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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
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
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
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
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