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17 Quality Models
In this chapter we will consider a number of quality approaches and meeting the needs of customers or clients. These will include; the business excellence model (EFQM), Charter Mark, Investors in People, ISO 9000, the balanced scorecard, total quality management, the approaches of Deming and Crosby, Malcolm Baldridge National Quality Award (USA), Peters and Waterman, benchmarking and marketing. The focus is on a broader understanding of the concept of quality, which will enable your personal and professional development to be more sharply focused. Which quality systems or processes does your school use? How do you determine their relevance and appropriateness? Peter Kilfoyle, Minster for Public Services, launched the Quality Schemes Task Force in January 1999, with representatives associated with the Excellence Model, Charter Mark, Investors in People and ISO 9000, together with government officials EUROPEAN FOUNDATION FOR QUALITY MANAGEMENT (EFQM) The European Quality Award was developed by the European Foundation for Quality Management. The UK Quality Award for Business Excellence (British Quality Foundation) was established in 1994. A clear distinction is drawn in the model between the Enablers (how results are being achieved) and the Results themselves (what the organization has achieved and is achieving) (See Figure 17.1). Both are equally important, which is significant given the debate about whether the focus for school improvement should be on the inputs or the outputs. The self-assessment process against the Excellence Model, the first part of the application process, identifies strengths and areas for improvement; identifies priority areas to address; provides year-on-year assessment of performance against a widely recognized model; provides a framework that makes sense of all quality and improvement activities; generates fresh motivation for improvement; gives an insight into world-class practice; and, enables comparison with a wide range of other organizations. The application process increases awareness of business excellence, motivates staff to focus their effort on self-analysis and continuous improvement, fosters teamwork in operating to tight deadlines, and provides an exceptional development opportunity for all involved in preparing the submission. That is it provides a rigorous basis for school self-evaluation. 172
