Quality approach for a charitable organisation
Issue
This charitable organisation faced the following issues:
- How to improve the confidence of financial backers?
- How to effectively manage the donations and the increasing budgets in compliance with regulations?
- How to better understand the expectations of the financial backers and the beneficiaries in order to satisfy them?
It was decided to implement a quality approach in order to answer these questions.
Approach
The first phase aimed at evaluating the current organisation in accordance with quality standards and defining together the best quality approach. A decision to implement a quality management system was made.
The second phase consisted of designing a tailor-made quality management system and implementing it. Main steps were:
- Map core processes, support and management processes
- Describe and optimize these processes
- Define how to control and to monitor the processes (key performance indicators, control through documentation, qualification…)
- Implement the basic processes of a quality management system (e.g. documentation process, continuous improvement process…)
Along this project, change management was a key focus: information, communication, training of all stakeholders, including top management. Their commitment was a key success factor for the project.
Outcome
Today, the first benefits for the organisation are the following:
- Roles and responsibilities have been reviewed and described in the organisation system. This system is available on the intranet
- Core processes are under control and monitored through key performance indicators that have been defined
- A continuous improvement process has been designed and implemented. All staff has access to this process
- The quality manager is now trained, experienced and fully loaded to maintain and improve quality levels
