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
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
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.
