As KCARC continuously improves it will deliver services and products to its customers’ meeting or exceeding requirements.

Quality Goals:

  • Individuals will achieve outcomes of their choice.
  • KCARC Board and staff will seek continuous Quality Improvement through
    application of appropriate quality management system.
  • Services will adapt to meet the needs of individuals, families, and communities.
  • Increase community awareness and support for KCARC.
  • Management programs will maximize the effectiveness of staff.
  • Secure financial resources to support services and foster growth.

What is ISO:

The International Organization For Standardization – An International Organization made of up of almost 100 member countries.  Each country has one “equal vote”.  The United States is represented by an organization called American National Standards Institute (ANSI).

KCARC is the only Program Services organization in the United States to be ISO registered at this time.  KCARC mentored eight other companies in conjunction with the state of Indiana on a pilot project to implement ISO 9001:2000.

The Road to ISO:

  • KCARC began a 36-week training program in 1997.
  • In 1999 Program Services became accredited.
  • In 2000 Manufacturing became accredited.

What Does ISO Mean to KCARC?

Before ISO, KCARC did not have a self-driven measurement tool to evaluate its programs.  KCARC was divided into two types of evaluation systems.

  • Manufacturing operated on requirements of the government for government products and carried this over to commercial products.
  • Program Services relied on annual State Board of Health audits and CARF audits performed every three years.
  • Therefore KCARC pursued a world-class quality management system and selected ISO as most appropriate for the company.

There are two review processes within the ISO Quality Management System that create a constant self-driven measurement tool to evaluate KCARC programs.

1.  Management Review Meeting

  • Held Quarterly
  • Set Agenda
  • Measuring the progress towards agency goals
  • Customer satisfaction
  • Customer complaints and corrective actions
  • Internal audit results
  • External audit results
  • Preventive action, process performance of services and products, recommendations for change and resources needed.

       2.  Internal Audits

  • The other measurement tool is the Internal Audit process.  This gives individual departments the opportunity to see how they measure up to what their procedures say they will do.  It identifies opportunity for improvement and it highlights positive process.  People perform their jobs knowing that sometime during the year someone within the agency will review their work, establishing a value of self-worth and a key to job enhancement.  This gives them the opportunity to “show off” their work or for them to improve on processes they might not have realized could use improving.  This also helps to prevent non-conformances from external accrediting bodies.
  • Internal Auditors are personal of varying functions within the agency.  This includes management functions, QMRP functions, manufacturing functions, fiscal and human resource functions.  The internal auditors go to other departments in the agency to review their system.  Internal auditing also provides the opportunity for personnel to learn what others departments are doing, to offer suggestions for improvement and to take back to their own department best practices they observed.