Examining the development &
practice of quality management at
ONS, using both linear and nonlinear thinking
Karen Williams
Introduction
• The research in context - objectives
• Perspectives & Definitions
• An example of the successful use of nonlinear thinking
The research in context
• ONS Quality Centre – its role in this research
• Developing 2011 Census Project quality
procedures
• Reviewing quality procedures
Perspectives & Definitions
• Why look at different ways of understanding
quality?
• The development of the traditional approach to quality
• The challenge to National Statistics Institutes
• Defining linear (Newtonian paradigm) thinking
• Defining non-linear (complexity paradigm)
thinking
Complex Adaptive Systems (CAS)
CAS evolve according to 3 key principles:
• order is emergent as opposed to
predetermined
• the system’s history is irreversible
• the system’s future is often unpredictable
Dr Kevin Dooley (Arizona State University)
An example of linear v non-linear
understanding
• Project methodology (PRINCE2)
• The 2011 Census Product Description and
development procedure
• Product Descriptions as ‘order forms’
• Self-organisation
• Enabling framework
• Research methodology
Quality procedures cycle – a linear view
1.Product
Description
4.Review &
Sign-off
2.Review Product
Description
3. Product
Development
Quality procedures viewed from a Complex
Adaptive Systems perspective
Stakeholder Interaction
Communication
T
R
U
S
T
Collaboration
PRODUCT
DESCRIPTION
Emergence
Review
Communication
Critical Appraisal
Interaction
Trust
Emergence
Review
PRODUCT
Outcomes & Project Recommendations
• Improved communication
• Acknowledgement that the Product
Description concept worked
• Simplification of the procedures
• Creation of a quality group made of
representatives of different project workstreams
Conclusions & Recommendations
• Complexity theory aided understanding
• A broader definition of ‘customer’ is
necessary to improve interaction
• An ‘enabling framework’ creates the
conditions for more successful innovation
• Further research
Thank You
Karen Williams
Senior Quality Improvement Manager
Quality Centre
Methodology Directorate
UK Office for National Statistics
[email protected]