Case studyOngoing
Quality management and internal audit
Quality as awareness and improvement, not inspection theatre.
Scope
QMS Auditor / Lead Auditor; integrated management systems; quality and excellence work in the CEO Office.
Approach
Report on the performance of the quality management system and KPIs, naming where improvement is needed.
Use internal quality audits as the vehicle for awareness — the audit is how people learn what the system expects of them.
Support the development and enforcement of agency standards, methodologies, processes, procedures and policies.
Outcome- Quality performance reported in the same language as strategic performance.
- Standards that are enforced and understood, not merely documented.
Constraint note
Agency-specific figures, internal scorecards and named stakeholders are withheld for discretion. This record describes method only.