Silvestro model

Silvestro model
See also
Quality system in local government Quality management principles Quality management Quality management system Process analysis Management functions Adaptation process Process ISO 9001

Silvestro model was introduced by R. Silvestro in 1998 as model of Quality management system adapted to the service organizations. It consists of three parts: the inner contains the key areas, the middle expands them and shows a methods supporting the external action of TQM in the field of services.

Main areas of Silvestro model

• customer orientation,
• leadership,
• empowerment,
• continuous improvement,
• elimination of waste,
• measurement of quality.

Pro-customer orientation in services is the result of efficient management and the interaction between the supplier and the customer. Achievement of the proper attitude to the customer requires identification of internal and external customers and identification of their needs. Relationships with suppliers must take into account their awareness of the external client requirements, and should ensure proper operation of the quality chain.

Approaches

Simplified idea of Silvestro model. Full figure can be found in original publication (see: References)

• Leadership in service organizations requires, as in the production companies, orientation of strategy to client needs, flatten organizational structure, facilitation and motivation to work.
• Empowerment is necessary in relation to employees having direct contact with the client to allow to settle all the matters with a small number of people. However, in relation to other employees there should be adopted such a level of empowerment that is needed for the provision of assistance to the front office.
• According to R. Silvestro continuous improvement in services should be apply as a process.
• Elimination of waste in an involves the introduction of methods for performing the tasks right from the first time, but at the same time encouraging customers to inform employees about all noticed imperfections.
• Due to the difficulty in obtaining quantitative data, there is a limited use of statistical methods of quality measurement in services. Those methods can be used mainly in the so-called back-office and in the case of bulk services.

Methods

Proposed by R. Silvestro model is focused on methods and ways to implement the key areas of service organizations, which can be used to build the QMS model for the offices of the local government.

Examples of Silvestro model

• Quality Improvement: Silvestro model suggests a number of strategies to improve quality in service organizations. These include the use of customer feedback, continuous process improvement, and employee training and development.
• Performance Measurement: Silvestro model emphasizes the importance of performance measurement in service organizations. Performance metrics should be set to measure the effectiveness of the organization’s processes and services, and then monitored to ensure continuous improvement.
• Service Delivery: Silvestro model also encourages the use of customer-focused service delivery methods. This includes the use of customer surveys and feedback, as well as customer service training. Additionally, organizations should strive to provide services in a timely and cost-effective manner.
• Cost Reduction: Silvestro model encourages the use of cost reduction techniques to improve the efficiency of service delivery. Examples of cost reduction techniques include the use of automation, outsourcing, and the streamlining of processes and services.
• Quality Assurance: Silvestro model encourages the use of quality assurance techniques to ensure the delivery of high-quality services. Examples of quality assurance techniques include the use of internal audits, customer feedback, and process control.

Advantages of Silvestro model

The following are some of the advantages of the Silvestro model:

• It offers a structured approach for the implementation of quality management systems in service organizations, thus making it easier for them to adopt and implement quality management systems.
• The model is designed to be flexible and can be adapted to the particular needs of each organization.
• The model provides an effective means of communication with employees, customers and other stakeholders, thus improving customer satisfaction.
• The model helps to ensure that processes, resources and activities are aligned with the organization's objectives.
• It provides a framework for assessing the effectiveness of quality management systems and identifying areas for improvement.
• It enables organizations to measure and monitor performance and make informed decisions about how to improve quality.
• The model helps to promote continuous improvement and innovation in service delivery.

Limitations of Silvestro model

The Silvestro model has the following limitations:

• It does not provide a comprehensive framework for implementing TQM in the services sector. Additionally, it leaves out several important TQM principles such as customer focus, process improvement, and total employee involvement.
• The model also does not address the issue of measuring performance and service quality.
• The model does not provide any guidance on how to integrate the principles of TQM into existing service organizations.
• The model does not provide any specific guidelines for managing people and resources in service organizations.
• The model does not provide any comprehensive guidance on how to develop effective strategies for service organizations.

Other approaches related to Silvestro model

Introduction: In addition to the Silvestro Model, there are other approaches to the Quality Management System adapted to the service organizations.

• The Baldrige National Quality Program is a framework and set of criteria developed to assess and recognize organizational performance excellence. It includes a set of criteria that organizations can use to create and improve their quality management systems.
• Six Sigma is an approach to quality management that focuses on process improvement and defect reduction. It is based on the scientific method and uses data-driven analysis to identify and reduce sources of variation in the process.
• Lean Six Sigma combines the principles of Lean and Six Sigma to improve processes and reduce costs. Lean focuses on eliminating waste, while Six Sigma focuses on reducing variation and defects.
• ISO 9001 is an international standard for quality management systems. It provides a set of requirements for organizations to use to design, implement, and maintain a quality management system.
• Total Quality Management (TQM) is a business management approach that focuses on customer satisfaction, process improvement, and continuous improvement. It involves the involvement of all stakeholders in the development and implementation of quality management systems.

Summary: In addition to the Silvestro Model, other approaches to Quality Management System adapted to the service organizations include the Baldrige National Quality Program, Six Sigma, Lean Six Sigma, ISO 9001, and Total Quality Management (TQM). All of these approaches emphasize process improvement and customer satisfaction.

References

• Brignall, S., Silvestro, R., & Fitzgerald, L. (1991). Performance measurement in service businesses. London: Chartered Institute of Management Accountants.
• Silvestro R., (1998) The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?, International Journal of Quality & Reliability Management, no 3, Emerald Group Publishing, Bradford.
• Silvestro, R., Fitzgerald, L., Johnston, R., & Voss, C. (1992). Towards a classification of service processes. International journal of service industry management, 3(3), 62-75.

Author: Slawomir Wawak