The client
A national fitness education provider operating through regional businesses in every state and territory, each with its own campuses and staff, all working under a shared national quality management system.
What they asked for
An independent view of how well the national compliance system worked in practice, not just on paper, and how consistently each region applied it.
What we did
We started with an audit of the national quality management system. We then ran a benchmarking audit in each regional operation: NSW and ACT, Victoria and Tasmania, Queensland, South Australia and the Northern Territory, and Western Australia.
Each regional audit:
- built on the findings of the national audit, so every region was measured against the same baseline
- sampled units from two qualifications and reviewed the training and assessment materials behind them
- checked the qualifications, records of results and statements of attainment issued in the region
- included staff interviews and review of student records on site
- took up to four days of on-site and off-site work
Business processes and funding
In NSW and the ACT we followed with a business process audit. We walked through the end-to-end processes used to meet the Smart and Skilled contract (eligibility, enrolment, training plans, delivery, reporting and record keeping) and tested them against operational, staff and student records. Findings covered good practice as well as risk.
Assessment validation
We also validated the assessment tools for the provider’s flagship trainer program, module by module, with a validation and mapping report for each module.
What the client received
- A national audit report and a separate report for each region, with every finding rated low, medium or high risk, the evidence sighted and a practical strategy to address it
- Debriefs with national and regional staff
- Ongoing compliance support, first on call and later through a monthly retainer
Measuring every region against the same baseline gave the national team a consistent picture of practice across the country, and showed where to focus first.
Client details are withheld. This case study describes the scope and approach of the engagement.