LEADERSHIP EXPERT GROUP ON QUALITY

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QUALITY MANAGEMENTTHE EUROPEAN
PERSPECTIVEMarta HaworthDirector,
Statistical Methodology, ONS
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QUALITY MANAGEMENTIN THE ESSand the EU
Quality LEG
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QUALITY MANAGEMENT IN THE ESS

• OUTLINE
• The current picture
• Total quality management
• Quality dimensions
• Process quality aims
• Quality management framework
• Recommendations for the future
• Implementation

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QUALITY MANAGEMENT IN NSIsthe current picture

• Focus on users and staff
• Efficiency reliable and impartial data
• Quality reports/declarations
• relevance, accuracy, timeliness, accessibility
• Quality management models
• Quality planning
• User groups
• Self-assessment and auditing

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TOTAL QUALITY MANAGEMENT Statistics Sweden

• Customer orientation
• Leadership and participation of all
• Process orientation
• Measurements and understanding of variation
• Continuous improvement

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QUALITY DIMENSIONS

• Relevance
• Accuracy
• Timeliness
• Accessibility and clarity of results
• Comparability
• Coherence
• Completeness
• EUROSTAT

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PROCESS QUALITY AIMS

• Efficiency
• Effectiveness
• Robustness
• Flexibility
• Transparency
• Integration

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QUALITY FRAMEWORK KEY ELEMENTS

• Focus on users and staff
• Quality results, measurement and reporting
• Quality processes, tools and methods
• Information management and dissemination
• Quality management models
• Continuous improvement

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EFQM MODEL
RESULTS
ENABLERS
Key Performance Results
Leader- ship
Processes
People
People Results

Policy Strategy
Customer Results
Partnerships Resources
Society Results
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CONTINUOUS IMPROVEMENT
Assessment of quality standard
User consultation
Implementation
Needs Assessment
Development of strategies
Change and continuation requirements
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RECOMMENDATIONS FOR THE FUTURE

• QUALITY LEG 22 RECOMMENDATIONS
• Each NSI should report product quality according
  to ESS quality dimensions.
• Measurability should be improved.
• Process measurements are vital. A handbook on
  key process variables and measurement should be
  developed.
• ESS should adopt a systematic approach to quality
  improvement. ESS members should use the EFQM
  excellence model.

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IMPLEMENTATION

• Regular review of progress - SPC
• Priority projects
• Developing handbook on process variables
• Customer satisfaction surveys
• Self-assessment programme
• Methods for assessing perceived response burden
• Audit methods