QSF vs ISO: Why you need both

As Mobius is a less traditional supply member (in the usual telecare sense), it seemed right, if TSA’s Quality Standards Framework (QSF) is aiming to broaden the scope of quality in the TEC industry, that Mobius would be a prime candidate to test it to its fullest.  

Given the nature of the service we offer, it makes sense that every part of the system and service user experience is taken into account. At the same time, we have been asked why we put our company through that process when we already have ISO 9001:2015? ISO 9001:2015 is the international standard that specifies requirements for a quality management system (QMS). Organisations use this standard to demonstrate their ability to consistently provide products and services that meet customer and regulatory requirements.  

While both QSF and ISO encourage organisations to think about quality, they come at it from quite different angles. The table below is a simplification, but it highlights that ISO expects a business-to-business relationship and QSF has a much stronger emphasis on the end user experience. 

QSF modules like ‘The Workforce’ and ‘Ethics’ also challenged our company in ways we hadn’t previously experienced.  
  • ISO

    Customer focus

    Leadership

    Engagement of people

    Process approach

    Improvement

    Evidence-based decision making

    Relationship management


  • QSF

    User Experience

    Safety

    Effectiveness of Service Delivery

    Information Governance

    Partnership Working

    The Workforce

    Business Continuity

    Ethics

    Performance & Contract Management

    Continuous Improvement & Innovation


The other key point for us is the Quality Standards Framework’s industry-specific nature.  Just as we are a dominant player in the Mobile Payment Terminal market, Mobius has Payment Card Industry Data Security Standard (PCI DSS) accreditation; it seemed natural to us to seek similar benchmarks in the TEC industry. 

There are some complimenting areas. The methodical shift from ISO 9001:2008 which is a process-driven standard, to the much more outcome driven ISO 9001:2015, helped us prepare for the QSF which is also outcome-driven. 

In summary then ISO 9001:2015 and TSA-QSF should be seen as overlapping and complementary. ISO 9001:2015 should be a ‘given’ for companies that you are considering trading with, irrespective of the size. 

We would expect future Requests for Information (RFI), Pre-qualification Questionnaire (PQQ) and Requests for Quotation (RFQ) to include QSF. This is a way of ensuring that suppliers engage with the high and specific standards of the Technology Enabled Care industry and meets those quality process expectations. 

Douglas Gilmour is MD of Mobius Networks