1. NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February 2014

2. Quality – What is it A management approach to long-term organisational success based on the participation of all members of an organisation working cooperatively in improving processes, products, services and the organisational culture A comprehensive, integrated and cooperative approach to the continuous improvement of all facets of an organisation’s operations. It is a systematic approach leading edge businesses adopt to manage their organisations to deliver and sustain excellence.

3. Why Quality Matters  Likely a requirement to be Quality accredited for 2015 Contract  Performance matters in employment services  Integrated, systematic approach to pursuit of excellence  A commitment to Quality will lead to improved performance, better outcomes and higher quality service

4. Quality vs Compliance  A business improvement model vs contract management  A focus on continuous improvement and excellence vs a focus on minimum acceptable standards  Building quality into a system vs inspecting it in at the end.

5. Why choose ESIS?  ESIS is: Designed specifically for the employment services industry Designed specifically for the employment services industry owned by the industry (NESA) owned by the industry (NESA) Endorsed by JAS-ANZ Endorsed by JAS-ANZ An industry-led initiative, designed by industry representatives in NESA Quality Special Interest Group An industry-led initiative, designed by industry representatives in NESA Quality Special Interest Group Recognised by DoE for ES Quality Pilot Recognised by DoE for ES Quality Pilot Closely aligned to DoE quality principles Closely aligned to DoE quality principles

6. Matrix Summary 4, 66, 0, 1, 7, 73, 1, 0 ESIS ISO 9001:2008DSSInvestors in People PPrinciple Principle Requirement Primary Heading Number of Requirements Number of Matching Requirements P1 Leadership & Management 12 346 P1Leadership & Management1.1Organisational Direction & Desired Future 5 324 P1Leadership & Management1.2Organisational Culture 2 001 P1Leadership & Management1.3Organisational & Operational Leadership & Management 3 010 P1Leadership & Management1.4Organisational Citizenship 2 011 P2 Strategic Planning 10 507 P2Strategic Planning2.1Strategic Planning System 5 104 P2Strategic Planning2.2Strategic Plan Implementation 5 403 P3 Markets & Customers 7 600 P3Markets & Customers3.1Understanding Markets and Customers 4 300 P3Markets & Customers3.2Customer Satisfaction 3 300 P4 Products & Services 12 900 P4Products & Services4.1Product & Service Development 3 200 P4Products & Services4.2Purchasing 3 200 P4Products & Services4.3Continuous Improvement 6 500 P5 Human Resources 15 529 P5Human Resources5.1Recruitment Policy & Procedure 4 101 P5Human Resources5.2Participation & Empowerment 4 213 P5Human Resources5.3Professional Development 7 215 P6 Data, Information & Knowledge 4 310 P6Data, Information & Knowledge6.1Collection of data, information & knowledge 2 210 P6Data, Information & Knowledge6.2Analysis & Use of Information 2 100 P7 Organisational & Operational Outcomes 2 201 P7Organisational & Operational Outcomes7.1Organisational and Operational Success 1 100 P7Organisational & Operational Outcomes7.2Sustainability 1 101

7. Principle 1: Leadership & Management 1.1Organisational Direction and Desired Future 1.2Organisational Culture 1.3 Organisational & Operational Leadership and Management 1.4Organisational Citizenship

8. Principle 2:Strategic Planning 2.1Strategic Planning System 2.2Strategic Plan Implementation

9. Principle 3: Markets and Customers 3.1Understanding Markets and Customers 3.2Customer Satisfaction

10. Principle 4: Products and Services 4.1Product and Service Development 4.2Purchasing 4.3Continuous Improvement

11. Principle 5: Human Resources 5.1Recruitment Policy and Procedure 5.2Participation and Empowerment 5.3Professional Development

12. Principle 6: Data Information & Knowledge 6.1Collection of data, information and knowledge 6.2Analysis and use of information

13. Principle 7: Organisational & Operational Outcomes 7.1Organisational and Operational success 7.2Sustainability

14. ESIS Audits  Organisations using ESIS must be audited and ESIS certified by JAS-ANZ accredited Conformity Assessment Bodies (CABs)  NESA has developed rules for CBs  Audits will be conducted in accordance with these rules  NESA involved in accrediting CBs who will assess providers against ESIS  NESA provides mandatory training for CBs

15. ESIS Tools  NESA web site www.nesa.com.au (Quality-ESIS tab) www.nesa.com.au  ESIS Standard  Rules for CABs (auditors)  ESIS Evidence Guide  Implementation Action Summary  Self-assessment pack  On-line Self-assessment tool

16. ESIS Support  Telephone assistance and support for ESIS Users  NESA: 03 9624 2300  nesa@nesa.com.au nesa@nesa.com.au  Kerren: 0412 691167  kerrenj@bigpond.com kerrenj@bigpond.com

17. ESIS Training & Development  On-line self assessment tool webinar (Thursday 27 Feb 2pm)  Training for CABs – 17 & 18 March Melbourne and Brisbane  Preparing for 2015 Certification against an Acceptable Standard such as ESIS, DSS or ISO 9001 (by Agilient)  Internal Auditing against ESIS and other industry quality standards (by Agilient)

18. Questions?

19. NESA Level 8, 20-22 Albert Road South Melbourne, VIC 3205 Australia Phone: (03) 9624 2300 Email: nesa@nesa.com.aunesa@nesa.com.au Website: www.nesa.com.auwww.nesa.com.au Contact Details