The Future of Public Sector Quality Management with CAF

1. The Future of Public Sector Quality Management with CAF The CAF External Feedback Procedure 2010

2. Outline • The CAF model and its use in Europe • The four aims of the CAF model • The CAF External Feedback Procedure: why and what ? • The need, aims & general principles • The Pillars & the steps • The future Eipa CAF Resource Centre - 2010

3. 1. The model and distribution Eipa CAF Resource Centre - 2010

4. Distribution of the CAF: 1852 users Eipa CAF Resource Centre - 2010

5. 0-10; 10-20; 20-50; 50-100; > 100 Eipa CAF Resource Centre - 2010

6. 2. The four aims of the CAF model • 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; • To facilitate the self-assessment of a public organisation in order to obtain a diagnosis and definition of improvement actions; • To act as a bridge across the various models used in quality management, both in public and private sectors; • To facilitate bench-learning between public sector organisations. Eipa CAF Resource Centre - 2010

7. 3.1. CAF External Feedback : Why ? From self-assessment of improvement to feedback Level of Motivation Eipa CAF Resource Centre - 2010 CAF External Feedback Time Implementation Improvements Phase 3: Improvement Plan Phase 2: Self-Assessment Phase 1: Launch of the CAF

8. Aims of the CAF External Feedback Procedure • Support the quality of the CAF implementation and its impact on the organisation. • Support and renew enthusiasm in the organisation for continuous improvement. • Find out if and to what extent the organisation is installing TQM values as the result of the CAF application. • Promote peer review and bench-learning. To facilitate organisations to learn from each other. • Reward organisations that started the journey for continuous improvement towards excellence in an effective way, without judging their obtained level of excellence. Eipa CAF Resource Centre - 2010

9. 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. Eipa CAF Resource Centre - 2010

10. CAF External Feedback Procedure Pillar 2 The process of improvement actions Steps 7-9 in the 10 step plan Pillar 3 The TQM Maturity of the organisation Pillar 1 The process of self-assessment Steps 1-6 in the 10 step plan 3.2. The CAF External Feedback: What ? The different pillars Eipa CAF Resource Centre - 2010

11. Different steps in the CAF SA & Pillars 1 and 2 PILLAR 1 Eipa CAF Resource Centre - 2010 PILLAR 2

12. 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. Eipa CAF Resource Centre - 2010

13. 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. Eipa CAF Resource Centre - 2010

14. Pillar 3 Towards a TQM culture Eipa CAF Resource Centre - 2010

15. Pillar 3 : Example of Leadership Eipa CAF Resource Centre - 2010

16. 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 Eipa CAF Resource Centre - 2010 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

17. 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 ) Eipa CAF Resource Centre - 2010

18. CAF 2010 – Related Training The CAF External Feedback and “Effective CAF User” Label: Training on the Delivery of External FeedbackMaastricht, 1-2 March and 12-13 April 2010 Eipa CAF Resource Centre - 2010

19. Contact Patrick 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