1. Quality marks Quality Standards

2. What do you expect when you say “quality”? Consistent produce always the same (meets set, known, standard) A supplier gets goods as wanted to customer on time (meets requirements as promised) A service is professional plus – accurate, meets needs, caring and sensitive (meets emotional as well as service needs)

3. Who does Quality in an organisation ? Specialists Everyone

4. Quality Control Quality Inspection Quality Assurance Total Quality Management

5. What gets in the way of quality? 20% do not care80% of everyone else's time spent on putting it all right Short termismNo vision or long term commitment Blame cultureProblems not solved just moved on Concentrate on targets Customer satisfaction is second to target

6. What is a quality policy? The way the mission/aim is put into action – what needs to be done to achieve the objectives

7. We got a lot, what they for? A lot are written to put laws and good practice into operation. Try to think of them as rules at worse or guidance at best.

8. A Quality plan is about improvement Strategic – big ideas and issues Tactical – each dept has a plan Operational – day to day efficiency There should be an action plan for each with SMART targets

9. How do you find out if you are “quality”? Market research – are we hitting targets (data); are there problems (complaints); do people want us to do something else (consultation results)? SWOT – managers and stakeholders consider all issues and write down the good and bad Work through what is happening as a team and make a flow chart of process and identify weakness or blockages Benchmark find national or another organisations and examine their levels of performance and measure differences

10. Quality standards Quality processes Monitor quality performance

11. Unit 4 – assess volunteer work against quality standards Why is it important to monitor work against outcomes desired? Why work plans might be contributing to improving quality?