Developing Quality Standards Starting the Journey………

1. Developing Quality StandardsStarting the Journey……… A Voluntary Sector guide in choosing the right standard Charity Number: 1068350Company Number: 3515397

2. As an infra structure body for the community and voluntary sector SVS is well placed to give advice. SVS has a good track record and has achieved various quality standards including: The Investors in People (IIP) Volunteering England (VE) National Association of Voluntary & Community Action (NAVCA) Practical Quality Assurance System for Small Organisation (PQASSO) Positive about disabled people accreditation.

3. Quality helps you continually improve your organisation

4. Setting the Scene “Quality is a frame of mind - a way of life. The most important thing is to see improvement in everything you do so that you are constantly learning and developing for the benefit of everyone involved with your organisation – including yourselves.”

5. Tools SWOT PESTLE Stakeholder analysis

6. A Quality Voluntary Organisation….. Works for continued improvement Uses recognised standards or models as a means of continuous improvement and not as a means to an end Agrees requirements with stakeholders and endeavors to meet or exceed these first, time and every time Promotes quality of opportunity Is accountable to stakeholders Adds value to its beneficiaries

7. Its your journey Remember it’s your journey

8. Are you Interested in Quality ? Can the organisation demonstrate it is already meeting some of the quality principles? Is the organisation meeting all of the quality principles? We believe in the quality principles but we haven't actually done anything about them. If you answered at least one YES then you are interested in Quality.

9. So what is Quality? When talking about products or services, people often use ‘quality’ to refer to excellence or perfection. In business, it more accurately means the extent to which the product or service meets the defined requirements.

10. Being Fit for the Purpose You would not expect the same level of service on a low cost airline, to that of a high cost airline providing a first class service. But both may meet the very different requirements that have been set down by managers – in other words, they are fit for the purpose.

11. What does quality mean? Doing something that is: Needed by users to a standard they require Well run Assessed and improved Shown to make a positive and measurable difference to users Something that is continually improving Quality Standards task group - NCVO

12. Key Questions to Ask When Addressing Quality What are you trying to achieve? For whose benefit? How do you know if you have achieved it? What do you do with that information? Are you as good as you want to be? What are you going to do to improve? What is the cost? How long will it take? Who should I involve in the process?

13. Terminology • Stakeholder • Accreditation • Output/Outcome • Targets • Evidence Quality Quality management Quality standards Quality systems Self Assessment

14. The Benefits of Quality You have confidence that the organisations services are of value to users Supports funding applications Meets the expectations of stakeholders – trustees, funders, volunteers, staff Better accountability Shows good governance You may attract more customers It directs you in; Setting and meeting achievable goals Motivation to all those involved in your work Public recognition and credibility

15. The Benefits of Quality cont. It Brings departments within an organisation together Develops a better understanding of its work Encourages long term planning Creates a level playing field with other agencies holding similar standards Put you ahead of your competitors Demonstrates achievement and standards Accreditation Demonstrates openness and clarity of understanding about where and how things can be improved

16. Do Not Do It Alone. The More the Better…… Involve Others: • Board members • Volunteers • Customers • Trustees • Staff • Stakeholder Engagement

17. Which One Do I Choose? It is Your Choice Investors in people European foundation for quality management Investors in Volunteering ISO 9000 family PQASSO Mentoring and Befriending foundation NAVCA Volunteer England

18. Investors in People The Investors in People (IIP) Standard; is a national quality standard which sets a level of good practice for improving an organisation's performance through its people. It provides a framework for improving organisational performance and competitiveness through a planned approach to setting and communicating business objectives and developing people to meet these objectives

19. Investors in People The Standard is based on three key principles: Evaluation of the impact on the performance of the organisation Developing strategies to improve the performance of the organisation. Taking action to improve the performance of the organisation

20. Investors in Volunteering (IIV) Investing in Volunteers (IIV) is the UK quality standard for all organisations which involve volunteers in their work.

21. IIV – First Steps To achieve the quality standard, organisations must sign up with their country agency to receive a cost estimate. The whole process can be achieved within six to twelve months and your award is valid for three years once you have met the standard.

22. PQASSO PQASSO is a straightforward, user-friendly quality assurance system intended to help you run your organisation more effectively and efficiently. It offers a flexible approach to quality which allows your organisation to work at its own pace. It helps you to take a systematic look at what you do, identify areas where you are doing well and not so well, and decide exactly where improvements are needed. It helps you to plan, budget and allocate the resources for making these improvements over a realistic time period.

23. Mentoring and Befriending foundation The Mentoring and Befriending Foundation aims to ensure that mentoring and befriending are at the centre of current and future national volunteering strategies. Through the promotion of standards and a range of support structures and services, the Foundation aims to provide a quality experience for the volunteer and a successful outcome for mentors and befrienders.

24. ISO 9000 Family The ISO 9000 family of standards represents an international consensus on good quality management practices. It consists of standards and guidelines relating to quality management systems and related supporting standards.

25. ISO 9001 ISO 9001 is for all organisations large or small and covers all sectors, including charities and the voluntary sector. It will help you to be more structured and organised but doesn’t require red-tape! Indeed, by being able to achieve the right results first time, your customers will benefit from your consistency and you’ll save on the cost of re-work. ISO 9001 certification is also a proven business winner with most certified organisations qualifying for more tenders and winning more orders!

26. European Foundation for Quality Management The European Foundation for Quality Management (EFQM) has an Excellence Model, launched in 1992 and regularly updated, which is arguably wider and more demanding than ISO 9000. The Excellence Model is a tool to be used in a number of ways, as: a tool for self-assessment a way to benchmark with other organisations a guide to identify areas for improvement a basis for a common vocabulary and way of thinking a structure for the organisation’s management system.

27. European foundation for quality management It has nine criteria: leadership policy and strategy people partnership and resources • processes • customer results • people results • society results • key performance results.

28. Considerations Introducing and maintaining quality standards has implications and challenges such as: cultural change leadership developing involvement teambuilding training in technical, statistical and team working skills.

29. What do they Cost? This depends on your organisation, its size, and which Quality Standard you choose……

30. Further Information Charities Evaluation Service provides information and support on quality standards, monitoring and evaluation PQASSO designed by CES for small not-for-profit groups and is nationally recognised and accepted. Investors in people VISIBLE(for Community Associations and other Community- based groups) Trustee and committee members standards (National Occupation Standards for Trustees and Committees of Voluntary and Community Organisations) International Organisation for Standardisation ISO

31. Specific Standards for Your Work Organisations may also adhere to: OFSTED regulations Health and Social Care (Community Health & Standards) Act 2003 Adult Learning

32. Remember Its Your Journey and That It Is Not A Race

33. Contact Us Acknowledgement