Quality Management

• Quality Management

https://store.theartofservice.com/the-quality-management-toolkit.html

Six Sigma Quality management tools and methods used in Six Sigma

1 Within the individual phases of a DMAIC or DMADV project, Six Sigma

utilizes many established quality-management tools that are also used

outside Six Sigma. The following table shows an overview of the main

methods used.


Quality management

1 Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality.


Quality management - Quality management evolution

1 Henry Ford was also important in bringing process and quality

management practices into operation in his assembly lines



1 Walter A. Shewhart made a major step in the evolution towards quality management by creating a method for quality control for

production, using statistical methods, first proposed in 1924. This became the foundation

for his ongoing work on statistical quality control. W. Edwards Deming later applied

statistical process control methods in the United States during World War II, thereby successfully

improving quality in the manufacture of munitions and other strategically important

products.



1 Quality leadership from a national perspective has changed over the past five to six decades



1 Management should learn their responsibilities, and take on

leadership



1 Supervision should be to help people and machines and gadgets to do a better job



1 Improve constantly and forever the system of production and

service



1 Institute a vigorous program of

education and self-improvement



1 In the 1950s and 1960s, Japanese goods were synonymous with

cheapness and low quality, but over time their quality initiatives began to be successful, with Japan achieving

very high levels of quality in products from the 1970s onward



1 The ISO 9000 series of standards are probably the best known

International standards for quality management.



1 There are a huge number of books available on quality management. In recent times

some themes have become more significant including quality culture, the importance of

knowledge management, and the role of leadership in promoting and achieving high quality. Disciplines like systems thinking are bringing more holistic approaches to quality

so that people, process and products are considered together rather than independent

factors in quality management.



1 The influence of quality thinking has spread to non-traditional applications

outside of walls of manufacturing, extending into service sectors and into areas such as sales, marketing

and customer service.


Quality management - Principles

1 The International Standard for Quality management (ISO

9001:2008) adopts a number of management principles that can be used by top management to guide

their organizations towards improved performance. The principles include:


Quality management - Customer focus

1 Since the organizations depend on their customers, they should understand current and future customer needs, should meet customer requirements and should try to exceed the expectations of customers. An

organization attains customer focus when all people in the organization know both the internal and external customers and also

what customer requirements must be met to ensure that both the internal and external

customers are satisfied.


Quality management - Leadership

1 Leaders of an organization establish unity of purpose and direction of it.

They should go for creation and maintenance of such an internal

environment, in which people can become fully involved in achieving the organization's quality objective.


Quality management - Involvement of people

1 People at all levels of an organization are the essence of it. Their complete involvement enables their abilities to

be used for the benefit of the organization.


Quality management - Process approach

1 The desired result can be achieved when activities and related resources

are managed in an organization as process.this may also affect it


Quality management - System approach to management

1 An organization's effectiveness and efficiency in achieving its quality

objectives are contributed by identifying, understanding and

managing all interrelated processes as a system. Quality Control involves

checking transformed and transforming resources in all stages

of production process.


Quality management - Continual improvement

1 One of the permanent quality objectives of an organization should be the continual improvement of its

overall performance.


Quality management - Mutually beneficial supplier relationships

1 Since an organization and its suppliers are interdependent, therefore a mutually beneficial

relationship between them increases the ability of both to add value.


Quality management - Mutually beneficial supplier relationships

1 These eight principles form the basis for the quality management system standard ISO

9001:2008.


Quality management - Quality improvement

1 There are many methods for quality improvement. These cover product improvement, process improvement and people based improvement. In

the following list are methods of quality management and techniques

that incorporate and drive quality improvement:



1 ISO 9004:2008 — guidelines for performance improvement.



1 ISO 15504-4: 2005 — information technology — process assessment — Part 4: Guidance on use for process improvement and process capability

determination.



1 QFD — quality function deployment, also known as the house of quality approach.



1 Kaizen — 改善 , Japanese for change for the better; the common English term is

continuous improvement.



1 Zero Defect Program — created by NEC Corporation of Japan, based

upon statistical process control and one of the inputs for the inventors of

Six Sigma.



1 Six Sigma — 6σ, Six Sigma combines established methods such as

statistical process control, design of experiments and failure mode and

effects analysis (FMEA) in an overall framework.



1 PDCA — plan, do, check, act cycle for quality control purposes. (Six Sigma's

DMAIC method (define, measure, analyze, improve, control) may be

viewed as a particular implementation of this.)



1 Quality circle — a group (people oriented)

approach to improvement.



1 Taguchi methods — statistical oriented methods including quality

robustness, quality loss function, and target specifications.



1 The Toyota Production System — reworked in the

west into lean manufacturing.



1 Kansei Engineering — an approach that focuses on capturing customer emotional feedback about products

to drive improvement.



1 TQM — total quality management is a management strategy aimed at

embedding awareness of quality in all organizational processes. First

promoted in Japan with the Deming prize which was adopted and

adapted in USA as the Malcolm Baldrige National Quality Award and

in Europe as the European Foundation for Quality Management

award (each with their own variations).



1 BPR — business process reengineering, a management

approach aiming at optimizing the workflows and processes within an

organisation.



1 OQRM — Object-oriented Quality and Risk Management, a model for quality and risk

management.



1 EcoMobility SHIFT, a tool to assess, audit and label urban transport performance in cities.



1 Simple one is Process Approach, which forms the basis of ISO

9001:2008 Quality Management System standard, duly driven from

the 'Eight principles of Quality management', process approach

being one of them



1 Some of the common differentiators between success and failure include commitment,

knowledge and expertise to guide improvement, scope of change/improvement desired (Big Bang type changes tend to fail more often compared to smaller changes) and adaption to enterprise

cultures. For example, quality circles do not work well in every enterprise (and are even

discouraged by some managers), and relatively few TQM-participating enterprises have won the

national quality awards.



1 There have been well publicized failures of BPR, as well as Six Sigma.

Enterprises therefore need to consider carefully which quality

improvement methods to adopt, and certainly should not adopt all those

listed here.



1 It is important not to underestimate the people factors, such as culture, in selecting a

quality improvement approach. Any improvement (change) takes time to

implement, gain acceptance and stabilize as accepted practice. Improvement must allow pauses between implementing new changes so that the change is stabilized and assessed

as a real improvement, before the next improvement is made (hence continual

improvement, not continuous improvement).



1 Improvements that change the culture take longer as they have to

overcome greater resistance to change. It is easier and often more effective to work within the existing cultural boundaries and make small improvements (that is Kaizen) than

to make major transformational changes. Use of Kaizen in Japan was

a major reason for the creation of Japanese industrial and economic

strength.



1 On the other hand, transformational change works best when an

enterprise faces a crisis and needs to make major changes in order to

survive. In Japan, the land of Kaizen, Carlos Ghosn led a transformational change at Nissan Motor Company

which was in a financial and operational crisis. Well organized

quality improvement programs take all these factors into account when selecting the quality improvement

methods.


Quality management - Quality standards

1 The International Organization for Standardization (ISO) created the

Quality Management System (QMS) standards in 1987. They were the ISO

9000:1987 series of standards comprising ISO 9001:1987, ISO 9002:1987 and ISO 9003:1987;

which were applicable in different types of industries, based on the

type of activity or process: designing, production or service delivery.



1 ISO released a minor revision, ISO 9001:2008 on 14 October 2008. It

contains no new requirements. Many of the changes were to improve

consistency in grammar, facilitating translation of the standard into other languages for use by over 950,000 certified organisations in the 175

countries (as at Dec 2007) that use the standard.



1 The ISO 9004:2009 document gives guidelines for performance

improvement over and above the basic standard (ISO 9001:2000). This

standard provides a measurement framework for improved quality

management, similar to and based upon the measurement framework

for process assessment.



1 The Quality Management System standards created by ISO are meant

to certify the processes and the system of an organization, not the product or service itself. ISO 9000

standards do not certify the quality of the product or service.



1 In 2005 the International Organization for Standardization released a standard, ISO 22000, meant for the food industry. This standard covers the values and

principles of ISO 9000 and the HACCP standards. It gives one single

integrated standard for the food industry and is expected to become more popular in the coming years in

such industry.https://store.theartofservice.com/the-quality-management-toolkit.html


1 ISO has also released standards for other industries. For example

Technical Standard TS 16949 defines requirements in addition to those in ISO 9001:2008 specifically for the

automotive industry.



1 ISO has a number of standards that support quality management. One

group describes processes (including ISO/IEC 12207 & ISO/IEC 15288) and

another describes process assessment and improvement ISO

15504.



1 The Software Engineering Institute has its own process assessment and improvement methods, called CMMi

(Capability Maturity Model — integrated) and IDEAL respectively.


Quality management - Quality software

1 Quality Management Software is a category of technologies used by

organizations to manage the delivery of high quality products



1 Compliance/Audit Management



1 Advanced Product Quality Planning



1 Production Part Approval Process



1 Enterprise Quality Management Software



1 EQMS is a platform for cross-functional communication and collaboration that centralizes,

standardizes, and streamlines quality management data from across the

value chain


Quality management - Quality terms

1 Quality Improvement can be distinguished from Quality Control in

that Quality Improvement is the purposeful change of a process to improve the reliability of achieving

outcome.



1 Quality Control is the ongoing effort to maintain the integrity of a process

to maintain the reliability of achieving an outcome.



1 Quality Assurance is the planned or systematic actions necessary to

provide enough confidence that a product or service will satisfy the

given requirements.


Quality management - Academic resources

1 International Journal of Productivity and Quality Management, ISSN 1746-6474,

Inderscience


Quality management - Academic resources

1 International Journal of Quality & Reliability Management, ISSN: 0265-

671X, Emerald Publishing Group


Quality management - Further reading

1 Juran, Joseph M. and Joseph A. De Feo, "Juran's Quality Handbook", 2010, ISBN 978-

0-07-162973-7


Quality management - Further reading

1 Nederpelt, Peter van (2012). Object-oriented Quality and Risk

Management (OQRM). A practical and generic method to manage quality and risk. MicroData. ISBN

978-1-291-037-35-7.


Software quality management - Definitions

1 The aim of Software Quality Management (SQM) is to manage the

quality of software and of its development process.



1 A quality product is one which meets its requirements and satisfies the user



1 A quality culture is an organizational environment where quality is viewed

as everyone’s responsibility.


Software quality management - Description

1 The computer scientist Ian Sommerville uses SQM as an

umbrella-term that includes the following quality layers:



1 Software Quality Assurance (SQA)

layer



1 Standards, regulations, and procedures to produce, verify,

evaluate and confirm work products during the software development

lifecycle



1 A project level quality plan written by each project for declaring project

commitment to follow an applicable set of standards, regulations,

procedures and tools during the development lifecycle. In addition, SQP should contain quality goals to be achieved, expected risks and risk

management. SQP sources are derived from



1 SQA components that are adopted as is or customized to

the project's needs



1 New procedures, standards and tools complementing missing or not-

applicable SQA components that have been written in particular for

the project, or imported from outside the organization.



1 Any deviation of an SQP from SQA should be justified by the project manager and be

confirmed



1 Software Quality Control (SQC) layer



1 Ensures in-process that both SQA and SQP are being followed by the development teams.



1 Mentoring how to produce artifacts, such as well-defined engineering

documents using standard templates



1 Mentoring how to conduct standard

processes, such as quality reviews



1 Perform in-process quality reviews to verify,

evaluate and confirm artifacts



1 Verify and evaluate to improve the use of methods, procedures and adopted software

tools


Software quality management - SQM Roles

1 to ensure that the required level of quality is achieved in a software product



1 to encourage a company-wide "Quality Culture" where quality is viewed as

everyone’s responsibility



1 to reduce the learning curve and help with continuity in case team

members change positions within the organization



1 to enable in-process fault avoidance and fault prevention through proper development



1 Many people use the terms SQM and SQA (Software quality assurance) interchangeably.


Software quality management - Software quality management and software lifecycle

1 Software quality management can be realized in various ways depending on organization and type of realized project, but it should support whole

software development lifecycle, meaning:



1 Collecting requirements and defining scope of IT project, focused on

verification if defined requirements will be testable.



1 Designing the solution, focused on planning test process e.g. what type of tests will be performed, how they will be performed in context of test

environments and test data.



1 One of the products can be test plan including

test schedule.



1 Solution implementation supported by creating test cases and scenarios,

executing them and registering defects including coordination of

fixing them.



1 Products can be test cases and scenarios, reports from test iteration realization.



1 Change management, supported by verification how planned changes

can influence the quality of created solution and eventual change of test

plan.



1 One of the products can be changes in test plan,

test cases and scenarios.



1 Closing project, supported by realization number of tests focused on complex verification of overall

quality of created solution.



1 It can include System Integration Tests, User Acceptance Tests and Operational Acceptance

Tests.



1 One of the products can be recommendation about production start of the system.


Software quality management - Links to IT methods

1 Software quality management is a topic strongly linked with various

project management, development and IT operation methods like:



1 component „Quality in a project environment”, which describes

necessity of double-checked and objective control of created products. It proposes using 4 elements: quality

management system, function of quality control, planning quality and

quality controls.



1 "Quality Review Technique" which is focused on verification if created products fulfills defined quality

criteria.



1 Project management method PMBOK 4th edition defines knowledge area

Project Quality Management and following processes:



1 3.5.2. Perform Quality Assurance,



1 3.6.7. Perform Quality Control



1 Development method RUP defines discipline testing, which is engaged in all phases starting from Inception,

finishing at Transition.



1 Development method MSF defines tester role and stabilization phase, which focuses mainly on testing a

solution.



1 Agile methods do not defined precisely tester role or mechanisms

related to software quality management. The methods define

only such techniques as Continuous Integration and Test Driven

Development. Nevertheless there appears lastly the publication about

agile testing.



1 Operational method CMMI defines among others process area PPQA

"Process and Product Quality Assurance", which is required already

at CMMI level 2.



1 Operational method COBIT defines among others process

P08 Manage Quality.



1 Operational method ITIL is defined among others by publication Continual service

improvement.



1 ISO 9000 – family of standards is related to quality management systems and designed to help

organizations ensure that they meet the needs of customers and other

stakeholders while meeting statutory and regulatory requirements related

to the product.


Software quality management - Associations and organizations

1 ISTQB, International Software Testing Qualifications Board is non-profit

association registered in Belgium and working world-wide. It manages certification process for software

testers. There is already over 200.000 ISTQB® certificates (date:

March 2012).


Software quality management - Associations and organizations

1 ASQ, American Society for Quality is a knowledge-based global

community of quality professionals, with nearly 80,000 members

dedicated to the promotion and advancement of quality tools,

principles, and practices in their workplaces and in their communities.


Quality assurance - Total quality management

1 The quality of products is dependent upon that of the participating

constituents, some of which are sustainable and effectively controlled while others are not. The process(es) which are managed with QA pertain

to Total Quality Management.


Quality assurance - Total quality management

1 If the specification does not reflect the true quality requirements, the

product's quality cannot be guaranteed. For instance, the

parameters for a pressure vessel should cover not only the material

and dimensions but operating, environmental, safety, reliability and

maintainability requirements.


Total quality management

1 Total quality management


Total quality management

1 Total quality management (TQM) consists of organization-wide efforts

to install and make permanent a climate in which an organization

continuously improves its ability to deliver high-quality products and

services to customers


Total quality management - History

1 In the late 1970s and early 1980s, the developed countries of North

America and Western Europe suffered economically in the face of stiff competition from Japan's ability

to produce high-quality goods at competitive cost


Total quality management - History

1 The exact origin of the term "total quality management" is

uncertain


Total quality management - Development in the United States

1 In the spring of 1984, an arm of the United States Navy asked some of its

civilian researchers to assess statistical process control and the work of several prominent quality

consultants and to make recommendations as to how to apply

their approaches to improve the Navy's operational effectiveness. The

recommendation was to adopt the teachings of W. Edwards Deming. The Navy branded the effort "Total

Quality Management" in 1985.



1 From the Navy, TQM spread throughout the US Federal Government, resulting in the

following:



1 The creation of the Malcolm Baldrige National Quality Award

in August 1987



1 The creation of the Federal Quality Institute in June

1988



1 The adoption of TQM by many elements of government and the

armed forces, including the United States Department of Defense, United States Army, and United

States Coast Guard



1 The private sector followed suit, flocking to TQM not only as a means to recapture market share from the

Japanese, but also to remain competitive when bidding for

contracts from the Federal Government since "total quality"

requires involving suppliers, not just employees, in process improvement

efforts.https://store.theartofservice.com/the-quality-management-toolkit.html

Total quality management - Features

1 There is no widespread agreement as to what TQM is and what actions it

requires of organizations, however a review of the original United States

Navy effort gives a rough understanding of what is involved in

TQM.



1 The key concepts in the TQM effort undertaken by the Navy in the 1980s include:



1 "Quality is defined by customers' requirements."



1 "Top management has direct responsibility for quality improvement."



1 "Increased quality comes from systematic analysis and improvement of work

processes."



1 "Quality improvement is a continuous effort and conducted throughout the organization."



1 The Navy used the following tools and

techniques:



1 The PDCA cycle to drive issues to resolution



1 Ad Hoc cross-functional teams (similar to quality circles) responsible

for addressing immediate process issues



1 Standing cross-functional teams responsible for the improvement of processes over the

long term



1 Active management participation through steering committees



1 Use of the Seven Basic Tools of Quality to analyze quality-

related issues


Total quality management - Notable definitions

1 While there is no generally-accepted definition of TQM, several notable organizations have attempted to

define it. These include:


Total quality management - United States Department of Defense (1988)

1 "Total Quality Management (TQM) in the Department of Defense is a

strategy for continuously improving performance at every level, and in all

areas of responsibility


Total quality management - British Standards Institution standard BS 7850-1:1992

1 "A management philosophy and company practices that aim to

harness the human and material resources of an organization in the most effective way to achieve the

objectives of the organization."


Total quality management - International Organization for Standardization standard ISO 8402:1994

1 "A management approach of an organisation centred on quality,

based on the participation of all its members and aiming at long term

success through customer satisfaction and benefits to all

members of the organisation and society."


Total quality management - The American Society for Quality

1 "A term first used to describe a

management approach to quality

improvementhttps://store.theartofservice.com/the-quality-management-toolkit.html

Total quality management - The Chartered Quality Institute

1 "TQM is a philosophy for managing an organisation in a way which

enables it to meet stakeholder needs and expectations efficiently and

effectively, without compromising ethical values."


Total quality management - Malcolm Baldrige National Quality Award criteria

1 In the United States, the Baldridge Award, created by Public Law 100-107, annually recognizes American businesses, educational institutions, and healthcare organizations that

run high-quality operations. Organizations are judged on criteria

from seven categories:



1 Measurement, analysis, and knowledge management



1 How do you obtain information on your customers’ satisfaction relative

to their satisfaction with your competitors?



1 How do you select, collect, align, and integrate data and information for

tracking daily operations?



1 How do you manage your workforce, its needs, and your needs to ensure

continuity, prevent workforce reductions, and minimize the impact of workforce reductions, if they do

become necessary?



1 Joseph M. Juran believed the Baldrige Award judging criteria to be the most widely accepted description of what

TQM entails.:650


Total quality management - Standards

1 During the 1990s, standards bodies in Belgium, France, Germany, Turkey, and the United Kingdom attempted to standardize TQM. While many of these standards have since been explicitly withdrawn, they all are

effectively superseded by ISO 9000:



1 Total Quality Management: Guide to Management Principles, London,

England: British Standards Institution, 1992, ISBN

9780580211560, OCLC 655881602, BS 7850



1 Electronic Components Committee (1994), Guide to Total Quality Management (TQM) for CECC-

Approved Organizations, Brussels, Belgium: European Committee for Electrotechnical Standardization,

CECC 00 806 Issue 1



1 System zur Zukunftssicherung: Total Quality Management (TQM), Düsseldorf, Germany: Verein

Deutscher Ingenieure, 1996, OCLC 632959402, VDI 5500



1 Total Quality and Marketing/Management Tools, Paris, France: AFNOR, 1998, FD X50-680


Total quality management - Legacy

1 Interest in TQM as an academic subject peaked around 1993.



1 The Federal Quality Institute was shuttered in September 1995 as part of the Clinton administration's efforts

to streamline government. The European Centre for Total Quality

Management closed in August 2009, a casualty of the Great Recession.



1 TQM as a vaguely-defined quality management approach was largely

supplanted by the ISO 9000 collection of standards and their

formal certification processes in the 1990s. Business interest in quality improvement under the TQM name also faded as Jack Welch's success

attracted attention to Six Sigma and Toyota's success attracted attention to Lean manufacturing, though the

three share many of the same tools, techniques, and significant portions

of the same philosophy.


Quality management system

1 It is expressed as the organizational structure, policies, procedures,

processes and resources needed to implement quality management


Quality management system

1 Other QMS, e.g. Natural Step, focus on sustainability issues and assume that other quality problems will be reduced as result of the systematic

thinking, transparency, documentation and diagnostic

discipline that sustainability focus implies. See sustainability for more

on this approach to quality management.


Quality management system - Elements of a Quality Management System

1 # Quality Objectives



1 # Organizational structure and

Responsibilities



1 # Processes - including purchasing



1 # Resources - including natural resources and human capital



1 # Product Quality leading to Customer

satisfaction



1 # Continuous Improvement including Corrective and

preventive action



1 # Sustainability - including efficient resource use and responsible environmental operations


Quality management system - Concept of quality - historical background

1 The concept of quality as we think of it now first emerged out of the Industrial Revolution



1 Application of statistical control came later as a result of World War

production methods, and were advanced by the work done of W



1 Quality, as a profession and the managerial process associated with the quality function, was introduced during the second-half of the 20th

century, and has evolved since then. Over this period, few other

disciplines have seen as many changes as the quality profession.



1 The quality profession grew from simple control, to engineering, to systems

engineering


Quality management system - Quality system for medical devices

1 Quality System requirements for medical devices have been

internationally recognized as a way to assure product safety and efficacy

and customer satisfaction since at least 1983, and were instituted as

requirements in a [http://www.gmp1st.com/md96p.pdf

final rule published on October 7, 1996]



1 According to current Good Manufacturing Practice (GMP),

medical device manufacturers have the responsibility to use good

judgment when developing their quality system and apply those

sections of the FDA Quality System (QS) Regulation that are applicable to

their specific products and operations, in

[http://www.access.gpo.gov/nara/cfr/waisidx_05/21cfr820_05.html Part

820] of the QS regulation



1 The FDA has identified in the QS regulation the essential elements

that a quality system shall embody for design, production and

distribution, without prescribing specific ways to establish these

elements. These elements include:



1 * personnel training and qualification



1 * controlling documentation



1 * product identification and traceability at all

stages of production



1 * controlling and defining production

and process



1 * defining and controlling inspection, measuring and test

equipment



1 * instituting corrective and preventive action

when errors occur



1 * handling, storage, distribution and

installation



1 all overseen by management and quality audits.



1 Because the QS regulation covers a broad spectrum of devices and

production processes, it allows some leeway in the details of quality

system elements



1 Drug manufactures are regulated under a different section of the Code of Federal

Regulations:


Quality management system - Quality management organizations and awards

1 The International Organization for Standardization's ISO 9001|ISO

9001:2008 series describes standards for a QMS addressing the

principles and processes surrounding the design, new product

development|development and delivery of a general Product (business)|product or Service

(economics)|servicehttps://store.theartofservice.com/the-quality-management-toolkit.html


1 (ISO 9000:2005 provides information the fundamentals and vocabulary

used in quality management systems. ISO 9004:2009 provides guidance on quality management

approach for the sustained success of an organization. Neither of these

standards can be used for certification purposes as they provide

guidance, not requirements).https://store.theartofservice.com/the-quality-management-toolkit.html


1 The [ http://www.nist.gov/baldrige/ Baldrige Performance Excellence

Program] educates organizations in performance excellence

management and administers the Malcolm Baldrige National Quality

Award



1 The European Foundation for Quality Management's EFQM Excellence

Model supports an award scheme similar to the Baldrige Award for

European companies.



1 In Canada, the [ http://www.nqi.ca National Quality Institute] presents

the '[ http://www.nqi.ca/caeawards/default.aspx Canada Awards for Excellence]' on an annual basis to organisations

that have displayed outstanding performance in the areas of Quality and Workplace Wellness, and have

met the Institute's criteria with documented overall achievements

and results.



1 European Quality in Social Services|EQUASS is a sector-specific quality

system designed for the social services sector, and addresses

quality principles that are specific to service delivery to Social exclusion|

vulnerable groups, such as empowerment, rights and Person-

centred planning|person-centredness. [

http://www.equass.be ]https://store.theartofservice.com/the-quality-management-toolkit.html


1 The [ http://www.baldrigepe.org/alliance/

Alliance for Performance Excellence] is a network of state and local organizations that use the [

http://www.nist.gov/baldrige/publications/criteria.cfm Baldrige Criteria for

Performance Excellence] at the grassroots level to improve the

performance of local organizations and economies. browsers can find

Alliance members in their state and get the latest news and events from

the Baldrige community.


Quality management system - Quality Management System process

1 A QMS process is an element of an organizational QMS. The ISO 9000|ISO9001:2000 standard requires

organizations seeking compliance (regulation)|compliance or

certification to define the processes which form the QMS and the

sequence and interaction of these processes. Butterworth-Heinemann and other publishers have offered

several books which provide step-by-step guides to whom seeking the

quality certifications of their products , , , , ,.



1 Examples of such processes include:



1 * Measurement of Product (business)|product/ Service (economics)|service/ Process modeling|process compliant with specified requirements including

statistical techniques such as Statistical process control|Statistical Process Control and Measurement

Systems Analysis



1 * Identification, labeling and control of Conformance testing|non

conforming Product (business)|product to preclude its inadvertent

use, delivery or processing.



1 * Purchasing and related processes such as Distributor (business)|

supplier selection and wikt:monitoring|monitoring



1 ISO9001 requires that the performance of these processes be

measured, analysed and Continuous improvement|continually improved, and the results of this form an input

into the management review process.


Organizational behavior management - Quality Management

1 The parallel between OBM tools and the process and procedures common

to the so-called Quality Movement (SPC, Deming, Quality Circles, ISO,

etc) was documented by Wikoff in his ISPI Article of the Year, The quality

movement meets performance technology, .


Chief audit executive - Quality management

1 The CAE is responsible for assuring that appropriate engagement letter|engagement supervision is provided. Supervisor|Supervision is a process begins with planning and continues

throughout the examination, evaluation, communication, and

follow-up phases of the engagement.



1 *Develop and maintain a quality assurance and improvement program that covers all aspects of the internal

audit function, and continuously monitor its effectiveness.



1 *In collaboration with the audit committee, ensure that a practice

inspection or other external review of the internal audit function is

conducted at least every 3 years, by a qualified, independent external

review team, and that the results of this external assessment are communicated to the audit

committee.https://store.theartofservice.com/the-quality-management-toolkit.html


1 * Ensure that professional internal auditing standards are followed (e.g.

Institute of Internal Auditors|IIA standards or local standards).



1 NB: Generally accepted auditing standards and International

Standards on Auditing are external audit standards.



1 * Report at least annually to the audit committee on the internal audit

function's conformance with professional internal auditing

Accounting standards|standards.


Fuel economy in automobiles - Fuel economy as part of quality management regimes

1 Environmental management systems EMAS as well as good fleet

management includes record keeping of the fleet fuel consumption. Quality management uses those figures to steer the measures acting on the

fleets. This is a way to check whether procurement, driving, and maintenance in total have

contributed to changes in the fleet's overall consumption.


Common Cause Variation - Importance to industrial and quality management

1 A special-cause failure is a failure that can be corrected by changing a component or process, whereas a

common-cause failure is equivalent to noise in the system and specific actions cannot be made to prevent

the failure.



1 : A riot occurs in a certain prison. Officials and sociologists turn out a

detailed report about the prison, with a full explanation of why and how it

happened here, ignoring the fact that the causes were common to a

majority of prisons, and that the riot could have happened anywhere.



1 The quote recognises that there is a temptation to react to an extreme

outcome and to see it as significant, even where its causes are common

to many situations and the distinctive circumstances

surrounding its occurrence, the results of mere chance. Such

behaviour has many implications within management, often leading to

ad-hoc interventions that merely increase the level of variation and

frequency of undesirable outcomes.



1 W. Edwards Deming|Deming and Walter A. Shewhart|Shewhart both advocated the control chart as a means of managing a business

process in an economically efficient manner.


Quality improvement - 'Quality management evolution'

1 Quality leadership from a national perspective has changed over the past five to six decades



1 * Management should learn their responsibilities, and take

on leadership



1 * Supervision should be to help people and machines and gadgets to do a better job



1 * Improve constantly and

forever the system of production and

servicehttps://store.theartofservice.com/the-quality-management-toolkit.html


1 * Institute a vigorous program of education and self-improvement


Small-scale project management - Quality Management

1 A level which does not overburden the project with unnecessary

administration and does not commit scarce resources to a quality management approach that

constricts the ability to be creative and innovate


Zero Defects - Absolutes of Quality Management

1 According to Crosby, there are four

Absolutes:


Nortel Proactive Voice Quality Management

1 'Avaya Unified Communications Management' in computer

networking is the name of a collection of GUI software programs

from Avaya utilizing a service-oriented architecture (SOA) that

serves as a foundation for unifying configuration and monitoring of Avaya Unified Communications

Servers and data systems.https://store.theartofservice.com/the-quality-management-toolkit.html

Nortel Proactive Voice Quality Management - Capabilities

1 The products in the Unified Communications Management (UCM)

suite integrate into the same SOA based Web Services framework to

provide a comprehensive



1 set of management capabilities all available through a web browser



1 sessions of the Unified Communications Management Suite use HTTP Secure sessions to provide access to the UCM Home Page. From the UCM Home page each user can access any of the UCM applications by clicking on the application link from the navigation bar on the left

hand side of the page.


European Foundation for Quality Management

1 The 'EFQM Excellence Model' is a non-prescriptive

wiktionary:framework|framework for organizational management systems, promoted by EFQM (formerly known

as the 'European Foundation for Quality Management') and designed

for helping organizations in their drive towards being more

competitive. The Model is regularly reviewed and refined: the last update

was published in 2013.


European Foundation for Quality Management

1 Regardless of sector, size, structure or maturity, organizations need to establish appropriate management systems in order to be successful. The EFQM Excellence Model is a

practical tool to help organizations do this by measuring where they are

on the path to excellence; helping them understand the gaps; and then

stimulating solutions.https://store.theartofservice.com/the-quality-management-toolkit.html

European Foundation for Quality Management - History

1 Over the years a number of research studies have investigated the

correlation between the adoption of holistic Models, such as OIQ,

Organizational Integrated Quality and EFQM Excellence Model, and

improved organizational results


European Foundation for Quality Management - Purpose

1 The EFQM Model provides a framework allowing organisations to

determine their current “level of excellence” and where they need to

focus improvement efforts. Moreover, the Model helps to ensure that

business decisions incorporate the needs of all stakeholders and are aligned with the organisation’s

objectives.https://store.theartofservice.com/the-quality-management-toolkit.html

European Foundation for Quality Management - Purpose

1 The EFQM Model acts as a common reference tool helping organisations move

towards Excellence . Thus, the Model provides its users with a set of performance

improvement tools in order for them to achieve and sustain results and Excellence .

The Model is regularly reviewed to incorporate new ideas, concepts and

learning. The last revision was published in 2013.EFQM Excellence Model 2013, multiple

authors, EFQMhttps://store.theartofservice.com/the-quality-management-toolkit.html

European Foundation for Quality Management - Predominance

1 The EFQM Excellence Model is a widely used organisational

framework in Europe, with about 30 000 organisations using it. In recent

years, more and more countries started implementing the Model, especially across Middle East and

South America.


European Foundation for Quality Management - Predominance

1 All European organisations, both in the public and private sectors, are facing new

challenges


European Foundation for Quality Management - Practice

1 The Model can be used to understand the relations of cause

and effects between what organisations do and the results they get. There are 3 components of the

Model:



1 * Fundamental concepts, representing eight core values or key

management principles that drive sustainable success



1 * Nine criteria, separated in to categories of

enablers and results



1 * RADAR logic, continuous improvement cycle used by EFQM. It was originally derived from the PDCA

cycle.


European Foundation for Quality Management - EFQM Excellence Award

1 The EFQM Excellence Award is run annually by EFQM. It is designed to recognize organizations that have achieved an outstanding level of sustainable excellence, based on

assessment against the EFQM Excellence Model.


Quality engineering - Total quality management

1 The quality of products is dependent upon that of the participating

constituents, some of which are sustainable and effectively controlled while others are not. The process(es) which are managed with QA pertain

to Total Quality Management.


Clinical Quality Management System

1 A 'Clinical Quality Management System (CQMS)' allows an entire

practice staff to take part in increasing the quality of care

delivered to their patients


Quality system - Quality management organizations and awards

1 The [ http://www.nist.gov/baldrige/ Baldrige Performance Excellence

Program] educates organizations in performance excellence

management and administers the Malcolm Baldrige National Quality

Award



1 In Canada, the [ http://www.nqi.ca National Quality Institute] presents

the '[ http://www.nqi.ca/caeawards/default.aspx Canada Awards for Excellence]' on an annual basis to organisations

that have displayed outstanding performance in the areas of Quality and Workplace Wellness, and have

met the Institute's criteria with documented overall achievements

and results.



1 The [ http://www.baldrigepe.org/alliance/ Alliance for Performance Excellence] is a

network of state and local organizations that use the [

http://www.nist.gov/baldrige/publications/criteria.cfm Baldrige Criteria for Performance

Excellence] at the grassroots level to improve the performance of local organizations and

economies. browsers can find Alliance members in their state and get the latest news

and events from the Baldrige community.


Quality management framework

1 'Quality Management Framework' or 'QMF' is a tool to aid

in the successful delivery of products and services across the enterprise.



1 The QMF standardises processes, allowing for increased efficiencies

(faster and less cost) in bringing new products to the market place. These

processes strengthen supplier management techniques in addition

to robust cost control, thereby improving our overall profit. And by

implementing the QMF we ensure PCI and security compliance across a

project lifecycle.https://store.theartofservice.com/the-quality-management-toolkit.html


1 First coined by William Hill (bookmaker), it was developed by

utilising the benefits of TQM and pre-defined security policies, as defined

by IEEE



1 By adopting the QMF and utilising the artefacts designed for a robust

security policy it is expected that improvements will be achieved. This report shall show the result of this investigation and the ease of its

implementation and will highlight:-



1 • resolutions made on security policy;



1 • the robustness of the solution to be scaled across IS projects;



1 Based on the iTQM (integrated total quality management system) which shows that research into this field is

“about how to design a top-down orchestrated serviced oriented architecture to integrate TQM

element cores into a whole system supported by advanced information

technology, data mining, service policies, forced training and

governance” (WANG 2008).Integrated Total Quality Management Wang, Wu The

University of Sussex 2008 Focusing heavily on quality and process

improvements these systems rely on separate processes to realise a

robust security policy



1 There is also a large amount of research in the area of security within IS Delivery and in

improving security standards within those defined by IEEE that can help to “en-sure that security is analyzed during the early stages of

the software development lifecycle” (MCCARTHY 2007).Specifying security requirements

improvement for IEEE Standard 830 McCarthy, Jacob, D 2007 By utilising the research within these areas I believe we can incorporate this

into the sQMF for improved IS Project Delivery


Bay Area Air Quality Management District

1 The 'Bay Area Air Quality Management District' ('BAAQMD') is a public agency that regulates the

stationary sources of air pollution in the nine counties of California's San Francisco Bay Area:

Alameda County, California|Alameda, Contra Costa County, California|Contra Costa, Marin

County, California|Marin, Napa County, California|Napa, San Francisco, California|San Francisco,

San Mateo County, California|San Mateo, Santa Clara County, California|Santa Clara,

southwestern Solano County, California|Solano, and southern Sonoma County, California|Sonoma


Bay Area Air Quality Management District - History

1 The first meeting of the 'Bay Area Air Pollution Control District' (as it was initially known) board of directors

was on November 16, 1955, possessing the duty of regulating the sources of stationary air pollution in the San Francisco Bay Area, that is,

most sources of air pollution with the exception of automobiles and aircraft



1 The Bay Area Air Pollution Control District changed its name to the Bay Area Air Quality Management district

three years later



1 In July 2008, the Board passed a law that makes the previously voluntary

compliance with wood burning regulations a crime



1 Spare the Air Alerts are predictive in nature and are called when there is a chance of exceeding the limits. This was made apparent during the fall of 2009 there was a ban on burning on

both Thanksgiving and Christmas Day. This resulted in public outcry.

http://cbs5.com/local/spare.the.air.2.1394257.html



1 There are exceptions that allow wood burning fires during the Spare the Air alerts. For example, if the fire is your only source of heat you are exempt. Also according to

the website Fires for cooking are not prohibited during Winter Spare the Air

Alerts, but we ask the public to be mindful of air quality, and recommend the use of gas and propane barbecues rather than

wood or charcoal-fired cooking devices on these days.


Bay Area Air Quality Management District - Uses of data

1 BAAQMD oversees regional data on air pollution and has the authority to declare Spare the Air Days, when residents should take extra precautions when going outside and may be prohibited from engaging in activities such as burning. 511 Contra

Costa built an RSS feed using these data, and released an iPhone application to alert

people with allergies or other environmental sensitivities about air quality

alerts.https://store.theartofservice.com/the-quality-management-toolkit.html

Bay Area Air Quality Management District - Divisions

1 Communications Outreach: http://www.baaqmd.gov/Divisions/Communica

tions-and-Outreach.aspx



1 Human Resources: http://www.baaqmd.gov/Divisions/Human-Resources.aspx



1 Planning, Rules Research: http://www.baaqmd.gov/Divisions/Planning-

and-Research.aspx


Bay Area Air Quality Management District - Notable facilities in jurisdiction

1 Some example stationary sources in the BAAQMD

jurisdiction are:


Bay Area Air Quality Management District - Notable facilities in jurisdiction

1 *The Shaw Group waste ponds, Martinez


Hazard Analysis and Critical Control Points - Water Quality Management

1 The use of HACCP for water quality management was first proposed nearly 20

years ago (Havelaar, A.H


Cover crop - Soil quality management

1 Cover crops can also improve soil quality by increasing soil organic matter levels through the input of

cover crop biomass over time. Increased soil organic matter

enhances soil structure, as well as the water and nutrient holding and buffering capacity of soil (Patrick et

al. 1957). It can also lead to increased soil carbon sequestration,

which has been promoted as a strategy to help offset the rise in

atmospheric carbon dioxide levels (Kuo et al. 1997, Sainju et al. 2002,

Lal 2003).


Cover crop - Soil quality management

1 Soil quality is managed to produce optimum circumstances for crops to flourish. The principal factors of soil

quality are soil salination, pH, microorganism balance and the

prevention of soil contamination.


Information Quality Management

1 'Information Quality Management' is an information technology (IT) management discipline, which

encompasses the COBIT Information Criteria of efficiency, effectiveness,

confidentiality, integrity, availability, compliance, and reliability. The idea is for companies to have the risks of

using a program diminished to protect private and sensitive

information.https://store.theartofservice.com/the-quality-management-toolkit.html

Information Quality Management

1 It is held by some that the separation of software engineering,

infrastructure management, and information security management leads to difficulties and failures.

These failures occur especially when communication is needed between

these two sectors


Information Quality Management - The future

1 Thus, leading edge companies are starting to integrate these

information quality management disciplines along with the discipline of information risk management. These two disciplines ensure that

Software Engineering Frameworks of the future have established

information security controls in place before the project commences.


Redundancy (total quality management)

1 'Total quality management' ('TQM') consists of organization-wide efforts

to install and make permanent a climate in which an organization

continuously improves its ability to deliver high-quality products and

services to customers


Redundancy (total quality management) - History

1 In the late 1970s and early 1980s, the developed countries of North

America and Western Europe Early 1980s recession|suffered

economically in the face of stiff competition from Japan's Japanese

post-war economic miracle|ability to produce high-quality goods at

competitive cost


Redundancy (total quality management) - History

1 The exact origin of the term total

quality management is uncertain


Redundancy (total quality management) - Development in the United States

1 *The creation of the Malcolm Baldrige National Quality Award in August

1987https://store.theartofservice.com/the-quality-management-toolkit.html


1 *The creation of the Federal Quality Institute in June 1988



1 *The adoption of TQM by many elements of government and the

armed forces, including the United States Department of Defense, United States Army, and United

States Coast Guard



1 The private sector followed suit, flocking to TQM principles not only as a means to recapture market share

from the Japanese, but also to remain competitive when bidding for

contracts from the Federal Government since total quality

requires involving suppliers, not just employees, in process improvement

efforts.https://store.theartofservice.com/the-quality-management-toolkit.html

Redundancy (total quality management) - Features

1 *Quality is defined by customers' requirements.



1 *Top management has direct responsibility for quality

improvement.



1 *Increased quality comes from systematic analysis and improvement of work processes.



1 *Quality improvement is a continuous effort and conducted throughout the organization.



1 *The PDCA cycle to drive issues to resolution



1 *Ad hoc cross-functional teams (similar to quality circles) responsible

for addressing immediate process issues



1 *Standing cross-functional teams responsible for the improvement of processes over the

long term



1 *Active management participation

through steering committees



1 *Use of the Seven Basic Tools of Quality to

analyze quality-related issues


Redundancy (total quality management) - Notable definitions

1 While there is no generally accepted definition of TQM, several notable organizations have attempted to

define it. These include:


Redundancy (total quality management) - Malcolm Baldrige National Quality Award criteria

1 #Measurement, analysis, and knowledge

management



1 #Operations focus



1 *How do you obtain information on your customers’ satisfaction relative

to their satisfaction with your competitors?



1 *How do you select, collect, align, and integrate data and information

for tracking daily operations?



1 *How do you manage your workforce, its needs, and your needs

to ensure continuity, prevent workforce reductions, and minimize

the impact of workforce reductions, if they do become necessary?


Redundancy (total quality management) - Legacy

1 The Federal Quality Institute was shuttered in September 1995 as part

of the Presidency of Bill Clinton|Clinton administration's efforts to

National Partnership for Reinventing Government#Impact of the National

Performance Review|streamline government. The European Centre

for Total Quality Management closed in August 2009, a casualty of the

Great Recession.https://store.theartofservice.com/the-quality-management-toolkit.html


1 TQM as a vaguely defined quality management approach was largely supplanted by the ISO 9000 collection of standards and their formal certification processes in the 1990s. Business interest in quality improvement under the TQM

name also faded as Jack Welch's success attracted attention to Six Sigma and Toyota's

success attracted attention to Lean manufacturing, though the three share many of

the same tools, techniques, and significant portions of the same philosophy.



1 TQM lives on in various List of national quality awards|national quality awards around the

globe.


Total Security Management - Relation to Total Quality Management

1 The TSM name borrows from the management concept Total Quality Management (TQM), an approach made famous by the work of W


Total Security Management - Relation to Total Quality Management

1 The now well-accepted theory of Total Quality Management was not initially met with open arms in the

United States


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