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Overview of Quality Assurance Systems
for CSOs
Blanka Kaker, Slovenian Institute for Quality nad Metrology
Tina Divjak, Centre for Information Service, Co-operation and Development of NGOs
Regional Conference: Quality Assurance Systems for CSOs in IPA Region
October 13 – 15, Zagreb, Croatia
Regardless of sector,
size, structure or maturity,
organisations need to establish
appropriate management systems
in order to be successful
Definitions
quality
degree to which a set of inherent characteristics fullfils requirements
requirement
need or expectation that is stated, generally implemented or
obligatory
quality management system
management system to direct and control an organization with regard
to quality
management system
System to establish policy and objectives and to achieve those
objectives
ISO 9000:2004
ISO 9001
ISO 9001 is probably the world’s most established quality
framework
Quality management principles:
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•
•
•
•
•
•
•
Customer focus
Leadership
Involvement of people
Process approach
System approach of management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationship
ISO 9001 - PDCA
Process approach
A
C
P
D
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•
•
•
P – plan
D – do
C – check
A – act
ISO 9001 - Requirements
4 Quality management system (documentation)
5 Management responsibility
6 Resource management
7 Product realization
8 Measurement, analysis and improvement
PQASSO
• Planning
•Managing money
• Governance
•Managing resources
• Leadership and management
•Communications and promotion
• User-centred service
•Working with others
• Managing people
•Monitoring and evaluation
• Learning and development
•Results.
three levels of achievement
Other “CSO” Standards
Investors in People
Investing in Volunteers
NAVCA Performance Standard
Becoming VISIBLE
PVO (private voluntary organisations) Standards
Quality Assurance System for Refugee
Organisations, Quality in Alcohol and Drug Services
EFQM
The EFQM Excellence Model is a framework for
organisational management systems, promoted by the
European Foundation for Quality Management (EFQM)
and designed for helping organisations in their drive
towards being more competitive.
Is a practical tool to help organisations do this by
measuring where they are on the path to excellence;
helping them understand the gaps; and then stimulating
solutions.
EFQM
NGO Standard of Quality
Slovenia, 2007, working group: experts in quality
(SIQ) and NGO (CNVOS)
requirements are collected in five sections:
•leadership and management,
•employees and volunteers,
•managing resources,
•process control,
•monitoring, evaluation and improvement.
Different aspects of quality
covered by each standard
Aspect/Standard
ISO 9001
PQASSO
EFQM
NGO
Standard
Of Quality
leadership and management
X
X
X
X
financial management
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X
X
X
employees and volunteers
X
X
X
X
process management
X
X
X
X
learning and development
X
X
X
X
customer focus
X
X
X
X
impact on society
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X
X
X
sustainability
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X
X
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Quality management systems
Succes
www.cnvos.si
www.siq.si
www.kakovosten-nvo.si