EVM employed C-technology to upgrade their quality management system in November 2011. The upgrading project involved streamlining EVM’s procedures and quality system thereby giving them a Quality Management System that was easy to use and complementary to their business. EVMs business needs were as follows:

• To have procedures that reflected our day to day operations
• To implement software training system that will identify and record the staff training needs of the company.
• To identify a method of trapping customer satisfaction and improvements within the EVM that meets the needs of the ISO 9001:2008 standard.
• To install a quality system that is easily understood and does not take up lots of time managing the upkeep of the QMS.

C-technology came on board and cleaned up the system in short order. The following actions were carried out by us:

• The amount of quality documentation / paperwork was reduced.
• The procedures were upgraded to minimise the effect on the business.
• The documentation was then loaded in C-technologies quality assurance software pack called ISO Complete. This system brought together all the tools required for our Quality Management system.
• C-technology created training competency files within the ISO Complete software that enabled EVM to quickly identify training deficiencies within the company.

EVM has just passed its annual assessment audit. Our ISO Complete sofware provided all the elements required to manage their quality system. EVM said that they found the software is easy to use and it required minimal training. Because the software acts as a prompt for any outstanding quality actions that are required, EVM were able to stay compliant with the ISO 9001:2008 quality management standard.

The audit took place over 2 days during which time the following key services were assessed by the auditing team:

• Long Term Housing
• Supportive and Be-friending Service
• Supports in the community

Alone CEO, Sean Moynihan, stated that “the charity was delighted to achieve certification to this internationally recognised standard as it demonstrates to our service users and the wider community that we manage our services in a professional manner and that the needs and expectations of our service users are at the heart of everything we do”.

If you would like to know more about implementing a quality management system within your organisation please contact info@ceatechnology.com

I was at a networking gig recently where I was trying to sell the ISO9001:2008 quality management system to potential clients. As often happens I got chatting to a girl who stated: “Oh yeah, that ISO thing, we had that years ago, it was far too time consuming, mountains of paperwork”.

The reality is that the old ISO standard WAS too time consuming. There WAS too much of an emphasis on documentation where volume was more important than substance. Other inhibiting factors included the fact that the International Standard insisted on monthly management reviews!! It was also common to hear that Quality Managers were spending up to a week in a dark room sorting out their paper work and quality system prior to their annual surveillance audit.

Changes

The International Organisation for Standardization (ISO) is the body responsible for developing and publishing International Standards like the quality assurance standard ISO9001:2008. The ISO actively engages in getting customer feedback from around the globe concerning the performance and management of the Quality Management System. This feedback resulted in the ISO Standard being redeveloped to take account of the concerns raised by customers. The updated standard ISO 9001:2008 was rolled out in 2008.

The key concerns raised in the old standard were addressed. The documentation requirements were streamlined. Company’s can now replace monthly management meetings with quarterly reviews. The updated standard embraces software tools that simplify the management of the Quality Management Standard. Technology has been the single biggest change that has affected the implementation and management of the ISO 9001:2008 standard, yet, a recent survey of 150 certified Irish companies found that over 75% of those surveyed only used basic software like Word or Excel to manage their quality system.

Document Control & Quality Management Software

A good Quality Management Software product should bring together all the tools required for a Quality Management System. These modern products continuously improve processes and quality control, thereby enhancing customer satisfaction, internal efficiencies, and profitability. Some software systems also act as a flexible, single-point management reference for all aspects of any organisation’s quality program. Document management systems will control the issuing, approval, storage and archiving of all key documents contained within a quality management system.

The advantages of using quality management software include the following:

• Computerised document management with automated document approval, control and archiving processes resulting in time saving and reduced costs.
• Real time corrective action systems that allow detailed problem and cost analysis.
• Diagnostic health check capability that ensures your company complies with your selected quality standard.
• Reporting tools that allow the user generate summary reports of all quality related activity for any given date range.

• Helps businesses to reduce admin costs thereby increasing efficiencies and bottom-line performance.

So forget the bad name. The next time you are socialising where somebody is moaning on about how time consuming and paper driven the ISO 9001:2008 standard is, think again. Research the web and identify suitable technology that will simplify the management of your chosen standard.

The ALONE CEO, Sean Moynihan, stated that the charity wanted to implement a continuous improvement culture that would benefit the service users and all stakeholders involved with the charity.

After some research ALONE decided to implement the international Quality Standard ISO 9001:2008.

C-technology were appointed as the consultants to implement the quality management system.

C-technologies director of quality, Paul McDonnell stated that ALONE are in the process of seeking formal certification for their Quality System and expect to be fully accredited during the month of November.

Well firstly, let’s get a handle on the players in the quality management business.

ISO

ISO (International Organization for Standardization) is the world’s largest developer and publisher of International Standards. This organization is responsible for developing and publishing International Standards like the quality assurance standard ISO9001:2008. This organization takes no part in the implementing of standards into companies.

ISO 9001:2008

The recognised numerical identification of the most current Quality Management Standard that is published by the International Organization for Standardization (ISO).

Quality Management System (QMS)

A Quality Management System is designed to direct and control an organisation with regard to quality. It should establish policy and measurable objectives with the aim
of continuously improving on achieving those objectives.

In lay mans terms a QMS means implementing the following:

1. A quality manual which outlines the direction, scope, objectives, employee and physical resources of the quality management system.
2. Documented procedures that describe the manufacturing or service processes within your company.
3. Keeping adequate records.
4. Checking output for defects, with appropriate and corrective action where necessary.
5. Regularly reviewing individual processes and the quality system itself for effectiveness and facilitating continual improvement.

Customer Satisfaction and Continuous improvement

A quality management system involves developing, implementing, monitoring and reviewing processes / systems that will ensure Customer Satisfaction and Continuous improvement within your company.

There are millions of pages written about quality assurance. What we always tell our clients is that quality assurance can be wrapped up in two phrases.

1. Customer Satisfaction
2. Continuous Improvement Culture

Customer Satisfaction

It’s fair to say that a company will only survive if it creates and retains satisfied customers. Customer satisfaction will only be achieved if the company offers services and products which respond to customers’ needs and expectations’.

Continuous Improvement

Establishing a continuous improvement culture within your company demonstrates to your customers and all stakeholders that you are serious about improving the quality of goods and services offered into the market place. By setting measurable goals and plans for your business a company is better able to adapt to the ever changing market place.

Management Commitment

In order for a QMS to be successful in any company, a high level of management commitment and involvement that supports a customer-focused environment is essential. Senior management must be actively engaged in implementing, monitoring and reviewing the performance of the quality system within their organisation. The key benefits of implementing ISO9001:2008 will not be realised if the management do not engage and drive the system through the company.

C-technology have a new mission. Over the coming months we intend to create a blog that will become a valuable source of information for companies wishing to implement Quality, Environmental or Health & Safety Management systems. We will explain what terms like ISO, quality assurance and environment standards are all about. Quality assurance is best understood as a process that will enable an organisation to improve its products and services thereby increasing customer satisfaction and goodwill.

The area of compliance to ISO standards has taken on greater importance given the current economic turmoil. By achieving certification to the ISO quality or environmental standards, a company is telling its potential customers that they produce their goods or services in a controlled manner and that they care about their customers’ requirements. Many government contracts are only awarded to organisations that have received formal accreditation. We will explain the pros and cons for going down the accreditation route in a later blog. Keep an eye on our blogs as we intend to write a series of updates about how quality management systems work.  We will also provide tips in how to implement quality management standards.

Development Plans

We have begun a discussion process concerning the upgrading of the “Quality Complete V3” software. Our options are to upgrade the system as a desktop application or to change the software to a web application.  You comments would be welcomed by mail or through our website. Watch out for a blog which will appear soon concerning this proposed change.

The pitfall with any voluntary quality management scheme is that it is VOLUNTARY. Therefore the onus is on the Nursing home to willingly volunteer information concerning the Nursing homes performance / problems to the relevant authority or person responsible for the quality system.

Management commitment is one of the key drivers that must be in place in order to create a successful QMS. It is not a coincidence that a whole section of the ISO9001:2008 standard addresses the responsibilities of Management Commitment.

Unless the top management within a Nursing home adopt a lead role in implementing, monitoring and reviewing the quality system, it is doomed to fail. Management must create a culture checking and verifying that the systems in place are working well thereby serving and protecting the needs of their clients, namely the Residents.  Complaints must be recorded and investigated properly. Appropriate corrective actions must be agreed with the concerned parties and be signed off by the management of the organisation.  These simple steps will result in an improvement in the service offered to the Residents.

Audit Reporting

Any owner of a Nursing home that has an interest in their business needs to carry out independent checks to ensure that their processes are working effectively thereby meeting the needs of all interested parties. One of the ways to do this is to carry out internal audits. Management must ensure that audit deals with FACTS disclosed during the process and does not concern itself with apportioning blame to an employee or other stakeholder. All interested parties must be free to contribute to an audit without worrying about the consequences of their disclosure.  The output of the audit will be an audit report, which will contain as a minimum:

1. A statement of the audit investigation performed, the activity audited, standards, procedures, individuals and processes.
2. The evidence gathered. FACTS
3. Any deficiencies or areas for improvement identified. This will be recorded in sufficient detail to permit subsequent independent re-audit.

Corrective Action:

Where deficiencies are highlighted during an audit, the following actions must be agreed between the Quality Manager / Nursing home owner and the relevant employee within the company.

1. Is a Corrective action required?
2. Did the Auditor suggest a recommendation to fix the problem and if so is the fix appropriate for the company?
3. Who is the person responsible for implementing the corrective action?
4. Is the time scale agreed for implementing a solution to the problem?

It is the responsibility of the Nursing home owner to oversee, agree and implement the required corrective action. The audit report cannot be closed whilst corrective actions are still outstanding.

It is the responsibility of the Nursing home owner to ensure that the auditor follows up and re-audits the corrective actions, record formally when the action has been satisfactorily completed and the audit closed.

Volunteer to change or be forced to do so

The reported problems at Rostrevor House, of abusive practices and lack of standards, go back more than a decade. What is equally horrifying is that nothing effective has been done up until now.

There has been a repeated lack of appropriate action by Governments and their agencies entrusted with statutory responsibility for vulnerable citizens in this case. In the wake of the latest debacle the Government is bound to take action. The owners and management of Nursing homes need to take an open and proactive approach to managing their business.