Building Consent Authorities (BCAs) play a critical role in ensuring the safety and compliance of building work in New Zealand. As such, it is essential that they maintain high standards of quality assurance. One key aspect of quality assurance is continuous improvement, which should be integrated into their Quality Management System (QMS) and documentation.

Continuous improvement is a systematic approach to identifying and implementing incremental changes to improve processes, products, or services. It involves constantly reviewing and analyzing current practices and outcomes and making adjustments to achieve better results. In the context of BCAs, continuous improvement should be an integral part of their QMS.

What does Continuous Improvement look like within a QMS?

Continuous improvement within a QMS should follow a structured process to ensure that improvements are made consistently and effectively. Here are some key elements of continuous improvement within a QMS:

  1. Establish a culture of continuous improvement: Continuous improvement should be a fundamental aspect of the BCA’s culture. Employees should be encouraged to identify areas for improvement, and regular training and communication should be provided to promote a culture of continuous improvement.
  2. Define quality objectives: BCAs should establish quality objectives that are measurable and aligned with their strategic goals. These objectives should be regularly reviewed to ensure that they remain relevant and achievable.
  3. Measure and analyse performance: BCAs should establish a set of performance indicators to measure their performance against their quality objectives. These metrics can include things like time taken to process consent applications, the accuracy of inspections, and customer satisfaction levels. Data should be collected regularly and analysed to identify areas for improvement.
  4. Identify opportunities for improvement: Using the data collected, BCAs should identify areas for improvement. This can involve analysing trends, identifying common issues, or conducting root cause analyses to understand the underlying causes of problems.
  5. Develop solutions: Once the BCAs have identified areas for improvement, they should develop solutions to address them. These solutions should be data-driven, evidence-based, and focused on achieving specific outcomes. BCAs can use a range of improvement methodologies, such as Lean Six Sigma, to help them develop and implement solutions.
  6. Implement and monitor: Once the BCAs have developed solutions, they should implement them and monitor their effectiveness. This can involve tracking performance indicators to ensure that improvements are being achieved, conducting regular reviews to identify new opportunities for improvement, and making adjustments as necessary.

What is not Continuous Improvement?

There are some common misconceptions about what continuous improvement is and what it is not. Here are some things that some people mistakenly think are continuous improvement:

  1. Ad hoc fixes: Ad hoc fixes are not continuous improvement. While they may address a specific problem, they do not involve a systematic approach to identifying and addressing underlying issues.
  2. One-time events: One-time events, such as training sessions or workshops, can be useful for building skills and knowledge. However, they do not constitute continuous improvement unless they are part of a broader process of ongoing improvement.
  3. Documentation updates: While updating documentation is an essential part of managing a QMS, it is not continuous improvement in and of itself. Documentation updates should be driven by the identification of areas for improvement and should be accompanied by changes to processes and procedures to ensure that improvements are made.


Continuous improvement is a critical aspect of quality assurance for Building Consent Authorities in New Zealand. It involves a structured process of measuring, analyzing, and improving performance, with a focus on achieving specific outcomes. By integrating continuous improvement into their QMS and documentation, BCAs can ensure that they are providing the best possible service to their customers while maintaining high standards of safety and compliance.