do universities need a quality management system

Do universities need a quality management system?

Everard van Kemenade, PhD.MeduProf-S

Part 1 of 4

TMP

LAF

OFB/NIH

WADITW

IMPFEAR

WSS

WHY NOT?

Why not? TMP

Why not? LAF

Why not? OFB/NIH/EFQM?

Why not? WADITW

Why not? SER/FEAR

THEY ARE COMING !!

Why not? IMP

Why not? WSS

Too Complex

2. Let’s get to the heart of the matter

What is not Quality?

Just follow the

procedures

What is not Quality?

Just routine

Quality is not

A passing fashion nor a fad

Garvin (1984)

• The transcendental approach

• The product oriented approach

• The users oriented approach

• The manufacturing oriented approach

• The value for money approach

Harvey & Green (1993)

• Quality can be viewed as:

– Exceptional

– Perfection

– Fitness for purpose

– Value for money

– Transformation

What the hell is Quality?

Quality is not a thing, it is an

event.R. Pirsig.

““Zen and the art of motorcycle Zen and the art of motorcycle maintenance”maintenance”

Quality is about (Kemenade, 2009)

1. An object2. Criteria3. Standards or norms4. Subjects: multiple stakeholders and their values

“quot homines, tot sententiae”

There is not ONE quality.

The quality of WHAT are we talking about?

Student

Education

Learning process

Teacher

Team

Organisation including supportive activities

Garvin Harvey & Green Van Kemenade

Object Product Student transformation

Student

Manufacturing Education

Learning process

Teacher

Team

Organisation

Criteria e.g. didactical skills

Standards Transcendental Excellence Student: above national average

Perfection 100% satisfaction

Subject Fitness for purpose

Stakeholders

e.g parents, students

Values Value for money Value for money Value for money

Passion and funPassion and fun

Pirsig

• Quality ... you know what it is, yet you don't know what it is. But that's self-contradictory. But some things are better than others, that is, they have more quality. But when you try to say what the quality is, apart from the things that have it, it all goes poof! (Pirsig, 1974, p.184)

• The story

3. System research

Shewhart/Deming

P-D

DABAR

WORD, DEEDVISION, ACTIONTo the Hebrew, dabar was the word as well asthe actual thing or matter the word spoke of.When God said “Let there be light” (Gen. 1:3), his spoken Word created the light.

C-A

26

Essential2010

Essential2010

CommitmentCommitmentCommitmentCommitment Result: internal Result: internal motivationmotivation

Result: internal Result: internal motivationmotivation

The four evolutions of the world economy (Kemenade 2010)

Globalisation2000

Globalisation2000

Breakthrough(Innovation)

Breakthrough(Innovation)

Result:Result:significant andsignificant and

long lastinglong lasting

Result:Result:significant andsignificant and

long lastinglong lasting

Competition1970

Competition1970

ContinuousContinuousImprovementImprovementContinuousContinuous

ImprovementImprovement

Result:Result:progressiveprogressive

and continuousand continuous

Result:Result:progressiveprogressive

and continuousand continuous

Mass Production1940

Mass Production1940

StandardisationControl

StandardisationControl

Result:little and stable

Result:little and stable

Internal motivation?

Not control: accreditation?

System for improvement and commitment

Self evaluation and EFQM

4. How in a university? (Kemenade, 2009)

• Quality Assurance centre– Support in stakeholder check and analysis

• Professional autonomy and accountability• Multi-disciplinary teams

• Self evaluation– Individual (Appraisal cycle)– Team (Team contract)– Organisational level (EFQM)

• Peer review on self evaluation• Accreditation?

Literature

• Pirsig, R. (1974), Zen and the art of motorcycle maintenance, New York, Bantam Books

• Garvin, R. (1984), What Does “Product Quality” Really Mean? MIT Sloan Management review, pp. 25-43

• Harvey, L. and Green, D., (1993), Defining quality, Assessment & Evaluation in Higher Education, 18:1, pp. 9-34

• Kemenade,E. van; Pupius, M. & Hardjono, T.W. (2009), More value to defining quality, Quality in Higher Education, 14:2; pp. 175-185

• Kemenade,E. van (2009),Summary of PhD study on accreditation• Kemenade,E. van & Hardjono, T.W. (2010), A Critique of the Use of

Self-evaluation in a Compulsory Accreditation System, Quality in Higher Education, 16:3; pp. 257-268

• Kemenade, E. van (2010), Past is prologue, Quality Progress, American Society for Quality, August issue, pp. 48-52

Tänan tähelepanu eest!

everard@onsnet.nu