Overview of Quality Assurance Systems for CSOs

Blanka Kaker, Slovenian Institute for Quality nad Metrology

Tina Divjak, Centre for Information Service, Co-operation and Development of NGOs

Regional Conference: Quality Assurance Systems for CSOs in IPA Region October 13 – 15, Zagreb, Croatia

Regardless of sector,

size, structure or maturity,

organisations need to establish

appropriate management systems

in order to be successful

Definitions

qualitydegree to which a set of inherent characteristics fullfils

requirements

requirementneed or expectation that is stated, generally implemented or

obligatory

quality management systemmanagement system to direct and control an organization with

regard to quality

management systemSystem to establish policy and objectives and to achieve those

objectivesISO 9000:2004

ISO 9001

ISO 9001 is probably the world’s most established quality framework

Quality management principles:• Customer focus• Leadership• Involvement of people• Process approach• System approach of management• Continual improvement• Factual approach to decision making• Mutually beneficial supplier relationship

ISO 9001 - PDCA

• P – plan • D – do • C – check • A – act

A P

C D

Process approach

ISO 9001 - Requirements

4 Quality management system (documentation)

5 Management responsibility

6 Resource management

7 Product realization

8 Measurement, analysis and improvement

PQASSO

• Planning

• Governance

• Leadership and

management

• User-centred service

• Managing people

• Learning and

development

•Managing money

•Managing resources

•Communications and

promotion

•Working with others

•Monitoring and evaluation

•Results.three levels of achievement

Other “CSO” Standards

Investors in People

Investing in Volunteers

NAVCA Performance Standard

Becoming VISIBLE

PVO (private voluntary organisations) Standards

Quality Assurance System for Refugee

Organisations, Quality in Alcohol and Drug Services

EFQM

The EFQM Excellence Model is a framework for organisational management systems, promoted by the European Foundation for Quality Management (EFQM) and designed for helping organisations in

their drive towards being more competitive.Is a practical tool to help organisations do this by

measuring where they are on the path to excellence; helping them understand the gaps;

and then stimulating solutions.

EFQM

NGO Standard of Quality

Slovenia, 2007, working group: experts in

quality (SIQ) and NGO (CNVOS)

requirements are collected in five sections:

•leadership and management,

•employees and volunteers,

•managing resources,

•process control,

•monitoring, evaluation and improvement.

Different aspects of quality covered by each standard

Aspect/Standard ISO 9001 PQASSO EFQM NGO StandardOf Quality

leadership and management X X X X

financial management - X X X

employees and volunteers X X X X

process management X X X X

learning and development X X X X

customer focus X X X X

impact on society - X X X

sustainability - X X -

Quality management systems

Succes

QMS

improve

ment

www.cnvos.siwww.siq.si

www.kakovosten-nvo.si