Session 3: Learning by using CAF several times - Municipality of Salzburg
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Learning by using CAF several times
Presentation according to the CAF criteria
Leadership
Strategy and
Planning
Human Resources
Management
External Partnerships
and Resources
Process and Change
Management
Customer/CitizenOriented Results
People (Staff)
Results
Impact on Society
Key Performance
Results
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 2: Strategy and Planning
Develop, review and update
strategy and planning
annual quality plan
annual evaluation of target commitments with
stakehoder representatives
agreement on target commitments in co-operation with staff members
(top down and bottom up)
develop and implement system of key indicators
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 2: Strategy and Planning
The Annual Quality Plan
Structured according to CAF focus areas
Objectives per focus area
Each objective
Assignment
Stakeholder
Measures
Evaluation
Priorisation per objective
Follow-up based on audits
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 2: Strategy and Planning
Implement strategy and planning
in the whole organisation
Benchmarking and benchlearnig – use all available possibilities
Annual application of CAF by project team
Internal audit by municipal management
External audit by certification institute
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 2: Strategy and Planning
Implement strategy and planning
in the whole organisation
Closed (quality) management cycle
Audit results are objectives in the next year‘s
quality plan
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Closed Management Cycle –
PDCA - Cycle
Qualityplan
PLAN
Implement
measures
DO
internal
Audits
Masterplan
and
central
requirements
external
ACT
CHECK
Evaluation by
- customer survey
- key indicators
CAF
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 6: Customer / Citizen-Orientated Results
How do we maximize utility of the results of
our customer satisfaction measurements?
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Internal
questionnaire
in Turkish
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Session 3: Learning by using CAF several times - Municipality of Salzburg
customer/citizen
satisfaction
Internal survey
External survey
Key representatives
Qualitative
customer survey
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 6: Customer / Citizen-Orientated Results
The Qualitative Customer Survey
Comprehensive interview
by external assesor using
predefined methods and evaluation
with interpreter if needed
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 6: Customer / Citizen-Orientated Results
Benchmarking –
we compare ourselves to, and learn from
internal customer surveys
customer surveys in other cities
CAF network 2003 comparison with a Slovenian administration
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 9: Key Performance Results
Have we achieved our goals?
Staff satisfaction and customer satisfaction
2,33
2,07
1,72
1,74
1,79
1,43
1,32
Staff
1,38
Customer
1999
2000 2001
Y e a r
2002
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 9: Key Performance Results
Have we achieved our goals?
Staff satisfaction and customer satisfaction
Instead of up to eight weeks:
less than one hour
Cost per case have been reduced
from € 71 to € 54
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Criterion 9: Key Performance Results
Have we achieved our goals?
Positive perception in practically all
media and a non-issue in day-to-day
politics or in recent elections
Evaluation and benchmarking of the
model by international universities Salzburg University
Hannover University
Cottbus Universitiy of Technology
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Session 3: Learning by using CAF several times - Municipality of Salzburg
Summary
What have we learned from the repeated
application of CAF?
CAF is suitable for newcomer and advanced
quality managers
Creation of quality awareness and developing a
culture of permanent improvement
Realistic plan for annual improvements
Rigorous application of the PDCA cycle to
achieve a management model that meets the
requirements of TQM, ISO, ...
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