Quality management QUMG

Defining and operating a management framework of processes and working practices to deliver the organisation's quality objectives.

Revision notes

Updates for SFIA 9

Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions), Making SFIA easier to consume (new levels).
New level 2 added to support entry-level roles.
You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

Quality management involves defining and operating a management framework of processes and working practices to deliver the organisation's quality objectives.

Activities may include, but are not limited to:

establishing a quality management system and promoting a quality culture
developing and maintaining quality standards and procedures
applying techniques for the monitoring and improving the quality of any aspect of a function, processes, products, services or data
providing advice on the application of appropriate quality management techniques
achieving and maintaining compliance with national and international standards and to internal policies
developing and implementing quality metrics and key performance indicators (KPIs)
facilitating continuous improvement initiatives
integrating quality management practices with other management systems (e.g., environmental, health and safety).

Internal or external standards are typically related to areas such as, but not limited to: quality, service, sustainability and security.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others who are performing higher level tasks and activities

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Quality management: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Assists with quality management tasks under routine supervision.

Supports the development, maintenance and distribution of quality standards.

Helps document and track updates to quality management processes and standards.

Quality management: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Uses appropriate methods and a systematic approach to developing, maintaining, controlling and distributing quality and environmental standards.

Makes technical changes to and controls the updates and distribution of quality standards.

Distributes new and revised standards.

Quality management: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Assists in the development of new or improved practices and organisational processes or standards.

Assists projects, functions or teams in planning the quality management for their area of responsibility.

Facilitates localised improvements to the quality system or services.

Quality management: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Ensures projects, teams and functions have appropriate practices in place and are meeting required organisational quality levels.

Advises on the application of appropriate quality management techniques and standards.

Determines areas where existing processes should change after analysing audit findings. Facilitates improvements to processes by changing approaches and working practices, typically using recognised models.

Takes responsibility for controlling updating and distributing organisational standards.

Quality management: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Achieves and maintains compliance against national and international standards, as appropriate.

Prioritises areas for quality improvement by considering strategy, business objectives and results from internal and external audits. Initiates the application of appropriate quality management techniques in these areas.

Initiates improvements to processes by changing approaches and working practices, typically using recognised models.

Identifies and plans systematic corrective action to reduce errors and improve the quality of the systems and services.

Quality management: Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

Determines the quality strategy and secures commitment from executive leadership.

Develops policies for approval and adoption by organisational management. Ensures adequate technology, procedures and resources are in place to support the quality system.

Plans and monitors the performance of the quality management system and the internal quality audit schedule.

Determines the extent to which quality policies and quality systems meet organisational needs and reviews as necessary.

New level Guidance notes