EFAC Practitioners Network_Maes_30032023

Program

1. HowtopreparetheCAF organisationsfortheCAFPrinciples ofExcellenceassessment?

2. Whichdocumentstotakeinto account?

3. Overallapproachinassessingthe CAFPrinciplesofExcellence?

4. Howtoassessthedifferentstages (Initialisation,Realisation,Maturity)

1. How to prepare the CAF organizations for the CAF Principles of Excellence assessment?

Howtoprepare?

▪ WHEN?

▪ HOW?

1. Stakeholdermanagement

2. Followachecklist(processsteps)

3. Checkthefollowupoftheactionplan

DOCUMENT MANAGEMENT

StakeholderManagement

▪ Draftaninventory

Possible stakeholders (work in progress)

Stakeholder Organisation/Type Contact

▪ Elaborate

▪ Usefulinputforthecommunicationplan

▪ UsefulinputasEFACinpreparingthesitevisit

▪ Usefulinputinmanagingchange:detectingsupportiveandnon-supportive stakeholders

Followachecklist

▪ Stage1:StepsbeforeapplyingforanExternalFeedbackLabel

▪ Stage2:Stepsduringtheassessment

▪ Organisesitevisit

▪ Readdocumentation

▪ Sitevisit

▪ Stage3:Decision

Which documents to take into account?

DocumentManagement!

Examples

1. Strategicdocuments:Mission,visionandvalues,…

2. Organizationalstructure:rolesandresponsibilities

3. Policydocuments:particularregulations?

4. Financialdocuments:Reports

5. Personneldocuments:jobdescriptions,trainingplan(e.g.CAF)

6. Customeranduserdocuments:Targetgroupdefinition,complaint procedures,satisfactionsurveys

7. Performanceindicators:dashboard

8. Internalandexternalevaluations:surveys,audits

DocumentManagement:inpreparationfortheEFAC

▪ Allthedocumentsinthepreviousslide

▪ TheplanningprocessoftheSE

▪ Theresults:finalreportandactionplan

▪ Informationonthemotivationofthe2selectedprinciplesofmaturity

Overall approach in assessing the CAF Principles of Excellence?

3pilars

PILAR1

Theprocessofselfassessment

PILAR2

Theprocessof improvementactions

PILAR3

TheTQMMaturityof theorganisation

8principlesgivealotofinformation

1. Resultsorientation

2. Citizen/Customerfocus

3. Leadershipandconstancyofpurpose

4. Managementofprocessesandfacts

5. Peopledevelopmentandinvolvement

6. Continuouslearning,innovationand improvement

7. Partnershipdevelopment

8. Socialresponsibility

Mypersonalfeedback

- ThefinalSEreportwillgiveyouanindicationofwheretofindwhich documents,e.g.assessingtheprincipleofcitizen/customerfocus ➔ checkwhatevidencewasgatheredinthediscussionofcriteria4.2

- Itisusefultoassessall8oftheprinciplesasyouwillfindevidenceacross theitemsandinformationisalreadyavailableintheapplicationform (but:balanceeffortandresults)

- Asanassessor:checkthemotivationforchoosingthe2itemstoassess

How to assess the different stages (Initialisation, Realisation, Maturity)

I Initiationlevel

R Réalisationlevel

M Maturitylevel

Example:ResultOrientation

ResultOrientation

Theorganisation identifiesrelevant stakeholdersandresult areas.

Theorganisation definesa setoftargetsandresults tobeachievedinrelation totherelevant stakeholders’needs.

REALISATION

Theorganisation systematicallymonitors theresultsitachievesand usesitforcontinuous improvement.

Documentsrelatedto

- stakeholderidentification

- followupofobjectives andresultsarekey

MATURITY

ThisstageALWAYS impliesaconsequent applicationofthePDCAcircle!

Usefuldocuments

• Organizationalcharttogetanideaofrolesandresponsibilities

• Communicationplan(checkdifferentstakeholders)

• TheActionplan(check:sharedresponsibilities?)

• …

Leadershipandconstancyofpurpose

Leadersestablisha clearmission statement.

INITIATION

Leadersestablish visionandvalues. Theydriveandinspire peopletowards excellence.

REALISATION

Leadersdemonstrate thecapabilitytokeep aconstancyof purposeinachanging environment.

Documentsrelatedto:

- Mission,vision,values

- Strategicobjectives

- Leadershipevaluationare key

MATURITY

ThisstageALWAYS impliesaconsequent applicationofthePDCAcircle!

Usefuldocuments

• Strategicframework

• EvaluationofmanagementregardingtotheirfocusonM,Vandvalues andactingasarolemodel

• Perceptionbydifferentstakeholders?