Arenguuuringud Loeng 7' Organisatsiooni areng

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Arengu-uuringudLoeng 7. Organisatsiooni areng

• Mati Heidmets
• 2008 sügissemester

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Vaatepunktid organisatsiooni arengule

• Inimestevahelise seose iseloom nominaalne grupp
  tüpoloogiline grupp assotsiatsioon
  organisatsioon.
• Organisatsioon eesmärgistatud tegevusega,
  formaliseeritud suhetega, piiritletud
  inimkooslus. Impersonaalne sotsiaalne struktuur
  (vrdl perekond ja linnavalitsus). Näited firma,
  ülikool, ministeerium, sihtasutus
• Igaüks kuulub X organisatsiooni, globaalne
  organisatsioonide võrgustik
• Kas organisatsioon areneb?
• Kas eesmärgini saab jõuda tulemuslikumalt,
  efektiivsemalt, väiksema aja ja energiakuluga?
  Kas tulemus võib olla parem või kehvem? Kas
  tulemuseni jõudmiseks vaja 10 või 100 inimest?
  Sellised küsimused alles 20 saj esimesel
  poolel.
• Organisatsiooni hinnangu- ja arengudimensioonid
  efektiivsus, ressursisäästlikkus, inimkesksus,
  tulemuse kvaliteet
• Organisatsiooni arendamise (vastuolulised)
  vaatepunktid omaniku perspektiiv, juhi
  positsioon, töötaja vaatepunkt, ühiskonnaliikme
  arusaam
• Meie kuidas mõeldakse organisatsiooni arengust,
  kaks vaatepunkti põhjalikumalt

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Ajalugu

• Esmane organisatsiooni arengukäsitlus
  probleemilahendamine. Areng murede
  järkjärguline ületamine.
• Kurt Lewin played a key role in the evolution of
  organization development as it is known today. As
  early as World War II, Lewin experimented with a
  collaborative change process (involving himself
  as consultant and a client group) based on a
  three-step process of planning, taking action,
  and measuring results. He first coined the term
  action research in about 1944.
• Organisatsiooni enesereflektsioon ja
  eneseparandus vormiks tegevusuuring/action
  research
• Action research is a reflective process of
  progressive problem solving led by individuals
  working with others in teams or as part of a
  "community of practice" to improve the way they
  address issues and solve problems. Action
  research can also be undertaken by larger
  organizations or institutions, assisted or guided
  by professional researchers, with the aim of
  improving their strategies, practices, and
  knowledge of the environments within which they
  practice.

4
Eneseparanduse kolm sammu teadvustamine, muutus,
juurdumine

• Organisatsioon muutub, muutustes osalemine
  tähendab motiveeritust. Ühine mõttetöö tegevus
  tulemuste hindamine!
• Concerned with social change and, more
  particularly, with effective, permanent social
  change, Lewin believed that the motivation to
  change was strongly related to action If people
  are active in decisions affecting them, they are
  more likely to adopt new ways. "Rational social
  management", he said, "proceeds in a spiral of
  steps, each of which is composed of a circle of
  planning, action, and fact-finding about the
  result of action". Lewin's description of the
  process of change involves three steps
• Unfreezing Faced with a dilemma or
  disconfirmation, the individual or group becomes
  aware of a need to change.
• Changing The situation is diagnosed and new
  models of behavior are explored and tested.
• Refreezing Application of new behavior is
  evaluated, and if reinforcing, adopted
• Oluline kolme sammu ei tee juht üksi, vaid
  organisatsiooni liikmed ühiselt. Selle mõtteviisi
  jätk strateegiline arengukavandamine,
  tagasisidestatud juhtimine
• Teadvustamine, muutus, juurutamine rakendusliku
  MA loogika!

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Action research

• .

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Täna

• Tänaseks - palju vaateid organisatsioonile, palju
  hindamisskeeme ja arengudimensioone
• Näited strateegiline planeerimine (strategic
  planning), teadmusjuhtimine (knowledge
  management), muutuste juhtimine (change
  management), organisatsiooniline õppimine
  (organizational learning), liidrikujundus
  (leadership development), kvaliteedijuhtimine
  (quality management), inimsuhete analüüs (human
  relations movement), töödemokraatia (workplace
  democracy), organisatsioonikultuur
  (organizational culture)
• Kirjuks ka organisatsiooni (arengu?)
  hindamiskriteeriumid ja vaatepunktid
  kasumlikkus, konkurentsivõime, töötajate
  rahulolu, organisatsioonile pühendumine, tegevuse
  kvaliteet, sotsiaalne vastutus
• Pole ÜRO globaalset organisatsiooniarengu
  indeksit, liikumine selles suunas aga olemas
• Meie kaks vaatepunkti põhjalikumalt
  organisatsiooni sotsiaalne vastutus,
  organisatsiooni kvaliteet ja kvaliteedikindlustus
  . Põhjus Eestis mitte liiga levinud
  vaatepunktid, samas maailmas kasvava tähendusega
• Mõlema puhul määratlused (mis see on),
  standardid/kriteeriumid hindamiseks, mõõtmine ja
  andmebaasid, kriitika

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Organisatsiooni sotsiaalne vastutus

• Mõtteviis organisatsioon mitte ainult oma
  eesmärke ja sisemisi huvisid. Organisatsiooni
  mõju laiem tööandja, keskkonnakasutaja,
  kuvandilooja. Siit laiem vastutus. Firmade
  vastutus kogukonna eest (globaalse korporatsiooni
  pankroti tähendus?!), ülikoolide sotsiaalne roll
  
• Tõsisemalt päevakorrale alates 1980datest. Kasumi
  kõrvale vastutus.
• Corporate social responsibility (CSR, also called
  corporate responsibility, corporate citizenship,
  responsible business and corporate social
  opportunity is a concept whereby organizations
  consider the interests of society by taking
  responsibility for the impact of their activities
  on customers, suppliers, employees, shareholders,
  communities and other stakeholders, as well as
  the environment. This obligation is seen to
  extend beyond the statutory obligation to comply
  with legislation and sees organizations
  voluntarily taking further steps to improve the
  quality of life for employees and their families
  as well as for the local community and society at
  large.

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Mis ja miks Klaus Schwab (Executive Chair of
the World Economic Forum)

• Mis on CSR sisu vastutustundlik juhtimine,
  turvaline töökeskkond, kogukonna huvid,
  keskkonnasõbralikkus, filantroopia
• Compared to just a decade ago, it is now common
  for business-people to talk about social
  responsibility and the importance of being good
  corporate citizens. Many business leaders today
  consider it critical to engage with shareholders,
  the communities in which their companies operate,
  and others affected by and interested in what
  they do. The diverse activities needed to respond
  to these expanded duties are widely referred to
  by the catchall phrase "corporate social
  responsibility." It incorporates a host of
  concepts and practices, including the necessity
  for adequate corporate governance structures, the
  implementation of workplace safety standards, the
  adoption of environmentally sustainable
  procedures, and philanthropy.
• Miks firmad tugevamaks kui riigivõim. Riik
  lokaalne, äri globaalne.
• As state power has shrunk, the sphere of
  influence of business has widened. Companies get
  involved in the health of workers, the education
  of employees and their children, and the pensions
  that sustain them in retirement. Corporations
  have an impact on everything from air quality to
  the availability of life-saving drugs. They have
  become integral to the survival of governments
  and the political stability of nations and
  regions.
• Kas CSR vaid suurte korporatsioonide teema?

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Kuidas Klaus Schwab

• Five core concepts--corporate governance,
  corporate philanthropy, corporate social
  responsibility, corporate social
  entrepreneurship, and global corporate
  citizenship--define the different types of
  business engagement.
• Juhtimine.
• Corporate governance is more than the way in
  which a company is run. It means that a company
  complies with local and international laws,
  transparency and accountability requirements,
  ethical norms, and environmental and social codes
  of conduct. More than 3,000 companies in about
  120 countries have signed on to the UN Global
  Compact, a framework of ten core principles to
  guide business behavior in areas such as human
  rights, the environment, labor practices, and
  corruption.
• Vastutus.
• Corporate social responsibility - this involves
  how a corporation responds to the expectations of
  its stakeholders--the wide community of all the
  organizations and individuals that are in any way
  affected by or interested in its actions
  shareholders, owners, investors, employees,
  suppliers, clients, consumers--while trying to
  increase the company's value. Corporate social
  responsibility means addressing the wider
  financial, environmental, and social impact of
  all that a company does. It entails minimizing
  the negative effects of the actions of a company
  and maximizing the positive ones on stakeholders
  as well as on the communities in which the
  enterprise operates and the governments with
  which it must work.
• Heategevus.
• Corporate philanthropy was traditionally the
  preferred way for corporations to give back to
  society. Today, business leaders recognize that
  companies can make more efficient contributions
  through active engagement.

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Kuidas Klaus Schwab

• Sotsiaalne ettevõtlus
• Corporate social entrepreneurship is strictly
  defined as the transformation of socially and
  environmentally responsible ideas into products
  or services. The last decade has seen many
  individuals come up with innovative ideas to
  address the specific social and environmental
  needs of the communities in which they are
  living. The role model of these social
  entrepreneurs, Muhammad Yunus, the inventor of
  microcredit, received the Nobel Peace Prize in
  2006.
• Globaalne perspektiiv
• Global corporate citizenship goes beyond the
  concepts of corporate philanthropy, including
  social investing corporate social
  responsibility and corporate social
  entrepreneurship in that it entails focusing on
  "the global space," which is increasingly shaped
  by forces beyond the control of nation-states.
  Global corporations have not only a license to
  operate in this arena but also a civic duty to
  contribute to sustaining the world's well-being
  in cooperation with governments and civil
  society. Global corporate citizenship means
  engagement at the macro level on issues of
  importance to the world it contributes to
  enhancing the sustainability of the global
  marketplace.

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Suurimad annetajad

• Warren Buffett 30.7 billion - healthcare,
  extreme poverty, education, access to information
  technology
• Bill Gates 29 billion - Education,
  AIDS-prevention
• Li Ka-shing 10 billion - Education,
  healthcare
• George Soros 6 billion - Democratic
  governance, anti-fascist publications, human
  rights, economic, legal, and social reform
• Howard Hughes 1.56 billion - Medcine

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Miks sotsiaalne vastutus?

• Teadlikkus, prosotsiaalsus, altruism või kaine
  ärikaalutlus?
• Kasvav ärivõimu kriitika maailmas. Lisaks
  antiglobalistidele ka skeptilised arvamusliidrid
• Näit U.Beck ja riskiühiskond. Individualiseerumin
  e võimas tehnoloogia varjatud ohud.
  Korporatsioonide huvides tegutsevate ekspertide
  diktatuur
• Näit tarbijasurve - eetilise tarbimise
  liikumine
• Avatud maailmas saanud avalik arvamus karmiks
  jõuks!

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Tarbijasurve CSR-le

• Eetiline tarbimine.
• Ethical consumerism is buying products and
  services that are made ethically. This may mean
  with minimal harm to or exploitation of humans,
  animals and/or the natural environment. Ethical
  consumerism is practiced through 'positive
  buying' in that ethical products are favoured, or
  'moral boycott', that is negative purchasing and
  company-based purchasing.
• The rise in ethical consumerism and green brands
  that identify themselves as ethical, has led to a
  rise in ethic-based decisions in the mass market,
  enabled by increased understanding and
  information about businesses practices. The term
  ethical consumerism may refer to the wider
  movement within marketing, which means that large
  corporations wish to be seen as working ethically
  and improving the ethical standards of their
  industry
• Some argue that "Shopping is more important than
  voting", and that the disposition of money is the
  most basic role we play in any system of
  economics. Some theorists believe that it is the
  clearest way that we express our actual moral
  choices, i.e., if we say we care about something
  but continue to buy from parties that have a high
  probability of risk of harm or destruction of
  that thing, we don't really care about it, we are
  practicing a form of simple hypocrisy.
• Selektiivse tarbimise tagasimõju
  korporatsioonidele - ühiskonnasurve toodab
  vastutustunnet!

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Social Accountability International

• Initsiatiivid organiseeruvad. Tööpaiga
  inimõiguste standard!
• Social Accountability International (SAI) is a
  global standard-setting non-profit human rights
  organization dedicated to improving workplaces
  and communities. SAI provides capacity-building
  services for the implementation of its SA8000
  standard. As of March 31, 2008, 872,052 workers
  in 64 countries and 61 industrial sectors were
  employed at 1,693 factories, stores and farms
  certified to SA8000. SAI has programs in Europe,
  China, Vietnam, Central America, Turkey, and
  others.
• Vt http//www.sa-intl.org/
• SAI began in 1997 when Alice Tepper Marlin
  established it. In 1998, SAI convened a
  multi-stakeholder Advisory Board to develop
  SA8000, a global standard for human rights at
  work. In 1998, first organizations were
  accredited to audit for SA8000 compliance today
  SAI contracts with Social Accountability
  Accreditation Services (SAAS) for licencing and
  oversight of auditing organisations to certify
  copliance with SA8000. In 2001, SAI worked with
  Transparency International (TI) to issue
  "Business Principles for Countering Bribery" for
  public consultation.

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SA8000 Elements

• Child Labor No workers under the age of 15
  minimum lowered to 14 for countries operating
  under the ILO Convention 138 developing-country
  exception remediation of any child found to be
  working
• Forced Labor No forced labor, including prison
  or debt bondage labor no lodging of deposits or
  identity papers by employers or outside
  recruiters
• Health and Safety Provide a safe and healthy
  work environment take steps to prevent injuries
  regular health and safety worker training system
  to detect threats to health and safety access to
  bathrooms and potable water
• Freedom of Association and Right to Collective
  Bargaining Respect the right to form and join
  trade unions and bargain collectively where law
  prohibits these freedoms, facilitate parallel
  means of association and bargaining
• Discrimination No discrimination based on race,
  caste, origin, religion, disability, gender,
  sexual orientation, union or political
  affiliation, or age no sexual harassment
• Discipline No corporal punishment, mental or
  physical coercion or verbal abuse
• Working Hours Comply with the applicable law
  but, in any event, no more than 48 hours per week
  with at least one day off for every seven day
  period voluntary overtime paid at a premium rate
  and not to exceed 12 hours per week on a regular
  basis overtime may be mandatory if part of a
  collective bargaining agreement
• Compensation Wages paid for a standard work week
  must meet the legal and industry standards and be
  sufficient to meet the basic need of workers and
  their families no disciplinary deductions
• Management Systems Facilities seeking to gain
  and maintain certification must go beyond simple
  compliance to integrate the standard into their
  management systems and practices.

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Sekkujad AccountAbility

• AccountAbility was established in London, United
  Kingdom in 1996 with the stated aim to develop
  new tools, thinking and connections that enable
  individuals, institutions and alliances to
  respond better to global challenges
• Vt http//www.accountability21.net/
• AccountAbility's work is closely related but not
  limited to the Corporate Social Responsibility
  (CSR) field. The organisation is often labelled
  as a global think-tank, and has undertaken work
  in the areas of Responsible Competitiveness,
  Partnership Effectiveness, Collaborative
  Governance and Sustainability Assurance and
  Reporting.
• AccountAbilitys members include businesses, NGOs
  and research bodies, who elect the international,
  multi-stakeholder Council, with representatives
  from Africa, Asia, Europe and the Americas,
  spanning the business, non-profit, consultancies
  and academia sectors.
• AccountAbilitys Chief Executive, Simon Zadek is
  also a Senior Fellow at the John F. Kennedy
  School of Government at Harvard University, and
  is a member of the Clinton-Dalberg Task Force
  programme effectiveness in leveraging private
  enterprise for development. In 2003, he was named
  the World Economic Forums Global Leaders for
  Tomorrow.'

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AA võimu tsiviliseerimine

• Accountability is about holding those with power
  to account. We believe that this  civilizing of
  power is critical to reconciling conflict and
  mobilising action, to address global challenges,
  from climate change to poverty and from HIV/AIDs
  to the needs of an aging population.
• We are an international not-for-profit
  organisation  working with partners in business,
  the public sector and civil society. We bring
  together people working in apparently diverse
  fields to learn from each other about
  accountability experiences and innovations and
  to understand and disseminate global best
  practice.
• Our role is to act as an innovation hub,
  developing and promoting new tools and  systems
  which enable people to hold to account those
  individuals and institutions whose decisions and
  actions affect their lives.  At the core of our
  work is the AA1000 Series of Standards.
• AccountAbility's standards, the AA1000 Series,
  are principles-based standards that provide the
  basis for improving the sustainability
  performance of organisations. They are applicable
  to organisations in any sector, including the
  public sector and civil society, of any size and
  in any region.

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Järjestus

• AA1000 is promoted as a standard for the
  measuring and reporting of ethical behaviour in
  business. It provides a framework that
  organisations can use to understand and improve
  their ethical performance, and a means for others
  to judge the validity of claims to be ethical
• AccountAbility and Csrnetwork have launched the
  fifth Accountability Rating published annually
  in Fortune International.
• The top ten companies in 2006 Rating are
• Vodafone
• General Electric
• HSBC
• France Telecom
• HBOS
• Nokia
• EDF
• Suez
• BP
• Royal Dutch/Shell

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Sotsiaalse vastutuse dilemmad

• Sotsiaalne vastutus organisatsiooni keskne
  hindamisdimensioon. Arenenud firma
  vastutustundlik firma.
• Lähtepunkt ühiskonna positiivne hoiak
• Vastuolud kasum vs laimead huvid, töötajate
  rahulolu vs ühiskonna positiivne hoiak?
• Eetilised ja ebaeetilised tegevusvaldkonnad -
  vaibakudumine, karusnahad, kaevandus
• Korporatsioonide globaalne vastutus reaktsioon
  ühiskonna halvakspanule. Avatus kui mehhanism ja
  usaldus kui kapital. Ühiskonna ja äri debatt!

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Kvaliteet kui arengudimensioon

• Kvaliteet - palju määratlusi klassikirjeldus
  (kvaliteetvein), väljapaistvus (parim auto),
  veatu toodang, hinnang ja võrdlus (elukvaliteet),
  süsteemne eneseparandus (kvaliteedikindlustus),
  vastandumist kvantiteedile (kvalitatiivne uuring)
  
• Organisatsiooni kontekstis kvaliteet tõsise
  tähelepanu alla viimased 20-30 aastat
• Kaks aspekti produkti/ toodangu kvaliteet,
  organisatsiooni juhtimise, töökorralduse
  kvaliteet
• Kvaliteet väärtustatud dimensioon. Liikumine
  kvaliteedi suunas positiivne! Kvaliteet see,
  mida kvaliteedi puhul mõõdetakse!
• Järgnev kvaliteediteema (äri)organisatsioonis ja
  kvaliteet elus (elukvaliteet)

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Kvaliteet ärimaailmas - TQM

• Palju kvaliteediliikumisi, lähenemisi ja
  mõõtmisviise!
• TQM kvaliteedi teadvustamine
• Total Quality Management (TQM) is a business
  management strategy aimed at embedding awareness
  of quality in all organizational processes. TQM
  has been widely used in manufacturing, education,
  call centers, government, and service industries,
  as well as NASA space and science programs.
• One theory is that Total Quality Management was
  created as an misinterpretation from Japanese to
  English since no difference exist between the
  words "control" and "management" in Japanese.
  TQM was first mentioned by Koji Kobayashi at
  (Nippon Electrical Company) in his speech when he
  received the Deming Prize in 1974.

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TQM

• Kõik toimingud nähtavaks, korratavaks,
  mõõdetavaks, igaüks teeb oma asja parimal viisil,
  toimingud peavad olema ilusad! Vigadeta töö!
• In Japan, TQM comprises four process steps,
  namely
• Kaizen Focuses on "Continuous Process
  Improvement", to make processes visible,
  repeatable and measurable.
• Atarimae Hinshitsu The idea that "things will
  work as they are supposed to" (for example, a pen
  will write).
• Kansei Examinating the way the user applies the
  product leads to improvement in the product
  itself.
• Miryokuteki Hinshitsu The idea that "things
  should have an aesthetic quality" (for example, a
  pen will write in a way that is pleasing to the
  writer)
• TQM requires that the company maintain this
  quality standard in all aspects of its business.
• This requires ensuring that things are done right
  the first time and that defects and waste are
  eliminated from operations.

23
Kvaliteedistandardid ja kvaliteedimõõtmine

• The International Organization for
  Standardization (Organisation internationale de
  normalisation), widely known as ISO is an
  international-standard-setting body composed of
  representatives from various national standards
  organizations. Founded on 23 February 1947, the
  organization promulgates worldwide proprietary
  industrial and commercial standards. It is
  headquartered in Geneva.
• While ISO defines itself as a non-governmental
  organization, its ability to set standards that
  often become law, either through treaties or
  national standards, makes it more powerful than
  most non-governmental organizations. In practice,
  ISO acts as a consortium with strong links to
  governments.
• ISO's main products are the International
  Standards. ISO also publishes Technical Reports,
  Technical Specifications, Publicly Available
  Specifications, Technical Corrigenda, and Guides.

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ISO liikmesmaad    (members, correspondent
members, subscriber members)      

• .

25
ISO kvaliteedistandardid organisatsioonile
(juhtimisele)

• ISO 9000 is a family of standards for quality
  management systems. ISO 9000 is maintained by
  ISO, the International Organization for
  Standardization and is administered by
  accreditation and certification bodies. Some of
  the requirements in ISO 9001 (which is one of the
  standards in the ISO 9000 family) include
• Reflektsioon a set of procedures that cover all
  key processes in the business
• Monitooring monitoring processes to ensure they
  are effective
• Dokumenteerimine keeping adequate records
• Reageerimine defektidele checking output for
  defects, with appropriate and corrective action
  where necessary
• Tagasiside regularly reviewing individual
  processes and the quality system itself for
  effectiveness and
• Püsiv eneseparandus facilitating continual
  improvement
• A company or organization that has been
  independently audited and certified to be in
  conformance with ISO 9001 may publicly state that
  it is "ISO 9001 certified" or "ISO 9001
  registered". Certification to an ISO 9000
  standard does not guarantee any quality of end
  products and services rather, it certifies that
  formalized business processes are being applied.
  Indeed, some companies enter the ISO 9001
  certification as a marketing tool.
• Although the standards originated in
  manufacturing, they are now employed across
  several types of organization.
• Individuaalne õppetöö ISO 9000 põhimõtete
  kohaselt!

26
Six Sigma

• Six Sigma is a business management strategy,
  originally developed by Motorola, that today
  enjoys widespread application in many sectors of
  industry.
• Six Sigma seeks to identify and remove the causes
  of defects and errors in manufacturing and
  business processes. It uses a set of quality
  management methods, including statistical
  methods, and creates a special infrastructure of
  people within the organization ("Black Belts"
  etc.) who are experts in these methods.
• The term "six sigma process" comes from the
  notion that if one has six standard deviations
  between the mean of a process and the nearest
  specification limit, there will be practically no
  items that fail to meet the specifications. This
  is based on the calculation method employed in a
  process capability study.
• In a capability study, the number of standard
  deviations between the process mean and the
  nearest specification limit is given in sigma
  units. As process standard deviation goes up, or
  the mean of the process moves away from the
  center of the tolerance, fewer standard
  deviations will fit between the mean and the
  nearest specification limit, decreasing the sigma
  number.
• Six Sigma 3.4 DPMO 99.9997 efficiency

27
Six Sigma näide DMADV

• Tegevuse dekonstruktsioon!
• DMADV is used to create new product or process
  designs.
• The basic methodology consists of the following
  five steps
• Define design goals that are consistent with
  customer demands and the enterprise strategy.
• Measure and identify CTQs (characteristics that
  are Critical To Quality), product capabilities,
  production process capability, and risks.
• Analyze to develop and design alternatives,
  create a high-level design and evaluate design
  capability to select the best design.
• Design details, optimize the design, and plan for
  design verification. This phase may require
  simulations.
• Verify the design, set up pilot runs, implement
  the production process and hand it over to the
  process owners.
• DMADV is also known as DFSS, an abbreviation of
  "Design For Six Sigma".

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Six Sigma kvaliteedikindlustuse
professionaliseerumine

• One of the key innovations of Six Sigma is the
  professionalizing of quality management
  functions.
• Six Sigma identifies several key roles for its
  successful implementation.
• Executive Leadership includes the CEO and other
  members of top management. They are responsible
  for setting up a vision for Six Sigma
  implementation. They also empower the other role
  holders with the freedom and resources to explore
  new ideas for breakthrough improvements.
• Champions are responsible for Six Sigma
  implementation across the organization in an
  integrated manner. The Executive Leadership draws
  them from upper management. Champions also act as
  mentors to Black Belts.
• Master Black Belts, identified by champions, act
  as in-house coaches on Six Sigma. They devote
  100 of their time to Six Sigma. They assist
  champions and guide Black Belts and Green Belts.
  Apart from statistical tasks, their time is spent
  on ensuring consistent application of Six Sigma
  across various functions and departments.
• Black Belts operate under Master Black Belts to
  apply Six Sigma methodology to specific projects.
  They devote 100 of their time to Six Sigma. They
  primarily focus on Six Sigma project execution,
  whereas Champions and Master Black Belts focus on
  identifying projects/functions for Six Sigma.
• Green Belts are the employees who take up Six
  Sigma implementation along with their other job
  responsibilities. They operate under the guidance
  of Black Belts

29
Haridus ja kvaliteet

• Tõsiseks teemaks 1990datel. Areng järgib sama
  loogikat, kuidas kvaliteediparadigma jõudis
  äriorganisatsioonidesse
• Arenguetapid rahulolematus (massiharidus),
  väline kontroll (akrediteerimine), ühised
  standardid (standards and guidelines),
  rahvusvaheline kontroll ja pingeread (agentuur),
  sisemised mehhanismid (eneseparandus),
  kvaliteedikultuur (sisemine norm)
• Analoog tsiviliseerumisega normi
  internaliseerumine. Kui kaugele erinevad
  eluvaldkonnad (äri, meditsiin, haridus,
  riigikaitse) on (kvaliteedi) arengus jõudnud?

30
Elukvaliteet

• Teemaks 1970datel, koos heaoluühiskonnaga.
  Väärtuspilt eemale ellujäämisvajadustest,
  päevakorrale vaba aeg, eneserealisatsioon, hea
  elu, elu mõte
• Väliste näitajate (sissetulek, eluiga,
  elamistingimused) kõrvale subjektiivne pilt ja
  hinnang toimuvale
• Elukvaliteet kui loend nn hea elu tunnustest või
  kui ootuste ja võimaluste suhe? Välispilk ja
  sisemine hinnang.
• Vangi, miljardäri ja kindrali elu kvaliteet!?

31
Mercer linnaelu kvaliteet

• Mercer
• is the global leader for trusted HR and related
  financial advice, products and services. In our
  work with clients, we make a positive impact on
  the world every day. We do this by enhancing the
  financial and retirement security, health,
  productivity and employment relationships of the
  global workforce. 
• Mercer has more than 18,000 employees serving
  clients in over 180 cities and 40 countries and
  territories worldwide.
• http//www.mercer.com/referencecontent.htm?idConte
  nt1128060top50all
• Välised tunnused!
• What makes one person's quality of life better or
  worse cannot be quantified in an objective index.
  Therefore, Mercer's Quality of Living report
  reflects only the tangible aspects of living in a
  city on expatriate assignments, and leaves the
  question of the quality of one's life to those
  living it!

32
Mercer 39 key quality of living determinants,
grouped in the 10 categories

• Political and social environment (political
  stability, crime, law enforcement, etc)
• Economic environment (currency exchange
  regulations, banking services, etc)
• Socio-cultural environment (censorship,
  limitations on personal freedom, etc)
• Health and sanitation (medical supplies and
  services, infectious diseases, sewage, waste
  disposal, air pollution, etc)
• Schools and education (standard and availability
  of international schools, etc)
• Public services and transportation (electricity,
  water, public transport, traffic congestion, etc)
• Recreation (restaurants, theatres, cinemas,
  sports and leisure, etc)
• Consumer goods (availability of food/daily
  consumption items, cars, etc)
• Housing (housing, household appliances,
  furniture, maintenance services, etc)

33
 worldwide Quality of Living Survey Mercer Human
Resource Consulting 2007 Top 50 Base City New
York, USA (100)

•    Rank 2007  Rank 2006 
• 1 ZURICH Switzerland  108.1  108.22
• 2 GENEVA Switzerland  108.0  108.13
• 3 VANCOUVER Canada  107.7  107.73 
• 4 VIENNA Austria  107.7  107.55 
• 5 AUCKLAND New Zealand  107.3  107.35
• 6 DUSSELDORF Germany  107.3  107.27 
• 7 FRANKFURT Germany  107.1  107.08 
• 8 MUNICH Germany 106.9  106.89
• 9 BERN Switzerland  106.5  106.59 
• 9 SYDNEY Australia  106.5  106.511 
• 11 COPENHAGEN Denmark  106.2  106.212 
• 12 WELLINGTON New Zealand 105.8  105.813 
• 13 AMSTERDAM Netherlands  105.7  105.714
• 14 BRUSSELS Belgium  105.6  105.615 
• 15 TORONTO Canada  105.4  105.416
• 16 BERLIN Germany  105.2  105.117 
• 17 MELBOURNE Australia  105.0  105.018 
• 18 LUXEMBOURG Luxembourg 104.8  104.818

• 27 HONOLULU, HI USA  103.3  103.329 
• 28 SAN FRANCISCO, CA USA  103.2  103.230 
• 29 ADELAIDE Australia  103.1  103.1
• 30 29 HELSINKI Finland  103.1  103.132
  31 OSLO Norway  103.5  102.827  
• 31 BRISBANE Australia  102.8  102.833 
• 33 PARIS France  102.7  102.734 
• 34 SINGAPORE Singapore  102.5  102.535 
• 35 TOKYO Japan  102.3  102.336
• 37 LYON France  101.9  101.636 
• 36 BOSTON, MA United States  101.9  101.938 
• 37 YOKOHAMA Japan  101.7  101.639 
• 39 LONDON United Kingdom  101.2  101.240
• 40 KOBE Japan  101.0  101.041 
• 44 BARCELONA Spain  100.6  100.242 
• 45 MADRID Spain  100.5  100.142 
• 51 OSAKA Japan  100.5  99.644 
• 41 WASHINGTON, DC United States  100.4 
  100.444 
• 41 CHICAGO, IL United States 100.4  100.446 

34
The Economist Intelligence Unit globaalne
elukvaliteet

• Subjektiivne objektiivne pilt!
• The Economist Intelligence Units quality of life
  index is based on a unique methodology that links
  the results of subjective life-satisfaction
  surveys to the objective determinants of quality
  of life across countries. The index was
  calculated in 2005 and includes data from 111
  countries and territories
• Elukvaliteedi näitajad
• The survey uses nine quality of life factors to
  determine a nation's score. They are listed below
  including the indicators used to represent these
  factors
• Health Life expectancy at birth (in years.)
  Source US Census Bureau
• Family life Divorce rate (per 1,000 population),
  converted into index of 1 (lowest divorce rates)
  to 5 (highest). Sources UN Euromonitor

35
The Economist Intelligence Unit Quality of life
index

• Community life Dummy variable taking value 1 if
  country has either high rate of church attendance
  or trade-union membership zero otherwise.
  Source World Values Survey
• Material well being GDP per person, at PPP in .
  Source Economist Intelligence Unit
• Political stability and security Political
  stability and security ratings. Source Economist
  Intelligence Unit
• Climate and geography Latitude, to distinguish
  between warmer and colder climes. Source CIA
  World Factbook
• Job security Unemployment rate (.) Source
  Economist Intelligence Unit
• Political freedom Average of indexes of
  political and civil liberties. Scale of 1
  (completely free) to 7 (unfree). Source Freedom
  House
• Gender equality measured using ratio of average
  male and female earnings. Source UNDP Human
  Development Report

36
Quality of life index, 2005 Allikas Economist
Intelligence Unithttp//en.wikipedia.org/wiki/Qua
lity-of-life_index

• 1 Ireland 8.333
• 2 Switzerland 8.068
• 3 Norway 8.051
• 4 Luxembourg 8.015
• 5 Sweden 7.937
• 6 Australia 7.925
• 7 Iceland 7.911
• 8 Italy 7.810
• 9 Denmark 7.797
• 10 Spain 7.727
• 11 Singapore 7.719
• 12 Finland 7.618

13 United States 7.615 14 Canada 7.599 15 New
Zealand 7.436 16 Netherlands 7.433 17 Japan 7.392
18 Hong Kong 7.347 19 Portugal 7.307 20 Austria 7.
268 58 Romania 6.106 59 Venezuela 6.090 60 China
6.084
37
Quality of life index, 2005 Allikas Economist
Intelligence Unithttp//en.wikipedia.org/wiki/Qua
lity-of-life_index

• 61  Vietnam 6.081
• 62  Bahrain 6.036
• 63  Lithuania 6.034
• 64  Jamaica 6.023
• 65  Morocco 6.019
• 66  Latvia 6.009
• 67  Oman 5.917
• 68  Estonia 5.906
• 69  Pakistan 5.230

• 98  Ukraine 5.033
• 99  Moldova 5.010
• 100 Belarus 4.978
• 101 Uganda 4.879
• 102 Turkmenistan 4.870
• 103  Kyrgyzstan 4.846
• 105  Russia 4.796
• 108  Nigeria 4.505
• 109  Tanzania 4.495
• 110  Haiti 4.090
• 111  Zimbabwe 3.892

38
Kokkuvõtteks

• Kvaliteet universaalne ja rõhutatult
  mitmetähenduslik mõõdupuu
• Organisatsioonide puhul produkti ja tegevuse
  kvaliteet, sisepilk ja välispilk, kvaliteet kui
  surve ja kvaliteet kui sisemine norm
• Kvaliteedimõõdikud, kvaliteedijärjestused,
  sisusse süüvimine ja skeptiline pilt
• Organisatsiooni hindamise kriteeriumid
  sotsiaalne vastutus, kvaliteet, innovaatilisus
  ja nende sarnane arenguloogika teadvustamine
  tähtsustamine mõõtmine järjestamine -
  mõjutamine