Managing Quality

UNCONTROLLED WHEN PRINTED

Printed On: 27/07/11

Quality Management Maturity Model (QMMM)

Please note: This QMMM has been developed in support of the DE&S Project Review & Assurance initiative and is both immature and subject to change.

QUALITY MANAGEMENT MATURITY MODEL

STAGE Customer Focus Beginning Customer requirements not fully understood. Organisation has no clear direction or purpose. Developing Customer requirements are identified but not fully understood. Organisational vision, policies and strategic objectives defined and promulgated at senior management level. People's skills and abilities being identified. Understanding of the benefits of process approach. Key processes identified. Key processes reviewed and interdependencies identified. Performing Customer requirements are being satisfied. Awareness, and commitment, throughout the organisation of vision and strategic objectives. People's skills and abilities being used to the benefit of the organisation. Key processes identified and mapped. Process metrics being identified. High Performing Customer requirements and expectations are being satisfied. Organisation needs minimal leadership to maintain purpose and direction. People's skills and abilities are matched to organisational objectives. All organisational processes identified, mapped and performance monitoring in place. All interrelated processes are identified and being managed. Evidence being generated that continual improvement is benefiting organisational efficiency and effectiveness. Excelling Customer requirements and expectations exceeded. All areas of the organisation contributing to leadership. People are fully involved and their abilities are used to the benefit of the organisation. All activities and related resources are managed as a process. Interrelated processes are subject to review and coherence with strategic planning. Continual improvement culture embedded within the organisation and used as the cornerstone of organisational efficiency.

Leadership

EVIDENCE / BEHAVIOUR

Involvement of People

People's abilities not identified or recognised.

Process Approach

Process approach not adopted by the organisation.

System Approach

No understanding of interrelated processes.

Interdependent processes mapped.

Continual Improvement

Continual improvement not being considered.

Continual improvement process being developed/implemented.

Continual improvement being applied to key processes and benefits monitoring in place.

S&E-DQAPol-AD QMMM v8.0

UNCONTROLLED WHEN PRINTED

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Managing Quality

UNCONTROLLED WHEN PRINTED

Printed On: 27/07/11

QUALITY MANAGEMENT MATURITY MODEL

STAGE Beginning No data and information collection process in place. Supplier treated as an outside entity and not considered integral to organisational efficiency. Poor or unpredictable results resulting from no systematic or customer focussed approach. Developing Some data being collected but not being used to influence decision making. Strategy being developed to involve Supplier with organisational issues. Loss of customer confidence. Dissatisfaction amongst the team. Inefficient processes. Customer focus becoming prevalent. Organisational objectives generated. Understanding of organisational efficiency. Performing Data being collected against key process and being used to inform decision making. Supplier contributes to the decision making process but only across the contractual boundary. Decisions made on the basis of limited information. Full use of supplier skills not being made. Staff committed to organisational vision and objectives. Staff abilities recognised and used to maximum organisational effect. Continual improvement process generating results. High Performing All decisions are based on the analysis of data and information. Supplier advice and opinions are sought during pre-contract phases. Continual improvement process lapses. Stagnation. Excelling Analysis and data collection process being used to predict future trends and govern actions. Supplier is considered as a major stakeholder in the team, whose views and opinions are sought and valued.

Factual Approach

Supplier Relationships

Risks

Complacency.

Benefits

None !!

Satisfied customer. Effective control of business process. Decision making based on factual information.

Delighted customer. Full involvement and commitment of all the team. Continuous improvement process results in maximum organisational efficiency.

S&E-DQAPol-AD QMMM v8.0

UNCONTROLLED WHEN PRINTED

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