session 3: learning by using caf several times - municipality of salzburg

STADT:SALZBURGq

Session 3: Learning by using CAF several times - Municipality of Salzburg

STADT:SALZBURGq


Learning by using CAF several times

Presentation according to the CAF criteria

Leadership Strategy and Planning

Human Resources Management

External Partnerships and Resources

Process and ChangeManagement

Customer/Citizen-Oriented Results

People (Staff)Results

Impact on Society Key PerformanceResults

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Criterion 2: Strategy and Planning

Develop, review and update strategy and planning

annual quality plan

annual evaluation of target commitments with stakehoder representatives

agreement on target commitments in co-operation with staff members(top down and bottom up)

develop and implement system of key indicators

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The Annual Quality Plan

Structured according to CAF focus areas

Objectives per focus area

Each objective AssignmentStakeholderMeasuresEvaluation

Priorisation per objective

Follow-up based on audits

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Implement strategy and planning in the whole organisation

Benchmarking and benchlearnig – use all available possibilities

Annual application of CAF by project team

Internal audit by municipal management

External audit by certification institute

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Implement strategy and planning in the whole organisation

Closed (quality) management cycle

Audit results are objectives in the next year‘squality plan

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DODO

ACTACTCAF

Quality-plan

Implementmeasures

Evaluation by- customer survey- key indicatorsCHECKCHECK

Masterplan and

centralrequirements

internal

external

Audits

PLANPLAN

Closed Management Cycle –PDCA - CyclePDCA - Cycle

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Criterion 6: Customer / Citizen-Orientated Results

How do we maximize utility of the results ofour customer satisfaction measurements?

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Internal questionnairein Turkish

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customer/citizen satisfaction

Qualitativecustomer survey

Key representatives

Internal survey

External survey

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The Qualitative Customer Survey

Comprehensive interview

by external assesor using predefined methods and evaluation

with interpreter if needed

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Benchmarking – we compare ourselves to, and learn from

internal customer surveys

customer surveys in other cities

CAF network -2003 comparison with a Slovenian administration

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Criterion 9: Key Performance Results

Have we achieved our goals?

Staff satisfaction and customer satisfaction

1999 2000 2001 2002Y e a r

2,33

1,79

2,07

1,43

1,72

1,32

1,74

1,38

Staff

Customer

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Have we achieved our goals?Staff satisfaction and customer satisfaction

Instead of up to eight weeks: less than one hourless than one hour

Cost per case have been reduced from € 71 to € 54from € 71 to € 54

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Have we achieved our goals?

Positive perception in practically all media and a non-issue in day-to-day politics or in recent elections

Evaluation and benchmarking of the model by international universities -Salzburg UniversityHannover UniversityCottbus Universitiy of Technology

STADT:SALZBURGq


Summary

What have we learned from the repeatedapplication of CAF?

CAF is suitable for newcomer and advanced quality managers

Creation of quality awareness and developing a culture of permanent improvement

Realistic plan for annual improvements

Rigorous application of the PDCA cycle to achieve a management model that meets the requirements of TQM, ISO, ...

session 3: learning by using caf several times - municipality of salzburg

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