Total Quality Management
Implement - from Quality to Organisational Excellence
Introduction
An implementation framework is needed to build on and pull together all of the ideas and concepts covered in this site – TQM, processes, tools and techniques, people development, teamwork, management system, performance measurement, the Excellence Model® and self-assessment. Based on many years of research, education and advisory work in the European Centre for Business Excellence (ECforBE), the framework described in this section provides a practical blueprint for achieving organisational excellence.
An implementation model for achieving organisational excellence
The overall framework, shown below, is concerned with setting the direction for the organisation (top left three boxes), managing processes, and then moving through the framework, left to right, to measure and improve performance.
Organisation vision, goals
& strategies
Feedback
Benchmarking
(process capability) Visualise ideal processes
Mission
Business process re-designing
Process analysis
Critical success factors and KPI’s
Core processes
ISO9000
Define opportunities for improvement Selfassessment
(gap
analysis)
People development From to Quality
Excellence
Decide process priorities
Measurement of progress
Continuous improvement
Education, training & development
www.dti.gov.uk/quality/implementation page 1 of 6
It starts with the vision, goals, strategies and mission that must be fully thought through, agreed and shared in the business. What follows determines whether or not these are achieved. The building blocks of the mission that are critical to success – the critical success factors (CSF’s) – must then be identified, and the measures associated with them – the key performance indicators (KPI’s) – indicate whether the CSF’s are being achieved.
Once the CSF’s and KPI’s have been identified, so too must the organisation’s core processes. If
Introduction
An implementation framework is needed to build on and pull together all of the ideas and concepts covered in this site – TQM, processes, tools and techniques, people development, teamwork, management system, performance measurement, the Excellence Model® and self-assessment. Based on many years of research, education and advisory work in the European Centre for Business Excellence (ECforBE), the framework described in this section provides a practical blueprint for achieving organisational excellence.
An implementation model for achieving organisational excellence
The overall framework, shown below, is concerned with setting the direction for the organisation (top left three boxes), managing processes, and then moving through the framework, left to right, to measure and improve performance.
Organisation vision, goals
& strategies
Feedback
Benchmarking
(process capability) Visualise ideal processes
Mission
Business process re-designing
Process analysis
Critical success factors and KPI’s
Core processes
ISO9000
Define opportunities for improvement Selfassessment
(gap
analysis)
People development From to Quality
Excellence
Decide process priorities
Measurement of progress
Continuous improvement
Education, training & development
www.dti.gov.uk/quality/implementation page 1 of 6
It starts with the vision, goals, strategies and mission that must be fully thought through, agreed and shared in the business. What follows determines whether or not these are achieved. The building blocks of the mission that are critical to success – the critical success factors (CSF’s) – must then be identified, and the measures associated with them – the key performance indicators (KPI’s) – indicate whether the CSF’s are being achieved.
Once the CSF’s and KPI’s have been identified, so too must the organisation’s core processes. If