1. Quality Systems and Quality Control

2. Starter quiz There are 21/22 different last names for football teams in the top four English leagues? E.g. Manchester …….. How many can you name?

3. Answers United (e.g. Colchester) Town (e.g. Ipswich) City (e.g. Norwich) Wanderers (Wycombe) Albion (e.g. Brighton & Hove) Rovers (e.g. Bristol) Argyle (Plymouth) Hotspur (Tottenham) Villa (Aston) County (e.g. Derby) FC (Port Vale) ? Forest (Nottingham) Wednesday (Sheffield) Palace (Crystal) Athletic (e.g. Charlton) Rangers (Queens Park) Alexandra (Crewe) North End (Preston) Orient (Leyton) AFC (Bournemouth) Dons (Milton Keynes) Stanley (Accrington)

4. Quality Systems Quest Investors in people Charter Mark ISO 9000

5. The purpose of Quality Systems Designed to prove ‘not for profit’ organisations can be run effectively These systems are have been set up in order to mirror the methods used in the commercial sector They provide standards to be seen set by national or international bodies Can measure performance against competitors

6. The purpose of Quality Systems Helps build ‘organisational culture’ this may include customer service At operational level staff and and supervisors know what levels of service they must reach This can lead to more delegation of tasks which in turn can lead to greater levels of job satisfaction

7. Student activity Discuss in pairs, then list any reasons you can think of for these types of systems being in place?

8. The purpose of Quality Systems Easy to measures your organisations performance e.g. financial targets, or non financial targets such as customer service levels or staff morale You can also measure your performance against leisure orgs which is known as? ……… …………. ?

9. The purpose of Quality Systems Many companies in the leisure industry will only do business with other orgs that have similar quality standards Continuous improvement …………… is often the theme for many of these schemes

10. Student Task Question – How might your chosen leisure organisation attempt to improve with systems like these in place?

11. Quest Quality system

12. Quest Developed by the UK Sports Council in 1996 Promotes good practice in the industry by providing standards to be met, and encouraging their application and development in a customer focussed management framework

13. The two types of criteria Enabler – (aspects of management that help facilities to attain high standard) I.e. leadership, people management, policy & strategy, resources & Processes

14. The two types of criteria Results orientated – (levels of achievement measured by results attained) I.e. customer satisfaction, impact on society, business targets being met, staff satisfaction

15. Who runs Quest It is endorsed by all four home nations sports councils and is supported by a range of industry representative organisations who have developed it. It is run by the Quest Industry Policy Committee (IPC) Overseen by independent consultancy

16. Who’s eligible There are 800 registered sites of all sizes 38 sports development units Recently some golf clubs Also some universities sports facilities Annual awards are made for a range of different issues through the scheme

17. How Quest is awarded Self assessment – This will help managers track things like how they are performing against industry standards, identify their SWOT, draw up POA External validation – This is graded as registered = >60%, Highly commended 75%-84%, excellent 85%> This will also involve a mystery shopper

18. Who benefits? Customers. Why? Staff. Why? Organisation. Why? Stakeholders. Why? Long term benefits. What?

19. Student activity Can you think of any draw backs or weaknesses with a scheme like this? Two minutes to discuss and come up with reasons

20. Questions for the LC Manager! How does Quest help maintain the standards of your chosen LC? Create a list of questions ready to ask when we visit the LC.

21. Investors In People (IIP) Is an organisation that focuses on how well people are treated by their place of work. It is an endorsement that the company looks after its employees.

22. CharterMark This is a customer service award. It is only given to businesses that show they have a commitment to customer service.

23. Criteria that must be shown That they promote continuous improvement (Kaizen). New targets must be set that are higher than last years. E.g. How long it takes to answer a phone call or deal with a complaint

24. Criteria that must be shown That they offer choice to their customers and that a range of different needs are catered for e.g. Elderly, children, parents

25. Criteria that must be shown Users and staff are consulted about the facility. E.g. Customer service feedback taken in to consideration about changes to the facility.

26. Criteria that must be shown The benefits of new technology are maximised. E.g. A new computerised booking system is in place (line 29 of case study)

27. Criteria that must be shown Communities have a say in the LC and are consulted about what it offers. For the Galton LC this is probably the case as it is in a partnership with the local community (line 8 from case study)

28. Benefits of Charter Mark Less time will be spent dealing with complaints Less effort required to put things right Happier customer therefore greater usage, therefore more revenue

29. Drawbacks of Charter Mark Investment of time and money from the LC Assessment fee from Charter Mark Other quality standards may be better

30. ISO 9000 This is a quality initiative. It is used to measure the safety of various products, but also the processes a business has.

31. Why be ISO 9000 registered It will assures other companies that your LC deals with that they will have good quality management

32. Why be ISO 9000 registered A LC will typically meet customer expectations better. Many organisations also require their suppliers to be ISO 9000 registered

33. Why be ISO 9000 registered You may see your competitors achieving better results having registered or it may give you a competitive edge over your rivals

34. To register You must have procedures in place for all the following: Promoting quality Satisfying customers Reviewing management Providing quality resources Providing quality personel

35. Exam application line 16-17 You must know what Charter Mark and ISO9000 are and the benefits to Galton LC of having them. You should also be aware that Quest is a quality standard specifically for the leisure industry and covers aspects of all the other awards

36. Possible Resources Additional resources www.investorsinpeople.co.uk http://www.questnbs.org http://www.chartermark.gov.uk/ ISO 9000 Leisure Studies by Taylor & Barker