Overview and procedure development, implementation and change
Quality within FRSITO is the delivery of services that meet or exceed the customer’s expectations. A quality system is made up from the processes, procedures and policies that detail how this quality will be achieved by the staff. To implement a quality system effectively, planning, strong leadership, staff involvement and resources need to be committed.
Introduction
FRSITO supports and encourages the concepts of:
Customer focus
Full involvement
Quality management
Continuous improvement
In all aspects of our business.
A quality system will bring the following benefits to FRSITO:
Improved service delivery to customers by providing a consistent approach
A system of known and assessable processes and procedures
Improved ownership by staff of the processes they are responsible for
Improved understanding by staff of all areas of FRSITO
Increased customer satisfaction
Increased job satisfaction
The Quality System will be made up of the following items:
Staff
Leadership
Documentation – procedures, processes, policies and strategies
Continuous process improvement
Auditing
Overview
FRSITO has adopted the philosophy of the Total Quality Management (TQM) Strategy. TQM emphasises the results by working on methods. Problems are solved, not covered up. The people in the organisation, both staff and user groups, are encouraged to indicate where improvements can be made. The TQM principles include:
Customer focus
Focus on quality
Recognising the structure of work
Freedom through control
Unity of purpose
Landing for faults in the systems
Team work
Continual education and training
TQM has a number of quality improvement concepts, which include:
Processes and systems
Customer and suppliers
Quality
Teams and team work
Methods approach
Complexity
Variation
The TQM system monitors and continually improves systems and processes allowing FRSITO to provide customers with what they want, when they want it (within reason of course!).
To ensure acceptable quality standards, the model below is used to establish and evaluate all policies and procedures.
QUALITY MANAGEMENT SYSTEMS MODEL FLOWCHART
The model is a continuous feedback loop. This allows the policy and / or procedure to progress with FRSITO as incremental changes occur.
As and when change occurs, due to external or internal factors, the corrective action procedure will allow the necessary changes to be:
