Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 1 Chapter 15 Implementing and Validating the Quality System
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 1 Chapter 15 Implementing and Validating the Quality System.
Dec 22, 2015
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Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 1
Chapter 15Implementing and Validating the Quality System
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 2
Strategic Quality PlanningImplementing and Validating the Quality System Chapter 15
Building Blocks for the system of quality improvementInternal validation: documenting and assessing the quality systemQuality auditsExternally validating the quality system
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 3
Strategic Quality PlanningImplementing and Validating the Quality System Building Blocks for the system of quality improvement
PeopleOrganizational learning and knowledgeCultureCloseness to CustomersInformation and financeThe three spheres of qualityThe integrative approachAlignment between the quality system and strategy
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 4
Strategic Quality PlanningImplementing and Validating the Quality System Building Blocks for the system of quality improvement
PeoplePeople represent the core of the firms capabilitiesFor a quality system to function effectively employees must understand that they are integral to the system
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
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 needsCustomer retention is closely relat5ed to profitability
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 needsFinancial resources are needed to provide the infrastructure and services that customers want
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 managementQuality assuranceQuality control
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
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
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
1. Surveying2. Categorizing3. Investigating4. Evaluating
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
1. Surveying2. Categorizing3. Investigating4. Evaluating
Generate list of strengths and weaknesses
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
1. Surveying2. Categorizing3. Investigating4. Evaluating
Reconceptualize list in terms of resources and capabilities
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
1. Surveying2. Categorizing3. Investigating4. Evaluating
Determine where potential competitive advantage lies
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
1. Surveying2. Categorizing3. Investigating4. Evaluating
Choose the appropriate generic strategy for the firm
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 candidatesAudit team selection. Select the right team members for the teamDevelop checklists containing the questions to be studied in the audit
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 17
Strategic Quality Planning Implementing and Validating the Quality System Quality Audits
Types of auditsOperational audits
assist all members of management in the effective discharge of their of their responsibilities
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 18
Strategic Quality Planning Implementing and Validating the Quality System Quality Audits
Types of auditsPerformance audits
Supplier auditsCertification auditsAward auditsConsultant auditsPresidential audits
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 19
Strategic Quality Planning Implementing and Validating the Quality System Quality Audits
Types of auditsQualitative and quantitative elements in audits
Qualitative audits compare current practice against structural measuresQuantitative audits actions such as reviewing quality control checksheets to model trends
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
1. Establish a purpose2. Make a plan3. Collect data4. Document findings5. Evaluate strengths and areas
for improvement6. Develop improvement strategy
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
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
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 15- 23
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recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.
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