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Quality Management

Peter Ssali - Head Quality Management

The Quality Management ensures that the systems and processes and their interaction throughout the entire NDA are established and documented. The department is responsible for the quality management system documentation (guidelines, manuals, protocols, standard operating procedures (SOPs), specifications, checklists, aide memoires, charts, job descriptions, forms, records, etc.) necessary to ensure the effective planning, operation and control of NDA processes.

This results in efficient and effective operations which are a pre-requisite for meeting customer as well as statutory and regulatory requirements. The department is also responsible for organising internal and external quality audits and liaise with certification, accreditation, prequalification and other conformity assessment bodies/agencies.

Quality management systems underscore the importance of customer focus, leadership, involvement of people, process approach, systems approach to management, continual Improvement, factual approach to decision making, and mutual beneficial supplier relationships. It is evident that the implementation of a quality management system will provide the following benefits to NDA:

  • Service delivery improvement in terms of effectiveness and efficiency,
  • Confidence among internal and external customers due to competence building,
  • Predictability through accountability and transparency of operations,
  • Reliability through use of sustainable and robust systems and processes,
  • Acceptability of NDA services nationally, regionally and internationally, and
  • Customer satisfaction, i.e. satisfaction of staff, clients, the public, the Government, development partners, UN organisations, etc.

The implementation of a quality management system is, therefore, highly essential for the effective functioning of NDA and efficient service delivery.