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Quality and Performance Management

Quality and Performance Management. 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. What is Quality?. ISO 9000.

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Quality and Performance Management

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  1. Quality and Performance Management

  2. 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

  3. What is Quality?

  4. 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

  5. Quality is the about the WHOLE product or service

  6. Stated Implied Obligatory

  7. Stakeholders • Clients or customers • Funding bodies • Staff • Management and governing body • Sponsors and donors • Community

  8. Needs and Expectations of stakeholders Standard Minimum level of service delivery Time Assurance? Improvement? QUALITY IMPROVEMENT QUALITY ASSURANCE Adapted from Hoyle, 2009.

  9. The Continuous Improvement Cycle Organisational performance Management Adapted from South Australian Government Service Excellence Program

  10. National Standards for Disability Services

  11. National Standards for Disability Services Interim National Quality Framework for Disability Services in Australia

  12. Focus on outcomes CLIENTS O

  13. Provide leadership

  14. Involve service users and staff

  15. Process and Systems Approaches

  16. Encourage continual improvement

  17. Make evidence-based decisions

  18. Engage in collaborative partnerships

  19. Finding a Quality System that works for you

  20. Finding a Quality System that works for you

  21. Finding a Quality System that works for you

  22. Finding a Quality System that works for you

  23. Checking in… • Your hopes for the session • Any last questions • Evaluations (please)

  24. www.showyourstrength.com Show Your Strength Rally kieren.purnell@nds.org.au 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. MC Broadcaster Allan Jones OA WHEN: Thursday, 28 October, 2010 12 Noon (assemble from 11 am) LOCATION: Sydney Opera House forecourt DURATION: 1 hour Invited NSW Premier Kristina Keneally Invited NSW Opposition Leader Barry O’Farrell We all need to show our STRENGTH to ensure NSW’s political leaders continue to support disability services

  25. Thank you! Matrix on Board provides financial and management support to non-profit organisations. Matrix is part of the NDS Good Governance consultants’ panel. Matrix on Board (02) 9281 1700 admin@mob.com.au www.mob.com.au PO Box 418 Broadway NSW 2007 Informing, resourcing and strengthening the non-profit sector

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