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EARTO Working Group on Quality and Excellence in RTO Management – June, 16 th 2008

Quality practices at TNO Quality of Life. EARTO Working Group on Quality and Excellence in RTO Management – June, 16 th 2008. Structure of presentation Answers to questions EARTO. How quality and excellence principles are applied in TNO? TNO Quality at TNO

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EARTO Working Group on Quality and Excellence in RTO Management – June, 16 th 2008

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

  2. Structure of presentationAnswers 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)

  3. 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)

  4. 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)

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

  6. 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)

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

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

  9. 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)

  10. Results • Positive audits, processes under control? • Satisfied customers? • Mitigated results Steven Dhondt, Manager Operations (BU PZ)

  11. 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)

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