implementation of efqm excellence model in statistics estonia and lessons learned remi prual...

Implementation of EFQM Excellence Model in Statistics Estonia and lessons learnedRemi Prual

Statistics Estonia

quality manager

10.07.2008

10.07.2008 Q2008 Implementation of EFQM Excellence Model in Statistics Estonia and lessons learned

Presenter

Name

– Remi PrualEducation

– Information sciences BA

– Information management MAWork in Statistics Estonia

– 2 years in marketing and dissemination department

– 2,5 as a quality managerPrevious work experiences

– data systems, data collection, data analysis etc


Table of contents

Quality management in Statistics EstoniaImplementation of EFQM Excellence ModelLessons learned on 3 levels:

– Organisational level

– Project level

– Model level

1.Organisational level

2.Project level

3.Model level


Quality management in the office

Quality management activities without general framework

– strategic planning

– user satisfaction surveys

– standards of services

– staff satisfaction survey

– several personnel policies (training policy etc)

– … more examples



2.Project level

3.Model level

Lessons

Lesson 1.1: Explain the need for quality framework!

– Why the office needs it?– Which framework(s) to use and why?– What are the benefits?– What are the costs?

Lesson 1.2:Explain connections between differentmanagement frameworks!

– QM frameworks & strategy, workplans,results, user satisfaction surveys etc.


Quality management in the office

Quality management activities without general framework

– strategic planning

– user satisfaction surveys

– standards of services

– staff satisfaction survey

– several personnel policies (training policy etc)

– … more existing examples2005 ESS Code of Practice2006 CAF presentations (not in use)2007 EFQM Excellence Model



2.Project level

3.Model level

Lessons

Lesson 1.3:

Top management support is essential!

– Strategical desicions for organisation

– Silent knowledgeLesson 1.4:

Use the external expertise and support!

– Know-how

– Experiences

– Helps the organisation to decide


In December 2006 Statistics Estonia joined the base level project “Edasipürgiv organisatsioon” of the Estonian National Quality Award (ENQA) implemented by Estonian Association for Quality (EAQ).

The main goal of Statistics Estonia was to assess the organisation according to the well-known EFQM Excellence Model and get the input into quality management activities and also into the 2008–2011 strategy.

Implementation



2.Project level

3.Model level

Lessons

Lesson 2.1: Have clear goals!

– Why to use EFQM? What’s the benefit?Lesson 2.2:Plan resources and responsibilities!

– Phases, time, expenses– Participants– Do not burden organisation!

Lesson 2.3:Introduce goals and plans!

– At least to management levels


The training took place on 15 January 2007. Self-assessment team and heads of departments were

invited. Training was carried out by Tiia Tammaru, who is a

researcher in Tallinn University of Technology and also member of the board of Estonian Association for Quality.

Training


Director general – Priit Potisepp Deputy director general – Tuulikki Sillajõe Head of general department – Katrin Toomel Head of marketing and dissemination department – Anne Nuka Head of personnel department – Kadri Ruttas Head of general government and financial sector statistics

department – Agnes Naarits Quality manager – Remi Prual Statistician from social statistics department – Mari Toomse In addition finance manager Viive Aasa and marketing manager

Indrek Kask answered to questions from their subject fields. On two first days Tiia Tammaru from EAQ also took part in self-

assessment as a tutor.

Self-assessment team



2.Project level

3.Model level

Lessons

Lesson 1.3: Top management support is essential!

– Strategical desicions for organisation

– Silent knowledgeLesson 1.4:Use the external expertise and support!

– Know-how

– Experiences

– Helps the organisation to decide


Self-assessment team answered individually to all 90 questions in the self-assessment questionnaire before our first meeting.

Quality manager summarized all answers, that helped the team during the self-assessment.

Self-assessment



2.Project level

3.Model level

Lessons

Lesson 3.1:

Use existing data & measures!

– Strategy

– Policies

– SurveysLesson 3.2:

Hand out specific criterias!

– Leadership: top management

– Policy & Strategy: general department

– People: personnel department


In the beginning we planned to finish the process in one day, but it took four days to get consensual answers and points to all questions.

Main reason for that is the comprehensiveness of the team on giving answers to the questionnaire.

2 days for „Enablers“ criterias, one day for „Results“ criterias and the forth day for choosing improvement actions for future.

Self-assessment



2.Project level

3.Model level

Lessons

Lesson 2.4:

Try to stick to the plan!

– Participants expect it

– There are other activitiesLesson 2.5:

Make corrections in plans if needed!

– It’s hard to forecast everything

– Think of goals



2.Project level

3.Model level

Lessons

Lesson 3.3:

Use the synergy and write down ideas!

– Silent knowledge appears

– Lot of brainstorming

– Interesting ideas for futureLesson 3.4:

Write down all improvement areas!

– Study

– Learn

– Improve


Similar problems were grouped:

– Problems connected to Strategy

– Problems connected to Planning

– Problems connected to Personnel 6 most important improvement actions were chosen. Actions were assessed by their influence on

organisation’s main strategic goals and capability to carry out activities within next three months (duration of the „Edasipürgiv organisatsioon“ project“).

Prioritising the improvements


Description of the strategy development process Designing of 2008 surveys in new IT application

„Korraldaja“ („Organiser“) Monitoring of 2008 production process in new IT

application „Korraldaja“ Re-arranging of salary system Assessment of work positions in Statistics Estonia Improvement interviews with 80% of workers

List of priorities



2.Project level

3.Model level

Lessons

Lesson 3.5:

Carry out improvement actions ASAP!

– Fresh ideas

– Synergy support

– Plan activities

– Add to strategy

– Add to workplans


External validator assessed the success of „Edasipürgiv organisatsioon“ project.

Interviews with improvement teams were carried out. Statistics Estonia received „Edasipürgiv organisatsioon“

and EFQM „Committed To Excellence“ recognitions.

The Site Visit



2.Project level

3.Model level

Lessons

Lesson 2.6:

Keep an eye on the project!

– Progress

– ContentsLesson 2.7:

Push/pull the project if needed!

– Reminders to participants

– Help with know-howLesson 2.8:

Plan periodical future activities!


Improvement actions were handed out to departments. Many have been carried our already, other activities have

been added to the strategy 2008-2011. Next EFQM Excellence Model based self-assessment is

planned for 2009.

Future plans



2.Project level

3.Model level

Lessons

Lesson 1.1: Explain the need for quality framework!Lesson 1.2:Explain connections between different

management frameworks!Lesson 1.3: Top management support is essential!Lesson 1.4:Use the external expertise and support!



2.Project level

3.Model level

Lessons

Lesson 2.1:

Have clear goals!Lesson 2.2:

Plan resources and responsibilities!Lesson 2.3:

Introduce goals and plans!Lesson 2.4:

Try to stick to the plan!



2.Project level

3.Model level

Lessons

Lesson 2.5:

Make corrections in plans if needed!Lesson 2.6:

Keep an eye on the project!Lesson 2.7:

Push/pull the project if needed!Lesson 2.8:

Plan periodical future activities!



2.Project level

3.Model level

Lessons

Lesson 3.1:Use existing data & measures!Lesson 3.2:Hand out specific criterias!Lesson 3.3:Use the synergy and write down ideas!Lesson 3.4:Write down all improvement areas!Lesson 3.5:Carry out improvement actions ASAP!


Thank you for listening!

Remi PrualStatistics Estoniaquality manager

[email protected]

implementation of efqm excellence model in statistics estonia and lessons learned remi prual...

Documents

lessons learnedlessonslesson

management support

quality framework

quality eaq

qm frameworks strategy

differentmanagement

data collection

estonian association