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Implementation of EFQM Excellence Model in Statistics Estonia and lessons learned

Implementation of EFQM Excellence Model in Statistics Estonia and lessons learned. Remi Prual Statistics Estonia q uality m anager 10.07.2008. Presenter. Name Remi Prual Education Information sciences BA Information management MA Work in Statistics Estonia

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Implementation of EFQM Excellence Model in Statistics Estonia and lessons learned

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  1. Implementation of EFQM Excellence Model in Statistics Estonia and lessons learned Remi Prual Statistics Estonia quality manager 10.07.2008

  2. Presenter • Name • Remi Prual • Education • Information sciences BA • Information management MA • Work in Statistics Estonia • 2 years in marketing and dissemination department • 2,5 as a quality manager • Previous work experiences • data systems, data collection, data analysis etc 10.07.2008 Q2008

  3. 1.Organisational level 2.Project level 3.Model level Table of contents • Quality management in Statistics Estonia • Implementation of EFQM Excellence Model • Lessons learned on 3 levels: • Organisational level • Project level • Model level 10.07.2008 Q2008

  4. 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 10.07.2008 Q2008

  5. 1.Organisational level 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 different • management frameworks! • QM frameworks & strategy, workplans,results, user satisfaction surveys etc. 10.07.2008 Q2008

  6. 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 examples • 2005 ESS Code of Practice • 2006 CAF presentations (not in use) • 2007 EFQM Excellence Model 10.07.2008 Q2008

  7. 1.Organisational level 2.Project level 3.Model level Lessons • Lesson 1.3: Top management support is essential! • Strategical desicions for organisation • Silent knowledge • Lesson 1.4: • Use the external expertise and support! • Know-how • Experiences • Helps the organisation to decide 10.07.2008 Q2008

  8. Implementation • 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. 10.07.2008 Q2008

  9. 1.Organisational level 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 10.07.2008 Q2008

  10. Training • The training took place on 15 January 2007. • Self-assessment team and heads of departmentswere 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. 10.07.2008 Q2008

  11. Self-assessment team • 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. 10.07.2008 Q2008

  12. 1.Organisational level 2.Project level 3.Model level Lessons • Lesson 1.3: Top management support is essential! • Strategical desicions for organisation • Silent knowledge • Lesson 1.4: • Use the external expertise and support! • Know-how • Experiences • Helps the organisation to decide 10.07.2008 Q2008

  13. Self-assessment • Self-assessment team answered individually to all 90 questions in the self-assessment questionnairebefore our first meeting. • Quality manager summarized all answers, that helped the team during the self-assessment. 10.07.2008 Q2008

  14. 1.Organisational level 2.Project level 3.Model level Lessons • Lesson 3.1: • Use existing data & measures! • Strategy • Policies • Surveys • Lesson 3.2: • Hand out specific criterias! • Leadership: top management • Policy & Strategy: general department • People: personnel department 10.07.2008 Q2008

  15. Self-assessment • 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. 10.07.2008 Q2008

  16. 1.Organisational level 2.Project level 3.Model level Lessons • Lesson 2.4: • Try to stick to the plan! • Participants expect it • There are other activities • Lesson 2.5: • Make corrections in plans if needed! • It’s hard to forecast everything • Think of goals 10.07.2008 Q2008

  17. 1.Organisational level 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 future • Lesson 3.4: Write down all improvement areas! • Study • Learn • Improve 10.07.2008 Q2008

  18. Prioritising the improvements • 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“). 10.07.2008 Q2008

  19. List of priorities • 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 10.07.2008 Q2008

  20. 1.Organisational level 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 10.07.2008 Q2008

  21. The Site Visit • 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. 10.07.2008 Q2008

  22. 1.Organisational level 2.Project level 3.Model level Lessons • Lesson 2.6: • Keep an eye on the project! • Progress • Contents • Lesson 2.7: • Push/pull the project if needed! • Reminders to participants • Help with know-how • Lesson 2.8: • Plan periodical future activities! 10.07.2008 Q2008

  23. Future plans • Improvement actions were handed out to departments. • Many have been carried our already, other activitieshave been added to the strategy 2008-2011. • Next EFQM Excellence Model based self-assessment is planned for 2009. 10.07.2008 Q2008

  24. 1.Organisational level 2.Project level 3.Model level Lessons • Lesson 1.1: Explain the need for quality framework! • Lesson 1.2: Explain connections between differentmanagement frameworks! • Lesson 1.3: Top management support is essential! • Lesson 1.4: Use the external expertise and support! 10.07.2008 Q2008

  25. 1.Organisational level 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! 10.07.2008 Q2008

  26. 1.Organisational level 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! 10.07.2008 Q2008

  27. 1.Organisational level 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! 10.07.2008 Q2008

  28. Thank you for listening! • Remi Prual • Statistics Estonia • quality manager • Remi.Prual@stat.ee 10.07.2008 Q2008

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