UK Government transportation regulator
This public sector client is responsible for regulation and monitoring of transportation networks. Robust management systems and competency frameworks are key aspects of the department’s governance programme.
Our brief was to conduct a formal gap analysis comparing current quality and competency management processes with industry norms and ISO 9001. Whilst certification was not an objective for our engagement, alignment with the ISO 9001 standard was required.
QFactorial Service offering
Once again, our bespoke gap and synergy diagnostic provided an ideal foundation and springboard for the project. Working through the diagnostic triangulation of conversation, observation, documentation and data, we were able to gather the information needed to draft two high-level framework documents. The requirement was to keep these documents short and simple, signposting existing process descriptions for more detail. Our collaborative work included development of RACI charts, swim-lane process diagrams and a competency matrix.
We are used to designing integrated management systems, often pairing quality with health, safety, security or environmental goals. In this case, competency was the twin system, and we were happy to perform a deep-dive into this aspect for a change. It is not the first time that we have used ISO standards as a guiding framework rather than a compliance benchmark. This hybrid approach provides a good balance between discipline and flexibility.
We captured our work in two high-level framework documents. The Quality Management System (QMS) and Competency Management System (CMS) Manuals were carefully constructed in a concise format using client branding guidelines. Professionally presented, these documents can take their place in the overall governance framework of the department.
With our larger clients we always try to offer a team solution to embed flexibility, resilience and quality control in the contract. For this project we engaged a team of two consultants. Our ability to double-up, substitute and challenge our own work was appreciated by the client and evident in the quality of the deliverables. The real test of our success will be in the results from the initial implementation period.
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