The organizers Mats Deleryd, CEO SIQ - the Swedish Institute for Quality, Lars Sörqvist, CEO Sandholm Associates and Henrik Edman, CEO Kvalitetsmässan greets the delegates welcome to Gothenburg and Excellence Summit.
Representatives for EOQ, ASQ, JUSE and SAQ discuss their view of quality on the theme “The future of quality and the quality of future!”.
Tata Business Excellence Model (TBEM) which is fashioned on Malcolm Baldrige National Quality Awards Program of USA has helped in driving change within the Tata group from inside out in the last two decades. TBEM has been conceived to deliver strategic direction and drive business improvements at the Tata group.The main objectives of the Tata business excellence model assessment methodology are to enhance value for all stakeholders and contribute to marketplace success, maximize enterprise-wide effectiveness and capabilities, and deliver organizational and personal learning. The presentation will also cover role of leadership, key success factors and learnings from the Business Excellence Journey.
Sunil Sinha, Resident director of the Middle East and North Africa (MENA) region at the Tata Group.
IBM Watson is a Cognitive System that is creating a new partnership between people and computers that enhances, scales, and accelerates human expertise. With the explosion of devices being added to the internet of things, all generating new sources of data, Watson can include these valuable new data sources and connect that information directly back to its human end user in the form of deep insights and knowledge. Watson has been working with doctors to literally learn healthcare and, in-turn, help advise doctors using deep insights on treatment options and matching for clinical trials. Data from the entire value chain, leaders can make more timely, insightful decisions, as well as optimize value chains to more effectively use resources to deliver the best products and services for their customers.
Elmer Corbin, Global Delivery Excellence Executive IBM Watson Health.
With nanotechnology we can determine what properties a material should have. The technology creates completely unique opportunities for sustainable development in all areas where we use materials. Maria Strömme will provide examples of how to treat cancer better, diagnose diseases before we get symptoms, teach our bodies to rejuvenate themselves, create environmentally friendly and smart packaging, give our clothes completely new features, make patches that determine how wounds should heal and show results from the world's first Grand Prix with nano cars.
Maria Strömme, Professor in nanotechnology at Uppsala University.
A new paradigm shift is rapidly approaching where the drivers for customer satisfaction are changing quickly. Basic product quality is a given expected feature while parameters like service, image and value are becoming more important drivers for customer satisfaction. In the quickly changing business landscape, organizations have to adapt more quickly than before and be agile while still having stable repetitive processes in place. They have to develop their ambidextrous capabilities. A new paradigm is here – “Emergent Quality Management”.
The paradigm shift in customer perception
Jacob Hallencreutz, EPSI Rating Group and Swedish Quality Index.
Why improve something that needs to be rethought, disrupted and replaced? How do you navigate the difficult balance between keeping, improving and replacing? And where does the change to Digital put us humans? Niklas will elaborate on how the current changes enable new models, what it does to existing models and leave the listener with at least some aha-moments and inspiration to embrace new ways of thinking.
Ekaterina Spiridonova, Greg Watson, Business Excellence Solutions, Ltd and Niklas Hedin, founder and CEO of Centiro
We are living in a time where technology has advanced to the point where nothing seems to be impossible anymore. The digital transformation through robotics, location-based technologies, artificial intelligence and big data is at the top of most countries agenda. What are the similarities and what are the differences between these countries? Do they all focus on the same things in their strategies? Having a strategy on governmental level is important, but the most crucial and demanding issue is how to bring the digital solutions closer to the companies and citizens in order to be the digital society you strive for. Welcome to a discussion between persons responsible for the digitalization in the most digitalized countries in the world.
Sandra Särav, Global Affairs Director Government CIO Office Estonia, Nina Nissilä, Chief Digital Officer State Treasury of Finland and Åsa Zetterberg, Government CDO of Sweden.
In September 2015, 193 member countries of the United Nations adopted 17 Sustainable Development Goals, SDGs. These SGDs are now the platform for the global sustainable development. It is now time for quality management to support the sustainable development and improvements in life and future prospects of everyone with the global vision of “No One Left Behind”. A more holistic view on quality needs to be developed further and given a much bigger impact at the highest level. It must become the basis for defining strategy, targets and investments and quality principles and tools need to be introduced in the political and social world.
In a unique study focusing the World State of Quality (WSQ) the status of quality in 110 countries is analyzed using 16 indicators in 10 quality dimensions. The nations are categorized in five different categories, leading, follower, moderate, lagging and beginner. From the national level of quality status – the step is taken to look much closer at the status and development of the quality profession. Given the development of quality – what competencies are needed going forward? Four generic QM-roles are positioned and presented.
Digital technology is reinventing the concept of healthcare, it has already taken over the operations of medical records and it is moving into diagnostics and surgery. Imagine human surgeons are assisted by robotic surgeons who are performing delicate operations guided by nano-boats that provide real-time sensor readings. No, wait – that is already happening today! Wait until you see what the future has in store to change the way the healthcare industry delivers excellence to patients!
What are the future stakeholders? The Brundtland definition points out the stakeholders as People and Planet. Stakeholder needs have to be related to how value is provided in global supply chains but what indicators should be used measuring and driving towards excellent sustainability? Corporations have the responsibility to not harm society or the earth, despite lack of incentives to do so. Wise business-leaders will do well to mitigate harm and thus be future-ready.
Digitalization requires openness and cooperation in order to capture the full potential that digitalization can bring. As the business context and the requirements change – also the leadership needs to change. A value -driven leadership focusing on business value and superior customer experiences is key in order to successfully drive the business transformation where e-services and speed to develop customer solutions, is the key to success.
Anna Granö, Managing Director Hewlett Packard Enterprise Sweden.
Mr. Tom Johnstone, Chairman of Husqvarna Group and former President and CEO of the SKF Group will be reflecting on the topic of sustainability strategies as a platform for excellence and prosperity – Interactive session with the audience.
Tom Johnstone, Chairman of Husqvarna Group.
The Toyota Production System is based on 2 Pillars which are, Jidoka and Just in Time (JIT). Jidoka is "Building in Quality" at the process and JIT is building what is needed, when is needed in the amount needed. Toyota has implemented a process they call for JKK (Jikotei Kanketsu) which means "Building in Quality with Ownership". Ownership is defined in JKK as understand all the "necessary conditions" and "process criteria" so that ZERO defects are passed on. Toyota sees it from the customer's perspective. If a customer has defect on the vehicle that rate becomes 100% for the customer but for the company it may be .001% which doesn't seem too big.
Shinichi Sasaki, Senior Advisor and former Executive Vice President of Toyota Motor Corporation.
Culture is an important element of the leadership and governance processes for executives – yet so often mismanaged or forgotten. But what are the dimensions of a culture driving towards sustainability and how does a successful organization operate in these aspects? Examples from an award-winning innovative manufacturing company which uses lean-principles will be presented. How can an organizational culture driving sustainability and quality be developed over time?
A common belief among those assigned to protecting organizations is that the key to cybersecurity can be found in technology solutions, led by cybersecurity experts. A closer analysis of the everyday challenges facing those working to protect organizations, however, reveals that cybersecurity is, above all, an organizational challenge. Moreover, it is a challenge which like the quality challenges, must be met by all employees and departments, participating in identifying risks and developing solutions.
The increasing urbanization has great resemblance to the life of astronauts in space crafts and on lunar bases. Space research offers great opportunities for finding new innovative solutions that provide more sustainable buildings and cities. A space shuttle or a future lunar base is one of the most sustainable things you can imagine; namely a closed ecosystem! Oxygen, water, food and other consumables must be spared and as far as possible recycled. It is no longer possible to dig where we stand, new thinking is needed to drive development.
Cecilia Hertz, space designer with experience from NASA, founder and CEO of Umbilical Design, and contracted by the European Space Agency ESA as Space Technology Broker for Sweden.
William Troy, a current non-profit enterprise CEO and retired Three-Star General of the United States Army, will explore the model the military uses to create its culture and examine lessons from that model to inform how organizations build a culture of quality. While we hear a great deal about the need to build a culture of quality, the benefits of having a culture of quality, and how quality tools are applied in a culture of quality, little guidance is offered on achieving that culture. Militaries all over the world are remarkably effective in building cultures that reflect their values – but how do they do it? Mr. Troy’s working assumption is that people are people, in uniform or out, and that shaping culture is about shaping human behavior.
William J. Troy, Chief Executive Officer ASQ
The Kano Model has been central in quality management, Lean and Six Sigma for many years. The model helps people to understand and analyze the complexity of customer needs and expectations, an area of highest importance if an organization should be able to deliver good quality and achieve excellence.
During this seminar Dr Noriaki Kano, the founder of the Kano Model, will explain how quality has changed from Conformance to Basic Requirements and Customer Satisfaction to Customer Delight and at the same time become a critical competitive advantage in business. Focus will be on theory of Attractive Quality and the life cycle of Attractive Quality. Dr Kano will also present a case study of Attractive Quality creation.
Noriaki Kano, Educator, lecturer, writer and consultant in the field of quality management.
The methods of Continual Improvement are applicable for maximizing the designed capability of organizational processes and performance. But, what happens if an organization needs to operate beyond its currently designed performance limits? In this case it requires innovation. Innovation is a natural extension of Continual Improvement which focuses on incremental improvement. This presentation presents an integrated way to combine the outputs of the IAQ Continual improvement Model with a compatible structured approach to innovation as a means to organize the design of that create higher levels of competitive organizational performance in the future.
Gregory H. Watson, Past-President and an Honorary Member of the International Academy for Quality.