OUR QUALITY DEFINITION
- Quality is the delivery of promises.
- Promises can be:
- Expressed (orally or in writing)
- Implied (by conduct or custom of the industry)
- By reasonable expectation of the customer
- The essence of quality is consistency This consistent approach must be with regard to the purpose of whatever task is being undertaken, and exceptions to this must be justified or explained.
- When there is quality, an independent person can trace (traceability) the origin of the problem and how the attempt to resolve this problem progressed.
ACHIEVEMENT OF OBJECTIVES
Quality exists to ensure that an organisation is aligned towards the achievement of its objectives and goals. Our definition of quality is based on Stansfield's mission:
To be a preferred provider of University of London degrees.
We can only build the trust and respect of others by:
- delivering our promises
- being able to communicate and justify when we are unable to deliver: before the event. not after
- doing something which makes sense and is both legally and morally right in the eyes of right-thinking and right-minded people in society
OBJECTIVE
Our objective is to create value for others by enabling everyone to have an opportunity to obtain a degree. Our vision is a simple one with the following words:
Everyone, irrespective of background will have a recognised degree one day.
The interpretation of this is contained very explicitly in our dream statement:
The acquisition of degrees, as a vision, represents the desire to
develop this true knowledge within all of us.
The ‘true knowledge’ we believe as mentioned in the dream statement is that
- no one is superior to anyone else (unless the person allows himself / herself to think otherwise)
- that only ‘true knowledge’ will set us free and point us in the right direction
- the only discrimination which we will tolerate is that based on ability
EXCELLENCE: WITHOUT LIMITS
We believe fundamentally in 'the human principle' and that human beings (unlike machines) have no limitations. The limits to our achievement are therefore set in our minds only, which we wish to exceed everyday. through our approach to excellence which is reinforced by our "5 S" core values.
INDIVIDUAL ABILITY: OUR 5 CORE VALUES
The only ability we need is to be able to create value for others. This will eventually be 'rewarded' in monetary terms or otherwise for ourselves as individuals. Each individual staff member therefore must be able to embrace our 5 core values, or the "5S" - in order to be a proud member of the group:
- SERVE OTHERS WITH RESPECT AND PRIDE: This is a core human principle as we believe that each one of us exists to serve another human being. and not ourselves directly.
- SELF: We should believe in our ability to create value for others. and this requires personal mastery of what we do. Our knowledge, skills, desire, attitude all play a part towards our personal effectiveness as well.
- SELF-SACRIFICE: In order to serve others we must be prepared to make personal sacrifices.
- SELF-REFLECTION: To reflect constantly on our job and responsibility and align ourselves constantly with the organisation and environmental changes. We value especially negative feedback that will enable us on the path of continuous improvement.
- SELF-CORRECTION: Through constant self-correction and self-reviews on a weekly,monthly, quarterly and yearly basis to achieve our given objectives.
LEARNING ORGANISATION
As a learning organisation. we are tolerant of mistakes as long as individuals are capable of learning from these mistakes. When an individual makes the same mistake twice, this reflects that the individual has not really learned. and we are less tolerant of such people. We are completely intolerant of people who attempt to hide mistakes or people who are not capable of self-reflection and self-correction.
This approach also makes an innovative organisation. |
