INTRODUCTION

This chapter will cover the fundamental of the logic model in management perspective where logical model can be applied in several perspectives either in engineering, mathematics, sciences, and also in management. As far as the scope of discussion is concerned, we are focusing on the management function and the administration of an organization, particularly to execute a particular program or project in the managerial perspective. Then, it will cover the concept of governance on what are the basic meaning behind the purpose of governance and also the elements within the general concept of governance. Then, we will apply the concept of quality, quality management and assurance to the requirement of governance aspect where the monitoring and scrutinizing of quality program effectiveness will be applied.

The selected logical framework analysis model that would be discussed as a basic application to any management contexts. The approach that is going to be applied in this chapter is related to the milestone or the evidence of achievement of a particular management program and in this case, the quality management program in the higher education context. Then, we will relate the logical framework analysis model to the concept of quality governance where it is being used as the tools to ensure that the quality management objectives can be achieved. In a broader perspective, this chapter will discuss about the contribution or the impact of quality management with the support of the element of governance to the mankind into the stakeholders of the organization and other related parties.

THE LOGIC MANAGEMENT MODEL

In general, the goal of understanding the logic model is to identify, specify and clarify the overall aim or the intended results and impact of a particular program, project or quality management initiatives. The first part of the logic management model is the requirement of the resources of which is usually called as input and that is located and dedicated for a particular program. So, in this case, we will discuss about the required resources for any quality management program, including the materials, the tools and techniques, the equipment, and also the role of people in taking a particular quality management program.

The second aspect of the logic management model is the activities within a particular process of a program or in management aspect, it is related to transformational process activities. The specified activities are those relevant task and involvement that is required to be used at particular product. Then, the output of those activities is considered the end product which is the measurable merchandise that is produced at the end of a particular activities or in manufacturing activities. The products are the end merchandise of a particular transformational process or in a service delivery program, where the output are the results of the completion of a particular service delivery activity. Finally, in a logic management model, the element of outcome is to be specified generally it is about the benefits that the client or the customer going to gain from the product produced or the service rendered. The benefit to the communities and the general society from the management activities and also the outcome of a particular logic management model will also involve the entities participating in a particular organization which are the employee or the internal customer, and also the management of the organization. The relationship between the logic process is shown in the Figure 6.1.

Figure 6.1: The Logic Management Model

The logic model can be applied in a simple form using “if-then” statement. To start a particular program or initiative including quality management project, basically before it starts, the resources be made available or allocated by the management. If we can get access to the required resources and utilize them to the specified process design, then only the transformational process and activities can be completed. If the processes are completed and the expected end of activities are accomplished, then only we can see the final product being produced or the service has been completely delivered as promised to the customer. Finally, if the products are being produced according to the specified design or the service was delivered according to the promise as the process design is shared with the customer, then only the quality of the product can be assured. The benefit that the client will get from the services and consequently the community and the organizational members will enjoy the outcome of the overall activities.

Figure 6.2: The Logic Model: A Series of “If-Then” Statements

QUALITY GOVERNANCE

In a quality management perspective, the concept of governance can be defined as the element of steering and monitoring of quality management systems implementation so that it would move on the right direction to achieve its expected and intended objectives and goals. The quality management objectives are being set by the top management and therefore the quality management implementation has to be monitored throughout the process so that the ultimate results can be achieved according to what is it required by the stakeholders of the organization.

The basic element of governance should cover the five main concept which are the accountability, participation, transparency, equitable and rule of law as illustrated in Figure 6.3.

Figure 6.3: Basic Elements of Governance

The aspects of accountability, the element of governance will ensure that every activity and decision made within every activity in implementing in a particular organization, including in implementing the quality management program has to be answerable.  Therefore, the elements of integrity and responsibility has to be taken into account to make sure that the final quality management program results and objectives can be achieved.

The second element of governance is the participation which require the parties involved in every organizational activity has to play a role to make sure that the quality management programmes are being implemented according to what has been planned. The representation of the parties involves to ensure well distributed representation and participation of every entity involves with the quality program and the parties or the representation of the stakeholders to make sure that the overall perspectives of the activities are being monitored based on the right representation of every entity involved.

The element of transparency is very important in governance where the fundamental activities of communication, information sharing, and dissemination of right and truth information are circulated to every relevant parties. The element of transparencies also will encourage the activities of self tech by the relevant parties to make sure that the activity of governance is happening throughout the organization either it is being designed as a formal or informal activity.

The requirement of equitable in organizational management including the quality assurance activities is crucial to make sure that every party involved and concern are satisfied and being treated tally throughout the organizational management including the running of quality management program. The final element of the requirement of governance is the rule of law. This is important to make sure that the overall organization activities including the quality management initiatives are being controlled and monitored based on the formal documentation, specific procedure that has been mutual decide by all parties, the work or job guidelines and work manual that been specified to make sure that every task and activity are being designed according to the required process.

The rule of law should include the element of moral and ethics in ensuring that the organization activities does not defy the interests of the stakeholder. In general, the element of governance, should be put together to make sure that the activities of steering and monitoring of the organizational activities are being scrutinized and examined to ensure that the expected objectives can be achieved and the ultimate goal of strategic quality management can be accomplished.

RELATING QUALITY GOVERNANCE IN THE LFA CONTINUAL MILESTONES

The specific logical framework analysis which is based on specific milestone in quality management can be specified into certain check points to make sure that the progressions of the quality management are following a specific requirement of logical expectation in organizational management objectives. Fundamentally or basically the requirement of the input of core resources that being processed to transform the input into specified output. Based on the product produced or service delivered, it should be evaluated based on the immediate impact or in other words, the quality of output that being produced. Beyond the immediate impact, we will evaluate the outcome or the broad benefit and advantages of a particular program to the stakeholders, including the internal and external customer, the society and the country as a whole. The continual progression based on the milestone of achievement in the quality program is shown in the Figure 6.4.

In long term impact, we should see that the quality management program should be governed so that it would achieve a sustainable and everlasting impact or the benefit of the community, society and the country as a whole. Based on the input aspects of the quality governance, the management of the input will start from the vision and mission of a particular organization to determine the resources required for any particular strategic program or quality management activities. In quality management perspective, quality input management is to ensure the materials and other resources have fulfill the specified standard and condition.

Figure 6.4: Logical (Milestones) Framework Analysis in Quality Governance

The knowledge, and know-how about the process has to be in placed to make sure that the activities can be done according to the activities that being designed to produce a particular output, the infrastructure and facilities be made available to make sure that the activities are ready to be started. The policy, procedures and guidelines need to be specified clearly before any activities can be started. The organizational design and structure need to be determined as part of the management policy to determine the nature or the management style of a particular organization. Beyond the organization, is the network or the relevant parties that is going to get involved to any organizational activities including the entities involved in ensuring the quality management objectives can be achieved in the particular production process or service delivery.

Figure 6.5: Input Management for Quality Governance

The significant involvement of quality governance in the transformational process, the tools and techniques need to be in place to make sure that the process can be started and the activities can progress from one activity to another activities, or from one work unit to another work unit until the end of the process. The quality initiative including the quality control and assurance has to be in place within every activity involved within the process.

The customer charter can be determined to make sure that the product produce is according to what the customer requirement and also the services are being delivered according to the quality promised that being made before the customer decided to accept or purchase the products or services. The benchmarking activities can be happening throughout the process to make sure that the best practice activities in management program can be implemented.

Quality management system (QMS) either it is based on the accredited criteria or any specific management style of an organization design should be part of the process so that every activity can be monitored as what is it required within the criteria or standards that have been specified. The quality working condition or ensuring the quality of work-life within an organization is also important to make sure the process of quality management program can run smoothly as expected.

The concept of continuous improvement or kaizen including the internal quality assurance activities are also important to make sure the processes are very efficient, cost effective and minimum errors, defects and wastages can be assured. The monitoring tools of quality control technique or using the statistical process control (SPC) should be applied accordingly. When we are talking about the output aspects of quality governance, the element of productivity or the quality aspects of any production activities supposed to be ensured. The element of performance monitoring over every activity involved in quality management program should be based on the financial results. The profitability ratio and costing of a particular production and also the monitoring of financial expenditure of every business activity supposed to be specified.

Figure 6.6: Process for Quality Governance

Another entity of production performance indicators is the cycle time. The minimum the cycle time, the lesser will be the cost incurred especially on the perspective of the costs involved or the resources involved within the process. The lean operation can be seen in the result of a particular quality management program where the level of wastages is being lowered and ensured to the minimum level or signal. Seamless process is supposed to be one of the quality management objectives within a particular production process and also service delivered.

Another element of quality output that's supposed to be governed is the level of customers satisfaction in the case of higher education context, the customer satisfaction which by ensuring the quality of teaching and academic program should fulfilled the expectation of the customer and other stakeholders. In a particular quality management program, the quality management objectives supposed to be focusing on the production and minimalizing the level of errors, the amounts of defects, the quantity of rejections, the number of complaints that being received throughout the process supposed to be monitored. Therefore, the quality management objectives of a particular process supposed to be focused on reducing the number of complaints into reduce the number of rejections or product returned.

Figure 6.7: Output Management for Quality Governance

The immediate impact of any organizational activities can be seen from the percentage of business growth or the expansion of business activities. The indicators of management objectives or the quality management performance can be based on the percentage or the size of customer market base. The bigger the size of customer base, the more that the business activities have a quite competitive advantage. The amount of cost reduction can be one of the main indicators resulted from the quality management program either through the lean management process or the kaizen approach. The new product development or the increase in product variety supposed to be one of the indicators of immediate quality management impact. In higher education perspective, the increase number of new programs offered in the market can be an indicator of further expansion of business activities.

The level of employee skills and capabilities can be an important indicator that the impact of quality management program has been achieved. In higher education context, employee development is determined by the competencies of the academic staffs in delivering the teaching and learning activities and also the performance of the administrator’s staff to make sure that an admission service of a particular management of academic program are being reported. The optimization use of resources can be the indicators of quality management achievement and it can be monitored in terms of the amount of resources that are being used to the right and relevant activities to increase the level of productivity with the minimum use of the available resources.

Figure 6.8: Immediate Impact for Quality Governance

So, finally we want to talk about the outcome realization of a particular quality management program can be evaluated based on the reputation building and perception of the stakeholders towards the organization. The increasing number of talents pools is also an indicator of the outcome realization in quality management program where the goals of the business activities is supported by the availability of competent staff to deliver or to execute a particular quality management program.

Beyond customer’s satisfaction and the customer loyalty, the benefit of customer loyalty to a particular business activity will ensure and establish customer base and platform to protect the level of sales and revenue. The product brand image can also be an indicator of the outcome of a particular organizational activity. In higher education context, every program that being offered within a particular discipline and the initiative taken to continuous improvement the quality of the program will enhance the brand image of a particular program when competitive advantage between other higher education institution offering the same program.

The element of business intelligence can also be achieved where every customer's complaint can be addressed to solve the problem or issues regarding the product or the service delivery. The element of integrity and the accomplishment of task responsibility can be the important outcome realization of a particular quality governance activities. The employee engagement has been always important to make sure that every activity of a manufacturing activities and services delivery can be delivered by the competent and loyal staff.

Value creation on a particular product innovation is also very useful to make sure that the customers are being given variety of choices to start or continue business activities with the organization. In higher education context, the value creation is determined by the amount of fees charged to the customer and the learning experience that are being gained by the customers.

Figure 6.9: Outcome Realization for Quality Governance

Therefore, the fundamental aspect of the logical framework analysis in quality governance in the end of the day are being monitored and scrutinized by an effective management of information system and will efficiently process of knowledge management. This is to ensure that factual information shall correct and reliable are being shared throughout the organization activities and the people at all levels of the organizational activities.

The quality of information that being shared will ensure that the right decision-making is being made to ensure the quality management activities can be implemented according to the plan. In higher education context, the management of every information system will ensure an effective management process of either service delivery or quality of academic program and also to make sure that the application of the required technology will increase the efficiency and effectiveness of a particular organizational activities.

Figure 6.10: Logical Framework Analysis in Quality Governance

Finally, the contributions of quality governance to mankind are the human development organization, where every employee and workforce involved in organizational activities supposed to develop their knowledge, skills and attitudes towards producing higher level of productivity with the assured level of quality product and services. In the aspect of organizational development, the higher quality standard, establish brand image reputation and sustainable performance results will guarantee the organization excels and to grow according to their strategic vision and mission.

The quality culture can be developed within the organization where every organization member including the top management, middle managers, and also the operational workers have a very strong belief in quality management and its benefits. The quality initiative activities are happening throughout the organization and the visible quality concern can deliver in everyone within the organization either internally or being demonstrated explicitly. The spill over benefits of quality management is to improve the quality of products and services that is made available to the customer and the entire society and community either they are directly or indirectly involved or affected within organizational activities.

In high education and academic industry, the quality governance will ensure the social development of a particular community can also being seen. Beyond physical and financial benefit of the quality management program, the quality governance will enhance the spiritual development or the attitudes towards religiosity or the organizational members. The stronger the spiritual development, the higher will be the level of integrity and accountability within an organization. Finally, quality governance will ensure a quality of life of everyone involved within the business activities including the internal and external customers on the aspect of quality of working life and also the personal life of every individual involved.

QUALITY GOVERNANCE USING LOGICAL FRAMEWORK ANALYSIS (LFA)

INTRODUCTION

This chapter will cover the fundamental of the logic model in management perspective where logical model can be applied in several perspectives either in engineering, mathematics, sciences, and also in management. As far as the scope of discussion is concerned, we are focusing on the management function and the administration of an organization, particularly to execute a particular program or project in the managerial perspective. Then, it will cover the concept of governance on what are the basic meaning behind the purpose of governance and also the elements within the general concept of governance. Then, we will apply the concept of quality, quality management and assurance to the requirement of governance aspect where the monitoring and scrutinizing of quality program effectiveness will be applied.

The selected logical framework analysis model that would be discussed as a basic application to any management contexts. The approach that is going to be applied in this chapter is related to the milestone or the evidence of achievement of a particular management program and in this case, the quality management program in the higher education context. Then, we will relate the logical framework analysis model to the concept of quality governance where it is being used as the tools to ensure that the quality management objectives can be achieved. In a broader perspective, this chapter will discuss about the contribution or the impact of quality management with the support of the element of governance to the mankind into the stakeholders of the organization and other related parties.