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Michael Crowley Business Excellence Executive

Michael Crowley Business Excellence Executive. Not for Profit Organisation Divisions 5 Divisions Services Health & Social Care Training & Education Rehabilitation Employment Services Client Numbers 46,000 Clients 2009. Rehab Group Overview. Staff numbers 3,350 Staff

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Michael Crowley Business Excellence Executive

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  1. Michael Crowley Business Excellence Executive

  2. Not for Profit Organisation Divisions 5 Divisions Services Health & Social Care Training & Education Rehabilitation Employment Services Client Numbers 46,000 Clients 2009 Rehab Group Overview

  3. Staff numbers 3,350 Staff Service Locations Ireland England Scotland Netherlands Poland Quality Initiatives EFQM / ISO / EQUASS Excellence & Assurance / IiP & ETP / National Standards Rehab Group Overview

  4. Quality – Vision Impossible or Unattainable Dream Conference Theme

  5. Quality –Vision Impossible How about - Quality – Possible Quality – Achievable Quality – Essential Quality – Vital Quality – The way forward Quality!!!

  6. Business Management System - Vision impossible Financial Management – Vision impossible Value for Money – Waste of Money Efficiency – inefficient Effectiveness – Ineffective How about!!!!

  7. If better is possible, then good is not enough!

  8. Quality is a fundamental aspect of all areas of business and business management

  9. Quality Indicators must :reflect across all key areas of the businessbe measurabletime framed allocate responsibilityreviewed and reported

  10. Do Service Providers manage / determine how their Services operate!! Do Service Providers want to be instructed how their Services operate!! Question!!

  11. Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

  12. Expectations of : Stakeholders Funders Users Service Providers Perspective

  13. Leadership /Governance Business Management Rights Ethics Customer focus Participation or Involvement Partnerships Results – Financial & Non Financial Indicators to verify Quality of Services

  14. Management is doing things right; leadership is doing the right things.Peter F. Drucker

  15. There is no such thing as business ethics there is only one kind - You have to adhere to the highest standards. Marvin Bower, McKinsey & Co Ethical Approach

  16. Leadership / Governance Prerequisites for quality Services - Funding Best Practice Model for Sector Innovation Business focused Business Management Results focused Financial Non Financial Partnership focused Strategic Service What distinguishes quality Social Services

  17. Customer / Client focused Person Centred Rights based Ethical focus Staff Equality Confidentiality Staff focused Skills & Competencies Staff Intellectual Asset Continuous Development Internal / External Audit Benchmarking What distinguishes quality Social Services

  18. Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

  19. Quality may be viewed as indicators of Best Practice or indicators of Excellence in the context of :OrganisationFunctions / DepartmentsServices Provided

  20. I am careful not to confuse excellence with perfection. Excellence I can reach for; perfection is God’s businessMichael J Fox

  21. Excellent companies don’t believe in excellence – only in constant improvement and constant changeTom Peters

  22. You can legislate for compliance…You can not legislate forexcellence!

  23. To maintain excellence you must: Care more than others think is wise Risk more than others think is safe Dream more than others think is practical Author unknown Final thought!

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