The springboard : a TQM-based tool for self-assessment

Sammanfattning: The interest in self-assessment has increased during the last few years. Self-assessment with regards to Total Quality Management is often proposed as a tool for measuring the progress of Total Quality Management. National and international institutes such as the National Institute of Standards and Technology (NIST) in the USA and the European Foundation for Quality Management (EFQM) in Europe have played key roles in the dissemination of self-assessment as a process of reviewing, in a systematic way, an organization's approach to Total Quality Management (TQM). Many models are available for self-assessment purposes. Quality awards criteria, as for instance the criteria of the Malcolm Baldrige National Quality Award and the European Quality Award, are maybe the most well-known self-assessment models among organizations. However, studies of organizations that are using self-assessment indicate that so far this approach is more common among large organizations than among small organizations. One reason for this could be that the assessment models available are not suitable for small organizations, as some researchers propose. Thus, the main objective of this research has been to develop a tool for self-assessment which will facilitate the use of self-assessment for these organizations. The thesis presents the results of this research, the Springboard, which aims at being more appropriate for small organizations than the existing quality award models. As a result, one of the aspects that has been considered when developing the Springboard is the scope of the assessment model. The Springboard comprises only four areas: Customer Cooperation, Leadership, Employee Commitment and Management of Processes. These areas are all derived from a set of core values of Total Quality Management. Furthermore, the Springboard puts more emphasis on continuous improvement compared to the quality award models presented in the thesis. The research has also included an evaluation of the Springboard. Interviews have been held with two small organizations that have used the Springboard for self-assessment. Their experiences are that the proposed tool as a whole is favourably reviewed. However, their opinions also indicate that there are still some parts regarding the evaluation guidelines that need to be further developed. The research has also indicated that in order to facilitate small organizations' use of self-assessment more attention should be given to how the work is carried out, the process of self-assessment. Consequently, two of the issues that future research should be aimed at are the process of self-assessment and appropriate approaches for small organizations.