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Quality Assurance, Careers Services and the matrix standard

Quality Assurance, Careers Services and the matrix standard. Lucy Madahar Assistant Director of Student Services (BCU) AGCAS Director for Quality and Membership. AGCAS and matrix Evaluating matrix: its challenges and benefits Other quality standards/tools How you use matrix in your service.

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Quality Assurance, Careers Services and the matrix standard

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  1. Quality Assurance, Careers Services and the matrix standard Lucy Madahar Assistant Director of Student Services (BCU) AGCAS Director for Quality and Membership

  2. AGCAS and matrix • Evaluating matrix: its challenges and benefits • Other quality standards/tools • How you use matrix in your service

  3. Why do we need quality standards? • Commitment • Box ticking exercise • Membership requirement • Service driver – continuous improvement • Improve teamwork • Real and profound change • For the badge • External benchmark which addresses stakeholder expectations and needs

  4. What is Matrix? • Quality framework for the effective delivery of information, advice and guidance (IAG) on learning and work

  5. What’s it all about? • How you provide IAG to people & how they receive and experience what you provide • How you plan, organise, support and improve these activities

  6. What does it cover? The four elements relating to delivery are: • People are made aware of the service and how to engage with it • People’s use of the service is defined and understood • People are provided with access to information and support in using it • People are supported in exploring options and making choices

  7. What does it cover? The four elements relating to management are: • Service delivery is planned and maintained • Staff competence and support they are given are sufficient to deliver the service • Feedback on the quality of the service is obtained • Continuous quality improvement is ensured through monitoring, evaluation and action • BUT … changes are afoot …

  8. Changes to matrix • Review exercise completed • Simplification of the standard – fewer criteria and greater emphasis on outcomes • Awaiting sign-off by Government • Free workshops • Inter-rim arrangements until 30th November

  9. Challenges of matrix • Buy-in • Evidence collecting • Relying on non-participating parties • Can feel repetitive at times • Time consuming & requires commitment • Understanding the “scope” of criteria • Addressing areas of non-compliance • Gaining momentum and making the early decisions • Project management • Embedding matrix into the workplace

  10. Benefits of matrix • Project which unifies teams/employees • Motivates and engages staff members • Meaningful process – forces you to know your service inside out • Driver for continuous improvement • Independent validation of achievement in IAG • Opportunity to develop better internal processes & deliver more effective services

  11. Other quality models • QAA (code of practice on CEIAG) • Investors in People • Customer First • Customer Service Excellence • Peer review • Register of Practitioners • HEI benchmarking But what do they all have in common …

  12. Service Improvement Journey: CQI

  13. What are you doing? • How are you using matrix in your careers services? • Where is your CQI plan? • When was the last time you looked at your CQI plan? • When is your next matrix assessment due? • What actions are you going to take when you return to the office?

  14. Thank you Lucy Madahar lucy.madahar@bcu.ac.uk 0121 331 5273

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