New Approaches to Dealing with Malpractice and Maladministration - Cskills Awards 9th May 2014 Presentation by Christopher Simpson Quality Assurance Manager/ RO

1. New Approaches to Dealing with
Malpractice and Maladministration
9th May 2014
Presentation by
Christopher Simpson
Quality Assurance Manager/ RO
This presentation is confidential and should not be
copied, shared or downloaded

2. What happened at Cskills Awards?
• Letter of Concern from
Ofqual
• Attendance of Malpractice
Investigation by Ofqual
• Invitation to Ofqual Offices
in Coventry
• Direction

3. © CITB
Causes

4. © CITB
Cause and Affect
Service vs Quality

5. © CITB
Cause and Affect

6. Effects

7. © CITB
Customer Service Vs Quality Assurance
Customer Service Vs Quality
 Staff Confidence
 Managing Perceptions
 Chasing 10s
 Working with the Centre
 Reduction of Visible
Actions for no compliance
 Team hide behind the cloak
of ‘Providing Good
Customer Service’
‘set your stall out early in the relationship
and set your organisations expectations
to eliminate misunderstandings’

8. © CITB
Competence Cycle
• Believe that Cskills Awards was competent
• Did not take an opportunity to Inform Ofqual what we were doing
• Direction Received
• Implementation of Change
• Continuous Change and improvement

9. What We Did

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What needed our focus
• Governance Structure
• Review of Staffing Structure
• Full and Systemic Review of Malpractice and Maladministration
• Centre Agreement and Associated Documentation Updated
• Training for Staff, Contractors and Customers

11. © CITB
What’s Next

12. Thank you