Quality selector

Choose a system

Once you have a clear idea what your organisation hopes to achieve by assessing its quality , the first step is to agree a level of performance to aim at. Many organisations find it helpful to follow a ready made standard or framework.

This selector can help you narrow down the options and see at a glance which approach may be right for you. Each standard is explained in brief, with links to further sources of information and support.

The selector is adapted from the joint NCVO and Charities Evaluation Services publication 'Getting Ready for Quality: learning from experience' (now out of print).

The standards

PQASSO

The Practical Quality Assurance System for Small Organisations (PQASSO) was designed by Charities Evaluation Services (CES) with small to medium-sized voluntary and community organisations in mind.

It is a self-assessment tool adaptable to organisations of varying types and sizes.  Designed as a work pack, it has 12 quality areas covering all aspects of what you do. There is no cost other than buying the workbook. An optional external certification service is also available.

For more information see the section on PQASSO on the  Charities Evaluation Services website.

Investors in People

This is a standard that focuses on the development of staff, trustees and volunteers, linked to an organisations aims and objectives.  There are ten indicators of good practice.  Once organisations feel that they meet all the requirements they can apply to be certificated by external assessors.

See the Investors in People UK website for further details.

EFQM Excellence Model

The Excellence Model provides a framework for self-assessment and continuous improvement covering all aspects of work. It has nine criteria covering both what you do and what you achieve.  There is no cost other than buying the booklet. For further information, visit the British Quality Foundation website.

For advice on how to apply the Excellence Model in the voluntary sector, take a look at the C3Perform approach, created by the C3 Partnership, which includes a free online toolkit and a range of other resources.

ISO 9000

This group of standards aims to help organisations achieve user satisfaction by focusing on how things are done.  It contains five sections that describe how to manage processes well.  A large number of approved certification bodies provide assessment and certification for a fee. For more information, visit the ISO website.

Social auditing

Social auditing, or social accounting, is a process that enables organisations to assess and demonstrate their social, economic and environmental impact.  A standard, called the AA1000 Series, can be used to provide the basis for improving the sustainability performance of organisations. For further details of how to carry out social auditing, visit the Social Audit Network website.

You can find further detail of the AA1000 Series on the AccountAbility website.

Quality Mark

This standard has been designed for organisations providing legal information and advice to the public. There are four different levels, ranging from simple self-help to those that carry out casework. Once you consider that you meet the requirements of the chosen level, you apply for certification.  There is no cost for this. For further detail visit the Legal Services Commission website.

Charter Mark

The Charter Mark is for organisations dealing with the public, including voluntary organisations that receive funding from the public sector.  It is designed to help organisations improve their customer service and delivery to users. There are six criteria that describe how to do this. It is run by the Cabinet Office, and assessed and certified by four approved bodies. There is a fee for external assessment. For more information visit the Cabinet Office website.

Quality First

Quality First was designed by Birmingham Council for Voluntary Service for organisations with no paid staff.  It contains a workbook that helps you carry out a self-assessment in nine quality areas. For more information and to order a workbook, visit the Birmingham Council for Voluntary Service (BVSC) website.

Investing in Volunteers

Investing in Volunteers is the quality standard for organisations that involve volunteers. The standard covers ten indicators of best practice in volunteer management and provides both a tool to implement change and a means of evaluating and reviewing current practice. External assessment and certification is available for a fee. You can find more details at the Investing in Volunteers website.