Quality Documentation
Quality Documentation System
Purpose Statement: The purpose of Administrative Services Quality Documentation
System is to provide the framework within which all of Administrative Services
documentation related to its overall Performance Excellence System will reside as well as
the format and structure of these documents.
Description: Administrative Services Quality Documentation System consists of four levels
of documentation. The top-level documents are supported with corresponding, more
detailed lower level documents. The first level documentation describes the organization
and WHAT the organization’s quality policy and system is. The Level 1 document is called
the Quality Manual and it defines policy. Administrative Services Quality Manual is referred
to as the “Approach” and is based on the Malcolm Baldrige National Quality Award Criteria
and corresponding Core Quality Values. So, Level 1 = Quality Manual = “Approach
Document”.
The second level documentation details the policy further by adding WHO and WHERE.
Level Two documents are called Procedures. Administrative Services Quality Procedures
documentation is referred to as the “Deployment Document” and is based on the MBNQA
Criteria, ISO 9000 Standards, ASQ’s CQM Body of Knowledge, and best practices. Both
the Level 1 and Level 2 Documentation are Strategic in nature in that they apply across all
areas of Administrative Services. Level 2 documentation also defines the systematic
approaches to various subsystems via visual models. So, Level 2 = Procedures =
“Deployment Document”.
The third level documentation expands the policy and procedure documentation even further.
Level 3 documents are called Work Instructions and describe HOW and WHEN the
procedures are performed. Level 3 documentation are Tactical and Operational in nature as
they are developed at the Work Unit, and Individual Employee/Team levels. So, Level 3 =
Work Instructions = “Division Quality Manuals” and “Work Unit Work Instructions”.
The fourth level documentation are the records that verify the Policy, Procedures, and Work
Instructions have been followed. Level 4 documentation are usually housed in a database
consisting of completed documents, records, and forms. Level 4 documentation are Tactical
and Operational in nature as they are completed and stored at the Work Unit and Individual
Employee/Team levels. So, Level 4 = Data = “Division and Work Unit Records”.
References:
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Certified Quality Engineer Primer; Quality Council of Indiana, Glenn Gee, Wesley
Richardson, and Bill Wortman, 1998.
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ISO 9000 Documentation Toolkit; Janet Novak, 1995.
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