QUALITY STANDARDS

Quality is...

...about learning what you are doing well and striving to do it better

...discovering what you need to change to make sure you meet your users' needs

Quality is …

Satisfaction of stakeholders Added value for the society Best value for price Cost effectivess Doing the right things in a right way Meeting specifications Meeting customer expectations

Transparency of service delivery Process control Acheiving desired results Continous improvement Competitive advantage Best practice

Quality Assurance is...

putting procedures in place to prevent defects/mistakes/errors

series of step to ensure that quality control has taken place

Quality Management is ...

when organization works to prevent defects/mistakes/errors in every improvement

taking a holistic view of all factors in producing the end result

Quality Assurance System is ...... a formal management system that you can use to

strengthen your organisation. ... intended to raise standards of work and help you

to do everything consistently.

Quality Management System ...... helps improve improve your organization and its

outcomes with:1. principles and a theoretical framework,2. off-the-shelf quality management systems which

can be tailored to your needs,3. learning from the experiences of other

organizations,4. a wide range of tools

The Quality Cycle

Self - Evaluation

Setting uppriorities

Preparing an Action Plan

Performing the

improvements

Monitoring the changes

Quality Systems

Standards

ISO 9000 (http://www.iso.org/iso/home.html)

ISO 14000 Investors in

People Investing in

Volunteers Matrix Standard

TQM

The EFQM(http://www.efqm.org/)

PQASSO (http://www.ces-vol.org.uk/PQASSO)

PQASSOPractical Quality Assurance System for Small Organisations

produced and owned by the Charities Evaluation Service, is designed for use by small and medium-sized organizations

covers all aspects of an organization, from governance to service delivery and monitoring outcomes

PQASSO's Flexibility

it can be used by all types of third sector organizations(charities, social enterprises, community interest companies and community groups)

allows an organization to work at its own pace as it is self-assessed through the 12 quality areas

In the Philippines...

Philippines Council for NGO Certification approves NGOs to qualify for taxdeductible charity donations –12th years this year (HAP, 2012)

Quality areas of PQASSO

1. Planning for Quality

2. Governance3. Management4. User-centred

Service5. Staff and

Volunteers6. Training and

Development

7. Managing Money8. Managing Resources9. Managing Activities10. Networking and

Partnership11. Monitoring and

Evaluation12. Results

"The quality of organisational processes have a direct bearing on the quality of the results. PQASSO makes that direct link between

management and processes and the outcomes and impact produced, and evidence about outcomes is part of the quality

assessment. In PQASSO both processes and outcomes are assessed. This is not the case for many quality systems." (Survey

respondent, VCO).

EFQMEuropean Foundation for Quality Management

outlines the foundation for achieving sustainable excellence in any organizationhas beenreviewed to ensure it reflects the worldwe operate inencourages organizations to move from rigid corporate structures to more agile ones better suited to the rigours of today’s global economic environment

Quality concepts of EFQM

Adding value to customers Creating a sustainable future Developing an organizational capability Harnessing creativity and innovation

Quality concepts of EFQM

Leading with vision, inspiration and integrity Managing with agility Succeeding through the talent of people Sustaining outstanding results

EFQM awarded companies

BMW Bosch Novaled

"I like EFQM as it is a framework in which other things can sit – it gives you the common language I was looking for but means you can do HR ... I’m not a fan of ISO but if we ever felt we had to go

down that route, we’d plug ISO in to EFQM. EFQM talks about continuous quality improvement.

... In the world of competitive tendering, there is a sense of having some external accreditation it passports you through the

tendering process." (VCO, interview)

ISOInternational Organization for Standardization

provide practical tools for tackling many of today’s global challenges

can improve internal and external communication of management procedures

not be suitable for socially enterprising organizations

Quality areas of ISO

Project, program, and portfolio management Outsourcing Human resources management Additive manufacturing Risk management

ISO 9000 family

ISO 9001:2008 - sets out the requirements of a quality management system

ISO 9000:2005 - covers the basic concepts and language

ISO 9000 family

ISO 9004:2009 - focuses on how to make a quality management system more efficient and effective

ISO 19011:2011 - sets out guidance on internal and external audits of quality management systems.

ISO 9001:2008

sets out the criteria for a quality management system and is the only standard in the family that can be certified to

can be used by any organization, large or small, regardless of its field of activity

ISO 9001:2008

based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement

helps ensure that customers get consistent, good quality products and services, which in turn brings many business benefits.

In the Philippines ...

Some of the Philippines ISO certification requirements:- monitoring processes to ensure they are effective; - keeping adequate records; - checking output for defects, with appropriate and corrective action where necessary; - regularly reviewing individual processes and the quality system itself for effectiveness; and - facilitating continual improvement

In the Philippines ...

Monterey Seaoil Gulf oil Dole Philippines Kraft Foods, Inc. Mekeni Food Corporation

Jollibee San Miguel foods, inc. Prince Nikko international Peter Paul Phils. Corp. General Milling Corp. SL Agritech Corp.

In Iligan City...

Adventist Medical Center HOLCIM SAN MIGUEL CORPORATION-ILIGAN COCONUT OIL

MILL (ICOM)

"I come from a private industry background – but ISO is like using a sledgehammer:

there are lots of things with this that a small organisation wouldn’t need to run a

grant – it’s more to do with manufacturing and is too in depth." (Interview, Funder).

Quiz next meeting