EOQ Registration Scheme, Rules & Handbook
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1
EOQ Quality Systems Manager in Public Administration
EOQ Personnel Registration Scheme
EOQ
Quality Systems Manager
In Public Administration
RULES & HANDBOOK
Prepared by:
Mrs. Anabel Cuevas
Mr. Roberto Mejías
Mr. Jose Mª Sánchez
EOQ Registration Scheme, Rules & Handbook
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EOQ Quality Systems Manager in Public Administration
Contents
CHAPTER A: The EOQ Personnel Registration Scheme
A.I
Target
A.2
References
CHAPTER B: Definitions
B.I
EOQ Quality System Manager In Public Administration
CHAPTER C.
Job specifications
C.I
EOQ Quality Systems Managers In Public Administration
1 Preconditions
2 Personal Attributes
3 Capabilities after the relevant training courses
C.II
EOQ Personnel Registration Scheme
Summary of Education and Training Requirements
CHAPTER D
Personnel Qualification/Registration
D.I
Foreword
D.II
Qualification Criteria for Quality Systems Managers In Public Administration
1 Strategies and leadership for Quality Management in public organizations.
2 Process Management.
3 Implementation and evaluation of Quality Management in Public
organizations.
4. Statistical basis applying to public organizations.
5 Management support to make decissions
6 New tools for Quality Management
7 The Organizational excellence througth the management.
8 The Organizational excellence througth the service assistance process
improvement.
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EOQ Registration Scheme, Rules & Handbook
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EOQ Quality Systems Manager in Public Administration
CHAPTER A: The EOQ Personnel Registration Scheme
A.I
1.
Target
Creation of an EOQ scheme for the registration and certification of:
EOQ Quality Systems Manager In Public Administration.
A.2 References
1.
The EOQ Personnel Registration Scheme, Rules and Handbook, draft
document, February 2004.
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EOQ Quality Systems Manager in Public Administration
CHAPTER B: Definitions
B.I EOQ Quality Systems Manager in Public Administration
EOQ Quality Systems Managers in Public Administration
shall have the ability to install, maintain and improve
quality systems that meet the requirements of any size of
public administration organization and to act as the
govern
equip
representative
or
management
representative.
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EOQ Quality Systems Manager in Public Administration
CHAPTER C: Job specifications
C.I
EOQ Quality Systems Managers in Public
Administration
1
Preconditions
1.1 Candidates for EOQ Quality Systems Manager in Public
Administration category should hold a university degree or
equivalent, relevant to their fields of employment. To cope with
a wide variety of national educational systems, the definition of
equivalence to a university degree is left to the discretion of
the agent EOQ-PRU Agent participating in the Scheme.
1.2 Before qualifying as an EOQ Quality Systems Manager in
Public Administration, the candidates should have
accumulated appropriate practical workplace training and
experience over a minimum period of two years. Some
examples of the areas of workplace experience are as follow:
• Science
• Design / Construction
• Engineering
• Technology
• Manufacturing
• Maintenance
• Public Companies
• Services
• Business administration
• Public Administration
In addition they should have at least two years' practical
experience in quality assurance in public organizations, part of
which should be in quality systems management or integrated
systems management.
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EOQ Quality Systems Manager in Public Administration
Personal Attributes
EOQ Quality Systems Managers in Public Administration
should be open minded, quality minded, honest, loyal, skilled
and ready to accept and to learn new techniques. They should
have managerial abilities, demonstrate the ability to work in
teams and should be cost conscious. The candidate shall give
written evidence of education, practical experience and
professional background.
3
Capabilities after the relevant training courses
The EOQ Quality Systems Managers in Public Administration
shall be competent in all quality management techniques:
• Basic QM principles,
• Supporting management commitment and review,
• Review and evaluation of quality related costs
considerations, quality costs systems,
• Quality data information systems/communications,
• Documentation requirements and records,
• Product safety and liability, overview of risk management
methods,
• Citizen care systems, satisfaction monitoring and
evaluation,
• People care systems, satisfaction monitoring and
evaluation.
• QMS planning,
• Compatibility with other management systems,
• Project management, design planning and review,
• Process management,
• Supply chain management,
• Monitoring and measurement of
systems/processes/services.
• Evaluation of statistical methods, data collection and
analysis.
• Treatment of non-conformities, corrective and preventive
action programs.
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EOQ Quality Systems Manager in Public Administration
• QMS continual improvement process and review.
• Management of monitoring and measuring devices.
• Quality motivation and quality improvement programs,
• Advanced quality management methods.
• Design, development and implementation of services
charters.
• Quality audit programs.
EOQ Quality Systems Managers in Public Administration shall
have the ability to install, maintain and improve quality
systems that meet the requirements of any size of public
administration company and to act as the govern equip
representative or management representative, in order to
stimulate the organisation direction towards the citizen
satisfaction and Administration service customer satisfaction.
They shall be able to perform services and process audits, to
act as internal auditors and to be partners for external parties
on matters relating to the management system.
EOQ Registration Scheme, Rules & Handbook
C.II
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EOQ Quality Systems Manager in Public Administration
EOQ Personnel Registration Scheme
Summary of Education and Training Requirements
UNIVERSITY DEGREE OR EQUIVALENT
RECOGNIZED TRAINING
ORGANIZATION
TRAINING approx.
150 hrs (e.g. courses,
seminars and
project work)
BODY FOR
CERTIFICATION OF
THE RECOGNIZED EOQ
AGENT
Evaluation as EOQ
Quality Systems
Manager in Public
Administration
RECOGNIZED QUALITY
COMPONENT IN
UNIVERSITY COURSE
approx. 250 hours (e.g.
project management, …)
EOQ Registration Scheme, Rules & Handbook
CHAPTER D:
D.I
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EOQ Quality Systems Manager in Public Administration
Personnel Qualification / Registration
Foreword
This chapter illustrates the conditions to which the training of EOQ
Quality Systems Managers in Public Administration should be subjected,
in order to provide the levels of qualification, required by the EOQ
Personnel Registration Scheme. The aim is to reach wide acceptance
not only in Europe but also throughout the world.
It is outside the purpose of this Scheme to standardise the training of this
personnel. Instead it intends to harmonise the relevant procedures, so
that a level of qualification, acceptable in all countries, is set.
The Scheme leaves enough freedom to take into account national
requirements, conditions and culture. It is based on trust and confidence
and it does not put less, it puts even more, responsibility on the
participating EOQ-PRU Agent.
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EOQ Quality Systems Manager in Public Administration
D.II Qualification Criteria for Quality System Managers in Public
Administration.
Key
A
To understand and to be able to explain
B
In addition to A, to be able to indicate relevant methods
and to apply them
In addition to A and B, to elaborate and integrate relevant
methods and to interpret the results
C
EOQ -QSM
In
Public Administration
A. STRATEGIES AND LEADERSHIP FOR QUALITY MANAGEMENT
IN PUBLIC ORGANIZATIONS
1. Quality introduction
A
1.1 Quality historical evolution
1.2 Quality in our days
1.2.1 Quality management principles
1.3 Legislative field
2. Quality management in public organizations
B
2.1 Quality in public organization
2.2 Way to tackle quality in public organizations
2.2.1 Action general ways. Quality models in Public Sector
2.2.2 Action sequence
2.2.3 Previous phase: Quality programmes
2.2.4 Implementing phase
2.2.5 Evaluation phase
2.2.6 Continuous phases: Training and communication.
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3. Information systems in public organization
C
3.1 Definitions and public organization internal and external
communication examples.
3.2 Internal communication.
3.3 Citizen attention
3.3.1 Citizen attention service planning
3.3.2 Suggestion and complains management
4. Processes management principles
C
4.1 Process concept
4.2 Types of processes
4.3 Processes Management
4.4 Process identification
5. Quality management roles
B
5.1 Organization definition
5.2 Organization reasons to implant a quality system.
5.3 Management responsibilities in a public organization.
5.3.1 To show the compromise
5.3.2 Citizens system approach
5.3.3 To plan, to organise and to review the quality system.
5.4 Responsibilities delegation
6. Quality standardization
A
6.1 Standardization origin
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EOQ Quality Systems Manager in Public Administration
6.2 Quality in Regulation
6.3 Normalization
6.4 Certification
6.5 Accreditation
6.6 Applying normative to certification bodies
B. IMPLEMENTATION AND EVALUATION OF QUALITY MANAGEMENT
IN PUBLIC ORGANIZATIONS.
1. Management systems standards
B
1.1 Serie 9000 ISO Standard
1.2 Serie 14000 ISO Standard
1.2.1 ISO 9001/ISO 14001 integration
2. ISO 9001:2000 standard development
C
2.1 ISO 9001:2000 standard application
2.2 ISO 9001:2000 standard development
Chapter 0: Introduction
Chapter 1: Object and application field
Chapter 2: Norms for consulting
Chapter 3: Terms and definitions
Chapter 4: Systems of quality management
Chapter 5: Management responsibilities
Chapter 6: Resources management
Chapter 7: Manufacturing product
Chapter 8: Measurement, analysis and improvement
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EOQ Quality Systems Manager in Public Administration
3. Quality system implementation according to ISO 9001:2000
C
3.1 Implementation phases
3.1.1 Documentation phase
3.1.2 Implementation phase
3.1.3 Certification phase
3.2 ISO 9001:2000 in public sector
4. Statistical fundaments applied to public sector
B
4.1 Basic statistic concepts
4.1.1
What the statistic is?
4.1.2 Statistical variables
4.1.3 Statistical or graphical representations.
4.2 Probabilities distribution
4.2.1 Basic concepts about probability
4.2.2 More frequently probabilities distribution models
5. Quality control in services assistance
C
5.1 Attributes and variables
5.2 Statistical processes control
5.2.1 Processes control
5.2.2 Control-Charts
5.2.3 Attributes and variables - charts
5.3 Process capacity
5.4 Sampling Plans. Acceptance Procedures
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6. Quality in marketing and market management in public administration
C
6.1 Citizen’s needs and expectations Analysis
6.2 Citizen’s expectations research methodology
6.3 Citizen´s segmentation
6.4 Public organization positioning to citizens services promotion
6.5 Public organization commitment with citizen participation
7. Quality in design, development and citizen services assistance
B
7.1 Design process: Key concepts
7.2 Services design planning
7.3 Service design development. Differences with product design.
7.4 Check, test, validate and changes in design process
8. Purchasing quality in public organizations
B
8.1 The purchasing process
8.1.1 Traditional model versus purchase modern model
8.1.2 Suppliers selection in public organizations
8.2 Quality agreement
8.3 Purchasing product verification
C. MANAGEMENT PUBLIC ORGANIZATION SUPPORT TO MAKE DECISSIONS
1. Quality internal evaluation in public organizations
C
1.1 Internal evaluation: Audits
1.2 Treatment of non-conformities.
1.2.1 Non-conformities analysis
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1.2.2 Corrective and preventive actions
2. Quality external evaluation in public organizations. Citizen satisfaction
C
2.1 Citizen satisfaction. providing service satisfaction
2 2 Implementing a evaluation service system. Data collection
2.2.1 Target audience selection
2.2.2 Questionnaire design
2.2.3 Other evaluation methods
2.3 Implementing a evaluation service system. Data analysis
2.4 Perception quality profile
3. Quality economic aspects
C
3.1 Quality costs
3.1.1. The CTC curve
3.1.2. Design and introduction of CTC system
3 2 Life cycle cost
3.2.1. Life cycle cost estimation
3.3 Value analysis basis
4. Quality improvement through work as a team
B
4.1 Work as a team potential.
4.2 Team work conflict
4.3 Teams work in quality
4.3.1 Quality circles
4.3.2 Improvement teams
4.4 Work development to the improvement.
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5. Quality improvement and problems solution tools
C
5.1 Introduction. Improvement concept.
5.2 Quality tools classification
5.3 Problems detection tools
5.3.1 Brainstorming
5.3.2 Nominal group
5.4 Tools To give priority to problems.
5.4.1 Pareto chart
5.4.2 Hanlon Method
5.5 Association and relation causes tools
5.5.1 Qualitative methodology
5.5.2 Quantitative methodology
5.6 Solution and improvement tools.
5.7 Solution implantation. Improvement process
6. Quality Management Advanced techniques
C
6.1 Benchmarking
6.2 Six sigma
6.3 5´S Methodology.
D. THE ORGANIZATIONAL EXCELLENCE THROUGTH THE MANAGEMENT
AND THE SERVICE ASSISTANCE PROCESS IMPROVEMENT.
1. Human resources management: Leadership and change management
B
1.1 Leadership models
1.2 Change management: Communication
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2. Human resources management: Participation and labour climate
B
2.1 People participation
2.2 Labour climate
2.3 knowledge management.
3. Human resources management: Training
B
3.1 Training concepts
3.2 Training planning
3.3 Training evaluation
4. Process management
C
4.1 Function management vs. Processes management
4.1.1 Organization development
4.1.2 Management by processes
4.1.3 Characteristics of well-managed processes
4.2 Processes map in a public organization.
4.2.1 Relationships between processes
4.3 Processes Graphical representation
5. Processes: Improvement and measure
C
5.1 Processes measure.
5.1.1 Introduction
5.1.2 Process basic measures
5.1.3 Process operation measures
5.1.4 Process maturity measures
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5.2 Process: Analysis and improvement.
5.3 Process Re- Engineering
6. Quality management approach to continuos improvement
B
6.1 Quality management according to ISO 9004:2000.
6.2 Continuos improvement
6.2.1 Basic activities of improvement
6.2.2 Continuos improvement implementing phases.
7. Self- evaluation models and public sector service letters
B
7.1 Self-evaluation guides.
7.2 Public Administration self-evaluation guide (EFQM Model).
7.3 CAF Model
7.4 Service Charters