Quality Management with the CAF (Common Assessment Framework)

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Quality Management with the CAF (Common
Assessment Framework)

• Thomas Prorok

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Definition of quality
Quality

• the extent to which the requirements and/or the
  expectations of politics, science, citizens,
  administration etc. on the public sector and its
  organisations are met.

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European QM-Systems and QM-Models

• European Foundation of Quality Management-Model
  (EFQM)
• Common Assessment Framework (CAF of the EU)
• ISO 90012000
• Speyer Award for Quality in the Public Sector

T QM
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TQM-Philosophy
ACT
PLAN
CHECK
DO
Excellence
QM-Systems
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EFQM Model
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CAF - Common Assessment Framework

• Aim simple, easily applicable framework for the
  self-rating procedure
• designed for the public administration
• suitable for different kind of organisations
• Comparability
• Basis for benchmarking

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CAF - criterion 1
1.1. Give direction to the organisation
develop and communicate vision, mission and
values
1.2. Develop and implement a system for managing
the organisation

Results 6-7-8-9
How the leaders
1. Leadership
1.4. Manage the relations with the politicians
and other stakeholders
1.3. Motivate and support the people in the
organisation and act as a role model
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CAF - criterion 2

2. Strategy Planning
2.3. Implement strategy and planning in the
whole organisation
9. Key performance Results
2.2. Develop, review and update strategy and
planning
2.1. Gather information relating to present and
future needs of stakeholders
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Criteria 3 - 9
3. HRM
4. Partnerships and resources
5. Process and change management
6. Citizen/customer oriented results

• 7. People results

8. Society results
9. Key performance results
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Enablers assessment panel
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CAF in Europe
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Example self-assessment using CAF