q.a. in training change management review the case study of banca cr firenze group mario spatafora...
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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
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Planning(purpose &
plan)
Implementation
Evaluation &
Assessment
Review (feedback and procedures for
change)
MethodologMethodologyy
CQAF ModelCQAF ModelCQAF ModelCQAF Model
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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
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The Educational AreaThe Educational Area
Organizational changesOrganizational changesTraining strategiesTraining strategies
SupportSSupportS
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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
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Educational Area Educational Area
Transparent “Quality Issues Policy” Transparent “Quality Issues Policy”
Appropriate training offerAppropriate training offer
Educational & professional activitiesEducational & professional activities
MissionMission
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Q.A. POLICYQ.A. POLICY
MarketMarket
Professional carrier pathProfessional carrier path
TRAINING TRAINING
PLANNINGPLANNING
knowledge & competencesknowledge & competences
IMPLEMENTATIONIMPLEMENTATION
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COMPANY’S GOALSCOMPANY’S GOALS
Professional developmentProfessional development
through through
Education & TrainingEducation & Training
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To manage the ChangesTo manage the Changes
Motivation Motivation ProfessionalityProfessionality FlexibilityFlexibility CreativityCreativity
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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:
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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
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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
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AssessmentAssessment
Services’ qualityServices’ quality
Customers satisfactionCustomers satisfaction
Staff professionalityStaff professionality
Training Productivity Training Productivity
StructuresStructures
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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
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AD-HOC REPORTAD-HOC REPORT
Activities & projects PlanningActivities & projects Planning
Description of performancesDescription of performances
Goals achievedGoals achieved
Improvement plansImprovement plans
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Census of technical knowledges
Census of competences
Analysis of the results
Assessment of performances
Internal selection
Q. A.Q. A. CONCLUSIONS: CONCLUSIONS:
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THANK YOUTHANK YOUFOR YOUR ATTENTIONFOR YOUR ATTENTION Mario SpataforaMario Spatafora
THANK YOUTHANK YOUFOR YOUR ATTENTIONFOR YOUR ATTENTION Mario SpataforaMario Spatafora