The automated application of a group support system (GSS) for a quality self-assessment process

Abstract

This paper describes the automated application of a specific group support system (GroupSystems) for quality self-assessment, using measurement standards defined by the European Foundation for Quality Management. For the EFQM internal self-assessment process the people in the department concerned work without the support of trained external assessors. In fact they carry out the assessment process themselves. This self-assessment process leads to action plans for improvement. The paper summarizes the historical development of attempts to improve quality and shows the benefits of a GSS approach. It then describes the automated GSS process, which includes the transfer of the GSS data to spreadsheet software to calculate the final scores. The advantages of this approach are described including the self-teach and self-documentation capabilities. The process for a GSS self-assessment meeting, with an example, is described and analyzed. These results of a GSS self-assessment can be used as input to a balanced scorecard. Application of this process shows a high degree of customer satisfaction. The process naturally extends to the use of distributed meetings in situations where it is not practical for all participants to meet face-to-face.