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Challenges of the public sector. Maria Eugenia Luengo, EFQM Bilbao, 15 th November 2007. Content. EFQM in brief A look into the public sector How can EFQM help?. Content. EFQM in brief A look into the public sector How can EFQM help?. Who are we?. Not for Profit Membership Foundation

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challenges of the public sector

Challenges of the public sector

Maria Eugenia Luengo, EFQM

Bilbao, 15th November 2007

content
Content
  • EFQM in brief
  • A look into the public sector
  • How can EFQM help?
content1
Content
  • EFQM in brief
  • A look into the public sector
  • How can EFQM help?
who are we
Who are we?
  • Not for Profit
  • Membership Foundation
  • Independent
  • Central team in Brussels
we are also our members
We are also our members
  • Over 600 members in 56 countries
  • Germany = 128
  • Switzerland = 48
  • Spain = 40
  • France = 37
  • UK = 35
  • Botswana, Brazil, China, Egypt, India, Iran, Israel, Jordan, Kazakhstan, Kuwait, Lebanon, Philippines, Qatar, Russian Federation, Saudi Arabia, Singapore, Taiwan, Trinidad & Tobago, UAE, Zambia
public sector members
Public sector members
  • 17% public sector members:

Government:

    • European Investment Bank
    • Library of the European Parliament
    • The Cabinet Office, UK
    • Ministry of Flemish region, Belgium
    • Tax office, DK
    • Ministry of Finance, Slovak Republic
    • Civil Service Commission, Israel
    • Comune di Mantova, Italy
    • Forem, Belgium
    • Federal Police, Belgium
public sector members1
Public sector members

Education:

  • University of Versailles, France
  • University of Piraeus, Greece
  • University of Rome ‘Sapienza’, Italy
  • London Metropolitan University, UK
  • Sabanci University, Turkey
  • Basel University, Switzerland
  • Technical University of Ostrava, Czech Republic
public sector members2
Public sector members

Spain:

  • Clinica Tambre
  • Comarca Gipuzkoa Ekialde - Osakidetza
  • Esade Business School
  • Euskal Irrati Telebista
  • Fundacion Novia Salcedo
  • Instituto de Empresa
  • Lauaxeta Ikastola
  • Universitat Oberta de Catalunya
  • Universidad Comercial de Deusto
  • Universidad Politecnica de Valencia
  • Universidad Politecnica de Cataluña
  • Town hall of Esplugues de Llobregat
our structure
Our structure

EFQM Member Organisations

EFQM Governance BoardCEOs from 10-12 Members

EFQM CEO & Management Team

Major Accounts & Knowledge Development

Membership andCommunications

Awards & Partnerships

our vision back to basics
Our vision = back to basics
  • Active membership = 1,000 members
  • Leadership group as role model = Pact projects
  • More visible and upgraded recognition = integrated EEA
efqm value proposition
EFQM Value proposition

Share what works

between organisations

through mutual assessment

…to implement strategies

what does efqm mean
What does EFQM mean?

E X C E L L E N C E

excellence
Excellence
  • What characterises Excellent organisations ?

What is Excellence?

excellence1
Excellence

It’s a journey, a state of mind

It evokes words like “superior”, “best” and “unique”

It means improvement and innovation, enabling sustainable performance

It’s about fulfilling and, why not, exceeding the needs and expectations of the stakeholders by mobilising the whole organisation

excellent organisations
Excellent organisations

Results Orientation

Corporate Social

Responsibility

Customer Focus

Partnership

Development

Leadership &

Constancy of Purpose

Management by

Processes & Facts

Continuous Learning,

Improvement & innovation

People Development

& Involvement

content2
Content
  • EFQM in brief
  • A look into the public sector
  • How can EFQM help?
why the need for a performance management system
Why the need for a performance management system?
  • They are organisations
  • Modernisation/Reform = transformation of the old model in a new one
what does this imply
What does this imply?
  • Change in the culture, in the mentality
  • From bureaucracy to management
  • Performance management tools
what tools do they use
What tools do they use?
  • Balanced Scorecard
  • Juran Project Methodologies
  • Six Sigma
  • Diversiry Model
  • ISO
  • Business Process Reengineering
  • CAF
  • EFQM Excellence Model
similarities
Similarities
  • Same structure
  • Self-Assessment
  • Measure performance
  • Benchmarking
  • Recognition
initiatives
Initiatives

TEAMWORK

EMPOWERMENT

LEARNING IiP

POLICY DEPLOYMENT

BALANCED SCORECARD

MANAGEMENT BY OBJECTIVES

BENCHMARKING

ISO 9000

SERVICE DELIVERYCHAIN

SURVEYS

USER/PATIENT/CITIZEN

SATISFACTION

People

People

Results

Leadership

Key

Performance

Results

Policy &Strategy

Customer

Results

Processes

Society

Results

Partnerships

& Resources

BUDGET PERFORMANCE

ACTIVITY BASED COSTING

PUBLIC/PRIVATE PARTNERSHIP

ASSET MANAGEMENT

ENVIRONMENT

SAFETY

ISO 14001

PUBLIC IMAGE

BALANCED

SCORECARD

REVIEWS OF KPIs

360% FEEDBACK

CHANGE PROGRAMMES

increasing activity
Increasing activity
  • Europe and beyond
  • No longer limited to UK and Scandinavia
  • Recognition
  • Good practices conferences
implementation issues
Implementation issues
  • Concentrate on completing assessments rather than the results
  • Little quantification of the benefits of improvement activities
  • No specific tracking of perfomance over time
results
Results
  • Reduced number of complaints
  • Reduction in customer response time
  • Service performance against budget
  • Prompt payment of invoices
  • Fall in absenteism rates
  • Increased levels of staff responsiveness, courtesy and accessibility
how has the model helped
How has the Model helped?
  • Influenced the degree of scrutiny of the organisation
  • Influenced the degree of structure and integration
  • Encouraged external recognition
  • Helped identify role model orgnisations
  • Encourage sharing good practice
content3
Content
  • EFQM in brief
  • A look into the public sector
  • How can EFQM help?
how can efqm help
How can EFQM help?
  • Customised training
  • Support with starting the journey
  • Facilitate the exchange and the learning (COPs, benchmarking, good practice visits)
  • Facilitate networking
  • Recognition = Levels of Excellence
  • EUPAN/IPSG
  • EU funded projects