Monitoring & Evaluation

Monitoring and evaluation is a continuous process that occurs throughout the assessment lifecycle. The M&E plan is reviewed and updated at the beginning of every financial year while gathering inputs from all the relevant stakeholders. It is ensured that the M&E plan is a living document and keeps getting revised and enhanced regularly over time based on the needs, learning and relevance. Unlike monitoring, which involves the routine collection of data, evaluation takes place during specified periods of a financial year or a project.

Our business lifecycle during a financial year typically involves the following stages, depicted through the figure given below and the stage description that follows the graphical depiction.

➢Strategic Planning

The first phase in the lifecycle is to begin the year by developing the Annual Operating Plan (AOP) which basically talks about the operational plan for the entire financial year including strategies for new business development as well retention of the existing customers to further the business growth incessantly. Based on the data and information aggregated in the past and the learning repository developed in this process, key business goals and individual goals are defined in the beginning itself which serves as a guideline for the entire organization throughout the financial year. This sets the context for reviewing and revising the monitoring and evaluation framework too, wherever required

➢ Design

The second phase in the lifecycle is designing and developing the strategies for meeting the business goals and all objectives. This may involve putting in new investment into R&D or designing new assessments or enhancing the technology-based platforms. At this stage, we decide upon the different strategies, activities/interventions, and approaches that we will implement to achieve the goals and primary objectives.

➢Execution

This is the third phase of the lifecycle, wherein we start implementing the strategies designed and developed at the beginning of the financial year. This also starts generating data and information which are vital for the period performance review of various stakeholders and the business itself too.

➢Monitoring

Monitoring occurs throughout the execution, from the beginning to the end. It involves the regular collection and analysis of data to assist in timely decision-making, to aid in planning and management, and to provide a basis for evaluations and learning. Monitoring helps us know whether our operational activities/interventions are being implemented as designed; whether implementation is consistent throughout different implementation sites; and whether the execution can be more effective or efficient.

➢Evaluation

Evaluation typically occurs only during certain periods of the entire lifecycle, for example annually, mid-way through the year and/or at the end of the year. Evaluation serves to inform us on whether our strategies are working effectively and if they are making an impact. It allows us to assess whether the implementation has achieved its objectives and overall goals, and if not, helps us perform the root cause analysis later and understand why.  

Monitoring Framework:

Navriti is ISO 9001 certified organization which considers quality as the topmost desirable objective in all its strategies and their implementation. We have a set Quality Manual (Ref: QM_01_NAVRITI_QUALITY_MANUAL-v1.1.pdf) which lays down the principles which are strictly adhered to, in all our activities and assessments.

We have determined different aspects of the processes which need to be monitored, measured and evaluated. The parameters which are monitored and measured are the quality objectives and other KPIs for the different processes.

All monitoring, measuring  and  evaluation  outputs  are  documented  and  analyzed  to  determine process effectiveness and to ensure their effectiveness in achieving in-tolerance results, and to identify opportunities for improvement.

The parameters which need to be measured, monitored and evaluated have been defined in the individual department’s procedure documents. The frequency of measurement, method of evaluation has also been captured in these documents.

➢Customer Satisfaction

The Top Management monitors information and trends relating to customer perception as to whether the organization has fulfilled the customers’ requirements.

For every assessment delivered, Navriti seeks a feedback report from all its stakeholders. The stakeholders provide feedback on the assessor as well as the assessment conducted. There is an explicit provision for the training partner to comment on the code of conduct of the assessor as well as any specific demands from the assessor.

We are very particular about any customer escalation on its services. For any escalation, we take an immediate action as per the well-defined TAT for different nature of the escalations.

➢Analysis and Evaluation

Navriti has defined the effectiveness and efficiency parameters for important processes. For each parameter, we have defined frequency of monitoring. Accordingly, we assess conformity to products and services, effectiveness of quality management system. External providers like assessors & proctors are monitored for the services provided by them. Other external providers like SMEs and translation vendors are monitored for the services provided by them continuously

➢Internal Audit ▪ Audit Procedure

Internal audits are conducted at planned intervals in Navriti to determine whether the quality management system conforms our organization’s planned arrangements and to the requirements of ISO 9001:2015.

The criteria, scope, frequency and methods of each audit are defined in our audit plan.

Ref: M_10_Audit Procedure.pdf

➢Audit Plan

Audit is conducted in planned manner once in six months. The audit is implemented for each of the processes Delivery, Content team, Back Office team, Assessor Management, IT/Administration, Human Resources, Technology teams.

Management Review:

At Navriti the management review meetings are conducted periodically, once in 6 months.  to review the quality management system, to ensure its continuing suitability, adequacy and effectiveness. The review includes assessing opportunity for improvement and need for changes to the quality system, including quality policy and objectives. MRM records are maintained.

Ref: M_09_Management Review process.pdf

Management Review Inputs

Management review at Navriti consider the following inputs.

  1. Follow–up action and status of previous management review meeting.
  2. Changes in the external and internal issues
  3. Internal & External Quality audit results.
  4. Customer satisfaction, feedback and customer complaints
  5. Quality objectives and the extent they have been met
  6. Results from monitoring and measurement
  7. Performance of any outsourced process or service provider
  8. Process performance and product conformance.
  9. Status of actions identified as part of the risk analysis
  10. Status of Corrective & Preventive action.
  11. Changes that could affect management system.
  12. Recommendations, if any for improvement.

➢Management Review Outputs

The primary outputs of management review meetings are management actions that are taken to make changes or improvements to our quality management system. During management review meetings, top management will identify appropriate actions to be taken regarding the following issues:

  1. Improvement of the effectiveness of the quality management system and its processes.
  2. Improvement of product related to customer requirements.
  3. Opportunities and risks.
  4. Resource needs.

Responsibilities for required actions are assigned to members of the management review team. Any decisions made during the meeting, assigned actions and their due dates are recorded in the management review minutes.

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