AOQ Webinars

Welcome to the Australian Organisation for Quality, the national association for people who work in quality.

We help our members achieve personal and professional excellence in their roles and interests in quality.

AOQ is Australia’s national quality member organisation. It’s led by members, for members – quality practitioners like you. AOQ provides connections with like-minded people, engagement with people for whom quality is a passion. Professional support to help you be your best. Information you can rely on. Resources you can call on.

One of the services we offer is webinars on topics of interest to our members. These include both premium (paid) and free webinars. Our most recent webinar recordings are below for you to enjoy.

Premium Content

These webinars were paid events. Click through using the purchase link to obtain a password for access. Those who paid at the time will have already received their password for the replay.

Free Content

AOQ regularly holds webinars on topics of interest to quality professionals. They were free to attend when they occurred, and you are welcome to watch them now for free as well. Enjoy!

Premium Content

Speed Networking - Perth Café Quality

Learn more about your colleagues and find opportunities to connect and collaborate.

Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

Facilitation in an Online World

Learn how to be an effective facilitator of online meetings and workshops. David Jago will present the What, How & Why of effective online meetings.

Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

PRESENTER – David Jago

I help my clients build their capability to enable all their stakeholders to participate in key project conversations.

Critical aspects of this are:
✔︎ Start with what you already have.
✔︎ Build competence and confidence to design and run efficient and effective processes.
✔︎ Proven, practical, adaptable strategies.

I both do and teach. Each part keeps the other sharp.

Over 20+ years, I have helped a really diverse range of clients from many different project environments:
✔︎ Management, construction, IT, OD, HR, community services
✔︎ Business, government, not-for-profit
✔︎ Australia, India, China, Philippines, Vietnam, Timor Leste

This depth, diversity and flexibility means I will always find a way to help you.

Asking Better Questions for Better Quality and Coaching Outcomes

Questions are not just sentences with question marks at the end! Questions are amazingly powerful to enable better outcomes in so many contexts. Just imagine, “what if” asking the right questions can get better coaching outcomes for us as quality professionals?

Most people are not aware of the benefits of questions, or how to be a better questioner.

In this challenging and thought-provoking short seminar, Lindsay Tighe will enlighten us quality professionals as to:

  • Why questions can be so powerful in enabling better outcomes
  • What makes a question a better question
  • Some simple tools and strategies to use in practice to achieve better coaching outcomes
Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

PRESENTER – Lindsay Tighe

Lindsay has been passionate about asking Better Questions for over 20 years. She first developed this passion when she trained as a coach after leaving her leadership role in the corporate world and now you cannot stop her talking about the benefit of questions!

Generally, people do not appreciate the power of good questions and so Lindsay has now published nine books on the topic as well as developing an App providing a toolkit of good questions and lots of other resources which can be found on her website

She regularly talks at conferences and events and, as well as appearing on Channel 7’s Sunrise, she has been featured in many national publications.

Information Security for the Quality Professional

How important is information security to your quality management system?

Has your organisation identified their risks, assessed the implications and put in place systemised controls to limit security breaches?

It’s becoming ever more important, with a growing cross-over between the topics. As we come to rely more heavily on information technology, the security of that information is becoming a vital component of a quality management system.

Basically, we want our information to:

  • Only be accessed by the right people (Confidentiality)
  • Only be changed by authorised people or processes (Integrity)
  • Be available to read and use whenever we want (Availability).

These 3 principles are often referred to by the acronym CIA (yes, there’s a joke in there somewhere).

The CIA triad of principles forms the basis of information security.

Organizations are trending to implement an ISMS (Information Security Management System) based on the requirements of ISO27001. Even when that is not the case, our increasing reliance on information technology means the security of that information is becoming an important consideration for other management systems – such as those for ISO9001 Quality.

This discussion introduces ISO 27001 and also considers the relevance of information security to a quality management system based on ISO 9001.

Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

PRESENTER – Alan M. Jones

Alan M. Jones is the CEO of Qudos Management Pty Ltd (Australia) and Managing Director of Qudos Certification Limited (UK).

He is a qualified lead auditor for ISO 9001 Quality, ISO 14001 Environment, AS/NZS 4801, ISO 27001 / CSA Star Information Security. He has conducted certification audits for many years and mentored / evaluated numerous certification auditors.

As a Software Application Developer he has led a team of content specialists and software developers to produce the Qudos 3 software application for integrated management systems.

As a Management consultant, he has developed and implemented quality management systems through to ISO certifications for numerous organisations. He has conducted Internal auditor training for over 15 years.

He has a BA degree in Management and Technology and is a qualified electrical / electronics engineer.

23rd June 2021

Why you DO have to think about legal requirements in ISO 9001

There’s a view many people have, that in an ISO 9001 Quality management system, you don’t have to worry about compliance to legal requirements. Or not much anyway.

In this webinar, Jeff Ryall dispels that myth, and shows how ISO 9001 places legal requirements right at the core of your management system.

This webinar explores the kinds of legal requirements you need to consider, their place in the process approach, and how to implement legal compliance into your ISO 9001 system in a way that’s both simple and effective.

PRESENTER – Jeff Ryall, AOQ Director & RelianSys® founder

Jeff Ryall is widely regarded as one of Australia’s thought leaders in Quality Management, with special emphasis on Governance automation and best practice application. His deep experience and accomplishments in the Quality field, with particular focus on risk and compliance management enable him to speak with authority and insight on this subject area. Working with leaders and managers in the highly regulated sectors across Australasia and beyond, he guides people to transform their approach to strategic and operational governance. How? By embracing a holistic approach integrating strategy, culture, and process.

Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

He established RelianSys to provide the missing component of good governance – effective automation tools that enable strategy to be actioned, culture to be strengthened, real visibility to be obtained, and productivity to be achieved. Literally, transforming governance.

Jeff’s experience in governance, compliance, and risk, in the government, commercial and not-for-profit sectors spans around 35 years.

He’s involved in lots of ways to influence the strengthening of Governance capability in Australia, including as past President and current Director of the Australian Organisation for Quality, and as AOQ’s representative on the Governance Technical Committee of Standards Australia.

Jeff has co-authored or contributed to 4 books on the subject, including the popular “Quality Systems Handbook”.

14th April 2021

Learn Practical Hacks or Tips to Improve Your Risk & Opportunity Assessments

Are you concerned that your organisation’s current methods of assessing Risks and Opportunities are not reliable, consistent and adequate processes to provide better informed decision-making?

This webinar reveals and explains practical “hacks” or tips for improving R&O assessment approaches and “how to” tools which you can integrate with, or replace some of your existing R&O Management processes. You will learn practical tools which address a range of issues – including

  • how to avoid pitfalls when facilitating or participating in an R&O Assessment
  • using the Delphi Technique in team assessments
    factors affecting under – / over – estimating likelihood / probability
  • who needs to be members of a risk assessment team
  • how to better understand and distinguish between incidents, risks, opportunities
  • eliminate arguments about severity / magnitude of consequences
  • demystifying ROBT Risk & Opportunity Based Thinking
  • clarifying the relationships between risk/uncertainty and opportunity/certainty
  • models for understanding Uncertainty and Complexity
  • the types & values of verbal and graphical R&O descriptions, statements and questions
  • analysis of effectiveness of existing risk controls / opportunity enablers BEFORE estimation of current residual Likelihood
  • the use of sequential levels of risk estimation – qualitative / semi-quantitative / quantitative
  • the nature & benefits of essential communications before / during / after an R&O Assessment
Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

PRESENTER – Jim Whiting

J.F. (Jim) Whiting
MSc (Biophysics) Dip Ed, [Qld]; MSc (Biomedical Engineering), [Surrey UK]; CPEng, MACPSEM, NER
Partner & Risk Engineer, Soteris Pty Ltd
Senior Lecturer Medical Physics & Bioengineering QUT
National CEO National Safety Council of Australia
National Chair, Risk Engineering Society
Extensively experienced in consultancy & training in risk analysis, causal analysis, ergonomics and management systems

30th March 2021

Lessons Learnt and Root Cause Analysis

The session provided typical examples of lessons learnt across industries, including supply chains, and provided basic knowledge for performing Root Cause Analysis. It  also highlighted defect trending and common issues within multiple industries.

This event covered the following aspects of root cause analysis:

  • High level overview of incidents and impact
  • Incident/ NCR  prioritisation – Choosing the right issues to meet objectives.
  • Typical examples applied to Projects and Assets.
  • What are the common issues across multiple industries?
  • Phases of RCA – root cause analysis – Problem statement, Cause analysis and Solution development and implementation.
Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

PRESENTER – Suresh Prabhakaran, WA Chapter Lead

24th November 2020

Facilitation: Making Visible the Invisible

In this session, David shared his tips ‘n’ tricks on what really makes facilitation effective, the value of surfacing and harnessing underlying intentions and other drivers, as well as encouraging people to work with emergence rather than just taking shortcuts to action.

PRESENTER – David Jago

David Jago
Project Facilitation Whizz

17th September 2020

Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

The Human Factor in Risk & Opportunity Management

It might seem obvious, but if humans are involved in a process then human factors come into play. But what really are human factors and how do they impact the success or failure of a process or system? When something goes wrong, is it about a human error or a human factor?

Join Jim Whiting as he explores the topic of human factors and discusses how they tie into Risk and Opportunity Management. With an extensive career in risk management, causal analysis and management systems, Jim has a wealth of practical knowledge that he shared with everyone.

Across the session Jim discussed:

  • Should “human error” in relation to a quality incident/risk be regarded as a cause or as a consequence?
  • In Quality R&OM, are humans regarded as the “problem” or the “solution”?
  • Compare WAI – work as intended, with WAD – work as done and why can they be different?
  • What is an approved shortcut?
  • What is a Risk & Opportunity Conversation [ROC Talk]?
Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

This was a very interesting and thought provoking session that gave everyone greater insights into just how much human factors influence the work that we do.

PRESENTER – Jim Whiting

Jim Whiting
Partner & Principal Risk Engineer at Soteris Pty Ltd

26th August 2020

Situational Quality Solutions

Six Sigma, Lean and ISO9001 are all great quality management system models.

In addition, the Australian Business Excellence Frame work has its merits, but many quality professionals have limited understanding on how its principles support continual improvement

Heather Falckh’s experience and understanding of the different quality models and her specialisation in the Australian Business Excellence Framework will help you understand what works well in varied situations.

PRESENTER – Heather Falckh

Heather Falckh is a business excellence and process improvement specialist with more than 25 years’ senior management experience in large and medium size organisations. 

She has worked in a variety of industries and has recently established her own consultancy business, Co-Improvement.

Heather has a passion for facilitating groups, using continuous improvement techniques and helping people to manage change. She enjoys getting the best outcomes from people by helping them to work as an effective team. Her experience also includes development of strategic plans and performance measures, project management, change management and use of a variety of improvement tools and strategies

Restricted Content
To view this protected content, enter the password below:

Don’t have a Password?

Heather specialises in helping improvement practitioners to be effective and has developed a unique framework based on experience and research.

Heather is an Australian Business Excellence Awards Evaluator and volunteer company secretary for Business Excellence Australia. Her qualifications include a Bachelor of Economics and Graduate Certificate in Business Excellence.

Heather has worked in a range of public and private organisations including Commonwealth Bank, Advance Bank, Australia Post, AGL electricity, Transurban City Link, Department for Communities and Social Inclusion, UniSA, City of Marion and City of Unley.

LinkedIn Profile

22nd July 2020

Free Content

10 Tips for an Outstanding Management System

The topic covers ten essential elements of a successful management system for ISO 9001 Quality, ISO 14001 Environment, ISO 45001 OHS or ISO 27001 Information Security. The event includes a discussion on the 10 Tips followed by a Q&A Session. Complimentary resources will be made available to attendees comprising the 10 tips ebook and guides to various ISO standards.

PRESENTER: Alan M. Jones

CEO of Qudos Management Pty Ltd (Australia) and Managing Director of Qudos Certification Limited (UK)

He is a qualified and experienced lead auditor for ISO 9001 Quality, ISO 14001 Environment, ISO 45001 OHS, ISO 27001 / CSA Star Information Security. He has mentored/evaluated numerous certification auditors.

As a Software Application Developer, he has led a team of content specialists and software developers to produce the Qudos 3 software application for integrated management systems.

As a management consultant, he has developed and implemented quality management systems through ISO certifications for numerous organisations. He has conducted Internal Auditor training for over 15 years.

He has a degree in Management and Technology and is a qualified electrical/electronics engineer.

Alan M. Jones | LinkedIn

Systemic Issues in the Aged Care Sector

The quality of services and safety of aged care organisations have been a hot topic in the media and politics in recent years. Care, dignity and respect have been discussed as part of a ‘once in a lifetime’ opportunity to get aged care right. How can a Quality Management System uplift the management systems to provide a better aged care experience?

Our guest presenter Cynthia Payne will share her experience of the 2021 Royal Commission findings, key recommendations and what implications it has for traditional quality management approaches in human service organisations.

PRESENTER: Cynthia Payne

Cynthia Payne is a 30 year veteran of the sector. With several significant long term executive roles under her belt, Cynthia founded Anchor Excellence in 2018. In Nov 2019 Cynthia was called as a witness to the Hobart hearing of the Royal Commission and between 2019 and 2020 Cynthia fulfilled the statutory appointed role as National Administrator for BUPA.

Anchor Excellence to date has supported 22 Sanctioned/NTA services, directly supplied over 2300 leaders with specific training including the highly regarded Compliance Essentials – Key personnel program. She is a passionate advocate for an aged care system we can all be proud of and one that is ultimately framed by the lived experience of older Australians. All of Cynthia’s clients – large and small, attest to her complete commitment to enabling leaders and calling out what needs to be said and done for a sustainable and excellent organisation.

Anchor Excellence is today a 15 strong team of leaders working with Boards, Executives and Managers across a diverse range of needs including NDIS and Home Care.

27th April 2021

Mastering Quality Management

Dr Matthew Rathinam has recently published an essential reference for any Quality practitioner or person who wants to catapult their business to new heights. “Mastering Quality Management – 7 Principles to Revolutionise your Business”. It contains all the elements we need to know about maintaining and excelling the quality of products and services

Join us for a conversation with Ravi Fernando and Leon Zhang as they interviewed Matthew about his latest book. You’ll hear about what inspired him to write the book, key theories and tools covered in the book and his own experiences in implementing quality principles. Hear firsthand from the author and AOQ’s very own book reviewer.


Ravi Fernando
Liangliang (Leon) Zhang
Dr Matthew Rathinam

Copies of Matthew’s book are now available through AOQ for just $22,  Go to the AOQ shop and purchase your own copy.

25th February 2021

Enhancing Contractor and Supplier Performance

The session covers the following topics:

  • What are our top supplier goals and challenges in meeting KPIs?
  • Supplier/contractor quality requirements and communication. Is it well defined and complied with by contractors and suppliers?
  • Opportunities for supplier transformation available during concept select, define, execute, and operate phases for product, project/assets.
  • Focussed improvements for standardisation, optimisation, and digitisation that can add valuable outcomes.

PRESENTER – Suresh Prabhakaran

10th December 2020

The 3 Needs of a Quality Professional

During this period of lockdown, resilience will take you above and beyond but how to develop it? Leon Zhang shared his learnings along with an evening of networking, reflection and thoughts sharing. 

PRESENTER – Leon Zhang

22nd October 2020

Quality in the New Normal

This webinar brought together a panel of experts in Quality in the Health Care sector. Ranging from Pathology, General Practice to Aged Care, our panellists shared their insights into how quality is faring in the current times in a sector which is significantly under stress. What are the successes and what are the challenges? They discussed important and useful information for all quality professionals in terms of what can be done for overcoming challenges we will all face in the New Normal.

PRESENTERS: Dr Tony Badrick, Dr Paul Mara, Susan Badman and Cynthia Payne

24th September 2020

Dr Tony Badrick is the CEO of RCPA QAP Pty Ltd, an organisation conducting quality assurance programs for the pathology industry. RCPA QAP is also a NATA accredited proficiency testing provider. Tony has extensive experience in the pathology industry and holds a PhD in Quality Management in Healthcare and another in Pure Maths.

Dr Paul Mara is a General Practitioner with a particular interest in rural medicine and quality of these services, as well as being the founder and Managing Director of Quality Practice Accreditation. QPA is one of the accreditation bodies responsible for accreditation of general practices in Australia.

Susan Badman is the Quality Manager, Pathology for the Sydney Children’s Hospital Network, Westmead Campus. Susan is responsible for implementing and monitoring the quality management for The Children’s Hospital at Westmead, Pathology.

Cynthia Payne is the Managing Director of Anchor Excellence, a national consulting firm specialising in business excellence and Aged Care services. Cynthia has extensive experience leading a major aged care service organisation and under her leadership the organisation was recognised on three separate reviews for global excellence using the Australian Business Excellence Framework.

“Delighting Stakeholders”, or “Hell Hath No Fury Like a Stakeholder Scorned!”

Martin explored the topic of stakeholders – how to recognise them, how to manage them, and the consequences if you don’t. This was based on the panel presentation Martin gave to the APQO Conference in Bali, Oct 2019.

PRESENTER – Martin Andrew

Dr Martin Andrew, AOQ Ltd Board Member, has worked with stakeholders in all the stages of his career – student politician, agricultural researcher, University academic, environmental consultant, ISO auditor and Company Director.

7th May 2020