ES438 Quality systems notes – Lecture 2 (Principles of Quality and Excellence)
Principles of Quality and Excellence
An Excellence Model
The key principles of excellence are listed below:
- Achieving balanced results
- Leading with vision, inspiration and integrity
- Adding value for customers
- Management by process
- Succeeding through people
- Continuous learning
- Innovation
- Improvement
- Building partnerships
- Take responsibility
- Aim for a sustainable future
Achieving Balanced Results
- Need to understand when you have made a difference
- What results are important in your context?
- What do the results actually tell you?
- How will your results measures help you to know what to do differently?
, Adding Value for Customers
• First work out who they are
• Who are the customers for a school?
• How about a university?
• Not all customers are equal
• Find out what they want
• Focus groups, surveys etc.
• Remember the ‘unspoken’ requirements
• Keep an eye on how you are doing
• Satisfaction surveys
• Retention/attrition rates
Principles of Quality and Excellence
An Excellence Model
The key principles of excellence are listed below:
- Achieving balanced results
- Leading with vision, inspiration and integrity
- Adding value for customers
- Management by process
- Succeeding through people
- Continuous learning
- Innovation
- Improvement
- Building partnerships
- Take responsibility
- Aim for a sustainable future
Achieving Balanced Results
- Need to understand when you have made a difference
- What results are important in your context?
- What do the results actually tell you?
- How will your results measures help you to know what to do differently?
, Adding Value for Customers
• First work out who they are
• Who are the customers for a school?
• How about a university?
• Not all customers are equal
• Find out what they want
• Focus groups, surveys etc.
• Remember the ‘unspoken’ requirements
• Keep an eye on how you are doing
• Satisfaction surveys
• Retention/attrition rates
