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The Challenges and Needs of Quality Managers
June 2016
BNG NGO Services Online (BNG) provides two leading online services to service provider organisations across Australia.
Standards & Performance Pathways (SPP) is the leading Australian online platform for completing service and quality standards, compliance activities, and for managing risk and quality performance.
Management Support Online (MSO) is an online tool that provides comprehensive and practical resources on all aspects of running an organisation: governance, management, operations, and administration.
Contact usWeb: www.ngoservicesonline.com.auEmail: [email protected]: +61 2 9569 1704
Executive SummaryBNG is pleased to provide the results of its latest survey “The Challenges and Needs of Quality Managers”.
This survey follows on from BNG’s 2011 report “The Cost of Quality Service Standards: Assessment & Compliance Reporting” which highlighted the workload and cost of compliance for the community services sector.
Our latest survey revisits some of the earlier questions, particularly around the number of standards with which not-for profits (NFPs) must comply. It demonstrates that the burden of compliance is not becoming any easier. In addition, we gained valuable insights into the problems faced by Quality Managers through their answers to questions such as the following
What are the challenges with quality, standards and compliance?- The most common challenges included time constraints and lack of resources and support; - training and staff engagement; - the burden of having to follow multiple standards; and - staying up to date with changing standards.
What tools or resources would assist Quality Managers with these challenges?- A comprehensive online tool for compliance management; - policy & procedure templates; - guidance on staff engagement and education; and - ongoing updates and alerts on policy and standards changes were seen as key requirements.
Do Quality Managers have any support via a peer network?- Access to peer networks was seen as a valuable resource.- 62% of very large organisations (i.e. annual income > $10 million) benefit from a Quality Manager peer network. - However, in stark contrast, 82% of organisations with annual income under $10 million are not part of any peer network.
Contents
Role & Responsibility of Respondents
The Compliance Load
Challenges with Quality, Standards & Compliance
Quality Managers’ Suggested Tools & Resources
Membership of Quality Manager Networks
Benefits of Quality Manager Networks
Online Forums & Webinars
Quality Managers – Organisation Type / Income / Location
Quality management is often not the “day job”
Just under 50% of respondents had titles other than “Quality Manager” – indicating that quality management is one of several responsibilities.
Approximately 80% of respondents had either primary or sole responsibility for quality and standards compliance
Table 1: Title of Survey Participants(n = 143)
Table 2: Level of Responsibility for Quality & Standards Compliance(n = 143)
Multiple Standards are on the increaseSince our last survey 5 years ago, the percentage of respondents who have to comply with multiple standards has increased.
83% of respondents are required to comply with more than one set of standards:
Of these:
‐ 40% comply with 3-5 Standards
‐ 22% comply with 6 or more standards
‐ 9% comply with 10 or more standards
In contrast, BNG’s 2011 survey found 63% of
Commonwealth funded organisations were required
to comply with more than one set of standards:
Of these:
‐ 48% complied with 3-5 Standards
‐ 9% complied with 6 or more standards
‐ 6% complied with 10 or more standards
Table 3: Number of Standards followed by Survey Participants(n = 143)
6 to 10
Even most small organisations now follow multiple standardsSurvey feedback indicates that the larger the organisation, the more standards they comply with.
However, most smaller-medium sized organisationsalso comply with multiple standards:
Following >1 standard:‐ 63% of very small organisations
‐ 82% of small-medium organisations
‐ 80% of medium organisations
‐ 94% of large organisations
Following 2-5 standards:‐ 54% of very small organisations
‐ 66% of small-medium organisations
‐ 56% of medium organisations
‐ 63% of large organisations
Following 6+ standards:‐ 9% of very small organisations
‐ 20% of small-medium organisations
‐ 24% of medium organisations
‐ 31% of large organisations
1 Std37%
2 Stds27%
3 to 5 Stds27%
6 to 10 Stds9%
Under $500,000
1 Std18%
2 Stds22%
3 to 5 Stds40%
6 to 10 Stds13% More than 10 Stds
7%
$500,000 to 2 million
1 Std20%
2 Stds20%
3 to 5 Stds36%
6 to 10 Stds11% More than 10 Stds
13%
$2 ‐ 10 million
1 Std6%
2 Stds14%
3 to 5 Stds49%
6 to 10 Stds20%
More than 10 Stds11%
Above $10 million
Table 4: Number of Standards followed by Income Range(n = 143)
Challenges with Quality, Standards & Compliance
The most common issues faced by Quality Managers are:
Amount of time required / Lack of resourcing
Lack of support from senior management & board as well as staff engagement
The burden of complying with multiple standards
Staying up-to-date with changing standards / Training requirements
Limited opportunities to cross reference with like-minded Quality Managers
Table 5: Main Challenges with Quality, Standards and Compliance(n = 143)
Tools or Resources to support quality management
Respondents put forward a number of suggestions that would assist quality management:
Comprehensive online tool for compliance (16%)
Policy & procedure templates (9%)
An alert mechanism on updates to regulation & standards (8%)
Guidance on how to educate and engage staff at all levels on the importance of quality management (8%)
Specific training with practical examples / case studies (7%)
A single online system recognised by government funders (4%)
Table 6: Suggested Tools or Resources that would help with Quality and Compliance(n =143)
Quality Manager Networks
70% of Quality Managers surveyed are not part of any related peer network
The remaining 30% are spread across a range of different quality manager networks
Quality Managers from larger organisations are much more likely to be part of a peer network
60% of Quality Managers from organisations with income above $10m are part of a peer network
Less than 20% of Quality Managers from organisations with income under $10m are part of a peer network
Table 7: Quality Managers Membership of Peer Network(n =143)
Table 8: Membership of Peer Network by Size of Organisation(n =143)
Benefits of Quality Manager Networks
Of the 27% of respondents who were members of a quality manager network:
Over 90% indicated that they find the peer network helpful or partly helpful
Some who felt that their networks were not helpful cited them lacking a proper agenda
The following benefits were highlighted by peer network members:
General information sharing (69%)
Someone to ask questions (40%)
Sharing concerns & past experiences (23%)
Benchmarking (23%)
Keeping updated with developments (20%)
Table 9: Helpfulness of Quality Manager Networks(n =38)
Table 10: Benefits of Quality Manager Networks(n =35)
Online Forums & Webinars
50% of respondents said that they would find an online forum or webinar program useful
40% were unsure, mainly due to time constraints
Respondents suggested the following issues for an online forum:
The need to be practical, rather than theoretical, with a focus on systems, tools and resources (22%)
Updates on changes to standards and regulatory requirements (17%)
Guidance on how-to-build QI culture across the organisations (17%)
Real-life case studies, highlighting organisationsworking to best practice across different areas (10%)
Standard-specific seminars e.g. NDIS (5%)
Table 11. Usefulness of an Online Forum (n =138)
Table 12: Suggested Issues for an Online Forum to Address(n =88)
Quality Managers: OrganisationIncome & Service Type 7% were from very small organisations (under
$500,000)
33% were from small-medium organisations in the income range of $500,000 to $2 million
33% were from medium sized organisations ($2 -10 million)
25% were from large organisations (income above $10 million)
The majority of respondents reported that their organisations provided multiple services (136 respondents identified 405 service types)
Home & Community Care was the largest service type (46%)
45 respondents ticked ‘Other’ with half of those (16%) specifying Disability Services. ‘Other’ significant categories included Mental Health and Transport
Table 13: Income Range of Quality Manager’s Organisations(n =136)
Table 14: Main Service Type/s of Quality Manager’s Organisations(n =136)
Very Small
Small‐Medium
Medium
Large
Location of Quality Managers
48% of respondents were in metropolitan based organisations
36% were located in regional areas
15% were in rural locations
1% were in remote areas
Table 15: Geographical Location of Quality Managers(N=136)
