3 tips for upping your game using policies & procedures

With so much going on the world, continuous improvement might seem like a tall ask. But don’t get dispirited. It’s not about doing more.

If you monitor and check for quality, encourage and respond to feedback and enable client/consumer participation and have the policies and procedures to show for it, then you’ve got the basics covered.

Below, we set out some policy and procedure requirements for 3 key areas of continuous key areas.

If you want to know about policies and procedures for quality assurance and continuous improvement contact us. 

Continuous improvement areas

Policies and procedures

Welcome and seek out feedback – the good, the bad and the ugly.


Policy requirements for:

  • feedback throughout the service experience
  • people to be informed about feedback and complaints processes
  • investigation and due process with complaints resolution
  • collaboration with others
  • learning to be shared and considered in planning, reviews – do more of what’s working well and address what’s not working.

Enable participation




Policies and procedures relating to governance, management, organisational integrity and client services should require:

  • opportunities for participation at all levels
  • planning and support to address barriers to participation (eg hardship, monoculturalism, ableism)
  • respect and implementation of Te Tiriti o Waitangi in particular article 2 and the right of Māori to be self-determining.

Monitor, review & adjust 







Self-reflection is good, but nothing beats data and using it to monitor and review performance.

It doesn’t have to be scientific. But you should have processes in place to collect it from sources that can provide real insight to your operations. Some examples are:

  • feedback (client, internal and external)
  • complaints
  • finance reports
  • client contact and use statistics.

Use can use this same data to monitor improvements you make and to set goals.

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