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

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.

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 1700admin@mob.com.au 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!