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Context specific knowledge and understanding

1. The market in which your organisation works.

2. The overall vision of your organisation and the goals you are responsible for achieving.

3. Your organisation’s actual and potential customer base.

4. Available market opportunities.

5. How to respond to market opportunities.

6. Colleagues and other key stakeholders, and their needs and expectations.

7. Processes for consultation.

8. Sources of information you can use to monitor and evaluate plans.

9. Procedures for reporting and making recommendations.

Standard A7 – Evaluate the performance, value and impact of services

What is the standard about?

Monitoring and evaluation are key to ensuring quality in service provision. This standard is about assessing the effectiveness and efficiency of services and functions, and the value they deliver to customers and communities, i.e. their impact. It includes the development and maintenance of monitoring and measuring processes, and recording the evidence of evaluation.

Who is the standard for?

The standard is applicable to people in management roles with responsibility for monitoring and developing services systems and functions. It is also relevant to people in practitioner and operational roles who contribute to service delivery.

In addition to the core values and behaviour, these behaviours underpin effective performance:

• You establish a culture where people feel able to identify performance issues and identify improvements.

• You seek to improve the performance and potential value of services.

• You take ownership of issues and their resolution.

• You ensure that methods of evaluation are meaningful to customers and stakeholders.

• You committed to reviewing your own work.

• Your are committed to learning and to the sharing of experience

Links with other standards and competency frameworks:

This standard has links with F12 – Improve organisational performance in the NOS for Management and Leadership, developed by the Management Standards Centre. See www.management-standards.org or www.ukstandards.org

Standard A7 – Determine the performance, value and impact of services

To meet the standard, you must be able to:

1. Identify valid key indicators to measure the performance, value and impact of services and functions.

2. Develop a framework to gather the qualitative and quantitative data needed to evaluate work with specific communities.

3. Establish systems and monitoring procedures for collecting and assessing information on the performance over time.

4. Operate monitoring procedures to ensure the relevance, quality and accuracy of datacollected.

5. Monitor service levels to ensure quality and timeliness targets are met.

6. Analyse data and information collected using statistical and other techniques.

7. Use the findings to assess the value and impact of services, and to identify where performance needs to improve or be modified.

8. Benchmark the performance of your organisation against other comparable organisations and take action based on the findings.



9. Report regularly on service performance, value and impact, including performance against budget.

10. Identify when a discrete service is not meeting its targets, and propose remedial action.

11. Assess the future of low impact services.

12. Ensure that lessons learned are disseminated both internally and externally and acted upon as appropriate.

Standard A7 – Determine the performance, value and impact of services

To meet the standard, you must know and understand:

1. How to develop and use measures to evaluate the performance, value and impact of services and functions.

2. What procedures your organisation uses to measure and report on organisational performance.

3. How to ensure that methods of collecting qualitative and quantitative data are inclusive and participatory.

4. How to ensure that staff and customers are able to report service problems, and that the mechanisms for doing so are visible, accessible and inclusive.

5. The operational plan and budget for services and functions.

Standard A8 – Plan improvements to services and functions

What is the standard about?

This standard is about responding to factors that highlight where beneficial improvements can be made or where organisational strategies indicate change is necessary, and developing internal knowledge management techniques to enable staff to learn from experience and identify good practice on which to build.

Who is the standard for?

The standard is applicable to people in management roles with responsibility for the direction and development of services systems and functions. It is also relevant to people in practitioner and operational roles who contribute to service development.

In addition to the core values and behaviour, these behaviours underpin effective performance:

• You recognise the need to continuously review services and functions.

• You seek to improve the performance and potential value of services.

• You foster innovation.

• You monitor best practice inside and outside of your organisation.

• You ensure that improvements are in line with your organisation’s vision and objectives.

Links with other standards and competency frameworks:

This standard has links with F8 – Work with others to improve customer service and F12 –Improve organisational performance in the NOS for Management and Leadership, developed by the Management Standards Centre. See www.management-standards.org or www.ukstandards.org

Standard A8 – Plan improvements to services and functions

To meet the standard, you must be able to:

1. Contribute constructive ideas to improve services.

2. Identify and assess the impact of internal and external developments on services and deal with their consequences.

3. Identify with others how strategies, business plans and services could be improved or should be modified.

4. Identify factors that contribute to under performance and determine improvement strategies.

5. Determine the future of low value/impact services and functions.

6. Assess the implications of proposed changes on the organisation and customers, including the differential impact on particular groups such as those identified by age, disability, gender, race, religion and belief, sexual orientation or who have a preferred first language.

7. Produce implementation plans for improvement where necessary.

8. Liaise with a wide range of customers to discuss the impact of changes.

9. Show that the improvements planned reduce the gap between customer and stakeholder requirements and what current functions, services or processes are actually delivered.

10. Show that the improvements made are those that have been identified as being of most benefit to the organisation, its customers and other key stakeholders.

11. Assess the implications of proposed changes on stakeholders, staff and customers.

12. Assess the implications of any contractual arrangements with customers or suppliers.

13. Lead and encourage the development of internal knowledge management techniques that enable staff to build on experience and good practice.

Standard A8 – Plan improvements to services and functions

To meet the standard, you must know and understand:

1. The goals or targets of your organisation and future plans.

2. The implications of the outcomes of performance and impact monitoring.

3. The assessed needs of current and potential customers and implications of changing customer requirements, including those caused by changes to the demographic profile of the community served.

4. Changes in the market place or in the organisation that affect services and functions.

5. How current services are delivering value and impact, and where there are gaps that need to be addressed.

6. How to identify significant feedback from customers.

7. Who else is involved either directly or indirectly in information management and service provision within the organisation.

8. Techniques for sharing knowledge and best practice, and how these are being applied.

Area B – Governance and ethics

Standard B1 – Ensure compliance with legal, regulatory, ethical and social requirements [MSC B8]

Standard B1 in the NOS for Information and Library Services, Archive Services and Records Management is standard B8 imported from the NOS for Management and Leadership, developed by the Management Standards Centre.

Unit summary

What is the unit about?

Organisations must show that they act responsibly in relation to their staff, customers, investors and the communities in which they work. All types of organisations must obey the law in key areas such as health and safety, employment, finance and company law. Many organisations also have to work within specific regulations for their industry and ethical frameworks. Organisations who want to maintain a good reputation also have to take account of the views of people in their communities on a whole range of issues such as the environment and other ways in which the organisation affects people’s quality of life.

Who is the unit for?

The unit is recommended for middle managers and senior managers.


Date: 2015-12-24; view: 586


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