![Page 1: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/1.jpg)
Michael CrowleyBusiness Excellence Executive
![Page 2: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/2.jpg)
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
![Page 3: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/3.jpg)
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
![Page 4: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/4.jpg)
Conference Theme
Quality – Vision Impossible
or
Unattainable Dream
![Page 5: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/5.jpg)
Quality!!!
• Quality – Vision Impossible
• How about - Quality – Possible Quality – Achievable Quality – Essential Quality – Vital Quality – The way forward
![Page 6: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/6.jpg)
How about!!!!
• Business Management System - Vision impossible
• Financial Management – Vision impossible
• Value for Money – Waste of Money
• Efficiency – inefficient
• Effectiveness – Ineffective
![Page 7: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/7.jpg)
If better is possible, then good is not enough!
![Page 8: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/8.jpg)
Quality is a fundamental aspect of all areas of business and business
management
![Page 9: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/9.jpg)
Quality Indicators must : reflect across all key areas of the business
be measurabletime framed
allocate responsibilityreviewed and reported
![Page 10: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/10.jpg)
Question!!
• Do Service Providers manage / determine how their Services operate!!
• Do Service Providers want to be instructed how their Services operate!!
![Page 11: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/11.jpg)
Quality may be considered by the Service Provider as a task of compliance
with National Standards
Service Level Agreements Contractual agreements
Services Provided
![Page 12: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/12.jpg)
Service Providers Perspective
• Expectations of :– Stakeholders – Funders – Users
![Page 13: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/13.jpg)
Indicators to verify Quality of Services
• Leadership /Governance • Business Management• Rights • Ethics• Customer focus• Participation or Involvement• Partnerships• Results – Financial & Non Financial
![Page 14: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/14.jpg)
Management is doing things right;
leadership is doing the right things.
Peter F. Drucker
![Page 15: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/15.jpg)
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
![Page 16: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/16.jpg)
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
![Page 17: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/17.jpg)
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
![Page 18: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/18.jpg)
Quality may be considered by the Service Provider as a task of compliance
with National Standards
Service Level Agreements Contractual agreements
Services Provided
![Page 19: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/19.jpg)
Quality may be viewed as indicators of Best Practice or indicators of Excellence
in the context of :Organisation
Functions / DepartmentsServices Provided
![Page 20: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/20.jpg)
I am careful not to confuse excellence with perfection. Excellence I can reach
for; perfection is God’s business
Michael J Fox
![Page 21: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/21.jpg)
Excellent companies don’t believe in excellence – only in constant
improvement and constant change
Tom Peters
![Page 22: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/22.jpg)
You can legislate for compliance…You can not legislate for
excellence!
![Page 23: Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care](https://reader036.vdocument.in/reader036/viewer/2022062511/5518ce25550346b31f8b5b71/html5/thumbnails/23.jpg)
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
Author unknown