20121104 Analysis of Data Procedure PR021

ISO 9001:2008
Clause 8.4
PR021 Analysis of Data Procedure

Strode Park Foundation for People with Disabilities

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20121104 Analysis of Data Procedure PR021

Approvals
The signatures below certify that this procedure has been reviewed and accepted, and demonstrates that the
signatories are aware of all the requirements contained herein and are committed to ensuring their provision.

Name

Signature

Position

Date
11/04/12

Prepared by

Jacky Moat

HR Support

Reviewed by

David Dye

HR Director/Quality
Manager

Approved by

Quality Meeting 15/05/12

Amendment Record
This procedure reviewed to ensure its continuing relevance to the systems and process that it describes. A record of
contextual additions or omissions is given below:
Page No.

Context

Revision

Date

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20121104 Analysis of Data Procedure PR021

Contents
P021 Analysis of Data Procedure.................................................................................................................................. 4
1. Introduction & Purpose ............................................................................................................................................... 4
2. References ................................................................................................................................................................... 4
3. Terms & Definitions ..................................................................................................................................................... 4
4. Application & Scope ..................................................................................................................................................... 4
5. Requirements ............................................................................................................................................................... 4
6. Process ......................................................................................................................................................................... 4
6.1 General................................................................................................................................................................... 4
6.2 Data Collection ....................................................................................................................................................... 5
6.3 Data Analysis .......................................................................................................................................................... 5
6.4 Information Output................................................................................................................................................ 5
6.5 Reporting ............................................................................................................................................................... 5
6.6 Documentation & Records ..................................................................................................................................... 5

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20121104 Analysis of Data Procedure PR021

P021 Analysis of Data Procedure

1. Introduction & Purpose
The purpose of this procedure is to establish and define the roles and responsibilities for analyzing quality
management system data in order to drive continual improvement and to facilitate a factual approach to decision
making.

2. References
Reference

Title & Description

8.4

Quality System Manual

P017

Customer Satisfaction Procedure

P020

Control of Non-conformances Procedure

3. Terms & Definitions

Term

ISO Clause

Definition

Requirement

3.1.2

A need or expectation that is stated, generally implied or obligatory

Continual
improvement

3.2.13

A recurring activity to increase the ability to fulfill requirements

4. Application & Scope

Effective data analysis is an essential part of our quality management system. Statistical techniques are utilized, where
appropriate, and the data is analyzed by designated personnel and utilized for continuous improvement of service
delivery. The Foundation monitors trends in the following activities:
Customer Satisfaction Data; 8.2.1
Conformity to care plan requirements; 8.2.4
Characteristic of processes, service and their trends; 8.2.3 and 8.2.4
Suppliers; 7.4

5. Requirements
The Quality Management Representative is required to:
Direct the use of statistical techniques
Determine the need for the use of statistical techniques
Ensure that staff involved in the application of statistical techniques are provided with the necessary tools
Ensure that staff involved in the application of statistical techniques are suitably trained

6. Process
6.1 General
Where appropriate, statistical or analytical techniques are utilized to monitor and improve service delivery quality and
Care planning capability. Statistical or analytical techniques are used for:
Market analysis
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20121104 Analysis of Data Procedure PR021

Care planning and care outcomes

Customer Satisfaction

6.2 Data Collection

Data collected for analysis includes:
Results from customer surveys
Results from employee surveys
Customer, supplier and employee feedback
Results from internal audits
Results from care planning outcomes
Non-conformance reports

6.3 Data Analysis

The purpose of analyzing this data is to:
Assess organizational performance against established quality plans and stated quality objectives
Identify areas for improvement
Help determine the cause of problems
Provide guidance for determining the most appropriate corrective or preventive action to take

6.4 Information Output

Upon completion, analyzed data provides information on:
Customer satisfaction and dissatisfaction
Employee satisfaction and dissatisfaction
Conformance to service delivery requirements
Characteristics and trends of care planning
Opportunities for preventive action
Suppliers and their contribution
Organizational effectiveness and efficiency

6.5 Reporting
The results of data analysis are depicted within appropriate trend charts whenever possible and distributed to
members of Top Management

6.6 Documentation & Records

All documents and records associated with the data analysis process are retained and managed in accordance with
Clauses 4.2.3 & 4.2.4.

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