Quality and Standards - South Wales Fire and Rescue Service - Case Study Example

Quality and Standards - South Wales Fire and Rescue Service Name: Course: Tutor: Date: Executive Summary In the past, the Central Government carried out inspection on Fire and Rescue Services to make sure that appropriate systems that upheld the guidance were maintained. Currently, circulars issued by the Central Government are unequivocally not essential and audit of conformity is to a large extent carried out by peer review and self-assessment. Presently, the Central Government has eased control, giving Fire and Rescue Services greater autonomy. Quality assurance systems are essential if these organisations are to offer quality services to the communities they serve. The South Wales Fire and Rescue Service has incorporated quality systems in its business operations so as to derive benefits that come along with the same. Introduction Quality standards were designed to aid organisations in maintaining high standards of customer satisfaction as well as to keep quality controls in check. Additionally, quality standards were developed to aid an organisation attain good management practices, increased profit margins, and reduced risk. Incorporating a good quality system in an organisation should be done based on the organisation’s business practices and aim to improve policies and procedures to facilitate efficient operation. Quality assurance systems can be defined as a methodical process of ascertaining whether a service or product being offered meets certain requirements. A quality assurance system not only depicts an organisation’s credibility, it also amplifies consumer confidence on the service or products being offered by that particular organisation (Doherty, 2003, p.7; Bieleman, 2000, p. 359; Inter Agency Guidelines, 2007, p. 6). The Fire and Rescue Service Act 2004 and the Fire and Rescue National Framework place an obligation on Fire and Rescue Authorities to create Integrated Risk Management Plans (IRMPs) to mitigate risks emanating from fires as well as other emergencies within each fire and rescue service’s respective jurisdiction. Incidentally, the Integrated Risk Management Plan (IRMP) outlines the targets authorities have imposed on themselves and the standards they will employ within their statutory duty to enhance continuous improvement so as to offer quality value to the local taxpayer (Greater Manchester Fire and Rescue Authority, 2007, p. 4). As of 2007, guidance on IRMPs, particularly to Wales, was developed by the Welsh government. Aim The aim of this report is to evaluate quality assurance systems applied by the South Wales Fire and Rescue Service from a broad perspective. This report will first assess validity and benefits attributing to the main quality assurance systems employed by South Wales Fire and Rescue Service prior to government changes in July 2010. The report will then critically assess the appropriateness of any existing quality assurance systems relating to the main strategic objectives set out in the present IRMP forecasts by the South Wales Fire and Rescue Service. The report will also assess validity and benefits attributing to the main quality assurance systems employed by South Wales Fire and Rescue Service subsequent to government change in July 2010. Finally and most important, this report’s aim is to design and recommend quality assurance systems that will facilitate quality enhancement within the organisation. Methodology Information used to compile this report is derived from both qualitative and quantitative sources. In-depth analysis was carried out on published sources as well as from government bodies and departments including Department for Communities and Local Government. The Fire and Rescue National Framework The framework is a strategic plan which sets out the results the government expects from Fire and Rescue Authorities and Regional Management Boards across their functions’ range. The framework is the foundation on which local solutions are built. It gives Fire and Rescue Authorities the needed flexibility to enable them to meet their local communities’ respective needs. Tangible results delivered by the Fire and Rescue Service are attributed to Integrated Risk Management Planning (Department for Communities and Local Government, 2008, p. 7). This framework outlines the government’s goals and priorities for the fire and rescue service. This they achieve by making clear questions such as: What the government’s expectations with regards to the Fire and Rescue Service are; what is expected from the Fire and Rescue Authorities, that is, what they are expected to do or not to do; and the help that will be offered by the government to aid them achieve these objectives. It is therefore clear that what the framework actually aims to achieve revolves around four key elements, that is; protection, prevention, and response; resilience; diversity and workforce, and governance and improvement (Department for Communities and Local Government, 2008, p. 7). Prevention, protection and response cover the core operations of Fire and Rescue Authorities in assessing risks an executing the necessary actions with an aim to meet and alleviate the effect of those risks. Resilience entails delivery of main resilience programmes and the measures the authorities need to take to make sure they are fully equipped to achieve the resilience agenda. Diversity and response covers the significance of mainstreaming diversity in every level of the Fire and Rescue Service, work force training, development, and health and safety. Governance and improvement encompass institutions established to prop up Fire and Rescue Authority delivery operations, the local government white paper entailing; performance assessment, local area agreements and finance (Department for Communities and Local Government, 2008, p. 7). Due to the recent change in the United Kingdom government as of July 2010, as well as the trend taken by politics, Comprehensive Area Assessments were abolished, and the local government inspections cut as of October 2010. Benefits of Quality Assurance Systems at the South Wales Fire and Rescue Service prior to Government Change South Wales Fire and Rescue Service is aware of the benefits of incorporating Quality Assurance Systems within the organisation which is the very reason why the same exists in the organisational systems. Quality Assurance Systems have been beneficial to South Wales Fire and Rescue Service in myriad ways key among them being; delivery of the corporate objectives, identifying risks associated to the business planning process, procuring quality equipment as well as providing standardised training(South Wales Fire and Rescue Service). The main causes underlying fire-fighter fatalities are usually organisational; and include issues that management can fix beforehand with the right resources, policies and procedures. Investigation reports reveal that fire fighter fatalities are more often than not attributed to failures in risk management. Inadequate risk assessments have contributed to injuries and deaths. There have also been concerns with regards to equipment, specifically communication equipment, and also with regards to the form of training that the fire fighters undergo (Fire Brigade Union, 2008, p. 4). Unpublished reports by the Operational Assessment of Service Delivery hold evidence of a series of weaknesses and failures across the fire and rescue service. They reveal that some Integrated Risk Management Plans as well as some risk assessments have been insufficient and some so poor to an extent of compromising safety. A considerable number of fire and rescue service policies and standards are poor when compared to the required standards. Further, the reports revealed that emergency response training was inadequate in several respects across a broad range of fire and rescue services (Fire Brigade Union, 2008, p 4).With adequate standards and up-to-the-minute quality assurance systems, these fatalities can not only be mitigated but the number of deaths can be reduced significantly. Prior to government change, quality assessment was used to amplify the day- to-day service operation across South Wales Fire and Rescue Service. The organisation used to monitor a variety of performance indicators both statutory and locally set. Strategic Indicators, under the Wales programme for improvement are statutory requirements set by the Wales National Assembly. Core indicators were also set by the Welsh National Assembly and were aimed at giving a fuller, more comprehensive performance picture. The organisation’s performance was reported against the statutory indicators on a quarter and annual basis to the Fire Authority members and the directors. Each directorate had an obligation to report on tasks being undertaken to attain set objectives and any remedial measure required where performance is below the expected target. This had the effect of enhancing quality provision of services by the organisation in all respects to the taxpayer. Further, community safety and fire fighter safety, which are key objectives of the organisation, were enhanced (South Wales Fire and Rescue Service). Preparation of the annual regulatory plan also had far reaching positive effects. Designation of this plan was aimed at highlighting all inspection and regulation elements programmed for the entire year ahead. The fact that the responsibility to coordinate this plan was granted to the Audit Office Relationship Manager in Wales made it possible that the plan identifies clearly all inspection and regulatory activities to be undertaken. These audits facilitated top quality performance in the organisation, based on the fact that the aim of carrying out these audits is to assess organisation performance and offer advice where more improvements are required. To ensure conformity with the recommended actions in the audit reports, the organisation’s performance management unit records all measures supposed to be executed within the audits and supervises the responsible officers and their respective departments to make sure that all measures are completed on a predetermined date (South Wales Fire and Rescue Service). South Wales Fire and Rescue Service quality assessment also plays a major role with regards to the Welsh Assembly Government’s key four key principles: (1) Citizens should always remain the centre focus of the fire rescue authorities; (2) There should be transparency and openness in all strategic decisions, and the public should be able to access the fire stations any time; (3) Service delivery by fire rescue authorities should be flexible and able to act in response even to the most vulnerable and excluded; and (4) Provision of joint services by the fire rescue authorities should have measures in place to meet priorities set by the Assembly Government in terms of procurement policies, restructuring support functions, effectively shaping services so as to meet the tax payer’s needs, and making good use of staff expertise, time and skills (Department for Communities and Local Government, 2008, p. 7; Welsh Assembly Government, 2008, p. 7). In this regard it is worth noting that quality assurance systems are present in the respective areas pointed out above more so in respect to service delivery to the vulnerable and excluded and shaping services to meet the taxpayer’s needs. Appropriateness of Quality Assurance systems that relate to the key strategic objectives set out in the current IRMP projections for South Wales Fire and Rescue Service South Wales Fire and Rescue Service’s key objectives entail: Creation of an environment where the South Wales People can learn about fire related risks and how to mitigate the same. Maintaining an efficient and effective Fire and Rescue Service which responds to distress calls instantly, is fully equipped and properly trained to promptly extinguish fires in a safe manner and more importantly to save lives. To employ skills and equipment to mitigate other emergencies, to respond to the needs of those in emergency situations, and offer humanitarian support wherever possible (South Wales Fire and Rescue Service). Quality assurance systems for South Wales Fire and Rescue service address the organisation’s key strategic objectives set out in the current Integrated Risk Management Plans. This includes the organisation’s quality system with respect to risk help in determining its areas of risk and put into operation measures to control and mitigate risks. By measuring and controlling the organisation’s service provision, it becomes easy to identify quality issues and put in place appropriate measures to boost quality standard of the services offered by the organisation. An increase in service quality will ensure continuous customer support. Quality systems also have the effect of ascertaining inherent deficiencies and implementing measures that will address the same. It is important to identify improvement opportunities on a regular basis. Quality systems are also appropriate on the organisation’s provision of services based on the fact that the services offered are measured against customer satisfaction - thus eliminating any inconsistencies impeding the organisation from attaining its objectives and reinforcing those elements that favour the organisation to realise the same Benefits of Quality Assurance Systems at South Wales Fire and Rescue Service post government change South Wales Fire and Rescue Service’s vision subsequent to the government’s change on abolition of comprehensive area assessment and local government inspection is aimed to achieve a number of points. One is to be a fire service that is proactive rather than reactive in fire prevention and other risks as well. Second is to carry out its duties in conformity with the government’s broad agenda on crime reduction and social inclusion and establish effective institutions that enhance its purpose and role. Third is to be properly managed and effective, and committed to development and adapting to dynamic situations, including the threat of terrorism. The other point is to play an important role in development of the community and work in partnership with other stakeholders to secure the well being of the community and the people within its jurisdiction (South Wales Fire and Rescue Service). Without Quality Assurance systems it is virtually impossible to attain the visions pointed out in the paragraph above. Quality assurance aims at improving and stabilizing services offered by the organisation in an effort to reduce or minimise situations that might lead to injuries or even deaths - hence South Wales Fire and Rescue Service’s vision. Based on the quality assurance systems present at South Wales Fire and Rescue Service, it is not far fetched to assert that the organisation’s credibility is amplified as consumer confidence on the services offered by the organisation is increased. Recommendations Review Delivery of the corporate objectives, identifying risks associated with the business planning process, procuring quality equipment as well as providing standardised training is imperative if customer satisfaction is to be achieved by South Wales Fire and Rescue Service. As a Fire and Rescue Service, South Wales Fire and Rescue Service is obligated to prevent fire related risks, mitigate injuries and deaths emanating from them or put up measures to avoid fatalities altogether. To achieve this end, it is essential that appropriate quality systems be put in place to strengthen mitigation measures already in place and to eliminate impediments to predetermined goals. To ensure continuous proof of quality enhancement within the organisation, it is imperative that all stakeholders be involved right from identification of the appropriate quality assurance systems through to their implementation. This will ensure that all obstacles barring the organisation from realising its objectives are addressed comprehensively as each stakeholder contributes ideas and this has the advantage of offering a variety to choose from. Delivery of corporate objectives ensures that the organisation operates within a specific framework which in effect facilitates the organisation to realise goals established by the organisation and offer quality service to the community they serve. Identifying risks associated with the business planning process saves time and resources that would otherwise be used to compensate damages or losses which are more expensive compared to mitigation expenses considering some damages are irreversible, for instance loss of lives. Quality equipment enables efficient operations - making fire fighting tasks lighter and this implies more lives are saved in emergency situations. Proper training not only gives the community safety assurance; it also gives the fire fighters the much needed confidence in execution of their duties Conclusion Human life is priceless, and as such, utmost care ought to be exercised when it comes to matters dealing with the same. Fire is a risky affair and so is fire fighting; therefore, fire fighters should put appropriate necessary measures in place to ensure safety of the communities they serve. The measures being referred to are those that facilitate efficiency in fire fighting operations and those that mitigate situations likely to trigger fire and fire related incidences, hence the need for quality assurance systems. The quality systems should ensure that the organisation, South Wales Fire and Rescue Service in this case, delivers top quality service to the taxpayer so as to reduce cases of fire and fire related incidences. Reference List Bieleman, J, 2000, Additives for coatings. Wiley-VCH, Langestraat, Netherlands. Department for Communities and Local Government, Fire and Rescue Service National Framework 2008–11, Available from Http://www.communities.gov.uk (28 January 2011). Doherty, G, 2003, Developing Quality Systems in Education. Routledge Publishers, New Fetter Lane. Greater Manchester Fire and Rescue Authority, “Integrated Risk Management Plan 2007-2010,” Available from http://www.manchesterfire.gov.uk (28 January 2011). Inter Agency Guidelines, 2007, “A Model Quality Assurance System for Procurement Agencies,” Available from http://who.int/medicines/areas/quality_safety/quality_assurance/inspections/en/ (28 January 2011). South Wales Fire and Rescue Service, Available from http://www.southwales-fire.gov.uk/English/home/Pages/default_old.aspx (28 January 2011). The Fire Brigades Union, 2008, “In the Line of Duty,” Bradley House, Available from http://www.fbu.org.uk (28 January 2011). Welsh Assembly Government, Fire and Rescue National Framework for Wales, 2008-2011. Read More