Quality Assurance Quality Assurance for for

Youth ExchangeYouth Exchange

Dennis WhiteDennis White

D. 6220D. 6220

dkwhite@itol.comdkwhite@itol.com

In England, you can use a In England, you can use a chequecheque to pay the to pay the billbill, ,

whereas in America, you whereas in America, you can use a bill to pay the can use a bill to pay the

checkcheck..

"Hi there, anyone got a "Hi there, anyone got a rubberrubber they can lend me?" they can lend me?"

VoluntaryVoluntaryQuality Quality

AssuranceAssurance

1.1.  Training and Orientation for Training and Orientation for Students,Students, Host Parents, andHost Parents, and Counselors Counselors 2.2.  Effectiveness of Club Guidelines Effectiveness of Club Guidelines whenwhen Dealing with a Problem StudentsDealing with a Problem Students3.3.  Dealing with Medical, Mental, andDealing with Medical, Mental, and Eating Problems Eating Problems4. 4. Early Returns and Other IncompleteEarly Returns and Other Incomplete Exchanges Exchanges

A good Quality System can help: A good Quality System can help:    11.. Determine what is required to be done Determine what is required to be done

2. Convert this into clear and unequivocal instructions 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program 3. Confirm that everyone concerned with program implementation understands what they are expected implementation understands what they are expected to do to do

4. Check that everyone has the knowledge and will to 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary do the job correctly, training them if necessary

5. Provide the resources and the procedures to enable5. Provide the resources and the procedures to enable the work to be done correctly and efficiently the work to be done correctly and efficiently

Check that the job has been done correctly Check that the job has been done correctly    

Continually improve the system throughContinually improve the system through measurement, analysis and review measurement, analysis and review

A good Quality System can help: A good Quality System can help:    11.. Determine what is required to be done Determine what is required to be done

2. Convert this into clear and unequivocal instructions 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program 3. Confirm that everyone concerned with program implementation understands what they are expected implementation understands what they are expected to do to do

4. Check that everyone has the knowledge and will to 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary do the job correctly, training them if necessary

5. Provide the resources and the procedures to enable 5. Provide the resources and the procedures to enable the work to be done correctly and efficiently the work to be done correctly and efficiently

Check that the job has been done correctly Check that the job has been done correctly     Continually improve the system throughContinually improve the system through

measurement, analysis and review measurement, analysis and review

A good Quality System can help: A good Quality System can help:    11.. Determine what is required to be done Determine what is required to be done

2. Convert this into clear and unequivocal instructions 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program 3. Confirm that everyone concerned with program implementation understands what they are expected implementation understands what they are expected to do to do

4. Check that everyone has the knowledge and will to 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary do the job correctly, training them if necessary

5. Provide the resources and the procedures to enable5. Provide the resources and the procedures to enable the work to be done correctly and efficiently the work to be done correctly and efficiently

Check that the job has been done correctly Check that the job has been done correctly    

Continually improve the system throughContinually improve the system through measurement, analysis and review measurement, analysis and review

Suddenly, A heated exchange occurred between the King and the moat contractor

A good Quality System can help: A good Quality System can help:    11.. Determine what is required to be done Determine what is required to be done

2. Convert this into clear and unequivocal instructions 2. Convert this into clear and unequivocal instructions 3. Confirm that everyone concerned with program 3. Confirm that everyone concerned with program implementation understands what they are expected implementation understands what they are expected to do to do

4. Check that everyone has the knowledge and will to 4. Check that everyone has the knowledge and will to do the job correctly, training them if necessary do the job correctly, training them if necessary

5. Provide the resources and the procedures to enable5. Provide the resources and the procedures to enable the work to be done correctly and efficiently the work to be done correctly and efficiently

Check that the job has been done correctly Check that the job has been done correctly    

Continually improve the system throughContinually improve the system through measurement, analysis and review measurement, analysis and review

Learning a foreign language can Learning a foreign language can be abe a bit of work bit of work

Climbing Mt. Everest in your bare Climbing Mt. Everest in your bare feetfeetcan be a bit of workcan be a bit of work

Andrew helped me out a bit with Andrew helped me out a bit with this speechthis speech

QualityQuality

Fuel EfficiencyFuel Efficiency ManufacturingManufacturing EngineeringEngineering LuxuryLuxury UtilityUtility

Fitness for PurposeFitness for Purpose

Mission StatementMission Statement

Google: Google:

‘‘to organize the world's to organize the world's information and make it information and make it universally accessible and universally accessible and useful’useful’

Mission StatementMission Statement

Starbucks:Starbucks:‘‘Establish Starbucks as the Establish Starbucks as the premier purveyor of the premier purveyor of the finest coffee in the world finest coffee in the world while maintaining our while maintaining our uncompromising principles uncompromising principles while we grow.’ while we grow.’

Mission StatementMission Statement

Walt Disney’s is simply Walt Disney’s is simply ‘‘to make people laugh’to make people laugh’ • No cynicism No cynicism • Nurturing and promulgation of Nurturing and promulgation of "wholesome"wholesome American values" American values" • Creativity, dreams and imagination Creativity, dreams and imagination • Fanatical attention to consistency and Fanatical attention to consistency and detail detail • Preservation and control of the Disney Preservation and control of the Disney "magic" "magic"

Mission StatementMission Statement

to have every 17 year old in to have every 17 year old in the world spend a year as the world spend a year as an exchange student! an exchange student!

Mission StatementMission Statement““The mission of Rotary Youth The mission of Rotary Youth Exchange is to provide young Exchange is to provide young people with the opportunity to people with the opportunity to learn consideration and tolerance learn consideration and tolerance of others and to achieve a greater of others and to achieve a greater understanding of themselves and understanding of themselves and the world through exposure to the world through exposure to new and unfamiliar cultures.” new and unfamiliar cultures.”

Mission StatementMission StatementRotary Youth Exchange is Rotary Youth Exchange is committed to ensuring the safety committed to ensuring the safety and welfare of all participants and welfare of all participants through the highest standards of through the highest standards of selection, training, supervision selection, training, supervision and support. Rotary Youth and support. Rotary Youth exchange is committed to exchange is committed to providing well structure programs providing well structure programs delivered in a consistent manner. delivered in a consistent manner.

‘‘Get It Right the First Get It Right the First Time’Time’

ISO 9000ISO 9000

1.1. Management Management ResponsibilityResponsibility

2.2. Resource ManagementResource Management3.3. Process ManagementProcess Management4.4. Measurement, Analysis Measurement, Analysis

andand Improvement Improvement

1.1. Management Management ResponsibilityResponsibility

1. Management commitment1. Management commitment District District commitmentcommitment2. Customer focus2. Customer focus Student (or other Student (or other Customer) focusCustomer) focus 3. Quality policy 3. Quality policy Quality policyQuality policy4. Planning4. Planning PlanningPlanning5. Authority and 5. Authority and Authority andAuthority and communication communication communicationcommunication6. Management review6. Management review District reviewDistrict review

Management Management CommitmentCommitment

Top management shall Top management shall provide evidence of its provide evidence of its commitment to the commitment to the development and development and implementation of the implementation of the quality management system quality management system and continually improving and continually improving its effectiveness by:its effectiveness by:

Management Management CommitmentCommitment

• Communicating to the organization Communicating to the organization thethe

importance of meeting customer as importance of meeting customer as wellwell

as statutory and regulatory as statutory and regulatory requirementsrequirements

• Establishing the quality policyEstablishing the quality policy• Ensuring that quality objectives areEnsuring that quality objectives are establishedestablished• Conducting management reviewsConducting management reviews• Ensuring the availability of resources Ensuring the availability of resources

District governorDistrict governor

• Communicating to the organization Communicating to the organization thethe

importance of meeting customer as importance of meeting customer as wellwell

as statutory and regulatory as statutory and regulatory requirementsrequirements

• Establishing the quality policyEstablishing the quality policy• Ensuring that quality objectives areEnsuring that quality objectives are establishedestablished• Conducting management reviewsConducting management reviews• Ensuring the availability of resources Ensuring the availability of resources

2. Resource 2. Resource Management Management requirementsrequirements

    1.1. Provision of resources Provision of resources Provision Provision of of resourcesresources

    2.2. Human Resources Human Resources Volunteers Volunteers

3. 3. FacilitiesFacilities Not Not applicableapplicable

4. 4. Work Environment Work Environment

Environment Environment (Home, School, (Home, School, Tours & Tours &

Activities) Activities)

3. Process 3. Process ManagementManagement

(Program Management)(Program Management)     1.1.    Planning of ProcessesPlanning of Processes Program Program

PlanningPlanning

2.2.    Customer related processesCustomer related processesStudent Student related related processesprocesses

3. Design and or Development3. Design and or DevelopmentProgram Program Development Development

3. Process 3. Process ManagementManagement

(Program Management)(Program Management)     4. Purchasing4. Purchasing Externally Externally Supplied Supplied

Services Services

5.5. Production and ServiceProduction and Service Program Program Operations Operations OperationOperation

6. Control of measuring 6. Control of measuring Not Not and monitoring devices and monitoring devices ApplicableApplicable

4. Measurement, 4. Measurement, Analysis and Analysis and

ImprovementImprovement

    1.  Planning1.  Planning

2.  Measuring and Monitoring2.  Measuring and Monitoring

3.  Control of Non-Conformity 3.  Control of Non-Conformity

4.  Analysis of Data4.  Analysis of Data

5.  Improvement5.  Improvement

Resource Management:Resource Management:Human Resources – Human Resources –

VolunteersVolunteers

    Personnel performing work affecting Personnel performing work affecting product quality shall be competent on product quality shall be competent on the basis of appropriate education, the basis of appropriate education, training, skills and experience.training, skills and experience.

Resource Management:Resource Management:Human Resources – Human Resources –

VolunteersVolunteers

    The organization shall The organization shall

a)a)    Determine the necessary competence Determine the necessary competence for personnel performing work for personnel performing work affecting product qualityaffecting product quality

b)b) Provide training or take other actions to Provide training or take other actions to satisfy these needs satisfy these needs

Resource Management:Resource Management:Human Resources – Human Resources –

VolunteersVolunteers

c)c) Evaluate the effectiveness of the actions taken Evaluate the effectiveness of the actions taken

d)d) Ensure that its personnel are aware of the Ensure that its personnel are aware of the relevance and importance of their activities and relevance and importance of their activities and

how they contribute to the achievement of the how they contribute to the achievement of the quality objectivesquality objectives

e)e) Maintain appropriate records of education, Maintain appropriate records of education, training, skills and experience training, skills and experience

““The organization shall continually improve The organization shall continually improve the effectiveness of the quality management the effectiveness of the quality management system through the use of the quality policy, system through the use of the quality policy, quality objectives, audit results, analysis of quality objectives, audit results, analysis of data, corrective and preventive actions and data, corrective and preventive actions and management review.”management review.”

District ‘A’:District ‘A’:Updates their procedures regularly and the policy Updates their procedures regularly and the policy regarding the use by students of email and cell regarding the use by students of email and cell phones was documented three years ago following phones was documented three years ago following investigation of an issue with a student. They investigation of an issue with a student. They inform their new students of the policy at inbound inform their new students of the policy at inbound orientation. This policy is also communicated to orientation. This policy is also communicated to Club YEOs, Counsellors and host families in their Club YEOs, Counsellors and host families in their training and information pack. The policy is training and information pack. The policy is shared, in writing with the sponsoring district, club shared, in writing with the sponsoring district, club and natural parents. and natural parents.

District ‘B’:District ‘B’:At their inbound orientation District ‘B’ At their inbound orientation District ‘B’ gets a question from a student about gets a question from a student about email and so tells the students only email and so tells the students only and not the other parties but does not and not the other parties but does not give the students any written training give the students any written training notes. notes.

District ‘C’:District ‘C’:Says nothing because they just do at Says nothing because they just do at inbound orientation what they did inbound orientation what they did when they first set up the training 10 when they first set up the training 10 years ago. years ago.

Which district invested more timeWhich district invested more time initially on this topic? initially on this topic?

Which District YEO is going to have Which District YEO is going to have less stress and play more less stress and play more golf (sail)?golf (sail)?

AuditsAudits

AAudits udits UUncoverncover DDefectsefects IInn TThehe SSystemystem

““When I set up the Quality When I set up the Quality Management System in my own Management System in my own

business I got in a consultant who had business I got in a consultant who had previously designed and implemented previously designed and implemented ISO9000 programmes in several other ISO9000 programmes in several other companies. We looked at what we did companies. We looked at what we did already, what paperwork existed and already, what paperwork existed and

where we fell short of the where we fell short of the requirements of the standard. requirements of the standard.

We then documented what was done We then documented what was done and in consultation with those who had and in consultation with those who had to work the system, documented what to work the system, documented what else had to be done to comply with the else had to be done to comply with the

requirements of the standard.requirements of the standard.

Initially I had to drive this new system Initially I had to drive this new system but it wasn’t long before people began but it wasn’t long before people began

to see the benefits, realised that it to see the benefits, realised that it helped to reduce their problems and helped to reduce their problems and then became active in making the then became active in making the

system their own”.system their own”.

Where do we go from here?Where do we go from here?

1.1. Introduce the concept to Introduce the concept to YEOsYEOs

2.2. Find a leader/consultantFind a leader/consultant

3.3. Form a study/planning Form a study/planning groupgroup

4.4. Work with RI on common Work with RI on common goalsgoals

5. Network with other Rotary 5. Network with other Rotary Youth Programs Youth Programs

6. Invite ideas from everyone6. Invite ideas from everyone

Quality Assurance Quality Assurance for for

Youth ExchangeYouth Exchange

Thank you, Thank you, Andrew!Andrew!