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Quality Systems Management
Download the Quality Systems Management course leaflet
Download the CPD Handbook
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On completion of this course, students will be able to:
- Understand the meaning of quality in terms of the products and / or services provided by their organisation.
- See their procedures as processes.
- Use statistical process control to help control and analyse processes.
- Get more value from data obtained from internal quality assessment and external quality assessment programmes.
- Set up an internal quality audit programme.
- Prepare audit checklists.
- Perform internal quality audits.
- Raise non-compliance notes and implement corrective actions.
- Perform a customer survey.
Indicative Content:
Meaning of Quality
- Understand the meaning of quality and apply it to the products and services provided by own organisation.
- Determine important quality features of products and services provided by own organisation.
- Prepare a quality policy (or review existing quality policy) of own organisation.
- Based on quality policy, prepare measurable objectives for your organisation.
Quality assurance
- Understand the meaning and importance of quality assurance.
- Prepare flow chart(s) of major processes involved in your organisation.
- Consider critical control points in processes and whether or not they are being adequately managed.
- Understand how to achieve most benefit from performance of internal quality control (IQC), internal quality assessment (IQA) and external quality assessment (EQA).
- Brief introduction to statistical analysis of quantitative internal quality control data using Westgard rules.
Accreditation
- Have an awareness of the different accreditation standards, e.g., CPA, ISO 17025, ISO 9001 and to understand their basic requirements.
- Understand the requirements of the particular Standard (usually CPA) relevant to the student's organisation.
Internal quality audit
- Understand what internal audits are and the benefits of performing them.
- Understand how to set up an audit programme.
- Understand the requirements of an internal auditing system including.
- how to select auditors.
- how to prepare an audit schedule.
- how to structure audits.
- how to pre-plan audits.
- Understand how to conduct an audit including.
- Having an opening meeting with the auditee.
- Performing the inspection.
- Writing the report.
- Holding a closing meeting with the auditee.
- Non-compliance notes.
- Understand the purpose of non-compliance notes.
- Understand how to document non-compliances.
- Understand how to resolve non-compliances.
- Be able to perform root cause analysis and implement appropriate corrective actions.
Audit checklists
- Understand how to prepare checklists.
- Collaboratively prepare a set of checklist for use in the student's organisation.
Continual improvement
- Understand what continual improvement is.
- Understand how to use Quality Improvement Notes to implement improvements.
Performing an audit
- Prepare an audit checklist.
- Perform an internal audit.
- Write up non-compliance notes and quality improvement notes.
- Prepare an audit report.
Customer liaison
- Understand the importance of liaising with customers to:
- know their requirements
- know their level of satisfaction with the service provide
- Develop a customer service strategy to improve liaison with customers and to determine customers requirements and their level of satisfaction.
- Undertake a customer survey, analyse the results and submit a report of the findings.
- Show an awareness of how improvements might be made in the organisation to raise the level of customer satisfaction.
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