Competition in the education industry is intensifying, resulting in more and more emphasis being placed on confirming people have the right qualifications and certificates for management systems. The experts at the ifqo Steinbeis Consulting Center (Institute for Quality Management and Organizational Development) help training and continuing professional development establishments identify suitable management systems.
Vivantes is a healthcare network based in Berlin and the biggest hospital group in Germany (Vivantes – Netzwerk für Gesundheit GmbH). Its network offers patients the full spectrum of medical care services in hospitals and care homes, even out-patient post-treatment rehabilitation. The IbBG, a vocational healthcare education institute owned by Vivantes, currently employs over 700 trainees within its network of companies. It recently invited the Steinbeis Consulting Center to identify a suitable model for external certification.
After researching key issues, the Steinbeis experts chose DIN EN ISO 9001:2008, a standard not only recognized in Germany (DIN), but also on a European level (EN) and elsewhere (ISO). As part of the project, the team identified customer expectations – in this case the expectations of trainees and organizations offering practical experience – as well as statutory requirements and implementation processes. The team also checked actual training services provided by the institute with respect to all working processes with a bearing on training. It also captured procedures and instructions in writing.
The project team used quality management methods that focus on processes across all disciplines. Processes were harmonized and responsibilities spanning different departments were merged. To systematically pinpoint improvement potential, the team used the Plan-Do-Check-Act model.
Setting up management systems under DIN EN ISO 9001 may be complex, but it’s worth every effort as quality services are central to the long-term success of any organization. Processes and procedures have to be checked and improved on a continual basis. To facilitate this, the Steinbeis consultants set up an internal auditing system that ensures structures, processes and outcomes are checked at regular intervals and employees are in- volved at all levels. Another important aspect of quality management is the perception of the customers, i.e. the trainees. To help students and visitors find their way around, new signs were put up. The building also received a new coat of paint and hallway exhibition units were dressed with materials from the field of healthcare and medicine.
A questionnaire survey is now carried out in all faculties at the end of the students’ trial period and at the end of the third semester. Its aim is to gauge satisfaction regarding theoretical training. Trainees can also submit feedback on the theoretical and practical aspects of their training using feedback forms provided under the complaints management system. The results are evaluated for potential improvements at staff meetings before being presented to the students. A management assessment is also conducted to evaluate the overall picture and compare this with goals. Objectives are extended and quality plans are drafted for the following period.
The time and effort invested in the project was worth it: The IbBG successfully gained certification last year.
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