michael crowley business excellence executive. rehab group overview not for profit organisation...
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Michael CrowleyBusiness Excellence Executive
Rehab Group Overview• Not for Profit Organisation• Divisions
– 5 Divisions
• Services– Health & Social Care– Training & Education– Rehabilitation– Employment Services
• Client Numbers– 46,000 Clients 2009
Rehab Group Overview• Staff numbers
– 3,350 Staff
• Service Locations– Ireland– England– Scotland– Netherlands– Poland
• Quality Initiatives– EFQM / ISO / EQUASS Excellence & Assurance /
IiP & ETP / National Standards
Conference Theme
Quality – Vision Impossible
or
Unattainable Dream
Quality!!!
• Quality – Vision Impossible
• How about - Quality – Possible Quality – Achievable Quality – Essential Quality – Vital Quality – The way forward
How about!!!!
• Business Management System - Vision impossible
• Financial Management – Vision impossible
• Value for Money – Waste of Money
• Efficiency – inefficient
• Effectiveness – Ineffective
If better is possible, then good is not enough!
Quality is a fundamental aspect of all areas of business and business
management
Quality Indicators must : reflect across all key areas of the business
be measurabletime framed
allocate responsibilityreviewed and reported
Question!!
• Do Service Providers manage / determine how their Services operate!!
• Do Service Providers want to be instructed how their Services operate!!
Quality may be considered by the Service Provider as a task of compliance
with National Standards
Service Level Agreements Contractual agreements
Services Provided
Service Providers Perspective
• Expectations of :– Stakeholders – Funders – Users
Indicators to verify Quality of Services
• Leadership /Governance • Business Management• Rights • Ethics• Customer focus• Participation or Involvement• Partnerships• Results – Financial & Non Financial
Management is doing things right;
leadership is doing the right things.
Peter F. Drucker
Ethical Approach
There is no such thing as business ethics there is only one kind -
You have to adhere to the highest standards.
Marvin Bower,
McKinsey & Co
What distinguishes quality Social Services•Leadership / Governance
– Prerequisites for quality Services - Funding– Best Practice– Model for Sector – Innovation
•Business focused– Business Management– Results focused
• Financial• Non Financial
•Partnership focused– Strategic– Service
What distinguishes quality Social Services•Customer / Client focused
– Person Centred– Rights based
•Ethical focus– Staff – Equality– Confidentiality
•Staff focused– Skills & Competencies Staff – Intellectual Asset
•Continuous Development – Internal / External Audit– Benchmarking
Quality may be considered by the Service Provider as a task of compliance
with National Standards
Service Level Agreements Contractual agreements
Services Provided
Quality may be viewed as indicators of Best Practice or indicators of Excellence
in the context of :Organisation
Functions / DepartmentsServices Provided
I am careful not to confuse excellence with perfection. Excellence I can reach
for; perfection is God’s business
Michael J Fox
Excellent companies don’t believe in excellence – only in constant
improvement and constant change
Tom Peters
You can legislate for compliance…You can not legislate for
excellence!
Final thought!To maintain excellence you must:
Care more than others think is wiseRisk more than others think is safeDream more than others think is practical
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