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  Alternatives Pty Ltd
  ABN 23 050 334 435

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 Performance Quality Innovation Performance (QIP) is a not-for-profit health promotion charity with more than twenty years’ experience in community service accreditation and more than ten years’ experience in primary and secondary health care accreditation and related services.

QIP formed in 2012 as a result of a merger between Australia’s four major primary care accreditation bodies:

  • Quality In Practice
  • The Quality Improvement Council (QIC)
  • Quality Improvement and Community Services Accreditation Inc. (QICSA)
  • Quality Management Services (QMS)

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 out-of-home care and adoption standards have been merged to create one set of standards which support a dual accreditation process for agencies choosing to provide both statutory out-of-home care and adoption services.

Home Care Standards The Standards draw together the differing standards across jurisdictions and the Commonwealth into a single set of quality standards and have the benefit of reducing the administrative burden for service providers. The Standards took effect in the following aged care services on 1 August 2013:

Home and Community Care (HACC) (in Victoria and Western Australia)
Commonwealth HACC Program
Home Care Packages
National Respite for Carers Program (NRCP).


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