Part IV

Principle of Quality Management – Improve the Performance

Effectiveness of Self Assessment

Employee Communication & Consultation Benefits

Benefits of Record Keeping

Steps to improve quality of service

Effectiveness of Self- Assessment

Self-assessment is the process through which an organization becomes aware of, and understands the reasons for the effectiveness of its performance in all areas of activity, and determines what improvements are required.

The process should result in a comprehensive and honest picture of the organization’s current and future health, which can be used (amongst other things) to drive business planning, service development, and to produce and implement improvement plans.

There are three primary reasons for undertaking self-assessment:

  • to inform effective business planning
  • to meet regulatory requirements and be accountable
  • to inform service development, remodeling and improvement

There is a wide range of benefits which can result from an effective self-assessment process,

  • Identifying and celebrating strengths and achievements, and building on these successes
  • identifying and tackling weaknesses and improving performance management
  • improving action planning, resulting in better services to tenants
  • understanding how the landlord compares to others in terms of the cost and level of
  • performance achieved, and thus being able to improve the value for money of services
  • sharing ideas and good practice within the organization and amongst professional and other networks
  • measuring progress towards goals, and achieving a common sense of purpose about what needs to be done
  • increasing the focus on service quality and responsiveness to tenants
  • demonstrating self-awareness to external stakeholders