Ensuring compliance and continuous improvement through ISO 9001 quality standards.
Overview
The Quality Management Systems Unit provides Strategic merSETA processes, policies & systems to the organizational wide strategic goals & objectives.
The merSETA is ISO 9001:2008 quality standard. It is the responsibility of the unit to ensure that the merSETA complies with ISO 9001:2008 standard. The merSETA was certified to the quality system since August 2009 until present.
The merSETA is currently undergoing a process to align the organisation wide quality system to the requirements of the revised Quality Management System standard (ISO 9001:2015). This is critical to ensure that the merSETA continues to strive to be innovative, incorporate a risk based thinking, provide improved services to stakeholders, and continuous improvement of business requirements and activities.
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Continued
Overview
As part of merSETA commitment to offering quality service to its stakeholders,
The merSETA runs the annual stakeholder surveys as well as stakeholder experience management online tool through which stakeholders are able to provide real-time service experience feedback. These two platforms provide data that forms part of an on-going Stakeholder Experience Management (SEM) Framework.
The unit is responsible for ensuring stakeholder satisfaction which has always been the focus of merSETA, as such the organisation has implemented a complaints, compliments and suggestions management platforms. These platforms assist in responding effectively to stakeholder matters across the various platforms that may arise from service delivery.
Feddback
merSETA stakeholders are welcome to provide service related feedback as per below:
Complaints@merseta.org.za
compliments@merseta.org.za
suggestions@merseta.org.za
Service Experience
Any recent service experience with the merSETA may be brought to the attention of the merSETA through the stakeholder tab accessible from: www.merseta.org.za(Stakeholder Feedback).
Benefits of working with us
Our Value Add
Strategic and Operational Support: The unit aligns merSETA’s processes, policies, and systems with the organization’s strategic goals and objectives.
ISO Certification Compliance: It ensures that merSETA complies with ISO 9001 standards, which enhances the quality of services provided to stakeholders.
Continuous Improvement: The unit promotes innovation, risk-based thinking, and continuous improvement of business activities.
Stakeholder Satisfaction: Through annual surveys and real-time feedback tools, the unit focuses on improving stakeholder satisfaction and addressing their concerns effectively.
Alignment with Strategic Goals: The unit provides strategic and operational support to align merSETA’s processes, policies, and systems with the organization’s wide strategic goals and objectives. This alignment ensures that all activities are directed towards achieving the overall mission of merSETA.
Enhanced Stakeholder Satisfaction: The unit ensures continuous improvement in service delivery by implementing platforms for complaints, compliments, and suggestions. This helps in effectively responding to stakeholder matters and maintaining high levels of satisfaction.
Features
Ensuring Standards Compliance
Our QMS Unit outlines our commitment to ensuring compliance with industry standards & regulatory requirements within the sector. We implement robust quality management systems to uphold excellence in all operations.
Process Improvement Strategies
Explore our process improvement strategies aimed at enhancing efficiency and effectiveness. We adopt continuous improvement methodologies, such as Lean Six Sigma, to streamline workflows, reduce waste, and optimize resource utilization.
Quality Assurance Framework
Learn about our comprehensive quality assurance framework. Our unit establishes rigorous standards, procedures, and metrics to monitor performance, mitigate risks, and maintain high levels of service delivery and product quality.
Training and Development
We prioritize training and development to uphold quality standards. Our page details educational programmes and certifications offered to staff and stakeholders, ensuring competency in quality management practices.
Audits and Assessments
Access information on our audits and assessments conducted to evaluate adherence to quality standards. We perform regular inspections, internal audits, and external reviews to validate compliance and identify areas for improvement.
Customer Satisfaction and Feedback
We value customer satisfaction and actively seek feedback to enhance our services. Our unit engages with stakeholders to gather input, address concerns, and implement solutions that align with their expectations and requirements.
ISO 9001 certification highlights merSETA’s commitment to providing excellent quality service to stakeholders. It ensures continuous improvement and innovation in service delivery.
The unit implements complaints, compliments, and suggestions management platforms to respond effectively to stakeholder feedback. It also runs annual stakeholder surveys and uses an online tool for real-time service experience feedback.
The QMS unit provides strategic and operational support to align merSETA’s processes, policies, and systems with organizational goals. It ensures compliance with ISO 9001 standards.
Manager: Quality Management Systems
Kgomotso Ntsoko
kntsoko@merseta.org.za
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