Effective records management is critical to accountability, service delivery, and institutional credibility. However, many records offices struggle with inconsistencies, errors, delays, and outdated processes that undermine performance. This course focuses on embedding quality management principles and continuous improvement practices into everyday records management operations. Participants will learn how to assess the quality of records processes, identify gaps and risks, and apply structured improvement tools to enhance efficiency and reliability. The course introduces practical quality management frameworks, performance measurement techniques, and process improvement methods tailored to records and registry environments. Emphasis is placed on improving workflows, reducing errors, strengthening compliance, and fostering a culture of continuous improvement within records teams. By the end of the course, participants will be able to establish quality standards for records management, monitor performance using clear indicators, and lead incremental improvements that support organizational goals, transparency, and good governance.
Participants will gain a clear understanding of key quality management concepts such as standardization, consistency, customer focus, and process control, and how these principles apply specifically to records creation, maintenance, access, and disposal.
The course will equip participants with tools to analyze existing records workflows, identify inefficiencies, errors, and risks, and redesign processes to improve accuracy, turnaround time, and compliance with policies and regulations.
Participants will learn how to define quality standards, develop key performance indicators (KPIs), and implement monitoring mechanisms to track performance, detect issues early, and support informed decision-making in records offices.
The course will build participants’ capacity to lead and support continuous improvement initiatives, encourage staff involvement, manage change, and embed quality improvement as a routine part of records management operations.
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