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PART 3: The CAF External Feedback Actors
The CAF External Feedback Actors play a crucial role in the CAF External Feedback. This part describes their role and tasks. In addition, the required competences; training; and Code of Conduct and behaviour are explained. 1. Roles, tasks and profile The main task of the CAF External Feedback Actors in the Procedure is to: • analyse the implementation of CAF through the process of self-assessment and improvement actions and analyse whether the organisation is implementing TQM values; • provide feedback and suggestions on strengths and areas of improvement regarding the CAF implementation process; • support and renew enthusiasm in the organisation to work with holistic quality development and self assessment with the CAF Model. One of the goals of the CAF External Feedback is to promote peer review and bench learning within the European public administration. It is for this reason that the CAF External Feedback Actors are peers from within the public sector.
Being a CAF External Feedback Actor requires a balance of personal and professional skills coupled with a commitment to timely and appropriate conduct. In order to conduct the CAF External Feedback process competently, the CAF External Feedback Actor needs to have a broad knowledge and experience of management processes and development and change processes within public sector organisations. The CAF External Feedback Actors can obtain the necessary competencies from a variety of sources including work experience (e.g. EFQM assessor), education and specialized training. The CAF External Feedback Actor does not need to have been a manager and trained as an EFQM assessor or validator. The competencies achieved by such training are however highly useful in the feedback process. Instead, the CAF External Feedback Actor must have participated in the European or national training course required to become a CAF External Feedback Actor (acknowledged by the National CAF Correspondent). Highly experienced CAF Users in the public sector are part of the target group for participation in the training courses for External Feedback Actors; this promotes exchange between organisations and increases knowledge within the organisations.
