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Quality Management SystemNURSING EDUCATION ASSOCIATIONCONFERENCE2006PORT ELIZABETH “ Vernon Pillay Nursing Education Manager Life College of Learning
"Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives."William A. Foster
Workshop • Introduction to Quality • Provider Quality Commitment • The Need for a Quality Management System • Everybody Powered by Quality • Designing a Quality Management System • Power Teams & Processes • Managing the Quality Management System • Better our best
Provider Quality Commitment Outcomes At the end of this section participants will be able to: • Link the QMS to the vision and mission. • Understand why quality is part of every provider’s “reason for existence”. • Understand the Quality Principles and how these impact on each learner and facilitator • Identify a suitable definition for Quality in the organization in which you work
Definitionof Quality Quality can be approached from 5 Philosophical points of view: • The Transcendent approach • The product –based approach • The user opinion/ preference based approach • The manufacturing- based approach • The value-based approach
Quality as seen by the Customer • The word quality means different things to different customers • Criteria to define quality include: • Appearance • Function • Cost
Customer Orientation • Satisfying stated and implied needs • meeting customer expectations: • specific measurable parameters, or • by expectations as perceived. • It is crucial that the requirements for quality fully reflect the stated and implied needs of the customer
Quality Management • Is the result of the so-called “quality circles” of the 1980’s • Isolating and analyzing the process/ part of the process • Lesson learn’t QMS cannot be added into an Organization at the end of the process • Entrenched in the value system • A strategic choice made before implementation
QMS IS THEREFORE • All the coordinated activities of the overall management function of an organization that determine its quality policy, objectives, and responsibilities and its implementation by means of a quality management system
QMS consists of 3 fundamental structures: POLICY MANAGEMENT “Doing the right things ” FUNDAMENTAL STRUCTURES OF QMS PERFORMANCE IMPROVEMENT “Doing things right the first time” PROCESS MANAGEMENT “Keeping things right”
The typical vision statement: • We know where we are going and why • We have pride of ownership in our jobs • We continuously improve everything we do • We set the standards • We provide excellent value
QualityPrinciples • Education lifelong learning • Enlightening new information • Excellence exceeding expectations • Energy a passion for life • Empowerment the power to act
Exercise 1 Instructions In your groups, identify practical ways in which you can demonstrate the quality principles in the work you do. Principles will be assigned to your group. Write your suggestions on the flipchart paper provided. You will be required to give feedback to the larger group.
The Need for a Quality Management System Outcomes At the end of this section participants will be able to: • Understand the transformation of education and training as captured by the SAQA Act and the Skills Development Act • Discuss different views of quality • Discuss the factors that drive the need for quality management in education & training • Explain the Quality Assurance cycle
THE NQF & SAQA • NQF – monitor qualifications and assure quality • According to framework SAQA was formed • To register SA Qualifications • To Assure the quality of all SA Qualifications • To put the following bodies in place: • NSB’s & ETQA’s • SGB QUALITY IN EDUCATION
SAQA’s QUALITY CYCLE SAQA Registers Standards Qualifications Accredits ETQA’s STANDARD SETTING QUALITY ASSURANCE ETQA’s Learning Outcomes Moderation Requirements 12 NSB’s Accredits Providers Accredits courses Registers Assessors SGB’s PROVIDERS
Skills Development • Ensuring quality learning in the workplace • Employees are skilled to perform their jobs competently • Learning must contribute to the development of the worker • Credits versus attendance courses • SETAs quality assure training in the workplace
Different Views of Quality • Conforming to some external standard (centres of excellence) • Peer validation (moderation by external agencies) • Quality is also relative
Notions of Quality • ISO 9000 approach • “Value for money” has a focus on performance indicators • “Quest for zero defect” – against pre set standards • Fitness for purpose – evaluation of an organization’s policies against national standards
Transformative Quality in Education • Enhancing the participant’s performance and development- to succeed • Empowering the participant to influence their own transformation
Quality Assurance Cycle Plan detailed action resources, timeframes & indicators for improvement Decide what quality means (agreed features, standards, improvement targets Plan objectives and outputs Develop coherent QA systems to monitor actual performance against standards New Cycle Old Cycle Review Strategic Plan Follow self assessment procedures Write self assessment reports, summarizing the analysis, evaluation and priorities for action
Exercise 2 Instructions Take the Quality Cycle and in your groups answer the following question: What are the benefits of the quality cycle and how does it impact on education? Record your answers on the flipchart paper. You will be required to give feedback to the larger group.
Designing a Quality Management System Outcomes At the end of this section participants will be able to: • Apply the general process to develop a quality management system for the provision of education, training & development
Quality Management Principles • Customer Focus • Leadership • Involvement of people • Process approach • System approach to management • Continuous Improvement • Factual approach to decision making • Mutually beneficial supplier relationships
A Successful, Cost effective QMS is one in which • Quality policies and objectives are well defined • Everyone is motivated to achieve quality • Responsibilities are clearly delegated in the organization for activities influencing quality • Communication is good • Instructions are simple, clear and available • Meaningful records are kept • Training is available at all levels • The system is regularly monitored
Process to Establish a QMS • Define the scope of QMS • Define Quality Policy and Objectives • Identify key processes and Organizational structure • Plan to establish a QMS • Define Key Processes • Design Quality Manual • Training on QMS
Modelof Process-based QMS Continuous improvement of the QMS Interested Parties Requirements Interested Parties Management Responsibility Resource Management Measurement, analysis and improvement Output Input Product realization Satisfaction Product
Total Quality Management Teams Culture Communication Process Tools System Commitment
Exercise 3 Instructions In your groups, draw an educational process you are familiar with, in the form of a flowchart. Draw your flowchart on the flipchart paper provided. You will be required to give feedback to the larger group.
Managing the Quality Management System Outcomes At the end of this section participants will be able to: • Monitor a quality assurance system • Evaluate a quality assurance system • Report and make recommendations
QMSReviews – Quality Audit • System audits • Process audits • Product/service audits • Internal audits • External audits • Audits have to be planned and performed as part of the quality management activities
Exercise 4 Instructions In your groups, discuss one quality audit initiative, you would use to enhance quality in your institution. Write it up on the flipchart paper provided. You will be required to give feedback to the larger group
Quality is relative Vision & Mission statements are about quality Everybody is responsible for quality Legislation supportsquality Monitor and review quality My Circle of Influence Policies, Processes & procedures are essential Understand the Principles of Quality Continuous Quality Improvements Summary
“Quality, quality, quality: never waver from it, even when you don't see how you can afford to keep it up. When you compromise, you become a commodity and then you die.” Gary Hirshberg (founder of Stonyfield Farm Yogurt) THANK YOU