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Introduction

For any organisation to be successful it is essential that users’ requirements are fully met. Inspire is committed to providing the best services possible and needs to be able to demonstrate that it provides quality services and manages the organisation efficiently and effectively.

In an increasingly competitive market, it is critical that Inspire is able to evidence our commitment to quality to partners, users, benefactors, employees, potential employees and volunteers.

What is Quality Assurance?

Quality assurance is the process of verifying or determining whether products or services meet or exceed user expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals.

This process considers design, development, implementation and evaluation. It is essentially about learning what we are doing well and striving to do it even better. It also means finding out what we may need to change to make sure we meet the needs of our users.

Quality Assurance in Practice

As a user-led organisation, we endeavour to understand current and future users’ needs and will strive to meet users’ requirements and exceed expectations at all times.

There is a shared understanding throughout the organisation about what we are trying to achieve and how we are trying to achieve it. This involves:

  • Adhering to quality objectives that have been developed in consultation with relevant stakeholders, reviewing their relevance and monitoring output (through KPI’s) & outcomes (through realization of pre-determined goals) against these objectives regularly
  • Having a Board and management team in place who can provide clear vision and direction
  • Having all policies and procedures documented and regularly reviewed
  • Having Business Plans that detail our strategic priorities for the next financial year
  • Having an EOQ report that establishes action plans with measurable outcomes
  • Developing a Personal Development Plan for each employee to ensure that they have the relevant skills and expertise through the process of supervision, observation & appraisal. Using effective communication networks to keep all stakeholders informed
  • Actively participating in the audit process, both internal and external, in order to drive and promote continual improvement.
  • Ensuring compliance with applicable requirements of MSA EN ISO 9001:2015, as well as any other standards required as part of other accrediting processes.

There is an infrastructure capable of supporting the delivery of our aims and strategic priorities.

There are the necessary resources in place to support the delivery of our aims and strategic priorities.

There are monitoring procedures in place to ensure that policies and procedures are being implemented and are effective.

We have positive relationships with our partners and others working in our field to enable us to share experiences and resources, to pool expertise and work in partnership in the best interest of our users.

We evaluate all activity on a continual basis and use the feedback gained to inform the development of our policies, Business Plans, Action Plans and Personal Development Plans.

Through the above, we ensure that we satisfy established requirements with interested parties.

Quality Marks

Inspire has developed a quality manual & processes that will be assessed on an annual basis to ensure that these are still the most relevant for the organisation.

Responsibilities

Ultimate responsibility for the implementation of this policy rests with the Senior Team. They are responsible for ensuring that the policy is reviewed, ensuring that the organisation is in a position to deliver quality services as outlined above.

The Senior Team is responsible for overseeing the implementation of the Quality Assurance Policy and ensuring that all managers are adhering to their responsibilities.

Achievement of this policy’s aims involves all employees and volunteers. In order for the organisation to be successful, every person must understand our users’ needs and be responsible and accountable for the quality of their work.

Policy Revisions

This policy will be reviewed periodically and amended as necessary, or in accordance with any forthcoming legislation. All employees should pass suggestions or recommendations for the revision of any aspect of the policy through normal channels to the Expert Panel.

Meeting agreed with customer requirements for delivery within the timeframes stipulated within the established Service Pathway.

Meeting regularity and any other requirements for service realization – in accordance with established SOPs, policies, processes and legislation.

To enable internal & external parties – including accreditation bodies to assess the organizations’ ability to meet requirements.

Identifying opportunities for improvement (OFI’s) through quality control and evaluation.

Minimizing the impact and consequence of poor quality.

Minimizing the impact and consequence of risk through the implementation of risk analysis and ensuring there are adequate risk prevention processes in place.

Identifying new opportunities for development to ensure continuous growth.

Establishing links both internally and externally to widen our influence & involvement within society.

Striving to involve stakeholders to work toward quality & improvements.

Last Revised May 2018