New quality management system

(1)

Start

PIE 27813

-

EFQMEXAM

New quality management

system

(2)

EFQM

EFQM is the basic method, because it provides the most complete coverage for

the evaluation of an entire company.

EFQM

DIN EN ISO 9001

_{(process evaluation)}

Bootstrap

Metrics/

Benchmarking

time saving = cost saving, by avoiding the acquisition of redundant quality

related information.

new

methods

adapted

methods

(3)

QMS

QMS QMS

QMS QMS QMS QMS

QMS QMS QMS QMS QMS

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 ...

distribution of:

- objectives and methods

- reference models

defined information

flows,

quality knowledge

base (results,

strengths,

improvement areas,

corrective actions ...)

(4)

• decentralised / heterogeneous • permanent change

• interchange of common information with relation to the same company

Management

requires

information models

J Individual models for many different views on the company finds

finds finds finds

L models able to increase for integration of new aspects miss

missmiss miss

L Integrated database

for consistent representation of data and graphics

miss missmiss miss

(5)

application 1 application 1 application 1 application 1

...

meta meta meta

meta-model-model-model-model

Common (meta) models.

application 2 application 2 application 2

application 2 application 3application 3application 3application 3

application 4 application 4application 4 application 4

(6)

quality knowled

ge

quality knowled

ge

quality knowled

ge

quality knowled

ge

quality knowled

ge

quality knowled

ge

quality knowled

ge

quality knowled

ge

xxx

xxx kg

kg

The acquired quality related knowledge of the company is not

available to the company

(7)

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.

(8)

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.

(9)

assessments assessments assessments assessments assessments assessments assessments

assessments strengthsstrengthsstrengthsstrengths

improvement areas improvement areas improvement areas improvement areas reports reports reports reports results results results results actions, ... actions, ... actions, ... actions, ... EFQM EFQM EFQM EFQM self evaluation self evaluation self evaluation self evaluation methods methods methods methods DIN EN ISO 9001ff. DIN EN ISO 9001ff. DIN EN ISO 9001ff. DIN EN ISO 9001ff. Bootstrap 3.0 Bootstrap 3.0 Bootstrap 3.0 Bootstrap 3.0 provision of information provision of information provision of information provision of information multi method multi methodmulti method multi method assessments assessments assessments assessments multi method multi methodmulti method multi method assessments assessments assessments assessments

QMS

quality knowledge audits auditsaudits audits audits auditsaudits audits

single method evaluation single method evaluation single method evaluation single method evaluation

determination of reference numbers determination of reference numbersdetermination of reference numbers determination of reference numbers

(10)

global methods global methodsglobal methods global methods business processes business processes business processes business processes business processes business processes business processes business processes decentralised QMS decentralised QMS decentralised QMS decentralised QMS decentralised QMS decentralised QMS decentralised QMS decentralised QMS central Quality Management System (QMS)

central Quality Management System (QMS) central Quality Management System (QMS) central Quality Management System (QMS)

(multi-method) (multi-method) (multi-method) (multi-method) assessments assessments assessments assessments (multi-method) (multi-method) (multi-method) (multi-method) assessments assessments assessments assessments global objectives global objectives global objectives global objectives (individual additions) (individual additions) (individual additions) (individual additions) (individual additions) (individual additions) (individual additions) (individual additions) sub objectives sub objectives sub objectives sub objectives sub objectives sub objectives sub objectives sub objectives actions actions actions actions, ..., ..., ..., ... actions actions actions actions, ..., ..., ..., ... Org.. units Org.. unitsOrg.. units Org.. units

Org.. units Org.. unitsOrg.. units Org.. units results results results results results results results results reports reports reports reports reports reports reports reports improvement areas improvement areas improvement areas improvement areas improvement areas improvement areas improvement areas improvement areas strengths strengths strengths strengths strengths strengths strengths strengths global methods global methods global methods global methods global methods global methods global methods global methods

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Deutsche Telekom AG

key process XY T-Nova processes processes EZ Berlin Current situation: Current situation:Current situation: Current situation:

description according the ARIS-methodology

- value added chain

- event driven process chain - functions assign diagram within different levels. generic area spreading process models within a

dynamic organisational structure.

objective: information about and controlling/improvement of processes.

(12)

metrics/ reference numbers Bootstrap DIN ISO XY EFQM Level of detail of quality evaluation methods

Metrics and reference numbers are integral part of the different quality evaluation methods.

(13)

metrics/ metrics/metrics/ metrics/

reference numbers reference numbersreference numbers reference numbers

Bootstrap

DIN EN ISO 9000ff. DIN EN ISO 9000ff.DIN EN ISO 9000ff. DIN EN ISO 9000ff.

EFQM

sub processes processesprocessesprocessesprocesses

organisational units

direct process relation

evaluation results (e.g.): - strength,

- improvement areas, - benchmarks,

(14)

metrics/ metrics/metrics/ metrics/

reference numbers reference numbersreference numbers reference numbers

Bootstrap

DIN ISO 9001ff.

EFQM

organisational units

strategic importance for process improvement evaluation results (e.g.): - strengths,

- improvement areas, - benchmarks,

(15)

metrics/ reference numbers Bootstrap DIN ISO XY EFQM

Level of detail and aggregation of evaluation results

The results of quality evaluations available to other subsequent quality evaluations.

(16)

approach:

• processes describe the value adding

• reference numbers informinforminforminform 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 controlcontrolcontrolcontrol the process improvement

(17)

Zentrale Zentrale Organisationseinheit

Kick Off Zentrale Vorbereitung EFQM/Zentrale Mng R P Managementbe-schluß EFQM Mng D Planung der Selbst- bewertung Oper D Modellieren EFQM Unterkriterien Oper R D P Aktionsplanung Mng R P Umsetzung der Maßnahmen Oper Fortschritts-kontrolle Oper Review Meldungen/ Mitteilungen Oper R EFQM Selbst-bewertung Oper P Abschluß Selbstbewertung Oper P

(18)

Zentrale Zentrale Organisationseinheit

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

(19)

Definition of criteria and sub criteria of the EFQM model.

Effort reduction at EFQM model change

by

(20)

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.

(21)

register the data by criteria editor register the data by criteria editorregister the data by criteria editor 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

(22)

- 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,.. Consensus meeting

Consensus meetingConsensus meeting Consensus meeting

(23)

action planning action planningaction planning action planning

- display of pre selected improvements

- support on favour and prioritise improvements

- arrangement of activities.

Improved transparency and tracking of improvement activities

by

(24)

- link of sub criteria within the EFQM reference models - link of sub criteria within the EFQM reference models - link of sub criteria within the EFQM reference models - link of sub criteria within the EFQM reference models - support at report generation

- support at report generation - support at report generation - support at report generation

- pass on best practices and selected improvements - pass on best practices and selected improvements - pass on best practices and selected improvements - pass on best practices and selected improvements - information availability of previous self assessments - information availability of previous self assessments - information availability of previous self assessments - information availability of previous self assessments - process representation of the EFQM self assessment - process representation of the EFQM self assessment - process representation of the EFQM self assessment - process representation of the EFQM self assessment - role specific views

- role specific views - role specific views - role specific views

(25)

The information links of sub criteria can be freely defined.

Reference chain between enabler and result criteria.

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(27)

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.

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(29)

The report paths can be defined graphically and independent from the organisational structures.

(30)

Bereich ... Projekt ... Projekt ... Projekt ... Projekt ... Audit: Y2000 ... ... Auditleiter Auditleiter Auditleiter

Auditleiter Leiter: Leiter: Leiter: Leiter:

n nn n Verantwortung der Leitung 1 1-01 Qualitätspolitik

Wie und wo hat die oberste Leitung eine Qualitätspolitik einschl. ihrer Zielsetzungen und

1-04 Organisation

Verantwortung und Befugnis Wie sind die

Verantwortung und Befugnis und gegenseitigen 1-05 Organisation Mittel

Wie ist sichergestellt, daß die fachliche

Qualifikation der Mitarbeiter ausreichend 1-02

Qualitätspolitik Wie wird die Qualitätspolitik...

• graphical display of used ISO elements

• graphical display of audits • availability of detailed

information

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.

1-05 Wie ist sichergestellt, daß die fachliche Qualifikation der Mitarbeiter ausreichend ist für die jeweilige Belange des QM-Systems einschließlich interner Audits?

1 Verantwortung der LeitungVerantwortung der LeitungVerantwortung der LeitungVerantwortung der Leitung

ISO ISOISO

(31)

(32)

In a preliminary talk will discussed and marked the relevant processes for one explicit assessment session with the project manager

(33)

All necessary information of an assessment can be displayed.

(34)

• Reference number editor • reference number collection • decision maker • management information

(35)

Component reference number, quality map e.g. customer satisfaction.

endangering area endangering area endangering area endangering area critical area critical area critical area critical area loyalty area loyalty area loyalty area loyalty area Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ...Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ...Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ... Soll ... Soll ... Ist ... Ist ... Ist ... Ist ... Kennzahl ... Kennzahl ... Kennzahl ... Kennzahl ... Soll ... Soll ...Soll ... Soll ... Ist ... Ist ...Ist ... Ist ...

Dynamic display of reference numbers according their

traffic light indication and visualising of reference number groups and relations.