Quality Assurance
The term Quality Assurance may sound like jargon but all it really means is making sure that what the organisation/project produces in terms of goods or services meets the needs of the customer, through an identified system. The most well known quality standards include the Quality Mark, the Excellence Model, PQASSO and Investors in People. In most cases it will not be necessary for your organisation to have achieved these standards in order to apply for funding, but you are likely to be asked questions about how you will ensure quality within the project. If your organisation has any of the recognised quality standards, don’t forget to include them in your application, focussing on how they will be applied to the project for which you are seeking funding.
Why have a quality assurance system?
There are many reasons why voluntary and community groups adopt a quality assurance system. These include…
The desire for continuous improvement within the organisation to improve the service to customers
To demonstrate accountability, efficiency and effectiveness
To gain credibility with external organisations
To satisfy a funding requirement
What works?
According to a study by the National Council for Voluntary Services’ (NCVO) Quality Standards Task Group and the Charities Evaluation Services, there are a number of factors or ingredients that are needed to successfully implement a quality system. These are….
Having a clear vision of what you want to achieve and plan of how you are going to get there. Everyone in the organisation needs to understand why the organisation has decided to implement or improve a quality system.
Involving Trustees as well as staff to demonstrate high level commitment to the project.
Having a dedicated project champion.
Integrating the system with other processes rather than approaching it as an add-on.
Dedicating adequate resources to fulfil the task.
Involvement of funders in the introduction of the new process.
A number of guides have been produced which may help you if you are thinking of implementing a quality system or looking to improve the one that you have got. The most useful on a practical level is called "Getting Ready for Quality: Learning from Experience" (a guide for staff, trustees and volunteers considering use of a quality system, ISBN 0 7199 1643 7). It is available from NCVO for £15 by calling 0800 279 8798 or by emailing helpdesk@askncvo.org.uk.
