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Why We Are Here ?

Why ?
Why ?
Why ?

To Learn About
Essentials of Quality and Quality Management

Who Am I ???? .

• Quality management  Part II : Principles for a quality system  Part IV : Principles for quality management . • Quality system.What We Are Going to Discuss?  Part I : Quality in general • Quality.

" .Part I : What is Quality ? Adidas ? Ferrari ? IPhone ? Versace ? Pepsi ? “The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

 prove it and  improve it  Quality is the degree of satisfaction  Quality is Fitness For Use . not a noun  Delivering quality means you  say what you do.  do what you say.Part I : What is Quality ? Some well known statements :  “Quality” is an adjective.

but it depends on the quality of the process .Part I : Product and Process The QM axiom : The quality of the product matters.

processes en tools with which quality management is realised” . responsibilities.Part I : What is a quality system ? As a Practice… “The organisational structure. procedures.

Part I : What is a quality system Above all. a quality system is A (tactical) instrument for controlling business processes so that these processes are :  predictive  Demonstrable  Consistent .

Part I : What is quality management ?  Hard Skills  Setting objectives  Quality assurance  Quality control  Quality Improvement  Soft Skills  Motivation  Communication  Trainings  Tea Spirit .

Part I : Quality management. assurance and improvement strategic management tactical management Quality improvement Qualitypolicy Quality system Quality planning Premises for quality operational management Quality monitoring Quality-audits Quality assurance Quality control Quality inspection operational activities Development process product .

• Quality system. • Quality management  Part II : Principles for a quality system  Part IV : Principles for quality management .Contents  Part I : Quality in general • Quality.

Part II : Architecture of good quality systems Contrary to popular belief. the word Quality doesn’t refer to the quality system itself     Lean Recognisable to the users Focused Clear .

focused on Quality Assurance .Part II : 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.

Part II : Recognisable A good quality system is recognisable  No surprises  No “quality managers” speech  Not too abstract .

Part II : Focused Human Resource Mngmt Human Resource Mngmt Policy Procedures Regulations Quality documents Methods and techniques Financial Administration Financial Administration Engagement Administration QS Engagement Administration Delivery Sales Delivery Sales .

consistent. explicit...Part II : Clear A good quality system is clear  Unambiguous.  Easily accessible  Distinction between what and how  Distinction between  Mandatory  Optional • Suggested • Just a reminder . SMART .

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  HR management … .

Part II : What a Quality system can’t do  Prescribe everything  Solve/signal “soft” problems  Compensate for lack of professionalism .

Contents  Part I : Quality in general • Quality. • Quality management  Part II : Principles for a quality system  Part III : Principles for quality management . • Quality system.

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

Part III : 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 .