School Management System

The online version of
this document is
controlled. Therefore,
all printed versions of
this document are
unofficial copies.
QUALITY MANAGEMENT SYSTEM MANUAL

Baltimore County Public Schools
6901 Charles Street
Towson, Maryland 21204
Manual Approved By:

S. Dallas Dance, Ph.D.
Superintendent
08/12/13 Revised
Page 1 of 42

TABLE OF CONTENTS
SECTION
TITLE
PAGE
INTRODUCTION
SCOPE
1.1 General
1.2 Application
7
7
NORMATIVE REFERENCE
TERMS AND DEFINITIONS
QUALITY MANAGEMENT SYSTEM
12
08/12/13 Revised
4.1 General Requirements
12
4.2 Documentation Requirements

4.2.1 General
4.2.2 Quality Manual
4.2.3 Control of Documents
4.2.4 Control of Records
13
13
14
15
16
MANAGEMENT RESPONSIBILITY
17
5.1 Management Commitment
17
5.2 Customer Focus
18
5.3 Quality Policy
19
5.4 Planning
5.4.1 Quality Objectives
5.4.2 Quality Management System Planning
19
19
20
5.5 Responsibility, Authority, and Communication

5.5.1 Responsibility and Authority
5.5.2 Management Representative
5.5.3 Internal Communication
20
20
20
21
5.6 Management Review

5.6.1 General
5.6.2 Review Input
5.6.3 Review Output
21
21
22
22
RESOURCE MANAGEMENT
23
6.1 Provision of Resources
23
6.2 Human Resources

6.2.1 General
6.2.2 Competence, Training, and Awareness
23
23
24
6.3 Infrastructure
26
6.4 Work Environment
27
Page 2 of 42

SECTION
7
08/12/13 Revised
TITLE
PRODUCT/SERVICE REALIZATION
PAGE
28
7.1 Planning of Product/Service Realization
28
7.2 Customer-Related Processes

7.2.1 Determination of Requirements Related to the Product
7.2.2 Review of Requirements Related to the Product
7.2.3 Customer Communication
29
29
29
29
7.3 Design and Development

7.3.1 Design and Development Planning
7.3.2 Design and Development Inputs
7.3.3 Design and Development Outputs
7.3.4 Design and Development Review
7.3.5 Design and Development Verification
7.3.6 Design and Development Validation
7.3.7 Control of Design and Development Changes
30
30
30
31
31
31
32
32
7.4 Purchasing
7.4.1 Purchasing Process
7.4.2 Purchasing Information
7.4.3 Verification of Purchased Product
32
32
32
33
7.5 Production and Service Provision

7.5.1 Control of Production and Service Provision
7.5.2 Validation of Processes
7.5.3 Identification and Traceability
7.5.4 Customer Property
7.5.5 Preservation of Product
32
32
34
34
34
35
7.6 Control of Monitoring and Measuring Equipment
35
MEASUREMENT, ANALYSIS, AND IMPROVEMENT
36
8.1 General
36
8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction
8.2.2 Internal Audit
8.2.3 Monitoring and Measurement of Processes
8.2.4 Monitoring and Measurement of Product
36
36
36
37
37
8.3 Control of Non-Conforming Product
38
8.4 Analysis of Data
38
8.5 Improvement
8.5.1 Continual Improvement
8.5.2 Corrective Action
8.5.3 Preventive Action
39
39
40
41
Manual Revision History Table
42
Page 3 of 42

SECTION 0: INTRODUCTION
Baltimore County Public Schools is consistently ranked among the thirty largest school
systems in the United States, with an enrollment of approximately 107,000 students.
With an annual operating budget of $1.6 billion, the students are served by 173 schools,
centers, and programs; approximately 17,000 employees including 8,700 teachers;
and more than 15,000 volunteers. BCPS graduates more than 7,000 students each
year.
Baltimore County Public Schools has started this quality performance initiative to more
effectively manage the human resources, technology, and purchasing central office
department processes which are utilized in providing the services required by school
principals in enabling their schools to meet standards articulated in Blueprint 2.0,
effectively implement school improvement plans, and fulfill customer and stakeholder
requirements. It is believed that more effective management of central office
department processes will improve central office department services to principals and
ultimately result in improved student achievement. A quality management system,
designed to meet the requirements of an internationally recognized standard for quality
management systems, ISO 9001:2008, will be used to manage identified central office
department processes. This manual describes what will be done within the quality
management system to manage the identified central office department processes
utilized in providing services to principals and meet the requirements of the ISO
9001:2008 standards. The initiative specifically addresses the role of central office
departments and offices in carrying out the basic business plan of Baltimore County
Public Schools which is illustrated in the following flowchart.
08/12/13 Revised
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08/12/13 Revised
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The use of a quality management system within Baltimore County Public Schools is an
important strategy in helping the school system achieve its main goals and objectives in
four key focus areas:
Academics
Safety
Communication
Organizational Effectiveness.
More specifically, the school system believes that the development, implementation,
and maintenance of our quality management system will improve the involvement of
principals, teachers, staff, stakeholders, and parents/guardians in the decision-making
process and will maximize the efficiency and effectiveness of processes utilized in
providing quality central office services to schools.
* * END OF SECTION 0 * *
08/12/13 Revised
Page 6 of 42

SECTION 1: SCOPE
1.1
General
This manual specifies the requirements by which the Baltimore County Public
Schools:
a) demonstrates its ability to consistently provide services that meet customer
and applicable regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the
Quality Management System (QMS), including processes for continual
improvement of the school system and the assurance of conformity to customer
and applicable regulatory requirements.
The scope of the Quality Management System is Central Office services
provided to principals in the areas of:
1.2
Fiscal Services (Purchasing)

Technology
Human Resources
Application
The Baltimore County Public Schools Quality Management System (QMS)
conforms to all ISO 9001:2008 requirements except for:
Clause 7.6 Control of Monitoring and Measuring Equipment
The justification for excluding the application of this clause is recorded in Section
7.6 of this manual.
08/12/13 Revised
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SECTION 2: NORMATIVE REFERENCE

The definitions and fundamentals upon which the Baltimore County Public Schools
Quality Management System is established are defined within the following documents:
ISO 9001:2008 Quality Management Systems - Requirements
ISO 9000:2005 Quality Management Systems - Fundamentals and Vocabulary
08/12/13 Revised
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SECTION 3: TERMS AND DEFINITIONS

AUDIT - Systematic, independent, and documented process for obtaining audit
evidence and an objective evaluation to determine the extent to which audit criteria are
fulfilled.
BCPS - Baltimore County Public Schools.
BLUEPRINT 2.0: OUR WAY FORWARD - A strategic plan to establish goals and
measureable objectives for the school system for the next five years.
BOARD OF EDUCATION - The county Board is authorized by law to "determine, with
and on the advice of the county Superintendent, the educational policies of the county
school system and shall prescribe rules and regulations for the conduct and
management of the county public schools." The Superintendent of Schools, with the
assistance of appropriate school personnel, is responsible for carrying out Board
policies.
COMPETENCE - Demonstrated ability to apply knowledge and skills.
CONFORMITY - Fulfillment of a requirement.
CONTINUAL IMPROVEMENT - A recurring activity that includes the on-going collection
and analysis of data followed by taking appropriate action to improve the ability to fulfill
requirements and achieve planned results.
CORRECTIVE ACTION Action requiring a root cause analysis and an action plan to
correct a nonconformity.
CUSTOMER - Organization or person that receives a product (or service).
CUSTOMER SATISFACTION - Customers perception of the degree to which the
customers requirements have been fulfilled.
DOCUMENT - Information and its supporting medium.
INFRASTRUCTURE - System of facilities, equipment, and services needed for the
operation of the school system.
MANAGEMENT REVIEW TEAM (MRT) - Personnel appointed by the superintendent to
monitor the operation of the quality management system.
08/12/13 Revised
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MANAGEMENT REPRESENTATIVE - The person(s) appointed by top management to
act on their behalf to manage the quality system.
NONCONFORMITY - Non-fulfillment of a requirement.
ORGANIZATION - The organization is the Baltimore County Public Schools herein
referred to as the school system or BCPS.
PREVENTIVE ACTION Action taken to eliminate the cause of a potential
nonconformity or other undesirable situation.
PROCEDURE - Specified way to carry out an activity or process.
PROCESS - Set of interrelated or interacting activities which transform inputs into
outputs.
NOTE 1: Inputs to a process are generally outputs from other processes.
NOTE 2: Processes in the school system are generally planned and carried out
under controlled conditions to add value.
PROCESS OWNER - The individual assigned by the superintendent to be responsible
for a specific QMS process.
PRODUCT - Result of a process.
NOTE 1: There are four generic categories of product: 1) Services, 2) Software,
3) Hardware, 4) Processed materials.
NOTE 2: For the purposes of its ISO 9001 Certification, Baltimore County Public
Schools product consists of the central office services provided to principals
(schools).
QUALITY - Degree to which a set of inherent characteristics fulfills requirements.
QUALITY IMPROVEMENT - Part of quality management focused on increasing the
ability to fulfill quality requirements.
QUALITY MANAGEMENT SYSTEM (QMS) - The set of interconnected processes
used by the school system to achieve its quality objectives.
QUALITY MANAGEMENT SYSTEM MANUAL - Document describing the quality
management system of the school system.
QUALITY OBJECTIVE - Something sought, or aimed for, related to quality.
NOTE 1: Quality objectives are generally based on the school systems quality
policy.
08/12/13 Revised
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NOTE 2: Quality objectives are generally specified for relevant functions and
levels in the school system.
QUALITY PLANNING - Part of process management focused on setting quality
objectives and specifying necessary operational processes and related resources to
fulfill the quality objectives.
QUALITY POLICY - The overall intentions and direction of the school system related to
quality as formally expressed by the Management Review Team.
REQUIREMENT - Need or expectation that is stated, generally implied, or obligatory.
RESOURCES - People, time, money, buildings, equipment, and support activities, as
necessary, that may be applied to a specific project, product, process, and/or contract in
order to fulfill requirements.
SERVICE - The result of a process.
STAKEHOLDERS - Students, parents, staff, and community.
SUPERINTENDENTS CABINET Group of top management personnel who direct
and control the school system at the highest level.
SUPPLIER - A vendor.
TOP MANAGEMENT - Group of people who direct and control BCPS at the highest
level; the Superintendents Cabinet.
TRAINING - A structured process for communicating knowledge and developing skills.
VENDOR - Organization or person that provides a product or service to BCPS.
08/12/13 Revised
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SECTION 4: QUALITY MANAGEMENT SYSTEM

4.1
General Requirements
Baltimore County Public Schools has defined, documented, and deployed a
quality management system that is designed to enhance customer satisfaction
through the fulfillment of customer requirements. The system is comprised of a
series of process-based methodologies that are designed to ensure that the
system is deployed, maintained, and continually improved in accordance with the
requirements of ISO 9001:2008. BCPS maintains its QMS by:
a) Identifying the following processes necessary for the operation of its QMS
within the stated scope. The responsibility for these processes is identified, per
each department, in Section 6.3 of this manual.
Core Business Processes
Support & Improvement Processes
School-based Instructional Employee Recruitment

School-based Instructional Employee Hiring
School-based Support Employee Recruitment
School-based Support Employee Hiring
School-based Temporary and Substitute Hiring
School-based Position Allocation
School-based Employee Appraisal
School-based Employee Discipline
Procurement of Goods and Services
Technology Development
Technology Implementation
Technology Support
Document Control
Record Control
Control of Nonconforming Products
Corrective Action
Preventive Action
QMS Audit
Management Review
b) determining the sequence and interaction of these processes. This

requirement is graphically illustrated within each process document described or
referenced within this manual. Each process, where appropriate, is represented
by a process flowchart, which defines the process entry and exit points, the
sequence of operations, and the interactions with other processes, as
appropriate.
08/12/13 Revised
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c) determining the criteria and methods needed to ensure that both the operation
and control of processes are effective. The criteria and methods have been
identified within each process described or referenced in this manual. (See
Section 7.5 - Production and Service Provision.)
d) ensuring the availability of resources and information necessary to support the
operation and management of these processes. (See Section 6 - Resource
Management.)
e) monitoring, measuring, and analyzing these processes. (See Section 8.2.3 Monitoring and Measurement of Processes.)
f) implementing actions necessary to achieve planned results and continual
improvement of these processes. (See Section 8.5.1 - Continual Improvement.)
When choosing to outsource any process that affects product/service conformity
with requirements, BCPS ensures control over such processes through the Level
2 process document Procurement of Goods and Services Process and/or other
review requirements identified in other processes referenced in this manual.
4.2
Documentation Requirements
4.2.1 General
The Quality Management System documentation includes:
a) documented statements of a quality policy (see 5.3) and quality
objectives (see 5.4.1), or reference to them,
b) this Quality Management System Manual,
c) documented procedures required by the ISO 9001 Standard and BCPS,
and
d) documents, including records, determined by the organization as
necessary to ensure the effective planning, operation, and control of its
processes.
The following graphic illustrates the overall structure of the QMS and
identifies the levels of documentation that make up the system.
08/12/13 Revised
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What will be done

Level 1:
Quality Manual
Level 2:
Process Documents
Key quality actions/processes
Level 3:
Manuals, Handbooks, Guides,
Procedures, Protocols, Work
Instructions, etc.
How to do it
Level 4:
Forms and Templates
Level 5:
Records
(Completed Forms, Reports, Minutes, etc.)
4.2.2
What was done
Quality Manual
BCPS has established and maintains this Quality Management Systems
Manual (Level 1 document) to define ISO 9001 and BCPS requirements.
The quality manual includes:
a) the scope of the QMS (see Section 1), including details and justification
for any exclusion,
b) reference to the documented procedures (Level 2 process documents)
required for the QMS and for providing products/services to its customers,
c) a description of the interaction between processes, illustrated within the
flowcharts of each documented process, and
d) a chart (below) that illustrates the QMS linkages of requirements
presented in Sections 4 to 8. The illustration shows that customer
requirements play a significant role in defining requirements as inputs.
Monitoring the fulfillment of customer requirements requires the evaluation
of information relating to the perception of customers and interested
stakeholders as to whether the organization has met its requirements.
08/12/13 Revised
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BALTIMORE COUNTY PUBLIC SCHOOLS
QUALITY MANAGEMENT SYSTEM LINKAGES
PLAN
Management Responsibility
(Section 5)
INPUTS
Customers
Stakeholders
Board of
Education
Policies
OUTPUTS
Leadership
Vision
Strategic Objectives
Management Reviews
Business & Strategic Planning
Organizational Culture
ACT
Achieving
Performance
Goals as
Outlined in
Blueprint 2.0
MSDE
Standards
Student
Performance
Measurement, Analysis, &

Improvement
(Section 4)
(Section 6)
Highly
Quality Management System
Resource Management
Federal, State,
and County
Laws and
Regulations
(Section 8)
Quality Policy & Objectives

Quality Management System Manual
Core Business and Support &
Improvement Process Documents
Document Control
Quality Records
Quality Planning
Human Resources
Training
Work Environment
Financial Resources
Staff Competence
Blueprint 2.0
Mission
Realization
Corrective Action
Preventive Action
QMS Internal & External
Auditing
Analysis of Data
Qualified
Workforce
Stakeholder
Involvement
Efficient and
Effective Use
of Resources
Process/Service Realization
(Section 7)
DO
Fiscal Services: Purchasing

Technology
Human Resources
Product/
Service
Customer
Requirements
CHECK
Feedback
Level 2 process documents referenced in this manual and listed in Section

4.1 are stand alone documents. The Quality Management System Manual
and Level 2 process documents are updated/revised if and as needed to
reflect the current management system or changes in process
methodologies. Online versions of these documents are controlled.
Therefore, all printed versions of these documents are unofficial copies.
4.2.3
Control of Documents
Documents that are required by the BCPS Quality Management System
are identified and controlled according to the documented procedure, the
Document Control Process, which establishes the controls needed to:
a) approve documents for adequacy prior to issue,
b) review and update as necessary and re-approve documents,
c) ensure that changes and the current revision status of documents are
identified,
08/12/13 Revised
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Customer
Satisfaction

d) ensure that relevant versions of applicable documents are available at

points of use,
e) ensure that documents remain legible and readily identifiable,
f) ensure that documents of external origin determined to be necessary for
the planning and operation of the quality management system are
identified and their distribution controlled, and
g) prevent the unintended use of obsolete documents, and to apply
suitable identification to them if they are retained for any purpose.
4.2.4
Control of Records
Quality records are collected throughout the QMS as a means of
demonstrating that required quality activities were performed. A
documented procedure, the Record Control Process has been
established to address requirements. In addition, each core business
process and support and improvement process document identifies the
methodology for the identification, storage, protection, retrieval, retention
time, and disposition of quality records.
It is the responsibility of each process owner to ensure that the required
quality records are created and maintained in accordance with stated
requirements.
08/12/13 Revised
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SECTION 5: MANAGEMENT RESPONSIBILITY

5.1
Management Commitment
The commitment to pursue the registration of the Baltimore County Public
Schools QMS, under the ISO 9001:2008 international quality standard, sends a
strong message to BCPS employees and stakeholders that the organization is
committed to developing and maintaining an effective QMS. The Management
Review Team (MRT) strives to maintain and continually improve the
effectiveness of the QMS by:
a) communicating to the organization the importance of meeting customer as well
as statutory and regulatory requirements,
b) establishing the quality policy (See Section 5.3 - Quality Policy) that embodies
managements commitment to quality,
c) ensuring that organizational quality objectives (See Section 5.4.1 - Quality
Objectives), consistent with the quality policy, are established,
d) conducting management reviews (See Section 5.6 - Management Review) to
ensure the continuing suitability, adequacy, and effectiveness of the quality
management system, and
e) ensuring the availability of resources (See Section 6.1- Provision of
Resources) needed to maintain and continually improve the quality management
system.
The Superintendent and the MRT lead and manage BCPS in a systematic and
visible manner that aligns with the following quality management principles:
Customer Focus Management strives to understand current and future

customer needs, to meet customer requirements and to continually exceed
customer expectations.
Leadership Management develops an annual strategic action plan, entitled

Blueprint 2.0, to establish performance metrics and strategic initiatives for
goals in four focus areas.
Involvement of People The organization values people and maintains an

environment in which people can become fully involved in achieving the
school systems goals and objectives.
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Process Approach Management defines critical processes designed to

achieve desired results, measures inputs and outputs of the processes, and
evaluates the impact of those processes on customers and other
stakeholders.
System Approach to Management Management defines the system by

identifying processes that affect objectives, structuring the system to achieve
the objectives in the most efficient way, understanding the interdependencies
among processes, and continually improving the system through
measurement and evaluation.
Continual Improvement Continual improvement of services, processes, and

systems is an ongoing commitment of BCPS.
Factual Approach to Decision Making Effective decisions are based on the

analysis of data and information.
Mutually Beneficial Supplier Relationships Because the school system and

its suppliers are interdependent, we seek to maintain a mutually beneficial
relationship and clear and open communications.
Managements successful use of the above principles will result in benefits to the
student, staff, and community.
5.2
Customer Focus
To ensure value for all customers, the school system determines customer needs
and expectations through ongoing dialogue with the community in a variety of
venues that include board meetings, public engagement meetings, focus groups,
and customer/stakeholder surveys. Upon determining customer needs and
expectations, management translates them into requirements that are articulated
within Blueprint 2.0, as a set of standards or performance goals to which the
school system will be held accountable. Since the scope of the QMS (see
Section 1.1) is limited to central office services provided to principals in human
resources, technology, and purchasing, the focus is upon principals as the
primary customer of these central office services. Principals were included in
the development of the QMS. A Customer Feedback Survey for Principals was
developed and administered to establish a baseline regarding the degree of
satisfaction with identified central office services and to identify other possible
service areas for future inclusion in the QMS.
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5.3
Quality Policy
The Quality Policy of the Baltimore County Public Schools is:
Baltimore County Public Schools will provide the highest quality Human
Resources, Technology, and Purchasing services to continually improve all
schools by being held accountable for meeting performance standards,
and by creating and sustaining a culture of excellence for every student,
every school, and every community.
Management ensures that the quality policy:
a) is appropriate to the purpose of the organization,
b) includes a commitment to comply with requirements and continually improve
the effectiveness of the quality management system,
c) provides a framework for establishing and reviewing quality objectives. Quality
objectives have been established for each key element of the quality policy. (See
Section 5.4.1 - Quality Objectives.)
d) is communicated and understood within the organization, and
e) is reviewed for continuing suitability. The review of the quality policy is a
standing agenda item for the Management Review meetings. (See Section 5.6 Management Review.)
5.4
Planning
5.4.1 Quality Objectives
The MRT ensures that quality objectives, including those needed to meet
requirements for products (see Section 7.1.A), are established at relevant
functions and levels within the organization. These quality objectives are
measureable and consistent with the Quality Policy.
5.4.2 Quality Management System Planning
The MRT ensures that:
a) the planning of the QMS is carried out in order to meet the requirements
delineated in Section 4.1, as well as supporting the Human Resources,
Technology, and Purchasing performance goals identified in the Blueprint
2.0 strategic plan, and
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b) the integrity of the QMS is maintained when changes are planned and
implemented.
Planning focuses on identifying, defining, documenting, monitoring,
evaluating, and improving processes that are needed to meet quality
objectives and customer requirements. Principals identify needs and
requirements for central office services through the annual school
improvement, staffing, and school planning processes. QMS audits
(internal and external) are used to maintain system integrity.
5.5
Responsibility, Authority, and Communication

5.5.1 Responsibility and Authority
.
The top management in BCPS is composed of the Superintendents

Cabinet which includes the Superintendent, Deputy Superintendent, Chief
of Staff, Chief Operations Officer, Chief Academic Officer, Chief
Communications Officer, Chief Human Resources Officer, and Chief
Accountability Officer. The cabinet meets weekly to conduct and discuss
the business of the school system and to make system-level decisions for
Board approval.
The Superintendents Cabinet has defined and communicated the
responsibility and authority to implement and maintain an effective and
efficient QMS within BCPS. The school system has created and maintains
the position of Coordinator, Quality Management Systems, to plan,
administer, and implement the BCPS quality management system. The
Superintendents Cabinet has appointed a Management Review Team
(MRT) to monitor the operation of the QMS according to the documented
Management Review Process. Responsibility for QMS core business
processes and support and improvement processes have been defined
within each documented process. Job descriptions are maintained within
the Department of Human Resources for all employees having
responsibility for and engaging in process execution.
BCPS organizational charts are available on the BCPS Web site.
5.5.2 Management Representative

The Superintendent has appointed the Chief of Staff and the Coordinator,
Quality Management Systems, to serve as co-management
representatives. The co-management representatives have the
responsibility and authority that include:
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a) ensuring that processes needed for the QMS are established,

implemented, and maintained,
b) reporting to top management on the performance of the QMS and any
need for improvement, and
c) ensuring the promotion of awareness of customer requirements
throughout the organization.
The co-management representatives are members of the management
review team and share responsibility for the management review process.
5.5.3 Internal Communication
The Superintendents Cabinet ensures that appropriate communication
processes are established within the school system and that
communication takes place regarding the effectiveness of the QMS.
Resources utilized for communication may include, but are not limited to,
the following:
Blueprint 2.0
BCPS Web site
The Education Channel
Weekly Bulletins and Superintendents Weekly Updates
Board of Education agendas, exhibits, and meeting minutes
System wide and departmental meetings
Employee Surveys
Classroom to Community Express
The Superintendents Cabinet actively encourages feedback and

communication from employees as a means of involving them. An open
door policy by the Superintendent encourages feedback from the
community and staff. Central office and school site visits by the
Superintendent and other management personnel support and involve
employees in the achievement of performance goals.
5.6
Management Review
5.6.1 General
The MRT reviews the QMS to assess the systems effectiveness and its
ongoing adequacy and suitability. Management reviews are conducted
according to the documented procedure, the Management Review
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Process. Members of the MRT are identified within the documented
procedure.
5.6.2 Review Input
The input to management review is specified within the documented
procedure and includes information on:
a) results of audits,
b) customer feedback,
c) process performance and product conformity,
d) status of corrective and preventive actions,
e) follow-up actions from previous management reviews,
f) changes that could affect the QMS, and
g) recommendations for improvement.
5.6.3 Review Output

The output of management review is specified within the documented
procedure and includes decisions and actions related to:
a) improvement of the effectiveness of the QMS and its processes,
b) improvement of products/services related to customer requirements,
and
c) resource needs.
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SECTION 6: RESOURCE MANAGEMENT

6.1
Provision of Resources
The BCPS budget planning process is aligned with performance goals of the
school system and identifies the human and fiscal resources needed to attain
those goals and provide the children of the Baltimore County Public Schools with
the education they will need to be successful in further education, career, and
community. The school system budget is subject to local government review and
approval.
Through the budget planning process, BCPS determines and provides the
resources needed to:
a) implement and maintain the QMS and continually improve its effectiveness,
and
b) enhance customer satisfaction by meeting customer requirements. (See
Section 8.2.1 - Customer Satisfaction.)
The BCPS operating budget includes a commitment to maintaining the ISO
quality management system in selected offices within the district and allocates
funds to maintain a Quality Management System Office and a Quality
Management Systems Coordinator.
Resources needed by each department within the scope of the QMS are
identified by each department through participation in the annual budget planning
process.
6.2
Human Resources
6.2.1 General
BCPS ensures that all employees performing work affecting conformity to
product/service requirements are competent on the basis of appropriate
education, training, skills, and experience. It is the responsibility of each
department head to insure that all personnel, whose job requires
knowledge of product/service specifications, are made aware of any
changes to product/service specifications.
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6.2.2 Competence, Training, and Awareness
Baltimore County Public Schools:
a) determines the necessary competence for personnel performing work
affecting conformity to product/service requirements,
b) where applicable, provides training or takes other actions to achieve
necessary competence,
c) evaluates the effectiveness of the actions taken,
d) ensures that its personnel are aware of the relevance and importance
of their activities and how they contribute to the achievement of the quality
objectives, and
e) maintains appropriate records of education, training, skills, and
experience.
The methodologies used to meet each requirement are included in the
following table.
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Requirement
Determine
competencies
required
Assess
competency needs
Methodology Followed
Job descriptions have been established for all key positions affecting
product/service quality. Minimum competency requirements are identified
for each regular employee position and direct hire contract worker that
performs duties within the scope of each QMS process. Job descriptions
for regular employees are housed within the Human Resources
Department. The scope of duties and competency requirements for direct
hire contract workers are included in the temporary employment contract
which is housed in the Department of Human Resources.
New Employees
Prospective employees are screened, interviewed, and/or tested to

determine the adequacy of their competencies to meet stated job
requirements.
Prospective employees who dont meet minimum requirements may be

hired contingent on the successful completion of required training and/or
certification requirements.
Current Employees
Informal and ongoing assessment of employees job performance is

carried out by management to identify any competency needs.
An annual review of employees performance is conducted per appropriate

employee group guidelines. This review includes documentation of the
assessment of their competencies and the identification of any deficiencies
in job performance on the appropriate appraisal form.
The overall rating from the appraisal is recorded in the Advantage HR

automated system and the hardcopy of the appraisal form is placed in the
employees personnel file.
Provide actions to
fulfill needs
Evaluate
effectiveness of
the actions taken
Advise employees
of importance of
their work relative
to achievement of
quality objectives
Maintain records of
employee
competencies
08/12/13 Revised
Management monitors actions carried out by the employee to address

deficiencies.
Assessment of effectiveness of actions taken is carried out via

management observation of on-the-job performance after actions have
been taken.
Any continued deficiencies will be addressed with actions appropriate to

the nature and severity of the deficiency and in accordance with
negotiated agreements.
A formal assessment of those actions taken and their effectiveness is

completed during subsequent performance reviews.
New Employees
New employees are advised of the importance of quality as a part of their

New Employees Orientation Training. This training includes specific
reference to the importance of their individual job assignment in helping
the school system meet Blueprint 2.0 performance goals.
Current Employees
All employees are reminded annually and on an on-going basis of the

importance of quality and the role their efforts play in meeting established
Blueprint 2.0 quality objectives/performance goals.
Documentation relating to regular employee and direct hire contract

worker competency activities (education, training, skills, and/or
experience) is on file in the Department of Human Resources.
Participation in training relating to the QMS and/or its processes is
documented on participant records maintained within departments
providing the training.
Page 25 of 42

6.3
Infrastructure
BCPS determines, provides, and maintains the infrastructure needed to achieve
conformity to product/service requirements. This is done through the annual
BCPS budget planning process. The infrastructure includes, as applicable:
a) buildings, workspace, and associated utilities,
b) process equipment (both hardware and software), and
c) services to ensure the effective functioning of the school system and the
attainment of Blueprint 2.0 performance goals including, but not limited to, those
provided by the following departments/offices and their processes within the
current scope of the QMS. These departments/offices are:
Fiscal Services (Purchasing) - The Office of Purchasing seeks to obtain the

most cost-effective quality goods and services for the students and taxpayers
by administering centralized purchasing activities of the school system,
issuing bids and quotes for supplies, materials, equipment, contracted
services, food/cafeteria equipment, vehicles, fuel oil and gasoline, and
administering contracts, agreements and leases. It is responsible for the
Procurement of Goods and Services Process.
Human Resources - The Department of Human Resources provides human

resource related services to applicants, permanent employees, and
temporary employees to support the goals, indicators, and strategies of
Blueprint 2.0. It is responsible for the following processes: Instructional
Employee Recruitment, Instructional Employee Hiring, Support Employee
Recruitment, Support Employee Hiring, Temporary and Substitute Hiring,
School-based Position Allocation, School-based Employee Appraisal, and
School-based Employee Discipline.
Technology - The Department of Technology provides information

technology tools that assist and enhance the students' education experience,
enables communication internally within the system and externally to parents
and members of the community, and allows the various offices within the
system to function in an efficient and cost effective manner. It is responsible
for the following processes: Technology Development, Technology
Implementation, and Technology Support.
Quality Management System Office - The Quality Management System

Office is responsible for the management of the QMS as it relates to the
requirements of ISO 9001, including the following processes: Document
08/12/13 Revised
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Control, Record Control, Control of Nonconforming Products, Corrective
Action, Preventive Action, QMS Audit, and Management Review.
6.4
Work Environment
BCPS determines and manages the work environment needed to achieve
conformity to service requirements. This is accomplished through QMS planning,
management reviews, and maintenance and operations. Management also
ensures the work environment has a positive influence on motivation,
satisfaction, and performance of employees to enhance the performance of the
school system.
08/12/13 Revised
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SECTION 7: PRODUCT/SERVICE REALIZATION

7.1
Planning of Product /Service Realization

BCPS plans and develops the processes needed to provide services to principals
within the scope of the QMS. Planning of service realization is consistent with the
other processes of the QMS. In planning service realization, the school system
determines the following, as appropriate:
a) the quality objectives and requirements for the product/service,
b) the need to establish processes and documents, and to provide resources
specific to the product/service,
c) the required verification, validation, monitoring, inspection, and test activities
specific to the service and the criteria for service acceptance, and
d) the records needed to provide evidence that the realization processes and the
resulting service fulfills requirements.
The output of this planning has resulted in a quality management system that
consists of a series of product/service delivery processes (see Section 4.1) that
include the core methodologies used to ensure that products/services produced
and delivered meet customer requirements.
The methodologies used to address the above requirements are detailed below:
Elements
Quality Objectives and
requirements for the
product/service
Quality plans and

methodologies to control the
development of the
product/service
Resources specific to the

product/service
Verification, validation, &
inspection activities
Establishment of quality records
08/12/13 Revised
Planning Methodology
Quality objectives for school system services appear in
the Blueprint 2.0 strategic plan. Each process document
includes reference to specific goals and performance
indicators for the services which the processes support.
Stakeholders and customers provide input regarding
requirements for products/services.
Processes used to provide services are documented. That
documentation specifies responsibilities related to the
process, process objectives, the sequence of activities in
process execution including required controls, monitoring
and measurement methodologies, and provisions for
document and record control.
Provisions for resources to provide the service are made
through the annual budget process.
Services requiring design such as technology
development have these activities built into the process.
Each documented process identifies the records that will
be kept to provide evidence of process execution.
Page 28 of 42

7.2
Customer-Related Processes
7.2.1 Determination of Requirements Related to the Product
The school system determines:
a) requirements specified by the Board of Education, principals, and other
internal customers,
b) requirements not stated by the customer, but necessary for specified or
intended use,
c) state and federal requirements related to the product/service, such as
student learning i.e. No Child Left Behind (NCLB), and
d) any additional requirements determined by the school system.
7.2.2 Review of Requirements Related to the Product
Each documented core business process has built-in provisions for
reviewing the requirements related to the product/service resulting from
the execution of each process.
7.2.3 Customer Communication
BCPS Central Offices regularly determine and implement effective
arrangements for communicating with customers in relation to
requirements, changes, and customer feedback including customer
complaints. These arrangements include annual reports and monitoring
reports of school system goals and objectives. Central Offices regularly
communicate with internal and external customers through the following
mechanisms:
Communication and focus groups
Electronic media i.e. Web site, The Education Channel
Board of Education meetings
Stakeholder input meetings
08/12/13 Revised
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7.3
Design and Development

7.3.1 Design and Development Planning
BCPS plans and controls the design and development of technology
solutions. Design and development planning requirements are addressed
in the Technology Development Process document. During design and
development planning, departments having process responsibility
determine:
a) the design and development stages,
b) the review, verification, and validation that are appropriate to each
design and development stage, and
c) the responsibilities and authorities for design and development.
Those departments manage the interfaces between different groups
involved in design and development to ensure effective communication
and clear assignment of responsibility.
Planning output is updated, as appropriate, as the design and
development progresses.
7.3.2 Design and Development Inputs
Inputs relating to technology solution development requirements are
determined and records are maintained. Inputs include:
a) functional and performance requirements,
b) applicable statutory and regulatory requirements,
c) where applicable, results derived from results of previous
similar technology solutions, and
d) other requirements essential for design and development.
These inputs are reviewed for adequacy. Requirements are complete,
unambiguous, and not in conflict with each other.
08/12/13 Revised
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7.3.3 Design and Development Outputs
The outputs of design and development of technology are provided in a
form that enables verification against the design and development input
and are approved prior to release. Design and development outputs:
a) meet the input requirements for design and development,
b) provide appropriate information for purchasing, production, and service
provision,
c) contain or reference acceptance criteria, and
d) specify the characteristics of the technology solution that are essential
for its effective implementation.
7.3.4 Design and Development Review
At suitable stages within the Technology Development Process,
systemic reviews of design and development are performed in accordance
with planned arrangements to:
a) evaluate the ability of the results of design and development to meet
requirements, and
b) identify any problems and propose necessary actions.
Participants in such reviews include representatives of functions
concerned with the design and development stage(s) being reviewed.
Records of the results of the reviews and any necessary actions are
maintained.
7.3.5 Design and Development Verification
Verification is performed to ensure that the design and development
outputs have satisfied the design and development input requirements.
Records of the results of the verification and any necessary actions are
maintained.
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7.3.6 Design and Development Validation
Design and development validation is performed in accordance with
planned arrangements to ensure that the resulting technology solution is
capable of fulfilling the requirements for the specified or known intended
use or application. When practical, validation is completed prior to the
delivery or implementation of the technology solution. Records of the
results of validation and any necessary actions are maintained.
7.3.7 Control of Design and Development Changes
Design and development changes are identified and records are
maintained. Changes are reviewed, verified and validated, as appropriate,
and approved before implementation. The review of design and
development changes includes evaluation of the effect of the changes on
the technology solution being used. Records of the results of the review of
changes and any necessary actions are maintained.
7.4
Purchasing
7.4.1 Purchasing Process
BCPS has established a documented procedure, the Procurement of
Goods and Services Process to ensure that purchased products and
services conform to specified purchase requirements to assure the
desired outcome. BCPS evaluates and selects vendors based on their
ability to supply product in accordance with BCPS requirements and Office
of Purchasing and end-user recommendation. Provisions for selection,
evaluation, and re-evaluation are embedded within the Procurement of
Goods and Services Process. Records of the results of evaluations and
necessary actions arising from the evaluation are maintained per the
process documentation.
7.4.2 Purchasing Information
Purchasing information shall describe the product to be purchased
including, where appropriate:
a) requirements for approval of product, procedures, processes, and
equipment,
b) requirements for qualification of personnel, and,
c) Quality Management System requirements.
08/12/13 Revised
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The organization shall ensure the adequacy of specific purchase
requirements prior to their communication to the supplier.
7.4.3 Verification of Purchased Product
BCPS has established and implemented the inspection or other activities
necessary for ensuring that purchased products or services meets school
system requirements. In most cases, the end-user department is
responsible for the inspection prior to acceptance of material. Where
BCPS or its customer intends to perform verification at the vendors
premises, BCPS states the intended verification arrangements and
method of product release in the purchase order. Purchased items are
verified upon receipt for condition, completeness, identification, and
general compliance with procurement document requirements, including
availability of required documentation.
7.5
Production and Service Provision

7.5.1 Control of Production and Service Provision
To provide acceptable services to its customers, central office
divisions/departments have developed documented procedures to control
operations. These procedures (see Level 2 Process Documents) are
referenced in this Quality Management System Manual.
The BCPS Central Office plans and carries out those processes under
controlled conditions that include, as applicable, the:
a) availability of information that describes the characteristics of the
product,
b) availability of work instructions, as necessary,
c) use of suitable equipment (where applicable),
d) availability and use of monitoring and measuring equipment,
e) implementation of monitoring and measurement, and
f) implementation of product release, delivery, and post-delivery activities.
08/12/13 Revised
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7.5.2 Validation of Processes for Production and Service Provision
BCPS validates processes through monitoring and measurement and
QMS internal auditing to ensure compliance. Validation demonstrates the
ability of these processes to achieve the planned results. The execution of
each process results in products/services which can be verified by
subsequent measuring or monitoring. In the case of processes that
include design and development, such as technology, steps are also
embedded in the processes to ensure suitability prior to release.
BCPS arrangements for these processes include the following, as
applicable:
a) defined criteria for review and approval of the processes,
b) approval of equipment and qualification of personnel,
c) use of specific methods and procedures,
d) requirements for quality records (per procedures and instructions), and
e) revalidation.
7.5.3 Identification and Traceability
Where appropriate, BCPS identifies any product resulting from the
execution of a process by suitable means to ensure recognition for
delivery and use and the fulfillment of monitoring and measurement
requirements.
7.5.4 Customer Property
Customer property may include, but is not limited to, personal information
received from potential employees, employees, and students such as
names, social security numbers, addresses, phone numbers, or other
data. The school system exercises care with this information while it is
under the school systems control or being used by the school system.
The school system identifies, verifies, protects, and safeguards this
information and adheres to the Family Educational Rights and Privacy Act
(FERPA) laws and requirements. The school systems technology
department provides a secure network to assist in safeguarding this
information.
08/12/13 Revised
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7.5.5 Preservation of Product
New/revised technology will be identified by title and date to assist in
identification, delivery, and monitoring and measurement methodologies.
7.6
Control of Monitoring and Measuring Equipment

The control of monitoring and measurement equipment has been excluded from
the quality management system because these activities do not take place in
providing and controlling the central office products or services to principals in
the areas of purchasing, technology, and human resources. The methods used
in the monitoring and measurement of these processes are described within
each level 2 process document and do not include measuring devices that
require the special controls subject to this standard. This exclusion does not
affect the BCPS ability or responsibility to provide products and services that
meet customer and applicable regulatory requirements. The management
representatives shall be responsible for reviewing the central office products and
services to consider the inclusion of such procedures if necessary.
08/12/13 Revised
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SECTION 8: MEASUREMENT, ANALYSIS, AND IMPROVEMENT

8.1
General
BCPS plans and implements the monitoring, measurement, analysis, and
improvement processes needed to:
a) demonstrate conformity product/service requirements,
b) ensure conformity of the QMS, and
c) continually improve the effectiveness of the QMS.
8.2
Monitoring and Measurement

8.2.1 Customer Satisfaction
BCPS monitors information relating to customers perception as to
whether the organization has met customer requirements. Principals meet
on a monthly basis with area superintendents and are represented at
various other management meetings. Principals satisfaction with central
office services will continue to be monitored through administration of an
annual Customer Feedback Survey for Principals as well as by individual
departments in the execution of their processes. BCPS also administers a
Stakeholder Satisfaction Survey and obtains input through other sources
such as Board meetings, advisory groups, and committee participation.
8.2.2 Internal Audit
BCPS conducts QMS audits at planned intervals to determine whether the
quality management system:
a) conforms to the planned arrangements, to the requirements of ISO
9001Standard, and to the QMS requirements established by BCPS, and
b) is effectively implemented and maintained.
The audit activity is planned, taking into consideration the status and
importance of the processes and areas to be audited, as well as the
results of previous audits. The audit criteria, scope, and methods are
defined. Selection of auditors and conduct of audits ensure objectivity and
impartiality of the audit process. Auditors will not audit their own work.
08/12/13 Revised
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The responsibilities and requirements for planning and conducting audits,

and for reporting and maintaining records, are defined in the Level 2 QMS
Audit Process document.
The department head responsible for the area being audited ensures that
actions are taken without undue delay to eliminate detected
nonconformities and their causes.
8.2.3 Monitoring and Measurement of Processes
BCPS applies suitable methods for monitoring and, where applicable,
measuring QMS processes. These methods demonstrate the ability of the
processes to achieve planned results. When planned results are not
achieved, appropriate action is taken to ensure conformity of the process.
The methods used in the monitoring and measurement of processes are
described within each Level 2 process document.
8.2.4 Monitoring and Measurement of Product
BCPS monitors and measures products/services to verify that
product/service requirements have been met. This is carried out at
appropriate stages of the product/service realization processes in
accordance with documented procedures. Monitoring of products/services
is identified in applicable procedures and records maintained by
appropriate departments.
Annually, each department within scope of the QMS reports to the
Management Review Team regarding its services and provides
recommendations for improvement, as appropriate.
Evidence of conformity with the acceptance criteria is maintained.
Records indicate the person(s) authorizing release of the product/service.
Product release and service delivery does not proceed until the planned
arrangements have been satisfactorily completed, unless otherwise
approved by a relevant authority and, where applicable, by the customer.
08/12/13 Revised
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8.3
Control of Nonconforming Product

BCPS ensures that product which does not conform to product requirements is
identified and controlled to prevent its unintended use or delivery. The Level 2:
Control of Nonconforming Product document defines the controls and related
responsibilities and authorities for dealing with nonconforming product.
Where applicable, BCPS manages nonconformities by:
a) taking action to eliminate the detected nonconformity,
b) authorizing its use, release or acceptance under concession by a relevant
authority,
c) taking action to preclude its original intended use or application, and
d) taking action appropriate to the effects, or potential effects, of the
nonconformity when a nonconforming product/service is detected after delivery
or use has started.
8.4
Analysis of Data
BCPS determines, collects and analyzes appropriate data to demonstrate the
suitability and effectiveness of the QMS and to evaluate where continual
improvement of the QMS can be made.
The analysis of data provides information relating to, but not limited to:
a) customer satisfaction,
b) conformity to product requirements,
c) characteristics and trends of processes and products, including opportunities
for preventive action, and
d) vendors.
The results of analysis are reported per the Management Review Process to
determine:
trends,
customer satisfaction,
effectiveness and efficiency of the processes,
benchmarking,
progress in meeting the school systems quality objectives, and
08/12/13 Revised
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8.5
areas needing improvement.
Improvement
BCPS continually improves the efficiency and effectiveness of the Quality
Management System through the use of the quality policy, district objectives,
audit results, analysis of data, corrective and preventive actions, and
management review.
8.5.1
Continual Improvement
The effectiveness of the QMS is continually improved through specific
processes and activities built into the system. The role of these quality
improvement vehicles is described below.
Quality Policy - The quality policy was established to reflect the priorities
of our customers and stakeholders. Additionally, it includes a commitment
to strive for continuous improvement in both the quality of services
provided and in the processes utilized to provide them.
Quality Objectives - Specific, measurable objectives have been
established for each documented process within the quality management
system. These objectives align with the key performance goals that are
established to assess our overall performance. The objectives also
provide a framework for measuring the effectiveness of our processes, as
well as establishing a baseline for implementing and measuring
improvement actions.
Audit Results The QMS Coordinator reports on the status of audit
results at MRT meetings. Summary audit reports include, as appropriate,
recommendations for process or system improvements, including any
corrective and preventive actions resulting from reported audit nonconformities.
Analysis of Data - Process owners identify relevant data that is collected
and analyzed to demonstrate the suitability and effectiveness of the quality
management system and to evaluate where continual improvement of the
effectiveness of the quality management system can be made.
Corrective and Preventive Actions - These processes identify corrective
or preventive actions needed to correct the cause or potential cause of
any non-conformity that occurs or could occur within the quality
management system. Such actions are always viewed as an opportunity
to improve the quality system.
08/12/13 Revised
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Management Review - The MRT meetings provide an opportunity to
review the results of all of the above activities, assess the overall
effectiveness of the system, and identify additional improvement initiatives
that may be needed.
The interactions of the processes and activities are depicted in the
following flowchart.
Quality Policy &

Quality Objectives
Core
Business
Processes
Stakeholder
Input
Internal
Audit
Process
Control of
Nonconforming
Products/Services
Document and
Record
Control
Processes
Monitoring
Measurement
& Analysis of
Data
Corrective &
Preventive
Action
Processes
Management
Review
Process
Process Improvement
8.5.2 Corrective Action

Baltimore County Public Schools takes action to eliminate the cause of
nonconformities in order to prevent recurrence. Corrective actions are
appropriate to the effects of the nonconformities encountered. The Level
2: Corrective Action Process document provides methodologies to
address the requirements for:
a) reviewing nonconformities (including customer complaints),
08/12/13 Revised
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b) determining the causes of nonconformities,
c) evaluating the need for action to ensure that nonconformities do
not recur,
d) determining and implementing action needed,
e) maintaining records of results of actions taken, and
f) reviewing the effectiveness of corrective actions taken.
Examples of information used by BCPS in identifying the need for possible
corrective action are: stakeholder concerns/complaints, internal and
external audit reports, outputs from management review, outputs from
data analysis, relevant QMS records, process measurements, and
customer feedback surveys.
8.5.3 Preventive Action
BCPS determines actions to eliminate the causes of potential
nonconformities in order to prevent their occurrence. Preventive actions
are appropriate to the effects of the potential problems. The Level 2:
Preventive Action Process document provides methodologies to address
the requirements for:
a) determining potential nonconformities and their causes,
b) evaluating the need for action to prevent occurrence of nonconformities,
c) determining and implementing action needed,
d) maintaining records of results of action taken, and
e) reviewing the effectiveness of preventive actions taken.
08/12/13 Revised
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SECTION A: MANUAL REVISION HISTORY TABLE

Date
06/16/2009
12/22/2009
5/04/10
2/15/2011
01/14/2013
5/13/2013
8/12/2013
08/12/13 Revised
Description of Revision
Initial Release
Delete reference to former position of Chief Academic Officer on ELT in Section 5.5.1;
Show new departments in Division of Curriculum and Instruction in Section 6.3 consistent
with approved reorganization.
Exclude the application of Clause 7.6 in Sections 1.2 and 7.6.
Update school system data in Introduction Section; show new position titles for ELT
members in Section 5.5.1; remove requirement for reporting on MRT meeting minutes to
Executive Leadership Team after each meeting.
Update school system data and identify new focus areas in introduction section; delete
Curriculum and Instruction central office processes from the scope of the QMS in Section
1.1 and all other related references in the manual to these processes; delete all
references to the Executive Leadership Team; identify the Superintendents Cabinet in
Section 5.5.1 as the top management personnel who direct and control the school system
at the highest level; add direct hire contract worker competency and records requirements
to the table in Section 6.2.2.
Revise Section 7.4.2 to be consistent with the ISO 9001:2008 standards.
Update school system data; remove references to the Blueprint for Progress, Master
Plan, and Report on Results; clarify MRT meeting requirements; revise Superintendents
cabinet membership; include references to Blueprint 2.0 strategic plan where appropriate.
Page 42 of 42

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QUALITY MANAGEMENT SYSTEM MANUAL

Manual Approved By:

QUALITY MANAGEMENT SYSTEM MANUAL

TERMS AND DEFINITIONS

QUALITY MANAGEMENT SYSTEM

4.1 General Requirements

4.2 Documentation Requirements

5.1 Management Commitment

5.2 Customer Focus

5.3 Quality Policy

5.5 Responsibility, Authority, and Communication

5.6 Management Review

6.1 Provision of Resources

6.2 Human Resources

6.4 Work Environment

QUALITY MANAGEMENT SYSTEM MANUAL

7.1 Planning of Product/Service Realization

7.2 Customer-Related Processes

7.3 Design and Development

7.5 Production and Service Provision

7.6 Control of Monitoring and Measuring Equipment

MEASUREMENT, ANALYSIS, AND IMPROVEMENT

8.2 Monitoring and Measurement

8.3 Control of Non-Conforming Product

8.4 Analysis of Data

Manual Revision History Table

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

Fiscal Services (Purchasing)

Clause 7.6 Control of Monitoring and Measuring Equipment

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 2: NORMATIVE REFERENCE

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 3: TERMS AND DEFINITIONS

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 4: QUALITY MANAGEMENT SYSTEM

Support & Improvement Processes

School-based Instructional Employee Recruitment

b) determining the sequence and interaction of these processes. This

QUALITY MANAGEMENT SYSTEM MANUAL

QUALITY MANAGEMENT SYSTEM MANUAL

What will be done

Key quality actions/processes

What was done

QUALITY MANAGEMENT SYSTEM MANUAL

Measurement, Analysis, &

Quality Management System

Quality Policy & Objectives

Fiscal Services: Purchasing

Level 2 process documents referenced in this manual and listed in Section

QUALITY MANAGEMENT SYSTEM MANUAL

d) ensure that relevant versions of applicable documents are available at

QUALITY MANAGEMENT SYSTEM MANUAL

SECTION 5: MANAGEMENT RESPONSIBILITY

Customer Focus Management strives to understand current and future

Leadership Management develops an annual strategic action plan, entitled

Involvement of People The organization values people and maintains an

QUALITY MANAGEMENT SYSTEM MANUAL

Process Approach Management defines critical processes designed to