Quality Management“It’s not just for products anymore”

Presented to the Inland Empire Section of ASQby

Daniella Biletski CQE, CMQ/OEVice Chair ASQ Certification Board

May 16, 2007

Quality Management – what is it?

Theory XTheory YTheory ZTQMTeam BuildingTraining

Little ‘q’Policies / ProceduresProduct/Service complianceCustomer/Supplier AuditsMetricsCost of Quality

People Process

PerformanceCorrective/Preventive Action Project ManagementLean/Six SigmaStrategic PlanningBig ‘Q’

Trends in the US (80s, 90s and today)Focused attention on how products and services meet technical specifications.

Businesses establish quality-control departmentQuality management tasks assigned to functional departments rather than specific quality departmentsScope of quality management was broadened from

Operations only (little Q) to all activities (big Q) External customers to external and internal customers

Expansion in the use of quality teamsDecision making delegated to lower levelsSuppliers and customers are included

in quality activities

Results of trends in quality managementFlatter organizationsIncrease in X-functional teamsParticipation in planning by front line teamsChanging organizational boundariesDecrease in size / increase in outputShift to group reward system

What is Quality Management today?The role of quality professionals is evolving at all levels – Quality Management is no differentThe Quality Management Division surveyed current Certified Quality Managers The ASQ Certification Board approved the new Certified Manager of Quality/Organizational Excellence (CMQ/OE), effective with the March 2006 administration.

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Today’s Quality ProfessionalLeads and champions process-improvement initiativesFacilitates, coaches, and mentorsMotivatesManages projects and human resourcesAnalyzes financial situationsDetermines and evaluates riskEmploys knowledge management tools and techniques

Certified Manager of Quality /

Organizational Excellence(CMQ/OE)

Body of KnowledgeLeadershipStrategic Plan Development and DeploymentManagement elements and methodsQuality Management ToolsCustomer-Focused OrganizationsSupply Chain ManagementTraining and Development

Leadership: Organizational Structures & Culture

Basic organizational designs: matrix, flat, parallel, etc.Management hierarchy and its influence in an organization. Characteristics of an organization that determine or underlie its culture.

Leadership:Challenges

Roles and responsibilities of leadersRoles and responsibilities of managersChange managementMotivating, influencing, negotiating, resolving Empowerment

Leadership:Teams and Team Processes

Types of teamsStages of team developmentTeam-building techniquesTeam roles and responsibilitiesTeam performance and evaluation

Strategic Plan Development & Deployment:Strategic Planning Models

Basic elements of systematic strategic planning modelsBusiness Environment AnalysisMarket forcesStakeholder analysisTechnologyInternal capability analysis Legal and regulatory factors

Strategic Plan Developmentand Deployment

Strategic Plan DeploymentResource allocation and deployment Organizational performance measurementQuality function in strategic deployment

Management Elements & Methods: Management Skills & Abilities

Principles of managementManagement theories, styles, and toolsInterdependence of functional areasHuman resources (HR) management Financial managementRisk managementKnowledge management

Management Elements & Methods: Communication Skills & Abilities

Communication BasicsCommunication in a global economyCommunications and technology

Management Elements & Methods: Project Management

Project Management ToolsProject Planning and estimation toolsMeasure and monitor project activityProject Documentation

Management Elements & Methods: Quality System

Quality Mission and PolicyQuality Planning, deployment, and documentation Quality System effectiveness

Management Elements & Methods: Quality Models & Theories

MBNQA Criteria for Performance ExcellenceISO and other third-party standards Other quality methodologiesQuality philosophies

Quality Management Tools:Problem-Solving Tools

The seven classic quality toolsBasic management and planning toolsProcess improvement toolsInnovation and creativity toolsCost of quality (COQ)

Quality Management tools:Process Management

Process GoalsProcess AnalysisLean toolsTheory of constraints (TOC)

Quality Management tools: Measurement: Assessment & Metrics

Basic statistical use SamplingStatistical analysisTrend and pattern analysis Theory of variationProcess capability Reliability and validityQualitative assessmentSurvey analysis and use

Customer-Focused Organization

Customer Identification & SegmentationCustomer Relationship Management

Supply Chain ManagementSupplier SelectionSupplier CommunicationsSupplier PerformanceSupplier ImprovementSupplier Certification,

Partnerships, and AlliancesSupplier Logistics

Training and DevelopmentTraining PlansNeeds AnalysisTraining Materials/Curriculum

Development and Delivery Training Effectiveness

and Evaluation

Quality Management is not just a title Integrated into leadership trainingIntegrated into collegiate curriculaTranscends functionsTranscends level of managementTranscends industries

Quality Management: A foundation for excellence

MALCOM BALDRIGE AWARD1. Leadership2. Strategic Planning3. Customer & Market

Focus4. Information &

Analysis5. Human Resource

Focus6. Process Management7. Business Results

CANADIAN AWARD FOR EXCELLENCE

1. Leadership2. Planning3. Customer Focus4. People Focus5. Process Management6. Supplier/Partner Focus7. Overall Business

Performance

EUROPEAN QUALITY AWARD

1. Leadership2. Policy & Strategy3. People4. Partnership &

Resources5. Processes6. Customer Results7. People Results8. Society Results9. Key Performance

Results

Managing Quality in a global economyASQ has 25 member-led groups

Functional forums/divisionsAudit, Customer/Supplier, Quality Management, Inspection, Lean Enterprise, Reliability

Industry specificAutomotive, Aviation Space & Defense, Biomedical, Education, Construction, Human Development & Leadership, Service Quality

People + Process + Performance

Quality Management professional

BibliographyBeechcroft, Dennis. “Defining Excellence.” Quality Management Forum. Fall 2006. www.asq.orgChua, Richard C. H., Defeo, Joseph, Gryna, Frank M. 2007. Juran’s Quality Planning and

Analysis for Enterprise Quality 5th ed.. New York, NY. The McGraw-Hill Companies.Denney, Bill. “Essentials for Excellence.” Quality Management Forum. Fall 2006. www.asq.orgKossoff, Leslie L. “What Managers need to know about Quality (Part 1)” www.kossoff.com.

December 2006.Kossoff, Leslie L. “What Managers Need to Know About Quality - Part 2 The Manager's Role.”

www.kossoff.com. December 2006.Marhevko, JD. "Preparing for the Certified Manager of Quality/Organizational Excellence

(CMQ/OE)." Quality Management Forum. Q305. www.asq.org.Marhevko, JD. “A fond Farewell to the Certified Quality Manager. Hello to the Certified

Manager of Quality/Organizational Excellence (CMQ/OE).” Quality Management Forum. Q405. www.asq.org.

Marhevko, JD. “The New Manager Exam Certified Manager of Quality/OrganizationalExcellence (CMQ/OE).” Quality Management Forum. Q106. www.asq.org.

Marhevko, JD. “Profiling today’s Certified Quality Manager of Organizational Excellence and should you be one?” Quality Management Forum. Q206. www.asq.org

Oakes, Duke. & Westcott, Russell T., Editors. 2001. Certified Quality Manager’s Handbook 2nded. Milwaukee. WI: Quality Press