Company
LOGO
“OVERVIEW OF
QUALITY MANAGEMENT
SYSTEM”
MS. ELEANOR ROCHELLE S. CRUZ
January 18, 2014
Java Hotel, Bacarra Road, Laoag City, Ilocos Norte
Outline of Presentation
I. Introduction
II. Quality Management System
III. Quality in the Public Sector
IV. Philippine Quality Award
What is Quality?
“ THE CHARACTERISTICS OF A
PRODUCT OR SERVICE THAT
BEAR ON ITS ABILITY TO
SATISFY STATED OR IMPLIED
NEEDS”
AMERICAN SOCIETY FOR QUALITY
“ A PRODUCT OR SERVICE
FREE OF DEFICIENCIES”
“DOING THE RIGHT THING
RIGHT,EVERYTIME FROM THE
1ST TIME”
“a degree or level of excellence…”
Oxford American Dictionary
What is Quality from the
CUSTOMER’S perspective?
• Fitness for use
– how well product or service does
what it is supposed to
• Quality of design
– designing quality characteristics into
a product or service
Dimensions of Quality:
Manufactured Products
• Performance
– basic operating characteristics of a product; how well
a car handles or its gas mileage
• Features
– “extra” items added to basic features, such as a stereo
CD or a leather interior in a car
• Reliability
– probability that a product will operate properly within
an expected time frame; that is, a TV will work without
repair for about seven years
• Conformance
– degree to which a product meets pre–established
standards
• Durability
– how long product lasts before replacement;
• Serviceability
– ease of getting repairs, speed of repairs, courtesy and
competence of repair person
• Aesthetics
– how a product looks, feels, sounds, smells, or tastes
• Safety
– assurance that customer will not suffer injury or harm
from a product; an especially important consideration
for automobiles
• Perceptions
– subjective perceptions based on brand name,
advertising, etc.
Dimensions of Quality:
Services
• Time and timeliness
– how long must a customer wait for service, and is it
completed on time?
• Completeness:
– is everything customer asked for provided?
• Courtesy:
– how are customers treated by employees?
• Consistency
– is same level of service provided to each customer
each time?
What Is Quality:
Producer’s Perspective
• Quality of conformance
– making sure product or service is
produced according to design
• if new tires do not conform to specifications,
they wobble
• if a hotel room is not clean when a guest
checks in, hotel is not functioning according
to specifications of its design
Meaning of Quality
What Is Quality:
A Final Perspective
• Customer’s and producer’s
perspectives depend on each other
• Producer’s perspective:
– production process and COST
• Customer’s perspective:
– fitness for use and PRICE
• Customer’s view must dominate
QUALITY MANAGEMENT
SYSTEM (QMS)
Quality Management System (QMS) is a
collection of business processes
focused on achieving your QUALITY
POLICY i.e. what your customer wants
and needs. It is expressed as the
organizational
structure,
policies,
procedures, processes and resources
needed
to
implement
QUALITY
MANAGEMENT.
Elements of a Quality Management
System
• Quality Policy
• Quality Objectives
• Quality Manual
• Organizational structures
and Responsibilities
• Data Management
• Processes
• Resources - including natural
resources and human capital
• Product Quality leading to
Customer satisfaction
• Continuous improvement
including corrective and
preventive action
• Maintenance
• Sustainability - including
efficient resource use and
responsible environmental
operations
• Transparency and
independence
QMS IS THEREFORE…
All the coordinated activities of the
overall management function of an
organization that determine its
quality policy, objectives, and
responsibilities
and
its
implementation by means of a
quality management system.
QMS consists of 3 fundamental
structures:
POLICY MANAGEMENT
“Doing the right things ”
FUNDAMENTAL
STRUCTURES OF
QMS
PERFORMANCE IMPROVEMENT
“Doing things right the first time”
PROCESS MANAGEMENT
“Keeping things right”
Quality Principles
• Education
• Enlightening
• Excellence
expectations
• Energy
• Empowerment
lifelong learning
new information
exceeding
a passion for life
the power to act
8 Quality Management Principles
1.
2.
3.
4.
5.
6.
7.
8.
Customer Focus
Leadership
Involvement of people
Process approach
System approach to management
Continuous Improvement
Factual approach to decision making
Mutually beneficial supplier
relationships
A Successful, Cost effective
QMS is one in which
• Quality policies and objectives are well
defined
• Everyone is motivated to achieve quality
• Responsibilities are clearly delegated in the
organization for activities influencing quality
• Communication is good
• Instructions are simple, clear and available
• Meaningful records are kept
• Training is available at all levels
• The system is regularly monitored
Process to Establish a QMS
• Define the scope of QMS
• Define Quality Policy and
Objectives
• Identify key processes and
Organizational structure
• Plan to establish a QMS
• Define Key Processes
• Design Quality Manual
• Training on QMS
Model of Process-based QMS
Continuous improvement of the QMS
Management
Responsibility
Interested
Parties
Resource
Management
Measurement,
analysis and
improvement
Input
Requirements
Product
realization
Interested
Parties
Output
Satisfaction
Product
Total Quality Management
Teams
Communication
Culture
Process
Tools
System
Commitment
QMS Reviews – Quality Audit
•
•
•
•
•
•
System audits
Process audits
Product/service audits
Internal audits
External audits
Audits have to be planned and
performed as part of the quality
management activities
The BIG picture
Quality is relative
Vision & Mission statements are about
quality
Monitor and
review quality
Legislation supports
quality
Policies, Processes &
procedures are essential
Everybody is
responsible for quality
Understand the
Principles of
Quality
Continuous
Quality
Improvements
QMS IN THE PUBLIC
SECTOR
LEGAL BASES
REPUBLIC ACT NO. 9013
28 FEBRUARY 2001
“ AN ACT ESTABLISHING THE PHILIPPINE
QUALITY AWARD IN ORDER TO ENCOURAGE
ORGANIZATION IN BOTH PRIVATE AND
PUBLIC SECTOR TO ATTAIN EXCELLENCE IN
QUALITY IN THE PRODUCTION AND/OR
DELIVERY OF THEIR GOODS AND SERVICE”
EXECUTIVE ORDER
NO. 605
23 FEBRUARY 2007
“INSTITUTIONALIZING THE
STRUCTURE,MECHANISMS AND
STANDARDS TO IMPLEMENT THE
GOVERNMENT QUALITY
MANAGEMENT PROGRAM”
DBM CIRCULAR LETTER
NO. 2008-8
23 OCTOBER 2008
NATIONAL GUIDELINES ON INTERNAL
CONTROL SYSTEMS (NGICS)
CHAPTER 3, COMPONENTS OF
INTERNAL CONTROL, SECTION 3.1
CONTROL ENVIRONMENT
QUALITY MANAGEMENT SYSTEM
DBM CIRCULAR LETTER
NO. 2011-05
MAY 19,2011
“PHILIPPINE GOVERNMENT INTERNAL
AUDIT (PGIAM) ”
Generic Module on Controls in QMS
GCG Circular No. 2013-02
April 29,2013
No. 6 letter e “ Government Quality
Management System Standards (GQMSS)
pursuant to E.O. No. 605 s. 2007
Government Quality
Management System
Standards (GQMSS)
• A guidance document to provide public
sector organization with a consistent
approach to quality management.
• Translate the technical language of
ISO 9001-2000 into a language that is
more user friendly for those involved in
managing quality in the public sector
ISO 9001-2000
• The ISO 9000 family of standards is
related to quality management systems
designed to help organizations ensure
that they meet the needs of customers
and other stakeholders while meeting
statutory and regulatory requirements
related to a product. The standards are
published by the International
Organization for Standardization (ISO) and
available through national standards
bodies.
• ISO 9000 deals with the fundamentals
of quality management systems,
including the eight management
principles upon which the family of
standards is based. ISO 9001 deals with
the requirements that organizations
wishing to meet the standard must
fulfill.
• Third-party certification bodies provide
independent confirmation that
organizations meet the requirements of
ISO 9001. Over a million organizations
worldwide are independently certified,
making ISO 9001 one of the most
widely used management tools in the
world today.
The Philippine Quality
Award
What is the PQA?
• A set of organizational performance
assessment criteria covering a wide
range of key excellence indicators:
 Customer
 Product
& Service
 Operational
 Human
Resource
 Financial
It measures the overall health of
your organization,
What is the PQA?
 A flagship program of the National Action Agenda
for Productivity (NAAP)
 A Roadmap towards Global Competitiveness for Key
Sectors (Agriculture, Industry/Services, Healthcare,
Education, Public Sector)
 Established by Executive Order No. 448 in October
1997
 Institutionalized through the signing of RA No. 9013
on February 28, 2001, otherwise known as the PQA
Act
Objectives of the PQA
 To promote standards on organizational
performance comparable to those of leading
businesses/organizations abroad
 To establish a national system for assessing quality
and productivity performance in both private and
public organizations
 To recognize organizations which have achieved the
highest level of quality and business excellence,
thus providing benchmarks which could be
emulated
Core Values and Concepts











Visionary Leadership
Customer-Driven Excellence
Organizational and Personal Learning
Valuing Employees and Partners
Agility
Focus on the Future
Managing for Innovation
Management by Fact
Social Responsibility
Focus on Results and Creating Value
Systems Perspective
The PQA
Assessment
Criteria
Organizational Profile:
Environment, Relationships, Strategic
Situation
Workforce
Focus
Strategic
Planning
Results
Leadership
Customer
Focus
Operations Focus
Measurement, Analysis, &
Knowledge Management
Criteria assessment points
Leadership
points
120
Strategic Planning
85
Customer Focus
85
Measurement, Analysis, and
Knowledge Management
90
Workforce Focus
85
Operations Focus
85
Results
450
1,000 total
Award and Recognition Levels
PHILIPPINE QUALITY AWARD
for
PERFORMANCE EXCELLENCE
• High level of excellence
• National & global role model
RECOGNITION FOR MASTERY IN
QUALITY MANAGEMENT
l
• Demonstrated superior results
• Role model in Philippines
RECOGNITION FOR PROFICIENCY IN
QUALITY MANAGEMENT
• Achieved significant progress in
building sound processes
RECOGNITION FOR COMMITMENT TO
QUALITY MANAGEMENT
• Planted seeds of quality and
productivity
k
j
Scope of Application
1. Private Organizations
(Small/Medium/Large
Enterprises):
2. Public Organizations
National Line Agencies
- Manufacturing
Government-Owned and
Controlled Corporations
- Service
Local Government Units
- Agriculture
State Universities and
Colleges
- Healthcare
- Education
- Other Industries
Other Gov’t. Agencies
PQA Award recipients:
1998
2000
Amkor-Anam Pilipinas, Inc. L2
Data General Phil., Inc. L2
Yazaki-Torres Mfg., Inc. L1
San Miguel Yamamura Asia Corp. L1
City Gov’t. of Marikina L1
Electronic Assemblies, Inc. L1
American Microsystems, Inc. L1
Philips Semiconductor Phil., Inc. L2
Texas Instruments Phil., Inc. L2
City Gov’t of Makati L1
PSI Technologies, Inc. L1
Astec Power, Inc. L1
1999
American Microsystems, Inc. L2
City Gov’t of Marikina L2
National Statistics Office L1
PSI Technologies, Inc. L1
2001
Intel Phil. Mfg., Inc./Intel Technology
Phil., Inc. L3
Integrated Microelectronics, Inc. L3
Cypress Semiconductors Phil., Inc.
L1
PQA Award recipients (continuation):
2002
2005
PSI Technologies, Inc. L2
ON Semiconductors Phil., Inc. L1
NYK Fil Ship Management, Inc. L3
Centro Escolar University L2
University of Santo Tomas L2
John B. Lacson Colleges, Inc. L1
2003
Panasonic Mobile Communications Corp. of the Phil. L3
IndoPhil Group of Companies L1
2004
United Laboratories, Inc. L2
First Sumiden Circuits, Inc. L2
Moog Controls Corp. L1
National Economic Dev’t.
Authority (NEDA) Region I L1
2006
First Sumiden Circuits, Inc. L3
National Transmission Co. L1
NEDA Region I L1
2007
Airlift Asia, Inc. L1
PQA Award recipients (continuation):
2008
2010
United Laboratories, Inc. L4
First Phil. Industrial Corp. L3
Airlift Asia, Inc. L2
SunPower Philippines Mfg. Ltd. L2
Mariwasa Siam Ceramics Inc. L1
RCM Manufacturing Inc. L1
2009
2011
NEDA Region I L1
Phil. Council for Agriculture,
Forestry and Natural Resources
Research & Dev’t. (PCARRD) L1
John B. Lacson Colleges
Foundation-Arevalo, Inc. L1
Automotive Air Conditioning
Technology of the Phil. L2
NYK-TDG eBusiness Corp. L2
Department of Science &
Technology (DOST) Region IX L1
Metals Industry Research & Dev’t.
Council (MIRDC) L1
PQA Award recipients (continuation):
2012
OptoDev, Inc. L1
Don Bosco Technical College L1
Lyceum of the Philippines
University Batangas, Inc. L1
Thomson-Reuters PTE Ltd L1
San Miguel Yamamura Glass Plant
L2
2013
Company
LOGO
Is your
organization
up to its
standards?
“Quality is never an accident; it is
always the result of high intention,
sincere effort, intelligent direction
and skillful execution; it represents
the wise choice of many
alternatives.
William A. Foster
???...
THANK YOU !