Risk-based approach in the quality management system of social service organization

Vol. 34 Iss. 2 pp. 92–100 | St. Petersburg State Institute of Psychology and Social Work | ISSN: 1993-8101
2020 • Issue 2 • Volume 34Research in social work

PDF Download

Abstract

The paper analyses the application of a quality management system on the basis of International standards ISO and shows the necessity of using a risk-based approach in building the quality management system. The analysis and classification of risks for social service organizations are presented. Methods of risk calculation are defined, the risk assessment procedure in the organization of social services is considered. Recommendations for implementing risk-based thinking in the quality management system and the use of simple quality tools are given. The basis for developing a model of risk-based approach in the organization of social services is the method of analysis of types and consequences (FMEA).Organizational issues of risk management related to identifying and assessing risks and taking measures to reduce the negative impact of risks are described. The main documentation of the organization’s risk management is presented: the organization’s risk register, the key risk map, the risk passport, the process risk management map, and the procedure for identifying incidents. The advantages of using a risk-based approach to improve the quality of management of social services organization are presented.

Keywords

quality management system, risk-based approach, risk, opportunities. risk sources, risk management, risk assessment technologies, structure of the risk assessment process, ways to risk responding

Citation

Citation — Harvard Notation

References

  1. GOST P ISO 9000 - 2015. Natsionalnyy standart Rossiyskoy Federatsii. “Sistemy menedzhmenta kachestva. Osnovnyye polozheniya i slovar.(utv. Prikazom Federalnogo agenstva po tekhnicheskomu regulirovaniyu i metrologii ot 28.09.2015 № 1390-st) [National standard of Russian Federation. “Quality management system. Basic provisions and vocabulary”(approved by the Order of the Federal Agency for technical regulation and metrology dated 28.09.2015 №1390-st)]. (In Russian). Available at: http://docs.cntd.ru/document/1200124393 (accessed 07.05.2020).
  2. GOST Р ISO 9001-2015. Natsionalnyy standart Rossiyskoy Federatsii. “Sistemy menedzhmenta kachestva. Trebovaniya”.(utv. Prikazom Federalnogo agenstva po tekhnicheskomu regulirovaniyu i metrologii ot 28.09.2015 № 1391-st) [National standard of Russian Federation. “Quality management system. Demands”(approved by the Order of the Federal Agency for technical regulation and metrology dated 28.09.2015 №1391-st)]. (In Russian). Available at: http:// consultant.ru/document/cons_doc_LAW_194941 (accessed 07.05.2020).
  3. GOST Р 51897-2011. Natsionalnyy standart Rossiyskoy Federatsii. “Menedzhment riska. Terminy i opredeleniya” (utv. Prikazom Federalnogo agenstva po tekhnicheskomu regulirovaniyu i metrologii ot 16.11.2011 №548-st). [National standard of Russian Federation. “Management of risk. Terms and definitions” (approved by the Order of the Federal Agency for technical regulation and metrology dated 16.11.2011 №1391-st)]. (In Russian). Available at: http://docs.cntd.ru/document/gost-r-51897-2011 (accessed 07.05.2020).
  4. GOST Р 58771-2019. Natsionalnyy standart Rossiyskoy Federatsii. “Menedzhment riska. Tekhnologii otsenki riska” (utv. Prikazom Federalnogo agenstva po tekhnicheskomu regulirovaniyu i metrologii ot 17.12.2019 №1405-st). [National standard of Russian Federation. “Management of risk. Risk assessment technologies” (approved by the Order of the Federal Agency for technical regulation and metrology dated 17.12.2019 №1405-st)]. (In Russian). Available at: http://docs.cntd.ru/document/1200170253 (accessed 08.05.2020).
  5. GOST P ISO 31000-2019. Natsionalnyy standart Rossiyskoy Federatsii. “Menedzhment riska. Printsipy I rukovodstvo” (utv. Prikazom Federalnogo agenstva po tekhnicheskomu regulirovaniyu i metrologii ot 10.12.2019 №1379-st). [National standard of Russian Federation. “Management of risk. Principles and guidelines”. (approved by the Order of the Federal Agency for technical regulation and metrology dated 10.12.2019 №1379-st)]. (In Russian). Available at: http://docs.cntd.ru/document/1200170125 (accessed 08.05.2020).
  6. Abashin N.V. Opisaniye realizatsii kontseptsii risk-oriyentirovannogo myshleniya i trebovaniya “deystviya v otnoshenii riskov i vozmozhnostey” v sisteme menedzhmenta kachestva vuza [Description of the implementation of the concept of risk-based thinking and requirements for action in relation to risks and opportunities in the quality management of a higher educational institution]. Ekonomika kachestva – Economics of quality, 2016, 4(16). (In Russian). Available at: http://eq-journal.ru/pdf/16 (accessed 01.05.2020).
  7. Grodzenskiy S.Ya., Grodzenskiy Ya.S. Tsikl PDCA i sem instrumentov kachestva [Cycle of PDCA and seven quality tools]. Metody menedzhmenta kachestva – Methods of quality management, 2013 (11), pp. 20-24 (in Russian).
  8. Spiridonova A.A., Khomutova Ye.G. Risk-oriyentirovannyy podkhod v sisteme menedzhmenta kachestva promyshlennogo predpriyatiya: problema vybora metodov upravleniya riskami [Risk-based approach in the quality management system of an industrial enterprize: the problem of choosing risk management methods]. Organizator proizvodstva – Production organizer, 2017, 25(2), pp.92-100 (in Russian).
  9. Bespalova M.E., Yushkova Ye.S. Upravleniye riskami v sistemakh menedzhmenta kachestva organizatsiy sotsialnogo obsluzhivaniya: prakticheskoye posobiye [Risk management in the quality management systems of social service organizations: practical guide]. Surgut: Khanty-Mansi Autonomous Region – Yugra Budget Institution “Methodical center of social service development” Publ., 2017. 60 p. (In Russian). Available at: http://methodcentr.ru (accessed 29.04.2020 ).