QUALITY MANAGEMENT SYSTEM MANUAL

(1)

QUALITY MANAGEMENT SYSTEM MANUAL

Baltimore County Public Schools 6901 Charles Street

Towson, Maryland 21204

Manual Approved By:

S. Dallas Dance, Ph.D.

Superintendent

08/12/13 Revised Page 1 of 42

The online version of this document is controlled. Therefore, all printed versions of this document are unofficial copies.

(2)

QUALITY MANAGEMENT SYSTEM MANUAL

Baltimore County Public Schools

TABLE OF CONTENTS

SECTION TITLE PAGE

0 INTRODUCTION 4

1 SCOPE

1.1 General 1.2 Application

7

7 7

2 NORMATIVE REFERENCE 8

3 TERMS AND DEFINITIONS 9

4 QUALITY MANAGEMENT SYSTEM

4.1 General Requirements

4.2 Documentation Requirements 4.2.1 General

4.2.2 Quality Manual 4.2.3 Control of Documents 4.2.4 Control of Records

12

12 13 13 14 15 16

5 MANAGEMENT RESPONSIBILITY

5.1 Management Commitment 5.2 Customer Focus

5.3 Quality Policy 5.4 Planning

5.4.1 Quality Objectives

5.4.2 Quality Management System Planning 5.5 Responsibility, Authority, and Communication

5.5.1 Responsibility and Authority 5.5.2 Management Representative 5.5.3 Internal Communication 5.6 Management Review

5.6.1 General 5.6.2 Review Input 5.6.3 Review Output

17

17 18 19 19 19 20 20 20 20 21 21 21 22 22

6 RESOURCE MANAGEMENT

6.1 Provision of Resources 6.2 Human Resources

6.2.1 General

6.2.2 Competence, Training, and Awareness 6.3 Infrastructure

6.4 Work Environment

23

23 23 23 24 26 27

(3)

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION TITLE PAGE

7 PRODUCT/SERVICE REALIZATION

7.1 Planning of Product/Service Realization 7.2 Customer-Related Processes

7.2.1 Determination of Requirements Related to the Product 7.2.2 Review of Requirements Related to the Product 7.2.3 Customer Communication

7.3 Design and Development

7.3.1 Design and Development Planning 7.3.2 Design and Development Inputs 7.3.3 Design and Development Outputs 7.3.4 Design and Development Review 7.3.5 Design and Development Verification 7.3.6 Design and Development Validation

7.3.7 Control of Design and Development Changes 7.4 Purchasing

7.4.1 Purchasing Process 7.4.2 Purchasing Information

7.4.3 Verification of Purchased Product 7.5 Production and Service Provision

7.5.1 Control of Production and Service Provision 7.5.2 Validation of Processes

7.5.3 Identification and Traceability 7.5.4 Customer Property

7.5.5 Preservation of Product

7.6 Control of Monitoring and Measuring Equipment

28

28 29 29 29 29 30 30 30 31 31 31 32 32 32 32 32 33 32 32 34 34 34 35 35

8 MEASUREMENT, ANALYSIS, AND IMPROVEMENT

8.1 General

8.2 Monitoring and Measurement 8.2.1 Customer Satisfaction 8.2.2 Internal Audit

8.2.3 Monitoring and Measurement of Processes 8.2.4 Monitoring and Measurement of Product 8.3 Control of Non-Conforming Product

8.4 Analysis of Data 8.5 Improvement

8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action

36

36 36 36 36 37 37 38 38 39 39 40 41

A Manual Revision History Table 42

(4)

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 0: INTRODUCTION

Baltimore County Public Schools 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.

Baltimore County Public Schools 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.

(5)

QUALITY MANAGEMENT SYSTEM MANUAL

(6)

QUALITY MANAGEMENT SYSTEM MANUAL

The use of a quality management system within Baltimore County Public Schools 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 * *

(7)

QUALITY MANAGEMENT SYSTEM MANUAL

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 Baltimore County Public Schools 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.

(8)

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 2: NORMATIVE REFERENCE

The definitions and fundamentals upon which the Baltimore County Public Schools’

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

(9)

QUALITY MANAGEMENT SYSTEM MANUAL

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 - Baltimore County Public Schools.

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.

(10)

QUALITY MANAGEMENT SYSTEM MANUAL

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 Baltimore County Public Schools 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.

(11)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

(12)

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 4: QUALITY MANAGEMENT SYSTEM 4.1 General Requirements

Baltimore County Public Schools 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.

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.

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

(13)

QUALITY MANAGEMENT SYSTEM MANUAL

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 7.5 - 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 8.2.3 - Monitoring and Measurement of Processes.)

f) implementing actions necessary to achieve planned results and continual improvement of these processes. (See Section 8.5.1 - 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

4.2.1 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.

(14)

QUALITY MANAGEMENT SYSTEM MANUAL

4.2.2 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.

Level 1:

Quality Manual

Level 2:

Process Documents

Level 3:

Manuals, Handbooks, Guides, Procedures, Protocols, Work

Instructions, etc.

Level 4:

Forms and Templates

What will be done

Key quality actions/processes

How to do it

What was done

Level 5:

Records

(Completed Forms, Reports, Minutes, etc.)

(15)

QUALITY MANAGEMENT SYSTEM MANUAL

BALTIMORE COUNTY PUBLIC SCHOOLS QUALITY MANAGEMENT SYSTEM LINKAGES

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 Management Responsibility

(Section 5)

• Leadership

• Vision

• Strategic Objectives

• Management Reviews

• Business & Strategic Planning

• Organizational Culture

Resource Management (Section 6)

• Human Resources

• Training

• Work Environment

• Financial Resources

• Staff Competence

Process/Service Realization (Section 7)

• Fiscal Services: Purchasing

• Technology

• Human Resources

Product/

Service

DO

ACT

INPUTS Customers Stakeholders

Board of Education Policies

MSDE Standards

Federal, State, and County Laws and Regulations

Student Performance Blueprint 2.0

OUTPUTS

Mission Realization

Achieving Performance Goals as Outlined in Blueprint 2.0

• Highly Qualified Workforce

• Stakeholder Involvement

• Efficient and Effective Use of Resources

CHECK Feedback

Customer Requirements

Customer Satisfaction

PLAN

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.

4.2.3 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,

(16)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

4.2.4 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.

(17)

QUALITY MANAGEMENT SYSTEM MANUAL

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 5.3 - Quality Policy) that embodies management’s commitment to quality,

c) ensuring that organizational quality objectives (See Section 5.4.1 - Quality Objectives), consistent with the quality policy, are established,

d) conducting management reviews (See Section 5.6 - 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.

(18)

QUALITY MANAGEMENT SYSTEM MANUAL

• 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.

(19)

QUALITY MANAGEMENT SYSTEM MANUAL

5.3 Quality Policy

The Quality Policy of the Baltimore County Public Schools is:

“Baltimore County Public Schools 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 5.4.1 - 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 5.6 - Management Review.)

5.4 Planning

5.4.1 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.

5.4.2 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

(20)

QUALITY MANAGEMENT SYSTEM MANUAL

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

5.5.1 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.

5.5.2 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:

(21)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

5.5.3 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

5.6.1 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

(22)

QUALITY MANAGEMENT SYSTEM MANUAL

Process”. Members of the MRT are identified within the documented procedure.

5.6.2 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.

5.6.3 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.

(23)

QUALITY MANAGEMENT SYSTEM MANUAL

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 Baltimore County Public Schools 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 8.2.1 - 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

6.2.1 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.

(24)

QUALITY MANAGEMENT SYSTEM MANUAL

6.2.2 Competence, Training, and Awareness

Baltimore County Public Schools:

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.

(25)

QUALITY MANAGEMENT SYSTEM MANUAL

Requirement Methodology Followed

Determine competencies required

• 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.

Assess

competency needs

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.

Provide actions to fulfill needs

• Management monitors actions carried out by the employee to address deficiencies.

Evaluate

effectiveness of the actions taken

• 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.

Advise employees of importance of their work relative to achievement of quality objectives

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.

Maintain records of employee

competencies

• 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.

(26)

QUALITY MANAGEMENT SYSTEM MANUAL

6.3 Infrastructure

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 byadministering 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

(27)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

(28)

QUALITY MANAGEMENT SYSTEM MANUAL

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 Planning Methodology

Quality Objectives and requirements for the product/service

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.

Quality plans and

methodologies to control the development of the

product/service

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.

Resources specific to the product/service

Provisions for resources to provide the service are made through the annual budget process.

Verification, validation, &

inspection activities

Services requiring design such as technology

development have these activities built into the process.

Establishment of quality records Each documented process identifies the records that will be kept to provide evidence of process execution.

(29)

QUALITY MANAGEMENT SYSTEM MANUAL

7.2 Customer-Related Processes

7.2.1 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.

7.2.2 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.

7.2.3 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

(30)

QUALITY MANAGEMENT SYSTEM MANUAL

7.3 Design and Development

7.3.1 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.

7.3.2 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.

(31)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

7.3.4 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.

7.3.5 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.

(32)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

7.3.7 Control of Design and Development Changes

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.

7.4 Purchasing

7.4.1 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.

7.4.2 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.

(33)

QUALITY MANAGEMENT SYSTEM MANUAL

The organization shall ensure the adequacy of specific purchase requirements prior to their communication to the supplier.

7.4.3 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

7.5.1 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.

(34)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

7.5.3 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.

7.5.4 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.

(35)

QUALITY MANAGEMENT SYSTEM MANUAL

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.

(36)

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 8: MEASUREMENT, ANALYSIS, AND IMPROVEMENT

8.1 General

BCPS plans and implements the monitoring, measurement, analysis, and improvement processes needed to:

a) demonstrate conformity product/service requirements,

b) ensure conformity of the QMS, and

c) continually improve the effectiveness of the QMS.

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

BCPS monitors information relating to customers’ perception as to

whether the organization has met customer requirements. Principals meet on a monthly basis with area superintendents and are represented at various other management meetings. Principals’ satisfaction with central office services will continue to be monitored through administration of an annual Customer Feedback Survey for Principals as well as by individual departments in the execution of their processes. BCPS also administers a Stakeholder Satisfaction Survey and obtains input through other sources such as Board meetings, advisory groups, and committee participation.

8.2.2 Internal Audit

BCPS conducts QMS audits at planned intervals to determine whether the quality management system:

a) conforms to the planned arrangements, to the requirements of ISO 9001Standard, and to the QMS requirements established by BCPS, and b) is effectively implemented and maintained.

The audit activity is planned, taking into consideration the status and importance of the processes and areas to be audited, as well as the results of previous audits. The audit criteria, scope, and methods are defined. Selection of auditors and conduct of audits ensure objectivity and impartiality of the audit process. Auditors will not audit their own work.