IMPLEMENTATION OF AN ISO - BASED PLAN-DO-CHECK-ACT CYCLE IN STATISTICS LITHUANIA

1. IMPLEMENTATION OF AN ISO-BASED PLAN-DO-CHECK-ACT CYCLE IN STATISTICS LITHUANIA DAIVA JURELEVIČIENĖ, BRONISLAVA KAMINSKIENĖ, LAURA LUKŠAITĖ, STATISTICS LITHUANIA European Conference on Quality in Official Statistics

2. OUTLINE • WHY SYSTEMATIC QUALITY MANAGEMENT IS ESSENTIAL? • PLAN-DO-CHECK-ACT CYCLE IN STATISTICS LITHUANIA • PROCESSES AT STATISTICS LITHUANIA • MANAGEMENT RESPONSIBILITY • RESOURCE MANAGEMENT • PRODUCTION OF STATISTICS AND USER SERVICE • MEASUREMENT,ANALYSIS AND IMPROVEMENT • SOME EXAMPLES OF IMPLEMENTED IMPROVEMENTS European Conference on Quality in Official Statistics

3. WHY SYSTEMATIC QUALITY MANAGEMENT IS ESSENTIAL? • TO SET CLEAR VALUES ACROSS THE INSTITUTION • TO ESTABLISH AN EFFECTIVE MANAGEMENT SYSTEM • TO MOTIVATE THE STAFF AND TO DEVELOP THE QUALITY CULTURE • TO ASSURE CONTINUOUS IMPROVEMENTS European Conference on Quality in Official Statistics

4. Senior Management Committee meetings; decisions on further improvements Identification of user needs; identification of thequality policy; quality objectives ACT PLAN Monitoring of implementation of annual work plans; assessment of relevance of quality objectives; analysis of process and product quality CHECK DO Resource allocation; production of statistics and user service PLAN-DO-CHECK-ACT CYCLE AT STATISTICS LITHUANIA European Conference on Quality in Official Statistics

5. PROCESSES AT STATISTICS LITHUANIA European Conference on Quality in Official Statistics

6. MANAGEMENT RESPONSIBILITY • DEFINITION OF THE STRATEGY OF STATISTICS LITHUANIA • IDENTIFICATION OF QUALITY POLICY AND QUALITY OBJECTIVES • CLEAR DEFINITION AND DISTRIBUTION OF RESPONSIBILITIES • SETTING UP EFFECTIVE COMMUNICATION ACROSS STATISTICS LITHUANIA European Conference on Quality in Official Statistics

7. Quality Management Unit TOP MANAGEMENT Senior Management Committee USER SERVICE Public Relations Division Statistical Information Dissemination Division STATISTICAL PRODUCTION Methodology and Quality Division Process managers n-th survey manager ... 2nd survey manager 1st survey manager SUPPORTING PROCESSES DISTRIBUTION OF RESPONSIBILITIES European Conference on Quality in Official Statistics

8. RESOURCE MANAGEMENT • PROCEDURES FOR RESOURCE PLANNING AND ALLOCATION • EFFECTIVE MANAGEMENT OF THE INFRASTRUCTURE AND WORKING CONDITIONS European Conference on Quality in Official Statistics

9. HUMAN RESOURCE MANAGEMENT • REGULAR PERFORMANCE APPRAISAL OF EMPLOYEES • SURVEY ON STAFF COMPETENCES • ASSESSMENT OF EFFECTIVENESS OF TRAINING • STAFF SATISFACTION SURVEYS European Conference on Quality in Official Statistics

10. PRODUCTION OF STATISTICS • A SYSTEM FOR THE ANALYSIS OF USER NEEDS AND THEIR INTEGRATION INTO WORK PLANS • REGULAR REVIEW OF THE EFFECTIVENESS OF THE PROCESS FRAMEWORK European Conference on Quality in Official Statistics

11. USER SERVICE • STRONG FOCUS ON STRENGTHENING RELATIONSHIPS WITH USERS • PROVIDING USERS WITH DIFFERENT POSSIBILITIES TO PROVIDE INFORMATION ON THEIR NEEDS European Conference on Quality in Official Statistics

12. MEASUREMENT,ANALYSIS AND IMPROVEMENT TOOLS: • EFQM SELF-ASSESSMENT • QUALITY MANAGEMENT AUDITS • MANAGEMENT OF USER COMPLAINTS AND NON-CONFORMITIES PRODUCTION OF STATISTICS • QUALITY INDICATORS • PROCESS VARIABLES • DESAP SELF-ASSESSMENT OF SURVEY MANAGERS • STATISTICAL AUDITS USER SERVICE • USER SATISFACTION SURVEYS European Conference on Quality in Official Statistics

13. Identification of non-conformity Every staff member Analysis of non-conformity causes Implementation of improvements Process managers Monitoring the efficiency of improvements Senior Management Committee Overall assessment of improvements MANAGEMENT OF IMPROVEMENTS European Conference on Quality in Official Statistics

14. SENIOR MANAGEMENT COMMITTEE MEETINGS –DECISION FOR MAJOR IMPROVEMENTS • RESULTS OF PROCESS AND PRODUCT MONITORING • USER SATISFACTION • STATE OF THE ART OF DIFFERENT IMPROVEMENT PROJECTS • RESULTS OF STAFF ASSESSMENT • STAFF SATISFACTION • DISTRIBUTION OF STAFF WORKLOAD • RESULTS OF STAFF TRAINING • INFORMATION ON STAKEHOLDERS’ COMPLAINTS AND NON-CONFORMITIES European Conference on Quality in Official Statistics

15. EXAMPLES OF IMPLEMENTED IMPROVEMENTS • THE NETWORK OF INTERVIEWERS REORGANISED • THE USE OF ADMINISTRATIVE SOURCES IN EARNINGS STATISTICS FACILITATED • THE REVISION POLICY IN THE RETAIL TRADE SURVEY REVISED • A SYSTEM OF TESTING OF PREVIOUSLY APPROVED QUESTIONNAIRES IMPLEMENTED • A STAFF ROTATION DATABASE INTRODUCED • A SET OF MEASURES ENHANCING INITIATIVE OF THE STAFF IMPLEMENTED • A PROGRAMME FOR ENHANCING USER LITERACY ELABORATED European Conference on Quality in Official Statistics

16. THANK YOU FOR YOUR ATTENTION! QUESTIONS? European Conference on Quality in Official Statistics