I have spent many years working with organisations in the human services sector who are required to implement a quality management system to satisfy funders.
My experience has shown me leadership teams who have a strong focus on understanding their customers and a strong desire to provide great services but a secondary interest in developing quality systems. With a new market driven system under the National Disability Insurance Scheme it is imperative that not for profit businesses already in the human services arena or those entering now develop and implement business systems that not only reduce risk and protect the vulnerable members of our society but also ensure precious resources are not wasted, that work systems are simplified and support a culture of improvement.
I have seen quality management systems that are fully integrated and working for the organisation but unfortunately I have seen far more which are viewed as a nuisance, are an add on to the everyday business of the organisation, provide no benefit and in some cases actually create meaningless work and cause no end of frustration.
Where the quality management system is not integrated into business systems quality managers tell me that they can’t get buy in, that there is never any progress and that they are always having to reinvent the wheel as new managers come and go and want to stamp their mark on the organisation. Some quality managers are frustrated that the quality management system isn’t taken seriously by their managers and that when they go to them with projects to implement they can’t get any traction.
Most quality managers don’t have a budget.
Leaders tell me that they resent having to pay for a quality management system and all that this entails when they see no benefit.
Leaders complain that the quality manager is creating extra work and that people don’t have enough time to do their work, "surely if I am paying for a quality role, that person should be able to do the work."
I want 2018 to be the year that quality becomes integrated into your business.
Whether you are forced by funders to have a quality management system or whether you have decided it will be good for business, helping you secure tenders and contracts, I want you to DECIDE that you want a quality system and DECIDE that you will do everything in your power to integrate it into your business systems.
I want you to DESIGN a system that meets your needs and to do this I want you to have input into the system, not hand this over to another person. You wouldn't let someone else decide the direction of your business so don't let anyone else design what quality looks like for you.
Lastly I want you to DELEGATE tasks appropriately. Stop assuming "the quality person can do that". Once you have designed your systems you will be in a much better position to delegate appropriately whilst still keeping as much control as you need.