Essentials of Quality and Quality Management

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Essentials of Quality and Quality Management

• Jeroen van Esch
• Deputy Area Quality Manager
• Cap Gemini SBA 4

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Contents
Generic

• Part I Quality in general
• Quality,
• Quality system,
• Quality management
• Part II Quality and business needs
• Part III Principles for a quality system
• Part IV Principles for quality management

Applied
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Contents

• Part I Quality in general
• Quality,
• Quality system,
• Quality management
• Part II Quality and business needs
• Part III Principles for a quality system
• Part IV Principles for quality management

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Part I What is Quality ?

• Ferrari ?

Volkswagen Golf ?
Daihatsu Cuore ?
Mercedes SL ?
Volvo 850 Estate ?
The totality of features and characteristics of
a product or service that bear on its ability to
satisfy stated or implied needs."
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Part I What is Quality ?

• Some well known statements
• Quality is an adjective, not a noun
• Delivering quality means you
• say what you do,
• do what you say,
• prove it and
• improve it
• Quality is in the eye of the beholder
• Quality is Fitness For Use

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Part I Product and Process

• The QM axiom The quality of the product
  matters, but it depends on the quality of the
  process

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Part I What is a quality system ?

• According to ISO 8402
• The organisational structure, responsibilities,
  procedures, processes en tools with which quality
  management is realised

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Part I What is a quality system

• Above all, a quality system is
• A (tactical) instrument for controlling business
  processes so these processes are
• predictable
• reproducible
• demonstrable

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Part I What is quality management ?

• Hard Skills
• Setting objectives
• Quality assurance
• Quality control
• Quality Improvement
• Soft Skills
• Motivation
• Communication
• Training
• Spirit

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Part I Quality management, assurance and
improvement
Quality improvement

• strategic
• management

Quality- policy
Quality system
tactical management
Quality management
Quality planning
Premises for quality
operational management
Quality monitoring Quality-audits
Quality assurance
Quality control
Quality inspection
operational activities
Development process
product
source Daan Rijsenbrij
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Contents

• Part I Quality in general
• Quality,
• Quality system,
• Quality management
• Part II Quality and business needs
• Part III Principles for a quality system
• Part IV Principles for quality management

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Part II Different types of Industries
Many small engagements
Few big engagements
Design once, produce once
Tailor made suit
Tailor made software
Design once, produce many
Aeroplane (component integration)
Telephones (mass production)
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Part II Different cost patterns
Many small engagements
Few big engagements
Design once, produce once
Design once, produce many
Production costs
Design costs
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Part II Different consequences of failures
Incidental failures Consequential failures
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Part II Different threats and opportunities
Many small engagements
Few big engagements
Design once, produce once

• Image/result-driven
• Depends on individual
• No recovery time

• Image/price-driven
• Depends upon few
• chances
• Time to recover

Design once, produce many

• Result/price driven
• Depends upon design
• and few chances
• Time to recover

• Price/result driven
• Depends upon design
• No recovery time

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Part II Software production and Quality

• Agencies that produce tailor made software (such
  as Cap Gemini) are characterised by
• Design once, produce once
• A 50-50 mixture of a few large engagements
  (responsibility projects) and many small ones
  (professional services)
• And therefore requires
• high-quality individuals
• controlled projects

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Contents

• Part I Quality in general
• Quality,
• Quality system,
• Quality management
• Part II Quality and business needs
• Part III Principles for a quality system
• Part IV Principles for quality management

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Part III Architecture of good quality systems

• Contrary to popular belief, the word Quality
  doesnt refer to the quality system itself
• Lean
• Recognisable to the users
• Focused
• Clear

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Part III Lean

• 80 of the work is covered by 20 of a QS
• Thick Quality systems have proven unusable
• Effectivity Quality Acceptance
• Increased detail leads to decreased accessibility
  
• No manual focused on
• Quality Assurance

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Part III Recognisable

• A good quality system is recognisable
• No surprises
• No quality managers speech
• Not too abstract

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Part III Focused
Human Resource Mngmt
Human Resource Mngmt
Financial Administration
Financial Administration
Policy Procedures Regulations Quality
documents Methods and techniques
Engagement Administration
Engagement Administration
QS
Delivery
Delivery
Sales
Sales
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Part III Clear

• A good quality system is clear
• Unambiguous, consistent, explicit, SMART ...
• Easily accessible
• Distinction between what and how
• Distinction between
• Mandatory
• Optional
• Suggested
• Just a reminder

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Part III An example - Cap Geminis PERFORM
Common Basic Principles
Same values shared
Mandatory
SBA Quality System
Implementation of the principles (fit local
organization)
Core PERFORM processes, activities
Common approachcommon image,common vocabulary
Left to Engagement Managers

• Selected Best Practices
• templates,
• techniques,
• tools

• Other Best Practices
• templates
• techniques
• tools

Give flexibility to define how to work locally
and leverage local capabilities and skills
SBA Best Practices
Extended PERFORM
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Part III An example - Cap Geminis PERFORM
Common Basic Principles
Same values shared
Mandatory
SBA Quality System
Implementation of the principles (fit local
organization)
Core PERFORM processes, activities
Common approachcommon image,common vocabulary
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Part III An example - Cap Geminis PERFORM
Division
Employee training
Units Monitoring
Management and support process What ?
Unit
Improvement
Handling inadequate services
Engagement Monitoring
Employee Assignation
Engagement
Primary Process What ?
Engagement acquisition
Engagement Start-up
Engagement Execution
Engagement Run-down
Supporting documents (checklist, guidelines,
forms)
How ?
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Part III An example - Cap Geminis PERFORM
Left to Engagement Managers

• Selected Best Practices
• templates,
• techniques,
• tools

• Other Best Practices
• templates
• techniques
• tools

Give flexibility to define how to work locally
and leverage local capabilities and skills
SBA Best Practices
Extended PERFORM
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Part III An example - Cap Geminis PERFORM
Core PERFORM(tasks/activities)
Framework or method (describing a process, a life
cycle)
Activities /Tasks
Links to SBA or Group best practices
Overview
Real Projects
Stages/steps

• Deliverables
• Checklists
• Questionnaires
• Forms
• Project plans
• etc...

How To Guidelines
Templates / Best Practices
Guidelines for understanding
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Part III An example - Cap Geminis PERFORM
Mandatory
Engagement monitoring
Engagement run-down
Engagement acquisition
Engagement start-up
Project Management
Engagements - Business applications - Internet
sites - Management consulting - Year 2000
migrations - SAP implementations - ...
Optional
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Part III What a good quality system can do

• Gather dust
• Focus work
• Get responsibilities clear
• Provide control and assurance
• Be an enabler for
• Knowledge management
• HRM management

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Part III What a Quality system cant do

• Prescribe everything
• Solve/signal soft problems
• Compensate for lack of professionalism

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Contents

• Part I Quality in general
• Quality,
• Quality system,
• Quality management
• Part II Quality and business needs
• Part III Principles for a quality system
• Part IV Principles for quality management

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Part IV Quality management in detail
Premises
Inspection
Quality metrics Professional employees Engagement
management roles Project management Development
method
Audits project-diagnosis Quality system
inspection product-audit project
management-audit project evaluation
Engagement
Premises for engagement
Internal Quality inspection
Requirements Quality plan Project standards
Verification Testing Validation Reviews
Project execution (project/development activities)
source Daan Rijsenbrij
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Part IV Quality management

• Issues
• certification
• line or staff responsibility
• QM characteristics
• Spirit
• enjoy work
• want to do it the right way
• discipline
• prepared to learn/admit faults