Q.A. in TRAINING Q.A. in TRAINING Change Management Change Management

ReviewReviewThe case Study The case Study

of of

Banca CR Firenze GroupBanca CR Firenze Group

Mario SpataforaMario Spatafora

DISSEMINATION CONFERENCEDISSEMINATION CONFERENCE

ATHENSATHENS

15th February 200815th February 2008

Planning(purpose &

plan)

Implementation

Evaluation &

Assessment

Review (feedback and procedures for

change)

MethodologMethodologyy

CQAF ModelCQAF ModelCQAF ModelCQAF Model

METODOLOGYMETODOLOGY The Educational AreaThe Educational Area

Mission & PLANNINGMission & PLANNING

Q.A. PolicyQ.A. Policy

Company’s GoalsCompany’s Goals

Market ChallengesMarket Challenges

IMPLEMENTATIONIMPLEMENTATION

Processes & Procedures Processes & Procedures

Priorities’ ManagementPriorities’ Management

ASSESSMENTASSESSMENT

REVIEW / Change ManagementREVIEW / Change Management

The Educational AreaThe Educational Area

Organizational changesOrganizational changesTraining strategiesTraining strategies

SupportSSupportS

TRAINING CENTRE PHASES

PlanningPlanning Implementation Implementation

ISO 9001:2000 SystemISO 9001:2000 System

Since Since october 2003 october 2003 – – renewed in 2006.renewed in 2006.

EvaluationEvaluation ReviewReview

Educational Area Educational Area

Transparent “Quality Issues Policy” Transparent “Quality Issues Policy”

Appropriate training offerAppropriate training offer

Educational & professional activitiesEducational & professional activities

MissionMission

Q.A. POLICYQ.A. POLICY

MarketMarket

Professional carrier pathProfessional carrier path

TRAINING TRAINING

PLANNINGPLANNING

knowledge & competencesknowledge & competences

IMPLEMENTATIONIMPLEMENTATION

COMPANY’S GOALSCOMPANY’S GOALS

Professional developmentProfessional development

through through

Education & TrainingEducation & Training

To manage the ChangesTo manage the Changes

Motivation Motivation ProfessionalityProfessionality FlexibilityFlexibility CreativityCreativity

Quality Assurance System Quality Assurance System

COMPANY COMPETITIVE ADVANTAGECOMPANY COMPETITIVE ADVANTAGE

Q. A. processesQ. A. processes EmpowermentEmpowerment Efficacy Efficacy EfficiencyEfficiency

COMPANY QUALITY CULTURECOMPANY QUALITY CULTURE

LEARNING ORGANIZATIONLEARNING ORGANIZATION

Elements:Elements:

Processes & ProceduresProcesses & Procedures

Organizational Developm.Organizational Developm. H.R. ManagementH.R. Management

PROCEDURES: THE 4 “C”PROCEDURES: THE 4 “C”

◊ Culture & Training needs analysisCulture & Training needs analysis

◊ Census of knowledge Census of knowledge

◊ Census of competencesCensus of competences

◊ Customer satisfactionCustomer satisfaction

◊ Ad hoc Training coursesAd hoc Training courses

PRIORITIES’ MANAGEMENTPRIORITIES’ MANAGEMENT

HR & I.C.T. InfrastructuresHR & I.C.T. Infrastructures

Inter-company coursesInter-company courses

Teachers & TrainersTeachers & Trainers

DocumentationDocumentation

Assessment of qualityAssessment of quality

AssessmentAssessment

Services’ qualityServices’ quality

Customers satisfactionCustomers satisfaction

Staff professionalityStaff professionality

Training Productivity Training Productivity

StructuresStructures

CHANGE MANAGEMENTCHANGE MANAGEMENT

Market evolutionMarket evolution Customers needsCustomers needs Management of non-conformityManagement of non-conformity Data analysisData analysis Monitoring & AssessmentMonitoring & Assessment

CORRECTIVE & PREVENTIVE ACTIONS CORRECTIVE & PREVENTIVE ACTIONS

REVIEWREVIEW

AD-HOC REPORTAD-HOC REPORT

Activities & projects PlanningActivities & projects Planning

Description of performancesDescription of performances

Goals achievedGoals achieved

Improvement plansImprovement plans

Census of technical knowledges

Census of competences

Analysis of the results

Assessment of performances

Internal selection

Q. A.Q. A. CONCLUSIONS: CONCLUSIONS:

THANK YOUTHANK YOUFOR YOUR ATTENTIONFOR YOUR ATTENTION Mario SpataforaMario Spatafora

THANK YOUTHANK YOUFOR YOUR ATTENTIONFOR YOUR ATTENTION Mario SpataforaMario Spatafora