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Developing Quality Standards Starting the Journey………. A Voluntary Sector guide in choosing the right standard. Charity Number: 1068350 Company Number: 3515397. As an infra structure body for the community and voluntary sector SVS is well placed to give advice.

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developing quality standards starting the journey

Developing Quality StandardsStarting the Journey………

A Voluntary Sector guide in choosing the right standard

Charity Number: 1068350Company Number: 3515397


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.

setting the scene

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.”




Stakeholder analysis

a quality voluntary organisation

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

its your journey

Its your journey

Remember it’s your journey

are you interested in quality

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


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.

so what is quality

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.

being fit for the purpose

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.

what does quality mean

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

key questions to ask when addressing quality

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?



  • Stakeholder
  • Accreditation
  • Output/Outcome
  • Targets
  • Evidence


Quality management

Quality standards

Quality systems

Self Assessment

the benefits of quality

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

the benefits of quality cont

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


Demonstrates openness and clarity of understanding

about where and how things can be improved

do not do it alone the more the better

Do Not Do It Alone. The More the Better……

Involve Others:

  • Board members
  • Volunteers
  • Customers
  • Trustees
  • Staff
  • Stakeholder Engagement
which one do i choose it is your choice

Which One Do I Choose? It is Your Choice

Investors in people

European foundation for quality management

Investors in Volunteering

ISO 9000 family


Mentoring and Befriending foundation


Volunteer England

investors in people

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

investors in people1

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

investors in volunteering iiv

Investors in Volunteering (IIV)

Investing in Volunteers (IIV)

is the UK quality standard for all organisations which involve volunteers in their work.

iiv first steps

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.



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.

mentoring and befriending foundation

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.

iso 9000 family

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.

iso 9001

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!

european foundation for quality management

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.

european foundation for quality management1

European foundation for quality management

It has nine criteria:


policy and strategy


partnership and resources

  • processes
  • customer results
  • people results
  • society results
  • key performance results.


Introducing and maintaining quality standards has implications and challenges such as:

cultural change


developing involvement


training in technical, statistical and team working skills.

what do they cost

What do they Cost?

This depends on your organisation, its size,

and which Quality Standard you choose……

further information

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

specific standards for your work

Specific Standards for Your Work

Organisations may also adhere to:

OFSTED regulations

Health and Social Care (Community Health & Standards) Act 2003

Adult Learning