QUALITY OF PROCESS, PRODUCT AND SERVICE in quality MPM management

The Quality of Process, Product and Service criterion examines evidence of the MPM unitís commitment to the continual improvement of its processes, products and services. The unitís relationship with its suppliers is also considered. For more information on quality approaches and methods, see Preparing the Winning Bid by Boyd.¹

We look at three aspects of this criterion:

ï improving supplier quality 

ï improving process performance 

ï improving quality of products and services 

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Supplier quality improvement - checklist

Here when we talk of suppliers, we are talking about all the bodies that contribute goods and services to the MPM unit from outside the unit. We might be considering other sections of the administration such as the legal unit or the parks and gardens unit, or we might be considering outside suppliers such as the firms that supply dangerous dog collars, dog training services or contract PMO services.

Ask

How does the MPM unit work with suppliers of services, facilities and products to mutual benefit?

Some specific questions to be considered are:

1. How does the MPM unit encourage better understanding of its requirements and work processes by its suppliers to ensure improved incoming product and service quality?

2. How does the MPM unit assist suppliers to improve the quality of their products and services?

3. How are suppliers involved in the MPM unitís improvement activities for mutual benefit?

4. How is the quality of supplied products and services assessed and how is feedback provided?

5. Is the process whereby the MPM unit ensures the quality of supplied goods and services regularly evaluated and improved?

For further evaluation insights, click to see:

ï More evaluation questions and examples

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Ask

How are the MPM unitís key processes (eg. provision of products, services and facilities) managed and improved?

Some specific questions to be considered are:

1. What policies and systems does the MPM unit have to ensure the products, facilities and services provided by the unit conform to the standard required?

2. How does the MPM unit evaluate its process performance and improvement activities?

3. Are benchmarking processes in place and what use is benchmarking information put to?

4. Does the MPM unit evaluate its quality assurance and improvement performance activities, and does it learn from its mistakes?

For further evaluation insights, click to see:

ï Quality documentation

ï Learning organisations

ï Key aids to continuous improvement

ï More evaluation questions and examples

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Ask

How does the MPM unit itself assess the quality of its products, facilities and services?

Some specific questions to be considered are:

1. How is data collected on key indicators of product, facilities and service quality?

2. To what extent does the system for collecting data on quality cover the entire range of operations of the MPM unit?

3. Are comparisons made with similar data from other councils?

4. Is the system for assessing quality of all products, facilities and services regularly reviewed, and does the MPM unit strive to improve the system for collecting and evaluating this data?

For further evaluation insights, click to see:

ï More evaluation questions and examples

1. Boyd L. 1995. Preparing a Winning Bid. MAV CCT Series 9. Melbourne: Municipal Association of Victoria.