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, audit5) 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 performingthe best

possible way?

That is hard to believe– prove it!

SELF AUDIT

YES YES YES YES

BENCHMARKINGEXTERNAL AUDIT

NONO

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 experience5) Different ideas of authorities, payers,

service provider and customer6) Gaps between processes!

Quality Gaps

Do the Right Things Right!

Good quality of incorrectprocesses

Low quality of incorrect processes

Low quality of correct processes

Good quality of correct processes

QUALITY

STRATEGY

HIGH

LOW

WRONG RIGHT