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Educational articles on quality, institutional excellence, international systems and standards, and human capacity, to spread a culture of quality.
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What is quality? From conformance to valueWe hear the word "quality" everywhere in industry, administration and services. Yet it does not mean a luxury product or an expensive service. At heart, quality is the ability of a product or service to meet the needs and expectations of those who use it — consistently.
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What is quality? From conformance to valueWe hear the word "quality" everywhere in industry, administration and services. Yet it does not mean a luxury product or an expensive service. At heart, quality is the…Read article The seven quality management principlesModern quality management systems rest on seven principles set out in the international standard ISO 9000. They are not rigid rules but foundations on which any…Read article The PDCA cycle: the engine of continuous improvementIf continuous improvement has a heart, it is the PDCA cycle. Conceived by Walter Shewhart and popularized by W. Edwards Deming, it has become a common language for…Read article The process approach: seeing your organization as a value chainMany organizations are structured in departments and units. But users do not see departments; they see a single journey that starts with their request and ends when they…Read article Risk-based thinkingNo organization is free of uncertainty: changing regulations, supplier failures, the loss of key skills. Recent management system standards have made "risk-based…Read article The seven basic quality toolsKaoru Ishikawa brought together a set of simple tools that, in his view, are enough to solve a large share of the quality problems met in daily work. Known today as the…Read article Root cause analysis: the 5 Whys and the fishbone diagramWhen a problem occurs, many people rush to treat its symptoms. But the problem returns until its root cause is addressed. Root cause analysis is a structured approach…Read article Performance indicators: measuring what really mattersWhat is not measured is hard to improve. But more indicators do not mean better management: a good indicator is one that helps make a decision. Its usefulness depends on…Read article Institutional excellence and its modelsIf quality means meeting requirements, institutional excellence means achieving superior, sustained performance across every aspect of the organization: leadership,…Read article Building a quality culture in your organizationAn organization can write the best procedures and earn certificates, but real quality shows in everyday details: how a user is welcomed, the care to do things right the…Read article Public service quality: from procedure to citizen experiencePublic services are what citizens experience most directly of the state. Improving them is not only about speeding up procedures, but about designing the service around…Read article A simple guide to ISO 9001 and certificationISO 9001 is one of the best-known international standards in the world. It sets out the requirements of a quality management system that helps an organization…Read article Internal audit: from control to learningAudits are often associated with inspection and fault-finding. In management systems, however, internal audit is a learning tool: it reveals what works well and what…Read article Developing human capacity: from needs analysis to impactThere is no quality without people who have the knowledge, skills and motivation it requires. Developing human capacity is not a series of training courses; it is a…Read article Knowledge management and the learning organizationEvery organization holds a stock of knowledge: the experience of its people, the lessons of its projects, its best practices. Yet much of it is lost when people leave or…Read article
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