do universities need a quality management system
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Presentation for Estonian universities in Archimedes, Primus projectTRANSCRIPT
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
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
