National Quality Vision & Reform

National Quality Vision & Reform
By Dr. Kamran Moosa
NATIONAL
QUALITY VISION & REFORM
DR. KAMRAN MOOSA
PIQC INSTITUTE OF QUALITY
Towards Quality
PAKISTAN
ICQI 2014 - PAKISTAN

By Dr. Kamran Moosa
Contents
Part 1
Part 2
Part 3
Our Global
Standing
Learning
from others
Setting it
Right
K. MOOSA
Excellence without passion

is a body without spirit ..
K. MOOSA

By Dr. Kamran Moosa
Part 1
Our Global Standing
Definition of Reform
Oxford
make changes in (something, especially an
institution or practice) in order to improve it.
Wikipedia
Reform means the improvement or
amendment of what is wrong, corrupt,
unsatisfactory, etc.
Reform may be at most redressing serious
wrongs without altering the fundamentals of
the system. Reform seeks to improve the
system as it stands, never to overthrow it.
K. MOOSA

By Dr. Kamran Moosa
Quality Management
Quality and quality management is no longer only about meeting
specifications and eliminating defects and complaints; it is also
being used in building and meeting renewed, better and
competitive national and organizational goals or performance
standards; as well as reforming & changing nations and
organizations with innovative, new or better policies, strategies,
practices and processes.
Quality is about setting and meeting competitive targets, goals
and standards of organizations, sectors, clusters and countries;
While Quality Management is a set of processes to make the
change happen
ICQI 2014: National Quality Vision; K. MOOSA
Targets of Outcome vs Output

Quality of
Output
OUTCOME
OUTPUT
Organization
8
K. MOOSA

By Dr. Kamran Moosa
KPIs: Key Performance Indicators

INPUTS
Process KPIs
(Leading KPIs)
Product/Service KPIs
(Lagging KPIs)
Education Enrollment %
Education Quality %
Infrastructure, Investment
Corruption %, Crime% (!!!)
Security of people
Labor Market Efficiency, etc
GDP %
National Income
National Character (Ethos)
Sustainability
Peace
BALANCED SCORECARD
Tool for making & aligning KPIs with organizational goals
K. MOOSA
% GDP (an important KPI of a country)
K. MOOSA
10

By Dr. Kamran Moosa
% GDP Growth and our Governments
ML (AYUB KHAN)
M
L
ML
(MUSHARRAF)
ML (ZIA UL HAQ)
pp
p
p
p
p
pp
p
ppp
11
K. MOOSA
Some Global KPIs Measurement Systems
K. MOOSA
GCI
Global Competitiveness Index by

World Economic Forum
HDI
Human Development Index by UNDP
CPI
Corruption Perception Index by

Transparency International
QS
World University Rankings by

British Quacquarelli Symonds (QS)
14

By Dr. Kamran Moosa
Ref:
Global Competitiveness Index
By World Economic Forum 2014
GCI for the last 4 years

0
2011
-20
-21
2012
2013
-25
-24
-59
-60
2014
-20
-40
-60
-56
Pakistan
-71
-80
India
Bangladesh
Malaysia
-100
-108
-120
-118
-110
-118
-124
-133
-109
-129
-140
3 Development stages of nations

Global
Competitive Index
129 / 144
Stage 1 Basic
Factors Driven
134 / 144
1. Institutions
2. Infrastructure
3. Macro-economic
environment
4. Health & Primary
Education
Stage 2
Stage 3
Efficiency Driven
Innovation Driven
101 / 144
83 / 144
5. Higher Education &

Training
6. Goods Market
efficiency
7. Labor market efficiency
8. Financial market
development
9. Technological readiness
10.Market size
11. Business
Sophistication
12. Innovation
16

By Dr. Kamran Moosa
Three levels of Competitiveness
TRANSITION
STAGE
Australia
Canada
Denmark
Israel
Italy
Japan
Qatar
Singapore
UK
USA
TRANSITION
STAGE
Pakistan
India
Bangladesh
Nepal
Iran
Kuwait
Philippines
Saudi Arabia
$2000
China
Egypt
Indonesia
South Africa
Sri Lanka
Thailand
$3000
Brazil
Malaysia
Oman
Turkey
UAE
$9000
$17,000
GDP per Capita
17
K. MOOSA
Level-Wise Comparison of Rating

160
140
134
120
101
100
92
83
Pakistan
80
India
61
60
Malaysia
52
40
23
24
20
17
0
Basic Factors
K. MOOSA
Efficiency Factors
Innovation Factors
18

By Dr. Kamran Moosa
GCI Some key Factors

160
140
120
100
80
60
40
20
0
123
137
119
129
132
127
114
100
88
81
72
30
Pakistan
India
Malaysia
19
K. MOOSA
GCI: Education Enrollment

140
132
131
120
106
108
100
115
87
78
80
72
60
60
40
20
0
Primary Education
Enrollement
Scondary Education
Enrollment
Pakistan
India
Tertiary Education
Enrollment
Malaysia

By Dr. Kamran Moosa
Education Quality
140
122
119
120
104
92
100
101
94
80
98
67
60
49
40
20
0
Pakistan
India
Malaysia
Governance
127
123
118
108
94
93
103
101
101
88
60
50
49
49
94
35
26
14
14
15
Public Trust Diversion of

Irregular Favoritism in Wastefulness Efficiency of Transparency Reliability of
in Politicians Public Funds Payments &
official
of
Legal
of policy
Police
bribes
decisions government Framework
making
spending
Pakistan
88
64
57
37
17
119
111
India
23
10
Ethical
behavior of
org'ns
Efficacy of
Corporate
Boards
Malaysia
10

By Dr. Kamran Moosa
Macroeconomic Environment
134
133
129
120
121
120
106 110
102
97
55
18
32
25
1
Govt Budget
Balance
Gross National
Savings %GDP
Pakistan
Inflation
Govt. Debt
India
Country Credit
rating
Malaysia
GCI: Business Sophistication

140
115
120
94
100
80
66
60
93
58
88
64
87
74
40
20
0
Pakistan
India
Malaysia
11

By Dr. Kamran Moosa
GCI: Labor Market Efficiency

160
140
120
100
80
60
40
20
0
140
107
110
103
86
87
87
49
Pakistan
India
Malaysia
Most Problematic factors

for doing business in Pakistan (Ref: GCI Report 2014)
1
Inadequate supply of infrastructure
14.3
Corruption
13
Inefficient government bureaucracy
10.2
Policy instability
8.5
Access to financing
7.6
Government instability
7.3
Inadequately educated workforce
6.4
Poor work ethic in national labor force
6.3
Crime and theft
5.6
10
Tax rate
4.7
11
Inflation
3.7
12
Tax regulation
3.5
13
Insufficient capacity to innovate
3.3
12

By Dr. Kamran Moosa
HDR Report 2014 (UNDP)
13

By Dr. Kamran Moosa
UNDPs HDI (2013)
/ 187
HDI Trend 1980-2010

Malaysia
Iran
India
Bangladesh
Pakistan
14

By Dr. Kamran Moosa
3. Transparency International
Service-wise Bribe %
80
70
63
63
63
60
50
50
49
43
40
29
30
20
20
17
10
0
Police
Registry
Land Customs Utilities
Tax
Judiciary Medical Education
etc
Services
Reveniew
Services System
India
K. MOOSA
Bangladesh
Pakistan
Nepal
Sri Lanka
33
15

By Dr. Kamran Moosa
4. QS University Ranking
TOTAL
800
WORLD
TOTAL
300
ASIA
UNIVERSITY
480-490
129
NUST
701+
181
LUMS
701+
251-300
UET LAHORE
701+
201-250
UNIVERSITY OF KARACHI
701+
UNIVERSITY OF LAHORE
106
PIEAS
116
Aga Khan University
123
Quaid-e-Azam University
201-250
COMSATS
201-250
University of Punjab
251-300
University of Agriculture
34
Thus, we must recognize that

Measuring KPIs are at the heart of any Reform Program;
both at the corporate or national level. Quality Managers
must focus on KPIs to drive for improvement.
We need to monitor our global competitiveness
objectively and use them in our government, education,
media and national policies.
We are at a danger line of competitiveness.
We need Immediate attention and plans for Reforming
our government, educational institutions and
organizations
We must learn from others who have gone through
similar crises, chaos and difficult situations
16

By Dr. Kamran Moosa
Part 2
Learning from Others
K. MOOSA
37
Some benchmarks
Turkey
(Singapore)
Malaysia
(South Korea)
K. MOOSA
38
17

By Dr. Kamran Moosa
MALAYSIA: National Transformation Program
An ambitious 10
years program of
change to transform
the Government
into an efficient and
people-centered
institution.
To create oneness
or unity within a
multi-religious and
multi-cultural
nation ; while
ensuring social
justice, trust and
cohesiveness
To transform Malaysia into a

developed nation by 2020;
raising per capita to $15,000.
GTP 1: 2009-2013
GTP 2: 2013-2015
GTP 3: 2015-2020
39
K. MOOSA
7 Key NKRAs (National Key Result Areas)

#
Headed by
Reducing Crime
Minister of Home Affairs
Fighting Corruption
Law Minister
Improving Students
Outcomes
Minister of Education
Raising living std of low

income household
Minister of Women, Family

and Community
Development
Improving Rural
Development
Minister of Rural &

Regional Development
Improving Urban Public

Transport
Addressing Cost of Living
Minister of Transport
7
K. MOOSA
NKRAs
Deputy Prime Minister
40
18

By Dr. Kamran Moosa
K. MOOSA
41
Example KPIs (Crime)
K. MOOSA
42
19

By Dr. Kamran Moosa
ETP: Economic Transformation Program

12 NKEAs
(National Key Economic
Areas)
1.
2.
3.
4.
5.
6.
7.
8.
9.
Greater Kuala Lumpur

Oil, Gas and Energy
Financial Services
Wholesale and Retail
Palm Oil and Rubber
Tourism
Electrical & Electronics
Business Services
Communications
/Infrastructure
10.Education
11.Agriculture
12.Healthcare
6 SRIs
(Strategic Reform
Initiatives)
1. Competition, Standards
and Liberalization
2. Public Finance Reform
3. Public Service Delivery
4. Narrowing Disparity
5. Reducing Government
Role in Business
6. Human Capital
Development
K. MOOSA
43
K. MOOSA
44
20

By Dr. Kamran Moosa
8 Steps National
Transformation Process
1. STRATEGIC DIRECTION
Surveys and Identification of Key Focus Areas by

Cabinet
2. LABS
Establish in detail what needs to be done with

the stakeholders / experts
3. OPEN DAYS
Share Lab output with people and seek their

feedback
4. ECONOMIC ROADMAP
Establish roadmap and set projects/activities

with stakeholders
5. KPIs TARGETS
KPIs are developed, monitored and reviewed on

weekly/monthly basis
6. IMPLEMENTATION &
EXECUTION
Resource provision, execution and coordination

of Entry Point Projects
7. AUDITS & VALIDATION
Yearly audit by PwC and validation of ETP

results
8. PUBLIC REPORTING &

ACCOUNTABILITY
Sharing results with public
K. MOOSA
45
PEMANDU Orgl Structure
K. MOOSA
47
21

By Dr. Kamran Moosa
4 Pressure points of PEMANDU

Reforms in civil service
Promoting Creativity, Quality Standards and
certification in Malaysian companies
Improving the quality of national education
Increasing Malaysias trade surplus
K. MOOSA
48
Fiscal Deficit & GNI (US$)
K. MOOSA
49
22

By Dr. Kamran Moosa
Private Investment
K. MOOSA
50
K. MOOSA
51
23

By Dr. Kamran Moosa
Part 3
Setting it Right !
52
K. MOOSA
TQM Journey in Pakistan

Inspection / Testing
Automobile, Defence,
Engg. Textile
1980s
ISO Stds
1990s
Automobile, Telecom
Banks, Software
TQM / TPM
Big Industry
Engineering, Banks,
Telecom universities
2000s
2010s
TQM Growth
Six Sigma,
SQCC Schools
HECs Self Assessment
K. MOOSA
53
24

By Dr. Kamran Moosa
ISO 9000 Maturity

15%
Excellent
Good
25%
Satisfactory
Acceptable
D
3
6
9
12
Time (months)
60%18
TQM Tools Application
100
90
80
70
60
50
40
30
20
10
0
95
85
30
25
25
25
20
15
10
5
New Mgt
Tools
JIT
QPD
Kaizen/5S
Q. Award
Reengineering
Benchmarking
QCC
C. Survey
SPC
ISO 9000
80
25

By Dr. Kamran Moosa
Strategic Change: From QC to QM
Process
Based
Performanc
e
Based
Product
Based
QA
QM
QC
56
K. MOOSA
National Reform Program

Policies & Programs
KPIs System
Government
Quality
Legal Framework
Civil Services Reform
Execution & Projects
NATIONAL
QUALITY
REFORMS
Reform Directorate
Leadership for Quality
Organizational
Quality
KPI System
TQM Programs & Certns
TQM Office
K. MOOSA
58
26

By Dr. Kamran Moosa
3 Connected Gears of
Competitiveness & Quality
Organizations
Companies,
Universities,
Schools
Catalysts &
Change
Agents
Regulatory
Bodies,
Chambers &
Associations
Government
Values, Talent
& Wealth
Creator
Driver for
Change
59
K. MOOSA
1. Government:
Leadership Role for National Quality Movement
1.
2.
3.
4.
5.
6.
7.
8.
9.
Mobilization: Interest, Intent, & Initiative by the PM / CMs

Performance Mgt Office: Talented & Experts based Performance
Management Office with liaison officers in other Ministries,
Chambers and Regulatory Bodies
Driving Force: National Steering Committee (Key Ministers and
Stakeholders) headed by the PM; monthly monitoring
KPIs & Performance Mgt Program: KPIs Development,
Accountability, Monitoring, Reporting & Reviews by the Steering
Committee
Civil Services Reform Policy & Program: Law & Regulations on
Performance based civil services, including hiring & development
Public Involvement & Say: Voice of Citizens
Projects: Prioritization and Focus projects
National Promotional Campaigns
Reward & Recognition schemes
K. MOOSA
60
27

By Dr. Kamran Moosa
Catalysts for
Quality Reforms
Legal
Framework
Bodies
APTMA
Professional
Sector
Associations
Bodies
Chambers
Entire
Professional
Community of
all ages
Regulatory
IEEE, ICAP
QPSP
HEC, PEC
PMDC
Industrial &
Business
Clusters
Karachi
Lahore
City Business
Environment
61
K. MOOSA
3. Quality Excellence and Reforms at

Organizational level
Corporate
or National
Goals of
Quality &
Excellence
K. MOOSA
63
28

By Dr. Kamran Moosa
Dimensions of TQM programs

Kaizen
Quality Circles
Statistical Process Control
Balanced Scorecard
Cost of Quality
Business Process Reengineering
Six Sigma
Total Productive Maintenance
5S
Lean Management
ISO Certifications
Quality Awards
Business Excellence Models
Accreditation Models
TQM
Tools
& Methods
TQM
Cultural
Values
TQM
Implementation
TQM
Models
& Frameworks
Technical
Project
Mgt
Customer Focus
Leadership (for Quality)
Vendors Relations
Process Approach
Systems Approach
Data based Analysis
Problem solving
Continual Improvement
Ethics & Social Norms
Creativity
Project Management
Of TQM Toolsl
Cultural
64
K. MOOSA
TQM Development, Deployment & Sustainability

Development
TQM
Deployment
Sustainability
(Continuity)
K. MOOSA
65
29

By Dr. Kamran Moosa
TQM Culture the ultimate goal

Successful
TQM Deployment
Leadership
& Cultural
Processes
TQM
Values/Culture
Project Mgt
Processes
TQM
Project Management
Learning
Processes
TQM
Frameworks
TQM
Tools
66
K. MOOSA
Challenge: TQM Failure 75%
Success
25%
Failure
75%
K. MOOSA
67
30

By Dr. Kamran Moosa
K. MOOSA
68
Conclusion
Lets wakeup before its too late
Quality Managers and CEOs/National Leaders have
great responsibility on their shoulders.
Focus on Quality is MUST for any Quality Reforms, both
at orgl and national levels; followed by proper vision,
structure and programs
Lets initiate personal capacities, group synergies and
meaningful dialogues for Quality Reforms at corporate
or national level with whatever means we have. Lets
make Quality as our Vision, Mission and tool for mutual
societal growth, prosperity and harmony.
Its better to light a candle than to curse the darkness
(saying).
K. MOOSA
69
31

By Dr. Kamran Moosa
References
PEMANDU (pemandu.gov.my)
UNDP (http://hdr.undp.org)
Transparency International (http://www.transparency.org/)
QS Top Universities
(http://www.topuniversities.com/university-rankings)
70
Allama Iqbals Vision of a Quality Citizen
K. MOOSA
71
32

By Dr. Kamran Moosa
33

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National Quality Vision & Reform

By Dr. Kamran Moosa

ICQI 2014 - PAKISTAN