Govan Initiative Ltd Promoting Excellence in Scotland s Communities

1. Govan Initiative Ltd “Promoting Excellence in Scotland’s Communities”

2. Julie Riley Assistant Chief Executive (Business Improvement)

3. BACKGROUND Govan Initiative established in 1986 Remit to regenerate the local economy of Greater Govan Area: 4 sq.miles 1987 – became a company limited by guarantee Govan Initiative model rolled out across Glasgow starting in 1988 Increased competition for funding What would make GI unique?

4. LDC NETWORK

5. MISSION STATEMENT “Greater Govan shall become one of the best performing inner areas of any European City”

6. CORE ACTIVITIES Vocational and non-vocational learning programmes Recruitment services Redundancy services Adult and youth guidance services Childcare services Intermediate Labour Market programmes Services to Social Economy organisations Community Knowledge Centre

7. JOURNEY TO EXCELLENCE Adopted the EFQM Business Excellence Model in 1994 as the company’s overarching quality framework Compared EFQM model with BS5750 Standard Reviewed other standards which would affect GI – Scottish Quality Management System and Investors In People – and checked fit

8. WHY EFQM MODEL? Flexible Framework determine pace determine priorities determine resources gauge progress Created by Business People Focus on Overall Performance

9. EFQM MODEL & GI STANDARDS

10. MOTIVATION Initially to win the award Then a clear move to measuring performance and improvements Now managing and measuring the effects of change

11. BENEFITS Year on year increase in customer satisfaction Steady increase in employee satisfaction Less than 35% of CIPD benchmark for absenteeism Investing 80% more than the CIPD benchmark for staff training and development Increased asset base Remained within budget for the last 10 years despite annual budget cuts Continue to meet and in some cases exceed topline targets

12. AWARDS & ACCREDITATIONS Investors In People (IIP) Accreditation 1995 Scottish Quality Management System (SQMS) Accreditation 1995 SCOTVEC Centre Accreditation 1995 Winner of the Quality Scotland Award for Business Excellence 1997 IIP Reaccreditation 1998 SQMS Reaccreditation 1998 Health at Work Bronze Award 1998 Education Business Partnership – Partnership Working Award 1998 Health at Work Silver Award 1999 SURF – Best Practice in involving Business in Regeneration Award 1999 Charter Mark Award 1999 Finalist for the European Quality Award 1999 Winner of British Airways Excellence in Customer Care Award 2000 Cisco – CNAP Status 2001 IIP Re-accreditation 2001 SQMS Re-accreditation 2001 Businesslab and Business a.m. Award for Innovation in Learning 2002 SURF – Re:Invigorate Award 2002 SURF – Re:Connect Award 2002 Cisco “EMEA Project of the Year” 2002 Microsoft Regional Academy Status 2002 Cisco CNAP Regional Academy Status 2003 City & Guilds Approved Centre Status 2003 IIP Reaccreditation 2004 SQMS Reaccreditation 2004 Winner of the Quality Scotland Award for Business Excellence 2004

13. 1995 ASSESSOR FEEDBACK “Interesting and slightly unconventional” Lack of results/statistics Anecdotal No understanding of enablers/results

14. 2004 ASSESSOR FEEDBACK “.. well managed and professional organisation with a deep-rooted understanding of organisational excellence” “ .. this assessment confirms that the agency continues to be in the forefront of the movement towards organisational excellence in Scotland”

15. WHAT HAVE WE LEARNED ALONG THE WAY? Full commitment from SMT and OMT Training is crucial Learn from others and vice versa Use appropriate terminology Use appropriate performance indicators Prioritise actions – you can’t do everything Culture change – took longest to achieve Ensure you don’t loose creativity and innovation Celebrate every success together!

16. FUTURE The EFQM Excellence Model will continue to play a central role at Govan Initiative and the company hopes to submit an application to the European Quality Award in the near future.