icann 48 organisational excellence · icann began applying the efqm model in 2009 because: • it...
TRANSCRIPT
![Page 1: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/1.jpg)
ICANN 48 !Organisational Excellence!
![Page 2: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/2.jpg)
2
AGENDA!
+ Focus on Organisational Excellence
+ Model – EFQM
+ Achievements & Goals
Appreciate Your Input & Collaboration!
![Page 3: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/3.jpg)
3
![Page 4: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/4.jpg)
Organisa*onal Objec*ves & Goals + NgTLD Opera*onal
Globaliza*on & Growth
Complexi*es
Risks
& Opportuni*es 4
![Page 5: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/5.jpg)
Change Transform Success
改变 Gǎi biàn
变成 Biàn chéng
成功 Chéng gōng
5
![Page 6: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/6.jpg)
6
ICANN is a proud member of EFQM
ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN customers & stakeholders
use the model • EFQM is a not-for-profit and non-
governmental membership association
Model – EFQM!
EFQM = European Founda.on for Quality Management
![Page 7: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/7.jpg)
7
Excellent Organisa/ons achieve and sustain outstanding levels of performance meet or exceed expecta/ons of all their stakeholders
![Page 8: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/8.jpg)
8
A dynamic assessment framework & powerful management tool A structured approach of con*nuous assessment to achieve sustainable excellence
![Page 9: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/9.jpg)
9
A framework to help organisa*ons convert the Fundamental Concepts and RADAR logic into prac*ce
![Page 10: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/10.jpg)
10
IANA Team Achievements!
+ 4th annual self-assessment in January
+ External assessment in August
+ Achieved Committed to Excellence
+ We are still on the journey…
![Page 11: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/11.jpg)
11
We have conducted a series of consultations and • Have agreed performance
standards with customer groups • Begun publishing performance
metrics • Agreed and published user
instructions documentation • Will be introducing a secure
notification service
IANA – Additionally…!
![Page 12: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/12.jpg)
12
We ran our first survey last year and discussed the results in Toronto Feedback suggested • Going for a longer survey would
be fine • Segmented results are important
IANA Last Year’s Survey!
![Page 13: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/13.jpg)
13
IANA – This Year’s Survey!
+ 2nd annual customer survey underway + Conducted by a 3rd party to ensure anonymity
+ Only aggregate statistical results provided to ICANN
+ Segmented by customer group
+ Results likely to be published early in 2014
![Page 14: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/14.jpg)
![Page 15: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/15.jpg)
![Page 16: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/16.jpg)
![Page 17: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/17.jpg)
![Page 18: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/18.jpg)
18
![Page 19: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/19.jpg)
19
![Page 20: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/20.jpg)
2 Opera.ons-‐relevant goals of CEO: Ø Opera*onalize 3-‐hub model to fulfill our globaliza*on commitment.
Ø The process of matrix-‐ing opera*onal & administra*ve func*ons across the hubs should be established & star*ng to be deployed.
Opera.ons Team Goals: Ø Reorganize to achieve 3-‐hub globaliza*on – effec*ve & within budget Ø Improve processes for efficiency & proper controls
Ø Increase financial & opera*onal performance visibility for mi*ga*on & advancements
Ø Self & Team advancement
20
![Page 21: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/21.jpg)
21
To Achieve: Ø Goals & Objec*ves Ø On Time & within Budget
![Page 22: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/22.jpg)
22
![Page 23: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/23.jpg)
23
Global Hub
Admin & HR Dvlpmt
HR Operation Services
Finance Procurement PMO ERM Mtg Ops &
Int'l RE Ops
Leadership
AMERICAs LA Team LA Team LA Team LA Team LA Team LA Team US Team
LA Team EMEA
Int’l - HR Dvlpmt
(Brussels)
Ops Mgr (Istanbul) Reports to Sally Costerton
Mtg Planner
(Istanbul)
APAC Ops Mgr (Singapore) Reports to Y.C. Kuek
Mtg Planner
(Singapore)
![Page 24: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/24.jpg)
ü Achieved clean FY13 audit ü Launched regular budget review and financial repor*ng ü Cost control & process improvements in various areas ü Resourcefully and crea*vely minimized health benefits cost
annual increase from 12% to 1.6% for US staff (6/2013 base) ü Developed EDB V1 with exis*ng metrics, and begin launching V2
to review & assess key metrics ü Completed enterprise risk assessment and mi*ga*on plan –
ready to implement mi*ga*ons ü Completed management competency & communica*on
guidelines, building HR development plan.. both to roll out in T2
24
![Page 25: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/25.jpg)
Ø Management visibility – KPIs
Ø Cost controls while ensuring quality Ø Process improvements
Ø Risk mi*ga*on implementa*on
Ø Staff & Management development
Ø Communica*on – reducing silos
… Ge%ng ready for EFQM Assessment 25
![Page 26: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/26.jpg)
26
![Page 27: ICANN 48 Organisational Excellence · ICANN began applying the EFQM model in 2009 because: • It is not tied to any one country • It is used on multiple continents • Many ICANN](https://reader034.vdocuments.net/reader034/viewer/2022051815/603d918cf5fb52234a433630/html5/thumbnails/27.jpg)
27