PRD 4111 PRODUCT AND SERVİCE QUALITY MANAGEMENT

MALCOLM BALDRıGE, DEMıNG PRıZE, EUROPEAN QUALıTY AWARDS

RESUL KARATAŞ 2012432042

AHMET KÖSEOĞLU 2012432052

QUALITY IMPROVEMENT:THE AMERICAN WAY

MALCOLM BALDRIGE NATIONAL QUALITY AWARD (MBNQA) An award established by the U.S. Congress in 1987 to raise awareness of quality management and recognize U.S. companies that have implemented successful quality management systems. Awards can be given annually in six categories:

• Manufacturing

• Service company

• Small business

• Education

• Healthcare

• Nonprofit

THE BALDRIGE PERFORMANCE EXCELLENCE PROGRAM

is a tool that helps organizations identify bottlenecks that indicate where they are heading to

perfection and suggests using a particular approach to reaching appropriate solutions.

Some of the key charecteristics of the quality award The criteria focus on business results.

The Baldrige criteria are nonprescriptive and adaptable.

The criteria support company –wide alignment of goals and processes.

The criteria permit goal-based diagnosis.

Figure 1

THE BALDRIGE PERFORMANCE EXCELLENCE PROGRAM

Organizations that apply for the Baldrige Award are judged by an independent board of examiners.Recipients are selected based on achievement and improvement in seven areas ,known as the Baldrige Criteria for Performance Excellence:

Leadership: How upper management leads the organization, and how the organization leads within the community?

Strategy: How the organization establishes and plans to implement strategic directions?

Customers: How the organization builds and maintains strong, lasting relationships with customers?

THE BALDRIGE PERFORMANCE EXCELLENCE PROGRAM

Measurement, analysis, and knowledge management: How the organization uses data to support key processes and manage performance? Workforce: How the organization empowers and involves its workforce? Operations: How the organization designs, manages and improves key processes? Results: How the organization performs in terms of customer satisfaction, finances, human resources, supplier and partner performance, operations, governance and social responsibility, and how the organization compares to its competitors

THE BALDRIGE PERFORMANCE EXCELLENCE PROGRAM

The baldrıge process

baldrıge wınners last 3 years 2016 Baldrige Award Winners - Recipients

•Don Chalmers Ford, Used & New Car Dealer (Small Service Business); •Momentum Group, Textile Distributor (Small Business) •Kindred Nursing & Rehabilitation, Mountain Valley, (Health Care) •Memorial Hermann Sugar Land Hospital, (Nonprofit Health Care)

2015 Baldrige Award Winners - Recipients

•MidwayUSA, Weapons Dealer (Small Service Business) •Charleston Area Medical Center Health System, (Nonprofit Health Care) •Mid-America Transplant Services, (Nonprofit Health Care) •Charter School of San Diego, (Education) 2014 Baldrige Award Winners - Recipients

•Hill Country Memorial Hospital, Fredericksburg, Texas (health care) • David's HealthCare, Austin Texas (health care) •Elevations Credit Union, Boulder, Colorado (nonprofit) •PricewaterhouseCoopers Public Sector Practice, McLean, Virginia (government service

QUALITY IMPROVEMENT:THE JAPANESE WAY

DEMıNG PRıZE

The Deming Prize is a quality award honoring William Edwards Deming, who has helped develop statistical control in Japan since 1951.

The Deming prize was established by the Japanese Union of Scientists and Engineers (JUSE).

The prize, originally designed to be awarded to Japanese companies that have made significant improvements in terms of qualification,

The Deming prize process is open to non-Japanese firms.

DEMING PRIZE-THE CRıTERıA

Broadly, the following considerations are taken into account for the Deming Application Prize:

The emphasis of examination is on the implementation of TQM

The actual implementation of TQM practices is appreciated

Usage of advanced statistical methods is not the basis for success; appreciation and implementation of statistical methodology are more important

Examination viewpoint criteria are not a check-list for assessment. These provide an overall picture of TQM

Examiners judge features that have been applied by the company

DEMING PRIZE-THE CRıTERıA

The Examination Viewpoint includes:

• Top Management Leadership, Vision, Strategies

• TQM Frameworks

• Quality Assurance Systems

• Management Systems for Business Elements

• Human Resource Development

• Effective Utilisation of Information

• Scientific Methods

• Organisational Powers (Core Technology, Speed, Vitality)

• Contribution to Realisation of Corporate Objectives

DEMING PRIZE-THE CRıTERıA

Successful companies should score:

70 points or higher in the Executive Session

70 points or higher as the company average, excluding the Executive Session

50 points or higher for any examined unit of the company

DEMıNG PRıZE WıNNERS LAST 3 YEARS

2016 Deming Prize Winners

2016 Deming Prize for ındıvıdual

Ashok Leyland, Pantnagar Plant (India)

Toyota Motor Kyushu (Japan)

Maruwa Electronic & Chemical (Japan)

Naotake Okubo, Executive Advisor, Sekisui Chemical

2015 Deming Prize Winners 2015 Deming Prize for ındıvıdual

Cataler Corporation (Japan)

CPRAM Company Limited (Thailand)

GS Yuasa Corporation, Industrial Battery Production Division, Industrial Batteries and Power Sources Business Unit (Japan)

Tadaaki Jagawa, Advisor, Toyota; Executive Adviser to the Board, Hino Motors (Japan)

DEMıNG PRıZE WıNNERS LAST THREE YEARS

2014 Deming Prize Winners

2015 Deming Prize for ındıvıdual

• GC America (USA)

• Sekiso Corporation (Japan)

• Mahindra & Mahindra Limited,(India)

• Dr. Kazuyuki Suzuki, Professor, the University of Electro-Communications (Japan)

QUALITY IMPROVEMENT:THE EUROPEAN WAY

EUROPEAN QUALITY AWARD

In 1988 a group of 14 large European companies created the European Foundation for Quality Management in reaction to increased competition from overseas

The recognition that changes were needed if Europe was to compete in the world market

The European Foundation for Quality Management administers the European Quality Award(EQA).

The EQA has two levels.The highest level is the EQA for the most accomplished applicant in given year.The second level given is the European Quality Prize for other firms that meet the award criteria.

EUROPEAN QUALITY AWARD-THE CRıTERıA

Many things are common between Malcolm Baldrige award and the EQA award. Both arehaving the

scores from 0-1000. Many criteria are similar like Leadership, strategic planning etc.

The criteria in EQA award model are:

1.Leadership 2. Policy and strategy 3.People 4.Partnerships and Resources 5.Processes 6.Customer results 7.People results 8.Society results 9.Key Performance result

European Quality Award Model

EUROPEAN QUALITY AWARD-THE CRıTERıA

The European Quality Award criteria of impact on society asks the applicant to

document how the company is viewed by the society it affects.This includes the

company's approach to quality of life, the environment and the preservation of

global resources.Therefore,charitable activities,leisurerelated activities and

employment stability are all important aspects of quality system for the

Europeans.

EUROPEAN QUALITY AWARD WıNNERS LAST 3 YEARS

2016 EQA Winners

• Ayuntamiento de Alcobendas,Spain

• General Directorate of IETT Enterprises,Turkey(Prize Winner in Adding Value for Customers)

2015 EQA Winners

• BMW AG Werk Regensburg,Germany

• WDH,United Kingdom

• Coca-Cola AS Bursa Plant,Turkey(Prize Winner in Developing Organisational Capability)

• Sakarya University,Turkey(Prize Winner in Developing Organisational Capability)

EUROPEAN QUALITY AWARD WıNNERS LAST 3 YEARS

2014 EQA Winners

Bosch Bari Plant,Italiy(Award Winner & Prize Winner in Creating a Sustainable Future, Managing with Agility and Succeeding through the Talent of People)

Comparison of the Baldrige Award, Deming Prize and European Quality Award

https://youtu.be/TiuaFwzJ4FU

REFERENCES MANAGING QUALITY Integrating the Supply Chain S.Thomas Foster https://polen.itu.edu.tr/bitstream/11527/4407/1/9562.pdf JUSE Japanese Union of Scientists and Engineers (www.juse.org) NIST National Institute of Standarts and Technology (www.nist.gov) European Foundation for Quality Management (www.efqm.org)