You are required to use the information gathered in Part A and develop a quality framework for your chosen service/program to manage and measure the service quality.

The framework must:

• Define the service/program goals
• Define the standards and key performance indicators
• Provide a strategy to reach the goals aligned with the company's objectives and values.

The framework must include the following structure and detail:

Framework Structure
Purpose/goal	Provide a brief description of the framework's purpose. What is being measured and why it is being measured - what is the overall goal?
Service/program	Provide a description of the service/program and the quality of service required to meet the client's needs.
How it aligns with the company's vision, objectives and values	Provide detail outlining the company's objective and values. Describe how the service/product is aligned with the company's vision and objectives.
Legislative context	List and describe the legislative and statutory requirements the organisation must adhere to when delivering the service/program, including National and State quality assurance frameworks, discrimination, health and safety and privacy
Framework Structure
Service standards, benchmarks and measures	Provide detail outlining the industry standards the organisation must adhere to and how these are applied when delivering the service/program, including: ethical and legal requirements access and equity rights and responsibilities of clients complaints quality indicators to measure the level of service.
Organisational policies and procedures	List and describe the organisation's policies and procedures in place to guide the delivery of the service/program. Include details on strategies that will be implemented to monitor and improve processes, ensuring current policies and procedures meet the standards and rights of clients.
Barriers and issues	Identify barriers or issues that may impact service delivery. Describe strategies that will address organisational barriers or issues impacting service delivery.
Continuous improvement process	Clearly describe the processes that will be used to monitor and review the service/program, and implementation strategies that will be incorporated into operational plans as part of the continuous improvement process. Include detail outlining how all parties are involved in quality assurance processes.
External consultation process	Describe the consultation strategy to obtain feedback on the standard of service/program delivery from clients and other relevant community members.
Operational planning	Outline the necessary resources to operate efficiently. Document the process for integrating quality improvements into operational plans.
Roles and responsibilities	Document the roles, responsibilities and involvement of all internal and external stakeholders in the implementation phase, monitoring and review process.
Communication of the framework	Describe how this quality framework will be communicated to relevant people internally, and external to the organisation.