Excellence Now Issue 18 by Quality Scotland

Excellence now ISSUE 18 DECEMBER 2016

Making excellence a national characteristic of Scotland

Andy Kerr Newly Appointed Chair of Quality Scotland Page 6

When Good is No Longer Good Enough Whatâ&#x20AC;&#x2122;s missing from your improvement agenda?

Page 8

New EFQM Assessor Development Path

Adding value to your career with the introduction of new EFQM assessor training in 2017

Page 14

EFQM Going Global

EFQM celebrates 25 years of the EFQM Excellence Model

Page 16

Inside this issue 3

Welcome

Claire Ford, Chief Executive Officer

Goodbye to Sir Andrew

Final interview with Sir Andrew Cubie as he steps down as Chair of Quality Scotland after 15 years in the post.

Introducing new Chair Andy Kerr

Interview with Quality Scotland’s New Chair Andy Kerr on his vision for moving forward with the Excellence agenda.

A review of some key events and announcements with a focus on excellence to celebrate World Quality Week.

Key dates and themes for 2017

World Quality Week. The Highlights

New EFQM Assessor Development Path

Adding value to your career with the introduction of new EFQM assessor training courses in early 2017.

Totem – encouraging employee engagement

Sara Keane, Account Director, Quality Scotland on how self-assessment can help deal with increased regulation in schools

Key dates and themes for the VSN and other Quality Scotland Networks for 2017

Claire Ford, CEO, Quality Scotland on taking a step back and thinking about what’s missing from your improvement agenda.

Excellence in Education

Quality Scotland Network Meetings

EFQM Going Global

Sponsorship of Scottish Awards for Business Excellence 2017

EFQM celebrates 25 years of the EFQM Excellence Model

When good is no longer good enough

What’s New in the Housing Sector?

New app to help raise productivity, retention and efficiency in the workplace

Port of Leith Case Study

How Port of Leith achieved Recognised for Excellence 4 Star in 2016

Main Sponsor Wheatley Group announced and details of other sponsorship opportunities available for 2017.

Student Placements and Internships

Helping students through placement and internship opportunities brings benefit to both Quality Scotland and students placed.

Forthcoming Events

Learning, Training and Development Diary

Editorial Excellence Now is the magazine of Quality Scotland, published three times a year to promote business excellence in Scotland.

Editorial Team: Elaine Sneddon elaine.sneddon@qualityscotland.co.uk Joanna Kemp joanna.kemp@qualityscotland.co.uk

Quality Scotland is a membership-based charity that promotes Business Excellence across Scotland in the private, public and third sectors with the aim of making excellence a national characteristic of Scotland. Quality Scotland is the National Partner Organisation for EFQM (European Foundation of Quality Management) in Scotland. EFQM is the most widely used business improvement framework in Europe.

Published by: Quality Scotland, 28 Drumsheugh Gardens Edinburgh EH3 7RN t: 0131 225 5765 info@qualityscotland.co.uk, qualityscotland.co.uk

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Excellence Now is the copyright of Quality Scotland. All rights reserved. Reproduction in whole or in part by any means without written permission of Quality Scotland is not permitted. The publisher accepts no responsibility for errors or omissions and the editor’s decision is final. ©2016 Quality Scotland

Images ©Shutterstock

Welcome S

ince our Awards in June we have been busy on a number of fronts: building capacity through EFQM Assessor, Lean and other customised in-house training and projects; helping you our members deliver on your improvement objectives and award submissions; developing our online self-assessment offering EQUIP Advanced and Preview; improving our internal communications through new internal social media platform Totem; performing our own self-assessment using EQUIP Advanced, as well as continuing with our 25th Anniversary celebrations. In November, we celebrated World Quality Week with a number of events—a Winners Showcase, a webinar on Intrapreneurship and a Business Breakfast all aimed to celebrate and promote all things excellent and encourage all organisations in Scotland, regardless of sector to take up the challenge of striving for sustainable excellence in their organisations. I was delighted that the First Minister shared a message with us as part of World Quality Week, both to congratulate the winners and to recognise the important role that Quality Scotland plays in the continuous improvement drive across Scotland. At the end of November our Chair of 15 years, Sir Andrew Cubie, stepped down from the post. We are very appreciative of Sir Andrew’s contribution and support over the years and there is no doubt we will

all miss him but we wish him well for the future and know that his connection with Quality Scotland and ambition to share the vision of Quality Scotland will not end. We are delighted that Andy Kerr, CEO of social care provider Sense Scotland, a former MSP and Cabinet Minister and an experienced Quality Assurance professional, with his wide-ranging experience and passion for quality and excellence has agreed to become our new Chair, effective from 1st December. He will be a passionate advocate for Quality Scotland’s values and contribution to the Scottish economy by leading the board and our growing membership community and we are looking forward to continuing to develop and increase the impact of Quality Scotland under his leadership. In this edition of Excellence Now you can read about Sir Andrew’s highlights as Chair and Andy Kerr’s vision as the new Chair, about what’s new from EFQM including new branding and the new EFQM Assessor Development path to be introduced in January as well as all the other regular features. As the year draws to a close we are pleased with our achievements in this our 25th Year and are looking forward to achieving even greater success in 2017. I would like to take this opportunity of wishing you, our members, the very best for this coming festive season and continued success in 2017. Claire Ford, CEO Quality Scotland

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Goodbye to Sir Andrew What attracted you to the position of Quality Scotland Chair 15 years ago? I thought I knew a little about running a sound law practice, committed to providing excellent service to clients over my career, but when introduced to the then model of EFQM I realised just how little I and my colleagues actually understood. I had known Alan Devereux, the first Chairman of Quality Scotland, at the time of its inception, and that continued in my role as Chairman of the CBI in Scotland more than 15 years ago. Alan, as a former Chairman both of Gleneagles Hotel and then Scottish Tourist Board, was emphatic that Scotlandâ&#x20AC;&#x2122;s businesses, large and small needed to raise their games. Frankly, I wanted both to understand more and hopefully in time contribute to the declared purpose of Quality Scotland. What is your legacy? I trust that it is being inflexible in my commitment to the mission of Quality Scotland in making business excellence a national characteristic of Scotland. In my time we have not yet achieved that, but having carried that proposition forward to 2016 without compromise across not only the private, but also now the public and third sectors is, I reckon, a great fulfilment! What in your opinion have been the key influences over the years that have impacted quality and business excellence? To paraphrase, competition, competition and competition! No organisation can flourish today, unless it adopts the best of practices, whatever sector it may be in. This means a need constantly to scan the horizon as to how others, not just in Scotland or the UK manage to out-perform you. If you fail to scrutinise the competition and learn from

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them you will not succeed and in time deserve to fail. The self assessment tools offered by Quality Scotland on line or in bespoke consultancy are integral to improvement and thereby sustainability. What are your key successes in helping deliver the Vision of Quality Scotland? Creating the sense in individual organisations, a number of which I have been part of, that â&#x20AC;&#x153;this is the way we want to do things here.â&#x20AC;? That must begin within those individual organisations and then broaden out across industries and sectors and then ultimately across Scotland to deliver the vision of Quality Scotland. This may sound pious, but remains fundamental to change. What my involvement in Quality Scotland has taught me is that rhetoric from behind a lectern is a dawdle. What matters is that you live and breathe acceptance of change and constant improvement. What has been your guiding principle while chairing the Quality Scotland board? Simply, to be driven by principle rather than pragmatism. I lecture periodically about the ethics of leadership and to me unless a leader is principled he or she will

Left to right: Andy Kerr, Claire Ford, Sir Andrew Cubie.

we are fortunate in having a most remarkable leader of a remarkable team, which influences way beyond its size.

eventually stumble. I hope that I am a consensual leader, but that requires you to be clear as to your own principles, where your red lines are drawn and that others around you clearly understand such propositions. Bringing folk together in understanding is part of success in any field, but in doing so a good leader requires to know where she or he is heading. Command and control no longer works on the basis that rank determines outcomes without explanation. However, as a passionate sailor I reflect that on a boat, as in business, in the end someone needs to determine the course! What have you enjoyed most about the position? Organisations, whatever their grand public statements, are in the end of the day just a gang of people who come together, hopefully attracted by a common purpose. In the third sector self selection of those committed to a shared purpose is particularly strong, so in the same vein as above it is in response here, people, people and people! I have worked with four CEOs in Quality Scotland, all of whom have been different, but each in their own way has shown extraordinary commitment and in Claire Ford currently

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What are the key challenges facing Quality Scotland and the new chair? I reckon to re-engage more fully with the private sector. When my involvement began Quality Scotland was a creation of global competition, particularly from Japan and the USA, and the considerable failure of Scotland and the U.K to respond to systems such as TQM to our disadvantage. Whilst about a third of our membership continues to come from the private sector, both large and small, from financial services to aircraft carrier manufacture, we are less influential in many private sector activities than we should be. Likewise, our essential proposition is that we learn from each other, so having open membersâ&#x20AC;&#x2122; gatherings where organisations across the sectors can learn from each other is essential. Getting folk to admit their failures to each other seems harder to achieve these days and yet offers the best of learning and inspiration! Any advice for Andy Kerr? I have known and respected Andy for years and having had no hand in his appointment can only say in this article what I have already indicated to him directly â&#x20AC;&#x201C; he inherits a great team, led by Claire, a sound and committed Board and endless opportunity to deliver the mission of Quality Scotland over the coming years. I wish him unqualified success in his role and fun. Quality Scotland has never been a sombre organisation!

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Introducing new Chair

Andy Kerr

“Succeeding Sir Andrew Cubie will not be easy but I look forward to working with Claire Ford, CEO, the Quality Scotland Board and staff to continue the pursuit of excellence.”

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What attracted you to the position of Quality Scotland Chair? The chance to play an influential role in the continuing journey of making excellence a national characteristic of Scotland was too good an opportunity to miss. My whole working career has in some way or another been connected to my own personal journey towards excellence and quality in the organisations that I have worked in. Being part of a Scotland wide initiative, working with new and different people in different sectors and organisations gives the opportunity to develop the key objectives of Quality Scotland and my own development as an individual. What in your opinion are the key influences/ challenges over the next few years that will have an impact on quality and business excellence? The ability for us to recognise that quality initiatives in whatever form they take assist us to deal with the day-in day-out challenges that we all face is key for me in influencing an organisations decision to take up EFQM models or similar. As the nation moves into different challenges politically and economically, I do believe that the discipline of the EFQM Excellence Model and other initiatives allow us to better handle the changing environments that face us. The key challenge for every organisation will be to recognise the opportunities through quality and excellence that can deliver for the overall objectives and help us to deal with the ever changing external environment in which we operate. We should not forget the benefit and confidence that is brought to the people that we work with when we are part of an internationally recognised standard independently verified and awarded. “Becoming the Chair of Quality Scotland is an absolute privilege. It’s a big task but also an amazing opportunity to continue my personal quality journey and that of Scotland. The work that Quality Scotland does is central to our growth as an economy and a nation and I am delighted to take up the challenge of making excellence a national characteristic of Scotland.” What experience do you have of Quality Scotland and the EFQM Excellence Model? Quality Scotland was an organisation known to me at some distance in the variety of roles I’ve held in the past, however in my arrival at Sense Scotland as its new Chief Executive I saw the EFQM Excellence Model

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as a key development tool for the organisation. That said we have successfully moved from Committed to Excellence level onto Recognised for Excellence and recently gained our four star accreditation. If my experience could be summed up it would be as a distant and interested person moving into an advocate of Quality Scotland and the EFQM Model and its ability to positively influence organisations. What are you most looking forward to in your new position? I am looking forward to seeing at close hand the role of the Quality Scotland team, to exchanging views at Board meetings but most of all to becoming part of Scotland’s initiative for developing our economy and services. I really look forward to meeting new people who have their own stories to tell when it comes to quality and innovation and representing these stories more widely to ensure recognition for some of the great things that we do. “Quality and its approaches to it are woven throughout my entire working life in so many ways as a practitioner, as an advocate and as a senior decision maker and I truly want to make a difference.” What will be your guiding principle while chairing the Quality Scotland board? My guiding principle for chairing the Board will be the inclusiveness of everyone around the table to ensure that we work effectively as a team, that we achieve our collective ambition for Quality Scotland and that we work effectively with the Quality Scotland team. However the overall principle will be to ensure that we further develop the organisation, widen its role and relevance and become a driver of change in organisations and businesses throughout Scotland. What are the key challenges facing Quality Scotland and the new chair? Key challenges facing Quality Scotland with what is a relatively small team is to ensure that we continue to have a serious impact on the economy of the nation, that we make ourselves relevant to organisations throughout Scotland, that we tailor our services to meet their individual need and we become an inspiration for those who need that little nudge to make big changes. As a new Chair I hope to ensure that I properly reflect and represent the organisation, its members, and, its efforts to those key stakeholders who can truly assist us in making a difference for Scotland.

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WHEN GOOD IS NO LONGER GOOD ENOUGH By Claire Ford, CEO Quality Scotland

s an organisation that advocates quality, continuous improvement and excellence we recently celebrated World Quality Week primarily to promote and recognise all things excellent and encourage all organisations in Scotland, regardless of sector to take up the challenge of striving for sustainable excellence in their organisations. Many of you will have heard about Nokia being bought over by Microsoft. In his final speech the CEO finished by saying “We did nothing wrong, but somehow we lost.” What was great and innovative about Nokia 15 years ago is no longer the case today. The competition moved too fast and Nokia didn’t move with it. The danger in our own organisations is that we are also complacent with how things are going now and not raising our head to look up at what is going on around us and how far other organisations are moving ahead. We are too concerned with the present to think about how the future will unfold and what impact that will have on our organisations. During a recent keynote speech I delivered to a conference of Public Sector Change Managers I asked them to write what was their organisation’s greatest strength, their greatest area for improvement and

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what was stopping them from improving. The results, while not surprising, are a further reinforcement of the work that is yet to be done in the Public Sector. The greatest strength that the audience felt their organisations had at 59% of the overall vote was unsurprisingly people. “Our people are our greatest asset”, how often do we hear that, yet do we really ensure that our organisations succeed through the talent of our people. Do we encourage them to be innovative, “intrapreneurial”, to take risks when necessary or do we expect them to do the same job, in the same way that has been done for years. This thinking will not enable our organisations to deal with the change that is all around us and won’t empower our people to embrace change and see the benefits it can bring. When asked about their organisation’s greatest area for improvement again there was consensus with 44% clearly highlighting leadership buy-in and communication of a clear vision of continuous improvement across the organisation. So what is it then that is stopping our Public sector organisations from improving at a faster pace? A combination of a fear of change, bureaucracy and

So, I encourage you to take a step back and think about what’s missing from your organisation’s improvement agenda. Get in touch with us and see how we can help. the capacity for change was highlighted by 50%, with senior management buy-in and lack of drive for improvement accounting for 23%. It seems clear then that leadership has a huge part to play in driving faster change across the Public Sector and we, as leaders, need to lead by example with vision, inspiration and integrity, embracing change and the opportunities it can bring. So while there is clearly a long way to go there is also some fantastic successes across the Public Sector. West Lothian Council, our overall winner of the Scottish Awards for Business Excellence this year, hosted a showcase during World Quality Week where they clearly demonstrated how they have embedded improvement in their culture and continue on their excellence journey. As did other participants NHS Health Scotland, Xcite and West Lothian Health and Social Care Partnership. The Scottish Patient Safety Programme is, ofcourse, another great example of quality improvement and the demonstrable outcomes that can be gained. What I have been shocked to hear recently is how much the Public Sector continue to spend on

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Quality Scotland

large consultancies. We have a wealth of expertise in all of our organisations and it’s time that we shared that knowledge and best practice more effectively to ensure that the sector has an inbuilt capacity to support improvement without the need for the current level of spending on external consultants. At Quality Scotland our role is very much about building capacity within our member organisations to enable them to embed true sustainable excellence allowing them to adapt to change and ensure a future focus. Our one-to-one relationships with our members, our networks, webinars, benchmarking, accredited training and European recognition are all a part of what we are delivering every day across Scotland as a membership-based, charitable organisation. So, I encourage you to take a step back and think about what’s missing from your organisation’s improvement agenda. Get in touch with us and see how we can help.

www.qualityscotland.co.uk

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Excellence in Education By Sara Keane, Account Director, Quality Scotland

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egulation is an increasing challenge for schools in all sectors, including the independent sector. Where 20 years ago regulations were minor requirements for schools, now they have hundreds of regulations with which they must comply, or face the risk of sanctions or even closure. This is where a regime of self-reflection and assessment can really come into its own. A school which competently self-assesses, need not fear the threat of regulatory inspection, because they are pre-empting and mirroring the inspection process internally and are therefore always ahead of the game. The fallout from regulation breaches is considerable – as well as the financially measurable penalties, there is also the far less measurable impact of increased staff workload, reputational harm, and possible damage to staff / pupil morale to consider. It is increasingly puzzling in the current fiscal climate that so few independent schools around the UK and Europe buy into the idea of holistic self-assessment to help them stay abreast of their regulatory obligations whilst also increasing their performance levels in all aspects of their schools. Quality Scotland recognises the need for this and helps all types of organisations in the establishment of their own self-assessment processes, from educating staff about it right through to setting systematic self-assessment cycles. Private schools are educational establishments, but they are also businesses, and as such they are all acutely aware of the fact that there is an everincreasing threat to their cash flow, which presents the most fundamental risk to their survival. No money means no school – because it can lead to inability to meet stakeholder demands, which in turn affects reputation and eventually pupil numbers. The state education sector is regulated by guidance within the Scottish Government initiative ‘How Good Is Our School?’ (HGIOS), an initiative whose latest version was developed jointly by Education Scotland and Quality Scotland as a self-reflection methodology which encourages schools to set up a rigorous self-reflection process around educational goals and objectives. HGIOS is based on the EFQM Excellence Model which looks holistically across an organisation, recognising that every aspect of the organisation has an impact on how well the organisation performs. In reality, schools are no different to any other organisation. They have stakeholders whom they need to satisfy. They have books that they need to balance. They have staff whose output they need to maximise. The nuances of organisations are what differentiate

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“You can’t manage what you don’t measure” them from each other. Independent schools have a wider set of aspects to consider than state sector, for example, Marketing & PR; Corporate Social Responsibility; Charities Commission considerations; Profitability; and so whilst HGIOS offers good discipline on self-assessment of learning and teaching aspects, the EFQM Excellence Model is a more rounded and realistic type of framework for the private sector to use. Schools are increasingly open to scrutiny from all stakeholders, including current parents and potential parents, because so much data is collected and published online. This adds pressure to an already pressurised situation. Parents increasingly expect more for less, and this is exacerbated in the private schools sector because parents are often paying a sizeable amount of money for their child’s education, over and above their social security contributions. Education is a highly emotive subject – parents are expected to trust the educational experts, and because of increasingly extensive media reporting and social media exposure amongst other things, many feel the need to seek comfort via checking and hard measures rather than the traditional offer of that trust. Given the number of plates that private sector educational organisations must keep spinning in order to stay in business, keep on the right side of their various regulatory commitments, and educate the young people in their care, it is easy to see how, without a robust regime of self-assessment, the whole process can become super-stressful. If you are interested in talking to us about how you could potentially alleviate this stress, we can explore various options with you. Dr W. Edwards Deming stated “you can’t manage what you don’t measure”. But it has to be more than that. It has to be about what you do now, what you need to do, what the gap is and how you can bridge the gap. It has to be about how you can be confident that your organisation will be successful in the long term. Without this approach to self-assessment, measurements alone are short term and could drive damaging behaviours.

Contact Quality Scotland on 0131 225 5765 or visit www.qualityscotland.co.uk for more information on how we can help your organisation.

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World Quality Week. The Highlights In early November, during World Quality Week we ran a number of events for members and non-members to celebrate and focus on excellence.

Here are a few of the highlights:

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Video Message by Nicola Sturgeon, First Minister

Andy Kerr, New Chair, Quality Scotland

The week kicked off with First Minister Nicola Sturgeon sharing a video message supporting World Quality Week, congratulating Winners of the Scottish Awards for Business Excellence and recognising the important role that Quality Scotland plays in driving continuous improvement across Scotland. She also took the time to wish Quality Scotland every success in our 25th Anniversary year and in the future. Next came the announcement that Andy Kerr, CEO of Sense Scotland is to replace Sir Andrew Cubie as Chair of Quality Scotland when he steps down at the end of November. Mid-week our West Lothian Award Winners Showcase event, hosted at the Howden Park Centre, Livingston by West Lothian Council, heard contributions from senior personnel from West Lothian Health and Social Care Partnership, Xcite

and NHS Health Scotland on how they are reaping the benefits of gaining EFQM recognition. Julie Whitelaw, Head of Corporate Services at West Lothian Council, who were this year’s overall winner of the Scottish Award for Business Excellence and have been using the EFQM framework for over a decade, explained some of the benefits that the Council have experienced from using the model. It helps to support the organisation to maintain a strategic focus; to prioritise customer needs and engage customers, partners and stakeholders; to develop and embed practises and provides vital management information to develop services and improvements. In response to a question from the audience on how WLC have managed to keep momentum going? Julie said, “Performance improvement is embedded in the organisation, it’s part of the culture—all employees

Through external validation we are able to show progress to employees – staff are engaged at all levels. Confirming that EFQM is the right thing to do.” are familiar with improvement objectives and it is now part of everyday service delivery. Through external validation we are able to show progress to employees – staff are engaged at all levels. Confirming EFQM is the right thing to do.” Jim Forrest, Chief Officer of the West Lothian Health and Social Care Partnership stated that using the EFQM Excellence Model has been instrumental in bringing together health and social care to ensure their integration and effect transformational change. The Partnership brings together those who plan, manage and provide health and social services for the people of West Lothian across all age categories from services to children, to disabled, to older people and those with long term conditions. Bringing together health and social care may sound easy – however the challenges faced lay in how to develop a common culture and to effect such transformational change. “Borrowing” the approach from WLC i.e. “Using the excellence model and sharing what works” has led to new legislation being introduced based on the West Lothian model of how health and social care partnerships should be run. Robin Strang, CEO of Xcite, a social enterprise responsible for the delivery of sport and leisure in West Lothian, stated that they chose EFQM because it is a holistic approach and used by their partners and stakeholders – thus giving them a common language. Xcite started their C2E journey in 2011 and were successfully validated as Committed to Excellence (C2E) in 2012 and then in 2016 achieved C2E Assessment level—in that time improvement has become embedded and second nature. One of the main benefits Xcite have found from the EFQM process is better alignment of KPIs, strategic priorities and Single Outcome Agreements. They have also achieved an NHS Scotland Healthy Living Award and their Net Promoter Score (NPS) which allows collection of customer feedback on a daily

basis to identify what needs to be improved is sitting at 57% against a national average of 34%.

“We’ve found a model that works for us and we are going to stick with it!” Cath Denholm of NHS Health Scotland, a National Health Board who’s aim is to reduce inequality in health and life expectancy in Scotland admitted that following C2E accreditation in May 2011 nothing much happened – the award was put in a drawer and forgotten about. Luckily with the appointment of a new Head of People and Performance, with previous experience and enthusiasm for the EFQM Excellence model, the improvement agenda was reinvigorated and resulted in successful re-accredatation of C2E in 2013 and R4E 3 star in 2016. As Cath says “EFQM is now our approach – this is how we do things. We are using EFQM improvement methodology all the time to describe, plan and do our work.” Later in World Quality Week there was also a Business Breakfast, jointly hosted with SMAS, on aligning Supply Chain 21 with EFQM for the Aerospace and Defence Sector. Great interaction and interesting insights from Tracy Brown, Commercial Director of Bovil & Boyd Engineering, recent SC21 Silver Award winners, who said that SC21 (which has the EFQM at its core) has given her more time to work on the business rather than firefighting. The week also saw a Webinar on “Intrapreneurship” by Steve McCreadie of the Lens which looked at how to harness creativity and innovation and encourage greater employee engagement within organisations ultimately leading to business improvement.

Presentations from all events can be found in our members’ area of our website www.qualityscotland.co.uk

New EFQM Assessor Development Path Adding Value to your Career

rom January 2017 Quality Scotland will support the revised and updated EFQM Assessor Development path through delivery of our new training courses. These new courses are designed to support the development of current and future assessors, allowing them to grow their skillset over time and gain experience through practice. So, what are the benefits of investing in training key members of your staff in this way? Well, if an organisation is going to improve continuously over time, it’s not going to happen by chance. There will be a need to build capacity within the organisation to help it do that, and ideally to do it in structured manner. In order to understand if an organisation is improving, there has to be a shared understanding of where it is to begin with and to agree what progress will look like. Organisational self-assessment is a method of achieving that understanding. At Quality Scotland, we recommend using the EFQM Excellence Model as the framework against which to self-assess your organisation – it provides objectivity in what could otherwise be a subjective process, and it is a tried and tested approach used in Europe and beyond by a whole range of organisations. The Model enables an organisation to look at what it is seeking to achieve, what it is doing to get there and to what extent this is really happening throughout the business, allied to whether the organisation is reviewing and refining what it does over time. In order to be able to apply and use the Model effectively within your organisation, it is essential that you build capacity within your team so that the ability to self-assess

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against the Model becomes integral to the business. This is where the Assessor Development Path comes in. It involves stepped training which enables your staff to progress at a pace that suits them as individuals and you as an organisation, as time and resources permit. Training your own people to self-assess against a solid, well-respected Model, is a cost-effective way to build capacity from within, sharing a message of commitment to continuous improvement using shared language, whilst embedding the approach through personal, professional and organisational development. Following the Assessor Development Path also affords wider opportunities for your trained staff to participate in external assessments of other organisations who apply for recognition through Quality Scotland’s Levels of Excellence programme. This adds value to the organisation through the positive experience of the individuals working in a multi-disciplinary team to understand and assess another organisation, and the learning and insights that they then bring back to your organisation. They become part of a wider community of accredited assessors, building professional networks with others joined by a common aim of continuous improvement. If you are thinking about starting out with the EFQM Excellence Model, or indeed are working with other related Models, or are thinking about training, talk to us about your needs. As an organisation, through membership of Quality Scotland, you will have the support of your dedicated Account Director at every step of your journey.

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The Basic Assessor Training Workshop Designed for delegates with very little knowledge of the Model, who wish to understand basic assessor skills. During a practical half-day workshop they have a chance to consider what makes an excellent organisation, relating this to the 3 component parts of the Model: the Fundamental Concepts, the 9 Criteria, and the RADAR © assessment methodology. Practical exercises act as preparation for applying self-assessment within your organisation. The new 2-day EFQM Assessor Training An important step on the learning curve of becoming an expert EFQM assessor. It provides your staff with theoretical and practical in-depth experience of assessing an organisation with the EFQM Excellence Model. Building on the knowledge from the Basic Assessor Training Workshop, the EFQM Assessor Training uses a case study based on a real submission document to

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Basic Assessor Training

OPERATIONAL Emphasis on Criteria and RADAR

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EFQM Assessor Training

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STRATEGIC Emphasis on Fundamental Concepts

Qualified Assessor Training

3-day training course

2-day training course

Half Day Workshop

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simulate real-life assessing conditions for the group exercises. Day 1 focuses on understanding the EFQM Excellence Model, its components and assessment tools, with challenging team work sessions to put this knowledge into practice and maximise learning. Day 2 focuses on practice, particularly understanding an organisation’s context, site visit planning and interviewing, RADAR © scoring and preparing and presenting feedback. Successful completion of this assessed course will enable delegates to perform self-assessment, internal assessment and peer assessment, allowing them to build real experience and support your business going forward. The New EFQM Qualified Assessor Training An intensive 3-day course which will further develop your staff members’ assessor competencies and their practical application through greater understanding

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of an organisation’s context and strategic priorities. It will confirm their experience through team work and discussion forums, supported by a case study, enabling them to perform a close to real life assessment of an organisation applying for the Recognised for Excellence programme. On Day 1, delegates consolidate precourse work on strategic priorities as a team, before looking at the importance of an organisation’s context and stakeholders’ expectations. They will gain a deeper understanding of the Fundamental Concepts and be able to use their knowledge of the Model and RADAR©. The focus of Day 2 is on the practical application of assessment in the Site Visit: turning hypothesis into feedback; site visit planning and interviewing; understanding “Ability to Demonstrate”; writing the Executive Summary, Criterion Part feedback and RADAR© Scoring. On Day 3 delegates will learn how to compile the feedback report including

strategic feedback on the Fundamental Concepts of Excellence, operational level feedback on criteria using RADAR © scoring, and provide feedback to senior management during a closing meeting. It is a challenging, assessed course so delegates must first have passed the EFQM Assessor Training and be able to demonstrate significant experience of assessing, in order to progress to the Qualified Assessor Training. We deliver all of these as open courses in our offices in Edinburgh and at various other locations in Scotland. All of our courses can be delivered in-house at your premises which may be beneficial both in terms of convenience and cost.

If you would like to find out more about our training and the EFQM Assessor Development Path, or about any of the other products and services we offer, please visit our website: www.qualityscotland.co.uk or call us on 0131 225 5765.

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EFQM Going Global The EFQM Model after 25 years, A Global Icon for Excellence

his year the European Foundation for Quality Management (EFQM) celebrated the 25th Anniversary of the EFQM Excellence Model and the EFQM Partners Network with a special partners’ forum in Milan during September. Leon Tossaint, the current CEO of EFQM welcomed national partners from 35 different countries from Portugal to Slovenia, from Ukraine to South Africa, China, Ecuador and Hungary as well as Scotland. The impact of the EFQM Model since it was launched at the first Partners’ Forum in Paris in October 1991 has been phenomenal with many leading organisations in Europe adopting the EFQM Excellence Model as their business model. Within a decade it was being adopted by other countries in the Middle East, Asia, South America and South Africa and today there is a global network of 45 national partners in 35 different countries. Although difficult to get an exact figure it is estimated that over 50000 organisations are (or have been using) the EFQM Excellence Model and that in the region of 1 million individuals have been trained or have actively used the Model in their organisations. The success in the deployment of the Model is due to the EFQM National Partners who have used the EFQM Model to support their member organisations, support their recognitions schemes and to spread the philosophy of Excellence worldwide. It is the EFQM Partners who collectively create the global EFQM Excellence Competence Network, a network that is unique in its extensive knowledge of applying Excellence in different cultures and business environments. In the future the emphasis of using the EFQM Model will focus on improving competitiveness. Every organisation will be increasingly challenged with the need to strengthen their competitive position. The EFQM Excellence Model will continue to anticipate new organisational development concepts and to adapt to the needs of all organisations; to be relevant and to allow organisations to continuously improve and sustain their performance. EFQM took the opportunity of the 25th Anniversary to launch their new brand – EFQM Leading Excellence

“In turbulent times like today, where changes occur on a daily basis, we are convinced that the adoption of the EFQM Excellence Model can help organisations to identify new opportunities, reduce the risk of failure and boost competitiveness beyond the limits. The EFQM Excellence Model offers the structure to better address the new trends and future challenges. Together with our Partners we will help organisations from the network to succeed in all of this.” Gianluca Mule, Director, EFQM Partners & Representatives 16

Excellence now

Receiving the Committed to Excellence Assessment Award on behalf of Hong Kong Police was Anna Yim-sheung TSANG, Chief Superintendent, Kenneth Kin-fai LI, Senior Assistant Commissioner and Rene Suk-man LAM, Superintendent.

Hong Kong Police Achieve Committed to Excellence Assessment Angela Howarth, Head of Membership Services, recently took EFQM to Hong Kong where she delivered an EFQM Assessor Training Course to five people within the Service Quality Wing of Hong Kong Police. During the week-long visit Angela also validated them for Committed to Excellence Assessment ably assisted via Skype (at 1.00 am UK time) by colleagues Lauren and Janet back in Scotland – a first for a Quality Scotland validation team. Fortunately they passed. While there Angela also delivered a half-day Introductory Seminar on the EFQM Excellence Model to approximately 100 of the Hong Kong Police staff.

Totem – encouraging employee engagement

“Quality Scotland is currently piloting this tool and finding it useful to see and keep up to date with what colleagues are doing while out at events or visiting members. It’s a more instant and informal way of communicating and you also have the opportunity to give “kudos” to team members in recognition for a job well done.” Claire Ford, CEO, Quality Scotland

n today’s ‘experience economy’, employees are expecting increasingly more than a paycheque from their employer. Job satisfaction, recognition from peers and a strong sense of belonging, are all shifting from fortunate additions over to fundamental requirements of employment. And they should be. Far from being a gimmick to appeal to millennials, these are effective objectives that raise productivity, retention and efficiency in the workplace. Totem, a new digital platform, is trying to show business this by providing an informal and professional environment for teams to communicate, learn and recognise each other. Since its launch in April, the mobile and desktop platform has exploded within teams of all shapes and sizes. With success across healthcare, hospitality, professional services, retail and logistics, Totem is helping teams feel close to each other, and the business. The team behind Totem, Play Consulting, are using their understanding of the games industry to build a truly engaging work tool that drives positive habits using techniques like behaviour loops and social hooks.

“Through Totem we’ve been learning how the formality of conversation is really dictated by the medium in which we use. By building a super friendly communication and recognition tool, we’ve watched teams learn a side of each other they hadn’t seen before.” Harry Lynn-Evans, Product Manager, Totem

Find out more at www.totem.team

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Quality Scotland

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Port of Leith Case Study

You just need to be an excellent organisation and the awards come as a result of having the quality processes in place Recognised for Excellence 4 Star winner 2016 ‘Harnessing Creativity and Innovation’ award winner 2016

ort of Leith Housing Association is a medium sized registered social landlord. Our ambition is “to make Leith the best place to be”. Our mission is to continue to grow and develop excellent services for people to achieve the ambition we have. We have plans in place to create a range of quality homes within neighbourhoods that are great places in which to live. Since 1975 we have invested over £200m in the ongoing regeneration of Leith and North Edinburgh. Now owning and managing over 2,700 affordable homes we are focused on supporting individuals to live independently and promoting the overall wellbeing of the community. Over the past 10 years our Training Opportunities in Lothian (TOiL) Programme has supported over 500 young people into employment or further education. We have worked alongside a wide range of locally based agencies to obtain and use grant funding of nearly £3m to benefit the wider community. A key strategic goal set out in our 2015 – 2020 Strategic Plan is for the Association to “make the organisation and its service delivery great”. To achieve this we

Excellence now

implemented our own PoLHA Excellence Programme which has been running for 4 years. This has focussed on creating cultural change, up-skilling in leadership and management competence and improvements to systems and processes across the whole organisation. We had a desire to aim for excellence because we wanted to, rather than approaching excellence from the perspective of ‘what do we need to win an award?’ We researched several quality models to help us understand what “excellence” might look like and chose the EFQM model as the most all-encompassing framework as it complemented work we were already engaged in using the Investors In People Standard. To introduce our Excellence Programme, we initially focussed on looking at ourselves from the customers’ perspective and what excellent service looks like to them. We began to challenge what metrics we were using to understand our performance as well as involving people in discussions about what would make the Association a place to work they would recommend to others. To help get staff as well as senior management

on board, we sought to avoid management speak. Developing both great leadership and management skills were considered to be key in any journey towards being an excellent organisation. We were aware that when a couple of key milestones were achieved in 2014, obtaining a Committed to Excellence Award and moving the organisation from a Bronze to Gold level IIP Award, people started to get more curious about what else they could to do to continue this success. The Recognised for Excellence Process: We continued to focus on the processes required to make Port of Leith Housing Association great. Other than the project leaders, the rest of the staff weren’t aware of the award requirements. We wanted staff to come to the conclusion that it’s fantastic to have data available to show how we’re doing and for them to feel that they could challenge traditional ways of doing things if they had a better idea and that these would be implemented. We were looking at embedding the idea of continuous improvement in everything we do rather

“We researched several quality models to help us understand what “excellence” might look like and chose the EFQM model as the most allencompassing framework as it complemented work we were already engaged in using the Investors In People Standard.” @qualityscotland

Quality Scotland

Excellence now

than just to fulfil an award requirement. Today, managers are using the data to focus on areas where improvements are needed and are identifying their data needs. The process started with a rigorous selfassessment. Key staff undertook Quality Scotland training on the EFQM excellence model, including three trained up to the level of accredited assessors. They carried out the internal self-assessment, which helped to identify enablers which were later used to inform the Recognised for Excellence (R4E) Award submission document. Results identified during the selfassessment process were highlighted to senior managers to confirm the areas that would be focussed on in the R4E Award submission. Once we had the assessment reports, the extensive list of areas of improvement identified were categorised using a range of headings e.g. Internal Communication, Leader/Manager Competence, Organisational Development, etc to enable an understanding of what elements of the business operations we needed to focus on moving forward in our journey towards being an excellent organisation.

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Port of Leith HA has a five year strategic plan, which is reviewed annually, with the EFQM business improvement plan embedded into this. All suggestions from EFQM, IIP and staff surveys are fed into the business plan. However no changes are made specifically to win an award. “We are always aware of the fact that we are on a journey and that it is a long term, steady journey that requires determination and persistence.” Mike Beniston, Head of Corporate Services To maintain our continuous improvement journey, we focus on key results areas for the business given the resources available e.g. we focussed on customer satisfaction within society and people results. Our staff engagement survey is qualitative rather than quantitative and gives us the information our business needs. Hints and Tips: • After highlighting all the issues, identify a limited set of categories under which all the issues sit. We had 92 individual issues under internal communications.

• Our self-assessment involved ten staff, but only one was a manager. In future, we will include key people for key enablers to ensure we are getting the most from the self assessment. For example Managers and Senior Managers should be present when discussing the Leadership criteria as they will have more to say on the subject and have more knowledge. • Confirm with Quality Scotland exactly what is expected from you during the assessment week and book all the relevant people in with a clear brief so they can explain and sell your organisation and give the assessors everything they need. • Timescales between submission and assessment mean that you need to start preparing all staff straight away and book in exact interview timings for key people far enough in advance. • We benefitted from hiring someone who had been through the assessment process before. Enabling us to clarify the process and highlight what information was required.

“We are always aware of the fact that we are on a journey and that it is a long term, steady journey that requires determination and persistence.” Mike Beniston, Head of Corporate Services

• Make sure you celebrate the award properly. We took the entire assessment team to the Scottish Awards for Business Excellence awards ceremony, representing all departments so they could go back and tell their team about the event. We also awarded everyone a half day off to recognise the work involved and get a celebratory message out to all staff. It has made front line staff ask the question ‘what next?’ Benefits of Going Through The Process: • A key benefit we hadn’t anticipated was the positive impact achieving the award had on people in relation to their feelings of pride about what we all do and the motivation to push on to higher levels. • Having obtained the 4 Star level award, this provides a good benchmark for where we are against other organisations. We are now working with Quality Scotland to benchmark with members across different sectors to learn how we can improve ourselves further.

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Quality Scotland

• The EFQM Excellence Model has given us confirmation that all areas in the way we do business are important and we should focus on all the aspects laid out in the EFQM framework, not just the obvious processes that enable us to get services delivered to external customers. • Using the framework to identify areas we needed to address and then looking at ‘how are we doing in those areas?’ helped us to identify that new and different streams of management information were needed to help us move towards being a great organisation. • We have observed that staff engagement levels have further improved, with barriers to involvement coming down as a result of the assessment process in which staff were able to reflect on and recognise their achievements.

The Future: We will continue to focus on developing a positive culture rather than making interventions in systems and processes, as it has been recognised that moving from ‘Good’ to ‘Great’ can only be done by engaging those delivering the work in continuous improvement. Our focus going forward from this position will be on staff empowerment directed at keeping everyone on board and thinking about what they need to do to make things better. The development of culture has to involve everyone from Board members to front line staff and we will be investing in methods to achieve this. To provide us with externally recognised evaluation of our progress, Port of Leith HA will continue using the EFQM framework and the Investors in People Standards. We are also planning to use The Times 100 Best Companies Awards. We will, however, continue to do what we think is the right thing “to make the organisation and its service delivery great” rather than doing things to score points against externally established standards to win awards. Excellence first – awards follow!!!

Excellence now

What’s New in the Housing Sector?

EVH Conference October 2016

Housing Association Network Update November 2016

Quality Scotland were delighted to have a stand at the EVH annual conference this year on Friday 28th October 2016. Held at the Fairmont Hotel, St Andrews, the conference was a well-attended event with a wide range of organisations exhibiting alongside us in the main exhibition area. The theme for this year’s event was “Taking Care of Business” and was well received by all attendees. Our stand was very busy throughout the day with many delegates showing an interest in the support Quality Scotland can offer, in trying out EQUIP Preview and in picking up our Pocket Guide and 25th Anniversary Case Study brochure. At our stand there was also the opportunity for delegates to enter into a free prize draw to win a half day facilitated session. The winner of our prize draw was Cassiltoun Housing Association!

Port of Leith Housing Association kindly hosted our most recent Housing Association Network meeting on the 3rd November 2016. Our keynote speakers were Mike Beniston, Head of Corporate Services and Ian Treger, Business Improvement Officer from Port of Leith Housing Association. Both Mike and Ian were heavily involved in the planning for their housing association’s successful Recognised for Excellence submission for this year’s awards cycle. Mike provided the group with an insight into Port of Leith Housing Association as an organisation, sharing some of the key challenges they have encountered in their improvement journey to date, and where they are now. The HA Network group also heard about how far Port of Leith have come since joining Quality Scotland and engaging their wider organisation with the EFQM Excellence Model. Following on from the discussion with Mike and Ian, the group shared with each other where they are on their own excellence journey providing hints and tips on a variety of aspects. The group also took the opportunity to identify topics which they would like to see covered and shared within the group in the 2017 Housing Association Network meetings and these will be used to inform future agendas.

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Quality Scotland Network Meetings The Networks meet quarterly to provide opportunities to ‘share what works’ and to apply this to current challenges and topical issues. Regardless of the size of your organisation or the sector you work in, members are all working with the EFQM Excellence Model. This provides a common language and framework to facilitate discussion and learning.

The Networks:

• Provide opportunities to share good practice and learn from others • Consider how the EFQM Excellence Model can help members manage current challenges • Enable you to network and build working relationships with other Quality Scotland members • Broaden your experience of the EFQM Excellence Model through guest speakers and links with the wider EFQM community

Voluntary Sector Network Update

2017 Network Meetings

Next VSN meeting on Tuesday 6th December 2016 The next VSN meeting will be on Tuesday 6th December at Quality Scotland. You are very welcome to arrive from 9.30am. The meeting is from 10am-12noon followed by lunch. Helen Happer, Chief Inspector at the Care Inspectorate is updating on developments at the Care Inspectorate. Links will be made with using the EFQM Excellence Model to support changes and align self-assessments. Sara Keane from Quality Scotland will give an overview of Lean thinking. This will make links with the Excellence Model and Care Inspectorate work. If you would like to attend and haven’t already confirmed please get in touch with Fiona Liddle fiona.liddle@qualityscotland.co.uk

Dates for 2017

The venue for meetings will be Quality Scotland. If you would like to host one of the meetings please get in touch. • Thursday 2nd February • Tuesday 16th May • Thursday 31st August • Tuesday 28th November If you would like any further information please get in touch with Fiona Liddle fiona.liddle@qualityscotland.co.uk

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Quality Scotland

Joint Network Meeting: This meeting is open to all Quality Scotland Network Groups 20th April 2017, 9.30-1pm Voluntary Sector Network Meetings: 2nd February 2017, 9.30-1pm 16th May 2017, 9.30-1pm 31st August 2017, 9.30-1pm 28th November 2017, 9.30-1pm Private Sector Network Meetings: 26th January 2017, 9.30-1pm 24th August 2017, 9.30-1pm 30th November 2017, 9.30-1pm Housing Association Network Meetings: 19th January 2017, 9.30-1pm 6th July 2017, 9.30-1pm 2nd November 2017, 9.30-1pm Public Sector Network Meetings: 29th June 2017, 9.30-1pm 14th September 2017, 9.30-1pm 7th December 2017, 9.30-1pm Excellence now

2017 We are delighted to announce Wheatley Group as the Main Sponsor of our Scottish Awards for Business Excellence 2017.

QUALITY SCOTLAND’S AWARDS CEREMONY WILL TAKE PLACE ON WEDNESDAY 21ST JUNE 2017 AT THE HILTON GLASGOW.

Sponsorship of Scottish Awards for Business Excellence 2017 Sponsorship Opportunities Each year many Scottish organisations strive to be the best and achieve excellence in everything they do and each year Quality Scotland’s Scottish Awards for Business Excellence recognises and celebrates that achievement and success. If you want to be a part of this excellence phenomenon then why not be a sponsor of Scotland’s leading and longest running awards – The Scottish Awards for Business Excellence 2017. Packages to suit all. Sponsor Package £3,000

Additional sponsorship opportunities

One free space at Quality Scotland’s Learning Journeys • Five seats at the Awards • 25% off additional seat bookings • Exhibition space at the Awards Reception • Half-page advert in Excellence Now • Inclusion on Quality Scotland’s website and social media • Networking opportunities

Exhibition space (includes one ticket)

Interested in sponsorship

Excellence Now Magazine Adverts Inside full-page £ 200 Inside half-page £ 100

For more information or to discuss sponsorship opportunities for 2017’s Awards: contact: Catriona McDougall email: catriona.mcdougall@qualityscotland.co.uk phone: 0131 225 5765 web: www.qualityscotland.co.uk

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£ 250

Equip for excellence

Our range of EQUIP products help you to: • Assess your organisation against the EFQM Excellence Model • Save time and resources when completing an award submission • Achieve tangible results from your improvement activities

“Using EQUIP for self-assessment was one of the most productive days we’ve spent together.”

Fully aligned with the EFQM Excellence Model and the Recognised for Excellence submission format, EQUIP Advanced is a self-assessment management system that will help you to embed a culture of continuous improvement in your organisation. More information

Deborah Taggart, Eildon Housing Association

Online package. Enables your organisation to complete a facilitated self-assessment and automatically produces a completed enabler map as part of your submission for Committed to Excellence: Assessment. More information

Online package. Ideal for beginning your excellence journey. Enables your organisation to complete facilitated self-assessment and begin the submission process for Committed to Excellence: Project Validation. More information

EQUIP Advanced is the final product in the EQUIP for Excellence suite of online systems. An online self-assessment management system that enables you to create, manage and report on self-assessment activity throughout your organisation. This system allows you to: • Access an interactive version of the EFQM Excellence Model, with guidance and access for all staff. Helping to familiarise everyone with the model and embed excellence across the organisation. • Create, manage and report on all assessments held on your system to monitor progress and track improvements over time. • Store and record results from your self-assessment sessions in the ‘Recognised for Excellence’ format to avoid duplication of effort.

Are you new to the EFQM Excellence Model? Do you want a quick test to identify your areas for improvement? Complete our ten minute introductory self-assessment to identify where to focus your resources

Preview

Start Your Self-Assessment Now

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Quality Scotland

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Student Placements and Internships

A Win-Win for students and Quality Scotland People

Partnerships & Resources

Develop people’s skills and competencies to ensure their future mobility and employability.

Establish and manage learning and collaboration networks to identify opportunities for creativity, innovation and improvement.

t Quality Scotland we like to make sure we’re doing our best to share what works. So, in keeping with the EFQM Excellence Model’s guidance on Partnership and Resources and People, we looked at helping students get the business experience they need to put their academic knowledge into practice and to remain competitive in the job market. Quality Scotland was fortunate to place two Edinburgh Napier Students this year to assist with the organising and running of our annual awards event, the Scottish Awards for Business Excellence. Kirsty Burton and Ani Atanasova are students in their third year studying Festival and Event Management; the course aims to teach individuals how to plan, design, market, operate and develop events, as well as explain how these events can be used to help local economies and communities. Kirsty and Ani took full advantage of their placements at Quality Scotland and took on various roles and responsibilities. Their learning outcomes for the placement ranged from improving their time keeping and organisation skills to learning more about how events like the Scottish Awards for Business Excellence are planned and coordinated from start to finish and how they can help support an organisation’s strategy and business outcomes. Providing students with a work placement also benefits the organisation offering them. Students can provide a fresh perspective, introduce new approaches, and add a different skill set to the team. Plus, as the students develop new skills and gain experience, it is true for other staff members—there is the opportunity to mentor,

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learn, and gain feedback on their management skills. Connecting with universities to offer student placements can be a fantastic way to share what works with the people you may encounter at future business meetings, interviews, or conferences. Over the summer Quality Scotland were also able to provide a marketing internship opportunity for Emma Laxton, an undergraduate in her final year studying English and Psychology at Dundee University. During her short 12 week internship Emma worked on multiple projects including: researching and creating marketing materials to target the SME market, reviewing and updating the website, designing a new template for QS e-news, updating social media and e-marketing reports, reviewing online products and proofreading marketing materials. Emma also became familiar with the EFQM Excellence Model attending Basic Assessor Training on her first day! The benefit of this was that it allowed her to apply the models RADAR logic to plan and deliver her work. A benefit she will be able to apply in her studies and in future employment. “Emma took the initiative and approached Quality Scotland regarding the possibility of an internship to explore whether marketing is the career she wants to pursue in the future. Nothing ventured, nothing gained—but it has certainly been a win-win for us both. Emma made a real contribution to the team, taking on and completing numerous projects in a short space of time. Always smiling, polite, keen to learn about marketing and able to work on her own initiative.” Elaine Sneddon, Marketing Director, Quality Scotland.

“I was given a variety of tasks and opportunities and I was able to see the event Scottish Awards for Business Excellence coming to life and to be part of the event planning process. The placement will be of great value as I learned how to work with different programmes and tools.” Kirsty Burton, Napier University Student

“As I am a Festival and Event Management student, it was a great opportunity to be part of the team organising an event like the Scottish Awards for Business Excellence. Tasks helped me get a better understanding of how an event is organised and how the whole process is completed.” Ani Atanasova, Napier University Student

“I am interested in pursuing a career in marketing and this internship allowed me to develop many marketing specific and transferrable skills including digital marketing, web admin, time management and teamwork.” Emma Laxton, University of Dundee Student

@qualityscotland

Quality Scotland

Excellence now

QUALITY SCOTLAND’S FORTHCOMING EVENTS

WEBINARS 26 January 2017, 2-3pm QS Tools to Support your Excellence Journey 23 February 2017, 2-3pm Using the EFQM Excellence Model to Support the Role of a Trustee 16 March 2017, 2-3pm Project Management 27 April 2017, 2-3pm Self-assessment aligned to EFQM and the Care Inspectorate 11 May 2017, 2-3pm Planning a Self-Assessment 8 June 2017, 2-3pm Using the EFQM to Attract Funding 23 August 2017, 2-3pm Lean & Six Sigma 14 September 2017, 2-3pm Getting started with the EFQM… 5 October 2017, 2-3pm Benchmarking

Comments from 2016 Webinar Programme “Have found the content of all the webinars very relevant and very good quality on presentation and content.” “Good overview and well presented.” “Very helpful presentation. Really learnt a lot from it.” “Really useful content. Just the right length too.” “Really enjoyed the webinar. Definitely came away with a lot more knowledge and top tips.” “Found this interesting and concise.” “I found the webinar very helpful.”

To book any of our upcoming events and webinars, go to our website: www.qualityscotland.co.uk/events or call us on: 0131 225 5765

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Learning, Training and Development Diary January – April 2017 January

Course/Event

Designed For/To

Location

Price

16th

Basic Assessor Introduction Webinar

This webinar will provide you with an introduction to / refresher of the Basic Assessor Training.

Online

Member: Free Non member: £30

16th

Basic Assessor Training Workshop

What makes an excellent organisation? This practical half-day workshop is designed to answer that question, based on understanding the links between the 2013 EFQM Excellence Model, the Fundamental Concepts, and the RADAR© logic.

Edinburgh

Member: £195 Non member: £390

17th

LSS Foundation Greenbelt (Module 1)

An introduction to the Lean Six Sigma principles and methodology, this course will suit anyone who needs a thorough understanding of what Lean Six Sigma is, and how it works in practice without yet requiring the more advanced statistical tools.

Edinburgh

Member: £1485 Non member: £1650

31st

Benchmarking Workshop

This practical half-day workshop will prepare you to carry out a benchmarking exercise within your own organisation.

Edinburgh

Member: £175 Non member: £300

February

Course/Event

Designed For/To

Location

Price

7th

Qualified Assessor Training (QAT)

This intensive 3-day course will further develop your assessor competencies and their practical application through greater understanding of an organisation's context and strategic priorities. It will confirm your experience through team work and discussion forums, supported by a case study, enabling you to perform a close to real life assessment of an organisation applying for the Recognised for Excellence programme.

Edinburgh

Member: £1250 Non member: £2500

22nd

EFQM Assessor Training

This new 2-day course provides you with theoretical and practical in-depth experience of assessing an organisation with the EFQM Excellence Model; it uses a case study close to a real submission document to simulate real-life assessing conditions for the group exercises

Edinburgh

Member: £950 Non member: £1900

March

Course/Event

Designed For/To

Location

Price

14th

EFQM Assessor Training (2 day)

Edinburgh

Member: £950 Non member: £1900

28th

Basic Assessor Introduction Webinar

This webinar will provide you with an introduction to / refresher of the Basic Assessor Training.

Online

Member: Free Non member: £30

28th

Basic Assessor Workshop

Edinburgh

Member: £195 Non member: £390

April

Course

Designed for/to

Location

Price

4th

Benchmarking Workshop

This practical half-day workshop will prepare you to carry out a benchmarking exercise within your own organisation.

Edinburgh

Member: £175 Non member: £300

24th

Basic Assessor Introduction Webinar

This webinar will provide you with an introduction to / refresher of the Basic Assessor Training.

Online

Member: Free Non member: £30

24th

Basic Assessor Training Workshop

Edinburgh

Member: £195 Non member: £390

25th

Qualified Assessor Training (QAT)

This intensive 3-day course will further develop your assessor competencies and their Glasgow practical application through greater understanding of an organisation's context and strategic priorities. It will confirm your experience through team work and discussion forums, supported by a case study, enabling you to perform a close to real life assessment of an organisation applying for the Recognised for Excellence programme.

25th

ISO 9001 Awareness / QMS Foundation Workshop NEW FORMAT for 2017

Suitable for novices, we begin with the basics of Quality Management, then walk you through the clauses of the Standard – making sure to explain and contextualise them to the satisfaction of each participant on the workshop.

Edinburgh

Member: £405 Non member: £449

26th

ISO 9001 Internal Auditor

In just 14 hours, using SQMC’s unique methodology, participants will learn how to confidently and assertively plan, conduct and report on an internal audit of an ISO 9001-based Quality Management System (QMS). Internal audits should provide more than surveillance of your own business operations – they should provide decision makers with usable data of aspects of the organisation which can be fine-tuned for maximum efficiency, or remedied swiftly in advance of those big certification audits. This course will help participants do just that, adding extra value to your annual audit schedule

Edinburgh

Member: £585 Non member: £649

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Quality Scotland

Member: £1250 Non member: £2500

Excellence now

QS Directory

info@qualityscotland.co.uk qualityscotland.co.uk Tel: 0131 225 5765

@qualityscotland Quality Scotland

Quality Scotland is a registered Scottish Charity, No SC040316

Chief Executive

Shared Services

Partners in Excellence

Claire Ford

Ciara Sutherland Learning, Training, Development and Office Manager

SQMC

Eileen McGregor Business Manager

Membership Services Angela Howarth Head of Membership Services and Account Director (PSIF / Public Sector) Sara Keane Account Director (Private Sector) Fiona Liddle Account Director (Third Sector) Janet Robertson Account Director (Education) John Cannon Account Director Lauren Irvine Account Director

Business Development Ann Pike Head of Business Development

Shona Angus Finance Assistant

Products and Services Melanie Thomson Online Products Developer Janet Robertson Director of Learning, Training & Development

Marketing and Events

Carol George Perform Consulting and Development Moore Allison Catalyst Consulting Ltd Harvey MacMillan Future Farmers

Networks VSN Fiona Liddle fiona.liddle@qualityscotland.co.uk

Elaine Sneddon Marketing Director

Private Sector Network

Joanna Kemp Marketing Manager

Public Sector Network

Sara Keane sara.keane@qualityscotland.co.uk Angela Howarth angela.howarth@qualityscotland.co.uk

Awards

Housing Association Network

Catriona McDougall Awards Manager

Janet Robertson janet.robertson@qualityscotland.co.uk

Young Enterprise Quality Award Janet Robertson janet.robertson@qualityscotland.co.uk

ÂŠ 2016 Quality Scotland