Presentation given at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Module 1: The Common Assessment Framework (background, content and
process of implementation)
✓ Crash-course: CAF ABC
✓ Repetition of the major aspects in the process of applying CAF

3. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
3
1. Repetition: the ABC of CAF …and a bit of XYZ as well
2. Total quality Management context
3. CAF background and objectives
4. CAF Model
5. Processes & Phases

4. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
1. Repetitio est mater studiorum

5. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
The CAF Model

6. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
2. Let`s take one step back…
into the context of Total Quality Management
7

7. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
consumer
focus
producer
focus
Product Process Organization
Inspection
Control
Assurance
TQM

8. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
3. CAF background and objectives

9. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
4. The CAF Model

10. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
1.1 Provide direction for the
organisation by developing its
mission, vision and values
1.2 Manage the organisation, its
performance and its continuous
improvement
1.4 Manage effective relations
with political authorities and
other stakeholders
1.3 (NEW)
Inspire, motivate and
support the people
in the organisation
and act as a
role model
Results
6,7,8,9
Criterion 1:
Leadership

11. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
2.1 (NEW) Identify the needs
and expectations
of the stakeholders, the
external environment
and the relevant management
information
2.2 (NEW)
Develop
strategies and
plans based on
gathered
information
2.3 (NEW)
Communicate,
implement and
review
strategies and
plans
2.4 (NEW)
Manage change
and innovation
to ensure agility
and
resilience of the
organisation
Enabling
Criterion 9 - Key
performance
results
Criterion
2:Strategy
and Planning

12. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Criterion 3: People
(employees)
Employees are the best ambassadors of the
organization!
3.1 (NEW) Manage and improve
human resources
3.2 (NEW) Develop and manage
competencies of people
3.3 (NEW) Involve and empower
the people
and support their wellbeing
Enabling the criterion 7 - people oriented
results

13. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
4.1. (NEW) Develop and manage
partnerships with relevant organisations
4.2 (NEW) Collaborate with citizens &
civil society organisations
4.3. Manage finances
4.4. Manage information
and knowledge 4.5. Manage technology
4.6. Manage facilities
Enabling the criterion 6 –
citizens/customers oriented results
& 9 key performance results
Criterion 4:
Partnership &
Resources

14. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
5.1 (NEW) Design and manage
processes to increase value
for citizens and customers
5.3 Coordinate processes
across the organisation and with
other
relevant organisations
Enabling the Criterion 9
- key performance results
5.2 (NEW) Deliver products and
services for
customers, citizens, stakeholders
and society
Criterion 5:
Processes

15. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
The CAF Model
Let`s focus on the results!

16. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
CITIZEN/CUSTUMER ORIENTED RESULTS - 6
oriented
6. Citizen/Customer-
oriented Results
6.1 Perception measurements 6.2 Performance
measurements

17. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
PEOPLE (EMPLOYEES) ORIENTED RESULTS - 7
7.1 Perception measurements 7.2 Performance measurements
People-
oriented Results
7.1 Perception measurements 7.2 Performance
measurements

18. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
SOCIAL RESPONSIBILITY RESULTS - 8
8. Social responsibility results
8.1 Perception measurements 8.2 Performance measurements
8. Social responsibility results
8.1 Perception measurements 8.2 Performance
measurements

19. A
joint
initiative
of
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OECD
and
the
EU,
principally
financed
by
the
EU.
KEY PERFORMANCE RESULTS - 9
9. Key performance results
9.1 External results: outputs and public
value
9.2 Internal results: level of efficiency
9. Key performance results
9.1 External results: outputs
and public value
9.2 Internal results: level of
efficiency

20. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
4. The process of implementing CAF

21. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
PHASE 1:
Preparation & leadership
engagement
PHASE 2:
Diagnosis by
self-assessment
PHASE 3:
Setting-up improvement
actions
Major 3 phases

22. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Detailed 10 steps

23. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
> CAF PHASE 1
28

24. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Step 1: Decide how to organise & plan the self-assessment
Phase 1: The start of the CAF journey
▪ Assure a clear management decision in consultation with the
organisation
▪ Define the scope and the approach of the SA
▪ Choose the scoring panel
▪ Appoint a project leader

25. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Step 2: Communicate the self-assessment project
▪ Define and implement a communication plan
▪ Stimulate involvement of the staff in the SA
▪ Communicate during the different phases to all the stakeholders

26. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
CAF
PHASE
2
31

27. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Place your title here
Step 3: Compose one or more self-assessment groups
▪ Decide on the number of self-assessment groups
▪ Create a self-assessment group that is relevant for the whole
organisation in all its aspects, respecting a set of criteria
▪ Choose the chair of the group(s)
▪ Decide if the manager should be part of the self-assessment
group

28. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Step 4: Organise training
▪ Organise information and training of the management team
▪ Organise information and training of the self-assessment group
▪ The project leader provides a list with all relevant documents
▪ Define the key stakeholders, the products and services that are
delivered and the key processes

29. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Step 5: Undertake the self-assessment
▪ Undertake individual assessment
▪ Undertake consensus in group
▪ Score

30. A
joint
initiative
of
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OECD
and
the
EU,
principally
financed
by
the
EU.
Scoring
Phase ENABLERS PANEL Score
We are not active in this field
We have no information or very
anecdotal.
0 – 10
PLAN We have a plan to do this. 11 – 30
DO We are implementing/doing
this.
31-50
CHECK We check/review if we do the
right things in the right way.
51-70
ACT On the basis of
checking/reviews we adjust if
necessary.
71-90
PDCA Everything we do, we plan,
implement and adjust regularly
and we learn from others. We
are in a continuous
improvement cycle on this issue.
91-100
RESULTS PANEL Score
No results are measured
and/or no information is available.
0 – 10
Results are measured and show negative trends
and/or results do not meet relevant targets.
11 – 30
Results show flat trends
and/or some relevant targets are met.
31-50
Results show improving trends
and/or most of the relevant targets are met.
51-70
Results show substantial progress
and/or all the relevant targets are met.
71-90
Excellent and sustained results are achieved. All
the relevant targets are met.
Positive comparisons with relevant organisations
for all the key results are made.
91-100

31. A
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principally
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EU.
Place your title here
Sub
criterion
1.1.
Strong points
(this is what the
organisation is strong at
with regard to this sub
criteria)
Improvement areas
(this is what the
organisation has to
improve)
▪ …
▪…
▪…
▪…
▪…
▪…
Improvement actions
(which are the concrete actions we propose)

32. A
joint
initiative
of
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OECD
and
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EU,
principally
financed
by
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EU.
EIPA CAF E-Tool
Impressions of current survey version
Impressions of current export report version

33. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. The consensus meeting with the SAG – 2 days
▪ Search for a consensus in the group for each sub criterion on the
strengths and areas of improvement
▪ This discussion is based on the evidences that were found. Looking at the
examples of the CAF Model 2020 to do a final check might help
▪ Once this consensus is reached, finding a consensus on the scoring is not
too difficult
▪ Find common suggestions for improvement actions
▪ Important role of the CAF project leader and/or CAF coach

34. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Step 6: Draw up a report describing the results of
self-assessment
Description of the methodology used &
for each sub criterion
▪ strengths
▪ areas of improvement
▪ improvement actions
▪ Scores

35. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
CAF
PHASE
3
40

36. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Step 7: Draft an improvement plan, based on the accepted self-
assessment report
Phase 3 – Improvement plan/ prioritisation
▪ Prioritize improvement actions
▪ Identify quick-wins
▪ Differentiate the actions within realistic time scales
▪ Integrate the action plan in the normal strategic planning process

37. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
The CAF Journey: Almost there! Prioritising
42
Bring staff and management together
In depth reflections and discussions on analysis and actions
Decision making moment – management needs to take decisions
Engagement for the future
Need to limit choices
Leadership role

38. A
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EU,
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▪ to all the stakeholders
▪ the right medium for the right message to the right target group
▪ together with the headlines of the self-assessment report
Step 8: Communicate the improvement plan

39. A
joint
initiative
of
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OECD
and
the
EU,
principally
financed
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EU.
Place your title here
▪ Define a consistent approach of monitoring and assessing the
improvement actions, based on the Plan-Do-Check-Act cycle
▪ Appoint a responsible person for each action
▪ Implement the appropriate management tools on a permanent
basis
Step 9: Implement the improvement Plan

40. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Place your title here
▪ Report on the state of the art of the improvement actions
▪ Organise a new self-assessment
▪ Try to work as much as possible in the same way as during the
previous self-assessment
▪ Analyse the impact of the improvement actions on the results of
the new self-assessment
▪ Launch a new action plan
Step 10: Plan next self-assessment

41. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
ECU LABEL &
IMPLEMENTATION
PHASE
46

42. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
External Feedback Procedure
Application
1. Submit application form
2. Submit essential documents
3. Written confirmation by CAF Resource Centre
CAF feedback process
4. Filling in the three questionnaires
5. Analysis of the questionnaires & feedback
6. Organization of on-site visit
7. On-site-visit
8. CAF feedback report
Decision and awarding CAF label
9. Sending the decision and the CAF feedback report
10. Publication of the CAF label award

43. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
NEXT
CAF
CYCLE
48

44. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.