflated...

teaching student grades)

Efficiency of = (# scientific publications) / (# of Number of publications does

research researchers) not reflect quality of
activities research...
Efficiency of = average time lapse between issuing of External factors (ex: change
Diploma issuing grades and issuing of diploma in legislation) may affect
time lapse
Depends on the
Effectiveness = (# diplomas issued) / (# of registered quality/performance of
graduation students) students

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Quality Indicators
 Quality Indicators alow
 Anticipation of tendencies
 Knowing the evolution of
“critical points”
 Immediate reaction and
correction

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Quality Management Principles

Quality Management Principles
1. Quality Policy and Leadership
2. The process Approach
3. Quality System Documentation
4. Effectiveness and Efficiency – how to measure
5. Continual Improvement

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 The cycle of continuous improvement -
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PDCA

Establish the objectives

and processes Implement the
processes

Take actions to Monitor and

continually improve measure processes
process performance and products, and
report the results

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The cycle of continuous improvement -

PDCA

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Continual Improvement

a) Analysing and evaluating the existing situation to identify areas for

improvement;

b) Establishing the objectives for improvement

P
c) Searching for possible solutions to achieve the objectives;

d) Evaluating these solutions and making a selection;

D e) Implementing the selected solution

C f) Measuring, verifying, analysing and evaluating results of the implementation to

determine that the objectives have been met

A g) Formalizing changes / or making necessary adjustments

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Evaluation of the QS

a) Are the processes identified and appropriately defined?

b) Are responsibilities assigned?

c) Are the procedures implemented and maintained?

d) Are the processes effective in achieving the required results?

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Evaluation of the QS

 Quality Audits
 Review of the Quality System
 Self-Assessment

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Quality Audits
 Used to determine the extent to which the QS requirements are fulfilled

 Audit findings are used to assess the effectiveness of the QS and to

identify opportunities for improvement

 May be:
 First-party – internal quality audit
 Second-party
 Third-party

 ISO 19011

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Review of the Quality System

 Role of the top management

 Regular systematic evaluations of the suitability, adequacy,

effectiveness and efficiency of the QS with respect to the Quality
Policy and Quality Objectives

 Can include consideration of the need to adapt the Quality Policy

and Objectives to changing needs.

 Audit reports are used for review of the QS.

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Self-Assessment

 Comprehensive and systematic review of the organization’s activities

and results referenced against the QS or a model of excellence

 Can provide an overall view of the performance of the organization

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Implementing and maintaining a QS

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 3
Standards for Quality
Management Systems
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Quality Systems
 The structure of a Quality System should follow a
standard pattern

 Standardization Organisms create Standards that

define rules for many diverse activities, including
how a Quality System should be organised

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Quality Systems in Higher Education

• International Standards
• International Organisation for Standardisation (ISO)
• ISO 9001/2008 – “Management Systems – Requirements”
• Certification – competence is not evaluated...

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Quality Systems in Higher Education

• International Standards
• European Association for Quality Assurance in Higher Education
(ENQA):
• “Standards and Guidelines for Quality Assurance in the European
Higher Education Area”, 2007
• Accreditation – competence is evaluated.

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 4
Discussion: Quality Systems in
Higher Education
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4. Discussion: Quality Systems in

Higher Education

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Thank you!

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