Iso In The Schools

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 l l

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Background information on the school Why we made the decision to pursue ISO certification Quality Policy, Key Processes & Quality Objectives

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ISO in the Schools

Presentation Overview l l l l

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Challenges to implementing our QMS Policy alignment Results & benefits from registration Opportunities for growth

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ISO in the Schools

Background Information on ECTS l l l

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Career & Technical Education (CTE) department for 11 schools districts Established in 1969 19 CTE programs for high school students

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ISO in the Schools

Background Information on ECTS l l

Career alternative education program for middle school youth Regional Career & Technical Center –

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Annually serve 850 high school students –

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(adult CTE classes) (15% of 10th, 11th and 12th graders)

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ISO in the Schools

Background Information on ECTS l l l

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Annually serve 800 adults in part-time evening classes Annual budget: $4 million Campus composed of 2 buildings and 175 acres

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ISO in the Schools

Background Information on ECTS l l

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Facility & Equipment Value: $18 million Faculty and Staff: 60

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ISO in the Schools

Our Guiding Principles l l l l l

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Ensure the safety and welfare of our students Provide opportunities for learning Protect the public trust Provide for the transition from school to work, additional training or military service Embrace diversity

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ISO in the Schools

Why we made the decision to pursue ISO certification l l l

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Prove the “quality” in our school and programs: seal of approval Manage quality in a language that Business & Industry understood Management’s response to teachers’ quality efforts—national skill standards

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ISO in the Schools

Why we made the decision to pursue ISO certification l l

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Add structure to an unstructured environment Establish a driver to improve the quality of our systems—a “sustaining initiative”

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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.

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ISO in the Schools

Key Processes A. Product Realization Processes 1. Program Design –

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

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ISO in the Schools

Key Processes A. Product Realization Processes 1. Program Design –

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Outputs l New CTE Programs l Revised Programs l New or Revised Support Services

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ISO in the Schools

Key Processes A. Product Realization Processes 2. Program Delivery – – –

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Models: 1-yr. and 3-yr. programs Teaching Methods Instructional Media

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ISO in the Schools

Key Processes A. Product Realization Processes 3. Student Services – – – – – –

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Guidance Recruitment Enrollment Retention Attendance Placement March 16, 2004

ISO in the Schools

Key Processes B. Resource Management Processes 1. Fiscal Services – –

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Purchasing Receivables

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ISO in the Schools

Key Processes B. Resource Management Processes 2. Human Resources and Development – – –

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Hiring Performance Assessment Training

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ISO in the Schools

Key Processes B. Resource Management Processes 3. Technology 4. Safety and Security 5. Infrastructure – – –

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Maintenance Improvements & Additions Utilities

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ISO in the Schools

Key Processes C. Quality Management System Processes 1. Improvement – – –

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Continual Improvement Corrective Action Preventive Action

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ISO in the Schools

Key Processes C. Quality Management System Processes 2. Customer Satisfaction – – –

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Students—Surveys and Focus Groups Faculty & Staff Employers

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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

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ISO in the Schools

Quality Objectives Operational Objective

Measurement

Curriculum Design and Development A. Curriculum (NOCTI) Reliability B. Curriculum (Craft Advisory Validity Committees Minutes) Instruction C. Skills Attainment (NOCTI) D. Attendance Rates

E. Retention Rates F. Student Satisfaction Results Guidance Services G. Enrollment Share

H. Customer Satisfaction Results Placement Services I. Placement Rates

J . Employer Contacts K. Customer Satisfaction Results

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(Periodic Attendance Reports) (Periodic Enrollment Reports)

(Enrollment Compared to Population)

(Placement Rates)

Criteria 80% of students perform at or above the national norm A majority of committee members endorse curriculum 80% of students perform at or above the national norm Average daily attendance is greater than 90% 90% of the student remain enrolled 90% of areas achieve a grade of B or better Enrollment represents 15% of the ADM or a 2 percentage point increase 90% of areas achieve a grade of B or better 30% of the seniors participate in co-op and 90% of all graduates attain successful transition

(Register of Employer Contacts)

Frequency

Annually Semiannually Annually Quarterly Quarterly Semiannually Semiannually Semiannually

Monthly Semiannually

90% of areas achieve a grade of B or better

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Annually

Results Of 27 analysis points, 16 were below criteria Minutes reviewed, curricula endorsed Of 27 analysis points, 16 were below criteria Averages consistently above 90% in quarters reviewed Quarterly enrollments exceeded the criteria All programs evaluated met criteria. From 2000-2001 to 2001-2002 increase of .8 All programs evaluated met criteria. 2003 Co-op Rate = 21%; 2002 Placement Rate = 93%. Maintained All six areas assessed received a B or better

Criteria Met No Yes

No Yes Yes Yes

No Yes

No; Yes Yes Yes

ISO in the Schools

Challenges to Implementing Our QMS l

Interpreting the ISO standard – –

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Staff Buy-in and Participation – –

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Three schools previously—1994 Standard Use of a manual template Creating Ownership Demonstrating Value “from” System

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ISO in the Schools

Challenges to Implementing Our QMS l l

Adding bureaucracy to an already bureaucratic organization Developing the internal auditing process – – –

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Training auditors Establishing audit standards Interpreting audit results

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ISO in the Schools

Challenges to Implementing Our QMS l

Calibration – – –

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Making it “Our” System – –

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Product—Training Student Performance Tools & Equipment Safety Cookie Cutter Template Reliance on External Auditor

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ISO in the Schools

Policy Alignment ISO Policy

4.0 General Management System

School’s Interpretation ü ü

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Processes QMS Documents— Quality Policy & Objectives Document Control

ISO in the Schools

Policy Alignment ISO Policy

5.0 Management Responsibility

School’s Interpretation ü ü ü ü

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Director’s commitment Communication Management Representative Management Review

ISO in the Schools

Policy Alignment ISO Policy

6.0 Resource Management

School’s Interpretation ü ü ü ü

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Human Infrastructure Environment Supporting Services

ISO in the Schools

Policy Alignment ISO Policy

7.1 Planning of Product Realization

School’s Interpretation ü ü ü ü

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Quality Objectives Verification Validation Inspection and Monitoring of Training

ISO in the Schools

Policy Alignment ISO Policy

7.2 Customer Related Processes

School’s Interpretation ü ü ü

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Customer Requirements Requirements Review Communicating with the Customer

ISO in the Schools

Policy Alignment ISO Policy

7.3 Design & Development

School’s Interpretation ü ü ü ü ü ü

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Process for New and Revised Programs Design Inputs Design Outputs Review Verify Validate ISO in the Schools

Policy Alignment ISO Policy

7.4 Purchasing

School’s Interpretation ü ü ü

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Affect on Educational Process Supplier Selection Inspection & Verification

ISO in the Schools

Policy Alignment ISO Policy

7.5 Production & Service Provision

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School’s Interpretation ü ü

Traceability Customer Property

ISO in the Schools

Policy Alignment ISO Policy

7.6 Control of Measuring & Monitoring Devices

School’s Interpretation ü ü ü

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Student Progress Program Tools— Calibration Safety

ISO in the Schools

Policy Alignment ISO Policy

8.1 Measurement, Analysis and Improvement

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School’s Interpretation ü ü ü

Service Conformity QMS Conformity Continuous Improvement

ISO in the Schools

Policy Alignment ISO Policy

8.2 Monitoring & Measuring

School’s Interpretation ü ü ü

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Customer Satisfaction Internal Audits External Audit

ISO in the Schools

Policy Alignment ISO Policy

8.3 Control of Nonconforming Product

School’s Interpretation ü ü ü ü

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Non-conforming Training Reworked Concession Rejected

ISO in the Schools

Policy Alignment ISO Policy

8.4 Analysis of Data

School’s Interpretation ü ü ü

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Customer Satisfaction Student & Program Performance Suppliers

ISO in the Schools

Policy Alignment ISO Policy

8.5 Improvement

School’s Interpretation ü ü ü

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Corrective, Preventive & Continual Improvement Actions

ISO in the Schools

Results & Benefits of Registration l

Document Control—Forms and Work Instructions – –

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Customer Satisfaction – –

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Electronic Forms Documenting Important Processes High School Students Leadership & Management Survey

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ISO in the Schools

Results & Benefits of Registration l

Corrective & Preventive Action Processes – –

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Good feedback mechanism Complaints and suggestions cannot be ignored Now they’re documented

Good Impression on Business & Industry

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ISO in the Schools

Results & Benefits of Registration l

Internal Audits— – – – –

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Say what we do Do what we say Prove it Improve it

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ISO in the Schools

Results & Benefits of Registration l

Calibration—A new level of quality –

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Controlling the tools we use to measure student progress

Commitment to Quality—Coordinator for Human and Quality Resources

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ISO in the Schools

Results & Benefits of Registration l

Quality Objectives – – – – –

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Process focused Written Criterion-based Measurable Measured

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ISO in the Schools

Results & Benefits of Registration l l

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Focus on Processes & Systems Decisions based on Data Analysis

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ISO in the Schools

Opportunities for Growth l

Customer Satisfaction – – –

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Employers Parents Participating School Districts

Focus on Processes & Systems—how the parts work together

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ISO in the Schools

Opportunities for Growth l l l

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Data Analysis and Decision Making Internal Auditing Supplier Relationships

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ISO in the Schools

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

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March 16, 2004

ISO in the Schools