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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 Thorsen Kerren Thorsen National Employment Services Association 19 February 2014 19 February 2014
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NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

Dec 28, 2015

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Page 1: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 2: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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.

Page 3: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 4: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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.

Page 5: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 6: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

     

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

Page 7: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 8: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

Principle 2:Principle 2: Strategic PlanningStrategic Planning

2.12.1 Strategic Planning SystemStrategic Planning System

2.22.2 Strategic Plan ImplementationStrategic Plan Implementation

Page 9: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 10: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 11: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 12: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 13: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

Principle 7:Principle 7:Organisational & OperationalOrganisational & Operational

OutcomesOutcomes

7.17.1 Organisational and Operational Organisational and Operational successsuccess

7.27.2 SustainabilitySustainability

Page 14: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 15: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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

Page 16: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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]

Page 17: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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)

Page 18: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

Questions?Questions?

Page 19: NESA WEBINAR – Quality and the Employment Services Industry Standard (ESIS) Presented by: Kerren Thorsen National Employment Services Association 19 February.

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