Elements and Performance Criteria
- Plan business quality assurance process
- Determine business quality performance expectations and benchmark standards
- Develop business standards and guidelines for achieving each benchmark
- Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures
- Communicate quality policy and procedures to appropriate stakeholders
- Document expectations, standards and benchmarks in a quality plan based on business documentation standards
- Identify appropriate quality management systems guides, including quality management plan for complex activities
- Implement quality policies and plans
- Write quality policy for business directive
- Create quality management plan for business process
- Distribute quality management plan to key people for feedback
- Analyse feedback to determine if corrective action needs to be taken
- Make changes to quality management plan, if required, to incorporate corrective action
- Allocate key quality tasks and functions to appropriate person as per the quality management plan
- Establish and document a quality reporting and monitoring program
- Check and document skills of staff to ensure that they are able to meet the quality standards required
- Control quality assurance processes
- Implement quality performance guidelines, procedures and processes as per the quality management plan
- Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes
- Monitor quality process performance as per the quality management plan
- Report on monitoring of quality performance to key decision makers
- Identify and record breakdowns in the system and create corrective action requests
- Take immediate corrective action, where necessary
- Improve quality
- Collect, analyse and measure quality performance results against benchmarks to determine quality standards
- Determine the frequency of quality breakdowns through corrective action requests in order to identify whether defects are isolated incidents or require a wider analysis and corrective action
- Determine corrective actions to be taken and assign responsibility for taking the action where appropriate
- Identify who will be responsible for quality improvement
- Implement corrective action solutions and measure performance
- Review and adjust benchmark standards periodically in order to improve quality performance
- Document quality performance results and disseminate the information to stakeholders as appropriate
- Review business procedures at predetermined schedules as part of a management-review process and quality-reporting function