bernard casier member quality audit cell the flemish quality audit system brussels, 26 th june 2012
TRANSCRIPT
Bernard CasierMember
Quality Audit Cell
“The Flemish Quality Audit System”
Brussels, 26th June 2012.
10’ program…. Flemish quality audit What? Why? How?
ESF quality growth model ESF quality audits
For whom? ESF Q assessment project social economy Extra & questions
WhatWhat Flemish quality audit system?
= a tool for Q audits of Flemish enterprises accessing ESF funding
EFQM based: organisation-wide self-developed Q growth model
WhyWhyquality management for the ESF
actors?
A Flemish policy decisionA Flemish policy decision Q as a selection criterion for ESF funding Q audits for:
the assurance of minimum Q support for Q growth & more
professionalism
How?How?ESF quality growth model
• ESF Q model with the 9 EFQM areas (or criteria).
• In each area 22 points of attention (subcriteria)
• Every point of attention is described in 5 quality levels which outline the phases to excellence.
A next phase can only be reached when the previous phase is fully achieved!
ESF ESF Quality Growth ModelQuality Growth Model
Processes1
Employees’Results
1
Costumer Results
1,5
Society Results1
Strategy1
Partnerships&
management of resources
1
People1
Leadership1
Key Results
1,5
Organisational areas Result areas
Innovate, Improve & Learn
ESF Quality growth model: 22 points of attention
1. Mission statement, vision, values2. Governance structure
3. Involvement of leader(s) with their employees4. Strategic and operational goals
5. Operational plan6. Personnel policy
7. Tasks and responsibilities/ competencies personnel8. Follow up and enhancement of personnel performance
9. Training personnel 10. Strategic partnerships
11. Management of infrastructure, equipment and materials12. Financial management
13. Identification and design of the key processes14. Control of the key processes
15. Improvement and innovation of the key processes 16. Perception measurements customers
17. Performance indicators customers18. Perception measurements employees19. Performance indicators employees
20. Corporate Social Responsibility 21. Registrations, measurements and result evaluations22. Follow up and appreciation by governance bodies
ESF Quality growth model: development stages
Focus on activities (1)
Process oriented (2)
Integral involvement (3)
Externally oriented (4)
Excellence (5)
How?How?Flemish ESF Quality audit system
1. Q-paper2. Audit on desk3. Self-evaluation4. Audit during 1 day in the organisation
itself5. Audit report (+ ESF-label)
How?How? Q audit during 1 day in the
organisation 2 assessors: minimum 1 contact per assessor Consensus score and overall (coaching) oral
report at the end of the day Written report within 1 month Invites to guarantee the minimum Q & to
pursue optimization of Q Integrates Q labels (e.g. ISO, BRC, IiP, R4E, …)
- focus on aspects that have not been labelled.
For whomFor whomEach organisation/company
Profit & non-profit, public and private Large & small organizations /companies
Conclusion: flexible in use for different organisations/companies
Social economy ESF quality assessment project
Aim: increase & promote professionalization (minimum level 2 in 2016 = new decree on SE)
166 social economy organisations in 2 years SWOT inventory for the whole sector from a Q
point of view => Q thematic sessions for the organisation Individual and group Q support by project partners Q recommendations for sector & policy-makers
Social economy ESF quality assessment project
some first observations & conclusions Starters (level 1 & 2) versus experienced in
(labeled) Q ( (2- 4) A lot of know how (focus people), not always
shared Several Q points of attention (cfr audit model)
need extra support, focus on strategy and process management
Leadership support is needed Transition management (2016) is under
consideration
AUDIT CELL ESF Flanderssince 2001….
ESF QUALITY GROWTH MODEL SPECIFIC AUDIT METHOD ESF AUDIT INSTRUMENT
ESF QUALITY LABELQ-ICON
THEMATIC NETWORKQ BENCHMARK
From ESF-label to… EFQM-labeling
European anchoring: the ESF Q evaluation method is recognised as a self assessmenttool in the procedure for gaining a R4E-label (Recognised for Excellence) from EFQM (European Foundation of Quality Management)
Recognition in Flanders
• Audit instrument is used as a self assesmenttool for various inspections
• ESF label: admission ticket for tenders, Budget Economic Advice, …
• ESF Q model is the base for the implementation of a Q management system in social economy in Flanders (cfr project)
FEEDBACK AUDITEES “A great leap
forward!”• Increased focus on the strategic direction • Attention to all aspects of business management • Focus on competence-oriented personnel policy • Satisfaction surveys as a valuable source for
improvement • Measurement and follow-up of the objectives • Anchoring of internal processes and agreements
