uality
systems
Comparing Quality Systems
Michael Crowley EPR 2008
Edward 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
Quality Systems
European Foundation of Quality
Management
Frame of Reference
Innovation and learning
Results
Enablers
People
results
People
Leadership
Policy &
Strategy
Processes
Partnership &
Resources
Customer
results
Society
results
Improvement
Key
Performance
results
International Standardisation
Organisation
ISO Principles
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
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
Continuous Improvement
of Quality Management System
Customer
demands
Customer
satisfaction
Management
Responsibility
Supplier
Supplier
Management
of
resources
Client
Measurement,
Analysis
and Improvement
Management
of
Intervention processes
Mediation
Employment
Intervention
Back to work
Client
Intake &
Selection
Common Quality Assurance Framework
Commission on Accreditation of
rehabilitation Facilities
Rights
Person focus
Ethics
Partnership
Input
Leadership
Enhanchers
Participation
Output
Results
Continuous
Review
improvement
Person centred
Service focus
Comprehensiveness
RI Congress Oslo 2004
uality
systems
Cross Reference Study
Comparison Quality Systems 1
CQAF
Objective
A European
reference
framework to
ensure and
develop quality
in Vocational
Education and
Training.
Identify and
recognise
excellent
performance in
rehabilitation
service provision.
Identify and
assure Quality in
Service provision
for Disability
related Social
Services.
Identify and
recognise
organisations
that deliver
quality services
in the
rehabilitation
service provision.
A framework to
SE-Providers
providing a
benchmark for
developing and
improving quality
in the provision.
Emphasise
Monitoring and
evaluating
quality on
National and
International
level by selfassessment and
peer review
Compliance with
Principles of
Excellence by
continuous
improvement
and learning.
Compliance with
core criteria and
operational
indicators based
on the nine
Principles of
Excellence. .
Compliance with
standards aiming
for improvement
of client’s living
conditions.
Compliance with
minimum
standards of
best practice or
excellence
Strategic option
Effectiveness
Effectiveness
Efficiency
Efficiency
Efficiency
Comparison Quality Systems 2
CQAF
Direction
Internal
Control
External
Control
Internal
Control
Internal
Control
Internal
Control
Requirements
Review on 13
core quality
criteria
9 Principles of
Excellence.
54 criteria
9 Principles of
Excellence
19 dimensions
38 criteria
100 performance
indicators
Specific and
various
requirements for
each
accreditation
area.
15 Quality
standards and
97 performance
indicators
Audit
Self-assessment
and peer review
Self-assessment
+ external audit
External audit
External audit
Self-assessment
Bench
marking
Benchmarking
not included
Benchmarking is
encouraged
Benchmarking is
not included
Benchmarking is
not included
Benchmarking is
encouraged
Recognition
Europe
Europe
Europe
USA / Europe
Europe
Comparison Quality Systems 3
CQAF
Eligibility
Organisation
which provide
services in the
area Vocational
Education and
Training
Rehabilitation
Service Providers
Organisation
which provide
disability related
Social Services
Rehabilitation
service Providers
and Providers of
social services.
Organisations
which provide
Supported
Employment
Services
Market position
Not competitive
Not competitive
Not competitive
Not competitive
Not competitive
Summary
► Compulsory
- non-compulsory
► Prescriptive - Non-prescriptive
► Single stakeholder perspective - Multi-stakeholder
perspective
► Competitive - complementary
► Efficiency - Effectiveness
► Control - Flexibility
► Internal – external
► Guidelines – Criteria - Standards - Indicators