Quality Management Systems Case Studies:

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• Quality Management Systems Case Studies
• The Caribbean Experience.

by
Errol F. Samuel Doctoral Fellow and PhD Candidate
(ABD) Technology Systems Department Bowling
Green State University Dr. John W.
Sinn Professor Technology Systems
Department Bowling Green State University
National Industrial Technology
Convention Nashville, Tennessee November 21, 2003.
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INTRODUCTION

• At this time, the world is witnessing an
  unprecedented thrust to trade liberalization and
  globalization of markets.

Most developing countries now realize that in
order to prosper in the present economic
situation they need to implement more
international standards for management systems
such as ISO 9000 and ISO 14000 and participate in
internationally conformity assessment
arrangements.
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INTRODUCTION

• Though developing countries may see the need in
  the development of strong standards and
  conformity assessment infrastructure, in reality,
  the ISOs statistics suggest that this is not
  happening.

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INTRODUCTION

• This presentation will

• Examine Caribbean Standard Initiatives.
• Explore two Case Studies one national one
  regional.
• Provide observations and conclusions.
• Discuss a proposed Quality Management System
  Model.

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Caribbean Standards Initiatives

• The countries of the Caribbean that make up the
  Caribbean Common Market (CARICOM) include Antigua
  and Barbuda, the Bahamas, Barbados, Belize,
  Bermuda, Dominica, Grenada, Guyana, Jamaica,
  Montserrat, St. Kitts and Nevis, St. Lucia, St.
  Vincent and the Grenadines, and Trinidad and
  Tobago.

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Caribbean Standards Initiatives

• The Caribbean Common Market Standards Council
  (CCMSC) was set up in 1976 to advise the Council
  of Ministers (now Council for Trade and Economic
  Development COTED) of the Caribbean Community
  on matters relating to Standards and Technical
  Regulations.

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Caribbean Standards Initiatives

• The Bureau of Standards

• Are statutory bodies established by acts of
  governments.
• Develop and enforce technical regulations for
  commodities and safety practices.
• Ensures industrial efficiency and development.
• Promulgate, promote and implement standards.
• Promote quality systems in the production and
  importation of goods and services.

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CASE STUDY Antigua-Barbuda Initiative

• Cable Wireless (Antigua) Ltd sort and received
  ISO 9000 certification in 1998.
• The Customer Service Center (CSC) received a
  three year ANSI/ISO/ASQC Q9000-1994 Model for
  Quality Assurance in Production, Installation and
  Service.

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CASE STUDY Antigua-Barbuda Initiative

• The company sort ISO certification in its effort
  of attracting International Business Corporations
  for its products including
• International Financial Services.
• Internet Gaming.
• Telephone 800 Toll Free Services.
• Internet and Data Services.

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CASE STUDY Antigua-Barbuda Initiative

• The process expanded the duration of two years
  and cost approximately US 200,000.
• The company was however able to maintain
  certification for two years.
• This was due to external and internal forces.

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CASE STUDY Regional Initiative Quality
Tourism for the Caribbean (QTC).

• The Quality Tourism for the Caribbean (QTC) is a
  joint venture between
• The Caribbean Alliance for Sustainable Tourism
  (CAST).
• The environmental regional subsidiary for the
  Caribbean Hotel Association (CHA).
• The Caribbean Epidemiology Centre (CAREC), a
  specialized agency of the Pan American Health
  Organization (PAHO)/World Health Organization
  (WHO).

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CASE STUDY Regional Initiative Quality
Tourism for the Caribbean (QTC).

• The program seeks to strengthen the overall
  quality and competitiveness of the tourism
  industry in the Caribbean through the
  establishment and promotion of quality standards
  and systems designed to ensure healthy, safe and
  environmentally conscious products and services.

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CASE STUDY Regional Initiative Quality
Tourism for the Caribbean (QTC).
Results and follow-up

• The QTC standards are very comprehensive and deal
  primarily with infrastructural quality
  management.
• The development of the standards constitutes a
  three-year program whose purpose is to strengthen
  the overall quality and competitiveness of the
  tourism industry in the Caribbean.

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CASE STUDY Regional Initiative Quality
Tourism for the Caribbean (QTC).
The implementation stage (outstanding) includes

• To make these quality standards the benchmark by
  all practicing tourism establishments in the
  region.
• Identifying or developing a third party
  independent agency to assess, monitor and grant
  QTC certification.

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Observations and Conclusions

• ISO 9000, 14000 and other international quality
  standards are prohibitive to developing countries
  at this time in their industrial, economic, and
  social development. This is especially acute in
  the countries in Latin America and the Caribbean.

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Observations and Conclusions

• The two case studies illustrate the experiences
  and challenges that developing countries
  encounter as they sort to conform and establish
  quality management standards that are required
  for continual existence and competition in the
  global market place.

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PROPOSED QUALITY MANAGEMENT SYSTEM MODEL
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References

• Cable Wireless Antigua and Barbuda. InsideInfo,
  August1998 Volume 3 Issue 9.
• Cable Wireless Antigua and Barbuda. InsideInfo,
  November 1998 Volume 3 Issue 9.
• International Organization for Standardization.
  Retrieve February 28, 2003 from
  http//www.iso.ch/iso/en/ISOOnline.openerpage.
• International Standard ISO 14000, Quality
  Network. . Retrieve February 28, 2003 from
  http//www.quality.co.uk/iso14000.htmgendescript.
  
• Hutchinson, G. (1998). The needs of developing
  countries in the area of standardization. ISO
  Bulletin 12 (10).
• Quality Systems Model for quality assurance in
  production, installation, and servicing American
  National Standard, ANSI/ISO/ASQC/ Q9002-1994,
  American Society for Quality Control Approved on
  July 19, 1994.
• QTC 1012001 QTC 1062001. Quality Tourism for
  the Caribbean, 2001.
• The Antigua and Barbuda Bureau Standards Info,
  1999.

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• THANK
• YOU