Quality Models

1
Quality Models

• Presented by Dr. Joan Burtner
• Certified Quality Engineer
• Associate Professor of
• Industrial Engineering and Industrial Management
• Mercer University

2
Overview of Quality Models

• The Big Three
• Baldrige National Quality Program
• Deming Prize
• ISO 9000 Series
• Other Models
• Joint Commission on Accreditation of Healthcare
  Organizations
• Software Engineering Institute - CMMI

3
Baldrige National Quality Program (BNQP)

• Established in 1987 by US government
• Formerly known as the Malcolm Baldrige National
  Quality Award (MBNQA)
• Originally designed to recognize US companies for
  business excellence
• Later expanded to include education and
  healthcare

4
Purpose of the BNQP (page 296)

• Stated goals
• Help improve organizations performance
  practices, capabilities, and results
• Facilitate communication and sharing of
  best-practices information among U.S.
  organizations of all types
• Serve as a tool for organizations understanding
  and managing performance, as well as for guiding
  organizational planning and opportunities for
  learning
• Not prescriptive
• Not a guarantee of success

5
BNQP Criteria (page 294)

• Leadership
• Strategic planning
• Customer and market focus
• Measurement, analysis and knowledge management
• Human resource focus
• Process management
• Business results

6
Non-U.S. Award Programs

• Deming Prize
• Established by the Japanese government in 1951 to
  encourage pursuit of quality improvement
• Named after Deming to recognize his contribution
  to the Japanese economic recovery
• Recipients not restricted to Japanese companies
• Shingo Prize for Excellence in Manufacturing
• Established in 1988
• Designed to promote lean manufacturing concepts
• European Quality Award
• Established in 1991

7
Introduction to ISO 9000

• Model for a documented quality management system
• Series of standards established by the
  International Organization for Standardization
  (ISO)
• Based on the belief that a well-designed and
  carefully managed quality management system can
  provide confidence that the product or service
  produced by the quality management system will
  meet customer expectations and requirements page
  297

8
ISO 9000 Principles

• Meet customer requirements /exceed customer
  expectations
• Leadership develops and sustains an environment
  that encourages employee involvement
• Workforce enabled for benefit of themselves and
  the organization
• Inputs, resources, outputs managed as a process
• Systems approach to managing the organization
• Goal of continual improvement
• Emphasis on fact-based decisions
• Mutually beneficial supplier relationships

9
ISO Related Standards - 1

• ANSI/ISO/ASQ Q190115-2004 Guidelines for Quality
  and/or Environmental Management Systems Auditing
• QS-9000 automotive industry standards developed
  by GM, Ford, and Chrysler
• ISO/TS 16949 - an international standard for the
  automotive industry
• IWA-1200 Quality Management System Guidelines
  for Process Improvements in Health Service
  Organizations

10
ISO Related Standards - 2

• ANSI/ISO/ASQ Q10015-2001 Quality
  Management--Guidelines for Training
• SAE AS91002001 The International Aerospace
  Quality System Standard
• TL 9000 - a standard for the global
  telecommunications industry
• ISO 134852003 Medical Devices Quality
  Management System

11
Other Models

• Software Engineering Institute (SEI)
• CMM Capability Maturity Model
• CMMI
• See articles on course website
• Joint Commission on Accreditation of Healthcare
  Organizations (JCAHO)

12
Contact Information

• Email Burtner_J_at_Mercer.edu
• US Mail
• Mercer University School of Engineering
• 1400 Coleman Avenue
• Macon, GA
• Phone [phone]