Proceedings of the 34th Annual Hawaii International Conference on System Sciences (2001)
Jan. 3, 2001 to Jan. 6, 2001
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. In this process, the people in the department concerned 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. The advantages of the automated GSS 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.
A. Weatherall and A. Adams, "The Automated Application of a Group Support System (GSS) for a Quality Self-Assessment Process," Proceedings of the 34th Annual Hawaii International Conference on System Sciences(HICSS), Maui, Hawaii, 2001, pp. 1064.