Quality Assurance Framework

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Quality Assurance Framework

Category : Quality Management

Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. ~William A. Foster

A Quality Assurance Framework is defined to ensure organisational objectives are met and to assure that the right things are being done for the right reasons in the right way. It allows us to look at our strengths and continuously improve our quality of service. It also helps us to work out priorities, create better working practices and policies, improve the relationships within organisation and have greater visibility of the management’s commitment to back the initiatives and support the department’s aims.

 Benefits of a Quality Assurance Framework:

  • More effective and efficient use of systems and procedures
  • Better quality of organisation services
  • Better and consistent communication
  • Increased motivation for teams
  • Enabling more creative thinking and adoption of new perspectives and ways of working
  • Organisational learning and continuous improvement over time

 Quality Assurance Framework covers five key disciplines:

  • Quality Framework
  • Process Framework
  • Tools Framework
  • Governance Framework
  • Knowledge Management

 Quality Assurance Framework Model

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 Quality Assurance Framework Structure

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Quality Framework – Goal Definition

  • Defining Goals for an organisation
    • Goals are outcome statements that define what an organisation is trying to accomplish.
    • It is a collection of related programs, a reflection of major actions of the organisation providing rallying points for managers.
  • Defining Objectives
    • Objectives are very precise, time-based, measurable actions that support the completion of a goal. Objectives typically must:
    • Be related directly to the goal
    • Be clear, concise, and understandable
    • Be stated in terms of results
    • Begin with an action verb
    • Specify a date for accomplishment
    • Be measurable.
  • Goals and objectives provide the foundation for measurement.

 Quality Framework – Measurement Framework

  • An organisation can use industry best practise in defining its measurement framework – Goal Question Metrics (GQM)
  • GQM is a top-down approach in establishing a goal-driven measurement system:
    • Starts with organisation goals and its corresponding measurement goals
    • Create questions in order to address the goals
    • Identifies list of measurements that provide answers to the questions.

 Quality Framework – Reporting Framework

  • An effective reporting framework plays a key role in enabling knowledge management that should benefit all stakeholders, from top to bottom.
  • Reporting Principles and Guidance
    • Principles to define report content: Materiality, Stakeholder Inclusiveness, Sustainability Context, and Completeness
    • Principles to define report quality: Balance, Comparability, Accuracy, Timeliness, Reliability, and Clarity
    • Guidance on how to set the report boundary and list of Key Performance Indicators
  • Dashboards and Scorecards
    • Dashboards and scorecards are ways to personalise information, deliver critical KPIs, and track progress against operational, financial and strategic goals and objectives.
    • It supports the delivery of information in a predefined format at the appropriate level of detail for the target audience.


Process Framework

Process framework represents the organisation’s vision, policies, processes, guidelines, training, metrics reports and best practises that are implemented to enhance and improve its overall performance. The Process framework provides information on the main tasks and activities within organisation.

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Benefits of a Process Framework

  • Facilitate process standardisation & simplification (laying the foundations for process automation opportunities)
  • Vehicle to enable process baselining & the measurement of continuous improvement
  • Promotes easier adherence to organisational standards.
  • Harmonise and optimise Quality practices.
  • Improve internal and external communication.
  • Avoid duplication or gaps in order to reduce risk.
  • Identify and rationalise conflicting responsibilities
  • Provide clarity of process RACI.

 Tools Framework

A Tools Framework within an organisation is defined to enable the implementation of a complete quality management infrastructure, establish consistent, repeatable processes and apply best practices.

  • Realise significant return on their investments
  • Implement the industry best practises and target optimised performance
  • Customise for enhancing automated reporting facilities

 Governance Framework

  • Quality governance:
    • Ensures required standards are in place
    • Take action on sub-standard performance
    • Plan and drive continuous improvement
    • Identify, share and ensure delivery of best practice
    • Identify and manage changes through Quality Strategy and Review Boards

Knowledge Management Framework

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  • Reuse effective techniques: Identifying and documenting successful strategies, techniques, shortcuts, and checklists can help future organisation activities build on a history of positive results.
  • Establish estimation model: By having reliable data as a foundation, a budget spreadsheet with estimated values based on past performance can help kick-start the next organisational tasks.
  • Develop better resource estimates based on past experience: There is no better support for the rationale of the resource plan than data about the resource use of similar past actvities.
  • Educate managers and team members: The history of past experience is a great resource for educating people.
  • Learn from past mistakes: Sweeping mistakes under the rug is a costly mistake. Acknowledging mistakes, analysing their causes, and identifying ways to prevent them in the future is a far more beneficial approach.

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