Quality practices at TNO Quality of Life EARTO

Quality practices at TNO Quality of Life EARTO Working Group on Quality and Excellence in RTO Management – June, 16 th 2008 Steven Dhondt, Manager Operations (BU PZ)

Structure of presentation Answers to questions EARTO • How quality and excellence principles are applied in TNO? • TNO • Quality at TNO • Current concerns/projects in quality and excellence management. Future priorities. • Neglected aspects, other subjects? Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

TNO • TNO is a conglomerate of five major institutes: • TNO Quality of Life (1000 persons) • TNO Industry and Technology (1000 persons) • TNO Building and Environment (800) • TNO Defense (1500 persons) • TNO Information & Communication Technology (300 persons) • TNO Quality of Life • 4 directors (General, Market, Knowledge, Operations) • 6 business units: • Prevention and Healthcare • Biosciences • Work & Employment • Innovation Policy Group • Quality and Safety • Food and Biotechnology Innovation Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

TNO • TNO is governed by a Board • … and is itself a Quality-Label in the Dutch market (TNO = reliability) • … which is the reason that Quality Control is a central issue (operational excellence) • But we follow the quality of all of our main processes: • Knowledge production ------ Knowledge Position Audit (ADL-system) • Projects ------- ISO 9001 • Laboratories ------ different certificates • Clear division of responsibilities: Matrix Control Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

Quality Philosophy PREVENTION QC Sources Organisational processes QC Processes KPA IPMA BSC DETECTION QC Final results Zero defects? Collegial & Doing the right things, the first time supervisoral coaching Learning organisation Customer RACI - PDCA - Professional ability satisfaction Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

Quality Philosophy • Customer Satisfaction • Learning organisation: • Clear division of responsibilities (RACI) • PDCA • Professional ability of the researcher, project manager • ISO 9001 • The Past: regulate the details • The Present: “central issues” Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

The Quality of TNO Quality of Life • Subject area: human studies, genomics, pharmaceutics, social sciences, labor studies etc. • The TNO umbrella for TNO Qo. L • Audit process: DNV for ISO • RACI-model • Business Balanced Score Card • Customer satisfaction Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

Management system TNO Quality of Life Documents ISO 9001 Handbook Institute (+TNO) General TNO-procedures Institute procedures Management / Main issues/ Room for responsibility Administrated KAM ISO 17025 Q Q IPG W&E Q P&HC GLP BU’s Q Q FBI Q&S Steven Dhondt, Manager Operations (BU PZ) Institute SOP (Sop. Online) GCP Q BU-specific SOPs (Sop. Online, Q-mas BU) BSC TNO Quality of Life, June 16 th 2008

Current concerns • Day-to-day quality: four eyes principle / supervisoral control • Auditing: • 3 year cycle: preparations for 2009 • Yearly audit: topics selected by Board • Results • Customer satisfaction: 4 year cycle • Bureaucratic burden? (The Purple Crocodile) • Costs? • Organisational issues Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

Results • Positive audits, processes under control? • Satisfied customers? # Average score 2006 12 7, 3 2007 22 7, 3 2008 9 8, 0 • Mitigated results Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008

Neglected aspects of quality and excellence? • • Governmental control and TQM: which comes first? Innovation and TQM: containing creativity? Professionals and TQM: professional ability? Quality as a competitive advantage? Steven Dhondt, Manager Operations (BU PZ) TNO Quality of Life, June 16 th 2008