- Scope
At Impex Personnel our key aim is to provide a high quality service to all our clients and stakeholders, especially employees. Continuous improvement is built into every level of our operations to ensure we provide a high quality service and we see this as an ongoing process constantly resulting in new ideas and ways of working.
Our continuous improvement systems and processes are designed to meet the "RCSA" Recruitment & Consulting Services Association Quality Standards SDS 2010 Essential Standards for Registration.
- Quality and continuous improvement at Impex Personnel
Our quality and continuous improvement system is based on the following principles:
- A commitment by all staff to continuous improvement of processes, products, courses and services
- Input and involvement of all stakeholders in identifying and implementing quality improvements
- Systematic use of qualitative and quantitative feedback as the basis for identifying and prioritising improvement opportunities.
- Continuous improvement procedures
We use a variety of approaches to continuous improvement which are summarised below. Further details of all these processes can be found in all policy and procedure documents.
- Strategic planning
Impex Personnel has a four year strategic planning cycle and each strategic plan is presented to the executive management at the AGM. The current Strategic Plan is for 2011 – 2015. The strategic plan identifies areas for achieving results including information, education and training, policy development and advocacy and governance and management of Impex Personnel.
The plan includes key performance indicators which are used to measure achievement of objectives. The data collected and analysed against key performance indicators will also feed into Impex Personnel’s continuous improvement system.
- "Client" (Casual & Permanent staff Stakeholder) satisfaction surveys
In accordance with RCSA SDS 2010 requirements, we collect data against national quality indicators using agreed instruments including:
- Sector Employer satisfaction – this indicator focuses on employer evaluation of learner competency development and the relevance of learner competency to work and further training, as well as employer evaluation of the overall quality of the training and assessment.
- Employee satisfaction - this indicator focuses on the extent to which employees are engaging in activities likely to promote high-quality skill outcomes, and will include employee perceptions of the quality of their competency development and the support they receive or have received from managers.
- Competency completion rate - this indicator will be derived from information about the number of qualifications completed and/or units of competency/modules awarded in the previous calendar year.
Note that national quality indicator tools and resources are still unavailable and therefore feedback from students and sector stakeholder feedback will be collected as follows:
- Evaluation sheet provided to employees after training sessions are completed.
- Employer Satisfaction Survey provided to supervisors/managers who have participated in the workplace assessment. This will be sent out two (2) months after the workplace assessment to allow time to observe employees skill development.
Impex Personnel will also examine its performance against relevant published comparative and benchmarking data.
- Unsolicited feedback
Any employee or client of Impex Personnel has the right to provide unsolicited feedback on the services or operations of the institute. Feedback can be emailed at any time to quality@Impex Personnel.com.au
- Continuous Improvement Register
Ongoing feedback received will be recorded on a Continuous Improvement Register which is monitored by the Professional Development Division Managers. The register provides for the feedback and any resulting actions to be recorded.
- Internal and external audits
All aspects of Impex Personnel’s operation as a service provider will be reviewed through a rolling internal audit program. This process contributes to our compliance with RCSA SDS 2010 Standards. An external audit will be conducted by RCSA certified auditor at regular intervals.
- Staff performance reviews and professional supervision
All Impex Personnel staff participate in ongoing performance management through participating in monthly supervision sessions. These supervision sessions focus on:
- Reviewing and clarifying expectations regarding desired outcomes, standards, and ways of work
- Reporting, discussing and celebrating progress
- Identifying and problem-solving performance problems
- Reviewing staff goals and priorities
- Sourcing and allocating needed resources, including time
- Identifying and removing barriers/obstacles that may hinder progress
- Coaching to develop a particular area of the staff member’s job. This may include building new skills, problem-solving, or finding more effective ways of working
- Reaching agreement on action plans
- Giving feedback to your supervisor
Annual Performance Reviews are also conducted and are the formal process by which staff members and their managers or supervisors look back at the staff member’s progress through the year at Impex Personnel. Because of the ongoing performance management in supervision arrangement, this is really a formal confirmation of previous conversations or comments and a process of setting outcomes and development for the coming year.
- Management reviews
Management regularly reviews and refines Impex Personnel activities through:
- Monthly senior management meetings
- Quarterly Executive management meeting
- Annual planning and budget setting
Issued by
Managing Director
August, 2011