New quality management system

Transcription

1 Start PIE EFQMEXAM New quality management system 06/2000, Page: 1(35)

2 1. approach: harmonisation of quality evaluation methods. EFQM is the basic method, because it provides the most complete coverage for the evaluation of an entire company. DIN EN ISO 9001 EFQM Metrics/ Benchmarking Bootstrap (process evaluation) new methods adapted methods time saving = cost saving, by avoiding the acquisition of redundant quality related information. 06/2000, Page: 2(35)

3 2. approach: integration of central and decentralised QMS. distribution of: - objectives and methods - reference models QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS defined information flows, quality knowledge base (results, strengths, improvement areas, corrective actions...) QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS QMS time saving = cost saving by integrated quality controlling, central data storing, automatic information interchange, description of procedures, ability to compare results, less need of consultation... 06/2000, Page: 3(35)

4 Start situation within quality management. Management requires information models decentralised / heterogeneous permanent change interchange of common information with relation to the same company finds miss miss Individual models for many different views on the company models able to increase for integration of new aspects Integrated database for consistent representation of data and graphics 06/2000, Page: 4(35)

5 Different view on existing quality information. application 2 application 3 application 1 application 4... meta-model Common (meta) models. object, instances, relations, procedures,... 06/2000, Page: 5(35)

6 The current situation of handling quality evaluation results. quality knowledge xxx kg The acquired quality related knowledge of the company is not available to the company! 06/2000, Page: 6(35)

7 Necessary components of the EFQMEXAM model (1/2). objective: Company wide support of all activities and persons involved in evaluation and improvement of (Software-development) processes. Create and track objectives (central and decentralised). Metrics, maturity levels, methods, suitability. Process assessment. Central given methods (EFQM, ISO 9000ff. Bootstrap 3.0, SPICE, CMM...) for self assessments and assessment in priority areas, adaptive able to enhance, roles, Activities, automated reports. Strengths and improvement areas. Comparability by central methods, process and organisation related collection and distribution of quality related expert knowledge. Corrective and preventive actions. Action planning and tracking. 06/2000, Page: 7(35)

8 Necessary components of the EFQMEXAM (2/2). objective: Company wide support of all activities and persons involved in evaluation and improvement of (Software-development) processes. Metric management system. Objectives, methods, metrics, maturity level, speed up customer and end user polls, base practises, best practises. Aggregations (central and decentralised). Metrics, maturity levels, evaluation, different views according defined roles and released information.. Integration of development and support process models. Definition of application areas of methods, activities, roles, conditions, results, preconditions, customer point of view. 06/2000, Page: 8(35)

9 methods Harmonisation model of quality evaluation methods. determination of of reference numbers EFQM self evaluation Bootstrap 3.0 DIN EN ISO 9001ff. assessments audits audits multi multi method assessments single single method evaluation provision of information QMS quality knowledge strengths improvement areas reports results actions,... 06/2000, Page: 9(35)

10 Considered cycles within company wide quality management model. global objectives global methods sub sub objectives central Quality Management System (QMS) decentralised QMS QMS Org.. Org.. units units global methods (individual additions) (multi-method) assessments business processes strengths improvement areas areas reports results actions,,, /2000, Page: 10(35)

11 Connection of heterogeneous process models. key process XY Deutsche Telekom AG Current situation: description according the ARISmethodology - value added chain - event driven process chain - functions assign diagram within different levels. T-Nova processes processes EZ Berlin generic area spreading process models within a dynamic organisational structure. objective: information about and controlling/improvement of processes. 06/2000, Page: 11(35)

12 Determination frequency of quality evaluations. metrics/ reference numbers Bootstrap Level of detail of quality evaluation methods DIN ISO XY EFQM Metrics and reference numbers are integral part of the different quality evaluation methods. 06/2000, Page: 12(35)

13 Objects of quality evaluations within the model. metrics/ reference numbers Bootstrap sub processes sub processes processes processes direct process relation DIN EN ISO 9000ff. EFQM organisational units organisational units evaluation results (e.g.): - strength, - improvement areas, - benchmarks, - actions. 06/2000, Page: 13(35)

14 Importance of evaluation results to the process improvement. metrics/ reference numbers Bootstrap DIN ISO 9001ff. EFQM sub processes sub processes organisational units organisational units processes processes evaluation results (e.g.): - strengths, - improvement areas, - benchmarks, - actions. strategic importance for process improvement 06/2000, Page: 14(35)

15 Information relations of quality evaluations. metrics/ reference numbers Bootstrap Level of detail and aggregation of evaluation results DIN ISO XY EFQM The results of quality evaluations available to other subsequent quality evaluations. The decisions on methods and connections is variable. 06/2000, Page: 15(35)

16 Information relation of the model prototype. approach: processes describe the value adding reference numbers inform about process results acquisition and evaluation of reference numbers are elementary parts of qualitäty assessment methods quality methods evaluate the maturity level of processes quality assessments provide strengths and improvement areas of processes and can be considered as necessary information basis to initiate actions corrective and preventive actions control the process improvement 06/2000, Page: 16(35)

17 Zentrale Zentrale Organisationseinheit Vorbereitung EFQM/Zentrale P Components of the EFQM model prototype. Mng R Review Meldungen/ Mitteilungen Oper R Kick Off Zentrale Managementbeschluß EFQM D Mng Planung der Selbstbewertung D Oper Modellieren EFQM Unterkriterien P D Oper R EFQM Selbstbewertung P Oper Aktionsplanung P Mng R Abschluß Selbstbewertung P Oper Umsetzung der Maßnahmen Oper Fortschrittskontrolle Oper 06/2000, Page: 17(35)

18 Potentials of the EFQM component. Zentrale Zentrale Vorbereitung Review reference models EFQM/Zentrale Organisationseinheit pass on: Meldungen/ Mitteilungen Mng Oper report paths strengths P R R self assessment improvement areas Managementbeschluß EFQM Aktionsplanung Kick Off Zentrale workshop method... Mng points of departure, Mng D simulated application P preconditions, R Planung der Abschluß evaluation: Selbst- Selbstbewertung Top Team Award bewertung Oper Oper structured D P action planning comparable Modellieren Umsetzung EFQM der Unterkriterien Maßnahmen clearly arranged Oper Oper P D R feedbackreport fast assessable EFQM Selbstbewertung P Oper Fortschrittskontrolle Oper structured EFQM knowledge of the company 06/2000, Page: 18(35)

19 EFQM component: considered/supported rolls. Definition of criteria and sub criteria of the EFQM model. Effort reduction at EFQM model change by easily work adaptation into the model structure. 06/2000, Page: 19(35)

20 EFQM component: considered/supported rolls. Creation of an own EFQM reference model. - add individual sub criteria - adaptation of terms - model distribution improvement of EFQM acceptance EFQM by taking into account organisation specific features within the EFQM model. 06/2000, Page: 20(35)

21 EFQM component: considered/supported rolls. register the data by criteria editor - data collection for strengths and improvement areas - link to data sources - monitor the data collection Improved availability of quality knowledge by integration of structured best practices and improvement areas collection. 06/2000, Page: 21(35)

22 EFQM component: considered/supported rolls. Consensus meeting - display of assessor evaluation - display of results within charts - optimised view for the consensus meeting - pre selection for action planning - support of RADAR logic - a.o. Optimised realisation of the consensus meeting by complete display of data, immediately utilisation possibilities, optimised views,.. 06/2000, Page: 22(35)

23 EFQM component: considered/supported rolls. action planning - display of pre selected improvements - support on favour and prioritise improvements - arrangement of activities. Improved transparency and tracking of improvement activities by creation of an ALFABET-based improvement cycle 06/2000, Page: 23(35)

24 - link of sub criteria within the EFQM reference models - support at report generation - pass on best practices and selected improvements - information availability of previous self assessments - process representation of the EFQM self assessment - role specific views Additional model functions within the EFQM component. 06/2000, Page: 24(35)

25 Linking of EFQM sub criteria. The information links of sub criteria can be freely defined. Reference chain between enabler and result criteria. 06/2000, Page: 25(35)

26 Linking different quality evaluation methods (Bootstrap-EFQM). 06/2000, Page: 26(35)

27 Planning of assessments. The information links of the different assessments can be freely defined. The pass on information takes place only after the appropriate release by assessed organisational unit. 06/2000, Page: 27(35)

28 Planning of assessments, assigning of assessor teams. 06/2000, Page: 28(35)

29 Assessed organisational units and definition of report paths. The report paths can be defined graphically and independent from the organisational structures. 06/2000, Page: 29(35)

30 Components of the model prototype, DIN EN ISO Verantwortung der Leitung Qualitätspolitik 1-01Wie und wo hat die oberste Leitung eine Qualitätspolitik einschl. ihrer Zielsetzungen und Bereich... Projekt... Audit: Y2000 Auditleiter Leiter: graphical display of used ISO elements graphical display of audits availability of detailed information Qualitätspolitik 1-02Wie wird die Qualitätspolitik... Organisation Verantwortung und Befugnis 1-04Wie sind die Verantwortung und Befugnis und gegenseitigen Organisation Mittel 1-05Wie ist sichergestellt, daß die fachliche Qualifikation der Mitarbeiter ausreichend ISO Elemente 1 bis 6 1 Verantwortung der Leitung 1-01 Wie und wo hat die oberste Leitung eine Qualitätspolitik einschl. ihrer Zielsetzungen und Verpflichtung zur Qualität festgelegt und dokumentiert? 1-04 Wie sind die Verantwortung und Befugnis und gegenseitigen Beziehungen aller Personen /Funktionen mit leitender, ausführender und prüfender Tätigkeit festgelegt Wie ist sichergestellt, daß die fachliche Qualifikation der Mitarbeiter ausreichend ist für die jeweilige Belange des QM-Systems einschließlich interner Audits? 06/2000, Page: 30(35)

31 Process evaluation according Bootstrap /2000, Page: 31(35)

32 Process evaluation according Bootstrap 3.0. In a preliminary talk will discussed and marked the relevant processes for one explicit assessment session with the project manager 06/2000, Page: 32(35)

33 Process evaluation according Bootstrap 3.0. All necessary information of an assessment can be displayed. 06/2000, Page: 33(35)

34 Component reference number management, functions and rolls. Reference number editor reference number collection decision maker management information 06/2000, Page: 34(35)

35 Component reference number, quality map e.g. customer satisfaction. loyalty area critical area endangering area Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Kennzahl... Soll... Ist... Dynamic display of reference numbers according their traffic light indication and visualising of reference number groups and relations. Kennzahl... Soll... Ist... 06/2000, Page: 35(35)