The importance of the involvement of staff

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SIGMA's workshop on Quality Management in Public Services made participants aware of key elements in quality management and will enable them to apply these approaches in their daily role within the Government. The workshop will also encourage team work and peer learning across the public organisations in Croatia.

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The importance of the involvement of staff

  1. 1. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Zagreb, 22-23 May 2014 Ana Andrade, Sigma expert Staff involvement: Self- assessment based on the CAF
  2. 2. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU The CAF MODEL 1
  3. 3. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Focus – People Criteria 2
  4. 4. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU WHAT IS AN Action Plan? WHAT IS AN ACTION PLAN? • A document containing a plan of tasks, allocation of responsibilities, goals for the implementation of the project (e.g. targets/deadlines) and resources needed (e.g. hours, money). This A P is one of the main goals of the CAF self- assessment effort and also the means to feed vital information to the strategic programming system of the organization. It must achieve an integrated plan for the organization to upgrade its functioning as a whole. Specifically the core logic of the report is that: 1. It is an integrated systematic action planning for the whole span of the organization's functionality and operability. 2. It comes as a result of the self-assessment report, ◦ based upon evidence and data provided by the organization itself and – absolutely vital – from the view of the people from the organization. 3. It builds on the strengths, addresses the weaknesses of the organization and responds to each of them with appropriate improvement actions. Action Plan Purpose
  5. 5. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU HOW? Prioritize areas of improvement 1. COLLECT IDEAS for improvement from the self- assessment reports and collate these ideas for improvement under common themes; 2. ANALYSE THE AREAS FOR IMPROVEMENT AND SUGGESTED IDEAS then formulates improvement actions taking into account the strategic objectives of the organization; 3. PRIORITISE THE IMPROVEMENT ACTIONS USING AGREED criteria to calculate their impact (low, medium, high) in the improvement areas, such as: • strategic weight of the action (a combination of impact on the stakeholders, impact on the results of the organizations, internal/external visibility); • ease of implementation of the actions (looking into the level of difficulty, the resources needed and the speed of realization); 4. ASSIGNS OWNERSHIP to each action as well as a time schedule and milestones, and identifies the necessary resources
  6. 6. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Actions Prioritisation- use of a structured approach The process for building an improvement plan could be structured as follows: the management, in consultation with relevant stakeholders, employees and other Low Medium High Easy Implemen t Medium Low Not too much effort easeofimplementationof theactions (lookingintothelevelofdifficulty,the resourcesneededandthespeedof realization) strategic weight of the action (a combination of impact on the stakeholders, impact on the results of the organizations, internal/external visibility);
  7. 7. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Action Plan - Applied to C2E- example action N.º ACÇÃO SUBCRITÉRIO CAF HORIZONTE EXECUÇÃO IMPACTO CAPACIDADE PRIORIDADE ESTADO ACTUAL 1 ELABORAÇÃO EDIVULGAÇÃO DA CARTA DE MISSÃO DO IGFSE 1.1. MP 9 MESES 5 5 ALTA 2 DEFINIÇÃO DEPROCESSO DEAUDITORIA INTERNA 2.2 MP 9 MESES 5 5 ALTA 3 LEVANTAMENTO DEPROCESSOS E DESENVOLVIMENTO DEMANUAIS DE PROCEDIMENTOS 4.3 MP 9 MESES 5 5 ALTA 4 FORMAÇÃO/ SENSIBILIZAÇÃO NA ÁREA DA QUALIDADE- 1ª FASE 3.2 CP 6 MESES 3 3 MÉDIA 5 ELABORAÇÃO EDIVULGAÇÃO DEUM MANUAL DE ACOLHIMENTO DO IGFSE 3.2 CP 6 MESES 3 3 MÉDIA 6 AVALIAÇÃO DA SATISFAÇÃO DECOLABORADORES 7.1 CP 6 MESES 3 3 MÉDIA 7 APROXIMAÇÃO AOS REQUISITOS DA NORMA ISSO 27001 - SISTEMAS DEGESTÃO DA SEGURANÇA DA INFORMAÇÃO 4.5. MP 12 MESES 5 3 ALTA 8 APROXMAÇÃO A REQUISITOS DE RESPONSABILIDADESOCIAL EAMBIENTAL PARA POTENCIAR O ENVOLVIMENTO DO IGFSEEM ACTIVIDADES SOCIAIS ELOCAIS, NUMA PERSPECTIVA NÃO FINANCEIRA 8.1 MP 12 MESES 5 3 MÉDIA 9 MELHORIA NAS INSTALAÇÕES DO IGFSE, NA PERSPECTIVA INTERNA EDERELACIONAMENTO COM O EXTERIOR 7.2 - 8.2. MP 12 MESES 3 3 MÉDIA improvement action IGFSEschedule
  8. 8. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU 1. Identification of Vision Mission and Values
  9. 9. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU 2. Identification of processes and procedure manuals(process approach–ISO9001) Performance Indicators TOTAL ESFORÇO DE CONTROLO EQUAL 7,60% 7,30% 7,30% 7,08% 7,08% 7,08% 7,08% 6,81% 6,81% 7,29% 7,29% 7,08% 0,00% 1,00% 2,00% 3,00% 4,00% 5,00% 6,00% 7,00% 8,00% 9,00% 10,00% Jan-06 Fev-06 Mar-06 Abr-06 Mai-06 Jun-06 Jul-06 Ago-06 Set-06 Out-06 Nov-06 Dez-06 Meses Taxa TOTAL ESFORÇO DE CONTROLO PRODEP 7,61% 7,67% 7,67% 8,00% 8,00% 8,05% 8,05% 8,05% 8,05% 8,10% 8,10% 8,02% 0,00% 1,00% 2,00% 3,00% 4,00% 5,00% 6,00% 7,00% 8,00% 9,00% 10,00% Jan-06 Fev-06 Mar-06 Abr-06 Mai-06 Jun-06 Jul-06 Ago-06 Set-06 Out-06 Nov-06 Dez-06 Meses Taxa
  10. 10. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU 3. Internal audits ( ISO 9001) ….other improvement actions Committed to Excellence - C2E Site visit Recognition C2E Responsible to carry the site visit considered that certification could be an easy step now and that we should apply to the Recognised to Excellence CAF , IS0 9001, EFQM BSC SA8000
  11. 11. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Form small groups ( 4 participants) In your group choose one organization Explain to the others what your organization does related to this examples ( Criterion 3.2 – examples 1-4) • What evidence do you have for demonstrating your answers? • What are the STRENGTHS ? • What are the IMPROVEMENT OPPORTUNITIES? • DRAW 2 IMPROVEMENT ACTIONS IN PEOPLE CRITERION • PRIORITIZE Group exercise
  12. 12. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU “The path is made by walking” Thank YOU!

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