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IntroductionIntroductionMapping approaches toMapping approaches to

quality management in thequality management in thepublic sectorpublic sector

Seminar on“Quality Manager in the Public Sector”

Romania, 10-20 March 2008

Ana Andrade, PortugalAna.Andrade@igfse.pt

The organisation of the seminar

Day 1: Quality MANAGEMENTDay 2: Quality ASSURANCE

Without quality management there isno need to do quality assurance!

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ISO

ISO

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CAF

CAF

Models

There is no single best quality assurance tool

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The focus of ISO 9001:2000

Customer orientation (the service user is at the centre)

Process-oriented approach/process management

Continuous improvement of processes and the management systems

General features of the new ISO series

• ISO 9001: 2000: revised quality assurance system (replaces former ISO 9000, 9001, 9002 and 9003 standards of 1994) and provides framework to integrate more specialised ISO norms (environment, work and safety, etc.)

New features of the revised 2000 series

• less documentation• more attention to results, in particular measurement of customer

satisfaction• more focus on commitment of managers • more focus on staff participation • ISO 9004:2000 – recommendation of self-assessment (to go beyond

external certification and strive for continuous improvement)

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Preconditions and benefits of a certification• What needs to be in place (basics of a performance management system)

– Vision, strategy, action plan– Quality policy for staff (e.g. a code of conduct on quality)– Clear idea of the legal framework (laws, regulations, etc.) – Handbook of the agency with a description of processes, forms, checklists,

etc.

• Benefits of a certified management system– Processes are clearly structured, less interfaces– Clear definitions of responsibilities of staff (insure that other staff can perform

tasks)– Continuous improvement > external view (annual audits, comparisons,

etc.)

• Further developments– SQS 9004 and NPO-Label for Management Excellence– for best practice (within a TQM framework)

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How a certification works in practice

First briefings

Preparatory meetings with ISO staff

Preparatory meetings

Pre-audit

2x maintenance audit

Repeat audit(every 3 years)

Granting of certifaction

ReportCorrectionsVo

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Registration

Certification audit

Granting of certification

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Common Assessment Framework

Leadership

Human Resources

Management

Strategy and

Planning

Partnerships and

Resources

Process and Change

Management

People Results

Customer / Citizen-oriented Results

Society Results

KeyPerformance Results

ENABLERS RESULTS

INNOVATION AND LEARNING

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CAF - Objectives

– To introduce Quality Management– To work as a self assessment structure– To act as a bridge between different models– To insert some indicators that allow the comparison of

results– To allow benchmarking between organizations in EU– To be available , free of charge

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Self-Assessment Cycle

SELF-ASSESSMENT

IMPROVED RESULTSIMPLEMENTINGIMPROVEMENT

ACTIONS

STRENGTHS &AREAS FOR IMPROVEMENT

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Criterion 4: Partnerships and Resources

How the organisation plans and manages its partnerships and internal resources in order to

support its policy and strategy and the effective operation of its processes.

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Criterion 4: Partnerships and Resources

• SubCriterion – 4.1. Develops and implements key partnership relations– 4.2. Develops and implements partnerships with the

customers/citizens– 4.3. Manages knowledge– 4.4. Manages finances– 4.5. Manages technology– 4.6. Manages buildings and assets

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SCORE - Enablers Panel

0 No evidence or only anecdotal evidence of an approach.

1 An approach is planned P (plan).2 An approach is planned and implemented D (do).

3 An approach is planned, implemented and reviewed C (check).

4An approach is planned, implemented and reviewed on the basis of benchmarking data and adjusted accordingly A (act).

5An approach is planned, implemented, reviewed on the basis of benchmarking data, adjusted and fully integrated into the organisation.

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Organize the Process of Assessment

1. Gain Commitment of

the senior

management2. Appoint a CAF

project leader

3. Establish the assessment

group

4. Inform the team about what/how is

to be done

5. Communicate CAF self-assessment process

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Undertake consensus– In the process of arriving at consensus, a four-step method

may be used:1. Presenting the range of individual scores under each sub-

criterion, as well as the statistical mean of the individual assessments.

2. Identifying the significant points of consensus and difference.

3. Discussing the background to any significant cases of difference.

4. Attempting to reach consensus, possibly on the basis of a second assessment-round for selected criteria.

The assessment process

Undertake individual assessment

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Use The ResultsUse The Results

•Prioritise improvements•Develop and implement an improvement plan•Monitor progress and repeat the assessment

Share experience and bench learning