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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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
Practical Quality Assurance System for Small
Positive about disabled people accreditation.
“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.”
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
Remember it’s your journey
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.
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.
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.
Doing something that is:
Needed by users to a standard they require
Assessed and improved
Shown to make a positive and measurable difference to users
Something that is continually improving
Quality Standards task group - NCVO
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?
You have confidence that the organisations services are
of value to users
Supports funding applications
Meets the expectations of stakeholders – trustees,
funders, volunteers, staff
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
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
Put you ahead of your competitors
Demonstrates achievement and standards
Demonstrates openness and clarity of understanding
about where and how things can be improved
Investors in people
European foundation for quality management
Investors in Volunteering
ISO 9000 family
Mentoring and Befriending foundation
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
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
Investing in Volunteers (IIV)
is the UK quality standard for all organisations which involve volunteers in their work.
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.
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.
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 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!
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.
It has nine criteria:
policy and strategy
partnership and resources
Introducing and maintaining quality standards has implications and challenges such as:
training in technical, statistical and team working skills.
This depends on your organisation, its size,
and which Quality Standard you choose……
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-
Trustee and committee members standards (National
Occupation Standards for Trustees and Committees of
Voluntary and Community Organisations)
International Organisation for Standardisation ISO
Organisations may also adhere to:
Health and Social Care (Community Health & Standards) Act 2003