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Department for Communities and Social Inclusion

Principles of ASES

The Australian Service Excellence Standards recognises that there are many approaches to quality management frameworks. There is general agreement from the currently available literature about these underlying principles, which ASES have adopted. The principles can be used as a filter or prompt in gathering evidence against each standard.

(For example in the governance standard consider how each of these principles are demonstrated).

These principles include:

  • Customer focused - Reflecting our respect and understanding of our consumer’s rights to dignity, confidentiality, information, effective communication and choice. Consumer satisfaction with services is measured and complaints and concerns addressed. Appropriate, safe and efficient services are provided ensuring a continuum of care.
  • Clear direction with accountability - Inspirational leadership with a strong governance structure. Desired outcomes are identified in providing the best possible services and their achievement measured.
  • Continuous learning and innovation - Establishing quality systems and ensuring there are mechanisms that integrate continuous improvement can only add value for an organisation.
  • Valuing people and diversity - Tapping into people’s commitment and capacity to learn at all levels of the organisation is essential. To provide a supportive flexible environment allows for people to reach their potential, whether it is staff, customers or partners.
  • Collaborative work practices - Understanding that strengthening and developing our relationships with our staff, customers, partners and other key stakeholders, provides many advantages in loyalty and pride in the organisation, customer satisfaction and assists to build a culture of innovation and trust.
  • Evidenced based decision making - Clear rationale, management of risk, analysis of the data and evaluation reports will assist to improve planning processes and services provided.
  • Social, environmental and ethical responsibility - Responding to the expectations of the community and adding value to that community whilst also giving consideration to the environment.

These principles form the foundation on which we build our systems and standards.

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Provided by:
Department for Communities and Social Inclusion
URL:
http://dcsi.sa.gov.au/services/community-services/australian-service-excellence-standards/about-us/principles-of-ases
Last Updated:
28 Oct 2016
Printed on:
26 Jul 2017
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