Not for Profit Business Association

1. Not for Profit Business Association

2. Managing Change – A Systematic Approach Mary Fox Director of Services, Enable Ireland North East mfox@enableireland.ie Terry Datson National Director of Training & Quality tdatson@enableireland.ie

3. Presentation • Organisational approach to encouraging & managing change and demonstrating continuous improvement • Local approach to encouraging & managing change and demonstrating continuous improvement

4. Our Journey EFQM FRAMEWORK

5. Processes used RADAR SHARE LEARNING REVIEW PREVIOUS EFQM LEARNING MANAGE INFO

6. National Impact/Outcomes • Systematic framework for highlighting areas for improvement • Builds on strengths • Created funding opportunities • Understand the need to demonstrate that we are continuously improving • Performance & Perception Measures • National Team Building • Show how good we are

7. National Impact/Outcomes • Manage Information • External Recognition • Quality Assurance • Strategic Planning & Measurement • Ongoing Business Cycle • Confidence & Courage to try another way

8. Local Perspective Mary Fox Director of Services North East

9. Our Objectives – Why go for External Assessment? • Independent assessment • Baseline • Tells the North East story • Learning opportunity • Key actions for improvement • Highlights areas of best practice • Recognises staff achievements

10. Example of Customer Process Result • All children and families will have a keyworker Approach • Role clarified • Keyworker identified in partnership with family Deployment • identified at first point of contact • Reviewed at IFSP • Tracked by team quarterly

11. Example of Customer Process contd. Assessment & Review • Evaluated by parents and team • Numbers tracked Actions Taken • Role Revised • Information in parent pack • 100% have keyworker

12. Example of People Process Result • Staff are recognised, rewarded and valued for their contribution Approach • Staff consulted with to find out what they valued as rewards and recognitions • Report compiled & Follow-up Workshop held • Implementation Plan signed off • Opportunities created for staff to showcase their work • Local & National innovation awards • Flexible working • Highlights profiled • Staff development and support structures

13. Example of People Process contd. Deployment • Questionnaire with Staff 2004 • Implemented recommendations in 2005 • Questionnaire at end of 2005 • Implemented recommendations in service plan 2006. • Introduced innovation award 2005 • Questionnaire end of 2006 • Implementing recommendation in 2007

14. Example of People Process contd. Assessment & Review • Staff Questionnaire • Service targets reviewed quarterly via team meetings Actions Taken • Flexible working policy reviewed • Formal acknowledgement of work by line managers • Opportunities for team development • Opportunities for CQI increased

15. Impact/Outcomes How service used feedback from external assessment • Reviewed the key priorities identified • Managers forum agreed an action plan and incorporated this into the service planning process for 2008 • 12 Strategic targets for 2008

16. Impact/Outcomes contd. Benefits • Describe the work we do • Baseline • Areas for Improvement • External affirmation • Feedback report • Supports CQI • Feedback

17. Key Learning Points • Process • Data collection • Strengths • Areas for improvement • Communication • Transfer the learning • Informing the Strategic Plan • Standardising systems • Internal benchmarking • Training

18. Challenges • Where to next? • Assessing organisational readiness • Self assessment nationally • Communication – getting everyone onboard • Standardising approaches • Consistent deployment of approaches • Managing Information/Data Collection

19. Thank You