uality systems

Comparing Quality Systems

Michael Crowley EPR 2008

Edward DemingEdward Deming

Quality is everyone's responsibility

It is not enough to do your best; You must know what to do, and then do your best

1900 - 1993

Quality SystemsQuality Systems

European Foundation of European Foundation of Quality ManagementQuality Management

Frame of ReferenceFrame of Reference

Innovation and learning

KeyPerformance

results

KeyPerformance

results

People results

People results

Customer results

Customer results

Societyresults

Societyresults

Improvement

ResultsResultsEnablersEnablers

ProcessesProcessesPolicy &Strategy

Policy &StrategyLeadershipLeadership

PeoplePeople

Partnership &Resources

Partnership &Resources

International Standardisation International Standardisation OrganisationOrganisation

Principle 1 Customer focus

Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.

Principle 2 Leadership

Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives.

Principle 3 Involvement of people

People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

Principle 4 Process approach

A desired result is achieved more efficiently when activities and related resources are managed as a process.

ISO Principles ISO Principles

Principle 5 System approach to management

Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives.

Principle 6 Continual improvement

Continual improvement of the organization's overall performance should be a permanent objective of the organization.

Principle 7 Factual approach to decision making

Effective decisions are based on the analysis of data and information

Principle 8 Mutually beneficial supplier relationships

An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value

ISO Principles ISO Principles

Customerdemands

Supplier

Client

Customerdemands

Supplier

Client

Customer satisfaction

Supplier

Client

Customer satisfaction

Supplier

Client

Management Responsibility

Management Responsibility

Measurement, Analysis

and Improvement

Measurement, Analysis

and Improvement

Management of

resources

Management of

resources

Management of

processes

Management of

processes

Continuous Improvement of Quality Management System

Continuous Improvement of Quality Management System

Intake & Selection

Back to work

EmploymentMediation

Intervention

Intervention

Common Quality Assurance FrameworkCommon Quality Assurance Framework

Commission on Accreditation Commission on Accreditation of rehabilitation Facilitiesof rehabilitation Facilities

Input Output ReviewContinuous

improvementContinuous

improvement

Person focusRightsRights

EthicsEthics

EnhanchersPartnershipPartnership

ParticipationParticipation

Service focusPerson centredPerson centred

ComprehensivenessComprehensiveness

LeadershipLeadership ResultsResults

RI Congress Oslo 2004

uality systems

Cross Reference Study

Comparison Quality Systems 1Comparison Quality Systems 1

CQAFCQAFObjective Objective A European A European

reference reference framework to framework to ensure and ensure and develop develop quality in quality in Vocational Vocational Education and Education and Training. Training.

Identify and Identify and recognise recognise excellent excellent performance performance in in rehabilitation rehabilitation service service provision. provision.

Identify and Identify and assure Quality assure Quality in Service in Service provision for provision for Disability Disability related Social related Social Services. Services.

Identify and Identify and recognise recognise organisations organisations that deliver that deliver quality quality services in the services in the rehabilitation rehabilitation service service provision. provision.

A framework A framework toto

SE-ProvidersSE-Providers

providing aproviding a

benchmark forbenchmark for

developing developing andand

improving improving qualityquality

in the in the provision. provision.

Emphasise Emphasise Monitoring and Monitoring and evaluating evaluating quality on quality on National and National and International International level by self-level by self-assessment assessment and peer and peer review review

Compliance Compliance with Principles with Principles of Excellence of Excellence by continuous by continuous improvement improvement and learning. and learning.

Compliance Compliance with core with core criteria and criteria and operational operational indicators indicators based on the based on the nine Principles nine Principles of Excellence. . of Excellence. .

Compliance Compliance with standards with standards aiming for aiming for improvement improvement of client’s of client’s living living conditions. conditions.

Compliance Compliance with minimum with minimum standards of standards of best practice best practice or excellence or excellence

Strategic Strategic option option

EffectivenessEffectiveness EffectivenessEffectiveness Efficiency Efficiency Efficiency Efficiency Efficiency Efficiency

Comparison Quality Systems 2Comparison Quality Systems 2

CQAFCQAF

Direction Direction Internal Internal

Control Control External External

Control Control Internal Internal

Control Control Internal Internal

Control Control InternalInternal

Control Control

Requirements Requirements Review on 13 Review on 13 core quality core quality criteria criteria

9 Principles of9 Principles of

Excellence.Excellence.

54 criteria 54 criteria

9 Principles of9 Principles of

ExcellenceExcellence

19 dimensions19 dimensions

38 criteria38 criteria

100 100 performanceperformance

indicators indicators

Specific and Specific and various various requirements requirements for each for each accreditation accreditation area. area.

15 Quality 15 Quality standards and standards and 97 97 performance performance indicatorsindicators

Audit Audit Self-Self-assessment assessment and peer and peer review review

Self-Self-assessment + assessment + external audit external audit

External audit External audit External audit External audit Self-Self-assessment assessment

BenchBench

marking marking Benchmarking Benchmarking not included not included

Benchmarking Benchmarking is encouraged is encouraged

Benchmarking Benchmarking is not included is not included

Benchmarking Benchmarking is not included is not included

Benchmarking Benchmarking is encouraged is encouraged

Recognition Recognition Europe Europe Europe Europe Europe Europe USA / Europe USA / Europe Europe Europe

Comparison Quality Systems 3Comparison Quality Systems 3

CQAFCQAF

Eligibility Eligibility Organisation Organisation which provide which provide services in the services in the area area Vocational Vocational Education and Education and Training Training

Rehabilitation Rehabilitation Service Service Providers Providers

Organisation Organisation which provide which provide disability disability related Social related Social ServicesServices

Rehabilitation Rehabilitation service service Providers and Providers and Providers of Providers of social services. social services.

Organisations Organisations which provide which provide Supported Supported Employment Employment Services Services

Market Market position position

Not Not competitive competitive

Not Not competitive competitive

Not Not competitive competitive

Not Not competitive competitive

Not Not competitive competitive

SummarySummary

► Compulsory - non-compulsory Compulsory - non-compulsory ► Prescriptive - Non-prescriptivePrescriptive - Non-prescriptive► Single stakeholder perspective - Multi-Single stakeholder perspective - Multi-

stakeholder perspectivestakeholder perspective► Competitive - complementaryCompetitive - complementary► Efficiency - EffectivenessEfficiency - Effectiveness► Control - Flexibility Control - Flexibility ► Internal – externalInternal – external►Guidelines – Criteria - Standards - IndicatorsGuidelines – Criteria - Standards - Indicators