uality systems Comparing Quality Systems Michael Crowley EPR 2008

Edward Deming Quality is everyone's responsibility It is not enough to do your best; You must know what to do, and then do your best

Quality Systems

European Foundation of Quality Management

Frame of Reference Innovation and learning Key Performance results Key Performance results People results People results Customer results Customer results Society results Society results Improvement Results Enablers Processes Policy & Strategy Policy & Strategy Leadership People Partnership & Resources Partnership & Resources

International Standardisation Organisation

Principle 1 Customer focus Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations. Principle 2 Leadership Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives. Principle 3 Involvement of people People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit. Principle 4 Process approach A desired result is achieved more efficiently when activities and related resources are managed as a process. ISO Principles

Principle 5 System approach to management Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives. Principle 6 Continual improvement Continual improvement of the organization's overall performance should be a permanent objective of the organization. Principle 7 Factual approach to decision making Effective decisions are based on the analysis of data and information Principle 8 Mutually beneficial supplier relationships An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value ISO Principles

Customer demands Supplier Client Customer demands Supplier Client Customer satisfaction Supplier Client Customer satisfaction Supplier Client Management Responsibility Management Responsibility Measurement, Analysis and Improvement Measurement, Analysis and Improvement Management of resources Management of resources Management of processes Management of processes Continuous Improvement of Quality Management System Continuous Improvement of Quality Management System Intake & Selection Back to work EmploymentMediation Intervention

Common Quality Assurance Framework

Commission on Accreditation of rehabilitation Facilities

Medical Rehabilitation Programmes Medical Rehabilitation Programmes  Inpatient Hospital  Outpatient  Skilled Nursing  Spinal Cord  Pain  Brain Injury Occupational Rehabilitation Programmes Occupational Rehabilitation Programmes Medical Rehabilitation Case Management Medical Rehabilitation Case Management Behavioural Health Programmes and Services Behavioural Health Programmes and Services Alcohol and Drugs Programmes Alcohol and Drugs Programmes Mental Health Programmes Mental Health Programmes Psychosocial Rehabilitation Programmes Adult Day Services Assisted Living Programmes Employment and Community Services  Employment services Assistive Technology Planning Comprehensive Vocational Evaluation Development  Community Services Coordination Transition Residential Standards for ….

InputOutputReview Continuous improvement Continuous improvement Person focus Rights Ethics Enhanchers Partnership Participation Service focus Person centred Comprehensiveness Leadership Results RI Congress Oslo 2004

uality systems Cross Reference Study

Comparison Quality Systems 1 CQAF Objective A European reference framework to ensure and develop quality in Vocational Education and Training. Identify and recognise excellent performance in rehabilitation service provision. Identify and assure Quality in Service provision for Disability related Social Services. Identify and recognise organisations that deliver quality services in the rehabilitation service provision. A framework to SE-Providers providing a benchmark for developing and improving quality in the provision. Emphasise Monitoring and evaluating quality on National and International level by self- assessment and peer review Compliance with Principles of Excellence by continuous improvement and learning. Compliance with core criteria and operational indicators based on the nine Principles of Excellence.. Compliance with standards aiming for improvement of client’s living conditions. Compliance with minimum standards of best practice or excellence Strategic option EffectivenessEffectivenessEfficiencyEfficiencyEfficiency

Comparison Quality Systems 2 CQAF DirectionInternalControlExternalControlInternalControlInternalControlInternalControl Requirements Review on 13 core quality criteria 9 Principles of Excellence. 54 criteria 9 Principles of Excellence 19 dimensions 38 criteria 100 performance indicators Specific and various requirements for each accreditation area. 15 Quality standards and 97 performance indicators Audit Self-assessment and peer review Self-assessment + external audit External audit Self-assessment Benchmarking Benchmarking not included Benchmarking is encouraged Benchmarking is not included Benchmarking is encouraged RecognitionEuropeEuropeEurope USA / Europe Europe

Comparison Quality Systems 3 CQAF Eligibility Organisation which provide services in the area Vocational Education and Training Rehabilitation Service Providers Organisation which provide disability related Social Services Rehabilitation service Providers and Providers of social services. Organisations which provide Supported Employment Services Market position Not competitive

Summary ► Compulsory - non-compulsory ► Prescriptive - Non-prescriptive ► Single stakeholder perspective - Multi-stakeholder perspective ► Competitive - complementary ► Efficiency - Effectiveness ► Control - Flexibility ► Internal – external ► Guidelines – Criteria - Standards - Indicators