CELEBRATING QUALITY

Laboratory Quality Management Conference 2015

Sheila Woodcock, ART, MBA, FCSMLS(D)

QSE Consulting Inc

WHAT is Quality?

HOW can we celebrate

quality?

WHEN should we celebrate?

WHAT IS QUALITY?

ISO 8402/9000 DEFINITION

The totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs

OTHER DEFINITIONS

The standard of something as measured against other things of a similar kind, the degree of excellence of somethingOxford dictionary

Quality is an outcome - a characteristic of a product or service provided to a customer and the hallmark of an organization which has satisfied all of its stakeholders. Chartered Quality Institute

MANAGING ORGANIZATIONAL QUALITYCentral to an organization achieving these aims are: The development and implementation of an effective system of

governance: ensuring “management intent” is clearly defined through policies and processes; and ensuring “management intent” is fit-for-purpose with respect to the many stakeholder requirements (reflected in legislation, required external standards, shareholder / trustee requirements, customer and supplier requirements, employee requirements etc)

A commitment to assurance, both of how work is being carried out (i.e. process assurance) and the outputs being generated (i.e. product/ service/project assurance)

Embedding a culture of continuous evaluation and improvement through the use of qualitative and quantitative measures, root cause analysis and adoption of effective improvement techniques

MANAGING ORGANIZATIONAL QUALITY

www.thecqi.org

Quality is….

Quality needs to be…..

PHILIP CROSBY – QUALITY GURU

Quality is meeting the requirementsQuality is doing it right, the first timeThe performance standard is zero defectsThe measure of quality is the cost of non-compliance (cost of

poor quality)

Quality Management is the structure of elements that allows an operation to achieve Quality.

Copyright QSE

Copyright QSE

Copyright QSE

Copyright QSE

Copyright QSE

Copyright QSE

Copyright QSE

THE ROLE OF STANDARDS

Fitness for purpose

Interchangeability

Variety reduction

Compatibility

Health and safety

Environmental protection

Better utilization of resources

Better communication and understanding

Enable transfer of technology

Removal of trade barriers

Primary aims of standardization:

ISO FAMILY OF QM STANDARDS

Testing or

Calibration Laboratory

ClinicalLaboratory

Industry

Environment

ISO 9000 QUALITY MANAGEMENT PRINCIPLES

Customer focusLeadershipEngagement of peopleProcess approachContinual improvementEvidence-based decision makingRelationship management

BENEFITS OF STANDARDSFor manufacturers, standards:

Rationalize the process.Eliminate or reduce wasteful material or labour.Reduce inventories of both raw material and finished products. Reduce costs

For customers, standards:Assure the quality of goods purchased and services received. Provide better value for money.Are convenient for settling disputes, if any, with suppliers.

BENEFITS OF STANDARDSCONTINUED

For traders, standards:Provide a workable basis for acceptance or rejection of goods or consequential disputes, if any. Minimize delays, correspondence, etc., resulting from

inaccurate or incomplete specification of materials or products. For technologists, standards:

Provide starting points for research and development for further improvement of goods and services.

THE LANGUAGE OF STANDARDS

HOW TO CELEBRATE QUALITY

EXAMPLES FROM BUSINESSES

Posting number of days accident freeBanners announcing ISO certification Slogans

INTERNAL RECOGNITION

Small, simple, effective Employee of the month recognition From a lab monthly newsletter: Congratulations to Dxxx from

RGH – your suggestion was the winner and I will be sending you a $25 Tim Horton’s Gift card!

Immediate feedback or recognition - examples from UBC LQM participants

“…. We use an internal computer announcement format called the Quality Applause, which congratulates a department and details the quality initiative, or client (physician, patient, staff member) letter, pointing out their experience within our corporation. This announcement is sent to all employees internally, via e-mail. It is a wonderful way of sharing and spreading recognition.”

“…our Hospital does have this program and it is celebrated in the form of selecting one employee every month for his excellent compliance with quality and giving him a Certificate and some cash prize. He can be a staff of Lab or any other department. His selection is done by the Hospital Quality Department based on their surveillance”

“I work in the Core lab at the larger site and during our lab meetings, the Team Leaders do congratulate the entire staff on feedback re: EQA samples, resulting and reporting of critical results to the appropriate area in the required time frame, as well as keeping a positive attitude during stressful times.”

“One on one positive feedback to staff has resulted in increase in staff confidence and self esteem. In some cases staff have remembered my recognition of their ideas years after I gave it and I am a Quality Specialist (non management). When the positive feedback is given by my Quality Manager or one of the Executive the effect is exponential. The important part is making the recognition meaningful”

EXTERNAL RECOGNITION

Professional organization awards and recognition CSMLS

CLSI

CSA and SCC

Provincial societies

Accreditation and certificationQuality programs and courses

QUALITY AWARDS

National awards Excellence Canada Malcolm Baldridge National Quality Award recognizing performance

excellence – U.S. Deming Prize - Japan

Provincial awards BC Quality Awards - Patient Safety and Quality Council Quality Healthcare Workplace Awards (ON) NS Health Authority Quality Awards – modeled after the 3M Health

Care Quality Team Awards, Canadian College of Health Leaders

WHEN TO CELEBRATE QUALITY

CELEBRATING ACCOMPLISHMENTS

Small wins and happenings need to be celebrated as soon as possible, either individually or as a group

Bigger wins or events may take more time to plan the celebration Successful accreditation Medical laboratory week - April Healthcare Quality Week – October World Standards Day – October 14th (or closest day)

WORLD QUALITY MONTH - NOVEMBER

National Quality Month (NQM) is a public awareness campaign that encourages business, industry, government, and academia to focus on the strategic importance of quality and continuous improvement.

WORLD QUALITY DAY

Purpose is to promote awareness of quality around the world and to encourage individuals' development and organizations' prosperity.

First promulgated by the United Nations in 1990, World Quality Day aims to raise international awareness of the important role quality plays in ensuring nations' prosperity.

In the UK, Chartered Quality Institute (CQI) will celebrate World Quality Day with events from November 11-15. The South African Quality Institute also celebrates National Quality Week annually.

2nd Thursday of the monthNov 12, 2015

Recognizing and celebrating quality can only serve to improve quality, will you change anything?

There are many opportunities to celebrate, one of the biggest is coming up – World Quality Day November 12th

SUMMARY

Go home and plan a party in November!!!

THANK YOU