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

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

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

6. Voluntary Quality Assurance

7. 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 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

9. 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 Check that the job has been done correctly Continually improve the system through measurement, analysis and review 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 Check that the job has been done correctly Continually improve the system through measurement, analysis and review

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

15. 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 Check that the job has been done correctly Continually improve the system through measurement, analysis and review 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 Check that the job has been done correctly Continually improve the system through measurement, analysis and review

17. Learning a foreign language can be a bit of work 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

19. Quality Fuel Efficiency Fuel Efficiency Manufacturing Manufacturing Engineering Engineering Luxury Luxury Utility Utility

20. Fitness for Purpose

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

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

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

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

26. 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.

27. 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.

29. Get It Right the First Time

30. ISO 9000 1. Management Responsibility 2. Resource Management 3. Process Management 4. Measurement, Analysis and Improvement Improvement

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

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

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

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

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

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

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

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

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

40. Resource Management: Human Resources – Volunteers The organization shall 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

41. Resource Management: Human Resources – Volunteers c) Evaluate the effectiveness of the actions taken 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 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 e) Maintain appropriate records of education, training, skills and experience

43. 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.

44. 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.

45. 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 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.

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

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

48. Audits Audits

49. A udits U ncover D efects I n T he S ystem

51. 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.

52. 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.

53. Initially I had to drive this new system but it wasnt 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.

55. Where do we go from here? 1. Introduce the concept to YEOs 2. Find a leader/consultant 3. Form a study/planning group 4. Work with RI on common goals 5. Network with other Rotary Youth Programs 6. Invite ideas from everyone

57. Quality Assurance for Youth Exchange Thank you, Andrew!