Quality Management System The Mentor Way

Inconsistency thy name is humanity Wise men’s answer is the path of Quality Human nature’s to rationalize failure as unexpected Anticipating & managing is the attribute most wanted Driving process yields not just results, also builds business equity

"Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives." - William A. Foster Quality is conformance to customer requirements - Philip Crosby Quality is Fitness for Use - Dr. Edwards Deming

Quality Management System Systematic way of Coordinating & Managing activities of the organization through clear definition of roles, responsibilities, processes & tools to ensure implementation of the quality policy, objectives

Why QMS? QMS is essential for: Meeting Business Objectives predictably Manage consistency in customer experience & mentor reputation Continuous Improvement

QMS consists of 3 fundamental structures: FUNDAMENTAL STRUCTURES OF QMS POLICY MANAGEMENT “Doing the right things ” PERFORMANCE IMPROVEMENT “Doing things right the first time” PROCESS MANAGEMENT “Doing things right”

Quality Management Principles Customer Focus Leadership Involvement of people Process for everything Systems thinking in management Continuous Improvement Data driven approach to decision making Mutually beneficial Customer - Supplier relationships

Mentor Organogram OPERATIONS TEAM CONTENT ENGINEERING TEAM TRAINING DELIVERY TEAM SOLUTION CONSUL- TING TEAM CAPABILITY BUILDING TEAM BUSINESS DEVE- LOPMENT TEAM ADMIN & HUMAN RESOURCES

Quality Policy We will deliver measurable & business relevant learning solutions to our customers that help them perform better consistently meeting their expectations We will provide enjoyable learning experience to our consumers through scientific learning design, creative learning methodologies and adequately enabled & empowered people.

QMS Process - Scope New Client Acquisition Engagement Management Solutioning Content Engineering Capability Building Operations & Delivery Invoicing / Collection HR & Admin

Model of Process-based QMS Continuous improvement of the QMS Customers Requirements Customers Management Responsibility Resource Management Measurement, analysis and improvement Product / Solution Development Input Output Satisfaction Product

QMS Reviews – Quality Audit Monthly Quality Audits Monthly Quality Reviews Quarterly Review & Readiness assessment for external certification

QMS Quality Audit Team V RAGHUNATH – CAPTAIN AJAY JOSEPH AMITHA IYENGAR KUMAR HEMAMALINI

Summary Quality is relative Vision & Mission statements are about quality Everybody is responsible for quality Monitor and review quality Continuous Quality Improvements Understand the Principles of Quality Policies, Processes & procedures are essential Legislation supports quality