Quality Assurance for Youth Exchange Dennis White D. 6220 dkwhite@itol.com

In England, you can use a cheque to pay the bill, whereas in America, you can use a bill to pay the check.

"Hi there, anyone got a rubber they can lend me?"

Voluntary Quality Assurance

1. Training and Orientation for Students, Host Parents, and Counselors 2. Effectiveness of Club Guidelines when Dealing with a Problem Students 3. Dealing with Medical, Mental, and Eating Problems 4. Early Returns and Other Incomplete Exchanges

A good Quality System can help: 1 A good Quality System can help:   1. Determine what is required to be done 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program implementation understands what they are expected to do 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary 5. Provide the resources and the procedures to enable the work to be done correctly and efficiently 6. Check that the job has been done correctly 7.  Continually improve the system through measurement, analysis and review

A good Quality System can help: 1 A good Quality System can help:   1. Determine what is required to be done 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program implementation understands what they are expected to do 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary 5. Provide the resources and the procedures to enable the work to be done correctly and efficiently 6. Check that the job has been done correctly 7.  Continually improve the system through measurement, analysis and review

A good Quality System can help: 1 A good Quality System can help:   1. Determine what is required to be done 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program implementation understands what they are expected to do 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary 5. Provide the resources and the procedures to enable the work to be done correctly and efficiently 6. Check that the job has been done correctly 7.  Continually improve the system through measurement, analysis and review

Suddenly, A heated exchange occurred between the King and the moat contractor

A good Quality System can help: 1 A good Quality System can help:   1. Determine what is required to be done 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program implementation understands what they are expected to do 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary 5. Provide the resources and the procedures to enable the work to be done correctly and efficiently 6. Check that the job has been done correctly 7.  Continually improve the system through measurement, analysis and review

Learning a foreign language can be a bit of work Climbing Mt. Everest in your bare feet can be a bit of work Andrew helped me out a bit with this speech

Quality Fuel Efficiency Manufacturing Engineering Luxury Utility

Fitness for Purpose

Mission Statement Google: ‘to organize the world's information and make it universally accessible and useful’

Mission Statement Starbucks: ‘Establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow.’

Mission Statement Walt Disney’s is simply ‘to make people laugh’ No cynicism Nurturing and promulgation of "wholesome American values" Creativity, dreams and imagination Fanatical attention to consistency and detail Preservation and control of the Disney "magic"

Mission Statement to have every 17 year old in the world spend a year as an exchange student!

Mission Statement “The mission of Rotary Youth Exchange is to provide young people with the opportunity to learn consideration and tolerance of others and to achieve a greater understanding of themselves and the world through exposure to new and unfamiliar cultures.”

Mission Statement Rotary Youth Exchange is committed to ensuring the safety and welfare of all participants through the highest standards of selection, training, supervision and support. Rotary Youth exchange is committed to providing well structure programs delivered in a consistent manner.

‘Get It Right the First Time’

ISO 9000 Management Responsibility Resource Management Process Management Measurement, Analysis and Improvement

Management Responsibility 1. Management commitment District commitment 2. Customer focus Student (or other Customer) focus 3. Quality policy Quality policy 4. Planning Planning 5. Authority and Authority and communication communication 6. Management review District review

Management Commitment Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by:

Management Commitment Communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements Establishing the quality policy Ensuring that quality objectives are established Conducting management reviews Ensuring the availability of resources

District governor importance of meeting customer as well Communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements Establishing the quality policy Ensuring that quality objectives are established Conducting management reviews Ensuring the availability of resources

2. Resource Management requirements   1. Provision of resources Provision of resources   2. Human Resources Volunteers 3. Facilities Not applicable 4. Work Environment Environment (Home, School, Tours & Activities)

3. Process Management (Program Management)   1.  Planning of Processes Program Planning 2.  Customer related processes Student related processes 3. Design and or Development Program Development

3. Process Management (Program Management)   4. Purchasing Externally Supplied Services 5. Production and Service Program Operations Operation 6. Control of measuring Not and monitoring devices Applicable

4. Measurement, Analysis and Improvement   1.  Planning 2.  Measuring and Monitoring 3.  Control of Non-Conformity 4.  Analysis of Data 5.  Improvement

Resource Management: Human Resources – Volunteers   Personnel performing work affecting product quality shall be competent on the basis of appropriate education, training, skills and experience.

Resource Management: Human Resources – Volunteers   The organization shall a)  Determine the necessary competence for personnel performing work affecting product quality b) Provide training or take other actions to satisfy these needs

Resource Management: Human Resources – Volunteers c) Evaluate the effectiveness of the actions taken d) Ensure that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives e) Maintain appropriate records of education, training, skills and experience

“The organization shall continually improve the effectiveness of the quality management system through the use of the quality policy, quality objectives, audit results, analysis of data, corrective and preventive actions and management review.”

District ‘A’: Updates their procedures regularly and the policy regarding the use by students of email and cell phones was documented three years ago following investigation of an issue with a student. They inform their new students of the policy at inbound orientation. This policy is also communicated to Club YEOs, Counsellors and host families in their training and information pack. The policy is shared, in writing with the sponsoring district, club and natural parents.

District ‘B’: At their inbound orientation District ‘B’ gets a question from a student about email and so tells the students only and not the other parties but does not give the students any written training notes.

District ‘C’: Says nothing because they just do at inbound orientation what they did when they first set up the training 10 years ago.

Which district invested more time initially on this topic? Which District YEO is going to have less stress and play more golf (sail)?

Audits

Audits Uncover Defects In The System

“When I set up the Quality Management System in my own business I got in a consultant who had previously designed and implemented ISO9000 programmes in several other companies. We looked at what we did already, what paperwork existed and where we fell short of the requirements of the standard.

We then documented what was done and in consultation with those who had to work the system, documented what else had to be done to comply with the requirements of the standard.

Initially I had to drive this new system but it wasn’t long before people began to see the benefits, realised that it helped to reduce their problems and then became active in making the system their own”.

Where do we go from here? Introduce the concept to YEOs Find a leader/consultant Form a study/planning group Work with RI on common goals 5. Network with other Rotary Youth Programs 6. Invite ideas from everyone

Quality Assurance for Youth Exchange Thank you, Andrew!