Quality Management in a OneStop

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Quality Management in a One-Stop

• Missouri Governors Conference on Economic
  Development
• September 11, 2008
• Quality Management is not so much the management
  of quality as it is the Quality of our
  Management

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8 Principles of Quality Management

• Customer Focus
• Leadership
• Involvement of People
• Process Approach
• System Approach to Management
• Continual Improvement
• Factual Approach to Decision Making
• Mutually Beneficial Supplier Relationships

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1 Customer Focus

• Current and future needs
• Document requirements
• Exceed requirements

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1 Customer Focus

• Results
• Understanding of customer
• Objectives linked to customer
• Communication
• Measurement of satisfaction
• Managing relationships
• Balancing customer requirements

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1 Customer Focus

• How do you achieve?
• Who is your customer?
• What do they want?
• Did your product or service meet those
  requirements?
• Was your customer satisfied with the product or
  service they received?

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2 - Leadership

• Establish consensus of purpose
• Maintain engagement

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2 - Leadership

• Results
• Consideration of needs
• Vision
• Shared values and behaviors
• Trust
• Ability of all to do job
• Contributions recognized

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3 Involvement of People

• People are essence
• Encourage involvement
• Assist in development

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3 Involvement of People

• Results
• Awareness of roles
• Exchange of ideas and experiences
• Personal responsibility
• Problem ownership

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4 Process Approach

• Achieve results
• Manage activities and resources
• Identify improvement opportunities

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4 Process Approach

• Results
• Systematic description of activities
• Identification of key processes
• Established responsibility
• Identification of inter-relationships
• Improved focus

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4 Process Approach
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5 System Approach to Management

• Organization has all things necessary to achieve
  understanding
• Increased effectiveness and efficiency
• Responsibility assigned

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5 System Approach to Management

• Results
• Understanding of processes
• System to achieve objectives
• Improved understanding of roles and
  responsibilities
• Measurement and analysis

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5 How to Achieve

• Job descriptions
• Weekly/monthly goals
• Performance reviews
• Training development plans
• Others?

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6 Continual Improvement

• Permanent goal of organization
• Organizations strategic intent

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6 Continual Improvement

• Results
• Consistency
• Training, professional development, tools
• Incorporated into staff goals

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6 Continual ImprovementHow to Achieve
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7 Factual Approach to Decision Making

• Rely on objective data and analysis
• Specifically targeted at management
• Benefit from improved ability to review,
  challenge, change

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7 Factual Approach to Decision Making

• Results
• Information available to all
• Accurate and reliable data
• Decisions made on evidence

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7 Factual Approach to Decision Making

• How to Achieve
• Business plan
• Top management buy-in
• Quality standards

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8 Mutually Beneficial Relationships

• Improved relations with all partners
• Represents next frontier of productivity
• Synergy

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8 Mutually Beneficial Relationships

• Results
• Improved selection of suppliers and partners
• Shared expertise and resources
• Open communication

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8 Principles of Quality Management

• Customer Focus
• Leadership
• Involvement of People
• Process Approach
• System Approach to Management
• Continual Improvement
• Factual Approach to Decision Making
• Mutually Beneficial Supplier Relationships

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Contact Me

• Ann Merrifield, CWDP BES
• General Manager
• Dynamic Works Institute
• 573-864-1839
• amerrifield_at_dynamicinstitute.com
• www.dynamicinstitute.com