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Competence Framework - 21 of 29

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COMPETENCE 21: QUALITY MANAGEMENT

The ability to ensure that outputs are delivered in accordance with requirements.

Introduction

Quality management ensures that the outputs from the defined scope and the processes through which they are delivered are meeting stakeholder requirements and are fit for purpose.

KNOWLEDGE

Knowledge of quality indicators.

 

APPLICATION

Establish agreed quality indicators for the processes and outputs of a change initiative, referring to the business case.

Consider:

  • The links to the business case, the agreed acceptance criteria, and any relevant regulatory requirements.
  • Ways to define the outputs and deliverable standards.
  • The stakeholders who need to be involved and engaged and ‘what good looks like’.

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KNOWLEDGE

Knowledge of the contents of a quality management plan.

 

APPLICATION

Prepare the quality management plan for a change initiative through liaison with relevant stakeholders, and in accordance with the processes, culture and values of the organisation.

Consider:

  • The organisation’s attitude to quality.
  • The life cycle approach, the acceptance criteria, timings of tests and resources required and the way they are built into the integrated plan.
  • The need for two-way communication with stakeholders to confirm understanding.

KNOWLEDGE

Knowledge of quality assurance processes.

 

APPLICATION

Manage the process of quality assurance for a change initiative, to confirm the consistent application of the procedures and standards defined in the quality management plan.

Consider:

  • Ways in which a change initiative needs to conform to the governance process.
  • The documents that need to be reviewed and the resources required.
  • Ways to maintain stakeholders’ confidence that a change initiative conforms to the agreed standards both in process and outcomes.

KNOWLEDGE

Knowledge of quality control techniques.

 

APPLICATION

Manage the process of quality control for a change initiative to determine whether success criteria are met, and implement the change control process where relevant.

Consider:

  • Ways to verify the conformance and compliance of the product.
  • The need for appropriate documentation of defects.
  • The process to implement any required improvements/changes to achieve the success criteria.

KNOWLEDGE

Knowledge of ways to continuously improve.

 

APPLICATION

Capture lessons learned during a change initiative to contribute to continuous improvement.

Consider:

  • The tools and techniques available.
  • Ways the data can be used to inform continuous improvement.
  • How data can be shared in a meaningful way.