Embed Size (px)
Citation preview
Quality and PerformanceManagement
An initiative of the NSW Government
What we will cover
• What does ‘Quality’ mean• Quality Assurance and Quality
Improvement• The Interim National Quality
Framework• Performance management• Quality Management Systems
and Tools
An initiative of the NSW Government
What is Quality?
An initiative of the NSW Government
ISO 9000
» Quality is the degree to which the totality of characteristics of a product or service fulfils the stated, implied, or obligatory needs or expectations of stakeholders
An initiative of the NSW Government
Quality is the about the WHOLE product or service
An initiative of the NSW Government
Stated Implied Obligatory
An initiative of the NSW Government
Stakeholders
»Clients or customers
»Funding bodies
»Staff
»Management and governing body
»Sponsors and donors
»Community
An initiative of the NSW Government
Quality
Integrate ….
Product or Service
Stated, Implied,
Obligatory
Stake-holders
An initiative of the NSW Government
Assurance? Improvement?
Needs and Expectations of stakeholders
Stan
dard
Time
Minimum level of service delivery
QUALITY ASSURANCE
QUALITY IMPROVEMENT
Adapted from Hoyle, 2009.
An initiative of the NSW Government
The Continuous Improvement Cycle
Adapted from South Australian Government Service Excellence Program
Organisational performance Management
An initiative of the NSW Government
National Standards for Disability Services
An initiative of the NSW Government
National Standards for Disability Services
Interim National Quality Framework for Disability
Services in Australia
An initiative of the NSW Government
Focus on outcomes
CLIENTS
O
An initiative of the NSW Government
Provide leadership
An initiative of the NSW Government
Involve service users and staff
An initiative of the NSW Government
Process and Systems Approaches
An initiative of the NSW Government
Encourage continual improvement
An initiative of the NSW Government
Make evidence-based decisions
An initiative of the NSW Government
Engage in collaborative partnerships
An initiative of the NSW Government
Finding a Quality System that works for you
An initiative of the NSW Government
Finding a Quality System that works for you
An initiative of the NSW Government
Finding a Quality System that works for you
An initiative of the NSW Government
Finding a Quality System that works for you
An initiative of the NSW Government
Checking in…
» Your hopes for the session
» Any last questions
» Evaluations (please)
An initiative of the NSW Government
We all need to show our STRENGTH to ensure NSW’s political leaders continue to support disability services
www.showyourstrength.com
Show Your Strength Rally
02 9256 3106
Show the STRENGTH of the disability sector and join the rally to support the continuation of the Stronger Together initiative to ensure positive outcomes for people with disability, their families
and carers. Wear something BLUE and bring a rally sign.
WHEN: Thursday, 28 October, 2010 12 Noon (assemble from 11 am)
LOCATION: Sydney Opera House forecourt
DURATION: 1 hour
MCBroadcaster
Allan Jones OA
InvitedNSW Premier
Kristina Keneally
InvitedNSW Opposition Leader
Barry O’Farrell
An initiative of the NSW Government
Matrix on Board(02) 9281 [email protected] www.mob.com.au PO Box 418Broadway NSW 2007
Informing, resourcing and strengthening the non-profit sector
Matrix on Board provides financial and management support to non-profit organisations. Matrix is part of the NDS Good Governance consultants’ panel.
Thank you!
