Sei sulla pagina 1di 48

ISO in the Schools?

Why and How the


Erie County Technical School
Attained ISO 9001:2000 Registration

ASQ Presentation
Aldo Jackson, Director
Natalie Fatica, Coordinator
Human & Quality Resources

March 16, 2004


Presentation Overview

l Background information on the school


l Why we made the decision to pursue ISO
certification
l Quality Policy, Key Processes & Quality
Objectives

2 March 16, 2004 ISO in the Schools


Presentation Overview

l Challenges to implementing our QMS


l Policy alignment
l Results & benefits from registration
l Opportunities for growth

3 March 16, 2004 ISO in the Schools


Background Information on ECTS

l Career & Technical Education (CTE)


department for 11 schools districts
l Established in 1969
l 19 CTE programs for high school students

4 March 16, 2004 ISO in the Schools


Background Information on ECTS

l Career alternative education program for


middle school youth
l Regional Career & Technical Center
– (adult CTE classes)
l Annually serve 850 high school students
– (15% of 10th, 11th and 12th graders)

5 March 16, 2004 ISO in the Schools


Background Information on ECTS

l Annually serve 800 adults in part-time


evening classes
l Annual budget: $4 million
l Campus composed of 2 buildings and 175
acres

6 March 16, 2004 ISO in the Schools


Background Information on ECTS

l Facility & Equipment Value: $18 million


l Faculty and Staff: 60

7 March 16, 2004 ISO in the Schools


Our Guiding Principles

l Ensure the safety and welfare of our students


l Provide opportunities for learning
l Protect the public trust
l Provide for the transition from school to work,
additional training or military service
l Embrace diversity

8 March 16, 2004 ISO in the Schools


Why we made the decision to
pursue ISO certification

l Prove the “quality” in our school and


programs: seal of approval
l Manage quality in a language that Business
& Industry understood
l Management’s response to teachers’ quality
efforts—national skill standards

9 March 16, 2004 ISO in the Schools


Why we made the decision to
pursue ISO certification

l Add structure to an unstructured


environment
l Establish a driver to improve the quality of
our systems—a “sustaining initiative”

10 March 16, 2004 ISO in the Schools


Quality Policy

The Erie County Technical School is


committed to providing career and technical
education that exceeds the expectations of
our customers while continually measuring
our progress and improving our programs and
services.

11 March 16, 2004 ISO in the Schools


Key Processes

A. Product Realization Processes


1. Program Design
– Inputs
l Student Requirements
– Career Interests & Needs
l Emerging Occupations
l Current and New Skill Sets

12 March 16, 2004 ISO in the Schools


Key Processes

A. Product Realization Processes


1. Program Design
– Outputs
l New CTE Programs
l Revised Programs
l New or Revised Support Services

13 March 16, 2004 ISO in the Schools


Key Processes

A. Product Realization Processes


2. Program Delivery
– Models: 1-yr. and 3-yr. programs
– Teaching Methods
– Instructional Media

14 March 16, 2004 ISO in the Schools


Key Processes

A. Product Realization Processes


3. Student Services
– Guidance
– Recruitment
– Enrollment
– Retention
– Attendance
– Placement

15 March 16, 2004 ISO in the Schools


Key Processes

B. Resource Management Processes


1. Fiscal Services
– Purchasing
– Receivables

16 March 16, 2004 ISO in the Schools


Key Processes

B. Resource Management Processes


2. Human Resources and Development
– Hiring
– Performance Assessment
– Training

17 March 16, 2004 ISO in the Schools


Key Processes

B. Resource Management Processes


3. Technology
4. Safety and Security
5. Infrastructure
– Maintenance
– Improvements & Additions
– Utilities

18 March 16, 2004 ISO in the Schools


Key Processes

C. Quality Management System Processes


1. Improvement
– Continual Improvement
– Corrective Action
– Preventive Action

19 March 16, 2004 ISO in the Schools


Key Processes

C. Quality Management System Processes


2. Customer Satisfaction
– Students—Surveys and Focus Groups
– Faculty & Staff
– Employers

20 March 16, 2004 ISO in the Schools


Key Processes

C. Quality Management System Processes


3. Internal Auditing
4. Management Responsibility
– Quality Planning
– Quality Objectives
5. Document & Data Control

21 March 16, 2004 ISO in the Schools


Quality Objectives

Criteria
Operational Objective Measurement Criteria Frequency Results
Met
Curriculum Design and Development
A. Curriculum (NOCTI) 80% of students perform at or Of 27 analysis points,
Annually No
Reliability above the national norm 16 were below criteria
B. Curriculum (Craft Advisory A majority of committee Semi- Minutes reviewed,
Validity Committees Minutes) members endorse curriculum annually curricula endorsed Yes
Instruction
C. Skills Attainment (NOCTI) 80% of students perform at or Of 27 analysis points,
Annually No
above the national norm 16 were below criteria
D. Attendance Rates (Periodic Attendance Average daily attendance is Averages consistently
Reports) greater than 90% Quarterly above 90% in quarters Yes
reviewed
E. Retention Rates (Periodic Enrollment 90% of the student remain Quarterly enrollments
Quarterly Yes
Reports) enrolled exceeded the criteria
F. Student Satisfaction 90% of areas achieve a grade of Semi- All programs
Yes
Results B or better annually evaluated met criteria.
Guidance Services
G. Enrollment Share (Enrollment Enrollment represents 15% of From 2000-2001 to
Semi-
Compared to the ADM or a 2 percentage 2001-2002 increase of No
annually
Population) point increase .8
H. Customer 90% of areas achieve a grade of Semi- All programs
Satisfaction Results B or better annually evaluated met criteria. Yes
Placement Services
I. Placement Rates (Placement Rates) 30% of the seniors participate in 2003 Co-op Rate =
co-op and 90% of all graduates Monthly 21%; 2002 Placement No; Yes
attain successful transition Rate = 93%.
J . Employer Contacts (Register of Employer Semi- Maintained
Contacts) annually Yes
K. Customer 90% of areas achieve a grade of All six areas assessed
Annually Yes
Satisfaction Results B or better received a B or better

22 March 16, 2004 ISO in the Schools


Challenges to Implementing Our QMS

l Interpreting the ISO standard


– Three schools previously—1994 Standard
– Use of a manual template
l Staff Buy-in and Participation
– Creating Ownership
– Demonstrating Value “from” System

23 March 16, 2004 ISO in the Schools


Challenges to Implementing Our QMS

l Adding bureaucracy to an already


bureaucratic organization
l Developing the internal auditing process
– Training auditors
– Establishing audit standards
– Interpreting audit results

24 March 16, 2004 ISO in the Schools


Challenges to Implementing Our QMS

l Calibration
– Product—Training
– Student Performance Tools & Equipment
– Safety
l Making it “Our” System
– Cookie Cutter Template
– Reliance on External Auditor

25 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

4.0 General ü Processes


Management ü QMS Documents—
System Quality Policy &
Objectives
ü Document Control

26 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

5.0 Management ü Director’s


Responsibility commitment
ü Communication
ü Management
Representative
ü Management Review

27 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

6.0 Resource ü Human


Management ü Infrastructure
ü Environment
ü Supporting Services

28 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

7.1 Planning of Product ü Quality Objectives


Realization ü Verification
ü Validation
ü Inspection and
Monitoring of Training

29 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

7.2 Customer Related ü Customer


Processes Requirements
ü Requirements Review
ü Communicating with
the Customer

30 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

7.3 Design & ü Process for New and


Development Revised Programs
ü Design Inputs
ü Design Outputs
ü Review
ü Verify
ü Validate

31 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

7.4 Purchasing ü Affect on Educational


Process
ü Supplier Selection
ü Inspection &
Verification

32 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

7.5 Production & ü Traceability


Service Provision ü Customer Property

33 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

7.6 Control of ü Student Progress


Measuring & ü Program Tools—
Monitoring Devices Calibration
ü Safety

34 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

8.1 Measurement, ü Service Conformity


Analysis and ü QMS Conformity
Improvement ü Continuous
Improvement

35 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

8.2 Monitoring & ü Customer


Measuring Satisfaction
ü Internal Audits
ü External Audit

36 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

8.3 Control of Non- ü Non-conforming


conforming Product Training
ü Reworked
ü Concession
ü Rejected

37 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

8.4 Analysis of Data ü Customer


Satisfaction
ü Student & Program
Performance
ü Suppliers

38 March 16, 2004 ISO in the Schools


Policy Alignment

ISO Policy School’s Interpretation

8.5 Improvement ü Corrective,


ü Preventive &
ü Continual
Improvement Actions

39 March 16, 2004 ISO in the Schools


Results & Benefits of Registration

l Document Control—Forms and Work


Instructions
– Electronic Forms
– Documenting Important Processes
l Customer Satisfaction
– High School Students
– Leadership & Management Survey

40 March 16, 2004 ISO in the Schools


Results & Benefits of Registration

l Corrective & Preventive Action Processes


– Good feedback mechanism
– Complaints and suggestions cannot be
ignored
– Now they’re documented
l Good Impression on Business & Industry

41 March 16, 2004 ISO in the Schools


Results & Benefits of Registration

l Internal Audits—
– Say what we do
– Do what we say
– Prove it
– Improve it

42 March 16, 2004 ISO in the Schools


Results & Benefits of Registration

l Calibration—A new level of quality


– Controlling the tools we use to measure
student progress
l Commitment to Quality—Coordinator for
Human and Quality Resources

43 March 16, 2004 ISO in the Schools


Results & Benefits of Registration

l Quality Objectives
– Process focused
– Written
– Criterion-based
– Measurable
– Measured

44 March 16, 2004 ISO in the Schools


Results & Benefits of Registration

l Focus on Processes & Systems


l Decisions based on Data Analysis

45 March 16, 2004 ISO in the Schools


Opportunities for Growth

l Customer Satisfaction
– Employers
– Parents
– Participating School Districts
l Focus on Processes & Systems—how the
parts work together

46 March 16, 2004 ISO in the Schools


Opportunities for Growth

l Data Analysis and Decision Making


l Internal Auditing
l Supplier Relationships

47 March 16, 2004 ISO in the Schools


Thank You!
It has been our pleasure to share our
Quality Management System
with you

48 March 16, 2004 ISO in the Schools