humane seminar: toulouse, september 25-26, 2015 · humane seminar: toulouse, september 25-26, 2015...
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HUMANESEMINAR:Toulouse,September25-26,2015FromEquistoTotalQualityManagement,thecaseofParisDauphineUniversityE>enneDesmet,DirecteurGénéraldesServices,UniversitéParisDauphine
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UPDstarteditsinvolvementintheEquisaccredita6onprocessin2008.UPDgotthe3-yearaccredita6onin2009.Thiwasrenewedin2012foranother3-yearandUPDcompetestobere-accreditedin2015.Meanwhile,asmanyUniversi6esandHigherEduca6on&ResearchOperatorsinFrance,UPDhasincreaseditsautonomyin2011(withtheexpansionofcompetenciesandresponsibili6esallowedbythenewreglementa6onthen).Ithasalsobeenappraisedthroughvariousrankingsystems,auditedbytheHighCourtofAuditorsetc.Insteadoftakingeachoftheseauditsasanotherunpleasantburden,itsperspec6vewastousethemasleverstotransformitsorganiza6onindepth:rethinkingprocesses,empoweringpeople,developingitsaWrac6vityandcompe66veness.Tobeclear:thistalkisnotaboutasuccessstorybutratherates6monialofthejoysandpiYallsofthe"inprogress"processofqualitymanagementinauniversity.»
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DauphineFigures• 10.000 s tudents , among them 30%
interna1onal master’s students and 50%interna1onalPhDstudents
• 95%jobplacement
• 85%successrate
• Execu>veandcon>nuingeduca>on->10M€
• Largestcorefacultyinorganiza>onsciences
• 530FTfaculty(18%nonFrench)
• 1,700associatefaculty,
• 500supportstaff
• Shanghai2015:
• 310Worldwide
• 172inBusiness
• 28inMathema>cs
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DauphineDates• 1968-Crea>on
• 2004 – Grand Etablissement Statusexecu1ve and con1nuing educa1onstudents
• 2009–EQUISAccredita>on
• 2010 – Master’s degree with staterecogni>on
• 2011-FoundingmemberofParisSciencesLe_res(COMUE)
• 2012–EQUIS(re-accredita>on)
• 2014–MemberofConferenceofGrandesEcoles
• 2015 – Bachelors degree with staterecogni>on
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DAUPHINE:WhyEquis?
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« Quality approach regarding the university as a whole
« Create a management culture and a shared vision
« From Service Production to Service Marketing
« From public management to service management
« Gain recognition on an international level : « Created in 1997
« 150 accreditated Schools (1/2 in Europe, ½ for 5 years)
« France : 17 BS, 8 - 4 - 5Y (HEC, ESSEC, ESCP Europe, EDHEC, INSEAD, EM Lyon, SKEMA, TBS)
« Increase competitiveness
« Enhance coherence rather than standardization
« Focus on (continuous) progress
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STUDENTS EXECUTIVE EDUCATION
RESOURCES & ADMINISTRATION
CONTRIBUTION TO COMMUNITY
RESEARCH & DEVELOPMENT
PROGRAMMES
FACULTY
PERSONAL DEVELOPMENT CONTEXT
& STRATEGY
INTERNATIONALISATION
CORPORATE CONNECTIONS
EQUISFRAMEWORK
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Equis@DauphineAlongandin-depthprocess
– Reviewing
– Metricsproducing
– Wri1ng
– Transla1ng
– Communica1ng
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Joys&PihallsofEquis/TQM
Joys
• Interna1onalRecogni1on
• Outsiderappraisal
• Documenta1on
• Formaliza1on
• Putapproachesintoperspec1ve
• People&studentinvolvement
• Improvementalongtheway(Hawthorneeffect)
Pihalls&warnings
• ChangeManagement
• Decompar1mentaliza1on
• Sustainableeffort
• IT,IT,IT,IT,IT
• Metrics
• Time/ProjectManagement
• Team/ProjectManagement!
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M.GarciaAnneMagné
LSO
FlorenceHannbelleMSO
ALejeuneDEP
J.VersingerIPJ
P.DessansMIDO
E.DansouMorelDirec>onFinancière
AdjointX
LilianeRiouDRH
FMadjlessiDSI/CRIO
O.MenacerDirec>onImmobilier
J.AmzalagAffairesJuridiques
N.BodetAgenceComptable
C.Imhaus
CFilliolRela>ons
Interna>onales
FRenaudin(sept)Vieétudiante
V.DeschampsScolarité
XCIP
V.Fleure_eRechercheetValorisa>on
A.LohisseDocumenta>onetbibliothèques
V.PraxSCUIO-IP
S.Bou>llerSports
D.RicardServiceIntérieur
YSalhiSûreté,Hyg&Sécurité
Composantes ServicesSou>en ServicesSupport
ServicesCommuns
XDirecteur
Communica>on
Aujourd’hui(2015):renewalofmanagers:19/25
S.Auboyneau
VéroniqueDésarbres
Cellules
6arrivéesdepuissept2013
6arrivéessept2012
NEWORCHANGE2014-2015
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STANDARDS
User or Customer approach Product conformity Quality cost
KAIZEN
Procedure & Process Improvement
ISO 6 SIGMA
Processes Efficiency
EQUIS
Excellence Total Quality Stakeholder
Quality : the ideal path… TQM
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Job well done
Quality : the reality
DESPAIR
Joy
?
Yes!
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Equis&TotalQualityManagementsimilarapproaches:hollis1c&strategicperspec1velookingforperformance&excellence
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FROMQUALITYTOTOTALQUALITYOnemodelofTQM
SkilldevelopmentEmpowermentNewMethodBSC
BSCSTRATEGICPLANHRSTRATEGYMKGSTRATEGY
KAIZEN/SIXSIGMAISOMARIANNELABELRSE/GREENPLAN
SURVEYSBENCHMARKBSCREPORTING
BENCHMARKBSCFINANCEKPI/AUDITS 12
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TQM:Con>nuousImprovementManagement:fillingthePuzzle
Process Reviews
Business reviews
Employer Branding & Happiness
Measurement
MBO Incentives
Policies
Balanced ScoreCard
Audit : - Internal - External
User satisfaction
inquiries
Claims and complaint handling
processs
Process Management
Strategic Planning
Mission Vision Values
Benchmark & Best Practice
Sharing
Choice of a TQM approach
& ability to (auto) evaluate
Scoreboards & Steering
tools
Leadership approach : - Appraisal & HiPo detection - Training & People Development plan - Fostering responsibility
Improvement goals & Projects
University Social
Responsibility
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StrategicPlanning…towardatotalqualityapproach
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NEXTSTEPS…
• Shallwelookforspecialqualityrecogni1onoustandards(ISO,ITIL,NF…)?
• Iden>fiedimprovementareas
– QualityMetrics&Measurement
– Building&facili1es
– One-stopshop/informa1oncenter(s)
– IT,IT,IT,IT….
– Communica1on/Branding(inside&outside)
– Peopleempowerment(crea1vity,projectmanagement…)
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THANKYOU!
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