NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by:

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 • owned by the industry (NESA) • Endorsed by JAS-ANZ • An industry-led initiative, designed by industry representatives in NESA Quality Special Interest Group • Recognised by DoE for ES Quality Pilot • Closely aligned to DoE quality principles

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

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

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

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

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

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

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

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) • 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 • Kerren: 0412 691167 • 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.au Website: www.nesa.com.au Contact Details