SIGMA's workshop on Quality Management in Public Services made participants aware of key elements in quality management and will enable them to apply these approaches in their daily role within the Government. The workshop will also encourage team work and peer learning across the public organisations in Croatia.

1. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
Zagreb, 22-23 May 2014
Ana Andrade, Sigma expert
Staff involvement: Self-
assessment based on the
CAF

2. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
The CAF MODEL
1

3. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
Focus – People Criteria
2

4. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
WHAT IS AN Action Plan?
WHAT IS AN ACTION
PLAN?
• A document
containing a plan
of tasks, allocation
of responsibilities,
goals for the
implementation of
the project (e.g.
targets/deadlines)
and resources
needed (e.g. hours,
money).
This A P is one of the main goals of the CAF self-
assessment effort and also the means to feed vital
information to the strategic programming system
of the organization. It must achieve an integrated
plan for the organization to upgrade its functioning
as a whole.
Specifically the core logic of the report is that:
1. It is an integrated systematic action planning
for the whole span of the organization's
functionality and operability.
2. It comes as a result of the self-assessment
report,
◦ based upon evidence and data provided by the
organization itself and – absolutely vital – from
the view of the people from the organization.
3. It builds on the strengths, addresses the
weaknesses of the organization and responds to
each of them with appropriate improvement
actions.
Action Plan Purpose

5. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
HOW? Prioritize areas of improvement
1. COLLECT IDEAS for improvement from the self- assessment reports
and collate these ideas for improvement under common themes;
2. ANALYSE THE AREAS FOR IMPROVEMENT AND SUGGESTED IDEAS
then formulates improvement actions taking into account the
strategic objectives of the organization;
3. PRIORITISE THE IMPROVEMENT ACTIONS USING AGREED criteria to
calculate their impact (low, medium, high) in the improvement areas,
such as:
• strategic weight of the action (a combination of impact on the
stakeholders, impact on the results of the organizations,
internal/external visibility);
• ease of implementation of the actions (looking into the level of
difficulty, the resources needed and the speed of realization);
4. ASSIGNS OWNERSHIP to each action as well as a time schedule and
milestones, and identifies the necessary resources

6. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
Actions Prioritisation- use of a structured
approach The process for building an improvement plan could be structured
as follows: the management, in consultation with relevant stakeholders,
employees and other
Low Medium High
Easy
Implemen
t
Medium
Low
Not too
much
effort
easeofimplementationof
theactions
(lookingintothelevelofdifficulty,the
resourcesneededandthespeedof
realization)
strategic weight of the action
(a combination of impact on the stakeholders, impact on the results of the
organizations, internal/external visibility);

7. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
Action Plan - Applied to C2E- example
action
N.º ACÇÃO SUBCRITÉRIO CAF HORIZONTE EXECUÇÃO IMPACTO CAPACIDADE PRIORIDADE ESTADO ACTUAL
1
ELABORAÇÃO EDIVULGAÇÃO DA CARTA DE
MISSÃO DO IGFSE
1.1. MP 9 MESES 5 5 ALTA
2 DEFINIÇÃO DEPROCESSO DEAUDITORIA INTERNA 2.2 MP 9 MESES 5 5 ALTA
3
LEVANTAMENTO DEPROCESSOS E
DESENVOLVIMENTO DEMANUAIS DE
PROCEDIMENTOS
4.3 MP 9 MESES 5 5 ALTA
4
FORMAÇÃO/ SENSIBILIZAÇÃO NA ÁREA DA
QUALIDADE- 1ª FASE
3.2 CP 6 MESES 3 3 MÉDIA
5
ELABORAÇÃO EDIVULGAÇÃO DEUM MANUAL DE
ACOLHIMENTO DO IGFSE
3.2 CP 6 MESES 3 3 MÉDIA
6 AVALIAÇÃO DA SATISFAÇÃO DECOLABORADORES 7.1 CP 6 MESES 3 3 MÉDIA
7
APROXIMAÇÃO AOS REQUISITOS DA NORMA ISSO
27001 - SISTEMAS DEGESTÃO DA SEGURANÇA DA
INFORMAÇÃO
4.5. MP 12 MESES 5 3 ALTA
8
APROXMAÇÃO A REQUISITOS DE
RESPONSABILIDADESOCIAL EAMBIENTAL PARA
POTENCIAR O ENVOLVIMENTO DO IGFSEEM
ACTIVIDADES SOCIAIS ELOCAIS, NUMA
PERSPECTIVA NÃO FINANCEIRA
8.1 MP 12 MESES 5 3 MÉDIA
9
MELHORIA NAS INSTALAÇÕES DO IGFSE, NA
PERSPECTIVA INTERNA EDERELACIONAMENTO COM
O EXTERIOR
7.2 - 8.2. MP 12 MESES 3 3 MÉDIA
improvement action IGFSEschedule

8. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
1. Identification of Vision Mission and Values

9. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU 2. Identification of processes and
procedure manuals(process approach–ISO9001)
Performance Indicators
TOTAL ESFORÇO DE CONTROLO EQUAL
7,60%
7,30% 7,30%
7,08% 7,08% 7,08% 7,08%
6,81% 6,81%
7,29% 7,29%
7,08%
0,00%
1,00%
2,00%
3,00%
4,00%
5,00%
6,00%
7,00%
8,00%
9,00%
10,00%
Jan-06 Fev-06 Mar-06 Abr-06 Mai-06 Jun-06 Jul-06 Ago-06 Set-06 Out-06 Nov-06 Dez-06
Meses
Taxa
TOTAL ESFORÇO DE CONTROLO PRODEP
7,61% 7,67% 7,67%
8,00% 8,00% 8,05% 8,05% 8,05% 8,05% 8,10% 8,10% 8,02%
0,00%
1,00%
2,00%
3,00%
4,00%
5,00%
6,00%
7,00%
8,00%
9,00%
10,00%
Jan-06 Fev-06 Mar-06 Abr-06 Mai-06 Jun-06 Jul-06 Ago-06 Set-06 Out-06 Nov-06 Dez-06
Meses
Taxa

10. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
3. Internal audits ( ISO 9001)
….other improvement actions
Committed to Excellence - C2E
Site visit
Recognition C2E
Responsible to carry the site visit considered that
certification could be an easy step now and that we
should apply to the Recognised to Excellence
CAF , IS0 9001, EFQM
BSC
SA8000

11. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU Form small groups ( 4 participants)
In your group choose one organization
Explain to the others what your
organization does related to this
examples ( Criterion 3.2 – examples 1-4)
• What evidence do you have for
demonstrating your answers?
• What are the STRENGTHS ?
• What are the IMPROVEMENT
OPPORTUNITIES?
• DRAW 2 IMPROVEMENT ACTIONS
IN PEOPLE CRITERION
• PRIORITIZE
Group
exercise

12. © OECD
AjointinitiativeoftheOECDandtheEuropeanUnion,
principallyfinancedbytheEU
“The path is made by walking”
Thank YOU!