Quality
Management
System
“
NURSING EDUCATION
ASSOCIATION
CONFERENCE
2006
PORT 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


The Need for a Quality Management
System
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Everybody Powered by Quality
Designing a Quality Management
System

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Provider Quality Commitment
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:
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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
Definition of Quality
Quality can be approached from 5
Philosophical points of view:

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
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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:
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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
Quality Principles
Education
 Enlightening
 Excellence
 Energy
 Empowerment

lifelong learning
new information
exceeding expectations
a passion for life
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

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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
Learning
Outcomes
Moderation
Requirements
STANDARD
SETTING
QUALITY
ASSURANCE
12
NSB’s
ETQA’s
SGB’s
Accredits
ETQA’s
Accredits Providers
Accredits courses
Registers
PROVIDERS
Assessors
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
Plan objectives and outputs
Decide what quality means
(agreed features, standards,
improvement targets
Develop coherent QA systems
to monitor actual performance
against standards
New Cycle
Old Cycle
Review Strategic Plan
Write self assessment reports,
summarizing the analysis,
evaluation and priorities for action
Follow self assessment procedures
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
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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

Model of Process-based QMS
Continuous improvement of the QMS
Management
Responsibility
Interested
Parties
Resource
Management
Measurement,
analysis and
improvement
Input
Requirements
Product
realization
Interested
Parties
Output
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
QMS Reviews – 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
Summary
Quality is relative
Vision & Mission statements are about
quality
Monitor and
review quality
Legislation supports quality
Policies, Processes &
procedures are essential
Everybody is responsible for
quality
Understand the Principles of
Quality
Continuous Quality
Improvements
“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