Quality marksQuality Standards

What do you expect when you say “quality”?

Consistent produce always the same (meets set, known, standard)

A supplier gets goods as wanted to customer on time (meets requirements as promised)

A service is professional plus – accurate, meets needs, caring and sensitive (meets emotional as well as service needs)

Who does Quality in an organisation?

Specialists Everyone

Quality Control

Quality Inspection

Quality Assurance

Total Quality Management

What gets in the way of quality?

20% do not care 80% of everyone else's time spent on putting it all right

Short termism No vision or long term commitment

Blame culture Problems not solved just moved on

Concentrate on targets

Customer satisfaction is second to target

What is a quality policy?

The way the mission/aim is put into action – what needs to be done to achieve the objectives

We got a lot, what they for? A lot are written to put laws and good practice into operation. Try to think

of them as rules at worse or guidance at best.

A Quality plan is about improvement

Strategic – big ideas and issues

Tactical – each dept has a plan

Operational – day to day efficiency

There should be an action plan for each with SMART targets

How do you find out if you are “quality”?

Market research – are we hitting targets (data); are there problems (complaints); do people want us to do something else (consultation results)?

SWOT – managers and stakeholders consider all issues and write down the good and bad

Work through what is happening as a team and make a flow chart of process and identify weakness or blockages

Benchmark find national or another organisations and examine their levels of performance and measure differences

Quality standards

Quality processes

Monitor quality performance

Unit 4 – assess volunteer work against quality

standardsWhy is it important to monitor work against outcomes desired?

Why work plans might be contributing to improving

quality?