I. Definition

• In the 1990’s– US: Malcolm Baldrige National Quality Award– In Japan: ??

• In 1995 the JPC-SED– Japan Quality Award

“to support a structure that will create values needed by customers and markets, and that can maintain long-term competitiveness”

• Over ten years: 145 companies have applied• 21 companies have received the award• Award winners are expected to widely

introduce their management activities for three years

• 6 companies, two each from the manufacturing sector, the service sector, and medium/small companies, will be given the JQA. – NEC

– Asahi Breweries

– Chiba-Isumi Golf Club

– Nihon Research Institute

– Yoshida Original Co. Ltd.

– Ricoh

– Fuji Xerox

II. Award Framework

• The Japan Quality Program– core values– measures

• Modeled after the self-assessment theory of the Malcolm Baldrige National Quality Award

Assessment Criteria

• not merely a judging standard

• state-of-the-art framework of the theory and process of management innovation– used to deepen management quality

understanding– self-assessment practice to achieve

management innovation in Japanese business.

Components of the Assessment Criteria

1. Concept• Customer focus

• Individual capability

• Employee oriented

• Public responsibility

2. Core values

Leadership Process

Knowledge Management

Agility

Partnership Social and Environmental

Management by fact

Globalization

Fairness Innovation

Quality

3. Framework

4. Categories, Items, Areas to Address, and Theory of the Assessment Item

• Categories are based on the eleven Core Values. The eight categories consist of 23 items (Assessment Items) that are universally essential to management systems in every organization.

• The Scoring Guidelines indicate six levels of management conditions– “maturity level model.”

Stages in the Award Cycle

• Application• 3 stage review process

– Independent– Consensus– Site visit

• Feedback report• Plan and implement improvements

III. Future Trends and Development

• Seen as being in its developmental stage.

• Needs to be further refined and its impact on the industry magnified.

• Plans to expand the eligibility categories to the following sectors: education, medical and health care, and government or public service.

IV. Real Life Example

Ricoh Global

• Ricoh - Managing for Excellence

V. Exercise

• Think about your own company

• Choose one of the five factors in the JQA framework

• Make a list of what your companies is doing well in that factor and what is not doing so well

• What did you find?

• How can you improve on the things that your company is not doing so well?

• What makes the other list to be good?– Can you apply similar processes to improve

other areas of your company?

VI. Summary

• JQA created to promote the improvement of management quality of Japanese enterprises

• JQA is not administered by government but by industry itself.

• Only manufacturing, service, and small and medium enterprises can apply

• Can be used as a guideline to better understand management quality and to practice self-assessment in order to achieve management innovation

VII. Bibliography

• http://www.jqac.com/Website.nsf/NewMainPageE?OpenPage

• http://www.jpc-sed.or.jp/eng/award/index.html

• http://www.apo-tokyo.org/00e-books/IS-11_GlobalComp/01.summary.global.pdf

• http://www.rei.ricoh.com/download/managing_for_excellence.pdf