Managing Service Quality and Safeguarding – November 2021

This QQI approved Level 6 course provides current and prospective supervisors and managers with the knowledge and tools required to manage service quality in a human services and non-profit organisation.

The six-week course – one module of our 2-module Fast Track management course for PICs – takes contemporary best practices in service quality and analyses them in terms of their practical usefulness to managing in the human services and non-profit sector.

Who Is This Course For?

The course is for current/prospective first line supervisors and managers who are looking to develop their management skills in an accredited programme created specifically for the human services and non-profit sector.

Successful completion leads to the award of a Certificate in Managing Service Quality and Safeguarding. This is a QQI Special Purpose Level 7 award.

The course uses a ‘blended’ approach which combines online learning, virtual tutorials and face to face workshops.

Our online learning materials are designed to accommodate the pressures that come with trying to balance work, life and learning. They make it possible to build study time around your work schedule. These are accessible through our learning centre which provides a platform for you to study, collaborate and communicate with your fellow learners. Regular online tutorials will expand your knowledge of the topic and answer any questions you have as you study.

Each workshop/webinar focuses on extending your understanding of the subject matter and helping you apply it in your working practice. The one-day session will be led by a subject matter expert who also has extensive experience in providing coaching/training to people working in the human services and non-profit sector.

*Please note workshops will be run online during Covid-19 restrictions.

Course Content

Unit 1: Selecting a Quality System
◾Defining Quality of Service
◾Meeting Expectations
◾Lack of Resources
◾The Development of the Quality Concept
◾Continuous Quality Improvement
◾Total Quality Management
◾Differences between Quality Service & Quality Systems
◾Tools & Approaches – Quality Circles & Customer Surveys

◾Measuring Service – Inputs, Outputs, Processes & Outcomes
◾What to Measure
◾Quality of Life Measurement
◾Defining Quality of Life
◾Are Outcome Measures Adequate
◾Quality System Components
◾Quality Enhancement System

Unit 2: Total Quality Management (TQM)
◾Placing TQM in Context
◾Deming’s 14 Points of Management
◾Crosby’s 14 Steps to Improvement
◾Placing TQM in Context
◾Deming’s 14 Points of Management
◾Crosby’s 14 Steps to Improvement
◾KAIZEN

◾TQM – Applications: ◾Leadership
◾Mission
◾Policy & Strategy
◾People Management
◾Satisfaction: Consumers & Staff

Unit 3: Quality for Non Profit & Human Services Organisations
◾Why Have a Quality System?
◾Accountability
◾Funding
◾Feedback
◾Why ‘Good’ isn’t ‘Good Enough’ Anymore
◾Quality: Six Guiding Principles
◾Quality: Nine Golden Quality Principles
◾John O’Brien: 5 Valued Experiences

◾Quality: A Conceptual Framework
◾Factors, Domains & Indicators
◾Quality of Life Principles
◾The Council on Quality & Leadership (CQL)
◾Personal Outcome Measures (POMs)
◾The EFQM Excellence Model
◾EFQM: Criteria for Assessment

Assessment

To complete the course you’ll need to write a 2,000-word paper that explores the relationship between the course materials and your current role as a manager. It is a practical assignment which will provide you with the opportunity to evaluate and expand your working practices in an environment where you have access to expert advice and the support of professional contemporaries. Having access to this learning community provides an opportunity to extend your management abilities in a uniquely supportive environment.

Qualification

The course is certified by QQI as a HET Minor Award at Level 6. Successful participants will be awarded a Certificate In Managing Service Quality and Safeguarding. Successful participants will hold 10 credits towards the Certificate in Applied Management (Human services), which is Year 1 of the 3-year Level 7 degree course: BA in Applied Management (Human Services).

To find out more about the course,
or contact:

Conor Murray: Tel: 01-2990580 or Email: cmurray@opentrainingcollege.com or

contact us via our website www.opentrainingcollege.com.