Role of ICT in Quality Management Bassam Zaidan

Role of ICT in Quality Management Bassam Zaidan - QMSrs Copyright in this work is vested in QMS Resourcing Services Limited and the document is issued in confidence for the purpose for which it is supplied only. It must not be reproduced in whole or in part or used for tendering or manufacturing purposes except under an agreement or with the consent in writing from QMS Resourcing Services Ltd

Background n Quality Assurance, Versus Quality, Definition is is still vague n Holistic view is required, Plumber replacing Camels and Deer n All agree on the NEED for this “Quality THING” n Little is known how to apply this “Quality THING” n Who is the judge? And what is the measure of the level of achievement n Bench mark against INDUSTRY where n They have gone elearning n Established internal universities

Does it ring true?

The Perceptions n Quality is a function and is a “…Necessary Evil” n A restrictive, Bureaucratic, paper intensive, Policing function n Lack of interest and support by Management n Quality Roles are “Grave Yards”. . . many employees fall into n The Quality function is the first to go… and last to come in n “Same Manuals”, “Same Templates” “Different Establishment Name” approach for a QMS n Lack of Innovation in the Quality Field

Causes for this Perception? n Adversarial relationship between consultants, auditors and Management n Territory Invasion by Management Consultants and Management Tools n Lack of understanding of client’s needs n Lack of correction to client’s perceptions n Offering Straight Jackets n Certificate on Wall Culture n Cost escalation rather than reduction n No visible value Add n Little Innovation in the area of Quality through practitioners n Mix up between ERP and Quality Systems n Confusion. . . Mine Field of Standards and Buzz Words to be understood

The Choice n n n n ISO 9001 ISO 20001 ISO 27001 ISO 31000 ISO 18001 ISO 22222 ISO 22000 ISO 17025 ISO 14001 Six Sigma HACCP JCIA etc Which one of these things do I need and why? n Financial Management n Warehousing n HR n Procurement n PMI n Environment n Risk n Security n Service Management n Customer Satisfaction n Process Modelling And. . . . n TQM, IMS, IQMS, ITQMS. . . .

Which Standards? Management Area Quality Management Standard ISO 9001 Briefs Quality Management Systems are the glue that joins together the organisational processes to provide Management with the Control and assurance they require to give the peace of mind that their business is running efficiently and effectively with a consistency in product or service delivery Environmental Management ISO 14001 Environmental Management Systems are the systems and processes required to be in place to achieve an Environmentally Friendly Organisation as well as provide Management with the Control and assurance they require to ensure their policies and processes are adhered to. Information Security Management ISO 27001 Organisations rely very heavily on Data for their Information. Management need to be sure and confident that data is safe, secure and not subject to the many potential threats that could strike their data Service Management ISO 20001 Winning customers is hard enough. Keeping them is even harder. Service Levels play a vital role in keeping hard won customers by ensuring the service levels are consistently high and continually improving Risk Management ISO 31000 Unless organisations understand their Risks, there is no possibility of them mitigating them before they strike. A risk is much harder and more expensive to address after it strikes than to mitigate (Prevent) before striking. Risk Management is fundamental to the successful operation of a business Health and Safety ISO 18001 Employee welfare is pivotal to any organisation. Employee Health and Safety considerations are essential for legal and ethical compliance as well as business continuity. Financial Controllers Food Safety, Health and pharmaceutical safety ISO 22222 ISO 22000 ISO 17025 HACCP JCIA Distinguish yourself as an individual with being a certified ISO 22222 Controller These standards are an integral part of peace of mind and customer confidence where the line of business is in the safety critical areas such as food, health and Pharmaceutical sectors HACCP (Hazard Analysis and Critical Control Point) JCIA (Joint Commission International Accreditation)

It must be simplified…. . n Note that this is only a sample industrial standards per subject area n If this Quality is to work, n n It has to be “Simplified” It has to be relevant n n It has to be in a language that unifies n 8 It has to add value So…… QMSrs Confidential – Do Not Distribute

Imagine. . that you had…. . n Frame work for your business n Instant Access to information n Flowing Processes n Customisable Core Building blocks n Instant Reporting n Instant Communications n Performance Dashboard n Graphical Display of Performance Parameters 9 QMSrs Confidential – Do Not Distribute

Business Model Please note: this model is strictly confidential and should not be disclose to any third party

Instant Access

Continuous Improvement Process Flow

Customise and Go 14

Instant Reporting 15

Instant Communication 16

Assets. . ?

Performance Dashboard

Graphical Display

Company-Wide System International Organisation HQ Country 1 HQ Country 2 Branch 1 National Organisation Country 3 Branch 2 Branch 1 Branch 2 Div 1 Branch 3 Div 2 Single Location HQ Division 1 Division 2 Division 3

Summary n n Specialist face many challenges when working with Quality more so when the Middle Eastern Culture is involved and when applied to a service sector such as Education. Traditional approaches to Quality Management will only enforce the negative perceptions that have already been entrenched in the minds of many even at Senior Management Level. As Education in the Middle East is in its infancy and is continually developing, Quality is in its conception, it would be sad if the same perceptions do persist. They will persist unless and until drastic steps are taken to dispel the existing poor perceptions and avoid any in future that will undoubtedly surface.

Summary n n n The only way this will be guaranteed is with proper value adding Quality Management Systems are deployed. They will only add value if they are automated using ICT. The education of our nation is fundamental to our survival as a nation. The Quality of this education is of paramount to its appeal to the masses. Quality will only be delivered to add value if ICT is core to its approach. Our future is in Education. The future of Education is in its Quality. The Future of its Quality is in Automation.

That’s ICT That’s TQM That’s “Quality” Thank you for your patience ANY Questions?