Quality and Social Responsibility: Achieving Sustainable Results

About the Presenter

• Dick Gould

• ASQ Fellow

• DAC Social Responsibility

Liaison

• Past member - ASQ

Board of Directors

Why should the quality professional care about social responsibility?

What Is Social Responsibility?

People and organizations– Ethical behavior

– Having sensitivity toward:

• social

• cultural

• economic

• environmental issues

Why Be Socially Responsible?

• Consumers demand it

• Makes good business sense

• Produces bottom line results

• Builds a stronger brand

Why Be Socially Responsible (cont.)

• Stakeholders seek transparency

• World of instant information

• Government is getting involved

• Financial benefits

What is the connection

between quality and social responsibility?

The Basic Relevance of SR to Quality

Total Quality Management:

1. Addresses all areas of an organization;

2. Emphasizes customer satisfaction;

3. Uses continuous improvement methods and tools

The Quality Toolbox 2005

2011 ASQ Future of Quality Study

1. Global responsibility2. Consumer awareness3. Globalization4. The increasing rate of change5. The workforce of the future6. An aging population7. 21 century quality8. Innovation

The Quality Connection

• Evolution of Social Responsibility

The Quality Connection

• Malcolm Baldrige Performance Excellence Criteria– Procedures for compliance with safety, health,

and environmental standards– Mechanisms of corporate support of quality

assurance activities outside the company– Governance accountability

One Standard for All

• ISO 26000– Implementation will be voluntary

– Guidance will help define social responsibility

• ASQ administers the U.S. Technical Advisory Group (TAG) on Social Responsibility

ISO 26000

• Assist organizations in addressing SR

• Provide practical guidance

• Emphasize performance results and improvement

• Increase confidence and satisfaction among customers and stakeholders

• Maintain consistency

ISO 26000

ISO 26000 is a guidance standard and not one that an organization becomes certified to, like ISO 9000 or 14000.

Quality Triple Bottom Line

Quality Tools

• Quality professionals have the tools to improve social responsibility results– Baldrige Criteria– Lean methods – Six Sigma

Baldrige Criteria

• Malcolm Baldrige Performance Excellence Criteria

Lean Methods

• Lean manufacturing principles:– Eliminate non-value-adding activities

– Eliminate waste from the business

• Lean enterprise principles:– Extend concepts through entire value

stream or supply chain

Six Sigma

• Defect prevention vs defect detection

– Customer satisfaction and bottom-line results

– Apply anywhere that variation and waste exist

– Apply for innovation and improved customer satisfaction

Bottom Line

Quality + Social Responsibility

= Competitive Advantage

ASQ’s SR Efforts

What is ASQ doing to promote SR?

ASQ Social Responsibility Response

• The SRO.org– Global community and online “town square”

for sharing information and building an SR body of knowledge

– Helps the world understand how SR and quality can achieve sustainable results

– Provides an access point to ASQ for the SR professional

Social Responsibility Response (cont.)

• Pathways to Social Responsibility– Successful Practices for Sustaining the Future

• Spencer Hutchens Social Responsibility Medal– Recognizes individuals who demonstrate

outstanding leadership as an advocate for social responsibility 

Social Responsibility Response (cont.)

More Information

American Society for Quality

www.asq.org/social-responsibility

The SRO* (Coming May 2013!)www.thesro.org

Quality for Life www.asq.org/qualityforlife

Questions?