Implementation of EFQM Excellence Model in Statistics Estonia and lessons learned

1
Implementation of EFQM Excellence Model in
Statistics Estonia and lessons learned

• Remi Prual
• Statistics Estonia
• quality manager
• 10.07.2008

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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

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Table of contents

• Quality management in Statistics Estonia
• Implementation of EFQM Excellence Model
• Lessons learned on 3 levels
• Organisational level
• Project level
• Model level

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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

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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.

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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

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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

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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 20082011
  strategy.

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Lessons

• Lesson 2.1
• Have clear goals!
• Why to use EFQM? Whats 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

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Training

• The training took place on 15 January 2007.
• Self-assessment team and heads of departments
  were 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.

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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.

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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

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Self-assessment

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

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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

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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.

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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!
• Its hard to forecast everything
• Think of goals

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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

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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
  organisations main strategic goals and
  capability to carry out activities within next
  three months (duration of the Edasipürgiv
  organisatsioon project).

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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

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Lessons

• Lesson 3.5
• Carry out improvement actions ASAP!
• Fresh ideas
• Synergy support
• Plan activities
• Add to strategy
• Add to workplans

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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.

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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!

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Future plans

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

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Lessons

• Lesson 1.1
• Explain the need for quality framework!
• Lesson 1.2
• Explain connections between different
  management frameworks!
• Lesson 1.3
• Top management support is essential!
• Lesson 1.4
• Use the external expertise and support!

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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!

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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!

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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!

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Thank you for listening!

• Remi Prual
• Statistics Estonia
• quality manager
• Remi.Prual_at_stat.ee