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Contents | 1. Introduction | 2. QI Maze | 3. Principles | 4. Tools | 5. Resources

5. Resources

Overviews of quality management

The Essence of Total Quality Management. Second edition. John Bank. Prentice Hall, 2000

Chapters include:
  • Focus on the customer
  • Core concepts of total quality management
  • Learning from the quality gurus
  • Cutting the cost of quality
  • Case studies of total quality management
  • Tools and techniques of total quality management
  • Avoiding the hype

Operations Management: Managing Quality, Efficient, and Responsiveness to Customers. Chapter 18 in Contemporary Management. Gareth R. Jones and Jennifer M. George. McGraw-Hill Irwin 2003.

Total Quality Management: an Overview Dale, Boaden and Lascelles , Chapter 1 in Managing Quality, Second Edition. Ed Barrie G Dale. Prentice Hall 1994.

Very useful historical overview tracing the roots of total quality management, summarising the approaches of the 'gurus' and identifying an approach.

Practical tools for TQM and TQI

Quality management tools and techniques: an overview. B.G. Dale, H.S. Bunney and P. Shaw. Chapter 17 in Managing Quality ed by Barrie G. Dale Prentice Hall

Keeping Track: Measurements of Improvement, Progress and Success. Chapter 7 in The Leaders Handbook, A Guide to Inspiring your people and managing the daily workflow. Peter R Scholtes. McGraw Hill 1998

The Six Sigma Way Team Fieldbook. An implementation guide for process improvement teams. 2002. Peter S Pande, Robert P. Neuman and Roland R. Cavanagh. McGraw-Hill

Business Excellence Framework

Business Excellence Framework This is a framework for innovation, improvement and long term success, applicable to all organisations, large and small, private and public, whatever their purpose. The Framework has been designed to assist organisations to measure current performance and build a pathway to long-term success.

Australian Service Excellence Standards

The Australian Service Excellence Standards is an internationally accredited quality improvement program funded by the Department of Commuinities and Social Inclustion in South Australian. It is a generic quality and continuous improvement management tool. It can be applied to a wide and diverse range of human services, both government and non-government. It contains the requirements necessary to meet legislative and other standards, and provides a developmental approach to continuous improvement, change management and benchmarking across ‘like’ areas or services.

Australian and New Zealand Standards ISO 9000 series

ISO 9000 Series standards The ISO 9000 series standards are international standards designed to help organisations establish quality management systems.

Industry standards (and accrediting) organisations

The Australian Council on Health Care Standards The Australian Council on Healthcare Standards (ACHS) is an independent, not-for-profit organisation, whose role is to improve the quality of health care in Australia through continually reviewing performance, assessment and accreditation.

The ACHS provides a variety of products and services for accreditation and quality improvement for the full range of health care organisations. Two widely used products are EQuIP and POS

  • The Evaluation and Quality Improvement Program (EQuIP) is generically designed to provide for all types of organisations which provide health care.
  • The Performance and Outcomes Service (POS) is able to provide a range of information to all Health Care Organisations eg. To develop clinical indicators/ performance measures for health care organisations and assist health care organisations to collect clinical indicator data for the purpose of quality improvement

Quality Improvement Council The Quality Improvement Council is responsible for the coordination of the QIC Standards and Accreditation Program, and use of the QIC Standards, delivered through affiliated Licensed Providers. Standards modules include:

  • The Health and Community Services Core Module
  • The Alcohol Tobacco and Other Drugs Services (ATODS) Standards Module
  • Community and Primary Health Care (CPH) Services Standards Module
  • Home Based Care (HBC) Services Standards Module
  • Integrated Health Services (IHS) Standards Module

Australian University Quality Agencies he Tertiary Education Quality and Standards Agency (TEQSA) is Australia's independent national regulator of the higher education sector.

National Childcare Accreditation Council The National Childcare Accreditation Council is responsible for the implementation and administration of the Quality Assurance (QA) systems for family day care schemes, outside school hours care services and long day care centres across Australia. The current systems are:

  • Family Day Care Quality Assurance (FDCQA) for family day care schemes.
  • Outside School Hours Care Quality Assurance (OSHCQA) for outside school hours care services.
  • Quality Improvement and Accreditation System (QIAS) for long day care centres.

Government and agency standards and accrediting organisations (ando others)

Aged Care Standards and Accreditation Agency The Aged Care Standards and Accreditation Agency (the Agency) is the independent body responsible for managing the accreditation and ongoing supervision of Commonwealth-funded aged care homes.

Out-of-Home care standards. NSW Office of the Children's Guardian The NSW Out-of-Home Care Standards are used by the Office of the Children’s Guardian for the accreditation and quality improvement of out-of-home care services in NSW. The OCG has prepared benchmark policies for each of these standards.

Home and Community Care National Standards Department of Health and Ageing

Independent accrediting organisations

Quality Management Services(QMS) - QMS is a not-for-profit organisation that specializes in providing quality improvement, review and accreditation services to human service organisations. QMS is an approved provider of:

  • the Quality Improvement Council (QIC) Review and Accreditation Program
  • external assessments using the South Australian Service Excellence Framework (SEF)
  • appraisals against the National Home and Community Care (HACC) Service Standards.


New Directions For Internal Audit1998. Australian National Audit Office. Internal audit is an appraisal activity, established as a service to the organisation. This guide outlines principles for achieving better outputs and outcomes for internal audit, and also provides practical guidance to determine the most appropriate role for internal audit. It details a simple five-step approach which would ensure the internal audit function operates in accordance with the principles of better practice.

Organisations for quality

American Society for Quality The Society advances individual, organizational and community excellence worldwide through learning, quality improvement, and knowledge exchange

Discussion papers and theory

Standards and Quality Improvement Processes in Health and Community Services: A Review of the Literature. June 2000 Quality Improvement Council

A Review of Quality Improvement Approaches in Health and Community Services September 2000 Quality Improvement Council