Quality Assurance Workshop Fay Bellis Director – Quality Assurance 4 & 5 May 2009

1. Quality Assurance Workshop Fay Bellis Director – Quality Assurance 4 & 5 May 2009 fayb-qa@nmit.vic.edu.au

2. NMIT QA Workshop • Quality concepts • Quality in Australia • Quality Assurance & Management • Audit

3. What is Quality ? Quality means many things to many people However: • In terms of product, quality could best be described as “fit for purpose” • In terms of service quality it should be about “getting it right the first time”

4. Exercise What’s Quality? Objective: • To explore what quality means and what factors contribute to quality. Exercise: • By yourself, write down what you think quality is?

5. Group Exercise What’s Quality? Objective: • To explore what quality means and what factors contribute to quality. Exercise: • In your group, determine what you think describes a quality training course?

6. The 85/15 rule Problems 85 % Under the systems control 15% Under the operatives control In groups discuss whether you think this is true: If so, why? If not, why?

7. The 85/15 rule Problems 85 % problems are due to things such as design faults, poorly maintained equipment, defective materials, not enough training etc These problems are outside the control of the operator. Only management can fix them.

8. The 85/15 rule Message The system creates the majority of the problems NOT the operatives!

9. Exercise Who is responsible for quality in your organisation? How do you calculate the cost of doing things wrong and then discuss how these costs can be reduced or minimized? Discuss what is stopping your college/institute from doing things right the first time?

10. P.D.C.A. Cycle Plan: Collect and analyse data to develop a plan for what needs to be done in a given timeframe Do: Do the necessary actions defined in the plan Check: Check, by collecting data, that actions result in achievement of the Plan or otherwise Act: Act on the results to drive improvement

11. P.D.C.A. Cycle – Continuous Improvement Continuous Improvement

12. Quality Assurance in Australia • RTO • ISO 9001:2008 • AQTF • AQF

13. Quality Assurance in Australia RTO – Registered Training Organisation In Australia all organisations that deliver training must be registered NMIT is a registered training organisation in Victoria: no 3075

14. Quality Assurance in Australia ISO 9001:2008 – International Standard In Australia organisation can choose to adopt ISO and become certified. NMIT has chosen to be certified to ISO 9001:2008

15. ISO 9001:2008 • International standard – Quality Management Systems • Is a generic standard that can be applied within a variety of organizations • Can be applied to products or services • Contains 5 clauses • 23 elements • Is optional ie. Organization chooses to be certified

16. ISO 9001:2008 • International standard – Quality Management Systems • Design and implementation is influenced by: • Its organizational environment, changes in that environment and the risk associated with that environment • Its varying needs • Its particular objectives • The products/services it provides • The processes it employs • Its size and organizational structure

17. ISO 9001:2008 – International Standard 5 clauses: • Quality Management System • Management Responsibility • Resource Management • Product / Service Realization • Measurement, analysis and improvement

18. ISO 9001:2008 – International Standard Quality Management System Documentation requirements • Quality manual (policies and procedures) • Control of documents • Control of records

19. ISO 9001:2008 – International Standard Management Responsibility • Management Commitment • Customer Focus • Quality Policy • Planning • Responsibility, authority and communication • Management Review

20. ISO 9001:2008 – International Standard Management Responsibility Management Commitment Top management provides evidence of its commitment to the development and implementation of the quality mgt system and continually improving its effectiveness by:

21. ISO 9001:2008 – International Standard Management Responsibility Management Commitment (cont.) • Communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements • Establishing the quality policy • Ensuring that quality objectives are established • Conducting management reviews • Ensuring the availability of resources

22. ISO 9001:2008 – International Standard Management Responsibility Customer Focus Top management ensures that customer requirements are determined and are met with the aim of enhancing customer satisfaction

23. ISO 9001:2008 – International Standard Management Responsibility Quality Policy Top management ensures that the quality policy: • is appropriate to the purpose of the organization • Includes a commitment to comply with requirements and continually improve the effectiveness of the quality mgt system • Provides a framework for establishing and reviewing quality objectives • Is communicated and understood within the organization • Is reviewed for continuing suitability

24. ISO 9001:2008 – International Standard Management Responsibility Planning • Quality objectives • Quality management system planning

25. ISO 9001:2008 – International Standard Management Responsibility Responsibility, authority and communication • Responsibility and authority • Management representative • Internal communication

26. ISO 9001:2008 – International Standard Management Responsibility Management Review • review input includes: • Results of audits • Customer feedback • Process performance and product conformity • Status of preventive and corrective action • Follow-up actions from previous reviews • Changes that could affect the quality mgt system • Recommendations for improvement

27. ISO 9001:2008 – International Standard Management Responsibility Management Review (cont.) • review output includes any decisions and action relating to: • Improvement of the effectiveness of the quality mgt system and processes • Improvement of product/service related to customer requirements • Resource needs

28. ISO 9001:2008 – International Standard Resource Management • Provision of resources • Human resources • Competence, training and awareness • Infrastructure • Work environment

29. ISO 9001:2008 – International Standard Product / Service Realization • Planning of product / service realization • Customer – related processes • Design and development • Purchasing • Product & service provision • Control of monitoring and measuring

30. ISO 9001:2008 – International Standard Measurement, Analysis & Improvement • Monitoring and measurement • Control of nonconforming product / service • Analysis • Improvement

31. ISO 9001:2008 – International Standard Measurement, Analysis & Improvement Monitoring and measurement • Customer satisfaction • Internal audit • Monitoring and measurement of processes • Monitoring and measurement of product / service

32. ISO 9001:2008 – International Standard Measurement, Analysis & Improvement Control of nonconforming product / service • Are identified and controlled to prevent unintended use • Procedures for controls and related responsibilities and authorities for dealing

33. ISO 9001:2008 – International Standard Measurement, Analysis & Improvement Analysis of data • Collect and analyse data to provide information relating to: • Customer satisfaction • Conformity to product / service requirements • Characteristics and trends of processes

34. ISO 9001:2008 – International Standard Measurement, Analysis & Improvement Improvement • Continual improvement • Corrective action • Preventive action

35. ISO 9001:2008 • NMIT uses its Quality System to: • Understand and meet requirements • Consider processes in terms of added value • Obtain results of process performance and effectiveness • Continual improvement of processes based upon objective measurement

36. Quality Assurance in Australia AQTF– Australian Quality Training Framework In Australia all RTOs must comply with the AQTF. NMIT complies with the AQTF.

37. Australian Quality Training Framework AQTF is a quality framework under which all Australian RTOs operate. Consists of: • 3 Essential Standards that RTOs must meet • 9 conditions of registration with declaration signed by CEO • 3 Quality Indicators data

38. AQTF Essential Standards consist of: • 3 broad standards • containing 14 elements • with imbedded outcome measures

39. AQTF RTO Declaration signed off by CEO • compliance requirements • obligations necessary for effective operation of the Australian national VET system Outcomes measures • national outcomes measures of RTO performance

40. AQTF - 3 standards • The RTO provides quality training and assessment across all of its operations • The RTO adheres to principles of access and equity and maximises outcomes for its clients • Management systems are responsive to the needs of clients, staff and stakeholders, and the environment in which the RTO operates

41. AQTF - 3 standards • The RTO provides quality training and assessment across all of its operations 1.1 The RTO collects, analyses and acts on relevant data for continuous improvement of training and assessment 1.2 strategies for training and assessment meet the requirements of the relevant Training Packages or accredited course and are developed in consultation with industry stakeholders 1.3 Staff, facilities, equipment and training and assessment materials are used by the RTO are consistent with the requirements of the Training Package or accredited training course and the RTO’s own training and assessment strategies

42. AQTF - 3 standards • The RTO provides quality training and assessment across all of its operations 1.4 Training and assessment are conducted by trainers and assessors who: • Have the necessary training and assessment competencies as determined by the National Quality Council • Have the relevant vocational competencies at least to the level being delivered or assessed, and • Continue to develop their vocational and training and assessment competencies to support continuous improvement in the delivery of RTO’s services 1.5 Assessment, including Recognition of Prior Learning

43. AQTF - 3 standards • The RTO adheres to principles of access and equity and maximises outcomes for its clients 2.1 The RTO continuously improves client services by collecting, analysing and acting on relevant data 2.2 Before clients enrol the RTO informs them about the training, assessment and support services to be provided and about their rights and obligations 2.3 Employers and other parties who contribute to each learner's training and assessment are engaged in the development, delivery and monitoring of training and assessment

44. AQTF - 3 standards • The RTO adheres to principles of access and equity and maximises outcomes for its clients 2.4 Learners receive training and assessment and support services to meet their individual needs 2.5 Learners have timely access to current and accurate records of their participation and progress 2.6 Complaints and appeals are addressed efficiently and effectively

45. AQTF - 3 standards • Management systems are responsive to the needs of clients, staff and stakeholders, and the environment in which the RTO operates 3.1 The RTO uses a systematic and continuous improvement approach to the management of operations 3.2 The RTO monitors training and/or assessment services provided on its behalf to ensure that they comply with all aspects of the AQTF Essential Standards for Registration 3.3 The RTO manages records to ensure their accuracy and integrity

46. AQTF – 9 Conditions • Governance • Interactions with the registering body • Compliance with Legislation • Insurance • Financial Management • Certification and issuing of qualifications and statements of attainment • Recognition of qualifications issued by other RTOs • Accuracy and integrity of marketing • Transition to Training Packages / expiry of accredited courses

47. AQTF - 3 Quality Indicators • Employer Satisfaction Focuses on employers’ evaluation of learners’ competency development, its relevance to work and further training, and the overall quality of the training and assessment • Learner Engagement Focuses on the extent to which learners are engaging in activities likely to promote high-quality skill outcomes as well as learners’ perceptions of the quality of their competency development and the support that they receive from RTOs • Competency Completion Rate Calculated for qualifications and units of competencies delivered based upon data provided by RTOs on previous calendar year’s number of enrolments and qualifications completed and/or units of competency awarded

48. Quality Assurance in Australia AQF – Australian Qualifications Framework. • provides a comprehensive, nationally consistent yet flexible framework for all qualifications in post-compulsory education and training in Australia • was introduced in Australia on 1 January 1995 AQF recognizes the three sectors: • schools • Vocational Education and Training (VET) • Higher Education AQF comprises 15 qualifications across all 3 sectors.

49. Australian Qualifications Framework Schools: • Senior secondary • Certificate of Education VET: • Vocational Bachelor Degree Associate Degree • Vocational Graduate Diploma Vocational graduate Certificate • Advanced Diploma Diploma • Certificate I, II, III, IV Higher Ed: • Doctoral Degree Masters Degree • Bachelor Degree Associate Degree • Graduate Diploma Graduate Certificate • Advanced Diploma Diploma

50. What is an Quality Audit ? ISO definition: A systematic and independent examination to determine whether quality activities and related results comply with planned arrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives. Therefore an audit must be: Systematicie planned Independentie you can’t audit your own involvement