MHS Training Pty Ltd
NTIS Id: 90690
Continuous Improvement Policy
MHS Training Pty Ltd will:
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Provide clients and staff with an opportunity to comment and make suggestions on the services they
receive and provide; and
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Improve service quality by encouraging participation from clients and staff in the Continuous
Improvement process; and
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Have a formal mechanism to respond to suggestions from consumers and staff; and
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Foster a culture of continuous improvement within the organisation.
Responsibility All staff
The following procedures support the provisions of the Continuous Improvement Policy. They are
to be implemented to ensure that MHS Training, which is committed to a culture of continuous improvement,
maintains a mechanism to allow clients and staff to provide feedback to Management on service
delivery.
MHS Training Pty Ltd will
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Provide all course participants will course evaluation forms, to provide opportunities for written
feedback on training services delivered and recommendations for improvement
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Ensure confidentiality of comments/suggestions made by clients and staff. To this end, feedback and
suggestion boxes will be maintained in the public area of all MHS Training offices and an email link
will be provided on the website.
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Publicise the existence of the Continuous Improvement process in Staff and Student Handbooks.
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Require Trainers to provide a course feedback form as part of end-course documentation to Head Office,
providing information on the successful conduct or otherwise of the course delivered - this is done
with the End of Course Report
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Require evaluation forms to be distributed to participants and returned to Head office for analysis as
part of end-course documentation - this is done with the course evaluation form given to students near
to the their final classes
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Ensure evaluation forms are reviewed for complaints, risks and opportunities for improvement as well as
for positive feedback to trainers
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Encourage and provide opportunities for improvement recommendations through a formal system of Process
Improvement Recommendations
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Respond to client and staff suggestions within 10 working days of receiving the form.
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Where necessary, refer a complaint to Management according to the Complaints Policy and Procedure
hierarchy
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As part of continuous improvement, regard all feedback from whatever source e.g. feedback from staff
meetings/teleconferences, staff surveys, student surveys and industry consultation as possible avenues
for identifying improvements. MHS is committed to consider opportunities for improvement identified by
any means
Recording
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All improvement recommendations and action taken will be recorded for future reference and possible
analysis
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All improvement actions taken will be recorded in the Continuous Improvement Log maintained by the
Admin and Compliance Officer
Actions Taken
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All actions taken in response to continuous improvement will be notified to staff in the first instance
by email
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Changes to policies and procedures will be recorded in relevant manuals, handbooks, learner guides or
other documents and the version control status updated accordingly
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