NESA WEBINAR – Quality and the
Employment Services Industry
Standard (ESIS)
Presented by:
Kerren Thorsen
National Employment Services
Association
19 February 2014
Quality – What is it
A management approach to long-term
organisational success based on the
participation of all members of an organisation
working cooperatively in improving processes,
products, services and the organisational
culture
A comprehensive, integrated and cooperative
approach to the continuous improvement of
all facets of an organisation’s operations. It is a
systematic approach leading edge businesses
adopt to manage their organisations to deliver
and sustain excellence.
Why Quality Matters

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Likely a requirement to be Quality
accredited for 2015 Contract
Performance matters in employment
services
Integrated, systematic approach to
pursuit of excellence
A commitment to Quality will lead to
improved performance, better
outcomes and higher quality service
Quality vs Compliance

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A business improvement model vs
contract management
A focus on continuous improvement
and excellence vs a focus on minimum
acceptable standards
Building quality into a system vs
inspecting it in at the end.
Why choose ESIS?

ESIS is:
Designed specifically for the employment
services industry
 owned by the industry (NESA)
 Endorsed by JAS-ANZ
 An industry-led initiative, designed by industry
representatives in NESA Quality Special
Interest Group
 Recognised by DoE for ES Quality Pilot
 Closely aligned to DoE quality principles

P1
P1
Matrix Summary
ESIS
ISO 9001:2008
Principle
Principle Requirement Primary Heading
Leadership & Management
1.1
3
4
6
Organisational Direction & Desired Future
5
3
2
4
2
0
0
1
0
1
0
0
1
1
5
0
7
1
0
4
4
0
3
1.2
Organisational Culture
P1
Leadership & Management
1.3
Organisational & Operational Leadership & Management
3
Leadership & Management
P2
Strategic Planning
P2
Strategic Planning
P3
Investors in People
Number of Matching Requirements
12
Leadership & Management
Leadership & Management
P2
DSS
Number of Requirements
P
P1
P1
4, 66, 0, 1, 7, 73, 1, 0
Strategic Planning
1.4
Organisational Citizenship
2
10
2.1
2.2
Strategic Planning System
Strategic Plan Implementation
5
5
7
Markets & Customers
6
0
0
P3
Markets & Customers
3.1
Understanding Markets and Customers
4
3
0
0
P3
Markets & Customers
3.2
Customer Satisfaction
3
3
0
0
Products & Services
12
9
0
0
P4
Products & Services
4.1
Product & Service Development
3
2
0
0
P4
Products & Services
4.2
Purchasing
3
2
0
0
5
0
0
P4
P4
P5
Products & Services
4.3
Continuous Improvement
6
15
Human Resources
P5
Human Resources
5.1
Recruitment Policy & Procedure
4
P5
Human Resources
5.2
Participation & Empowerment
4
P5
P6
Human Resources
5.3
Professional Development
7
4
Data, Information & Knowledge
P6
Data, Information & Knowledge
6.1
Collection of data, information & knowledge
P6
Data, Information & Knowledge
6.2
Analysis & Use of Information
P7
Organisational & Operational Outcomes
P7
Organisational & Operational Outcomes
7.1
Organisational and Operational Success
P7
Organisational & Operational Outcomes
7.2
Sustainability
2
2
5
2
9
1
0
1
2
1
3
2
1
5
3
1
0
2
1
0
1
0
0
2
0
1
1
0
0
1
0
1
2
1
1
Principle 1:
Leadership & Management
1.1 Organisational Direction and
Desired Future
1.2 Organisational Culture
1.3 Organisational & Operational
Leadership and Management
1.4 Organisational Citizenship
Principle 2: Strategic Planning
2.1 Strategic Planning System
2.2 Strategic Plan Implementation
Principle 3: Markets and Customers
3.1 Understanding Markets and
Customers
3.2 Customer Satisfaction
Principle 4: Products and Services
4.1 Product and Service
Development
4.2 Purchasing
4.3 Continuous Improvement
Principle 5: Human Resources
5.1 Recruitment Policy and Procedure
5.2 Participation and Empowerment
5.3 Professional Development
Principle 6:
Data Information & Knowledge
6.1 Collection of data, information and
knowledge
6.2 Analysis and use of information
Principle 7:
Organisational & Operational
Outcomes
7.1 Organisational and Operational
success
7.2 Sustainability
ESIS Audits

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Organisations using ESIS must be
audited and ESIS certified by JAS-ANZ
accredited Conformity Assessment
Bodies (CABs)
NESA has developed rules for CBs
Audits will be conducted in
accordance with these rules
NESA involved in accrediting CBs who
will assess providers against ESIS
NESA provides mandatory training for
ESIS Tools
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NESA web site www.nesa.com.au
(Quality-ESIS tab)
ESIS Standard
Rules for CABs (auditors)
ESIS Evidence Guide
Implementation Action Summary
Self-assessment pack
On-line Self-assessment tool
ESIS Support

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Telephone assistance and support for
ESIS Users
NESA: 03 9624 2300
nesa@nesa.com.au
Kerren: 0412 691167
kerrenj@bigpond.com
ESIS Training & Development

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On-line self assessment tool webinar
(Thursday 27 Feb 2pm)
Training for CABs – 17 & 18 March
Melbourne and Brisbane
Preparing for 2015 Certification against
an Acceptable Standard such as ESIS,
DSS or ISO 9001 (by Agilient)
Internal Auditing against ESIS and other
industry quality standards (by Agilient)
Questions?
Contact Details
NESA
Level 8, 20-22 Albert Road
South Melbourne, VIC 3205
Australia
Phone: (03) 9624 2300
Email: nesa@nesa.com.au
Website: www.nesa.com.au