Improving your business Operations

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Improving your business Operations

• Seán Conlan
• Tony Clarke
• Excellence Ireland
• 15th April 2002
• My Business Expo

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Overview

• Introduction to Excellence Ireland
• Quality today
• What is available
• The Q-Mark
• Supports
• Q A

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Foundations of Quality
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Excellence Ireland

• Not-for-profit, membership based
• Enabling organisations improve systematically
• Promoting underlying concepts

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Knowledge Transfer

• Recognition Frameworks
• The Q-Mark
• The Hygiene Mark
• Business Excellence
• Foundation Mark??
• Training Networks

Underpinned by Membership
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The Three Building Blocks

• Standards/Compliance
• Continuous improvement
• Breakthrough
• Comparative Impact on the business?

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Quality - Powerful Concept

• Integrates
• Conceptual models
• Rigorous methods
• Concepts of values/satisfaction/relationship
• all in the struggle for excellence
• Although built on shared values, it thrives on
  diversity

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Processes and their importance

• ..strands of activity that link the operation of
  an organisation to the requiremnents of its
  customers
• ..sequences and combinations of activities that
  deliver value to the customer
• ..sequences of activities performed on one or
  more inputs to deliver output to the customer of
  the process

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Process orientated operations

• Process perspective basis for improvement
• Maps what the business does
• Clarify with an image/picture
• Functional vs Process approach
• Eliminate divides
• What you do vs what you are
• Outputs to customer

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Challenges

• Only now becoming possible
• Reality triggers resistance mostly by
  functional owners
• Profound cultural change

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Summary

• Tools and methods exist
• Processes - Basis for all systematic approaches
  to improvement and benchmarking

the Q-Mark redeveloped
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The National Symbol of Quality
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Background

• 1982
• Score-based
• High consumer recognition (97 research 84
  brand recognition)
• New Q-Mark 2002 launched in March!

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Q-Mark as a Brand

• Business to consumer as well as business to
  business
• Strong Irish emphasis/orientation
• Recognised as the National Symbol of Quality by
  businesses/organisations and consumers

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The Q-Mark your operations

• Establishes systematic approaches to assuring
  quality service/product
• Develops a continuous improvement ethos (tools,
  employee involvement)
• Provides consumer recognition for improvement
  efforts (ASQ Article)
• Evaluates impact and effectiveness of systematic
  approach to quality have your operations
  improved?

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Features

• Score based framework which makes continuous
  improvement element more tangible
• Annual awards act as motivator for staff
• Interactive audit process

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More Features

• More practical and user friendly language making
  involvement and engagement of all levels more
  achievable
• Opportunity to use quality tools and techniques
  breakthrough innovation opportunities!

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The Q-Mark Framework

• 3 Practices

Motivated People
Excellent Business Systems Processes
Company Commitment
Result
Better Company
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Guidelines Structure

• Q-Mark Framework 4 Elements

Element
Sub-element
Requirement
Evidence Examples
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How Q-Mark is scored

• Process Definition
• Deployment
• Impact and Effectiveness

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Scoring

• Process Definition  
• Deployment   
• Impact and Effectiveness  

• Definition of approach
• Mainly looking for how process/procedure is
  tangibly defined
• Is what is written down happening that way
• Is the system a good one?
• Cos must prove this to auditors through results

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Harvesting The Fruit
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Excellence Ireland Supports

• Training/facilitation
• Membership of Excellence Ireland
• Best Practice Magazine
• Regional Network
• Knowledge Network
• National Quality Conference

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A unique Western Initiative

• Partnership Galway Chamber/Excellence Ireland
• Alignment of Strategies
• Vision of a major impact on the West

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Western Supports

• Galway tools training May 23rd 24th
• Promotional strategy being developed

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Great What do I do now?

• Visit the Excellence Ireland Stand!
• Become a member of Excellence Ireland to acquire
  guidelines and receive other benefits
• Satisfy requirements as per your business needs
  (this may involve training etc.)
• Complete Application document
• Achieve the Q-Mark
• Continually improve your operations

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QUESTIONS???