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IMPLEMENTATION STRATEGY OF TOTAL QUALITY MANAGEMENT

November 2017

Contents

INTRODUCTION 3

Mission 3

Vision 3

European Statistics Code of Practice 4

Total Quality Management - TQM 5

INTRODUCTION

Quality has always been one of the obvious ESS recommendations for statistics office, although the notion of 'quality' has changed over the years. INSTAT, in terms of commitment to quality and quality improvement is focused in every quality aspect related to statistical processes and statistical products, keeping in mind the continuous developments in this area. Availability of high-quality and timely statistical information is necessary for the development and monitoring of specific policies, particularly in relation to their impact and the fulfilment of their objectives.

INSTAT is committed to ensure the highest quality with respect to the compilation of statistics. In accordance with the Statistics Law, INSTAT use statistical methods and processes in compliance with internationally recognized scientific principles and standards; conduct ongoing analyses of the statistics with a view to quality improvements and ensure that statistics are as up-to-date. In performing its tasks it follows the general principles of quality management from the European Statistics Code of Practice.

With the adoption of the European Statistics Code of Practice and monitoring its fulfilment, there is a need for the INSTAT to prepare total quality management strategy with a real action plan to be followed.

Mission

INSTAT's mission is to provide transparent, neutral and timely statistics that help the user to judge on the developments of the transformation processes within the country.

Vision

As only used statistics are useful statistics, INSTAT strives to become the major source of statistical information providing decisions makers, research and education in Albania as well as in the international community with relevant, reliable and comparable statistical information. With a learning attitude and systematic network for marketing and disseminating statistical information making use of modern networking structures and information technology.

European Statistics Code of Practice[1]

Ensuring high data quality is one of the main functions of the European Statistical System (ESS). In 2005, the European Commission released the European Statistics Code of which have in a total 15 principles.

The Code of Practice defines the quality assurance guidelines regarding the institutional framework of statistics production, the statistical processes and the statistical products. This is to ensure that official statistics are produced according to recognised scientific methods and free from external influence in all Member States.

The objective within the ESS system is not only to ensure that the data produced are statistically relevant, timely and accurate but also to ensure that they are in accordance with the principles of professional independence, impartiality and objectivity. The set of indicators of good practice for each of the 15 principles provides a reference for measuring and implementing the Code. The ESSC adopted the revised Code on 28 September 2011.

Total Quality Management - TQM

During the year 2016-2017 INSTAT have started many activities regarding quality management framework in order to improve compliance with principle 4 of the Code of Practice on quality commitment (Eurostat, 2005). INSTAT have study different models and experiences in EU Member States like as: TQM, ISO 9001, EFQM Excellence Model and the Balanced Scorecard and have decided to use Total Quality Management - TQM, since it is a model that offers a high degree of flexibility, and since other statistical offices use[2].

In order to establish the highest quality level, the INSTAT has set up a management model in accordance with the Total Quality Management – TQM principles. This is a comprehensive document about the TQM that deals with quality throughout the entire INSTAT organizational structure.

The basis for preparing the total quality management strategy is the definition of the five principles within the framework of which INSTAT develops the field of quality. Principles and main goals of INSTAT according to TQM are as follows:

1. Good quality of statistical processes and products

2. Satisfied users with official statistics

3. Reduce the burden of respondents

4. Improve effectiveness of statistical processes

5. Training and knowledge management

While TQM is developed in its first form in INSTAT, it is still part of a development process, with the aim for it to be continuously improved. The INSTAT uses the standard documentation prepared in accordance with the Eurostat recommendations. By adoption this documents, which is based on the multidimensional concept of quality with EU standards (such as relevance, accuracy, comparability, timeliness and punctuality, accessibility and clarity, and coherence,) the basic framework for the ongoing internal and external evaluation of statistical processes and statistical products of good quality is also created.

Further on the document are presents each of the five principles with objectives which follow the principles of the European Statistics Code of Practice. Each objective is composed of:

• Indicators important for monitoring the implementation of the objective

• Activities that will be necessary for implementing the objective.

TOTAL QUALITY MANAGEMENT (TQM)

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[1]

[2] Example: Austria, Slovenia. Croatia

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1. GOOD QUALITY OF STATISTICAL PROCESSES AND PRODUCTS

1. Monitor quality in statistical production

2. Quality reporting

1.3 Introduce pilot phases for quality management

2. SATISFIED USERS WITH OFFICIAL STATISTICS

2.1 Develop relationships with users (regular monitoring of user needs)

2.2 Monitor user satisfaction

2.3 Set up metadata management system

2.4 Use of modern dissemination tools based on user needs

3. REDUCE THE BURDEN OF RESPONDENTS

3.1 Increase the use of administrative data

3.2 Equally distribute response burden

4. IMPROVE EFFECTIVENESS OF STATISTICAL PROCESSES

4.1 Optimise statistical processes

4.2 Set up and plan controlling instruments

5. TRAINING AND KNOWLEDGE MANAGMENT

5.1 Train staff continuously

5.2 Monitor INSTAT staff satisfaction

5.3 Improve internal communication

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