QUALITY MANAGEMENT SYSTEM MANUAL

Transcription

1 The online version of this document is controlled. Therefore, all printed versions of this document are unofficial copies. QUALITY MANAGEMENT SYSTEM MANUAL 6901 Charles Street Towson, Maryland Manual Approved By: S. Dallas Dance, Ph.D. Superintendent 08/12/13 Revised Page 1 of 42

2 TABLE OF CONTENTS SECTION TITLE PAGE 0 INTRODUCTION 4 1 SCOPE 1.1 General 1.2 Application 2 NORMATIVE REFERENCE 8 3 TERMS AND DEFINITIONS 9 4 QUALITY MANAGEMENT SYSTEM 4.1 General Requirements 4.2 Documentation Requirements General Quality Manual Control of Documents Control of Records 5 MANAGEMENT RESPONSIBILITY 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning Quality Objectives Quality Management System Planning 5.5 Responsibility, Authority, and Communication Responsibility and Authority Management Representative Internal Communication 5.6 Management Review General Review Input Review Output 6 RESOURCE MANAGEMENT 6.1 Provision of Resources 6.2 Human Resources General Competence, Training, and Awareness 6.3 Infrastructure 6.4 Work Environment /12/13 Revised Page 2 of 42

3 SECTION TITLE PAGE 7 PRODUCT/SERVICE REALIZATION 7.1 Planning of Product/Service Realization 7.2 Customer-Related Processes Determination of Requirements Related to the Product Review of Requirements Related to the Product Customer Communication 7.3 Design and Development Design and Development Planning Design and Development Inputs Design and Development Outputs Design and Development Review Design and Development Verification Design and Development Validation Control of Design and Development Changes 7.4 Purchasing Purchasing Process Purchasing Information Verification of Purchased Product 7.5 Production and Service Provision Control of Production and Service Provision Validation of Processes Identification and Traceability Customer Property Preservation of Product 7.6 Control of Monitoring and Measuring Equipment 8 MEASUREMENT, ANALYSIS, AND IMPROVEMENT 8.1 General 8.2 Monitoring and Measurement Customer Satisfaction Internal Audit Monitoring and Measurement of Processes Monitoring and Measurement of Product 8.3 Control of Non-Conforming Product 8.4 Analysis of Data 8.5 Improvement Continual Improvement Corrective Action Preventive Action A Manual Revision History Table /12/13 Revised Page 3 of 42

4 SECTION 0: INTRODUCTION is consistently ranked among the thirty largest school systems in the United States, with an enrollment of approximately 107,000 students. With an annual operating budget of $1.6 billion, the students are served by 173 schools, centers, and programs; approximately 17,000 employees including 8,700 teachers; and more than 15,000 volunteers. BCPS graduates more than 7,000 students each year. has started this quality performance initiative to more effectively manage the human resources, technology, and purchasing central office department processes which are utilized in providing the services required by school principals in enabling their schools to meet standards articulated in Blueprint 2.0, effectively implement school improvement plans, and fulfill customer and stakeholder requirements. It is believed that more effective management of central office department processes will improve central office department services to principals and ultimately result in improved student achievement. A quality management system, designed to meet the requirements of an internationally recognized standard for quality management systems, ISO 9001:2008, will be used to manage identified central office department processes. This manual describes what will be done within the quality management system to manage the identified central office department processes utilized in providing services to principals and meet the requirements of the ISO 9001:2008 standards. The initiative specifically addresses the role of central office departments and offices in carrying out the basic business plan of Baltimore County Public Schools which is illustrated in the following flowchart. 08/12/13 Revised Page 4 of 42

5 08/12/13 Revised Page 5 of 42

6 The use of a quality management system within is an important strategy in helping the school system achieve its main goals and objectives in four key focus areas: Academics Safety Communication Organizational Effectiveness. More specifically, the school system believes that the development, implementation, and maintenance of our quality management system will improve the involvement of principals, teachers, staff, stakeholders, and parents/guardians in the decision-making process and will maximize the efficiency and effectiveness of processes utilized in providing quality central office services to schools. * * END OF SECTION 0 * * 08/12/13 Revised Page 6 of 42

7 SECTION 1: SCOPE 1.1 General This manual specifies the requirements by which the Baltimore County Public Schools: a) demonstrates its ability to consistently provide services that meet customer and applicable regulatory requirements, and b) aims to enhance customer satisfaction through the effective application of the Quality Management System (QMS), including processes for continual improvement of the school system and the assurance of conformity to customer and applicable regulatory requirements. The scope of the Quality Management System is Central Office services provided to principals in the areas of: Fiscal Services (Purchasing) Technology Human Resources 1.2 Application The Quality Management System (QMS) conforms to all ISO 9001:2008 requirements except for: Clause 7.6 Control of Monitoring and Measuring Equipment The justification for excluding the application of this clause is recorded in Section 7.6 of this manual. * * END OF SECTION 1 * * 08/12/13 Revised Page 7 of 42

8 SECTION 2: NORMATIVE REFERENCE The definitions and fundamentals upon which the Quality Management System is established are defined within the following documents: ISO 9001:2008 Quality Management Systems - Requirements ISO 9000:2005 Quality Management Systems - Fundamentals and Vocabulary * * END OF SECTION 2 * * 08/12/13 Revised Page 8 of 42

9 SECTION 3: TERMS AND DEFINITIONS AUDIT - Systematic, independent, and documented process for obtaining audit evidence and an objective evaluation to determine the extent to which audit criteria are fulfilled. BCPS -. BLUEPRINT 2.0: OUR WAY FORWARD - A strategic plan to establish goals and measureable objectives for the school system for the next five years. BOARD OF EDUCATION - The county Board is authorized by law to "determine, with and on the advice of the county Superintendent, the educational policies of the county school system and shall prescribe rules and regulations for the conduct and management of the county public schools." The Superintendent of Schools, with the assistance of appropriate school personnel, is responsible for carrying out Board policies. COMPETENCE - Demonstrated ability to apply knowledge and skills. CONFORMITY - Fulfillment of a requirement. CONTINUAL IMPROVEMENT - A recurring activity that includes the on-going collection and analysis of data followed by taking appropriate action to improve the ability to fulfill requirements and achieve planned results. CORRECTIVE ACTION Action requiring a root cause analysis and an action plan to correct a nonconformity. CUSTOMER - Organization or person that receives a product (or service). CUSTOMER SATISFACTION - Customer s perception of the degree to which the customer s requirements have been fulfilled. DOCUMENT - Information and its supporting medium. INFRASTRUCTURE - System of facilities, equipment, and services needed for the operation of the school system. MANAGEMENT REVIEW TEAM (MRT) - Personnel appointed by the superintendent to monitor the operation of the quality management system. 08/12/13 Revised Page 9 of 42

10 MANAGEMENT REPRESENTATIVE - The person(s) appointed by top management to act on their behalf to manage the quality system. NONCONFORMITY - Non-fulfillment of a requirement. ORGANIZATION - The organization is the herein referred to as the school system or BCPS. PREVENTIVE ACTION Action taken to eliminate the cause of a potential nonconformity or other undesirable situation. PROCEDURE - Specified way to carry out an activity or process. PROCESS - Set of interrelated or interacting activities which transform inputs into outputs. NOTE 1: Inputs to a process are generally outputs from other processes. NOTE 2: Processes in the school system are generally planned and carried out under controlled conditions to add value. PROCESS OWNER - The individual assigned by the superintendent to be responsible for a specific QMS process. PRODUCT - Result of a process. NOTE 1: There are four generic categories of product: 1) Services, 2) Software, 3) Hardware, 4) Processed materials. NOTE 2: For the purposes of its ISO 9001 Certification, Baltimore County Public Schools product consists of the central office services provided to principals (schools). QUALITY - Degree to which a set of inherent characteristics fulfills requirements. QUALITY IMPROVEMENT - Part of quality management focused on increasing the ability to fulfill quality requirements. QUALITY MANAGEMENT SYSTEM (QMS) - The set of interconnected processes used by the school system to achieve its quality objectives. QUALITY MANAGEMENT SYSTEM MANUAL - Document describing the quality management system of the school system. QUALITY OBJECTIVE - Something sought, or aimed for, related to quality. NOTE 1: Quality objectives are generally based on the school system s quality policy. 08/12/13 Revised Page 10 of 42

11 NOTE 2: Quality objectives are generally specified for relevant functions and levels in the school system. QUALITY PLANNING - Part of process management focused on setting quality objectives and specifying necessary operational processes and related resources to fulfill the quality objectives. QUALITY POLICY - The overall intentions and direction of the school system related to quality as formally expressed by the Management Review Team. REQUIREMENT - Need or expectation that is stated, generally implied, or obligatory. RESOURCES - People, time, money, buildings, equipment, and support activities, as necessary, that may be applied to a specific project, product, process, and/or contract in order to fulfill requirements. SERVICE - The result of a process. STAKEHOLDERS - Students, parents, staff, and community. SUPERINTENDENT S CABINET Group of top management personnel who direct and control the school system at the highest level. SUPPLIER - A vendor. TOP MANAGEMENT - Group of people who direct and control BCPS at the highest level; the Superintendent s Cabinet. TRAINING - A structured process for communicating knowledge and developing skills. VENDOR - Organization or person that provides a product or service to BCPS. * * END OF SECTION 3 * * 08/12/13 Revised Page 11 of 42

12 SECTION 4: QUALITY MANAGEMENT SYSTEM 4.1 General Requirements has defined, documented, and deployed a quality management system that is designed to enhance customer satisfaction through the fulfillment of customer requirements. The system is comprised of a series of process-based methodologies that are designed to ensure that the system is deployed, maintained, and continually improved in accordance with the requirements of ISO 9001:2008. BCPS maintains its QMS by: a) Identifying the following processes necessary for the operation of its QMS within the stated scope. The responsibility for these processes is identified, per each department, in Section 6.3 of this manual. Core Business Processes School-based Instructional Employee Recruitment School-based Instructional Employee Hiring School-based Support Employee Recruitment School-based Support Employee Hiring School-based Temporary and Substitute Hiring School-based Position Allocation School-based Employee Appraisal School-based Employee Discipline Procurement of Goods and Services Technology Development Technology Implementation Technology Support Support & Improvement Processes Document Control Record Control Control of Nonconforming Products Corrective Action Preventive Action QMS Audit Management Review b) determining the sequence and interaction of these processes. This requirement is graphically illustrated within each process document described or referenced within this manual. Each process, where appropriate, is represented by a process flowchart, which defines the process entry and exit points, the sequence of operations, and the interactions with other processes, as appropriate. 08/12/13 Revised Page 12 of 42

13 c) determining the criteria and methods needed to ensure that both the operation and control of processes are effective. The criteria and methods have been identified within each process described or referenced in this manual. (See Section Production and Service Provision.) d) ensuring the availability of resources and information necessary to support the operation and management of these processes. (See Section 6 - Resource Management.) e) monitoring, measuring, and analyzing these processes. (See Section Monitoring and Measurement of Processes.) f) implementing actions necessary to achieve planned results and continual improvement of these processes. (See Section Continual Improvement.) When choosing to outsource any process that affects product/service conformity with requirements, BCPS ensures control over such processes through the Level 2 process document Procurement of Goods and Services Process and/or other review requirements identified in other processes referenced in this manual. 4.2 Documentation Requirements General The Quality Management System documentation includes: a) documented statements of a quality policy (see 5.3) and quality objectives (see 5.4.1), or reference to them, b) this Quality Management System Manual, c) documented procedures required by the ISO 9001 Standard and BCPS, and d) documents, including records, determined by the organization as necessary to ensure the effective planning, operation, and control of its processes. The following graphic illustrates the overall structure of the QMS and identifies the levels of documentation that make up the system. 08/12/13 Revised Page 13 of 42

14 Level 1: Quality Manual What will be done Level 2: Process Documents Key quality actions/processes Level 3: Manuals, Handbooks, Guides, Procedures, Protocols, Work Instructions, etc. How to do it Level 4: Forms and Templates Level 5: Records (Completed Forms, Reports, Minutes, etc.) What was done Quality Manual BCPS has established and maintains this Quality Management Systems Manual (Level 1 document) to define ISO 9001 and BCPS requirements. The quality manual includes: a) the scope of the QMS (see Section 1), including details and justification for any exclusion, b) reference to the documented procedures (Level 2 process documents) required for the QMS and for providing products/services to its customers, c) a description of the interaction between processes, illustrated within the flowcharts of each documented process, and d) a chart (below) that illustrates the QMS linkages of requirements presented in Sections 4 to 8. The illustration shows that customer requirements play a significant role in defining requirements as inputs. Monitoring the fulfillment of customer requirements requires the evaluation of information relating to the perception of customers and interested stakeholders as to whether the organization has met its requirements. 08/12/13 Revised Page 14 of 42

15 BALTIMORE COUNTY PUBLIC SCHOOLS QUALITY MANAGEMENT SYSTEM LINKAGES PLAN INPUTS Customers Stakeholders Board of Education Policies MSDE Standards Federal, State, and County Laws and Regulations Student Performance Blueprint 2.0 Resource Management (Section 6) Human Resources Training Work Environment Financial Resources Staff Competence Management Responsibility (Section 5) Leadership Vision Strategic Objectives Management Reviews Business & Strategic Planning Organizational Culture Quality Management System (Section 4) Quality Policy & Objectives Quality Management System Manual Core Business and Support & Improvement Process Documents Document Control Quality Records Quality Planning Measurement, Analysis, & Improvement (Section 8) Corrective Action Preventive Action QMS Internal & External Auditing Analysis of Data ACT OUTPUTS Mission Realization Achieving Performance Goals as Outlined in Blueprint 2.0 Highly Qualified Workforce Stakeholder Involvement Efficient and Effective Use of Resources Process/Service Realization (Section 7) Customer Requirements DO Fiscal Services: Purchasing Technology Human Resources Product/ Service Customer Satisfaction Feedback CHECK Level 2 process documents referenced in this manual and listed in Section 4.1 are stand alone documents. The Quality Management System Manual and Level 2 process documents are updated/revised if and as needed to reflect the current management system or changes in process methodologies. Online versions of these documents are controlled. Therefore, all printed versions of these documents are unofficial copies Control of Documents Documents that are required by the BCPS Quality Management System are identified and controlled according to the documented procedure, the Document Control Process, which establishes the controls needed to: a) approve documents for adequacy prior to issue, b) review and update as necessary and re-approve documents, c) ensure that changes and the current revision status of documents are identified, 08/12/13 Revised Page 15 of 42

16 d) ensure that relevant versions of applicable documents are available at points of use, e) ensure that documents remain legible and readily identifiable, f) ensure that documents of external origin determined to be necessary for the planning and operation of the quality management system are identified and their distribution controlled, and g) prevent the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose Control of Records Quality records are collected throughout the QMS as a means of demonstrating that required quality activities were performed. A documented procedure, the Record Control Process has been established to address requirements. In addition, each core business process and support and improvement process document identifies the methodology for the identification, storage, protection, retrieval, retention time, and disposition of quality records. It is the responsibility of each process owner to ensure that the required quality records are created and maintained in accordance with stated requirements. * * END OF SECTION 4 * * 08/12/13 Revised Page 16 of 42

17 SECTION 5: MANAGEMENT RESPONSIBILITY 5.1 Management Commitment The commitment to pursue the registration of the Baltimore County Public Schools QMS, under the ISO 9001:2008 international quality standard, sends a strong message to BCPS employees and stakeholders that the organization is committed to developing and maintaining an effective QMS. The Management Review Team (MRT) strives to maintain and continually improve the effectiveness of the QMS by: a) communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements, b) establishing the quality policy (See Section Quality Policy) that embodies management s commitment to quality, c) ensuring that organizational quality objectives (See Section Quality Objectives), consistent with the quality policy, are established, d) conducting management reviews (See Section Management Review) to ensure the continuing suitability, adequacy, and effectiveness of the quality management system, and e) ensuring the availability of resources (See Section 6.1- Provision of Resources) needed to maintain and continually improve the quality management system. The Superintendent and the MRT lead and manage BCPS in a systematic and visible manner that aligns with the following quality management principles: Customer Focus Management strives to understand current and future customer needs, to meet customer requirements and to continually exceed customer expectations. Leadership Management develops an annual strategic action plan, entitled Blueprint 2.0, to establish performance metrics and strategic initiatives for goals in four focus areas. Involvement of People The organization values people and maintains an environment in which people can become fully involved in achieving the school system s goals and objectives. 08/12/13 Revised Page 17 of 42

18 Process Approach Management defines critical processes designed to achieve desired results, measures inputs and outputs of the processes, and evaluates the impact of those processes on customers and other stakeholders. System Approach to Management Management defines the system by identifying processes that affect objectives, structuring the system to achieve the objectives in the most efficient way, understanding the interdependencies among processes, and continually improving the system through measurement and evaluation. Continual Improvement Continual improvement of services, processes, and systems is an ongoing commitment of BCPS. Factual Approach to Decision Making Effective decisions are based on the analysis of data and information. Mutually Beneficial Supplier Relationships Because the school system and its suppliers are interdependent, we seek to maintain a mutually beneficial relationship and clear and open communications. Management s successful use of the above principles will result in benefits to the student, staff, and community. 5.2 Customer Focus To ensure value for all customers, the school system determines customer needs and expectations through ongoing dialogue with the community in a variety of venues that include board meetings, public engagement meetings, focus groups, and customer/stakeholder surveys. Upon determining customer needs and expectations, management translates them into requirements that are articulated within Blueprint 2.0, as a set of standards or performance goals to which the school system will be held accountable. Since the scope of the QMS (see Section 1.1) is limited to central office services provided to principals in human resources, technology, and purchasing, the focus is upon principals as the primary customer of these central office services. Principals were included in the development of the QMS. A Customer Feedback Survey for Principals was developed and administered to establish a baseline regarding the degree of satisfaction with identified central office services and to identify other possible service areas for future inclusion in the QMS. 08/12/13 Revised Page 18 of 42

19 5.3 Quality Policy QUALITY MANAGEMENT SYSTEM MANUAL The Quality Policy of the is: will provide the highest quality Human Resources, Technology, and Purchasing services to continually improve all schools by being held accountable for meeting performance standards, and by creating and sustaining a culture of excellence for every student, every school, and every community. Management ensures that the quality policy: a) is appropriate to the purpose of the organization, b) includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system, c) provides a framework for establishing and reviewing quality objectives. Quality objectives have been established for each key element of the quality policy. (See Section Quality Objectives.) d) is communicated and understood within the organization, and e) is reviewed for continuing suitability. The review of the quality policy is a standing agenda item for the Management Review meetings. (See Section Management Review.) 5.4 Planning Quality Objectives The MRT ensures that quality objectives, including those needed to meet requirements for products (see Section 7.1.A), are established at relevant functions and levels within the organization. These quality objectives are measureable and consistent with the Quality Policy Quality Management System Planning The MRT ensures that: a) the planning of the QMS is carried out in order to meet the requirements delineated in Section 4.1, as well as supporting the Human Resources, Technology, and Purchasing performance goals identified in the Blueprint 2.0 strategic plan, and 08/12/13 Revised Page 19 of 42

20 b) the integrity of the QMS is maintained when changes are planned and implemented. Planning focuses on identifying, defining, documenting, monitoring, evaluating, and improving processes that are needed to meet quality objectives and customer requirements. Principals identify needs and requirements for central office services through the annual school improvement, staffing, and school planning processes. QMS audits (internal and external) are used to maintain system integrity. 5.5 Responsibility, Authority, and Communication Responsibility and Authority. The top management in BCPS is composed of the Superintendent s Cabinet which includes the Superintendent, Deputy Superintendent, Chief of Staff, Chief Operations Officer, Chief Academic Officer, Chief Communications Officer, Chief Human Resources Officer, and Chief Accountability Officer. The cabinet meets weekly to conduct and discuss the business of the school system and to make system-level decisions for Board approval. The Superintendent s Cabinet has defined and communicated the responsibility and authority to implement and maintain an effective and efficient QMS within BCPS. The school system has created and maintains the position of Coordinator, Quality Management Systems, to plan, administer, and implement the BCPS quality management system. The Superintendent s Cabinet has appointed a Management Review Team (MRT) to monitor the operation of the QMS according to the documented Management Review Process. Responsibility for QMS core business processes and support and improvement processes have been defined within each documented process. Job descriptions are maintained within the Department of Human Resources for all employees having responsibility for and engaging in process execution. BCPS organizational charts are available on the BCPS Web site Management Representative The Superintendent has appointed the Chief of Staff and the Coordinator, Quality Management Systems, to serve as co-management representatives. The co-management representatives have the responsibility and authority that include: 08/12/13 Revised Page 20 of 42

21 a) ensuring that processes needed for the QMS are established, implemented, and maintained, b) reporting to top management on the performance of the QMS and any need for improvement, and c) ensuring the promotion of awareness of customer requirements throughout the organization. The co-management representatives are members of the management review team and share responsibility for the management review process Internal Communication The Superintendent s Cabinet ensures that appropriate communication processes are established within the school system and that communication takes place regarding the effectiveness of the QMS. Resources utilized for communication may include, but are not limited to, the following: Blueprint 2.0 BCPS Web site The Education Channel Weekly Bulletins and Superintendent s Weekly Updates Board of Education agendas, exhibits, and meeting minutes System wide and departmental meetings Employee Surveys Classroom to Community Express The Superintendent s Cabinet actively encourages feedback and communication from employees as a means of involving them. An open door policy by the Superintendent encourages feedback from the community and staff. Central office and school site visits by the Superintendent and other management personnel support and involve employees in the achievement of performance goals. 5.6 Management Review General The MRT reviews the QMS to assess the system s effectiveness and its ongoing adequacy and suitability. Management reviews are conducted according to the documented procedure, the Management Review 08/12/13 Revised Page 21 of 42

22 Process. Members of the MRT are identified within the documented procedure Review Input The input to management review is specified within the documented procedure and includes information on: a) results of audits, b) customer feedback, c) process performance and product conformity, d) status of corrective and preventive actions, e) follow-up actions from previous management reviews, f) changes that could affect the QMS, and g) recommendations for improvement Review Output The output of management review is specified within the documented procedure and includes decisions and actions related to: a) improvement of the effectiveness of the QMS and its processes, b) improvement of products/services related to customer requirements, and c) resource needs. * * END OF SECTION 5 * * 08/12/13 Revised Page 22 of 42

23 SECTION 6: RESOURCE MANAGEMENT 6.1 Provision of Resources The BCPS budget planning process is aligned with performance goals of the school system and identifies the human and fiscal resources needed to attain those goals and provide the children of the with the education they will need to be successful in further education, career, and community. The school system budget is subject to local government review and approval. Through the budget planning process, BCPS determines and provides the resources needed to: a) implement and maintain the QMS and continually improve its effectiveness, and b) enhance customer satisfaction by meeting customer requirements. (See Section Customer Satisfaction.) The BCPS operating budget includes a commitment to maintaining the ISO quality management system in selected offices within the district and allocates funds to maintain a Quality Management System Office and a Quality Management Systems Coordinator. Resources needed by each department within the scope of the QMS are identified by each department through participation in the annual budget planning process. 6.2 Human Resources General BCPS ensures that all employees performing work affecting conformity to product/service requirements are competent on the basis of appropriate education, training, skills, and experience. It is the responsibility of each department head to insure that all personnel, whose job requires knowledge of product/service specifications, are made aware of any changes to product/service specifications. 08/12/13 Revised Page 23 of 42

24 6.2.2 Competence, Training, and Awareness : a) determines the necessary competence for personnel performing work affecting conformity to product/service requirements, b) where applicable, provides training or takes other actions to achieve necessary competence, c) evaluates the effectiveness of the actions taken, d) ensures that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of the quality objectives, and e) maintains appropriate records of education, training, skills, and experience. The methodologies used to meet each requirement are included in the following table. 08/12/13 Revised Page 24 of 42

25 Requirement Determine competencies required Assess competency needs Provide actions to fulfill needs Evaluate effectiveness of the actions taken Advise employees of importance of their work relative to achievement of quality objectives Maintain records of employee competencies Methodology Followed Job descriptions have been established for all key positions affecting product/service quality. Minimum competency requirements are identified for each regular employee position and direct hire contract worker that performs duties within the scope of each QMS process. Job descriptions for regular employees are housed within the Human Resources Department. The scope of duties and competency requirements for direct hire contract workers are included in the temporary employment contract which is housed in the Department of Human Resources. New Employees Prospective employees are screened, interviewed, and/or tested to determine the adequacy of their competencies to meet stated job requirements. Prospective employees who don t meet minimum requirements may be hired contingent on the successful completion of required training and/or certification requirements. Current Employees Informal and ongoing assessment of employees job performance is carried out by management to identify any competency needs. An annual review of employees performance is conducted per appropriate employee group guidelines. This review includes documentation of the assessment of their competencies and the identification of any deficiencies in job performance on the appropriate appraisal form. The overall rating from the appraisal is recorded in the Advantage HR automated system and the hardcopy of the appraisal form is placed in the employee s personnel file. Management monitors actions carried out by the employee to address deficiencies. Assessment of effectiveness of actions taken is carried out via management observation of on-the-job performance after actions have been taken. Any continued deficiencies will be addressed with actions appropriate to the nature and severity of the deficiency and in accordance with negotiated agreements. A formal assessment of those actions taken and their effectiveness is completed during subsequent performance reviews. New Employees New employees are advised of the importance of quality as a part of their New Employees Orientation Training. This training includes specific reference to the importance of their individual job assignment in helping the school system meet Blueprint 2.0 performance goals. Current Employees All employees are reminded annually and on an on-going basis of the importance of quality and the role their efforts play in meeting established Blueprint 2.0 quality objectives/performance goals. Documentation relating to regular employee and direct hire contract worker competency activities (education, training, skills, and/or experience) is on file in the Department of Human Resources. Participation in training relating to the QMS and/or its processes is documented on participant records maintained within departments providing the training. 08/12/13 Revised Page 25 of 42

26 6.3 Infrastructure QUALITY MANAGEMENT SYSTEM MANUAL BCPS determines, provides, and maintains the infrastructure needed to achieve conformity to product/service requirements. This is done through the annual BCPS budget planning process. The infrastructure includes, as applicable: a) buildings, workspace, and associated utilities, b) process equipment (both hardware and software), and c) services to ensure the effective functioning of the school system and the attainment of Blueprint 2.0 performance goals including, but not limited to, those provided by the following departments/offices and their processes within the current scope of the QMS. These departments/offices are: Fiscal Services (Purchasing) - The Office of Purchasing seeks to obtain the most cost-effective quality goods and services for the students and taxpayers by administering centralized purchasing activities of the school system, issuing bids and quotes for supplies, materials, equipment, contracted services, food/cafeteria equipment, vehicles, fuel oil and gasoline, and administering contracts, agreements and leases. It is responsible for the Procurement of Goods and Services Process. Human Resources - The Department of Human Resources provides human resource related services to applicants, permanent employees, and temporary employees to support the goals, indicators, and strategies of Blueprint 2.0. It is responsible for the following processes: Instructional Employee Recruitment, Instructional Employee Hiring, Support Employee Recruitment, Support Employee Hiring, Temporary and Substitute Hiring, School-based Position Allocation, School-based Employee Appraisal, and School-based Employee Discipline. Technology - The Department of Technology provides information technology tools that assist and enhance the students' education experience, enables communication internally within the system and externally to parents and members of the community, and allows the various offices within the system to function in an efficient and cost effective manner. It is responsible for the following processes: Technology Development, Technology Implementation, and Technology Support. Quality Management System Office - The Quality Management System Office is responsible for the management of the QMS as it relates to the requirements of ISO 9001, including the following processes: Document 08/12/13 Revised Page 26 of 42

27 Control, Record Control, Control of Nonconforming Products, Corrective Action, Preventive Action, QMS Audit, and Management Review. 6.4 Work Environment BCPS determines and manages the work environment needed to achieve conformity to service requirements. This is accomplished through QMS planning, management reviews, and maintenance and operations. Management also ensures the work environment has a positive influence on motivation, satisfaction, and performance of employees to enhance the performance of the school system. * * END OF SECTION 6 * * 08/12/13 Revised Page 27 of 42

28 SECTION 7: PRODUCT/SERVICE REALIZATION 7.1 Planning of Product /Service Realization BCPS plans and develops the processes needed to provide services to principals within the scope of the QMS. Planning of service realization is consistent with the other processes of the QMS. In planning service realization, the school system determines the following, as appropriate: a) the quality objectives and requirements for the product/service, b) the need to establish processes and documents, and to provide resources specific to the product/service, c) the required verification, validation, monitoring, inspection, and test activities specific to the service and the criteria for service acceptance, and d) the records needed to provide evidence that the realization processes and the resulting service fulfills requirements. The output of this planning has resulted in a quality management system that consists of a series of product/service delivery processes (see Section 4.1) that include the core methodologies used to ensure that products/services produced and delivered meet customer requirements. The methodologies used to address the above requirements are detailed below: Elements Quality Objectives and requirements for the product/service Quality plans and methodologies to control the development of the product/service Resources specific to the product/service Verification, validation, & inspection activities Establishment of quality records Planning Methodology Quality objectives for school system services appear in the Blueprint 2.0 strategic plan. Each process document includes reference to specific goals and performance indicators for the services which the processes support. Stakeholders and customers provide input regarding requirements for products/services. Processes used to provide services are documented. That documentation specifies responsibilities related to the process, process objectives, the sequence of activities in process execution including required controls, monitoring and measurement methodologies, and provisions for document and record control. Provisions for resources to provide the service are made through the annual budget process. Services requiring design such as technology development have these activities built into the process. Each documented process identifies the records that will be kept to provide evidence of process execution. 08/12/13 Revised Page 28 of 42

29 7.2 Customer-Related Processes Determination of Requirements Related to the Product The school system determines: a) requirements specified by the Board of Education, principals, and other internal customers, b) requirements not stated by the customer, but necessary for specified or intended use, c) state and federal requirements related to the product/service, such as student learning i.e. No Child Left Behind (NCLB), and d) any additional requirements determined by the school system Review of Requirements Related to the Product Each documented core business process has built-in provisions for reviewing the requirements related to the product/service resulting from the execution of each process Customer Communication BCPS Central Offices regularly determine and implement effective arrangements for communicating with customers in relation to requirements, changes, and customer feedback including customer complaints. These arrangements include annual reports and monitoring reports of school system goals and objectives. Central Offices regularly communicate with internal and external customers through the following mechanisms: Communication and focus groups Electronic media i.e. Web site, The Education Channel Board of Education meetings Stakeholder input meetings 08/12/13 Revised Page 29 of 42

30 7.3 Design and Development Design and Development Planning BCPS plans and controls the design and development of technology solutions. Design and development planning requirements are addressed in the Technology Development Process document. During design and development planning, departments having process responsibility determine: a) the design and development stages, b) the review, verification, and validation that are appropriate to each design and development stage, and c) the responsibilities and authorities for design and development. Those departments manage the interfaces between different groups involved in design and development to ensure effective communication and clear assignment of responsibility. Planning output is updated, as appropriate, as the design and development progresses Design and Development Inputs Inputs relating to technology solution development requirements are determined and records are maintained. Inputs include: a) functional and performance requirements, b) applicable statutory and regulatory requirements, c) where applicable, results derived from results of previous similar technology solutions, and d) other requirements essential for design and development. These inputs are reviewed for adequacy. Requirements are complete, unambiguous, and not in conflict with each other. 08/12/13 Revised Page 30 of 42

31 7.3.3 Design and Development Outputs The outputs of design and development of technology are provided in a form that enables verification against the design and development input and are approved prior to release. Design and development outputs: a) meet the input requirements for design and development, b) provide appropriate information for purchasing, production, and service provision, c) contain or reference acceptance criteria, and d) specify the characteristics of the technology solution that are essential for its effective implementation Design and Development Review At suitable stages within the Technology Development Process, systemic reviews of design and development are performed in accordance with planned arrangements to: a) evaluate the ability of the results of design and development to meet requirements, and b) identify any problems and propose necessary actions. Participants in such reviews include representatives of functions concerned with the design and development stage(s) being reviewed. Records of the results of the reviews and any necessary actions are maintained Design and Development Verification Verification is performed to ensure that the design and development outputs have satisfied the design and development input requirements. Records of the results of the verification and any necessary actions are maintained. 08/12/13 Revised Page 31 of 42

32 7.3.6 Design and Development Validation Design and development validation is performed in accordance with planned arrangements to ensure that the resulting technology solution is capable of fulfilling the requirements for the specified or known intended use or application. When practical, validation is completed prior to the delivery or implementation of the technology solution. Records of the results of validation and any necessary actions are maintained Control of Design and Development Changes 7.4 Purchasing Design and development changes are identified and records are maintained. Changes are reviewed, verified and validated, as appropriate, and approved before implementation. The review of design and development changes includes evaluation of the effect of the changes on the technology solution being used. Records of the results of the review of changes and any necessary actions are maintained Purchasing Process BCPS has established a documented procedure, the Procurement of Goods and Services Process to ensure that purchased products and services conform to specified purchase requirements to assure the desired outcome. BCPS evaluates and selects vendors based on their ability to supply product in accordance with BCPS requirements and Office of Purchasing and end-user recommendation. Provisions for selection, evaluation, and re-evaluation are embedded within the Procurement of Goods and Services Process. Records of the results of evaluations and necessary actions arising from the evaluation are maintained per the process documentation Purchasing Information Purchasing information shall describe the product to be purchased including, where appropriate: a) requirements for approval of product, procedures, processes, and equipment, b) requirements for qualification of personnel, and, c) Quality Management System requirements. 08/12/13 Revised Page 32 of 42

33 The organization shall ensure the adequacy of specific purchase requirements prior to their communication to the supplier Verification of Purchased Product BCPS has established and implemented the inspection or other activities necessary for ensuring that purchased products or services meets school system requirements. In most cases, the end-user department is responsible for the inspection prior to acceptance of material. Where BCPS or its customer intends to perform verification at the vendor s premises, BCPS states the intended verification arrangements and method of product release in the purchase order. Purchased items are verified upon receipt for condition, completeness, identification, and general compliance with procurement document requirements, including availability of required documentation. 7.5 Production and Service Provision Control of Production and Service Provision To provide acceptable services to its customers, central office divisions/departments have developed documented procedures to control operations. These procedures (see Level 2 Process Documents) are referenced in this Quality Management System Manual. The BCPS Central Office plans and carries out those processes under controlled conditions that include, as applicable, the: a) availability of information that describes the characteristics of the product, b) availability of work instructions, as necessary, c) use of suitable equipment (where applicable), d) availability and use of monitoring and measuring equipment, e) implementation of monitoring and measurement, and f) implementation of product release, delivery, and post-delivery activities. 08/12/13 Revised Page 33 of 42

34 7.5.2 Validation of Processes for Production and Service Provision BCPS validates processes through monitoring and measurement and QMS internal auditing to ensure compliance. Validation demonstrates the ability of these processes to achieve the planned results. The execution of each process results in products/services which can be verified by subsequent measuring or monitoring. In the case of processes that include design and development, such as technology, steps are also embedded in the processes to ensure suitability prior to release. BCPS arrangements for these processes include the following, as applicable: a) defined criteria for review and approval of the processes, b) approval of equipment and qualification of personnel, c) use of specific methods and procedures, d) requirements for quality records (per procedures and instructions), and e) revalidation Identification and Traceability Where appropriate, BCPS identifies any product resulting from the execution of a process by suitable means to ensure recognition for delivery and use and the fulfillment of monitoring and measurement requirements Customer Property Customer property may include, but is not limited to, personal information received from potential employees, employees, and students such as names, social security numbers, addresses, phone numbers, or other data. The school system exercises care with this information while it is under the school system s control or being used by the school system. The school system identifies, verifies, protects, and safeguards this information and adheres to the Family Educational Rights and Privacy Act (FERPA) laws and requirements. The school system s technology department provides a secure network to assist in safeguarding this information. 08/12/13 Revised Page 34 of 42

35 7.5.5 Preservation of Product New/revised technology will be identified by title and date to assist in identification, delivery, and monitoring and measurement methodologies. 7.6 Control of Monitoring and Measuring Equipment The control of monitoring and measurement equipment has been excluded from the quality management system because these activities do not take place in providing and controlling the central office products or services to principals in the areas of purchasing, technology, and human resources. The methods used in the monitoring and measurement of these processes are described within each level 2 process document and do not include measuring devices that require the special controls subject to this standard. This exclusion does not affect the BCPS ability or responsibility to provide products and services that meet customer and applicable regulatory requirements. The management representatives shall be responsible for reviewing the central office products and services to consider the inclusion of such procedures if necessary. * * END OF SECTION 7 * * 08/12/13 Revised Page 35 of 42