Orchestration of quality

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  • 1. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT LEARNING TO SEE WITH THE EYE OF HENRY DUNANT “Orchestration of Quality – Principles in Practice” workshop manual low resolution version To be used in conjunction with 100 Haiku (springboards for thought and action for the volunteer) © annie.meharg@wanadoo.fr
  • 2. Quality: is it a heavy burden? Or a useful tool? And is it really measurable?
  • 3. Purpose The purpose of this workshop is to make participants think hard about the principles in practice. Please write notes or comments on the 14 drawings below, or better still draw pictures, cartoons or diagrams. Do not worry about the quality of the drawing – it is the content that matters Participants should construct examples illustrating “Principles in Practice” taken from their own experience, whether personal or observed. If possible they should include a positive aspect, and a contrasting negative aspect. For example if they have had a negative experience it is useful if they accompany it with what they would like to have happened. It is important to change the identity of people involved so that the actual experience can be recorded, and others can gain from it. If you do not agree with the 14 elements listed below as contributing to “quality”, change them, or add your own. We would be very pleased if you would email us your results. We have a powerpoint* presentation which goes into the issue of quality. It can be used as an introduction to this workshop. It also demonstrates how composite text-images can be used to explain complex concepts. * “Orchestration of Quality, introduction” can be sent to you on request from annie.meharg@wanadoo.fr
  • 4. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT ORCHESTRATION OF QUALITY Is our ensemble A concerted harmony Or a cacophony? QUALITY IS THAT WHICH CANNOT BE QUANTIFIED Trying to grasp a definition of what quality “is” is difficult. Quality is subjective, a matter of judgement, rather than objective, a matter of measurement. In practice it can be defined it as effectively responding to service users’ needs. The following elements are usually agreed to contribute to what “makes up” quality and as such have become “users’ rights”. (1) CHOICE AND INVOLVEMENT (2) COMPETENCE AND ACCURACY (3) EFFECTIVE ACCESS (4) EFFECTIVE REDRESS (5) EMPATHY (6) EQUITY (7) INFORMATION (8) RELIABILITY (9) REPRESENTATION (10) RESPONSIVENESS (11) SECURITY/SAFETY (12) TANGIBLE ISSUES (13) USER STATUS (14) PARTICIPATION © annie.meharg@wanadoo.fr
  • 5. Here is a matrix for your use to locate your own case studies and also those of the other participants. Try to achieve a good spread. Remember – you can add categories. 1 2 3 4 5 6 7 Humanity Impartiality Neutrality Voluntary Independence Unity Universality service 1 Choice and involvement 2 Competence and accuracy 3 Effective access 4 Effective redress 5 Empathy 6 Equity 7 Information 8 Reliability 9 Representation 10 Responsivenes s 11 Security and safety 12 Tangible issues 13 User status 14 Participation X Z Y 1 2 3 4 5 6 7 Humanity Impartiality Neutrality Voluntary Independence Unity Universality service Examples: Case studies shown in appendix below: X Case No1 Y Case No 3 Z Case No 6
  • 6. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box We deliver. In Emergencies: food, shelter, hope, Water, medicine. (1) CHOICE AND INVOLVEMENT WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 7. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box We stop hunger. Here And now and for tomorrow, Helping rebuild lives. (2) COMPETENCE AND ACCURACY WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 8. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box Seeing beyond Clothes, religion, race, culture To life’s beating heart. (3) EFFECTIVE ACCESS WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 9. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box Have you come here to Tell me what I need or to Ask me what I want? (4) EFFECTIVE REDRESS WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 10. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box The tone of your voice Can offer more shelter than The refugee tent. (5) EMPATHY WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 11. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box Strong navigator – Not swayed by fear or favour – On course through the maze. (6) EQUITY WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 12. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box We teach. We explain Humanitarian law For every nation. (7) INFORMATION WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 13. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box Say what you mean and Mean what you say. In that way We know where we are. (8) RELIABILITY WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 14. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box The flower of action – Once plucked by officialdom – Will wither and die. (9) REPRESENTATION WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 15. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box The touch of your hand Can communicate hope if You have hope to give. (10) RESPONSIVENESS WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 16. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box We bring hope. We reach Behind locked doors and become The prisoner’s friend. (11) SECURITY/SAFETY WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 17. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box There is no merit To be found in grey walls, sour Faces, tasteless food. (12) TANGIBLE ISSUES WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 18. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box A human being Is never an object or A means to an end. (13) USER SATUS WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 19. A TOOLBOX FOR THE HUMANITARIAN MOVEMENT WORKSHOP: ORCHESTRATION OF QUALITY Draw pictures, diagrams, write or type words, stories inside the box We can only travel On bridges built from Both sides of the river. (14) PARTICIPATION WRITE OR TYPE TEXT OR KEY WORDS HERE © annie.meharg@wanadoo.fr
  • 20. APPENDIX Quoted from ICRC case studies X Case No. 1 Question A major daily newspaper offers a National Society that is about to commemorate an anniversary the opportunity to present some of its members. The Society's executive board selects an ambulance driver who has been an employee for over 15 years. However, other, unpaid members are opposed to this decision. They argue that as a paid employee the driver does not truly represent the National Society since his status is not consistent with the principle of Voluntary Service. Do you support the board's decision? What do you think of the unpaid members' arguments? Case No. 1: Suggested answer The Principle in question is that of Voluntary Service. The work of the Red Cross has always consisted in providing disinterested aid and assistance, and this remains the case. Thus, all the activities of Red Cross and Red Crescent workers, and thus of the institution as a whole, are carried out in the sole interest of the victims. The Principle of Voluntary Service does not necessarily mean that people are not paid for their work. The nature of the Movement's activities and its need for professional expertise require the constant availability of specialists. In the present case, the fact that the driver is paid is irrelevant. The important question is whether or not he carries out his duties in a truly disinterested spirit --------------------------------------------------------------------------------------------------------- Y Case No. 3: Question During a relief operation to assist earthquake victims, a National Society employee discovers a personal friend with a broken leg. Although other victims are more seriously injured, the employee gives attention first to his friend and takes him to hospital. When he is criticized for this, he replies that his friend was injured and needed help and that in any case he would not have been able to assist all the victims. Would you accept the employee's argument? What Principle(s) would you say he transgressed or respected? Case No. 3: Suggested answer The employee did not act in accordance with the Principle of Impartiality. He behaved in a most human way, since we all have a tendency to be particularly
  • 21. sensitive to the suffering of those who are close to us, either emotionally or physically. However, the Principle of Impartiality implies an obligation to provide assistance in proportion to the degree of suffering and the urgency of the need (proportionality). And if there is one rule that should be respected in such a case, it is indeed the one concerning the urgency of the need. The challenge is to "depersonalize" humanitarian activities - not because this is desirable in itself but because it is a way to inspire confidence in the Movement by showing that we are willing to respect our Principles even when it is personally difficult for us to do so. The priority is to provide assistance to those who need it most. A fractured leg may be temporarily splinted whereas other injuries require evacuation without delay. --------------------------------------------------------------------------------------------------------- Z Case No. 6: Question The road leading from Gibus, the capital of Civilago, to Nicolito passes through a combat zone which neither the army nor the guerrillas fully control. ICRC and National Society vehicles regularly use it in the course of their work. Wounded soldiers and guerrillas sometimes come to the road to be picked up and driven to the nearest hospital, but they generally carry weapons and whether they belong to the regular army or to the guerrillas they refuse to part with them on the way to hospital. In your opinion, what should be the first reaction of the Movement's representatives? Should they agree to transport these wounded combatants with their weapons? What difficulties would they be exposing themselves to if they did and what Principle(s) would be transgressed by acting in such a manner? Case No. 6: Suggested answer The mission of the Red Cross leaves little choice to those who serve it. They may not pass by wounded combatants without stopping. If the combatants can be cared for on the spot the problem is easily solved. If, on the other hand, their condition requires them to be taken to a hospital, the Red Cross must do this. But the wounded must leave their weapons behind. Another solution might be to have them taken by a neutral vehicle (not belonging to the Red Cross), which would have to follow the ambulance at a considerable distance. Vehicles and their occupants transporting wounded and armed combatants may be considered military objectives and targeted. They are transgressing the Principle of Neutrality.
  • 22. example from National Health Service UK visualisation project: PLANNING FOR BETTER HEALTH USERS RIGHTS/QUALITY MANAGEMENT © annie.meharg@wanadoo.fr 13. USER STATUS Users should be given respect and feel respected. Users should be perceived as people with needs and rights rather than people with problems, or worse just problems. Users should be perceived as people who have already paid, and/or who are already paying for the service, not as people who are getting a free service. The service is free at the point of delivery. Staff should be trained to explain everything to users.