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“The matrix Journey has helped us to operate from the principle that we are all customers of the college. This has had a huge impact on our drive for excellence in customer service to our learners and external clients.”
Brockenhurst College
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The benefits of Networking and CQI
Networking is one of those words that for many rolls off the tongue - "It's great, we go to meetings, conferences and seminars and meet lots of people; that's the value in just being able to chat. And the social side is good because I usually end up with a hotel and a chance to do some shopping." Yes, there are many benefits to be gained, but do we all maximise these in a way that will extend to our employers and colleagues?
I recently had the privilege of working alongside colleagues at regional Road-shows updating representatives of Accredited organisations on the subject of continuous quality improvement (CQI) and this year's Excellence Awards. I certainly derived a great deal of personal benefit in meeting old faces from organisations that I had previously Advised or Assessed and learning of their progress since Accreditation. It was good to be challenged on issues by the audience and to have many matters explored and explained. And of course, it was also helpful to forge new contacts with people, amongst whom were those who had real success stories to relate and were able to play a part in encouraging others to be creative and progressive.
Some very good examples emerged of how people had moved forward including texting hard to reach clients or offering incentives to them to visit the IAG service; 'Podcasting' from which relevant information could be accessed showed the cutting-edge of technology; writing to all known service users with a disability or impairment to find out what more could be done to address their needs; supporting staff through buddying and/or mentoring; giving service plans greater clarity and focus to ensure that aims and objectives could be better monitored and evaluated.
But there was also a downside. A few of those present appeared to have let the matrix Standard wither on the vine since their Accreditation and will clearly need to do a lot of work to prepare for their Review. It is probably worth reminding everyone that Accreditation is one of those animals that lasts for life and extends beyond the time of past celebration. And that is where element 8 in particular kicks in by seeking evidence of CQI and the Standard looks for demonstration that CQI is being applied throughout the other elements. The questioner who asked if the next Assessment would just be a light touch had to be reminded that there is no such approach. To continue Accreditation you still need to meet the Standard across all eight elements and 40 criteria.
So, in approaching your Review, it might just be worth checking internally with your colleagues that they are still aware and operating in a manner that is consistent with the Standard, especially where there have been staff departures or newcomers who may not understand the elements. Team meetings are an ideal forum for this. You may want to think about how you have dealt with the Areas for Development identified during your previous Assessment; how stakeholder feedback has influenced your service; how other changes have impacted. In some instances you might wish to seek the services of a Registered matrix Adviser to assist your development. But remember that there is also a wealth of knowledge that can be gained and shared through effective networking with colleagues from other Accredited organisations.
Some absentees from the Regional Networking Events will have missed the opportunity to hear about the Excellence Awards. OK, so it might have appeared to some that we were trying to 'sell the concept' but this was not the case and there was a really positive intention in reinforcing the subject. There are many Accredited organisations that could be contenders for the Awards and we need to remind you of what is required and what the Judges are looking for. Please remember, the Awards are free to enter and open to all organisations Accredited before 31 May 2006. Previous winners have demonstrated excellence in a way that has brought greater recognition of their efforts, often showing an approach beyond the norm to CQI. The promotional material from ENTO is well worth looking at, not just for thinking about Excellence but taking on board the message that showing measurable/quantifiable improvement as part of the ongoing matrix Journey is a really good way of tackling your approach to CQI. And, you might also want to begin preparations for Excellence in the future.