Development of a simplified approach based on the EFQM model and Six Sigma for the implementation of TQM principles in a university administration

The total quality management (TQM) principles have been successfully applied to private companies over the years: the present challenge is to apply this approach proficiently also to the public administrations (PAs) in order to improve the efficiency of their processes. The complexity of the PAs' processes, the lack of experience in the field of process improvement and the reduced human resources usually dedicated to this task are responsible for the difficulty often encountered by the PAs in monitoring, analysing and improving their processes. This paper proposes a simplified model, developed in order to solve this problem, to bring the TQM principles into reality for a PA. The model is based both on the European Foundation for Quality Management auto-evaluation model and the Six Sigma approach and it is specifically designed for PA processes. The general idea is to define a simple but rigorous approach to evaluate and improve the health status of a single process without taking into account the whole organisation, which will allow the activation of effective improvement projects with reduced need of preventive training and resources. This model has been applied to a variety of administrative processes of the University of Firenze and a case study on Master courses management is reported.

[1]  J. Hackman,et al.  Total Quality Management: Empirical, Conceptual, and Practical Issues , 1995 .

[2]  Henrik Eriksson,et al.  Organisational performance improvement through quality award process participation , 2005 .

[3]  John S. Oakland,et al.  Tqm: Text with Cases , 2003 .

[4]  S. Sitkin,et al.  DISTINGUISHING CONTROL FROM LEARNING IN TOTAL QUALITY MANAGEMENT: A CONTINGENCY PERSPECTIVE , 1994 .

[5]  O. Bayazit,et al.  An analytical network process-based framework for successful total quality management (TQM): An assessment of Turkish manufacturing industry readiness , 2007 .

[6]  Fred Spiring,et al.  Introduction to Statistical Quality Control , 2007, Technometrics.

[7]  Dana M. Johnson,et al.  Service quality in higher education , 2009 .

[8]  Juan José Tarí,et al.  Self-assessment exercises: A comparison between a private sector organisation and higher education institutions , 2008 .

[9]  M Williams,et al.  Managing Quality , 2018 .

[10]  D. Longbottom,et al.  The need for education and training in the use of the EFQM model for quality management in UK higher education institutions , 2002 .

[11]  Adrian John Wilkinson,et al.  Managing with Total Quality Management , 1998 .

[12]  J. Dean,et al.  MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT , 1994 .

[13]  Nihal Jayamaha,et al.  A study of the validity of three major business excellence models in the Asia Pacific region , 2009 .

[14]  Adrian John Wilkinson,et al.  Quality management in services: is the public sector keeping pace? , 1995 .

[15]  Xianming Cai,et al.  The integration of DFSS, lean product development and lean knowledge management , 2009 .

[16]  Douglas C. Montgomery,et al.  Response Surface Methodology: Process and Product Optimization Using Designed Experiments , 1995 .

[17]  gianni. campatelli.  BUSINESS PROCESS ANALYSIS AND REENGINEERING OF ADMINISTRATIVE PROCESSES USING AXIOMATIC DESIGN : THEORY AND CASE STUDY FROM THE UNIVERSITY OF FIRENZE , .

[18]  John Garvin.  Managing with Total Quality Management ‐ Theory and Practice , 1998 .

[19]  Klaus Schwab,et al.  The Global Competitiveness Report 2009–2010 , 2009 .

[20]  Geoff Tennant,et al.  Six Sigma : SPC and TQM in Manufacturing and Services , 2001 .

[21]  Errol C. Caby,et al.  Six Sigma Producibility Analysis and Process Characterization , 1992 .

[22]  Gopal K. Kanji,et al.  Reality check of Six Sigma for Business Excellence , 2008 .

[23]  Birgitta Bergvall-Kåreborn,et al.  Creating social change in a municipality using a Total Quality Management approach , 2009 .

[24]  Paulo Sampaio,et al.  An analysis of ISO 9000 data in the world and the European Union , 2009 .

[25]  Gopal Kanji,et al.  Performance Measurement andBusiness Excellence: The Reinforcing Link for the Public Sector , 2007 .

[26]  Gianni Campatelli,et al.  AXIOMATIC DESIGN FOR SIX SIGMA , 2002 .