Ir Peter van Nederpelt EMEA Statistics Netherlands (CBS)

1. The Creation and Application of a New Quality Management ModelIntegration of the Code of Practice and EFQM in the Model Ir Peter van Nederpelt EMEA Statistics Netherlands (CBS)

2. Agenda • Introduction • Concepts of the model • Applications of the model

3. Peer Review Eurostat 2006 1 Introduction 2 Concepts 3 Applications • “Statistics Netherlands could benefit from a framework for improved quality management in a broad sense.” • Trigger to search for a quality management model

4. Assessment of Existing Models 1 Introduction 2 Concepts 3 Applications • EFQM Excellence Model • ISO 9001 • The Balanced Score Card • COSO Enterprise Risk Management • Disadvantages • Missing or less relevant areas (coverage) • Rough or no delineations of areas • No explanation why rules should be met • Poor structure: no risk analyses f.e. • Administrative burden, need for consultants, hard to maintain

5. Creation of a New Model 1 Introduction 2 Concepts 3 Applications • Decision to create a new model • Requirements • None of the disadvantages of the existing models • Compatible with the Code of Practice (CoP) and the EFQM Excellence Model

6. Concepts of the New Model 1 Introduction 2 Concepts 3 Applications • Objects inside and outside the organization • Each object has set of characteristics • Quality area is a combination of an object and a characteristic • Steps within each quality area ending with an action plan • Examples….

7. Objects 1 Introduction 2 Concepts 3 Applications

8. Characteristics 1 Introduction 2 Concepts 3 Applications

9. Characteristics 1 Introduction 2 Concepts 3 Applications

10. Quality area = characteristic + object 1 Introduction 2 Concepts 3 Applications

11. Steps within each Quality Area“Competence of staff” 1 Introduction 2 Concepts 3 Applications Human Resources Department Degree to which staff is able to fullfill tasks • Definition • Ownership • Requirements • Risk analysis • A) Causes of problems B) Effects of problems • Indicators • Measures Causes: Backlog in training Possible effects: Issues in output quality Staff are well trained Number of participants / year Implemented: Training program Action plan: Stimulation to participate

12. Key Features of the New Model 1 Introduction 2 Concepts 3 Applications • Low costs of implementation and maintenance • Action plan based on analysis • Management can report in a transparent manner to what degree they are in control of the selected quality areas • Model description available on the Internet

13. 1 Introduction 2 Concepts 3 Applications

14. Applications of the New Model 1 Introduction 2 Concepts 3 Applications • SN Quality Assurance of all statistical processes (implemented) • SN ‘Checklist’ on Quality of Statistical Output (published) • SN Risk Management (implemented) • SN Quality Framework (in progress) • All principles and indicators of the CoP in the framework as requirements • Scope of the framework broader that the CoP • Quality areas mapped on the 9 EFQM Criteria

15. 1 Introduction 2 Concepts 3 Applications

16. Thank you for your attention! • Questions?

17. The Creation and Application of a New Quality Management Model Statistics: Investement in the Future 2 14-15 September 2009 Prague Ir Peter van Nederpelt EMEA Statistics Netherlands (CBS) pndt@cbs.nl