Overview of the Quality Management System

The Management System used in Customer Driven Solutions is built on the following principles:

  • Processes describe the critical activities effecting the delivery of products or services
  • Processes are role based

The following picture highlights the key elements of the Management System:

The three gaps that need to be managed when delivering products and service are:

  • What we actually do
    • did we actually understand the customers requirements / expectations?
    • did our tests miss a problem?
    • did we underestimate our resource requirements?
    • etc.
  • What we say we do
    • did people have the appropriate skills, knowledge and experience?
    • were people provided adequate training and coaching?
    • were the processes clear and appropriate to the activities?
    • etc
  • What we could do
    • Are there other standards that are applicable to the products and services we deliver?
    • Could we improve our practices by adopting another standard or best practice model?
    • Do our products and services need to meet additional standards?
    • etc

The elements that influence our ability to close the gaps are:

  • Processes and Technology.
    • The processes describe 'how' the teams will carry out their work.  The tools assist the team members to use the process effectively
  • Training and Coaching
    • Training and coaching provides a safe environment for people to learn and practice using the process.  Coaching provides help at the time the person needs help - not when the next training course is available.  The examples used in the training provide a starting point for people to use the process.
  • Teams
    • Each individual within an organisation has an employment contract and a job.  The processes provide a role based framework for individuals to wear multiple hats.  This provides a significant amount of flexibility for both people taking on assignments using their skills knowledge and experience but also taking on roles that may develop new skills and experience.  
  • Goals and Results
    • Each individual will have a set of objectives and goals.  Assignments will be made consistent with the goals and development plans of the individual.  Performance appraisals evaluate the results against the goals and provide rewards and feedback to the individual.
  • Skills, Knowledge, and Behaviours
    • People take on assignments where they have the appropriate skills, knowledge and experience to achieve the expected results.
  • Assessments & Corrective Action
    • Assessments and corrective action close the loop to ensure that the processes and individuals are achieving the results through using the process.  If the assessments indicate that the process can be improved, then a Corrective action request is raised to address the issue.  If the process is ok, and the person is not able to use the process then either additional training / coaching may be required or the line manager may need to evaluate the performance to date.