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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