The Future of Public Sector Quality Management

with CAF

The CAF External Feedback Procedure

2010

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Outline

1. The CAF model and its use in Europe

2. The four aims of the CAF model

3. The CAF External Feedback Procedure: why and what ?1. The need, aims & general principles2. The Pillars & the steps

4. The future

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1. The model and distribution

The CAF Model

LeadershipKey

PerformanceResults

Processes

People

Strategy & Planning

Partnerships& Resources

SocietyResults

Citizen/CustomerorientedResults

PeopleResults

ENABLERS RESULTS

INNOVATION AND LEARNING

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Distribution of the CAF: 1852 users

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0-10; 10-20; 20-50; 50-100; > 100

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2. The four aims of the CAF model

1. To introduce public administration to the principles of TQM and guide them, through the use and understanding of self-assessment, from the current “Plan-Do” sequence of activities to a fully fledged “Plan-Do-Check-Act” cycle;

2. To facilitate the self-assessment of a public organisation in order to obtain a diagnosis and definition of improvement actions;

3. To act as a bridge across the various models used in quality management, both in public and private sectors;

4. To facilitate bench-learning between public sector organisations.

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Phase 1: Launch of the CAF

Phase 2: Self-Assessment

Phase 3: Improvement Plan

ImplementationImprovements

Level of Motivation

Time

CAF External Feedback

From self-assessment of improvement to feedback

3.1. CAF External Feedback : Why ?

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Aims of the CAF External Feedback Procedure

1. Support the quality of the CAF implementation and its impact on the organisation.

2. Support and renew enthusiasm in the organisation for continuous improvement.

3. Find out if and to what extent the organisation is installing TQM values as the result of the CAF application.

4. Promote peer review and bench-learning. To facilitate organisations to learn from each other.

5. Reward organisations that started the journey for continuous improvement towards excellence in an effective way, without judging their obtained level of excellence.

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The general principles

The CAF External Feedback Procedure is a common European framework, to be implemented according to the national contexts on a voluntary basis.

The CAF External Feedback Procedure promotes feedback on the implementation of CAF and its effects on the organisation.

This feedback is given by peers and/or external experts.

The CAF External Feedback Procedure leads to the label of Effective CAF User (ECU) for 2 years – not the recognition or accreditation of an Excellent Organisation.

The CAF External Feedback Procedure is built upon 3 pillars.

The decision and responsibility for implementing the CAF External Feedback Procedure on the national level belongs to each Member State.

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3.2. The CAF External Feedback : What ?

The different pillars

Pillar 1

The process of self-

assessment

Steps 1-6 in the 10 step plan

Pillar 2

The process of improvement

actions

Steps 7-9 in the 10 step plan

Pillar 3

The TQM Maturity of the

organisation

CAF External Feedback Procedure

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Different steps in the CAF SA & Pillars 1 and 2

Phase 1 – The start of the CAF journey

Step 1: Decide how to organise and plan the self-assessment Step 2: Communicate the self-assessment project

Phase 2 – Self-Assessment Process

Step 3: Compose one or more self-assessment group(s)Step 4: Organise training for the self-assessment groupStep 5: Undertake the self-assessment following the 28 sub-

criteria (0-100) and justify by seeking consensusStep 6: Draw up a report describing the results of self-assessment

Phase 3 – Improvement plan/ prioritisation

Step 7: Draft an improvement plan, based on the accepted self-assessment report

Step 8: Communicate the improvement planStep 9: Implement the improvement planStep 10: Plan next self-assessment

PILLAR 1

PILLAR 2

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Pillar 1: The self-assessment process

The quality of the self-assessment: basis of the success for future improvements.

The self-assessment process is in the focus (steps 1-6).

For this purpose a questionnaire is developed for the assessment of these different steps. The questionnaire covers the 6 steps and is not meant to validate the scores given in the CAF self-assessment.

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Pillar 2: The improvement plan

Doing something with the results of a self-assessment

The focus on this second pillar (steps 7-9)

The steps all give a detailed look into the improvement plan, what is the quality of this plan, how is this composed, communicated and monitored.

The CAF External Feedback covers the planning and the process of improvement and is not meant to assess the results of the improvement actions.

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P R IN C IP L E S O FE X C E L L E N C E

R e s ul tso r i e ntat i o n

C i t i ze n /C us to m e r fo c us

L e ade r s hi p &c o ns tanc y o f

pur po s e

M anag e m e nt o fpr o c e s s e s &

fac ts

Invo l ve m e nt o fpe o pl e

C o nt i nuo usi m pr o ve m e nt &

i nno vat i o n

M utual l ybe ne fi c i al

par tne r s hi ps

C o r po r ates o c i al

r e s po ns i b i l i ty

Pillar 3 Towards a TQM culture

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Pillar 3 : Example of Leadership

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Steps in the CAF External Feedback Procedure

CAF and Application

CAF Self-Assessment and Improvement Plan 6-12 months later, application to the National Organiser

Self assessment on 3 pillars

Organisation carries out self-assessment on the 3 pillars

CAF External Feedback Actors

Document analysis by CAF External Feedback Actors Site visit by team of CAF External Feedback Actors

Feedback and ECU Label

The applicant organisation receives feed back If positive on 3 pillars: “Effective CAF User” Label

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4. The future

Member States are the owners: National Organisers

Training of CAF External Feedback Actors

Implementation of the CAF External Feedback

Study on the Use in 2011/2012

CAF

= self-assessment (diagnose against blueprint of excellence)

= improvement (growing towards excellence)

= feedback and recognition (learning, motivating, stimulating )

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The CAF External Feedback and “Effective CAF User” Label: Training on the Delivery of External FeedbackMaastricht, 1-2 March and 12-13 April 2010

CAF 2010 – Related Training

ContactPatrick Staes – Senior Expert

Nick Thijs – Lecturer

Ann Stoffels – Programme Organiser

European Institute of Public Administration (EIPA)

European Public Management Unit

EIPA CAF Resource Centre (CAF RC)

O.L. Vrouweplein 22 NL - 6201 BE Maastricht

Tel.: +31 43 3296 328/253/317

E-mail: caf@eipa.eu

Web: http://www.eipa.eu/CAF