PowerPointPrsentation

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Visiting Lectures at theHigher School of
Economics (Moscow)
Total Quality Management and Evaluation Prof.
Dr. Reinhard Stockmann, Director of the Center
for Evaluation ?olloquium Policy and program
evaluation methodology and application,
Moscow, 23.11.06
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Content of the Presentation

• Evaluation
• Quality Management
• The European Quality Model EFQM
• Similiarities and Varieties between EFQM and
  Evaluation

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Everyday meaning

• Everyday meaning
• Something is assessed by someone according to
  some criteria in some way. (Kromrey 2001 106)

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Scientific meaning

• Application of empirical (sociological) research
  methods for information gaining

• systematical (comparative method) for information
  gaining

• according to unfolded, intersubjectively
  verifiable criteria

• to asses the use (worth) of an object (e.g.
  program)

• to be able to make decisions

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Technical Definition of Quality
High Quality high technical power high
resistance high durability faultless
function no mistakes
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Definition of Quality
Quality in the totalness of attributes
concerning their ability to fulfill defined and
preconditioned demands. (Norm DIN EN ISO 8402)
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Summary of Quality
It has to be considered, that the quality of a
product or a service can not be generally
appointed, but is measured by the assessment of
use by the customer. This assessment can be done
according to various criteria which again can be
of very different importance according to the
situative context, the cultural characteristics
or the nature of the product itself.
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Tasks of Quality Management

• to determine the usability of a product/service,
• to form and
• constantly improve,
• as well as to guarantee its flawlessness

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Tasks of Quality Management
Customer/client
Quality planning
Quality improvement
Quality control
Quality assurance
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Quality Management Models

• Series of Standards DIN EN ISO 9000-9004

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The European Quality Model EFQM
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Advantages and disadvantages of EFQM
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Similarities between EFQM and Evaluation
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Varieties between EFQM and Evaluation
EFQM
Evaluation
2. private sector, especially industry sector
(profit-oriented, competition)
2. public sector, NPO (hardly any competition)
3. comprehensive, complex system, including
desicion power
3. no quality management system, no decision
power
4. bottom up
4. top down
5. all employees involved with implementation
5. participatory, but during implementation
employees partly excluded
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Varieties between EFQM and Evaluation II
EFQM
Evaluation
6. continuous
6. periodic
7. internal (self-assesment instrument)
7. internal and/or external
11. quantitative
11. qualitative and quantitative
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Visiting Lectures at theHigher School of
Economics (Moscow)
Thank you for your attention Prof. Dr. Reinhard
Stockmann, CEval