Elements and Performance Criteria
- Establish the parameters for the delivery of a quality project or process.
- Concepts, principles and tools of quality management and continuous improvement are researched and analysed.
- Extensive research is undertaken to determine the current and future service requirements of customers.
- Recommended or anticipated changes to services and processes are communicated to senior management for review.
- Establish and implement performance measurement strategies.
- Financial and non-financial performance measures and evaluation criteria for the specific project or service delivery are established and agreed upon by relevant stakeholders and communicated to relevant staff and service providers.
- Appropriate financial and non-financial benchmarks are determined and agreed to by relevant stakeholders.
- Project and services are monitored to ensure they meet identified needs and service expectations.
- Feedback from customers is communicated to relevant areas within the organisation and incorporated into performance reviews.
- Trends in customer/stakeholder satisfaction and service usage are monitored to identify opportunities for improvements to services or processes.
- Issues of responsiveness and accessibility are reviewed and reported.
- Facilitate accountability for project and service outcomes.
- Project management systems, reporting mechanisms and processes are established and communicated to staff and service providers.
- The results of service reviews against desired targets are reported according to standard organisational procedures.
- Tenders and contracted works are regularly monitored and adverse variations in established performance targets are immediately addressed.
- Quality and efficiency of operational processes are measured and documented.
- Service shortfalls are analysed and resolved in line with company policies and procedures, including customer service standards.
- Develop and implement change management processes.
- The need for change in organisational processes and work culture to support project or service delivery is identified.
- A change process to address the need is identified or developed, and implemented.
- Changes to operational processes, projects or services delivered are recommended and communicated to appropriate personnel with supporting information.
- Staff members are adequately informed of improvement plans, their goals and changes to operational procedures.
- Appropriate methods are employed to gain commitment for change.
- Improvement projects are implemented within agreed timelines and coordinated effectively.
- The effectiveness and benefits of implemented changes are monitored and reported.
- Outcomes of improvements are reviewed and used for further learning and continuous improvement by being shared across the company.