A comprehensive approach in meeting needs and expectations of stakeholders In: “Protecting and...

A comprehensive approach in meeting needs

and expectations of stakeholders

In:“Protecting and promoting the rights of persons with disabilities

in Europe: towards full participation, inclusion and empowerment”

Council of Europe in Strasbourg on 29-30 October 2008

Quality is everyone's responsibility

It is not enough to do your

best;

You must know what to do,

…… and then do your best.

Traditional approach

‘Scientific’ approach

Managerial approach

Stakeholder approach

Competences of staffAccountabilityQuality assurance

4InnovationHuman ResourcesAdded value for society 3

CustomersResultsManagement 2000

2

ProcessSpecification Control

1

Generations in ‘quality-thinking’

Perspectives

Management of quality Business management

Provision of services

Measuring Quality in Social Services

Specification Process OutcomeInteraction

Quality & Social services

Organisation Person served

Professional

Service

Quality criteria Quality criteria

Quality criteria

Quality criteria Quality criteria

Quality criteria

Quality criteria

Conditions for quality

Available

Affordable

Accessible

High Level Group on Disability, 2007

What do customers want?

Empowerment and participation

Added value for the userAssistance in achieving personal goals

Taken seriousGood servicesGuidance and coordination

European Foundation for the Improvement of Living and Working Conditions, 2001

Quality in Personal Social services, 1997

TNO Arbeid, 2003

European Quality in Social Services

Rights

Person centred

Comprehensiveness

Partnership

ParticipationResult orientation

Ethics

Leadership

Continuousimprovement

EQUASS Quality Framework

Multi stakeholder approach

Non-prescriptive

Measurable

Self-evaluation

External verification

EQUASS Concept of Quality

European quality requirements

Service-usersService-users Service-providersService-providers Social partnersSocial partners FundersFunders Policy makersPolicy makers

Multi stakeholder approach

Non Prescriptive

One way in meeting quality requirements

Different ways in meeting quality requirements

9

Measurable

100 Performance indicators

Principles for Quality

Criteria

Challenge: Measuring Quality

Solidarity

Performance indicators

Example 1: ‘Public social security expenditure’

Source: Atlas of Euroepan Values 2007

Example 2: ‘Percentage of people who say being concerned …’

Source: Atlas of Euroepan Values 2007

Self evaluation

• Enhancing organisational learning and improvement

• Feedback on performance

• Incentives for deployment

• Systematic implementation

Self-evaluation Instrument

1 Does the organisation have a documented vision and mission statement?

2 Is the documented vision and mission statement approved by the board of management?

3 Does the organisation have a documented quality policy?

4 Are the employees aware of the vision and mission of the organisation?

5 Are the employees aware of the quality policy of the organisation?

6Does the organisation communicate its corporate values with the stakeholders (i.e. promotional materials)?

7Does the organisation deploy its corporate values in internal communication with its employees (i.e. performance review, staff meetings)?

8 Is information available on:

1. development of programmes and services

2. processes and procedures?

3. performance of the organisation?

4. upcoming relevant events?

5. opportunities for employees involvement?

6. opportunities for employees development?

7. opportunities for person served involvement?

9 Do stakeholders have the opportunity to give feedback on programmes and services?

10 Is there a plan for collecting feedback from employees and person served?

Feedback

EQUASS Profile

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Leadership

Rights

Ethics

Participation

PartnershipPerson centred

Comprehensiveness

Result orientation

Continuous Improvement

External verification

Documentation review

Interviews

1. Rights

2. Person centred

3. Comprehensiveness

4. Participation

5. Partnership

6. Result Orientation

7. Good Governance

Source: Positioning Paper Disability High Level Group June 2007Source: Positioning Paper Disability High Level Group June 2007

European Requirements for Quality in Social Services of General Interest

Rights

Person centred

Comprehensiveness

Partnership

ParticipationResult orientation

Ethics

Leadership

Continuousimprovement

EQUASS Quality Framework

SkilledConditions

ResultsTailor made

HolisticContinue

Empower PartnershipDignityRights

SecurityTransparantAccountable

Rights

Rights

Person centred

Person centred

Comp’hnss Continuity

Comprehensiveness

Partnership

PartnershipParticipation

Participation

Result oriented

Result orientation

Ethics

Good Governance

Leadership

Continuousimprovement

EQUASS Quality Framework

EQUASS Certification programmes

RightsEthics

Person centredComprehensiveness

PartnershipParticipation

Leadership Result orientation

Continuousimprovement

EQUASS Quality Concept

Meeting needs and expectations of all stakeholders.

Benefits for Service Providers

• Proof of quality of services

• Strengthen market position

• Competitive advantage

• Bench marking

• Continuous improvement

Benefits for Public Authorties

• Credibility

• Feasibility

• Accountability • Preferred supplier

• Selection in tendering

Benefits for Service Users

• EQUASS Certified Services are:

• meeting needs and expectations

• respecting rights and dignity of person served

• tailor made / personalised

• focussed on results / achievements

EQUASS Licence Holders2008

Awarded organisations

0

5

10

15

20

25

30

35

40

45

50

55

60

Leadership

Rights

Ethics

Partnerships

Person CentredParticipation

Comprehensiveness

Result Orientation

Continuous Improvement

Thank you!

www.equass.be