Quality and Performance Management

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 Standard 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 NSWs political leaders continue to support disability services Show Your Strength Rally 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, Noon (assemble from 11 am) LOCATION: Sydney Opera House forecourt DURATION: 1 hour MC Broadcaster Allan Jones OA Invited NSW Premier Kristina Keneally Invited NSW Opposition Leader Barry OFarrell

An initiative of the NSW Government Matrix on Board (02) PO Box 418 Broadway 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!