Quality of Service: Are You Competent?
| Author | Alan Beckley,Ray Hirons |
| Published date | 01 April 1996 |
| Date | 01 April 1996 |
| DOI | http://doi.org/10.1177/0032258X9606900203 |
| Subject Matter | Article |
•
•
CHIEF
INSPECTOR ALAN BECKLEY, LLB
Qualified NVQ Assessor. West Mercia Constabulary
INSPECTOR RAY HIRONS
NVQ Centre Coordinator. West Mercia Constabulary
QUALITY OF SERVICE: ARE YOU
COMPETENT?
Introduction
This article outlines the method by which West Mercia Constabulary
introduced a system of National Vocational Qualifications in Customer
Service and how the qualifications can be used to develop the careers of
police officers and support
staff
while achieving the important
organizational objective of enhancing quality of service.
What are NVQs?
National Vocational Qualifications (NVQs) are a nationally-recognized
qualification certifying competency in a work-related subject or activity.
The complete range
ofNVQs
are listed in the NVQ "framework"and are
graded at five levels, progressing from routine work tasks in level one,
through to level five. The highest level examines asignificant range of
fundamental principles, management skills and complextechniques across
a wide and unpredictable variety of contexts. NVQs therefore vary in
"performance criteria" from tending animals, through engineering,
manufacturing and construction to business services, management and
executive studies. In academic terms, the "value" of an NVQ varies from
school or college work through degree level to post-graduate degree
standard. The total number of NVQ certificates awarded to November
1994 was 648,950.
Why did West Mercia Bring in
the
Scheme?
The pilot scheme was introduced to utilize the added-value which NVQs
bring to the organization which can be characterized as follows - NVQs:
directly relate to standards in the workplace [or performance
indicators];
can be utilized to monitor, maintain and evaluate quality control;
encourage everyone to think about their own work performance;
help candidates to obtain a nationally recognized qualification;
ensureallemployees receivecareerenhancement anddevelopment;
and
assist employees to obtain
job
satisfaction.
Quality of Service
The origins of the searchfor these values go back to 1991. In that yearthe
Harris Research Centre was commissioned to survey the customers of
April 1996 The Police Journal 109
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