Rev 2 Title Continual Improvement 1 Scope The Research

rev 2 title continual improvement 1. scope the research office recognises the importance of learning from past experienc

Rev 2
Title Continual Improvement
1.
Scope
The Research Office recognises the importance of learning from past
experiences and revising processes and plans accordingly. To ensure
this happens systematically, the Office has implemented the ‘Plan, Do,
Check, Act’ (PDCA) approach to continual improvement.
2.
Procedure
PDCA is an iterative four-step continual improvement process, as
defined in the table below. The PDCA is a key feature, which enables
the office to facilitate continual improvement.

Plan
Agree improvement actions at Management/Unit level to support delivery
of business objectives. Utilise feedback from staff and customers (see
section 2 of Quality Manual [customer focus] and Communications
Process). Record planned improvements on quality improvement action
plan.
Do
Implement improvement plans. Encourage staff to drive improvements in
the processes for service delivery.
Check
Monitor the processes and results against objectives. Use customer
feedback and Self-assessment process. Evaluate all feedback and
results. Report the outcome (Communications Process).
Act
Apply actions to the outcome for further improvement actions This
means reviewing all steps (Plan, Do, Check, Act) and modifying the
process to improve it before its next implementation. Review all
management and service processes for improvement. Use quality improvement
action plan to ensure that actions taken are effective, and inform
future planning.
3.
Records
Records management is in accordance with UL Record Management and
Retention Policy. The following records relevant to this process are
maintained:
*
Quality Improvement Action Plan
4.0 Review
This process is reviewed in accordance with the Self-Assessment
Process and any updates are included in the next revision.
Revision & Approval Log
Rev No.
Date
Revised By:
List of Revisions
Approved
Sign & Date
1
05/11/2015
HL, SOD, JOS
Update following 2015 quality audit. Addition of schematic, formatting
changes and addition of explanatory text.
ROM 10/11/2015
2
14/04/2016
JOS
Update following interdepartmental audit. References to ‘customer
satisfaction process’ removed and reference made to ‘Customer focus’
section of Quality Manual or ‘customer feedback’.
ROM 11/11/2017
Research Office Page 3 of 3