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Building a Thriving and Sustainable Future
through a National Quality Strategy:Inspirations from Best Practices around the World
PROFESSOR MOHAMED ZAIRI
JURAN CHAIR IN TQMEXECUTIVE CHAIRMAN ECBPM
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What is The Purpose of a NQS
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Real Purpose of NQS?
Enabling theRealization of
Vision 2020?
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Real Purpose of NQS?
BoostingCompetitiveness
of KSA
Organisations?
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Real Purpose of NQS?
Improving
QualityStandards for
products andservices
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Real Purpose of NQS?
Supporting theDrive for
Organizational
Excellence
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Real Purpose of NQS?
Providingsupport for
HumanDevelopment for
the Applicationof QualityPrinciples
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Real Purpose of NQS?
Supporting aKnowledge and
Innovation
Based Economy
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Real Purpose of NQS?
Creating aConscious and
EnlightenedSociety on the
Virtues of Quality andExcellence
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Real Purpose of NQS?
All of thementioned
reasons and
much more….
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THE NATIONAL QUALITY STRATEGY KEY PILLARS FOR ITS SUCCESS
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VISION
FOUNDATION
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Infrastructure
Enablement
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S T R A T E G I C P E R F O R M
A N C E
O U T C O M E S Productivity Quality Efficiency Service
KPI 1 KPI 2 KPI 3 KPI 4 KPI 5 ...KPI n
National Performance Standards
C O M P E T I T I V E
I M P A C T
WEF Global Competitiveness Report
IMD World Competitiveness Yearbook
WB Doing business
International Competitive Standards
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NQS Deployment Process
Achieving a World
Class Standard
Culture of Optimisation
& Cultural Improvement
Culture of Excellence
(KAQA)
Culture of
Performance Impact
Empower Engage Enable EnrichEnhance
WEF Global Competitiveness Report
IMD World Competitiveness Yearbook
WB Doing business
Control
Catalyst
Compliance
Contriver
N Q S V a l u
e D e l i v e r y P r o c e s s
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NQS Value Delivery Process
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Compliance
Control
Catalyst
Contriver
Transformational
Thinking
Best Practice
Innovative Thinking
Suitable Solution
Thinking
Audit Mentality
B
e l o w t h e L i n e
A b o v e t h e L i n e
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Compliance
Control
Catalyst
Contriver
Transformational Thinking
Best Practice
Innovative Thinking
Suitable Solution
Thinking
Audit Mentality
Inspire Initiate Innovate Impact Integrate
I m p a c t F a c t o r
Performance Focus
“New
Innovative
Thinking”
“Best
Practices”
“Change &
Reengineer” “Raise
Superiority
Standards”
“Transform
the Culture”
0 100
C 2
Centric Strategy
C 2
Centric Value
Competitiveness
Impact
Define Design Develop DeliverDetermin
e
I m p a c t F a
c t o r
Performance Focus
“What the
needs are?” “What are the
requirements”
“Appropriate
Solutions” “Quality
Service”
“Consistency
& Reliability of
Provisions”
0 100
Capability Development
Casualness Prevention
Confidence Building
Commitment Boosting
C 2
Advocacy
B
e l o w t h e L i n e
A b o
v e t h e L i n e
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Compliance
0100
25 7550
0100
2575
50
0
100
25
75
50
0
100
25
75
50
KPI
Focus
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Control
Standard
Focus
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Catalyst
Strategic Imperative
Where do weneed to get
to?
What weneed to
improve?
How do
wechoosethe bestoption?
How dowe
improve?
Are wemaking
progress?
How dowemaintainthe gain?
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Contriver
Ideation
Exploration
Innovation
Imagination Continuation
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Compliance
Control
Catalyst
Contriver
Transformational Thinking
Best Practice
Innovative Thinking
Suitable Solution
Thinking
Audit Mentality
Co-creation Benchmarking Learning
KnowledgeTransfer
Inventing Developing
B e l o w t h e L i n e
A b o v e t h e L i n e
Designing Steering Mentoring Supporting
Engaging Facilitating Enriching Validating
Monitoring Improving Optimising
Guiding Controlling
Formulating Developing Documenting
Instructing Controlling Evaluating
Change
Evolution
Process
Steering and
Nudging
Momentum
Decentralised
Local Ownership
Centralised
ownership
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Five Key Strategic Perspectives
Customer
“Satisfied & DelightedCustomers”
People
“Motivated & Well preparedWorkforce”
Finances
“Satisfied key Stakeholders”
Internal Processes
“Effective & RobustProcesses”
Competitiveness
“World Class SustainablePerformance”
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NQS Deployment Process
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NQS MUST adopt a
Customer Centric
Approach
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Empower
To transfer knowledge andknow how to the various
sectors of the economy ina supportive manner so
that they canindependently make
decisions that affect theirdestiny and manages theiroperations independently.
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Engage
To provide all sectors of theeconomy with the
opportunity to have aninput and influence future
initiatives or changeprograms that will affectthem significantly. To also
tap into their huge reservoir
of knowledge andexperience in driving
transformational thinkingwithin the KSA.
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Enable
• To provide meaningfulsolutions by designing,developing and transferringcapability building and bestpractice thinking at the heart
of the various sectors of theSaudi economy. To ensure thatpositive and qualityinterventions and solution-based actions coming throughthe National Quality Strategy
can be implemented andintegrated in the mainactivities of individual sectors.
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Enhance
To ensure that the NQSacts as a Catalyst infuelling performance
at all levels amongst all
key sectors.
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Enrich
To ensure that the NQSacts as a contriving
force capable of
injecting new thinkingand pioneering ideas formodernizing KSA
Government and helpingraise standards and
practices amongst thevarious key sectors of the Saudi economy.
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THE NATIONAL QUALITY STRATEGY HOW TO ASSESS ITS IMPACT?
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How do we continue our
quest for advancement and
pursuing of excellence?
How is Quality supporting
vision 2020?
Are we raising standards
and improving quality ?
How distinctive in our
approach have we become?
How do customers/
stakeholders feelabout services in
KSA?
How confident do
we feel about our
competitiveness?
PMO’sVision
KSAVision
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Main Rankings of International
Competitiveness• WEF Global
Competitiveness Report
• IMD World
Competitiveness
Yearbook
• WB Doing business
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Sources of Ranking Systems
• Global CompetitivenessReport, World EconomicForum
• OECD Science, Technology
and Industry Scoreboard2005 - Towards aknowledge-based economy,
• The World CompetitivenessYearbook, Institute forManagement Development,Lausanne
• World Bank Doing Business
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IMD World Competitiveness
Yearbook • The IMD World Competitiveness Yearbook
(WCY) is the world’s most thorough and
comprehensive annual report on the
competitiveness of nations, published
without interruption since 1989.
• WCY analyzes and ranks the ability of
nations to create and maintain an
environment that sustains the
competitiveness of enterprises.
• An economy’s competitiveness cannot be
reduced only to GDP and productivity
because enterprises must also cope with
political, social and cultural dimensions.• Therefore nations need to provide an
environment that has the most efficient
structure, institutions and policies that
encourage the competitiveness of
enterprises.
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WCY Principles
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WCY Criteria
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WEF Global Competitiveness Report
(GCR)• At the World Economic Forum national competitiveness is
understood as the set of factors, policies and institutionsthat determine the level of productivity of a country.
• Raising productivity—meaning making better use of available factors and resources—is the driving force behindthe rates of return on investment which, in turn, determinethe aggregate growth rates of an economy.
• Thus, a more competitive economy will be one which willlikely grow faster in a medium to long-term perspective.
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GCR – Foundations of
Competitiveness
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THREEWORLD BANK
DOING BUSINESS
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About Doing Business
• DB provides objective measures of business regulations andtheir enforcement across 183 economies and selected citiesat the subnational and regional level.
• DB, launched in 2002, looks at domestic small and medium-
size companies and measures the regulations applying tothem through their life cycle.
• By comparing business regulation environments acrosseconomies and over time, DB: – encourages countries to compete towards more efficient
regulation; – offers measurable benchmarks for reform; and
– serves as a resource for academics, journalists, private sectorresearchers and others interested in the business climate of each country.
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About DB
• The first DB report, published in 2003, covered 5indicator sets and 133 economies.
• The 2010 report covers 11 indicator sets and 183economies.
•
The initial goal remains: to provide an objectivebasis for understanding and improving theregulatory environment for business around theworld.
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Permutation Renewal & Constant Government Re-invention
PositioningReaching Desired Status
( Vision 2020)
Progression Sustainable Performance
PropellingInjection of
Transformational Thinking
PioneeringBoost & Catalyst Mindset
for Driving Vision 2020
The Quality Fuelled Rocket Principle
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“The secret to
success isconstancy topurpose.”
Benjamin Disraeli
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The Best Way
to Predict theFuture is toCreate It
Abraham Lincoln
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“Success is a journey, not adestination.
The doing isoften more
important thanthe outcome”
Arthur Ash
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“The journey
of a thousandmiles beginswith one step.”
Lao Tzu