Planning Quality Framework: flexible…agile…worthwhile
In my previous blog, I introduced the Planning Quality Framework – the antidote to target-based performance management and a neat path to true continuous improvement. Since then I have had a number of people ask how the Quality Framework differs from our previous benchmark and, please could we make it a bit simpler?
Well we have, in a number of ways. It’s modular, so you can choose how much you do. It’s not timetabled so you can choose when you do it. It’s low-hassle – the emphasis has moved away from cost so there’s no need to train whole departments to time-record and re-classify work, or learn the language that accountants speak in.
The whole is more than the sum of its parts… (Aristotle)
Each module is valuable in it’s own right but is not the whole story. The real value comes when you draw all three together – how many expensive process reviews focus solely on speeding things up but fail to notice that the service says ‘yes’ more often than its peers, creates less waste and has happier customers? The quality framework reports will show a much more rounded story of what’s happening and which way the service is heading.
Like most things in life, the more you put in, the more you get out. You don’t have to do everything at once or follow a timetable, but the more you do the better the value. Any timetabling PAS suggests will be so that we can provide support but it’s not compulsory. It’s a bit like the self-service tills at the supermarket – you can get on and away quickly but if you need someone to sort that ‘unidentified item in the bagging area’ or confirm your age, then you may have to wait. For example, we may suggest a customer survey in November but you already do one every June – fine, we’ll slot your results in when they’re ready.
How the Planning Quality Framework is different from the PAS Benchmark:
|PAS Benchmark||Quality Framework|
|You have to do it all||It’s got 3 modules – the more you do; the better the value|
|All together, once per year, and if you miss the boat – tough||You just begin, when you’re ready.|
|A snapshot in time||Ongoing, quarterly and annual reporting|
|Based on understanding and improvement||Based on understanding and improvement|
|Industrial strength accounting, time-sheeting||Low hassle, no time sheeting|
|Internal management tool||Internal management tool, external badge of quality|