Establishing a quality system implies a new way of managing quality in the CLM. In our case it means systematizing a series of actions to implement, control and improve work processes and to minimize their variability.
The aim of applying a Quality Management System in the CLM comes from the need to demonstrate our capability to consistently provide services that satisfy the requirements and expectations of our students as well as to fulfill the regulations and rules that apply.
The Quality Management System applies to all the activities carried out by the CLM, that is, the services of Design, planning, teaching and certification of learning in foreign languages and Spanish, and additional services such as library, accommodation, language interchanges, cultural activities and sports.
According to ISO regulations, a quality system refers to 'the organizational structure, responsibilities, procedures, processes and necessary resources to carry out the management of quality'.
The Centro de Lenguas Modernas de la Universidad de Granada has attained certification for the ISO 9001 and OHSAS 18001 systems, thus demonstrating that we have an internationally recognized management system.
ISO 9001:2008 - This regulation specifies the requirements of the quality management system of an organization from the perspective of demonstrating its capacity to satisfy the needs of its users.
OHSAS 18001:2007 - This regulation specifies the requirements for a system for safety and health at work necessary to assist an organization in controlling risks in relation to safety and health at work and improving its performance.
To implement our system we had to take the following steps:
1. Initial evaluation of the organization:
It involves identifying all the aspects that affect the quality of the final product or service. It is about analysing the state of the organization and what resources it has before implementing the system to ensure quality. In order to do this we have collected together all those documents, processes and actions that were employed in the CLM.
2. Preparation of documents:
It is mainly based on the elaboration of a manual relating to quality and various procedures. In this manual we describe how the system is organized but without going into its aspects or details. With this manual anyone should be able to understand what our field of activity is, what is the management policy in relation to quality, and what are the aims we wish to achieve with this system. In relation to other procedures this involves the written documentation of all the work processes we wish to ensure.
3. Implementation of the system:
The implementation of the system has demanded a change in work attitudes, practices and procedures on the part of all the personnel at the CLM. Information and training in the implementation of the project are essential for its success, so we include this task in the annual training plan.
4. Audit and final evaluation:
Once all the documents had been developed and the actions corresponding to the requirements of the regulations had been implemented, we had a 'trial' period with the system and then we carried out an internal audit and evaluation to verify the efficiency of the potential adjustments and corrections that had been implemented during the 'trial' period. Once the system was in place, we applied for the ISO 9001 and OHSAS 18001 certifications to an independent organization, in our case OCA. After a few days of auditing, it was certified that the system met the specified regulations.
5. System maintenance:
At the moment we are in the process of maintenance for both systems, which consists of revising, updating and improving them continuously. With the processes, technology and the services of the CLM changing and evolving with the passing of time, it is absolutely necessary to avoid the system documentation becoming outdated and inadequate. Any change or modification must be reflected in the quality documentation.