ISO 9001 Clause 7.3 Design and Development for Service Firm

[thira7]

Hello all,

Here i am again. As most of you know i am not an experience Quality Manager, basically I am an intern and I am trying to do a QS. Before anyone mentions that an intern can not do this job and a Quality Manager is needed, i would like to tell you that the organization is not going for certification but we may have a pro-bono audit by a partner. I am just saying this because when i post something usually the discussion goes around this subject and i only wanted to clarify how things are here.

However even if we are not going for certification i would like to do something valuable for the organization and for me during the internship, this is why i seek help from the forum so many times.

I have some queries about 7.3. First of all we are a small NGO. Our products/services is providing training to our partners and develop curriculum which contains methods of implementing our programme.
I am at the stage where i write our Quality Manual and i noticed that we have a design and development procedure for our curriculum, however we do not have a documented procedure for designing and developing training programme, which we obviously do.

My query is: do I have to write a different procedure for each of our products/services design and development stage?

Do i get that correct?

Thank you very much.

 

[John Broomfield]

Thira7,

Had you analyzed your core process from customer needs to continued funding you would have determined (see clause 4.1a) that you translate the needs of customers into specifications for your services (programmes).

Indeed, product design translates customer needs into product requirements.

Chances are your services are already designed but tweaked for each programme. Any need for such tweaking is identified by planning (see clause 7.1) and controlled by design change control (see 7.3.7) for which you need to capture your entire programme design process so changes are planned, verified and validated (and both the beneficial and adverse risks are managed).

This design procedure already is part of the management system that runs your NGO. Capture it and document it so can be used and improved for designing completely new programmes and processes (aka innovation).

John

 

[thira7]

Thank you again John. Once more you saved me !

 

[thira7]

Here i have another question.

I understand that 7.3.4 D&D review refers to reviews you are doing during the D&D process. However from my point of view the verification and validation activities (7.3.5 and 7.3.6) are something like tests before we start producing our product.

So it can not be something else except of visual inspection and approval of the design output (is a document which describes which methods we will use, who will be the trainer, how long the sessions will be and e.t.c)

We can do reviews(7.3.4) when we design our training programme, but how we can verify and validate our programme besides optical verification and validation.

And finally does the 7.3.7 implies changes that can be occur after validation?

 

[John Broomfield]

Thira7,

Do not forget your design inputs. These include the objectives and constraints.

You verify the design for its conformity to the design inputs. This can be a team effort, including the people expected to make the design work, in the final review before validating the design.

Once verified, you then validate the design ideally with a trail run or trial runs (aka prototyping) or at the very beginning of the real thing. Or you can openly advertise the fact that the first run of the new programme is a prototype and get everyone involved in validating its design after verifying you ran the prototype in accordance with the design.

Also, are you researching "blueprinting service design" to help with your discovery of how your NGO does this?

John

 

[thira7]

John,

I understand the significance of Inputs and Outputs, i only mentioned 7.3.4, 7.3.5 and 7.3.6 because here is where i have doubts on how we can do this. We can not really test the training programme in a "small" scale as we have to pay for our tickets, participants expenses and so on. Under these circumstances after the training programme is approved (after the final review) we provide the training.
However, the only thing that we may have the ability to do is to use the feedback from the training to re-design our training for future trainings, but this goes under 7.3.7.

About your question is pretty clear how the NGO designs the training , but if you can provide me with some blueprints it would be nice.

Thank you.

 

[John Broomfield]

Thira7,

Here is a handbook on blueprinting service design.

You will see that Wikipedia has a page on this subject too.

John

 

[thira7]

Hi all,

I captured our D&D procedure and i would like some comments.
This is how we develop the training programme before we go to partners facilities and provide them the training.

Thank you.

Any comments are welcome

 

[John Broomfield]

thira7,

May we please have a .pdf version to review?

Many thanks,

John

 

[thira7]

Yes of course, here you are.

I just want to clarify that this is exactly what we do now. I did not change anything yet although i think that we have to make some improvements