nesa webinar – quality and the employment services industry standard (esis) presented by: kerren...
TRANSCRIPT
NESA WEBINAR – Quality and NESA WEBINAR – Quality and the Employment Services the Employment Services Industry Standard (ESIS)Industry Standard (ESIS)
Presented by: Presented by: Kerren ThorsenKerren Thorsen
National Employment Services Association
19 February 201419 February 2014
Quality – What is itQuality – 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 cultureA 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.
Why Quality MattersWhy Quality Matters
Likely a requirement to be Quality Likely a requirement to be Quality accredited for 2015 Contractaccredited for 2015 Contract
Performance matters in employment Performance matters in employment servicesservices
Integrated, systematic approach to Integrated, systematic approach to pursuit of excellencepursuit of excellence
A commitment to Quality will lead to A commitment to Quality will lead to improved performance, better improved performance, better outcomes and higher quality serviceoutcomes and higher quality service
Quality vs ComplianceQuality vs Compliance
A business improvement model vs A business improvement model vs contract managementcontract management
A focus on continuous improvement A focus on continuous improvement and excellence vs a focus on and excellence vs a focus on minimum acceptable standardsminimum acceptable standards
Building quality into a system vs Building quality into a system vs inspecting it in at the end.inspecting it in at the end.
Why choose ESIS?Why choose ESIS?
ESIS is:ESIS is: Designed specifically for the employment Designed specifically for the employment
services industry services industry owned by the industry (NESA)owned by the industry (NESA) Endorsed by JAS-ANZEndorsed by JAS-ANZ An industry-led initiative, designed by industry An industry-led initiative, designed by industry
representatives in NESA Quality Special representatives in NESA Quality Special Interest GroupInterest Group
Recognised by DoE for ES Quality PilotRecognised by DoE for ES Quality Pilot Closely aligned to DoE quality principlesClosely aligned to DoE quality principles
Matrix Summary 4, 66, 0, 1, 7, 73, 1, 0
ESISISO 9001:2008 DSS Investors in People
P Principle Principle Requirement Primary HeadingNumber of Requirements
Number of Matching Requirements
P1 Leadership & Management 12 3 4 6
P1 Leadership & Management 1.1 Organisational Direction & Desired Future 5 3 2 4
P1 Leadership & Management 1.2 Organisational Culture 2 0 0 1
P1 Leadership & Management 1.3 Organisational & Operational Leadership & Management3
0 1 0
P1 Leadership & Management 1.4 Organisational Citizenship 2 0 1 1
P2 Strategic Planning 10 5 0 7
P2 Strategic Planning 2.1 Strategic Planning System 5 1 0 4
P2 Strategic Planning 2.2 Strategic Plan Implementation 5 4 0 3
P3 Markets & Customers 7 6 0 0
P3 Markets & Customers 3.1 Understanding Markets and Customers 4 3 0 0
P3 Markets & Customers 3.2 Customer Satisfaction 3 3 0 0
P4 Products & Services 12 9 0 0
P4 Products & Services 4.1 Product & Service Development 3 2 0 0
P4 Products & Services 4.2 Purchasing 3 2 0 0
P4 Products & Services 4.3 Continuous Improvement 6 5 0 0
P5 Human Resources 15 5 2 9
P5 Human Resources 5.1 Recruitment Policy & Procedure 4 1 0 1
P5 Human Resources 5.2 Participation & Empowerment 4 2 1 3
P5 Human Resources 5.3 Professional Development 7 2 1 5
P6 Data, Information & Knowledge 4 3 1 0
P6 Data, Information & Knowledge 6.1 Collection of data, information & knowledge 2 2 1 0
P6 Data, Information & Knowledge 6.2 Analysis & Use of Information 2 1 0 0
P7 Organisational & Operational Outcomes 2
2 0 1
P7 Organisational & Operational Outcomes 7.1 Organisational and Operational Success1
1 0 0
P7 Organisational & Operational Outcomes 7.2 Sustainability 1
1 0 1
Principle 1:Principle 1:Leadership & ManagementLeadership & Management
1.11.1 Organisational Direction and Organisational Direction and Desired Desired FutureFuture
1.21.2 Organisational CultureOrganisational Culture
1.3 1.3 Organisational & Operational Organisational & Operational Leadership and ManagementLeadership and Management
1.41.4 Organisational CitizenshipOrganisational Citizenship
Principle 2:Principle 2: Strategic PlanningStrategic Planning
2.12.1 Strategic Planning SystemStrategic Planning System
2.22.2 Strategic Plan ImplementationStrategic Plan Implementation
Principle 3: Markets and Principle 3: Markets and CustomersCustomers
3.13.1 Understanding Markets and Understanding Markets and CustomersCustomers
3.23.2 Customer SatisfactionCustomer Satisfaction
Principle 4: Products and ServicesPrinciple 4: Products and Services
4.14.1 Product and Service Product and Service DevelopmentDevelopment
4.24.2 PurchasingPurchasing
4.34.3 Continuous ImprovementContinuous Improvement
Principle 5: Human ResourcesPrinciple 5: Human Resources
5.15.1 Recruitment Policy and ProcedureRecruitment Policy and Procedure
5.25.2 Participation and EmpowermentParticipation and Empowerment
5.35.3 Professional DevelopmentProfessional Development
Principle 6: Principle 6: Data Information & KnowledgeData Information & Knowledge
6.16.1 Collection of data, information and Collection of data, information and knowledgeknowledge
6.26.2 Analysis and use of informationAnalysis and use of information
Principle 7:Principle 7:Organisational & OperationalOrganisational & Operational
OutcomesOutcomes
7.17.1 Organisational and Operational Organisational and Operational successsuccess
7.27.2 SustainabilitySustainability
ESIS AuditsESIS Audits Organisations using ESIS must be Organisations using ESIS must be
audited and ESIS certified by JAS-ANZ audited and ESIS certified by JAS-ANZ accredited Conformity Assessment accredited Conformity Assessment Bodies (CABs)Bodies (CABs)
NESA has developed rules for CBsNESA has developed rules for CBs Audits will be conducted in Audits will be conducted in
accordance with these rulesaccordance with these rules NESA involved in accrediting CBs who NESA involved in accrediting CBs who
will assess providers against ESISwill assess providers against ESIS NESA provides mandatory training for NESA provides mandatory training for
CBsCBs
ESIS ToolsESIS Tools NESA web site NESA web site www.nesa.com.au
(Quality-ESIS tab)(Quality-ESIS tab) ESIS StandardESIS Standard Rules for CABs (auditors)Rules for CABs (auditors) ESIS Evidence GuideESIS Evidence Guide Implementation Action SummaryImplementation Action Summary Self-assessment packSelf-assessment pack On-line Self-assessment toolOn-line Self-assessment tool
ESIS SupportESIS Support
Telephone assistance and support for Telephone assistance and support for ESIS UsersESIS Users
NESA: 03 9624 2300NESA: 03 9624 2300 [email protected]
Kerren: 0412 691167Kerren: 0412 691167 [email protected]
ESIS Training & DevelopmentESIS Training & Development
On-line self assessment tool webinar On-line self assessment tool webinar (Thursday 27 Feb 2pm)(Thursday 27 Feb 2pm)
Training for CABs – 17 & 18 March Training for CABs – 17 & 18 March Melbourne and BrisbaneMelbourne and Brisbane
Preparing for 2015 Certification Preparing for 2015 Certification against an Acceptable Standard such against an Acceptable Standard such as ESIS, DSS or ISO 9001 (by Agilient)as ESIS, DSS or ISO 9001 (by Agilient)
Internal Auditing against ESIS and Internal Auditing against ESIS and other industry quality standards (by other industry quality standards (by Agilient)Agilient)
Questions?Questions?
NESANESA
Level 8, 20-22 Albert RoadLevel 8, 20-22 Albert Road
South Melbourne, VIC 3205South Melbourne, VIC 3205
AustraliaAustralia
Phone: (03) 9624 2300Email: [email protected]: www.nesa.com.au
Contact DetailsContact Details