Quality

Quality is about understanding what your organisation does well and what it needs to do better and using this information to continuously improve. Quality is the result of effectively meeting the needs and requirements of your service users. In order to truly achieve quality, this means that you need to recognise and meet the needs of both internal and external stakeholders.

Context

It is increasingly important for organisations to be able to demonstrate quality to their funders and commissioners in order to gain or continue to receive funds. Expectations can include being able to demonstrate that clients are satisfied with their service and that their needs are being met; that the organisation is efficient and provides value for money; that there is a consistent approach to delivering services; that the organisation is achieving the aims as agreed and is making a difference.

The introduction of the Personalisation Agenda within the Homelessness Sector will strengthen clients’ ability to choose the services that they access.  It will become increasingly important for services to be able to demonstrate both quality and a flexible ability to meet a range of needs, to their potential clients.

Solutions

For organisations funded by Supporting People, there is an expectation that you meet the standards of the QAF (Quality Assessment Framework).

CES has published an online booklet called First Steps in Quality.

Total Quality Management is an approach which involves all staff at all levels in the achievement of Quality.

Introducing Quality Circles is another way of involving a range of staff in achieving quality.

The Excellence Model is an overarching self-assessment framework for the achievement of continuous improvement.

Investor in People (IIP) aims to improve organisations through the development of its staff.

PQASSO was developed specifically for small to medium third sector organisations and can be used as a self assessment tool or external recognition can be achieved via a peer review process.

Things to consider when choosing a quality approach

Further information

Homeless Link offers bespoke consultancy and both scheduled and in-house training services that can assist you with both achieving and demonstrating quality.

Charities Evaluation Services (CES) provides training, advice and support to promote quality and accessible monitoring and evaluation practice.

The British Quality Foundation is an independent, not-for-profit, membership company. Their mission is to be the driving force for sustainable excellence in organisations throughout the UK

Business Balls offers a range of free resources on the TQM approach.

The NCVO website has useful information about Quality Systems, including a number of case studies.