Concept Framework
Administrative Services' Quality Excellence E2=Q. . . Framework
A Conceptual Model
Administrative Services' Quality Vision is based upon the 1998 Malcolm Baldrige National Quality Award Criteria for Performance Excellence. The foundation of this criteria is a set of core quality Values and Concepts. These core quality Values and Concepts are embedded in the Baldrige's seven criteria categories for performance excellence. Administrative Services has chosen to adopt the Baldrige model as the foundation for its Quality Vision.
Why the Baldrige Model?
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The Baldrige Model and the processes associated with it produce results. Evidence is mounting of a direct correlation between Baldrige "scores" and increased business performance.
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The Baldrige Criteria encourages a common set of concepts and values.
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The Baldrige Criteria provides a structured model for performance excellence.
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The Baldrige Criteria provides a way to look across functional areas and get a more integrated, holistic self-assessment of the organization.
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Engaging in a Baldrige self-assessment results in organizational learning.
What Exactly is Administrative Services' Quality Excellence E2=Q. . . Framework?
Administrative Services' Quality Vision begins with the definition of a common set of core Quality Values and Concepts. These core Values and Concepts provide the foundation for Administrative Services' quality plan. The core Values and Concepts remain unchanged and stable over time. They provide the basis for Administrative Services' culture, decision making, and daily operations.
Administrative Services' quality plan is termed the Quality Approach. Administrative Services' Quality Approach is nearly an exact replica of the 1998 Malcolm Baldrige Criteria for Performance Excellence. Some minor editing has been performed to ensure the language contained in the Approach is applicable to Administrative Services. The Quality Approach is a high level plan for achieving performance excellence in Administrative Services. The seven categories in the Quality Approach directly mirror the seven Baldrige criteria categories. Like the core Values and Concepts, the Quality Approach remains stable over time as well. The Approach provides direction and a vision for the future and is the overall goal or What we expect to achieve.
Having defined the Quality Approach, the next step is to determine How we are going to accomplish what we expect to achieve. Administrative Services will document recommended guidelines, procedures, and templates for carrying out the plan. These guidelines, procedures, and templates will comprise Administrative Services' Quality Deployment strategies.
Once we have defined how to accomplish our Approach, we will implement our strategies. Implementation of strategies will lead to Quality Results at the Administrative Services' corporate, division, work unit, and individual employee levels. We will learn from these Results and use these Results to adjust and improve our Deployment strategies where appropriate.
How Does the Tier I Quality Manual document fit into Administrative Services' Quality Excellence E2=Q. . . Framework
The Tier I Quality Manual document includes content that addresses Approach (the What) as well as Deployment (the How). We need to distinctly separate the What from the How. This is important because the What should not change over time, the How may and probably will change over time. Embedding both the what and the how in the same document convolutes the content.
The Tier I document also did not link directly with the Baldrige criteria. Because Administrative Services made a conscious decision to model our approach to quality off of the Baldrige criteria, we saw an immediate need to make an adjustment that would put us in direct alignment with Baldrige.
The content in the Tier I Quality Manual will be very useful as we begin to document our Quality Deployment strategies.
What is ASQ?
ASQ stands for the American Society for Quality. ASQ is a group of individual and organizational members dedicated to the ongoing development, advancement, and promotion of quality concepts, principles, and techniques. ASQ was founded in 1946 and has grown to more than 130,000 individual and 1,000 organizational members.
What does ASQ have to do with Baldrige?
The American Society for Quality administers the Malcolm Baldrige National Quality Award for the National Institute of Standards and Technology of the U.S. Department of Commerce.
What is the ASQ Body of Knowledge?
ASQ provides certifications for many different types of quality professionals. Certification is formal recognition by ASQ that an individual has demonstrated proficiency with and comprehension of a specified body of knowledge. The Certified Quality Manager (CQM) is one such certification. The Certified Quality Manager is a professional who understands quality standards and concepts, can implement organizational assessments, and maintain customer satisfaction and focus. The Certified Quality Manager manages projects that support strategic objectives and motivates human resources in support of organizational goals.
The Body of Knowledge that is referred to in the Quality Vision Model is the Certified Quality Manager Body of Knowledge. The CQM Body of Knowledge consists of eight areas: Quality Standards; Organizations and Their Functions; Quality Needs and Overall Strategic Plans; Customer Satisfaction and Focus; Project Management; Continuous Improvement; Human Resources Management; and Training and Education.
The knowledge and skills one gains from studying the ASQ Certified Quality Manager Body of Knowledge supports the concepts identified in the Malcolm Baldrige Quality Award criteria and provides individuals with the knowledge, skills, and tools to achieve performance excellence. Because this body of knowledge links to Baldrige, it directly links to Administrative Services' Quality Approach and because the body of knowledge provides individuals with knowledge, skills, and tools to achieve performance excellence, it will assist us in developing deployment strategies that will be implemented throughout Administrative Services.
How Does This All Fit Together?
See attached diagram. Administrative Services' core Quality Values and Concepts, which are derived from the Baldrige Values and Concepts are the foundation upon which Administrative Services' Quality Vision is based. The core Quality Values and Concepts are: Customer Driven Quality, Leadership, Continuous Improvement and Learning, Valuing Employees, Fast Response, Design Quality and Prevention, Long-Range View of the Future, Management by Fact, Partnership Development, Public Responsibility and Citizenship, Results Focus, the Basic Principles, and the NACUBO Code of Ethics.
Administrative Services' Quality Approach, which is based on the Baldrige Criteria and portions of the Tier I Quality Manual document contains statement of what Administrative Services aspires to achieve. This is Administrative Services' conceptual quality plan. An example of one of these statements is "Administrative Services seeks input from employees and managers in order to accurately identify specific needs and to design the best education and/or training solutions." This statement is contained in section 5.2 of the Quality Approach document. As mentioned earlier, the Values and Approach remains unchanged and stable.
Administrative Services' Quality Deployment, which will be based on the Approach and portions of the existing Tier I document, will be developed using various resources. One fundamental resource is ASQs Certified Quality Manager Body of Knowledge. The type of content contained in Administrative Services' Quality Deployment documentation will be similar to ISO 9000's Tier II and Tier III documentation. The strategies that each team is developing will be documented as part of the Deployment manual as well. Examples of what might be included in the Deployment Manual are Standard Operating Procedures for conducting needs assessments and needs assessment forms and/or templates.
Administrative Services' Results at the corporate, division, work unit, and individual employee levels consist of documents and data that result from implementing the strategies contained in the Deployment manual. These documents and data are similar to ISO 9000's Tier IV documentation. Examples of Results at the corporate, division, work unit, and individual employee levels are Administrative Services' training needs, division training needs, work unit training needs, and individual employee training needs. Results, unlike core Values and Concepts and Approach, will change over time to accommodate changes in technology, customer wants and needs, competition, employee wants and needs, and the marketplace.
The Administrative Services' Quality Vision Model was created by Gary Newsom, Mike Kull, and Colleen Robison.
This document was prepared by Colleen Robison and Doug Sharp in an effort to assist Administrative Services' employees and stakeholders in understanding Administrative Services' Quality Vision.
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