Goal:
Promote professional standards and humanitarian professionalism within Sri Lankan humanitarian sector.

CHA Quality Management System
CHA Quality Management System (QMS) is enriched and certified through ISO 9001 standard. On August 2008 recertification audit recertified for continued adherence to ISO 9001:2000 requirements. CHA Quality policy and values that provide an umbrella of guidance and scope to what we do and hence to the evolvement of a robust Quality Management System. Our QMS consists of ISO 9001:2000 requirements, Humanitarian best practices and regulatory and statutory requirements. We believe in continuous learning and improvements therefore seek value from international best practices and adapt to CHA and to Sri Lankan context.  

Our system:

1. Is closely associated with the ICRC Code of Conduct and the Sphere Manual;
2. Places emphasis on, and gives priority to, substance over form with the system boundary;
3. Strives to develop humanitarian professionalism in the sector, thereby, playing a key role in improving the quality of aid assistance; and
4. Encourages our employees for their initiative and passion for humanitarian work.

CHA’s QMS consists of various processes, tools, and practices that aim to continuously improve transparency, accountability, and quality in aid assistance. Processes within system are duly identified and its functioning methodology is identified, documented, and made available to its staff.

Introduction to ISO 9001

ISO 9001 is a Management system improvement tool primarily concerning the quality aspects to organizations key stakeholders. Especially in a non profit sector the way we manage key stakeholders plays an important part. Not forgetting internal stakeholder’s organizations precious resources its employees. ISO 9001 requires measuring all quantitative and qualitative aspects that an organization success depends on. Processes and procedures are systematically identified in light of these measures. Top management of the organization is required to provide overall guidance and facilitation through well spoke out value system (mission statement) and a quality policy in terms of business vision.

Benefits

At the inception of a program or a project the key performance measures are identified along with donor aspirations and the beneficiary requirement creating greater transparency of the intended activities. Periodic internal quality audit and stakeholder feedback mechanism help identify deviations if any and thereby help management to take necessary measures. Continuous improvement through root cause analysis to issues faced is one of the eight quality management principals that ISO 9001 is based upon. It helps take short term and long term decisions. Standard requires the organizational staff to equip with necessary skills, knowledge, experience and attitude. In the case of a non for profit humanitarian sector essential attitudes such as passion for humanity and integrity make a huge difference to the quality of aid assistance. These are few aspects of the standard that touched upon the system which covers broader areas of the organizational management system.

Minimum Standards

QMS consists of various tools ensuring continuous enhancement of the whole system. One such tool is Minimum standard defined for all program areas of CHA. The tool:

1. Is a way of measuring output of each function, department or a specific role;
2. Managerial assistance tool for program managers, administrators and top management
3. Identifies output in terms of quality, quantity, and timing;
4. Helps individuals to deliver and perform efficiently and effectively;
5. Employs a participatory approach to define standards, where bottom line staff are consulted, thereby, boosting morale;
6. Allocates marks on their own merit for tasks carried out and results are shared and feedback is obtained for continuous improvement;
7. Ensures transparency and accountability based on clearly defined outcome measures; and
8. Employs a methodology that is closely associated with principles adopted in the 360 degree performance appraisal system, whilst linking all stakeholders to the process.

 

Benefits of minimum standard

It provides the staff and management what the level of performance of expected in order to achieve high quality output. Because it measures the qualitative aspects staff have the clear view of required expectation.

Due to participatory approach there is increased staff morale.  Final results are shared with the staff and collect feedback. The total process takes an open and a transparent approach. Staff feel ownership and contribution.

This helps managers to build trust and team spirit within staff because results verification takes close consultation and cooperation along with related stakeholders’ feedback.   

5S System

CHA develop certain practices based on concepts of 5S system to create a pleasing and efficient working environment to our staff. CHA:

1. Has established a colour coded filing system program area–wise, file numbering and identification
2. Has shaped the office furniture ensuring an ergonomically–friendly working environment;
3. Initiated a file server that is shared across the organization, where server management is guided by 5S principles;
4. Monitors adherence to 5S by continuous review through a compliance audit based on a specific checklist;
5. Applies self–appraisals and a third party review as a means of reviewing 5S adherence; and
6. Defined a marking system taking into consideration the 5S concept of Sort, Set, Shine, Standardize, and Sustain.

Inquiries on Promotion of Professional Standards and related activities could be directed to :

Malaka Samaraweera QMS Coordinator Telephone Fax +94 11 4610943 ext 166 +94 11 4610943 ext 113 Email qmscoord@cha.lk