1. Quality and Performance Management

2. 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

3. An initiative of the NSW Government What is Quality?

4. 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

5. An initiative of the NSW Government Quality is the about the WHOLE product or service

6. An initiative of the NSW Government Stated Implied Obligatory

7. An initiative of the NSW Government Stakeholders »Clients or customers »Funding bodies »Staff »Management and governing body »Sponsors and donors »Community

8. An initiative of the NSW Government Quality Integrate …. Product or Service Stated, Implied, Obligatory Stake- holders

9. 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.

10. An initiative of the NSW Government The Continuous Improvement Cycle Adapted from South Australian Government Service Excellence Program Organisational performance Management

11. An initiative of the NSW Government National Standards for Disability Services

12. An initiative of the NSW Government National Standards for Disability Services Interim National Quality Framework for Disability Services in Australia

13. An initiative of the NSW Government Focus on outcomes CLIENTS O

14. An initiative of the NSW Government Provide leadership

15. An initiative of the NSW Government Involve service users and staff

16. An initiative of the NSW Government Process and Systems Approaches

17. An initiative of the NSW Government Encourage continual improvement

18. An initiative of the NSW Government Make evidence-based decisions

19. An initiative of the NSW Government Engage in collaborative partnerships

20. An initiative of the NSW Government Finding a Quality System that works for you

21. An initiative of the NSW Government Finding a Quality System that works for you

22. An initiative of the NSW Government Finding a Quality System that works for you

23. An initiative of the NSW Government Finding a Quality System that works for you

24. An initiative of the NSW Government Checking in… » Your hopes for the session » Any last questions » Evaluations (please)

25. An initiative of the NSW Government We all need to show our STRENGTH to ensure NSWs 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 MC Broadcaster Allan Jones OA Invited NSW Premier Kristina Keneally Invited NSW Opposition Leader Barry OFarrell

26. An initiative of the NSW Government 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 Matrix on Board provides financial and management support to non-profit organisations. Matrix is part of the NDS Good Governance consultants panel. Thank you!