The document outlines a comprehensive approach to organizational assessment in quality management, encompassing the evaluation of various aspects such as processes and culture to enhance quality performance. Key steps involve defining quality objectives, collecting and analyzing data, employing quality tools, implementing improvement actions, and fostering engagement among stakeholders. Additionally, it emphasizes the importance of learning and innovation for continuous improvement and organizational credibility.

1. Week Nine:
Week 10: Organizational Assessment
QUALITY MANAGEMENT
DR EBENEZER ODURO ANTIRI

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• An organizational assessment in quality management involves evaluating
various aspects of an organization to determine its effectiveness in meeting
quality objectives and standards.
• This assessment typically includes examining processes, systems, structures,
and culture to identify strengths, weaknesses, opportunities, and threats
related to quality management
• This involves define quality objectives and indicators, collecting and analyzing
quality data, using quality tools and techniques, implementing quality
improvement actions, engaging and empowering your quality team and
stakeholders and learning and innovating from your quality measurement and
evaluation.
Introduction
O R G A N I Z A T I O N A L A S S E S S M E N T

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• The first step to measure and evaluate quality is to define what
quality means for your organization, project, or process, and what
indicators you will use to track and assess it.
• Quality objectives are the specific, measurable, achievable, relevant,
and time-bound goals that you set to align with your quality policy,
vision, and mission.
Define quality objectives and indicators
O R G A N I Z A T I O N A L A S S E S S M E N T

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• Quality indicators are the quantitative or qualitative measures that
you use to monitor and compare the actual performance and
outcomes against the expected or desired ones.
• You should select quality indicators that are relevant, reliable, valid,
and comparable, and that cover the different aspects of quality, such
as customer satisfaction, efficiency, effectiveness, compliance,
innovation, and sustainability.
Define quality objectives and indicators
O R G A N I Z A T I O N A L A S S E S S M E N T

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• The second step to measure and evaluate quality is to collect and
analyze the quality data that corresponds to your quality indicators.
• Quality data is the information that you gather from various sources,
such as surveys, audits, tests, inspections, reviews, feedback,
reports, or records, to evaluate the performance and outcomes of
your organization, project, or process.
Collect and analyze quality data
O R G A N I Z A T I O N A L A S S E S S M E N T

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• You should collect quality data that is accurate, complete, timely, and
consistent, and that reflects the needs and expectations of your customers
and stakeholders.
• You should also analyze the quality data using appropriate methods, such as
statistical analysis, benchmarking, root cause analysis, gap analysis, or
SWOT analysis, to identify the strengths, weaknesses, opportunities, and
threats of your quality performance and outcomes, and to generate insights
and recommendations for improvement.
Collect and analyze quality data
O R G A N I Z A T I O N A L A S S E S S M E N T

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• The third step to measure and evaluate quality is to use quality tools and
techniques that can help you organize, visualize, interpret, and communicate
the quality data and analysis.
• Quality tools and techniques are the methods that you apply to facilitate and
support your quality measurement and evaluation activities, such as
planning, problem-solving, decision-making, reporting, or learning.
Use quality tools and techniques
O R G A N I Z A T I O N A L A S S E S S M E N T

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• Some of the most common quality tools and techniques are the seven basic
quality tools (check sheet, histogram, Pareto chart, cause-and-effect
diagram, scatter diagram, control chart, and flowchart), the seven
management and planning tools (affinity diagram, interrelationship diagram,
tree diagram, prioritization matrix, matrix diagram, process decision program
chart, and activity network diagram), the balanced scorecard, the dashboard,
the scorecard, the quality function deployment, the failure mode and effects
analysis, the six sigma methodology, and the plan-do-check-act cycle.
Use quality tools and techniques
O R G A N I Z A T I O N A L A S S E S S M E N T

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• The fourth step to measure and evaluate quality is to implement the
quality improvement actions that you have derived from your quality
data and analysis, and that are aligned with your quality objectives
and indicators.
• Quality improvement actions are the changes that you make to your
organization, project, or process, to enhance its performance and
outcomes, and to meet or exceed the requirements and expectations
of your customers and stakeholders.
Implement quality improvement actions
O R G A N I Z A T I O N A L A S S E S S M E N T

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• The fifth step to measure and evaluate quality is to engage and
empower your quality team and stakeholders, who are the people
who are involved in or affected by your organization, project, or
process, and who have a role or interest in your quality performance
and outcomes.
• Engaging and empowering your quality team and stakeholders
means that you involve them in your quality measurement and
evaluation activities, such as setting quality objectives and
indicators, collecting and analyzing quality data, using quality tools
and techniques, and implementing quality improvement actions.
Engage and empower your quality team and stakeholders
O R G A N I Z A T I O N A L A S S E S S M E N T

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• You should also communicate with them regularly, transparently,
and constructively, to share information, feedback, expectations, and
responsibilities, and to build trust, collaboration, and commitment.
• By engaging and empowering your quality team and stakeholders,
you can leverage their knowledge, skills, experience, and
perspectives, to improve your quality performance and outcomes,
and to create a culture of quality in your organization.
Engage and empower your quality team and stakeholders
O R G A N I Z A T I O N A L A S S E S S M E N T

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• The sixth step to measure and evaluate quality is to learn and
innovate from your quality measurement and evaluation, which
means that you use the results and findings of your quality
measurement and evaluation activities, to enhance your knowledge,
skills, capabilities, and processes, and to create new or improved
value for your customers and stakeholders.
Learn and innovate from your quality measurement and
evaluation
O R G A N I Z A T I O N A L A S S E S S M E N T

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• Learning and innovating from your quality measurement and
evaluation involves reflecting on your achievements, challenges,
lessons, and best practices, and identifying the opportunities and
areas for improvement, innovation, or transformation.
• You should also document and share your learning and innovation
outcomes, and apply them to your current or future organization,
project, or process, to ensure continuous improvement and
excellence in your quality performance and outcomes.
Learn and innovate from your quality measurement and
evaluation
O R G A N I Z A T I O N A L A S S E S S M E N T

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• You should implement quality improvement actions that are feasible,
cost-effective, and sustainable, and that address the root causes of
the quality issues or gaps, and not just the symptoms.
• You should also monitor and evaluate the impact and effectiveness
of your quality improvement actions, and make adjustments as
needed, to ensure that they deliver the desired results and benefits
Implement quality improvement actions
O R G A N I Z A T I O N A L A S S E S S M E N T

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• An organizational evaluation includes the activities to improve an
organization, usually by comparing the quality of its operations to
some standard of high performance (this is an organizational
assessment) and then recommending what changes should be made
in order to bring that quality up to that standard (this expands the
assessment into an organizational evaluation).
Organizational Evaluation and Diagnosis
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The benefits of an evaluation include:
• Mobilizes employees for organizational change as they feel their
opinions are being heard and respected.
• Facilitates meaningful communication among participants – perhaps
the most important benefit of the evaluation process.
• Cultivates realistic expectations for change as participants
continually think about the organization’s situation and what can
realistically be done about it.
Benefits of Organizational Evaluation and Diagnosis
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• Enhances learning for participants as they continue to collect and
reflect on feedback about the organization’s performance and their
role in it.
• Improves performance as participants continue to make adjustments
to what they are doing based on the results of their learning.
• Improves the organization’s credibility among its stakeholders at a
time when organizations are always competing for a positive image.
Benefits of Organizational Evaluation and Diagnosis
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• Ensure the evaluation design matches the nature and needs of your
organization.
• Discuss evaluation with members in the early phases of the
evaluation.
• Focus on relevance, utility, and practicality as much as on “scientific”
priorities.
Guidelines for Successful Evaluation
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• Integrate organizational evaluation with other ongoing evaluations in
the organization.
• Include a mix of methods to collect information.
• Place high priority on capturing learning during evaluations.
• Share learning from evaluations as soon as you have them.
Guidelines for Successful Evaluation
O R G A N I Z A T I O N A L E V A L U A T I O N A N D D I A G N O S I S

20. Any questions ?
Thanks!
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