This presentation provides a short outline on how I would choose to implement total quality and total safety systems within ERAC.

Quality management is the coordinated activities to direct and control an organization with regard to quality.

While there a variety of methodologies to implement TQM or TQS, essentially the process remains the same.

The first step is to determine where you are, what you know, what you don't and what more you need to know.

1 - Plan: Analyze your existing information, processes, procedures and manuals.
2 - Determine if your activities, controls, documentation, resources and objectives conform to law, public policy, industry best practices and stakeholder expectations.
3- Do: Improve your existing information (all of the above).
4 - Check: By measuring and monitoring your conformance to your plan, and;
5 - Restart the process through analysis, review and continuous improvement.

Keys:

Involve all stakeholders.
Listen to their concerns.
Adapt and incorporate their knowledge and concerns to the plan.

Choice creates an action needed to act.

1 - Improve existing manuals, policies, processes, training content, methods, testing, documentation and records management.
2 - Develop teams or focus groups responsible for setting goals (overall strategy), priorities, actions, lists and timelines. Assign roles and responsibilities as well as assessment criteria for the quality and quantity of output.

Creating the vision for quality and safety requires commitment from the top, down. By initiating new, creative approaches to innovate learning, education, training and assessments, it is possible to develop a culture of quality and safety.

Continuous improvement requires continuous assessment of instructional content. Communicating, learning, testing and recording performance is essential, therefore access to information, online, face-to-face, through seminars, hand's on and in various modes (auditory, visual and kinaesthetic) is essential.

Customers, stakeholders and governance bodies require access of information, knowledge, results and performance, therefore developing a cloud-based repository for training, education, performance measurement and public information is needed. Creating an organization-wide online portal that enables learning, testing, recording and reporting of information (internal and external), is fundamental to continuous improvement.

Implementing a quality management system, whether TQM, Six-Sigma, ISO or another system is the prerogative of senior management. Whichever system is deemed appropriate as the standard-of-care, all require an implementation plan based on available resources, human, fiscal and organizational.

The return on investment for such an undertaking is significant, not just in terms of maintaining quality and safety for all stakeholders, but for the professionalism, image and respect given to ERAC by government, industry and the public.