Value Added by Quality Management

Abstract: Quality Management is an essential part of successful organisations. But the effect of it is mostly not directly visible. The effects are more indirect, and have a time lag till results appear. In today’s challenging times, all activities of an organisation have to proof their ability to add value. While Value Based Management is more focussed on financial value, other concepts and models like EFQM Excellence Model and Kaplan and Norton’s Balanced Score Card also point on values that are the basis and driver for financial success. Quality Management has to proof its effects on company values, and therefore the transacting mechanisms have to be identified and procedure to manage the process of Value Adding Quality Management has to be developed.

Modelling new public management in an Asian context : public sector reform in Malaysia

This article combines the key elements of new public management theories with theories of privatisation and total quality management. The key elements identified in this review are used to establish a general model of new public management. Based on western theorising, the model is acknowledged as having a cultural bias. As a corrective, the article reviews the empirical experience of Malaysian public sector reform between 1980 and 2000, with the findings being used to identifying country-specific characteristics as a means of refining the model in a way that reflects that experience. The discussion concludes by setting out a revised model of new public management which takes account of its application in a Malaysian context. The contention is that the process of enquiry leading to this contingent model of new public management might be adapted along similar lines for the purposes of analysing the application of public sector reform in other developing countries.

Striving for educational equity and ‘world-class quality’ schools in Mauritius in global times

Concerns that the education system in Mauritius has not been adequately preparing students for work and life, and unsatisfactory academic achievement in schools, have fuelled the government’s drive to improve the quality of schools. These concerns exist within education structures that systematically segregate students into ‘star’ schools and less desirable schools that curtail the education experience of the majority of Mauritian children. Within this context, Mauritian education authorities have attempted various educational reforms aiming at ‘World Class Quality Education’ so as to contribute to an efficient and dynamic workforce and to meet the needs of an increasingly competitive, knowledge-based and globalised economy. Reflecting the Mauritian government’s ‘quality’ agenda and its focus on the work of school leaders, this article reports the findings of research exploring Mauritian principals’ views about the usefulness or otherwise of Total Quality Management (TQM) principles in raising educational standards. It focuses specifically on whether and how principals are addressing the mounting challenges brought about by globalisation. The findings indicate that, despite the government’s efforts at reforms, the education system detracts from ambitions to adequately prepare all Mauritian children for work and life in a globalised and networked world. The article argues that school leaders need to take proactive responsibility for ensuring that all Mauritian children have access to an education system that cultivates their participation as active citizens of the global community.

Quality management promotion to improve competitiveness

Includes bibliography

Integrated approach to healthcare quality management:a case study

Purpose - The purpose of the paper is to develop an integrated quality management model, which identifies problems, suggests solutions, develops a framework for implementation and helps evaluate performance of health care services dynamically. Design/methodology/approach - This paper uses logical framework analysis (LFA), a matrix approach to project planning for managing quality. This has been applied to three acute healthcare services (Operating room utilization, Accident and emergency, and Intensive care) in order to demonstrate its effectiveness. Findings - The paper finds that LFA is an effective method of quality management of hospital-based healthcare services. Research limitations/implications - This paper shows LFA application in three service processes in one hospital. However, ideally this is required to be tested in several hospitals and other services as well. Practical implications - In the paper the proposed model can be practised in hospital-based healthcare services for improving performance. Originality/value - The paper shows that quality improvement in healthcare services is a complex and multi-dimensional task. Although various quality management tools are routinely deployed for identifying quality issues in health care delivery and corrective measures are taken for superior performance, there is an absence of an integrated approach, which can identify and analyze issues, provide solutions to resolve those issues, develop a project management framework (planning, monitoring, and evaluating) to implement those solutions in order to improve process performance. This study introduces an integrated and uniform quality management tool. It integrates operations with organizational strategies. © Emerald Group Publishing Limited.

A study into the effectiveness of quality management training:a focus on tools and critical success factors

Purpose – The purpose of this paper is to investigate the effectiveness of quality management training by reviewing commonly used critical success factors and tools rather than the overall methodological approach. Design/methodology/approach – The methodology used a web-based questionnaire. It consisted of 238 questions covering 77 tools and 30 critical success factors selected from leading academic and practitioner sources. The survey had 79 usable responses and the data were analysed using relevant statistical quality management tools. The results were validated in a series of structured workshops with quality management experts. Findings – Findings show that in general most of the critical success factor statements for quality management are agreed with, although not all are implemented well. The findings also show that many quality tools are not known or understood well; and that training has an important role in raising their awareness and making sure they are used correctly. Research limitations/implications – Generalisations are limited by the UK-centric nature of the sample. Practical implications – The practical implications are discussed for organisations implementing quality management initiatives, training organisations revising their quality management syllabi and academic institutions teaching quality management. Originality/value – Most recent surveys have been aimed at methodological levels (i.e. “lean”, “Six Sigma”, “total quality management” etc.); this research proposes that this has limited value as many of the tools and critical success factors are common to most of the methodologies. Therefore, quite uniquely, this research focuses on the tools and critical success factors. Additionally, other recent comparable surveys have been less comprehensive and not focused on training issues.

Quality Management

The purpose of this chapter is to enable registered health and social care prac - titioners to assume a clinical and/or a professional leadership role in quality management in the health and social care sectors. The contents in this chap - ter will strengthen the management competences of practitioners working in these sectors, including critical thinking, critical reflection, problem solving and decision -making, thus improving the quality in health and social care services.

Business Process Quality Management

Process modeling is a central element in any approach to Business Process Management (BPM). However, what hinders both practitioners and academics is the lack of support for assessing the quality of process models – let alone realizing high quality process models. Existing frameworks are highly conceptual or too general. At the same time, various techniques, tools, and research results are available that cover fragments of the issue at hand. This chapter presents the SIQ framework that on the one hand integrates concepts and guidelines from existing ones and on the other links these concepts to current research in the BPM domain. Three different types of quality are distinguished and for each of these levels concrete metrics, available tools, and guidelines will be provided. While the basis of the SIQ framework is thought to be rather robust, its external pointers can be updated with newer insights as they emerge.

Gestão de qualidade no Brasil: setor serviços

O presente relatório origina-se de projeto destinado a analisar a gestão da qualidade no setor de serviços nacional. A pesquisa foi conduzida através do envio de questionário, contendo 135 perguntas, a uma amostra, selecionada por conveniência, de empresas de grande, médio e pequeno portes do segmento de serviços. A sondagem cobre aspectos socioorganizacionais, técnico-tecnológicos e econômico-competitivos das indústrias. Foram avaliados os procedimentos usados na gestão da qualidade e os resultados obtidos. O trabalho insere-se numa pesquisa mundial sobre gestão da qualidade, coordenada pelo Prof. Gustavo Vargas da Universidade Estadual da Califórnia em Fullerton.

ORGANOCHLORINE PESTICIDE-RESIDUES IN HUMAN-MILK IN THE RIBEIRAO-PRETO REGION, STATE OF SAO-PAULO, BRAZIL

Thirty-seven samples of human milk (colostrum) from donors living in the Ribeirao Preto region were analyzed to determine the levels of organochlorine pesticide residues. Donors were classified into two groups, i.e., occupationally exposed and non-exposed to pesticides. Other factors such as age, previous lactations, race, smoking habit, occupation, family income and educational level were also considered. Analysis was performed by preliminary lipid extraction followed by fractional partition on a column and finally by gas chromatography with an electron capture detector. Lindane was found in 32% of the samples in amounts of less than 0.001 mg/kg; heptachlor was found in 65% of the samples at mean levels of 0.001 mg/kg, i.e., a level five-fold lower than that established by FAO/WHO (1970) for cow's milk. Aldrin and endrin were not detected in any of the samples. Dieldrin was detected in only one sample at a level of 0.038 mg/kg, which is considered high. DDT and DDE amounts are reported as total DDT and at least one of these compounds was present in every sample. Amounts detected in donors occupationally exposed to pesticides ranged from 0.008 to 0.455 mg/kg (mean, 0.149 mg/kg), i.e., three times the limit established by FAO/WHO (1970), while values for donors who had not been exposed ranged from 0.002 to 0.072 mg/kg (mean, 0.025 mg/kg), i.e., half the limit. Considering the level of acceptable daily intake proposed by FAO/WHO (1973), lactents ingested 1% of the acceptable intake of lindane (all donors), 30% of the acceptable intake of heptachlor (all donors), 60% of the acceptable intake of DDT (non-exposed donors), and 3.7 times the acceptable intake of DDT (exposed donors). Comparing the present results with those obtained 10 years ago, the total DDT level in human milk is decreasing in this part of the country. The mean amount of organochlorine residues in non-exposed women's milk was one of the lowest levels among those recorded in the literature. DDT levels of occupationally exposed women's milk were comparable with those reported for developed countries and lower than those detected in Latin American countries. When the results of this survey are considered in relation to the advantages of breast-feeding, the risk-benefit balance is still favorable to breast-feeding. However, given the lack of long-term epidemiological studies, undesirable or harmful long-lasting effects cannot be excluded.

Serving the American public : best practices in performance measurement : Benchmarking Study Report /

"June 1997."

Manpower for the human services /

A work progress report submitted to and prepared under a contract with the Manpower Administration, U.S. Department of Labor, under the authority of the Manpower Development and Training Act.