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: Customer focus Leadership Involvement of people Process approach System approach of management Continual improvement Factual approach to decision making Mutually beneficial supplier relationship

ISO PDCA P – plan D – do C – check A – act A P C D Process approach

ISO Requirements 4 Quality management system (documentation) 5 Management responsibility 6 Resource management 7 Product realization 8 Measurement, analysis and improvement

PQASSO Planning Governance Leadership and management User-centred service Managing people Learning and development Managing money Managing resources Communications and promotion Working with others Monitoring and evaluation 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/StandardISO 9001PQASSOEFQMNGO Standard Of Quality leadership and managementXXXX financial management-XXX employees and volunteersXXXX process managementXXXX learning and developmentXXXX customer focusXXXX impact on society-XXX sustainability-XX-

Quality management systems Succes QMS improvement