Can ISO 9001 become the Babel fish for aligning the plethora of compliance requirements? Ron Mazzachi, Martin Andrew, Craig Ottaway

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1 Can ISO 9001 become the Babel fish for aligning the plethora of compliance requirements? Ron Mazzachi, Martin Andrew, Craig Ottaway

2 Standards in Legislation The Australian Government s ComLaw Website shows over 360 pieces of current legislation referring to uses the term Standards Two main uses of the term Standards are in Product Standards and System Standards

3 The rise and rise of the Service Standards There has been considerable development of many quite specific and detailed standards for Service industries such as health, community services and education. These may or may not be associated with legislative instruments

4 Example of Service Industry Standards The Australian Service Excellence Standards Quality Improvement Council Health and Community Services Standards The National Safety and Quality Health Service Standards The National VET Regulator Standards

5 Some basics of the VET system TAFE is the government public provider of VET There are also over 4,500 private providers of VET VET offers job specific skills across many industries with qualifications from Certificate I, II, III, IV, Diploma through to components of Bachelor or higher degrees A provider of public or private VET is known as an Registered Training Organisation (RTO)

6 Publically funded VET in Australia - In million students enrolled 11.9% between 15 to 64 years 30.9% of Australians between 15 and 19 years 42.0% aged 24 years and under 82.8% studying part-time 24.1% of all students between 15 and 19 years

7 Publically funded VET in Australia - In Qualifications Framework (AQF) qualifications completed in % of AQF qualifications completed at certificate III level and 22.8% at certificate IV level

8 Key components of the (VET) system. 1. Nationally agreed Australian Qualifications Framework 2. Nationally agreed system for registering and quality assuring training providers 3. Industry-led system defines the outcomes that are required from training 4. A system focused on a person s needs for work 5. A quality assurance structure applied across the VET system

9 The National VET Regulations and current quality assurance arrangements Existing VET Quality Framework came into effect from 1 July 2011 Previously each jurisdiction had separate departments responsible for overseeing VET quality. The Australian Skills Quality Authority (ASQA) is now responsible for accrediting RTOs nationally

10 The National VET Regulations and current quality assurance arrangements Major changes to the VET System regulation came about in 2000 with the AQTF. Often significant updates averaging every 2.5 years since A new standard is expected within the next month!

11 The VET Quality Framework comprises The Standards for National VET Regulator (NVR) Registered Training Organisations requirements for a Person to be Fit and Proper requirements for Financial Viability Risk Assessment requirements for Data Provision the Australian Qualifications Framework.

12 The National VET Regulations Comprises 22 sections 11 for businesses wishing to become a RTO, 11 applicable for current RTOs seeking re-registration

13 The National VET Regulations Areas to be addressed for both include: demonstrating strategies to provide quality training and assessment, equality for access, a management system responsive to the needs of clients and stakeholders, governance, insurance, financial management, issuing qualifications, and integrity in marketing. each Section of the NVR has further detailed requirements.

14 Quality Management Systems ISO 9001 is largest with over 1 million businesses or organisations certified. In Australia almost 10,000 businesses Each ISO member country has a body responsible for ensuring the consistency of certifications across businesses JAS-ANZ is the body for Australia and New Zealand

15 ISO 9001:2008 specifies requirements for an organization needs to demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements, and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.

16 ISO 9001:2008 specifies requirements for an organization Note that product here covers any work products or deliverables, including a service or training. ISO 9001:2008 comprises several key and many sub components that an organisation must address to be in compliance, including Documentation, Management responsibility, Resource management, Product realization, and Measurement, analysis and improvement.

17 NVR Legislation Requires a RTO to have in place management systems that will be responsive to the needs of clients, staff and stakeholders. RTOs might adopt a formal model such as ISO or other systems such as Investors in People, or the Baldrige Framework whether or not they seek formal certification for that system

18 NVR Legislation - ISO 9001:2008 links Many sections of the NVR are almost identical in intent to ISO. NVR 4.2 requires Strategies for training and assessment to meet the requirements of the relevant Training Package and Industry. Similar intent to ISO 7.1 Planning of product realization

19 NVR Legislation - ISO 9001:2008 links NVR requires the RTO to have a defined continuous improvement strategy that requires the collection and analysis of data in many specific sections of the NVR. Section 8 of ISO simply addresses continuous improvement far more elegantly as a tool to be used wherever appropriate to help a business

20 NVR Legislation - ISO 9001:2008 links SNR 16.7 requires an RTO to provide appropriate mechanisms and services for learners to have complaints and appeals addressed efficiently and effectively ISO 9001:2008 Standard requires an organisation to determine and implement effective arrangements for communication with customers in relation to customer feedback, including customer complaints Standard requires the organisation to have a documented procedure established to define requirements for reviewing nonconformities (including complaints) to eliminate the causes of nonconformities in order to prevent recurrence

21 NVR Legislation - ISO 9001:2008 links There are numerous similarities between the requirements of the NVR and ISO 9001:2008 There is no incentive for RTOs to use an existing quality management system to help improve their whole of business operations. ISO 9001 is not recognised or given credit. Much of the NVR is essentially a parallel and duplicate system

22 Other legislative approaches Elsewhere in Australia there are legislated certification standards that acknowledge or use an ISO certification For example the National Safety and Quality Health Service Standards

23 The role of the Quality Assurance Manager The Australian Bureau of Statistics maintains a classification of Occupations - ANZSCO It describes the title, work role, work experience and qualifications required for all major occupations. For Quality occupations includes : Quality Assurance Manager 2247: Management and Organisation Analyst

24 Employer views of Quality Manager To be successful in this role applicants must be able to demonstrate successful results in: Facilitating internal and external audits Up to date knowledge of government reporting & funding requirements Development and implementation of standard operating procedures, policies and other related systems to adhere to AQTF and ASQA requirements. Monitoring and maintaining Government funding contract requirements Developing training & assessment strategies, adding new qualifications to scope & assessment mapping. Building relationships & communicating with key operational and high level stakeholders such as registering, funding and all other regulatory bodies.

25 Employer views of Quality Manager Your duties in this role would include: Providing leadership and support to Managers across ASQA Compliance Liaising with ASQA and other state and federal government bodies in relation to registration, additions to scope and other related issues Development and implementation of policies and procedures Oversee all internal auditing for ASQA Compliance. You must have the following skills to be successful A strong background in RTO Compliance in a National RTO, with an understanding of different state requirements. Experience with ASQA re-registration or registration audits Understanding of mapping and validation and moderation Experience managing AVETMISS compliant reporting systems The ability to understand business outcomes whilst managing a highly compliant RTO.

26 Conclusion Build regulatory approaches that allow the voluntary integration of an existing quality management system, such as ISO 9001 or alternatively Develop legislation where possible along the logical structures of ISO 9001 to facilitate consistency across regulated industry This should allow a more effective and competitive model of regulation while also encouraging providers to be efficient and responsive businesses.

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