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LOGO

“OVERVIEW OF QUALITY MANAGEMENT

SYSTEM”

“OVERVIEW OF QUALITY MANAGEMENT

SYSTEM”

MS. ELEANOR ROCHELLE S. CRUZJanuary 18, 2014

Java Hotel, Bacarra Road, Laoag City, Ilocos Norte

Outline of PresentationOutline of Presentation

I. Introduction

II. Quality Management System

III. Quality in the Public Sector

IV. Philippine Quality Award

What is Quality?What is Quality?

“ THE CHARACTERISTICS OF A PRODUCT OR SERVICE THAT BEAR ON ITS ABILITY TO SATISFY STATED OR IMPLIED NEEDS”

AMERICAN SOCIETY FOR QUALITY

•

“ A PRODUCT OR SERVICE FREE OF DEFICIENCIES”

“DOING THE RIGHT THING RIGHT,EVERYTIME FROM THE 1ST TIME”

“a degree or level of excellence…”

Oxford American Dictionary

What is Quality from the CUSTOMER’S perspective?

What is Quality from the CUSTOMER’S perspective?

• Fitness for use

– how well product or service does what it is supposed to

• Quality of design

– designing quality characteristics into a product or service

Dimensions of Quality:Manufactured ProductsDimensions of Quality:Manufactured Products

• Performance – basic operating characteristics of a product; how well

a car handles or its gas mileage

• Features – “extra” items added to basic features, such as a stereo

CD or a leather interior in a car

• Reliability– probability that a product will operate properly within

an expected time frame; that is, a TV will work without repair for about seven years

• Conformance – degree to which a product meets pre–established

standards

• Durability– how long product lasts before replacement;

• Serviceability– ease of getting repairs, speed of repairs, courtesy and

competence of repair person

• Aesthetics– how a product looks, feels, sounds, smells, or tastes

• Safety – assurance that customer will not suffer injury or harm

from a product; an especially important consideration for automobiles

• Perceptions– subjective perceptions based on brand name,

advertising, etc.

Dimensions of Quality: Services

Dimensions of Quality: Services

• Time and timeliness– how long must a customer wait for service, and is it

completed on time?

• Completeness:– is everything customer asked for provided?

• Courtesy:– how are customers treated by employees?

• Consistency– is same level of service provided to each customer

each time?

What Is Quality:Producer’s Perspective

What Is Quality:Producer’s Perspective

• Quality of conformance– making sure product or service is

produced according to design• if new tires do not conform to specifications,

they wobble• if a hotel room is not clean when a guest

checks in, hotel is not functioning according to specifications of its design

Meaning of QualityMeaning of Quality

What Is Quality:A Final Perspective

What Is Quality:A Final Perspective

• Customer’s and producer’s perspectives depend on each other

• Producer’s perspective:– production process and COST

• Customer’s perspective:– fitness for use and PRICE

• Customer’s view must dominate

QUALITY MANAGEMENT SYSTEM (QMS)

QUALITY MANAGEMENT SYSTEM (QMS)

Quality Management System (QMS) is a collection of business processes focused on achieving your QUALITY POLICY i.e. what your customer wants and needs. It is expressed as the organizational structure, policies, procedures, processes and resources needed to implement QUALITY MANAGEMENT.

Elements of a Quality Management System

Elements of a Quality Management System

• Quality Policy

• Quality Objectives

• Quality Manual

• Organizational structures and Responsibilities

• Data Management

• Processes

• Resources - including natural resources and human capital

• Product Quality leading to Customer satisfaction

• Continuous improvement including corrective and preventive action

• Maintenance

• Sustainability - including efficient resource use and responsible environmental operations

• Transparency and independence

QMS IS THEREFORE…QMS IS THEREFORE…

All the coordinated activities of the overall management function of an organization that determine its quality policy, objectives, and responsibilities and its implementation by means of a quality management system.

QMS consists of 3 fundamental structures:

QMS consists of 3 fundamental structures:

FUNDAMENTALSTRUCTURES OF QMS

POLICY MANAGEMENT“Doing the right things ”

PERFORMANCE IMPROVEMENT“Doing things right the first time”

PROCESS MANAGEMENT“Keeping things right”

Quality PrinciplesQuality Principles

• Education Education lifelong learninglifelong learning

• EnlighteningEnlightening new informationnew information

• ExcellenceExcellence exceeding exceeding expectationsexpectations

• EnergyEnergy a passion for lifea passion for life

• EmpowermentEmpowerment the power to actthe power to act

8 Quality Management Principles8 Quality Management Principles

1. Customer Focus2. Leadership3. Involvement of people4. Process approach5. System approach to management6. Continuous Improvement7. Factual approach to decision making8. Mutually beneficial supplier

relationships

A Successful, Cost effective QMS is one in which

A Successful, Cost effective QMS is one in which

• Quality policies and objectives are well defined

• Everyone is motivated to achieve quality• Responsibilities are clearly delegated in the

organization for activities influencing quality• Communication is good• Instructions are simple, clear and available• Meaningful records are kept• Training is available at all levels• The system is regularly monitored

Process to Establish a QMSProcess to Establish a QMS

• Define the scope of QMS• Define Quality Policy and Objectives• Identify key processes and

Organizational structure• Plan to establish a QMS• Define Key Processes• Design Quality Manual• Training on QMS

Model of Process-based QMSModel of Process-based QMS

Continuous improvement of the QMS

InterestedParties

Requirements

Interested Parties

Management Responsibility

Resource Management

Measurement, analysis and improvement

Product realization

Input Output

Satisfaction

Product

Total Quality Management Total Quality Management

Teams

System Tools

Process

Culture

Commitment

Communication

QMS Reviews – Quality AuditQMS Reviews – Quality Audit

• System audits

• Process audits

• Product/service audits

• Internal audits

• External audits

• Audits have to be planned and performed as part of the quality management activities

The BIG pictureThe BIG picture

Quality is relativeVision & Mission statements are about quality

Everybody is responsible for quality

Monitor and review quality

Continuous Quality Improvements

Understand the Principles of Quality

Policies, Processes & procedures are essential

Legislation supports quality

QMS IN THE PUBLIC SECTOR

QMS IN THE PUBLIC SECTOR

LEGAL BASESLEGAL BASES

REPUBLIC ACT NO. 9013 28 FEBRUARY 2001

“ AN ACT ESTABLISHING THE PHILIPPINE QUALITY AWARD IN ORDER TO ENCOURAGE

ORGANIZATION IN BOTH PRIVATE AND PUBLIC SECTOR TO ATTAIN EXCELLENCE IN

QUALITY IN THE PRODUCTION AND/OR DELIVERY OF THEIR GOODS AND SERVICE”

EXECUTIVE ORDER NO. 605

23 FEBRUARY 2007

“INSTITUTIONALIZING THE STRUCTURE,MECHANISMS AND

STANDARDS TO IMPLEMENT THE GOVERNMENT QUALITY

MANAGEMENT PROGRAM”

DBM CIRCULAR LETTER NO. 2008-8 23 OCTOBER 2008

NATIONAL GUIDELINES ON INTERNAL CONTROL SYSTEMS (NGICS)

CHAPTER 3, COMPONENTS OF INTERNAL CONTROL, SECTION 3.1

CONTROL ENVIRONMENTQUALITY MANAGEMENT SYSTEM

DBM CIRCULAR LETTER NO. 2011-05

MAY 19,2011

“PHILIPPINE GOVERNMENT INTERNAL AUDIT (PGIAM) ”

Generic Module on Controls in QMS

GCG Circular No. 2013-02April 29,2013

No. 6 letter e “ Government Quality Management System Standards (GQMSS)

pursuant to E.O. No. 605 s. 2007

GCG Circular No. 2013-02April 29,2013

No. 6 letter e “ Government Quality Management System Standards (GQMSS)

pursuant to E.O. No. 605 s. 2007

Government Quality Management System Standards (GQMSS)

Government Quality Management System Standards (GQMSS)

• A guidance document to provide public sector organization with a consistent approach to quality management.

• Translate the technical language of ISO 9001-2000 into a language that is more user friendly for those involved in managing quality in the public sector

ISO 9001-2000ISO 9001-2000

• The ISO 9000 family of standards is related to quality management systems designed to help organizations ensure that they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to a product. The standards are published by the International Organization for Standardization (ISO) and available through national standards bodies.

• ISO 9000 deals with the fundamentals of quality management systems, including the eight management principles upon which the family of standards is based. ISO 9001 deals with the requirements that organizations wishing to meet the standard must fulfill.

• Third-party certification bodies provide independent confirmation that organizations meet the requirements of ISO 9001. Over a million organizations worldwide are independently certified, making ISO 9001 one of the most widely used management tools in the world today.

The Philippine Quality Award

The Philippine Quality Award

What is the PQA?What is the PQA?

• A set of organizational performance assessment criteria covering a wide range of key excellence indicators:

CustomerCustomer Product & ServiceProduct & Service OperationalOperational Human ResourceHuman Resource FinancialFinancial

It measures the overall health of your organization,

beyond the financials

beyond the financials..

What is the PQA?What is the PQA? A flagship program of the National Action Agenda

for Productivity (NAAP)

A Roadmap towards Global Competitiveness for Key Sectors (Agriculture, Industry/Services, Healthcare, Education, Public Sector)

Established by Executive Order No. 448 in October 1997

Institutionalized through the signing of RA No. 9013 on February 28, 2001, otherwise known as the PQA Act

Objectives of the PQAObjectives of the PQA To promote standards on organizational

performance comparable to those of leading businesses/organizations abroad

To establish a national system for assessing quality and productivity performance in both private and public organizations

To recognize organizations which have achieved the highest level of quality and business excellence, thus providing benchmarks which could be emulated

Core Values and ConceptsCore Values and ConceptsCore Values and ConceptsCore Values and Concepts Visionary LeadershipVisionary Leadership Customer-Driven ExcellenceCustomer-Driven Excellence Organizational and Personal LearningOrganizational and Personal Learning Valuing Employees and PartnersValuing Employees and Partners AgilityAgility Focus on the FutureFocus on the Future Managing for InnovationManaging for Innovation Management by FactManagement by Fact Social ResponsibilitySocial Responsibility Focus on Results and Creating ValueFocus on Results and Creating Value Systems PerspectiveSystems Perspective

The PQA The PQA Assessment Assessment

CriteriaCriteria

Strategic Strategic PlanningPlanning

LeadershipLeadership

Operations FocusOperations FocusCustomer Customer FocusFocus

ResultsResults

Workforce Workforce FocusFocus

Measurement, Analysis, & Measurement, Analysis, & Knowledge ManagementKnowledge Management

Organizational Profile:Organizational Profile:Environment, Relationships, Strategic Environment, Relationships, Strategic

SituationSituation

Criteria assessment pointsCriteria assessment pointsCriteria assessment pointsCriteria assessment points

Leadership 120 points

Strategic Planning 85

Customer Focus 85

Measurement, Analysis, and Knowledge Management 90

Workforce Focus 85

Operations Focus 85

Results 450

1,000 total

• High level of excellence• National & global role model

• Achieved significant progress in building sound processes

• Demonstrated superior results• Role model in Philippines

PHILIPPINE QUALITY AWARDfor

PERFORMANCE EXCELLENCE

RECOGNITION FOR MASTERY IN QUALITY MANAGEMENT

RECOGNITION FOR PROFICIENCY IN QUALITY MANAGEMENT

• Planted seeds of quality and productivity

RECOGNITION FOR COMMITMENT TO QUALITY MANAGEMENT

Award and Recognition LevelsAward and Recognition Levels

1. Private Organizations

(Small/Medium/Large Enterprises):

- Manufacturing

- Service

- Agriculture

- Healthcare

- Education

- Other Industries

2. Public Organizations

National Line Agencies

Government-Owned and Controlled Corporations

Local Government Units

State Universities and Colleges

Other Gov’t. Agencies

Scope of ApplicationScope of Application

PQA Award recipients:PQA Award recipients:

1998Amkor-Anam Pilipinas, Inc. L2

Data General Phil., Inc. L2

Yazaki-Torres Mfg., Inc. L1

San Miguel Yamamura Asia Corp. L1

City Gov’t. of Marikina L1

Electronic Assemblies, Inc. L1

American Microsystems, Inc. L1

1999American Microsystems, Inc. L2

City Gov’t of Marikina L2

National Statistics Office L1

PSI Technologies, Inc. L1

2000Philips Semiconductor Phil., Inc. L2

Texas Instruments Phil., Inc. L2

City Gov’t of Makati L1

PSI Technologies, Inc. L1

Astec Power, Inc. L1

2001Intel Phil. Mfg., Inc./Intel

Technology Phil., Inc. L3

Integrated Microelectronics, Inc. L3

Cypress Semiconductors Phil., Inc. L1

PQA Award recipients PQA Award recipients (continuation)(continuation)::2002PSI Technologies, Inc. L2

ON Semiconductors Phil., Inc. L1

2003Panasonic Mobile Communica- tions Corp. of the Phil. L3

IndoPhil Group of Companies L1

2004United Laboratories, Inc. L2

First Sumiden Circuits, Inc. L2

Moog Controls Corp. L1

National Economic Dev’t. Authority (NEDA) Region I L1

2005NYK Fil Ship Management, Inc. L3

Centro Escolar University L2

University of Santo Tomas L2

John B. Lacson Colleges, Inc. L1

2006First Sumiden Circuits, Inc. L3

National Transmission Co. L1

NEDA Region I L1

2007Airlift Asia, Inc. L1

PQA Award recipients PQA Award recipients (continuation)(continuation)::2008United Laboratories, Inc. L4

First Phil. Industrial Corp. L3

Airlift Asia, Inc. L2

2009NEDA Region I L1

Phil. Council for Agriculture, Forestry and Natural Resources Research & Dev’t. (PCARRD) L1

John B. Lacson Colleges Foundation-Arevalo, Inc. L1

2010SunPower Philippines Mfg. Ltd. L2

Mariwasa Siam Ceramics Inc. L1

RCM Manufacturing Inc. L1

2011Automotive Air Conditioning

Technology of the Phil. L2

NYK-TDG eBusiness Corp. L2

Department of Science & Technology (DOST) Region IX L1

Metals Industry Research & Dev’t. Council (MIRDC) L1

PQA Award recipients PQA Award recipients (continuation)(continuation)::2012OptoDev, Inc. L1

Don Bosco Technical College L1

Lyceum of the Philippines University Batangas, Inc. L1

Thomson-Reuters PTE Ltd L1

San Miguel Yamamura Glass Plant L2

2013

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“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.

William A. Foster

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.

William A. Foster

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