Key components of quality
management system and further
challenges
Blagica Novkovska,
State Statistical Office of the Republic of Macedonia
European Conference on Quality in Official Statistics
(Vienna, Austria, 2-5 June 2014)
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
O
N
1. Introduction
T
2. Quality management framework
2.1. Self-assessment based on EFQM
E
2.2. Peer Review
2.3. Metadata and quality management
N
- Metadata driven production system
2.4. The Euro-SDMX structure (ESMS)
2.5. T
Statistical business process model
2.6. Staff satisfaction surveys and customer
satisfaction survey
2.7. DESAP – the European Self Assessment
Checklist for survey managers
3. Strategic documents and
commitment to quality
4. Future challenges
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
INTRODUCTION
SSO vision - to be recognized as an
institution that provides high quality, timely
and relevant statistical information by
adhering to the 15 principles of the EU
CoP
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
INTRODUCTION
Quality framework based on permanent
self-assessment for progress monitoring
Commitment for continuous improvements
is monitored through the fulfillment of the
indicators associated to certain principles
of the CoP
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK

Top-down quality management
framework – EFQM
 CAF
 EU CoP
 Peer Review

Bottom-up approach
 Survey quality reporting
 DESAP
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
Self-assessments based on EFQM
Leadership
3
Results concerning
key performances
2.5
Strategy and planning
2
1.5
1
Societal results
Human resources
management
0.5
0
Results concerning
the employees
Partnership and resources
Management with processes
and changes
User/citizen-oriented results
2007
2010
2011
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
Peer Review
The main findings of the peer review team were:


“Quality is considered to be a high priority of the
SSO. Key office documents confirm the
commitment of the management regarding
quality issues….”
“The SSO places great emphasis on the quality
of the data produced. Key documents published
by the SSO (e.g. the vision of the SSO) confirm
the SSO’s commitment to quality….”
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
Metadata and quality management



Basic principle - re-usability of metadata
Building of the metadata system - creation of
standardized documents (used in Annual
programme):
 Catalogue of Tasks
 Catalogue of Activities
Metadata Strategy - development of a metadata
driven production system
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
Metadata driven production system

Specify Needs
Due to a small number of new surveys in yearly
statistics production this phase is classified as
The third priority task
Develop and Design
Metadata creation directly
into metadata system

Build
Applicable within development of
stand alone production subsystems
Collect
Process
Analyse
The first priority task in the development of metadata
driven system able to manage production processes
Disseminate

Implementation
of
advanced
technologies based on statistical
metadata driven approach for
statistical information production
and dissemination
System for supporting automated
data
collection
(eStat)
realization of the first priority task
First step in process-oriented
data production approach
S1
DATA
ANALYSIS
S1 to SN
OUTPUTS
PREPARATION
Archive
The second priority task
or long term perspective to expand the system
with functionality of involved processes
S1
to
SN
DATA
COLLECTION &
EDITING
DATA
ANALYSIS
DATA
DISSEMINATION
OUTPUTS
PREPARATION
SN
SSO staff
experienced to
SSO staff experienced to analyse data, do quality
SSO staff experienced with the data
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
The Euro-SDMX structure (ESMS)
1 Contact
ESMS
structure
includes data
quality
information once statistics
are
documented,
one can easily
build
predefined
quality reports
1.1 Contact organisation
State Statistical Office
1.2 Contact organisation unit
Department for prices
1.3 Contact name
Elizabeta Trajkovska
1.4 Contact person function
Senior Associate
1.5 Contact mail address
1.6 Contact email address
elizabeta.trajkovska@stat.gov.mk
1.7 Contact phone number
3295-658
1.8 Contact fax number
2 Metadata update
2.1 Metadata last certified
6/11/2013
2.2 Metadata last posted
6/11/2013
2.3 Metadata last update
6/11/2013
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
Statistical business process model
SSO SBPM
Phase 1
Subprocess
1.1
Activity
1.1.1
...
...
...
Subprocess
1.6
Activity
1.1.3
Phase 8
Subprocess
8.1
...
Subprocess
8.4
Activity
8.4.1
...
Activity
8.4.3
Overhead Activities
Annual Statistical Programme
Catalogue of Activities
Activity Based Time Recording
Activity
Activity
Activity
1.1.1 ... k.1.l ... n.1.m
Date/Time 1
Deadline 1
Deadline k
DEADLINES FOR ACTIVITIES PER
SELECTED STATISTICAL TASK
Deadline k > Date/Time 1
Deadline k > Date/Time 2
...
Deadline k >= Date/Time m
Information flow
to Managerial Board
...
...
Deadline n
Date/Time 2
Control and monitoring of
Annual Programme execution
Date/Time m
USER RECORDED DATE AND TIME
PER SELECTED
STATISTICAL TASK AND ACTIVITY
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
Staff satisfactions surveys and customer satisfaction
surveys

Staff Satisfaction Survey - Communication with
staff and exchange of views on improving
different aspects of an organization of work

User Satisfaction Survey – created web
questionnaire provided information about the
users’ habits in the use of statistics, their
opinions on the statistics and on the principles of
the EU CoP.
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
QUALITY MANAGEMENT FRAMEWORK
DESAP - the European Self Assessment Checklist for
survey managers



DESAP self-assessment questionnaire has been
implemented as a pilot project with two selected
surveys – HBS and Construction Survey
DESAP translated and adapted to the SSO
statistical business process model
DESAP will be implemented on new surveys and
on regular surveys with major quality issues
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
STRATEGIC DOCUMENTS AND COMMITMENT TO
QUALITY
Quality strategy and quality policy
Quality Strategy - determine the activities and indicators
for creating a quality monitoring and assessing system
Quality Policy - based on several pillars:
• EU CoP
• User orientation,
• Measuring the quality of statistical data and processes,
• Strengthening the cooperation with data providers,
• Human resource development,
• Total Quality Management
• Rational use of available resources
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
STRATEGIC DOCUMENTS AND COMMITMENT TO
QUALITY
Statistical confidentially - access to micro data
Degree of
confidentiality
Delete direct
identifiers
Original
microdata
Stronger
anonymisation
methods
Anonymization
methods
Confidential
microdata
De-facto
anonymised
microdata
Fully
anonymised
microdata
Degree of analysis
potential
Managing statistical confidentiality and microdata
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
FUTURE CHALLENGES
SSO’s Quality Policy – Guidance for:
 Rational use of available resource
 Measuring quality of statistical data and
processes
 Total quality management
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
FUTURE CHALLENGES
Main fields of action:
 Integrated IT system (eStat) put into daily practice
 Process change management


Further process standardization based on the SBPM
Benchmarking of comparable statistics
 Quality assurance – development of procedures for
monitoring quality of processes
 Self-assessment tool for the survey managers
(DESAP)
REPUBLIC OF MACEDONIA
STATE STATISTICAL OFFICE
Thank You for Your Attention!