Elements and Performance Criteria
- Assess the benefits of continuous improvement and quality management.
- Research and analyse the concepts, principles and tools of quality management and continuous improvement.
- Evaluate potential uses and benefits of formal quality management and continuous improvement processes and communicate the outcomes to team members and senior management.
- Research the current and future service requirements of customers.
- Use performance measures to drive improvement.
- Establish financial and non-financial performance measures and evaluation criteria for the organisation or for specific projects or services.
- Gain agreement from relevant stakeholders and staff to financial and non-financial performance measures and evaluation criteria.
- Monitor services or processes to ensure they meet identified needs and service expectations.
- Monitor trends in customer/stakeholder satisfaction and service usage to identify opportunities for improvements to services or processes.
- Report and review issues of service quality using standard organisational processes and timeframes.
- Design and implement changed and improved processes.
- Analyse and select a change process to drive the process improvement.
- Recommend and communicate to appropriate staff the changes to operational processes, projects or services that are to be implemented.
- Inform staff members of improvement plans, their goals and changes to operational procedures.
- Select and implement strategies to gain commitment for change.
- Implement improvement projects within agreed timelines.
- Monitor and report the effectiveness and benefits of the implemented changes.
- Review outcomes of the change and improvement processes to promote further learning and continuous improvement across the organisation.
- Embed sustainability within improved processes.
- Identify and prioritise opportunities for the implementation of sustainable policies and practices.
- Analyse strategic and longer-term impacts of change and improvement processes on the future effectiveness and sustainability of the organisation.
- Review current organisational policies and processes and take steps to retro-fit and embed sustainability principles as part of process improvement.
- Take steps to ensure changed processes conform to legal requirements, organisational policies and sustainability principles.
- Manage monitoring and accountability processes.
- Establish reporting mechanisms and communicate expectations to staff.
- Report results of service reviews against desired targets in line with standard organisational policies and procedures.
- Measure and document the outcomes of quality and improvement processes and report to stakeholders in line with standard organisational policies and procedures.
- Analyse and resolve service shortfalls in line with organisational policies and procedures, including customer service standards.