Item 4.2: New Developments

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EUROCONTROL Agency Journey to Excellence Self
Assessment
23 October 2003 Patrick LYNAMChairman, Agency
Group for Excellence
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EUROCONTROL

• EUROCONTROL is the European Organisation for the
  Safety of Air Navigation.
• Founded in 1960 by 6 States, now 31 Member
  States.
• Our prime objective is the development of a
  seamless, pan-European air traffic management
  (ATM) system.
• Our staff is made up of more than 30
  nationalities.
• We have experts in many aspect of ATM (Technical,
  Operational and Human Factors).

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EUROCONTROL States

• Germany
• Albania
• Austria
• Belgium
• Bulgaria
• Cyprus
• Croatia
• Denmark
• Spain
• Finland
• France
• Greece
• Hungary
• Ireland
• Italy
• The Former Yugoslav
• Republic of Macedonia
• Luxembourg
• Malta

• Monaco
• Norway
• Luxembourg
• The Netherlands
• Portugal
• Slovak Republic
• Czech Republic
• Romania
• The United kingdom
• Slovenia
• Sweden
• Switzerland
• Turkey

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Main Objective
EUROCONTROL is harmonising and integrating Air
Navigation Services in Europe, aiming at the
creation of a European Air Traffic Management
System, in order to achieve the safe, orderly,
expeditious and economic flow of air traffic
throughout Europe.
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Our Journey to Excellence-1

• The first initiatives to formalise Excellence in
  the Agency started in 1996 with the set up of the
  Agency Quality Group.
• A Quality Policy was signed of by the DG in 1997.
• EUROCONTROL joined the European Foundation for
  Quality Management in 1997.
• The responsibility to deliver the agreed
  objectives was with the Directorates.

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Our Journey to Excellence-2

• In 2001 the revised Agency Excellence Policy was
  approved and the Agency Group for Excellence
  (AGE) created.
• In 2002 the cross-Agency approach to Excellence
  was decided on.
• The Agency will apply for the EFQM Recognised
  for Excellence Award in 2005.

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Excellence Policy Benefits-1

• Improved Business Planning Process.
• Stimulated Performance Management and development
  of KPIs.
• Customer Focus and management of the Customer
  Results.
• Cross Agency Staff Satisfaction Surveys.

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Excellence Policy Benefits-2

• Structured approach to identify and address Areas
  for Improvement.
• Provides objective and quantitative appraisal of
  the organisation.
• Easier to benchmark with other organisations.
• Enabler of Change.

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Why an Agency Approach?

• Our Stakeholders will judge performance at the
  level of the Agency.
• Resource savings will be achieved by re-use of
  knowledge and experience.
• A consistent approach will be evident throughout
  the Agency.
• The Agency culture will be strengthened by the
  involvement of staff on Agency-wide projects.
• It will contribute to the positive Agency image
  and to the pride of belonging to it amongst all
  staff.

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How we manage Continuous Improvement
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Our methods for Self-Assessment

• Award Simulation (4 Business Units/Directorates)
• Questionnaire/Workshop ( 3 Business
  Units/Directorates)
• Matrix (1 Business Directorate)
• Our aim is to evolve to the Award Simulation
  approach cross Agency

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R4E Major Milestones -1

• 1. Set up of the R4E-TF May 2003
• 2. Development of Project Charter July 2003
• 3. Profile the Organisation Sep 2003
• 4. Develop first version of submission
  documentbased on the Assessment reports produced
  by all Directorates Dec 2003
• 5.Training of EFQM Assessors Ongoing

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R4E Major Milestones -2

• 6. External validation of the submission
• document Dec 2003
• 7. Application for R4E with EFQM 3Q 2004
• 8. Submission for the R4E Award 3Q 2005
• 9. EFQM Assessors site visit 3Q 2005
• 10.R4E Award 4Q 2005

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Thank You