ARCHIVED - Appendix C: Management Response and Action Plan

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Project Title: Audit of the Quality Management System (QMS)

The QMS program under audit has been designed and implemented by Operations Branch to be able to measure the performance of inspection activities related to the effectiveness and consistency of program delivery at the inspection level. This program is used to demonstrate to the VP, Operations where an opportunity for improvement has to be taken into consideration in order to minimize the risk associated with performance. The VP Operations is responsible to take action according to the QMS recommendations and to submit performance reports to the appropriate CFIA branches for commitment in order to resolve identified issues which are under their responsibility. Positive steps were taken during the 2011/2012 planning cycle to address many of the issues identified in the Audit of the Quality Management System Report (i.e. follow through program design QLIs).

This QMS MRAP has been prepared with an Operations Branch QMS perspective and outlines the action plans that Operations Branch will put in place to enhance the QMS program. The QMS will be re-engineered as part of Operations overall Quality Management Strategy which will utilize a suite of performance measurement tools (eg. QMS, Inspection Verification Teams, etc.). This will aim to provide the VP OPS with assurance that inspection activities have been carried out with rigour, courage, and in accordance with program design. The Operations Quality Management Strategy is linked to the Agency's Transformation Agenda and its timeframes.

In the meantime OPS is implementing some short term QMS enhancements as stated below.

Audit Recommendation 1:
The Vice-President of the Operations Branch should ensure that the framework governing the Operations Branch's QMS program be reviewed and assessed to confirm it meets operational requirements, as well as outside stakeholder expectations, and make the necessary adjustments so the QMS can effectively measure system performance.

Management Response:
Operation Branch is committed to enhance the QMS program as a means of measuring and monitoring the overall effectiveness and consistency of inspection program delivery and providing benefit of governance oversight activities to ensure a coordinated effort at all levels in the organization.
The QMS enhancement plan was designed in collaboration with program design and delivery experts to be broad and inclusive, ensuring that all possible performance measures and performance indicators are considered to establish robust quality operational requirements including stakeholder expectations.

Proposed Management Actions Responsible Official Completion Date

Operation Branch supports the implementation of a positive culture from the top down; a coherent and exhaustive set of policies and procedures; and the ability to analyze data and report on performance. The following steps will contribute to the establishment of a robust QMS framework in a consistent manner across Operations Branch by:

1. Modernizing the QMS manual and procedures to be more concise, efficient, and easy to read to improve consistency and objectivity in QMS delivery and to strengthen data analysis and reporting

Senior Director,
Business Management Planning Office (BMPO)
March 2014

Operation Branch supports the implementation of a positive culture from the top down; a coherent and exhaustive set of policies and procedures; and the ability to analyze data and report on performance. The following steps will contribute to the establishment of a robust QMS framework in a consistent manner across Operations Branch by:

2. Enhancing training and coaching/mentoring modules based on roles and responsibilities to support consistency and neutrality while delivering responsibilities.

Senior Director,
Business Management Planning Office (BMPO)
March 2014

Audit Recommendation 2:
The Vice-President of the Operations Branch should ensure that the QMS program is afforded appropriate governance and oversight to demonstrate the Agency's commitment to quality and to ensure engagement and collaboration amongst Branches for planning QMS activities and resolving issues.

Management Response:
Operations Branch agrees that stronger QMS governance and oversight will enable a connected and integrated approach between all levels of operational senior management responsible for the program design and delivery. It will ensure stronger communication, transparency and knowledge dissemination. The enhanced QMS will systematically verify program delivery to determine if they are adequately, effectively and consistently implemented. Data analysis and performance reporting will be supported by operational experts, with a consistency frequency, for Operations senior management to ensure appropriate commitment on recommended action to resolved issues. The QMS team will coordinate the follow up to ensure transparency and communication.

Proposed Management Actions Responsible Official Completion Date

Operations Branch believes that this governance will contribute to shape the kinds of attitude, habits and behaviours that are characteristic of a quality and safety culture by:

1. Establishing a network of area and national experts to strengthen linkages within the Operations Branch and with other Branches as applicable, to facilitate a collaborative, objective and integrated approach leading to improved oversight of program design and delivery.

Senior Director, BMPO

Initiation:
March 2014

Full Implementation:
March 2015

Operations Branch believes that this governance will contribute to shape the kinds of attitude, habits and behaviours that are characteristic of a quality and safety culture by:

2. Integrating QMS planning process into the Agency's Business Planning Cycle to establish priorities and allocate resources based on risk.

Senior Director, BMPO March 2014

Operations Branch believes that this governance will contribute to shape the kinds of attitude, habits and behaviours that are characteristic of a quality and safety culture by:

3. Communicating identified issues to appropriate CFIA Branches for commitment on resolution.

Senior Director, BMPO March 2015

Audit Recommendation 3:
The Vice-President of the Operations Branch should implement efficient and sustainable analysis and performance reporting processes to ensure accurate QLI identification and effective corrective action planning and resolution.

Management Response:
Operations Branch agrees that a strong, credible, effective and sustainable internal verification function contributing to the improvement of program design and delivery, is based on a robust data analysis and reporting process.

Proposed Management Actions Responsible Official Completion Date

Establishment of an expert network will enable and support the successful implementation of the following key elements of the QMS enhancement plan:

1. Implementing systematic data analysis to identify the issues in a sustainable and accurate manner

Senior Director, BMPO

Initiation:
March 2015

Full Implementation:
March 2016

Establishment of an expert network will enable and support the successful implementation of the following key elements of the QMS enhancement plan:

2. Implementing a periodic performance reporting processes and tracking to ensure continuous improvement and reduce recurrences of issues

Senior Director, BMPO

Initiation:
March 2015

Full Implementation:
March 2016

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