Human Resources
Operation QUEST
Operation QUEST is a Home Office sponsored programme to improve operational processes in the police service.
The first phase of QUEST took place with three forces (the Metropolitan Police, Merseyside Police and Suffolk Police) in 2006. This was a ‘proof of concept’ project to show that a change programme, which focused on improving the ‘nuts and bolts processes’, could succeed in the police service.
Following the success of the proof of concept project, QUEST 2 took place in 2007 with four forces (Avon and Somerset Constabulary, Cheshire Constabulary, Lancashire Constabulary and Thames Valley Police). QUEST 3 commenced in March 2008, working with a further three forces: Norfolk Constabulary, Sussex Police and Wiltshire Police. QUEST 4 kicked off in November 2008, working with the forces in Manchester, North Wales, Devon & Cornwall and West Yorkshire.
QUEST 5 is currently underway with Avon and Somerset, Manchester, Bedfordshire and West Yorkshire.
QUEST places a joint KPMG/Home Office consulting team in participant police forces for six months. This team is then complimented with officers from the constituent force, seconded to the project team.
QUEST sets out to:
- build capability within forces to undertake operational process improvement work. The skills transferred from KPMG / Home Office consultants to police officers who have joined the consulting team should have a lasting effect
- deliver sustained benefits
- build commitment to the mindsets and underpinning personal and organisational capabilities that are required to support operational process improvement within the force chief officer group.
QUEST helps police forces to rapidly lift their performance and effectiveness. Local ownership also helps to improve performance and encourage cost savings, which business areas can then reinvest.
The graphical overview of the story of QUEST 1-4 shows how the model has developed over time and who was involved at each stage.
How it works
Local staff and productivity improvement experts will be brought together in joint teams to work as senior responsible officers (SROs), under a local chief officer. Brisk baseline analysis and opportunity development leads to quantified implementation choices by 8-10 weeks. The combined consulting team then undertakes a rigorous, supported implementation, which leads to immediate performance improvement that is fully embedded locally in 6 months.
When forces focus on developing their skills - at both working and leadership level - they are better equipped to encourage change within their force. QUEST also gives leaders insight into the organisational humility and other key factors that form the essence of effective change management.
The result is a strong focus on those components of organisation management that create expectations for behaviour and performance. These include business performance management processes, governance arrangements, training and skill development, leadership behaviour and individual performance management practices.
Go Quest
Recent issues of Go Quest, the official newsletter of the QUEST Programme, are available here:
The May 2008 issue of The Sharp End carries a major article on Operation QUEST.
For further information about QUEST, please e-mail James Brady.
Presentations
Seven presentations from QUEST participant forces are available in the Efficiency and Productivity Forum (new window). 4 QUEST 2 forces and all 3 QUEST 3 forces:
- Avon and Somerset
- Cheshire
- Lancashire
- Thames Valley
- Norfolk
- Sussex
- Wiltshire
These presentations were developed by officers and process experts who have been involved in QUEST. They were commissioned for two QUEST events on 23 and 25 July 2008, (in Manchester and London respectively). The aim of these events was for forces who have not yet participated in QUEST to learn more about the process and to have the opportunity to speak to operational officers who have been through the QUEST process about their experiences.
To view the presentations, please log onto the Efficiency and Productivity forum (new window).
