IP Australia - Quality Improvement Program & Cultural Change

A Providence team member was engaged to address cultural issues, siloed departments, and an ineffective quality assurance processes. The client sought help to design and implement a Quality Improvement Project (QIP). Undertaken in phases, a trials approach was adopted with consultants co-designing working groups that included representation from each division. Consultants were embedded in the internal design teams, running the trials whilst maintaining BAU and educating the change team in using a scientific approach. Members of our team worked as part of the virtual organisation undertaking the strategic planning and change process to redesign and implement a new quality management system and measure its effectiveness. The new quality improvement system was introduced while maintaining BAU commitments. The project improved quality while also resulting in a 33% reduction in staff absenteeism, an 8% year on year improvement in staff satisfaction, and a 5% reduction in staff turnover.