understanding and enhanching quality behaviour tallinn, 12 january 2015
TRANSCRIPT
Understanding and enhanching quality behaviour
Tallinn, 12 January 2015
Program (09.00 -12.00)
09.00 – 09.20 “First Why and then Trust” Simon Sinek (TED 2011)
09.20 – 09.30 How the world’s best-performing school systems come out on top
09.30 -10.00 Quality behaviour vs. Quality system
Analysis
Impact (Research Norway 2014)
Quality behaviour vs. Quality Culture
10.00 – 10.20 “The puzzel of motivation” Dan Pink (TED 2009)
10.20 – 11.30 Workshop: Identifying desired quality behaviour and enhanching measures (including cofee break)
11.30 – 11.50 Reporting and feedback
11.50 – 12.00 Conclusions
Objectives
1. Understanding:
1. the importance of employee behaviour on quality in provision of services
2. behaviour requirements for EQUASS quality systems and EQUASS quality culture
3. the impact of EQUASS system implementation on quality behaviour of employees
4. the factors for enhancing quality behaviour of employees
2. Identifying and determining:
1. desired quality behaviour for quality improvement initiative
2. measures for enhancing desired quality behaviour for quality improvement initiatives
What is Quality behaviour ?
Edward Deming
It is not enough to do your best; You must know what to do, and then do your best
1900 - 1993
Intangible
Not ownership
Tailor-made
Levelled
Interaction / relationship
Perishability
Similarities social services and educationSimilarities social services and education
“The quality of an education system cannot exceed the quality of its teachers”
What matters the most ?
High-performing school systems maintain a strong focus on improving instruction because of its direct impact upon student achievement. To improve instruction, these high-performing school systems consistently do three things well:
•Getting the right people to become teachers,
•Developing them into effective instructors
•Ensuring that the system is able to deliver the best possible instruction for every child
Key pillar: PROFESSIONAL DEVELOPMENT
• “You can have the best curriculum, the best infrastructure, and the best policies, but if you don’t have good teachers then everything is lost.…We provide our teachers with 100 hours of professional development each year.…If you do not have inspired teachers, how can you have inspired students?”
• “ … the main driver of the variation in student learning at school is the quality of the teachers… “
Source: Sanders & Rivers Cumulative and Residual Effects on Future Student Academic Achievement, McKinsey
1. “ … The quality of the outcomes for any school system is essentially the sum of the quality of the instruction that its teachers deliver … “
2. “ …Teachers need to be able to assess precisely the strengths and weaknesses of each individual student they teach, select the appropriate instructional methods to help them to learn, and deliver instruction in an effective and efficient manner … “
CONCLUSION
1. They get the right people to become teachers (the quality of an education system cannot exceed the quality of its teachers).
2. They develop those people into effective instructors (the only way to improve outcomes is to improve instruction).
3. They put in place systems and targeted support to ensure that every child is able to benefit from excellent instruction (the only way for the system to reach the highest performance is to raise the standard of every student).
EQUASS vs. employee behaviour
Principle Awareness Behaviour
Leadership • Mission, vision, corporate values
• Quality policy• Society needs• Social responsibility
Staff • Recognition policy• Working conditions• Training and development
plan
• Demonstrating competence• Participating in training• Providing feedback on
effectiveness of training • Contributing to planning and
evaluation
Rights • Service user rights and duties
• Complaint management system
• Providing information• Supporting self-
determination• Facilitating access to
support
EQUASS vs. employee behaviour
Principle Awareness Behaviour
Ethics • Policy on ethics en principles (code of ethics)
• Policy & procedures for health and safety – confidentiality - prevention of abuse
• Roles and responsibilities
• Acting according principles
• Acting according procedures
• Acting according roles• Taking responsibilities
Partnership • Partnership models • Working with external partners
Participation • Policy & procedures • Facilitating participation & empowerment
• Participating in training
EQUASS vs. employee behaviour
Principle Awareness Behaviour
Person Centred Approach • Individual approach based on needs of service users
• Identifying needs & expectation
• Designing and implementing IP
• Involving service users
Comprehensivness • Holistic approach• Multi disciplinary
approach• Key processes• Quality of life concept
• Delivering services according key processes
• Carrying out internal audits
• Working in multi disciplinary setting (teamwork)
• Contributing to QOL of service user
EQUASS vs. employee behaviour
Principle Awareness Behaviour
Result orientation • Outcomes & achievements
• Added value of services for stakeholders
• Satisfaction of service users & stakeholders
• Meeting objectives / tangible results
• Communicating / reporting of outcomes and achievements
Continuous Improvement • PCDA-cycle• Performance indicators
• Contributing to improvement actions
Impact on behaviour of employees
Context
Year Organisations Percentage
2007 2 1
2008 6 3
2009 25 12
2010 35 17
2011 106 52
2012 26 13
2013 2 1
Total 202 99
Recertified
< 20 20-40 > 40 Total
Yes 59 88 91 141
No 41 13 9 59
100 101 199
N 125 32 23 200 Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
"Quality is what we do in everyday life"Evaluation of quality in sheltered work and quality assurance system EQUASSNordlandsforskning AS, October 2014
Research questions
Has EQUASS ..
1... improved the quality of the service?
2... increased Quality Awareness of employees?
3... increased Quality Awareness of Labour Office?
4... increased the efficiency of the organisation?
5... increased the Professional development of employees?
6... improved the interaction between service users?
7... increased the Participation of service users?
8... increased the accountability of the social service provider?
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
Question 1: Improved quality of services
A large majority of Vocational Rehabilitation enterprises responded (78%), that EQUASS implementation improved quality of services
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
Question 1: Improved quality of services
EQUASS implementation has bigger impact on improved quality of services in larger Vocational Rehabilitation enterprises than the smallest Vocational Rehabiliation enterprises.
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
Question 2: AwarenessImprovement of quality awareness after EQUASS certification?
72 % of the respondents from Vocational Rehabilitation Enterprises has the opinion that quality awareness has been improved in large or very large extent after EQUASS implementation .
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
Question 2: AwarenessImprovement of quality awareness after EQUASS implementation?
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
83 % of the of the respondents from Vocational Rehabilitation Enterprises agree and totally agree that the understanding of the ‘in-house quality’ has increased after EQUASS implementation.
Question 2: AwarenessImprovement of quality awareness after EQUASS certification?
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
91 % of the of the respondents from Vocational Rehabilitation Enterprises has the opinion awareness about ethical issues has increased after EQUASS implementation.
63 % of the of the respondents from Vocational Rehabilitation Enterprises has the opinion awareness about ethical issues has increased in a large extent or very large extent after EQUASS implementation.
Question 5: Professional development
About half (48%) of respondents from VR Enterprises have the opinion that "professional development of the employees in the enterprise" in large or very large extent has improved after EQUASS implementation. Only 28 % of respondents from Labour Office (NAV) share this opinion.
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
Question 7:Interaction with service users
61 % of respondents from Vocational Rehabilitation Enterprises has the opinion that they feel that the interaction with service user has improved after EQUASS implementation.
Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014
Quality culture model and behaviour of employees
• Participating in • decision making process• quality improvement process
• Sharing information
• Working in a team• Cooperating with colleagues
• Acting independently• Participating in training and
development activities• Solving problems
• Acting according values & ethical code
• Consensus based problem solving• Win-Win based problem solving
• Sharing information & experiences• Coordinating team activities
• Meeting goals and objectives• Respecting procedures
• Tracking the programs according requirements
• Meeting short term demands without compromising long term goals
• Demonstrating flexibility in way of working• Adopting new way of working• Cooperating to create change• Identifying and managing resistance
• Listening to service users and stakeholders
• Communicating with key customers• Taking customers interest into account
id decision
• Taking risks• Sharing information• Reflecting on mistakes
Factors for encouraging quality behaviour
1. Awareness
2. Understanding value
3. Trust
4. Motivation
5. Training and development
1. What quality behaviour would you
enhance in your Quality
Improvement Initiative?
2. How would you address the 5 key
factors which encourage quality
behaviour?
Format for workshop !
Name of the Improvement Initiative:
Desired Quality behaviour ?
How to encourage:
… AWARENESS
… VALUE
… TRUST
… MOTIVATION
… TRAINING
How to envaluate ?
Thank you!
www.equass.be