Keeping a cool head
 The
Training and Development department of Devon and Somerset Fire and
Rescue Service, which serves 1.6 million residents, has been awarded
the international quality standard ISO 9001, which ensures the commitment
to quality, customers, and a willingness to work towards improving
efficiency for the Service, particularly in relation to the provision
of training to staff and the generation of income through the activities
of the Service Training Centre.
Working from 2 sites, the training department
provides training for operational staff from the Devon & Somerset
Fire Service, staff from other Fire Services, and commercial customers.
This can range from office based "soft" skills, to first aid and
use of specialist breathing apparatus, as well as operational techniques
for use in 'hot fire' and other emergency situations.
They decided to go for ISO9001 to demonstrate
to both internal and external customers that they had systems and
processes in place. "We were particularly pleased to find that
IMSM recognised that our existing systems were running well, and
were able to incorporate those in the whole procedure. We choose
IMSM because they represented great value for money, and supported
us all the way" noted Nick Manning, Director of Training and
Development.
Benefits of the award include the contribution
towards achieving the expectations of the National Learning and
Development Strategy and will stand Devon and Somerset Fire and
Rescue Service in good stead in future external audits.
Nick continued, "The award demonstrates the
existence of an effective quality management system which will satisfy
the rigours of an independent external audit as well as internal
reviews".
Implementing a Quality Management System has
the potential to motivate section staff by defining their key roles
and responsibilities. Cost savings can be made through improved
efficiency and productivity, as product or service deficiencies
will be highlighted and actioned. From this, improvements can be
developed, resulting in less waste, fewer inappropriate or poor
products being delivered and subsequently fewer complaints. Both
internal and external customers will notice improvements in service
provision. As well as opening up the market place to increased opportunities,
staff in DSFRS will have a consistent level of service.
www.dsfire.gov.uk
25/05/07
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