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 …
 Transparency of service
delivery
 Satisfaction of  Process control
stakeholders  Acheiving desired results
 Added value for the  Continous improvement
society
 Best value for price
 Competitive advantage
 Cost effectivess
 Best practice
 Doing the right
things in a right way
 Meeting
specifications
 Meeting customer
expectations
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

Monitoring the
changes
Setting up
priorities

Performing
the Preparing an
improvements Action Plan
Quality Systems

Standards TQM

 ISO 9000  The

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

 ISO 14000 EFQM (http://www.efqm.org/)

 Investors in  PQASSO (http://www.ces-

vol.org.uk/PQASSO)

People
 Investing in
Volunteers
 Matrix Standard
PQASSO
Practical 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
7. Managing Money
1. Planning for 8. Managing Resources
Quality 9. Managing Activities
2. Governance 10. Networking and
3. Management Partnership
4. User-centred 11. Monitoring and
Service Evaluation
5. Staff and 12. Results
Volunteers
6. Training and
Development
"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).
EFQM
European Foundation for Quality Management

 outlines the foundation for

achieving sustainable excellence
in any organization
 has beenreviewed to ensure it
reflects the worldwe operate in
 encourages 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)
ISO
International 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  Jollibee
 Seaoil  San Miguel
 Gulf oil foods, inc.
 Dole Philippines  Prince Nikko
international
 Kraft Foods, Inc.
 Peter Paul Phils.
 Mekeni Food Corp.
Corporation  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