Qms standards and structure review building a culture of quality

Building a Culture of Quality QMS Standards and Structure Review

Presented by: ABM Learning and Quality August 2013 1

Provide an overview of the standards used in the existing Quality Management System to determine how it can be leveraged towards a Culture of Quality.

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Objective

Section I: Standards and Structure • Example of template – pointing out each component (control number, document status, sections, etc.)

• Definition of standards - policy vs SOP, etc.

• Organization via the Portal • Approval process • Dissemination method • Use of EASI Community to get the word out Section II: Quality Culture

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Agenda

Document Types: • Standard Operating Procedures (SOP) = Policy o Minimum requirements defined at the corporate level

• Work Instructions (WI) = Compliance to Policy o Detailed or tactical definition of procedures or policies, defined at the divisional or departmental level

• Reference Documents o Supplemental material referenced in an SOP or WI

• Templates o Standardized forms used in the development of SOP’s, WI’s, etc. o Based on ISO approved templates; conducive to certification

• Quality Manuals o A compilation of SOP’s, WI’s and Reference Documents specific to a process, product or service 4

Standards

SOP-0128 Training and Development Corporate Policy

WI-FSG-1501 Divisional compliance to SOP-0128

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Example: SOP and WI Logic

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1 = Business Unit and Address 2 = Standard Type (SOP, WI, Reference Document) 3 = Title of Procedure 4 = Document Number – from inventory 5 = Revision Number (sequential) 6 = Area or Discipline (based on a set of standardized list) 7 = Type of Procedure based on Master Business Process, Products and Services or Management System 8 = Status of Document and dates of activity 6

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Template Format

• Process of Standard Development (new policies) o Add document to inventory – issuance of controlled number o Area o Type of Procedure o Download template (SOP or Work Instruction) o Obtain policy verbiage from process owners or SME’s o Fill in policy verbiage into template o Submit published draft to designated approvers based via SharePoint File Review (centralizes formal approval records) o May go through several approval iterations depending on feedback o Upon final approval, document is packaged for release o Document is released and announced o Inventory record is updated o Links to released document is added to QMS libraries

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• Sections in a Quality Document 1.0 Purpose and Scope 2.0 Responsibilities 3.0 Procedure (Who, What, Why and How) 4.0 Definitions (links to a Lexicon Library) 5.0 Associated Reference Documents 6.0 Associated Knowledge Database 7.0 Associated Tools 8.0 Revision History 9.0 Notifications 10.0 Approvals

Example: http://issuu.com/abmlq/docs/wi-abm-1001_qa_-_unified_workforce_? e=5269733/4402735

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Standards

QMS WIP Library Work In Progress Quality Documents

By Business Unit Format: Non-PDF Access: All Employees

QMS Archive Library Released Quality Documents Organized

by Business Unit Format: Non-PDF QMS Released Library Access: QM Only Released Quality Documents Organized

by Business Unit Format: PDF Access: All Employees

QMS Links Released Quality Documents Organized

by Role or Functional Area Format: Linked from Released Library

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Portal Organization

• Identify levels of approval o Department/Shared Services (Process Owners/SME) o Division o Business Unit o Corporate

• Identify specific approvers per level • Submit via SharePoint OTB File Review o Centralizes all feedback and approvals o Audit trail of versions and approvals o Workflows automate the process of reminding approvers when tasks are due o Compiles all feedback into one email notification 10

Document Approval

Section 10.0 Of All Documents

File Review via ConnectX

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Document Approval

Example of Email Notification – Compiles All Feedback

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Document Approvals

• Document is packaged for release o PDF and Security Policies Applied

• Announcement is posted via: o Portal o abmlq.com o Email announcement with link to document (audience targeting is applied when necessary)

• Divisional/Location Awareness o When applicable, advise divisions or locations to share information to workforce population who are disconnected o Paper-based dissemination when necessary

• Use EASI Community to spread the word 13

Release and Dissemination

• EASI members share information within their spheres of influence at: o Location level o Departmental level o Field or operational level (hard to reach community)

• Use EASI Community Portal to: o Socialize information o Provide venue for questions and feedback

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EASI Community

Quality Culture Building, Encouraging, Sustaining

How is a culture of Quality built, encouraged and sustained?

• Master Business Process • QMS Methodology • Continuous Improvement Logic o Corrective/Preventive Actions o Key Performance Indicators (validate whether objectives are being met) o Audits (scheduled/unscheduled) o Management Reviews

• Learning and Feedback • EASI Program 16

Quality Culture

Customer Value Productivity

SOP-0051

Profile Customer

Customer Scorecard Ind. Benchmark SOP-0058

SOP-0052

Proof of Performance

Needs Assessment

Measurement &Verification SOP-0057

SOP-0053

Business Case Development SOP-0054

Transition & Validation SOP-0055

Master Business Process

Delivery

SOP-0056

Continual Improvement

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Originate Customer

Building the Foundation BPI

Process Map

Work Instructions

Define Metrics

Measure

Control

Improve

Creating a QMS Culture

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QMS Methodology

The Cycle

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Continuous Improvement Logic

Key Performance Indicators Diagram Event: Projects or Initiatives

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Continuous Improvement Logic

SOP-0163 QA – Corrective and Preventive Actions • Audit and CA/PA Tracking • Internal Audits • Key Performance Indicators • Management Reviews • Learning and Feedback

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Corrective/Preventive Actions

ABM Learning and Quality Perpetual results. EASI adoption.

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