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Total Quality Management and Evaluation Prof. Dr. Reinhard Stockmann, Director of the Center for Evaluation С olloquium

Visiting Lectures at the Higher School of Economics (Moscow). Total Quality Management and Evaluation Prof. Dr. Reinhard Stockmann, Director of the Center for Evaluation С olloquium “Policy and program evaluation: methodology and application” , Moscow, 2 3 .11.06. Stockmann 11.06 2.

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Total Quality Management and Evaluation Prof. Dr. Reinhard Stockmann, Director of the Center for Evaluation С olloquium

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  1. Visiting Lectures at theHigher School of Economics (Moscow) Total Quality Management and Evaluation Prof. Dr. Reinhard Stockmann, Director of the Center for Evaluation Сolloquium “Policy and program evaluation: methodology and application”, Moscow, 23.11.06

  2. Stockmann 11.062 Content of the Presentation Evaluation Quality Management The European Quality Model EFQM Similiarities and Varieties between EFQM and Evaluation

  3. Stockmann 11.063 Everyday meaning • Everyday meaning: • Something is assessed by someone according to some criteria in some way. (Kromrey 2001: 106)

  4. Stockmann 11.064 Scientific meaning • Application of empirical (sociological) research methods for information gaining • systematical (comparative method) for information gaining • according to unfolded, intersubjectively verifiable criteria • to asses the use (worth) of an object (e.g. program) • to be able to make decisions

  5. Stockmann 11.06 5 Technical Definition of Quality High Quality = high technical power + high resistance + high durability + faultless function + no mistakes

  6. Stockmann 11.06 6 Definition of Quality: „Quality in the totalness of attributes concerning their ability to fulfill defined and preconditioned demands.“ (Norm DIN EN ISO 8402)

  7. Stockmann 11.067 Summary of Quality: It has to be considered, that the quality of a product or a service can not be generally appointed, but is measured by the assessment of use by the customer. This assessment can be done according to various criteria which again can be of very different importance according to the situative context, the cultural characteristics or the nature of the product itself.

  8. Stockmann 11.068 Tasks of Quality Management : • to determine the usability of a product/service, • to form and • constantly improve, • as well as to guarantee its flawlessness

  9. Management Quality management Quality management system Stockmann 11.069 Tasks of Quality Management Customer/client Quality planning Quality improvement Quality control Quality assurance

  10. Total Quality Management (TQM) • Principles: • client orientation • process orientation • continuous quality improvements • quality assurance • management Stockmann 11.0610 Quality Management Models • Series of Standards DIN EN ISO 9000-9004

  11. Potential factor (Enablers) 500 points Policy and strategy Leadership Employee oriented Resources Processes (8%) (9%) (9%) (10%) (14%) Results 500 points Employee satisfaction Client satisfaction Societal responsibility/Image Business results (6%) (15%) (9%) (20%) Stockmann 11.0611 The European Quality Model EFQM

  12. Advantages Disadvantages • depends on acceptance • complex and abstract • Parameters and emphasis baseless • Self assessment • closed QMS • focus on the target group (client) • comprises entire organization • parameters are influenceable • activates processes Stockmann 11.0612 Advantages and disadvantages of EFQM

  13. Goal is the improvement of quality • Both are of American origin • Instruments of modern, rational business management or policy • Problems of acceptance Stockmann 11.0613 Similarities between EFQM and Evaluation

  14. 1. economical science 1. social sciences Stockmann 11.0614 Varieties between EFQM and Evaluation EFQM Evaluation 2. public sector, NPO (hardly any competition) 2. private sector, especially industry sector (profit-oriented, competition) 3. comprehensive, complex system, including desicion power 3. no quality management system, no decision power 4. bottom up 4. top down 5. all employees involved with implementation 5. participatory, but during implementation employees partly excluded

  15. 8. specific 8. broad 9. amorphous target group (clients) 9. defined target group (clients) 10. internal 10. external Stockmann 11.0615 Varieties between EFQM and Evaluation II EFQM Evaluation 6. continuous 6. periodic 7. internal (self-assesment instrument) 7. internal and/or external 11. quantitative 11. qualitative and quantitative

  16. Visiting Lectures at theHigher School of Economics (Moscow) Thank you for your attention Prof. Dr. Reinhard Stockmann, CEval

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