Quality System in OHS Kari-Pekka Martimo Pre-Accession Advisor

1)Show, what you are doing! Define your key processes 2)Show, how you are doing it! Describe your key processes 3)Do what you promise! 4)Prove your performance! Collect data on processes, audit 5)Improve your performance! Quality Management

Documentation of Quality System (ISO)

Responsibility and commitment of the management Customer oriented approach Process control Managing subcontractors Follow-up of quality Control and prevention of deviations in quality Continuous Quality Improvement Follow-up of the implementation and operation of the quality system Basic Elements of Quality System

Audit What am I doing? How am I doing? Am I really doing what I think I am doing? Do I perform like all others? Are we performing the best possible way? That is hard to believe – prove it! SELF AUDIT YES BENCHMARKING EXTERNAL AUDIT NO How do we know this? Does everybody agree in the OH unit? Do our customers agree? Do payers agree? Do the authorities agree? What is the best practice? Why? How? Why was I wrong? Does it matter? Can I change? How? No

1)Difference between the expected and the experienced quality 2)Difference in the idea of quality between customer and the service provider 3)Difference between the true quality characteristics and those aspired 4)Conflict between image and experience 5)Different ideas of authorities, payers, service provider and customer 6)Gaps between processes! Quality Gaps

Do the Right Things Right! Good quality of incorrect processes Low quality of incorrect processes Low quality of correct processes Good quality of correct processes QUALITY STRATEGY HIGH LOW WRONG RIGHT