workshop: quality assurance and case management
Friday 28 September
13.30 - 15.00
[workshop summary- PDF opens in new window]
How do we balance quality and quantity of our work? How can we use management systems and data to improve our output?
- QA systems, auditing and sampling
- use of surveys – consumers, firms and staff
- feedback and improvement
- performance indicators
- policies, targets and statistics on throughput, timeliness and productivity