16 Assuring quality

Most quality systems and standards, such as the Community Legal Services Quality Mark, Investors in People, ISO9001:2000 and the EFQM Excellence Model, are designed to assure quality for the organisation as a whole. National Occupational Standards complement organisational quality systems by taking a bottom-up approach which ensures that each individual works to the agreed standard.

National Occupational Standards are based on a cycle of continuous improvement. This requires individuals to plan to achieve agreed outcomes, do what is necessary to achieve these, check that the outcomes match the Standards and, if the outcomes have not been achieved, take whatever action is needed to meet them. By using National Occupational Standards to assess and improve the performance of individuals an organisation will be more likely to assure quality across processes.

The Cycle of Continuous Improvement

Diagram of The Cycle of Continuous Improvement showing the plan, act, check and improve cycle.

Steps to take:

Step 1 Identify organisational quality systems and the role of National Occupational Standards
Be clear what quality systems are operating within your organisation. Ask yourself these questions:

  • Are there specific references to the competence of the workforce within these quality systems?
  • How could working to National Occupational Standards support these quality systems?

Agree how National Occupational Standards should be used to support organisational quality systems.

Step 2 Make sure people know the Standards to which they should be working
Make sure that everybody is clear about which units of the Legal Advice Standards and other sets of National Occupational Standards apply to them. Everyone should have their own set of National Occupational Standards which are relevant to their job so they can make sure:

  • Their work consistently meets the Standards
  • They have the necessary knowledge and skills and can plan their development if they do not

Step 3 Monitor performance
Check to make sure people are performing to the Standards. This can be done through your organisation’s normal performance management system, or through external assessment.

Checklist

  • Do you know what quality systems are operating in your organisation?
  • Are you clear about how National Occupational Standards for individuals link to organisational quality systems?
  • Are individuals clear about the standards to which people should be working?
  • Do you regularly monitor individuals’ performance to ensure it is in line with quality requirements?