Quality and Social
Responsibility: Achieving
Sustainable Results
About the Presenter
• Dick Gould
• ASQ Fellow
• DAC Social Responsibility
Liaison
• Past member - ASQ
Board of Directors
Why should the quality
professional care about
social responsibility?
What Is Social Responsibility?
People and organizations
– Ethical behavior
– Having sensitivity toward:
• social
• cultural
• economic
• environmental issues
Why Be Socially Responsible?
• Consumers demand it
• Makes good business sense
• Produces bottom line results
• Builds a stronger brand
Why Be Socially Responsible (cont.)
• Stakeholders seek transparency
• World of instant information
• Government is getting involved
• Financial benefits
What is the connection
between quality and social
responsibility?
The Basic Relevance of SR to Quality
Total Quality Management:
1. Addresses all areas of an organization;
2. Emphasizes customer satisfaction;
3. Uses continuous improvement methods
and tools
The Quality Toolbox 2005
2011 ASQ Future of Quality Study
1.
2.
3.
4.
5.
6.
7.
8.
Global responsibility
Consumer awareness
Globalization
The increasing rate of change
The workforce of the future
An aging population
21 century quality
Innovation
The Quality Connection
• Evolution of Social Responsibility
The Quality Connection
• Malcolm Baldrige Performance Excellence
Criteria
– Procedures for compliance with safety, health,
and environmental standards
– Mechanisms of corporate support of quality
assurance activities outside the company
– Governance accountability
One Standard for All
• ISO 26000
– Implementation will be voluntary
– Guidance will help define social
responsibility
• ASQ administers the U.S. Technical
Advisory Group (TAG) on Social
Responsibility
ISO 26000
• Assist organizations in addressing SR
• Provide practical guidance
• Emphasize performance results and
improvement
• Increase confidence and satisfaction
among customers and stakeholders
• Maintain consistency
ISO 26000
ISO 26000 is a guidance standard
and not one that an organization
becomes certified to, like ISO 9000
or 14000.
Quality Triple Bottom Line
Quality Tools
• Quality professionals have the tools to
improve social responsibility results
– Baldrige Criteria
– Lean methods
– Six Sigma
Baldrige Criteria
• Malcolm Baldrige Performance Excellence
Criteria
Lean Methods
• Lean manufacturing principles:
– Eliminate non-value-adding activities
– Eliminate waste from the business
• Lean enterprise principles:
– Extend concepts through entire value
stream or supply chain
Six Sigma
• Defect prevention vs defect
detection
– Customer satisfaction and
bottom-line results
– Apply anywhere that variation and
waste exist
– Apply for innovation and improved
customer satisfaction
Bottom Line
Quality + Social Responsibility
= Competitive Advantage
ASQ’s SR Efforts
What is ASQ doing to
promote SR?
ASQ Social Responsibility Response
• The SRO.org
– Global community and online “town square”
for sharing information and building an SR
body of knowledge
– Helps the world understand how SR and
quality can achieve sustainable results
– Provides an access point to ASQ for the SR
professional
Social Responsibility Response (cont.)
• Pathways to Social Responsibility
– Successful Practices for Sustaining the Future
• Spencer Hutchens Social Responsibility
Medal
– Recognizes individuals who demonstrate
outstanding leadership as an advocate for
social responsibility
Social Responsibility Response (cont.)
More Information
American Society for Quality
www.asq.org/social-responsibility
The SRO* (Coming May 2013!)
www.thesro.org
Quality for Life
www.asq.org/qualityforlife
Questions?