Qmqmi0012thematchconditional by QMerit

The Match | Conditional Quality control number: QM-QMI-0012 Version 1.0 - FEB2016 Developed by: QMerit Evangelism and Learning

The Match | Conditional 2016 Contents

Introduction to â&#x20AC;&#x153;The Matchâ&#x20AC;? and manual organization ...................................................................................... 2

Navigating QMerit Inc. quality manuals ..................................................................................................................... 3

Maintenance Responsibilities .......................................................................................................................................... 4

Revision History............................................................................................................................................................................... 4

The Match | Conditional 2016 A.

Introduction to “The Match” and manual organization QMerit focuses on the most difficult, and the most impactful, resource matching and allocation for the “last mile” of labor – that is, dynamically allocating the very best resources at the time and place needed at the most optimal cost. Our breakthrough approach solves some of the biggest challenges in the delivery and application of a company’s most important assets, it’s “human capital”. This revolutionary design flips over traditional labor assumptions and focuses keenly on qualifications required at the task or project level. Ingredients required to get the right person at the right place become heavily dependent on individual skills across myriad industries and services and the matching of those skills to discrete work activities. Procedures defined within this quality manual, and influenced by ISO 10667 – 2, explore the steps required to create alignment between existing organization norms and future QMerit influenced worker mores. Several different versions of this quality manual exist, deliberately managing the content and the order in which procedures are displayed, have been assembled to address a broad audience. You will find the most comprehensive of these versions is the “alphabetical all in” version; however, we imagine folks will leverage the other versions more frequently. It is important for a quality manual to be a functional and dynamic tool, thus you will note that the majority of the procedures are work instructions (tactical, step by step instructions) and reference documents (examples, sketches). A total 11 versions have been assembled, they are: The Match | alphabetical “all in” ----The Match | architect version The Match | content author version The Match | content editor version The Match | questions author version The Match | questions editor version The Match | assessments author version The Match | assessments editor version ----The Match | first-time version The Match | memory refresh version The Match | reference version The Match | conditional version This manual is designed to help adopters learn about and unleash the power of skill and labor matching through a Quality Management System (QMS), thus enabling each and every participant to contribute in continually improving business practices to consistently turn out products and services that enhance customer value, conform to customer expectations and increase productivity. This manual is also designed to help QMerit Inc. Customers, Partners, Prospects, and other interested parties understand our commitment to quality and our fundamental beliefs that focus on quality results in our ability to continually meet our customer’s expectations with every customer interaction, product and service that we deliver.

The Match | Conditional 2016

In total well over 100 pages of procedures encompassing 14 quality documents and numerous reference documents make up this series of quality manuals all focused on skill and labor matching. A high-level master business process has been included which references several of the quality documents. This is a great reference as you begin to explore this comprehensive collection of informative procedures.

Navigating QMerit Inc. quality manuals Independent sections are pulled together to create one comprehensive collection, also known as a QMerit quality manual. To that end, navigation can be a bit tricky as sections are added and removed to satisfy the requirements of the consumer. One additional wrinkle, what we really see as a huge benefit, is that each of these independent

The Match | Conditional 2016 sections may be viewed as unique files not required to be in a collection. This “building block” approach provides the greatest flexibility for the quality practitioner. QMerit Inc. uses a publishing platform named ISSUU. This platform provides an elegant display of content and has some fantastic functions built within. The controls and their benefits:  Left and right of the file: you will notice left and right arrows which can assist you in proceeding forward and backward through the document  Controls along the horizontal bottom edge: o left:  minus and plus sign, zoom in and out o right:  magnifying glass: search across document and navigate by clicking selection  box with little vertical boxes: thumbnail which also allows scrolling left and right  page with edge bent over: toggle between single and multiple pages  double arrowheads: full-screen view At the conclusion of each section a navigation screen will be added that provides links to individual collateral within the current manual and to individual collateral within other associated quality manuals. While these may seem a bit redundant, they are easily bypassed and ensure that the user will never be more than a few clicks from a navigational function.

Maintenance Responsibilities It is the responsibility of the owner or author of this manual to maintain this document. All inquiries and revision requests may be submitted to: qmerit@qmerit.com

Revision History QMS Manual Revision: Original Publication Date: Revision Date:

1.0 Month Day Year February 17, 2015

Revision

Date

Description of Change

Revised By

1.0

02/17/16

Document creation

Greg Lush

The Match | Conditional 2016

February 2016 Copyright ÂŠ 2016 by QMerit Inc. 111 Pacifica, Suite 200 Irvine, California 92618 Contact: qmerit@qmerit.com

This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to other physical or electronic form without prior written consent, in writing from QMerit Inc.

QMS STANDARDS

CONTROLLED DOCUMENT: WI-QMI-1000

BUSINESS UNIT:

QMerit Inc. 111 Pacifica, Suite 200, Irvine, CA 92618

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: Configuration; job task analysis (JTA)

AREA: Products and Services TYPE OF PROCEDURE:

Profile customer

DOCUMENT NUMBER: WI-QMI-1000 REVISION: 1.0

PROCEDURE STATUS

IMPLEMENTED

RELEASED

02/10/16

mm/dd/yy

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE Getting the right person to the right place at the right time is a complex equation. Deconstructing the process reveals that many items are in the mix; workers’ role, workers’ competency model (s), mix of work activity types, influence of industry, service or role type, and skill level, relevant and appropriate learning materials, and the equitable analysis of workers’ assessment outcomes. It stands to reason why the last mile of work execution is often referred to as an unpredictable service abyss. Unfortunately conducting a job task analysis (JTA) is not a silver bullet; however, leveraging a JTA provides the organization with participant perspective. In an outcome-based educational environment we are focused on the outcome, for service that is the work activity type. Referencing all of your existing activity types without some form of validation will lead to potentially significant effort directed at learning materials and processes supporting work activities that are conducted once in a blue moon. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES QMerit Inc. maintains certain policies to encourage appropriate levels of feedback for workers. It is the responsibility of QMERIT Inc. and its’ clients to implement and operate this procedure in their areas of operation and to:  

Ensure that the SOP and all associated documents, knowledge databases and tools are understood and adopted. Supplement the SOP with Work Instruction as required in order to meet local market needs, Business Unit needs, regulatory requirements, customer preferences and/or proven operating and/or delivery methods.

2.2 APPROVAL / ESCALATION RESPONSIBILITIES It is the responsibility of QMERIT Inc. and its’ clients to implement this SOP Procedure Title: – Configuration; job task analysis

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: WI-QMI-1000

The QMerit Inc. CLO is the point of escalation for all matters inquired upon or contested with regards to this policy. 3.0 PROCEDURE (WI STEPS) 3.1 CONSIDERATIONS STEP WHAT 1. Competency model influencer

WHEN The perfect application of a competency model identifies skills which can be leveraged by many roles within an organization.

COMPETENCY (WHO) QMerit and client core discovery and project personnel

HOW (TOOLS) To get a complete picture regarding what a specific role does day in and day out a job task analysis is recommended.

Influencers for a competency model may include both a job task analysis output and a listing of the work activity types.

2. Relevance of work activity types

During the discovery phase of a new implementation, identify what work activities are currently being conducted in an organization.

QMerit and client core discovery and project personnel

A JTA can be leveraged to gain perspective from workers. This perspective often leads to a fine tuning of work activity types which ultimately drives learning content and training hours

3. Prioritization of learning content

Once the competency models and the work activities have been blueprinted you will need to start associating learning content

QTAS order in subject matter expert (client)

The outcome from a job task analysis identifies the difficulty, importance, and frequency of work tasks. Use this analysis report to prioritize your learning alignment.

Procedure Title: â&#x20AC;&#x201C; Configuration; job task analysis

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: WI-QMI-1000

3.2 In-Practice STEP WHAT 1. Preparing analysis

WHEN It is recommended that this be conducted during the discovery phase before the final blueprint has been created

COMPETENCY (WHO) QMerit and client core discovery and project personnel

HOW (TOOLS) You may create a form within a survey using any tool. Consider it to include these major areas; applicability, difficulty, importance, and frequency. Solicit feedback using a Likert type scale, consider; very easy, easy, neither easy or difficult, difficult, very difficult. For those with applicability consider; do task, supervised task, responsible for task, N/A. Refer to section 5.O

2. Publishing survey or assessment

3. Scheduling survey or assessment

Once you have fully tested and tried out both the questions and survey/assessment

QTAS order in subject matter expert (client)

Once the assessment is published it can be scheduled for consumption. Myriad variables exist regarding who will see the assessment and how they will receive notification

QTAS order in subject matter expert (client)

Procedure Title: â&#x20AC;&#x201C; Configuration; job task analysis

R-WI-QMI-1000 R2-WI-QMI-1000 R3-WI-QMI-1000 Refer to section 5.O WI-QMI-51005 configuration; assessment Refer to the following (section 5.O) WI-QMI-51002 delivery; assessment

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: WI-QMI-1000

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE LEXICON LIBRARY LINK: LEXICON LIBRARY TERM Assessment Feedback Job task analysis (JTA) Outcome-based education QTAS Standard Operating Procedure (SOP) Topic Work instruction (WI)

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-QMI-1000 | (screenshot) Enter JTA questions R1-WI-QMI-1000 | (screenshot) Solicit JTA feedback R2-WI-QMI-1000 | (screenshot) Analyze JTA information WI-QMI-51005 | configuration; assessment WI-QMI-51002 | delivery; assessment

LOCATION http://bit.ly/R_WI_QMI_1000_EnterJTAQuestio ns http://bit.ly/R1_WI_QMI_1000_SolicitJTAFeedb ack http://bit.ly/R2_WI_QMI_1000_AnalyzeJTAInfor mation http://bit.ly/WIQMI51005 http://bit.ly/WIQMI51002

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE QuestionMark V5 QMerit marked up manual

LOCATION http://bit.ly/R_WI_11000_QuestionMarkV5Marked UpManual

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS QMerit Lexicon Library

Procedure Title: – Configuration; job task analysis

LOCATION http://bit.ly/QMeritLexiconLibrary

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QMS STANDARDS

CONTROLLED DOCUMENT: WI-QMI-1000

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION

1.0 02/16/16

LAST APPROVAL DATE

02/10/16

(MM/DD/YY) (MM/DD/YY)

DOCUMENT AUTHOR: Greg Lush

DOCUMENT MANAGER: Greg Lush

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0

All

CHANGE MADE

Initial entry of document

DATE OF REVISION MM/DD/YY

02/10/16

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS VP Technical Services VP Sales VP Engineering 10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. LOGIN TO VIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: QMERIT INC. TITLE: CLO SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: TRACY PRICE BUSINESS UNIT: QMERIT INC. TITLE: CEO AND CHAIRMAN SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: BUSINESS UNIT: QMERIT INC. TITLE: SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 02/10/16 by Greg Lush Edits and URLs on 02/16/16 by Greg Lush

Procedure Title: – Configuration; job task analysis

Page 5 of 5

Combined links | manuals and master Saturday, February 13, 2016

9:55 AM

----Master NUMERICAL list number the match; alphabetical all in the match; architect version

QMQMI0001TheMatch QMQMI0002TheMatchArchitect

description

link

this manual contains all of the quality documents and their http://bit.ly/QmQmi0001 associated reference documents in alphabetical order by the name. fundamental design and hierarchical configuration elements

http://bit.ly/QmQmi0002

the match; content author version

QMQMI0003TheMatchContentAuthor

feedback, outcomes, and content management (learning collateral) http://bit.ly/QmQmi0003

the match; content editor version

QMQMI0004TheMatchContentEditor

feedback, outcomes, and content management (learning collateral) http://bit.ly/QmQmi0004

the match; questions author version

QMQMI0005TheMatchQuestionsAuthor

configuration and testing of questions

http://bit.ly/QmQmi0005

the match; questions editor version

QMQMI0006TheMatchQuestionsEditor

configuration and testing of questions

http://bit.ly/QmQmi0006

the match; assessments author version

QMQMI0007TheMatchAssessmentsAuthor

configuration and testing of assessments and schedules

http://bit.ly/QmQmi0007

the matching; assessments editor version

QMQMI0008TheMatchAssessmentsEditor

configuration and testing of assessments and schedules

http://bit.ly/QmQmi0008

if this is your first time, this is the manual for you

http://bit.ly/QmQmi0009

similar to first time; however, includes additional tactical elements

http://bit.ly/QmQmi0010

mostly action based procedures, these are commonly reference and include all of the "configuration" based work instructions

http://bit.ly/QmQmi0011

only if conditions require, smallest of all quality manual collections

http://bit.ly/QmQmi0012

the match; first-time version the match; memory refresh version the match; reference version the match; conditional version

QMQMI0009TheMatchFirstTime QMQMI0010TheMatchMemoryRefresh QMQMI0011TheMatchReference QMQMI0012TheMatchConditional

----Master ALPHA list

number

description

link

configuration; assessments

WI-QMI-51005

Assessments from inception to delivery, detailed approach for the most important of steps in QTAS

http://bit.ly/WiQmi51005

configuration; job task analysis

WI-QMI-1000

Detailed steps regarding preparing for and executing a job task analysis

http://bit.ly/WiQmi1000

configuration; questions

WI-QMI-51004

Specific details regarding questions and their configuration; regardless of assessment or learning

http://bit.ly/WiQmi51004

configuration; QTAS

WI-QMI-51003

First of the configuration procedures and for some may provide enough information

http://bit.ly/WiQmi51003

configuration; topics

WI-QMI-51006

Specific details regarding topics and their configuration; regardless of assessment or learning engine

http://bit.ly/WiQmi51006

content management

SOP-QMI-1005

Contribution and consumption of content guidelines and best practices

http://bit.ly/SopQmi1005

feedback; QTAS

SOP-QMI-1000

Guidelines and best practices for feedback at the question, topic and assessment level

http://bit.ly/SopQmi1000

learning models

SOP-QMI-1003

Points of consideration regarding the creation of learning models within an organization

http://bit.ly/SopQmi1003

master business process; QTAS

WI-QMI-11000

Good to be proceeded by WI-QMI-3000, this instruction goes over http://bit.ly/WiQmi11000 the holistic design of questions, topics, assessments and scheduling (QTAS)

master business process; "the" Match

WI-QMI-3000

Overview of the entire process from skill and labor match to qualification via the assessment (s)

metadata; QTAS

WI-QMI-51001

http://bit.ly/WiQmi3000 http://bit.ly/WiQmi51001

Considerations regarding the use of Metadata across your QTAS environment outcomes; QTAS

SOP-QMI-1001

Guidelines and best practices for outcomes at the question, topic and assessment level

http://bit.ly/SopQmi1001

skill and labor matching

WI-QMI-4000

Two exercises specific to skill and labor matching with an output of a "activity alignment matrix"

http://bit.ly/WiQmi4000

solution design

WI-QMI-0100

Translation of a prospects requirements into objectives and benefits

http://bit.ly/WiQmi0100

Planning Page 1

Lexicon lexicon noun [leksiˌkän] the vocabulary of a person, language, or branch of knowledge: ’the size of the English lexicon’. Origin: Early 17th century: modern Latin, from Greek lexicon (biblion) ‘(book) of words’, from lexis ‘word’, from legein ‘speak’

Learning learning noun the acquisition of knowledge or skills to experience, study, or being taught: ‘these adults experienced difficulties in learning’

——— instructions for use: search or “flip through” this section of the lexicon library for terms and definitions related to the quality management system. Depending upon your file reader search is also in expeditious option. All lexicon entries are in alphabetical order ——— examples of definitions contained within: 

assessment



CLO



feedback



outcome-based edu



QTAS



scheduling



topic

Assessment Contributor Greg Lush

Created: 20151230 Modified:

Definition An assessment has a primary objective of providing practice for search and retrieval from memory per student and provide perspective feedback (items, topic and/or assessment level)

Related QTAS

Questions, topics, assessments and schedul ...

Scheduling

Deliberate delivery of published assessments ...

Topic

A topic contains a group of questions that...

Notes from Merriam-Webster: ď&#x201A;ˇ

the act of making a judgment about something: the act of assessing something

ď&#x201A;ˇ

an idea or opinion about something

Learning

CLO Contributor Greg Lush

Created: 20160208 Modified:

Definition

Related CLO insights

Notes and observations recorded during the first use

Leveraging experience and background within the service industry, along with years in strategy and quality management, with the pragmatic application of available learning styles and technology, the QMerit CLO translates business analysis information to the direct alignment between skills required for specific work activities and those available skills from the community. Resulting in the most appropriate match of skills and labor across internal and external labor markets.

Notes from WikiPedia: A Chief Learning Officer (CLO) is the highest ranking corporate officer in charge of learning management. CLO's can be experts in corporate personal training, with degrees in education, instructional design, business or similar fields. Qualified CLO's should be able to drive the corporate strategy and alignment development of people with the business goals of the organization. A full complement of skills, from business analytics, technology, learning theory, performance consulting and scientific inquiry are important for success. The CLO may report directly to the CEO.

Learning

Feedback Contributor Greg Lush

Created: 20151230 Modified:

Definition

Related Outcome-based edu

At the conclusion of our learning alignment...

We believe strongly that people want to do the right thing. However, if you never give a person feedback how are they expected to ever meet your goals? Feedback must always be focused on the desired outcome. With the outcomes front and center it is easy to create meaningful feedback related to both correct and incorrect stimuli responses. Bear in mind that the objective is participant success and transfer of knowledge. Feedback should be configured at the question, topic, question block, and assessment levels. In many cases feedback will take longer than the questions themselves to create.

Notes from Merriam-Webster: ď&#x201A;ˇ

helpful information or criticism that is given to someone to say what can be done to improve a performance, product, etc.

Learning

Job Task Analysis Contributor Greg Lush

Created: 20151230 Modified:

Definition

Related Outcome-based edu

At the conclusion of our learning alignment...

The job task analysis (JTA) is primarily used to solicit feedback from participants regarding the applicability of assessments or work activities and their priority within their working environments. By assessing the significance of the task across three dimensions; difficulty, importance, and frequency, we have a leg up in understanding what skills are required to execute a successful outcome. Often times, as a result of this analysis, focus shifted to areas which are most important to the worker population.

Notes from Wikipedia: Job analysis (also known as work analysis) is a family of procedures to identify the content of a job in terms of activities involved and attributes or job requirements needed to perform the activities. Job analysis provides information to organizations which helps to determine which employees are best fit for specific jobs. Through job analysis, the analyst needs to understand what the important tasks of the job are, how they are carried out, and the necessary human qualities needed to complete the job successfully. The process of job analysis involves the analyst describing the duties of the incumbent, then the nature and conditions of work, and finally some basic qualifications. After this, the job analyst has completed a form called a job psychograph, which displays the mental requirements of the job. The measure of a sound job analysis is a valid task list. This list contains the functional or duty areas of a position, the related tasks, and the basic training recommendations. Subject matter experts (incumbents) and supervisors for the position being analyzed need to validate this final list in order to validate the job analysis. Job analysis is crucial for first, helping individuals develop their careers, and also for helping organizations develop their employees in order to maximize talent. The outcomes of job analysis are key influences in designing learning, developing performance interventions, and improving processes. The application of job analysis techniques makes the implicit assumption that information about a job as it presently exists may be used to develop programs to recruit, select, train, and appraise people for the job as it will exist in the future

Learning

Outcome-based education Contributor Greg Lush

Created: 20160208 Modified:

Definition

Related Feedback

We believe strongly that people want to...

At the conclusion of our learning alignment exercise it is expected that QMerit clients have aligned their workers skill sets to specific work activities. To that end QMerit deploys an outcome-based approach starting with an assessment and bridging back to learning content as required.

Notes from Wikipedia: ď&#x201A;ˇ

Outcome-based education (OBE) is an educational theory that basis each part of an educational system around goals (outcomes). By the end of the educational experience each participant should have achieved the goal. There's no specific style of teaching or assessment in OBE; instead classes, opportunities, and assessments should all help participants achieve the specified outcomes.

Learning

QTAS Contributor Greg Lush

Created: 20160208 Modified:

Definition Questions, topics, assessments, and scheduling (QTAS) are critical to achieve and deliver learning alignment within an organization. QTAS is one component of a traditional learning environment and generally is one of the final steps. However, within an “outcome based learning” design you will often see QTAS as the lead, driving participants to learning content from the stimuli packaged within the assessment.

Related Assessment

An assessment has a primary objective of ...

Scheduling

Deliberate delivery of published assessments ...

Topic

A topic contains a group of questions that...

Notes ———

Learning

Scheduling Contributor Greg Lush

Created: 20160208 Modified:

Definition Deliberate delivery of published assessments is achieved through a scheduling process. While the concept of scheduling is not a mystery, the use of “specific windows” when delivery learning content can have an impact on the motivation and transfer of knowledge to participants.

Related Assessment

An assessment has a primary objective of ...

Topic

A topic contains a group of questions that...

QTAS

Questions, topics, assessments and schedul ...

Generating schedule windows clearly defines expectations and assists participants in managing their priorities. Along with scheduling, organizers also control who sees the information (at the individual or group level).

Notes from Merriam-Webster: 

plan of things that will be done in the times when they will be done



a written or printed list of things in the times when they will be done



a list of times when buses, trains, airplanes, etc., leave or arrive

Learning

SME Contributor Greg Lush

Created: 20160208 Modified:

Definition

Related Standards

Standards are documented agreements containing procedures…

Subject matter experts are critical in making sure that the “rubber hits the road”. A strong community of SME’s representing the entire corporate landscape significantly increasing your odds of adoption and relevance. SME’s are not everything to everyone and many mis-applications of these resources occur, souring the rest of SME candidates willingness to participate. Once you have connected with an SME listen carefully to how they would like to be leveraged, apply their requests and not your assumptions.

Notes from Wikipedia: A subject-matter expert (SME) or domain expert is a person who is an authority in a particular area or topic. The term domain expert is frequently used in expert systems software development, and there the term always refers to the domain other than the software domain. A domain expert is a person with special knowledge or skills in a particular area of endeavor. An accountant is an expert in the domain of accountancy, for example. The development of accounting software requires knowledge in two different domains, namely accounting and software. Some of the development workers may be experts in one domain and not the other. A SME should also have basic knowledge on other technical subjects.

Learning

Topic Contributor

Greg Lush; QuestionMark

Created: 20160208 Modified:

Definition A topic contains a group of questions that relate to a particular subject, level of difficulty, or some other common trait. The topic can contain other topics (subtopics) and are used for structuring questions into logical groups. For example, you may have a topic called "mathematics" containing two subtopics, one called "calculus" containing questions on calculus, and one called "algebra" containing algebra questions.

Related Assessment

An assessment has a primary objective of ...

QTAS

Questions, topics, assessments and schedul ...

Scheduling

Deliberate delivery of published assessments ...

Notes from Merriam-Webster: ď&#x201A;ˇ

someone or something that people talk or write about

Learning

Quality | QMS quality management system verb is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is expressed as the organizational structure, policies, procedures, processes and resources needed to implement quality management.

corrective action



preventative action



reference document



SOP



standards



work instruction

CLO insights Contributor Greg Lush

Created: 20160208 Modified:

Definition

Related CLO

Leveraging experience and background within the service...

Notes and observations recorded during the first use of an application. These items are written in an informal manner and generally equal notes that you may find while reading study materials from another student. As folks are getting comfortable with concepts this easy to review, bulleted listing may provide just the sequence of words to help someone connect with the process.

Notes ———

Quality | QMS

Corrective action Contributor Greg Lush

Created: 20160208 Modified:

Definition

Related Preventative action

A Preventative Action Form documents action...

A Corrective Action Form documents action (s) required to eliminate the existence of nonconformance in a product, service or process. The need for a Corrective Action Form typically arises from one of the following instances: 

Quality Audit identifies a defect in a process causing customer satisfaction or process performance concerns.



Customer satisfaction concerns, either internal or external, are raised through the normal course of customer communication, or as a result of a formal customer survey.



Performance Measurement System identifies corrective actions required to meet process performance and/or customer satisfaction metrics.

Notes ———

Quality | QMS

Preventative action Contributor Greg Lush

Created: 20160208 Modified:

Definition

Related Corrective action

A Corrective Action Form documents action...

A Preventive Action Form documents action (s) required to enhance or modify a product, service, or process as documented in an SOP or WI to prevent nonconformance in the future. The need for a Preventive Action Form typically arises from one of the following instances: 

Corrective Action that has been taken to correct an existing nonconformance identifies the root cause of the nonconformance to be a defect in a process, product or service that can be prevented by modifying the process, product or service.



Quality Audit identifies a defect in a process causing customer satisfaction or process performance concerns that do not require corrective action.



Customer satisfaction concerns, either internal or external, are raised through the normal course of customer communication, or as a result of a formal customer survey.



Performance Measurement System identifies preventive actions required to meet process performance and/or customer satisfaction metrics.

Notes ———

Quality | QMS

Reference doc Contributor Greg Lush

Created: 20160208 Modified:

Definition A Reference Document is a document that has been referenced by a Standard Operating Procedure or Work Instruction that provides additional information, instructions or other supporting reference to accurately document the Standard Operating Procedure or Work Instruction (WI). Typically these documents are procedure manuals, images or drawings, spreadsheet tools or forms. QMerit QMS provides a framework for developing documentation and providing open access to those that require access to perform their jobs or enhance their contribution to the organization. Existing process documents that fit the description of reference documents will be described in a Work Instruction that will provide an online link directly to the existing document or provide information about where to locate the document.

Related Standards

Standards are documented agreements containing procedures…

Work Instruction

A Work Instruction (WI) is a doc produced ...

Notes ———

Quality | QMS

SOP Contributor Greg Lush

Created: 20160208 Modified:

Definition A Standard Operating Procedure (SOP) is a document produced and approved by QMerit managers and published. SOP's require that a particular approach be adopted as a means of accomplishing a task and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The alignment of a companyâ&#x20AC;&#x2122;s business process with an industry known standard (such as ISO) produces an SOP. This document may be viewed as a strategic document spanning all departments and clients

Related Standards

Standards are documented agreements containing procedures...

Work Instruction

A Work Instruction (WI) is a doc produced ...

Notes from Merriam-Webster: ď&#x201A;ˇ

something that is done or given to someone in order to prevent trouble, gain support, etc.

Quality | QMS

Standards Contributor Greg Lush

Created: 20160208 Modified:

Definition Standards are documented agreements containing procedures or specifications to be used consistently as rules, guidelines, or definitions of characteristics, to ensure that processes, products and services are fit for their purpose. 

For QMerit, the development and adoption of standards will provide the framework to:



Develop a consistent management system to ensure that resources are used effectively;



Identify opportunities to leverage the value and contribution of each of the QMerit Business Units to strengthen the QMerit value proposition;



Share and implement best in class processes amongst Business Units;



Continuously evaluate our performance, processes, products and services to ensure a leading market position in the industry.



Communicate the QMerit commitment to quality to our employees, Clients and the marketplace.

Related SOP

A strategic operating procedure (SOP) is a doc produced ...

Work Instruction

A Work Instruction (WI) is a doc produced ...

Notes ———

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Work instruction Contributor Greg Lush

Created: 20160208 Modified:

Definition A Work Instruction (WI) is a document produced and approved by the Business Units and published. When details provided within a SOP do not relate entirely to Business Unit business, WIâ&#x20AC;&#x2122;s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by an SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in an SOP to accommodate the needs of a Business Unit. This document may be viewed as a tactical document specific to Business Unit requirements.

Related SOP

A strategic operating procedure (SOP) is a doc produced ...

Standards

Standards are documented agreements containing procedures...

Notes from BusinessDirectory.com: ď&#x201A;ˇ

A description of the specific tasks and activities within an organization. A work instruction in a business will generally outline all of the different jobs needed for the operation of the firm in great detail and is a key element to running a business smoothly.

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Technology technology [tekˈnäləjē] noun the application of scientific knowledge for practical purposes, especially in industry: "advances in computer technology", "recycling technologies"

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Blogs Contributor Greg Lush

Created: 20160212 Modified:

Definition Blogs have been around a long time, way before the popularity of Facebook and twitter. These tools allow in author to present a perspective or challenge a community to rally behind a concept. Successful blogs have a great blend of content and controversy allowing contributors to share their opinions in a trusting environment.