IPE Newsletter - May 2011 - Issue

ISSUE 1 MARCH ,2011, International Performance Excellence, IPE. 1

ExcellenceTimes

May 2011www.ipefoundation.com

it is a way of lifeQuality is not a destination,

Photographer: Tarek.ABDELLATIF

ISSUE 1 MAy ,2011, International Performance Excellence, IPE. 2

IPE

ACTIVITIES

Investors in People Standard: A vehicle to get out of crisis

34

69

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Table of Content

IPE

Open Enrollment Courses

IPE, INTERVIEW OF THE MONTH:

Quality in Healthcare

More About

Dr. Samer Ellahham

Social Networking: Time, Integration and Equality

IPE, Employee of the Month:

Heba El Kafrawy


IPE ACTIVITIES

IPE World Quality Day Team

The World Quality Day invited Mr. Yasser Al Naqbi, Manager, ADAEP who spoke about “The Role of Abu Dhabi Government Awards. As well as, Mr. Nigel Fann,CEO Sun Learning Systems who gave a speech on team work through hispresentation, “How Lions Team Up”.

As a correspondence, a one day workshop held in february 2011 revolved around a leading people management standard called Investors in People (IIP). IIP is the only international quality standard that is merely focused on the contribution of people to organisations for business improvement. It began in the early 1990s as a response to recovery from recession. The standard’s main objective is to improve Organisational performance through the effective management and development of people. It fits with and is perfectly integrated with other standards and initiatives such as ISO 9001:2008, EFQM 2010, Kaizen, Six Sigma and Balanced Scorecard; i.e. once an organisation complies with the IIP standard, it has automatically covered criteria 3 and 7 and parts of criteria 1 and 9 in the EFQM Model (SKEA, SKGEP, DGEP, DQA, AJEP, RAKGOV …etc).

January 2010 saw the commencement of the first Certified Professional in Healthcare Quality (CPHQ) Preparation Workshop in Abu Dhabi, which catered to over 30 delegates from all over the healthcare industry across all 7 Emirates. Not long before the conclusion of that course, IPE launched the first EFQM (European Foundation for Quality Management) 2010 Model Upgrade Course in the UAE. Together with the EFQM Certified Assessor Training, which was launched right after the latter, the trainers, who flew in from Brussels, Belgium, helped certify 33 new EFQM Assessors who are now eligible to conduct EFQM based assessments in over 70 countries worldwide. In terms of our core business, we have been awarded several prestigious projects that keep our staff extremely busy day in and day out. We have also embarked on several new partnership agreements with organisations such as EFQM, BPIR, Sun Learning Systems, and Dubai Quality Group, to name a few. Furthermore, IPE successfully gained HAAD (Health Authority- Abu Dhabi) accreditation for our upcoming CPHQ Preparation Workshop. What sets IPE apart is the ingrained family atmosphere that harbors the sincerest level of commitment to our work and our clients, and results in the maximum levels of efficiency and effectiveness.

The past six months have been extremely busy for IPE in terms of the new projects, events and courses we have hosted and launched. In November 2010, IPE celebrated International World Quality Day UAE (www.worldqualitydayuae.org). The event, which hosted 70+ guests, comprised of a set of speeches and activities that revolved around the concept of Quality.


The whole world has recently suffered the negative impacts of the global financial crisis. Many organisations have devised new policies and taken several actions to cut costs and trim their budgets. One of these short-term, shortsighted actions was the cutting on the training and learning activities budget. Was it right? I think the poor quality products and services that the whole world, particularly in the automotive, healthcare and education industries, should mean something. In my views as an academic and a practitioner, Learning and Development should always be a red-line. Yes, there are ways to reduce the expenditure on this element of the budget without completely removing it or cutting it down to 50%: Organisations can have well-trained and qualified in-house training and bring trainers from abroad instead of delegating employees all over the world; E-learning can be utilized where applicable; benchmarking activities can play a major role in learning; cross-exposure, job-rotation, and many other mechanisms can be employed to foster Organisational Learning inside the organisation. One of the most recognised and well-proven mechanisms is using the international Investors in People Standard (IIP) which was developed over 20 years ago and is currently being used in all sectors in the United Kingdom. There are more than 40,000 organisations that are using this standard, 35,000 of which are accredited organisations.This standard comprises of 10 indicators (criteria) as shown in Figure (1). Under the ten indicators, there are 39 evidence requirements that are expected to be met in order for an organisation to become accredited. Organisations have two options for accreditation: The whole organisation, with all its business units, applies for assessment One business unit applies as a pilot with the rest of the units applying at a later time within an agreed timeframe. This model is known as «Building Blocks»

Figure (1): Ten indicators that form Investors in People


Alaa Garad, phD, B.Com, MQM, EFQM, IIPCEO, International Performance Excellence Adjunct Faculty Middlesex University

Alaa holds a phD, B.Com, MQM, and is on the verge

of receiving his PhD in Organisational Learning. He is the first assessor and advisor of Invertors in People in the United Arab Emirates. Alaa is a senior assessor, team leader and jury member in several national and regional awards such as the Sheikh Khalifa

Excellence Award, Sheikh Mohamed Bin Rashid

Business Awards, Dubai Quality Award, Sheikh Saqr

Excellence Programme, and King Abdul-Aziz Quality

Award (KSA). He is one of the few professionals

in Benchmarking, Balanced Scorecard,

Quality in Education and Higher Education and

has extensive, hands-on experience in implementing quality in the Government

sector. For further explanation and details, Alaa can be contacted at

[email protected]

About the Author:

Alaa Garad



IIP is the only international quality standard that is purely focused on the contribution of people to organisations for business improvement. It began in the early 1990s as a response to recovery from recession. The standard›s main objective is to improve Organisational performance through the effective management and development of people.

Advantage of IIP Standard: It is very cost-effective as the fees are far less 1. compared to other international standards such as ISO and EFQM. It fits with and is perfectly integrated with other 2. standards and initiatives such as ISO 9001:2008, EFQM 2010, Kaizen, Six Sigma and Balanced Scorecard; i.e. once an organisation complies with the IIP standard, it has automatically covered criteria 3 and 7 and parts of criteria 1 and 9 in the EFQM Model (SKEA, SKGEP, DGEP, DQA, AJEP, RAKGOV …etc).It improves the culture of excellence and learning 3. throughout the organisation.Flexible and easy to use; assessment is simple 4. and does not require a submission documents; assessment is based on interviews with people that represents all management layers and levels.

The results are promptly communicated to the 5. organisations at the end of the assessment which gives good deal of time to work on the areas for improvement.Improves the productivity of people. According to 6. Canfield research, it was found that productivity was increased by 42% for organisations that has implemented IIP Standard. It was also found that 2/3 of organisations involved 7. in IIP have changed their training practices and 57% of IIP organisations believe that IIP has improved the quality and performance of the whole organisation. The IIP standard has positive impacts on innovations 8. and improves the employees› satisfactions levels. IIP has positive impacts on return on assets 9. (Cranfield Study, 2008) IIP has positive impacts on effective communication 10. both inside and outside the organisation.

The list of empirical findings is very long where the report by Cranfield University comprised of 127 full pages. As the standard is new to the UAE and the region, I thought of sharing a snapshot with of this with our readers. IPE is organizing a series of seminars across the UAE to further highlight the details.

References: Bourne, M., Franco-Santos, M., Pavlov, A., Martinez, V., & Mura, M. (2008). The Impact of Investors in People Standard on People Management Practices and Firm Performance. Centre for Business Performance, Cranfield School of Management.

Burgess, S., & Williams, I. (2009). Investing in your people works - Can 40,000 Organisations be wrong? Library Management, Vol. 30, No. 8/9 , 608-618.Investors in People International Standard 2010. (n.d.).

Writer: Dr. Alaa GARAD

For any question, explanation, or

details, contact Dr. Alaa Garad on

[email protected]


The granting of CPHQ status recognizes professional and academic achievement by individuals in the field of healthcare quality management. This Workshop, accredited by Health Authority- Abu Dhabi (HAAD), will give participants a comprehensive overview of the CPHQ exam content outline. Through a combination of didactic lectures and interactive discussion sessions, participants will learn about the key principles and concepts emphasized in the exam, and techniques to give participants the winning edge for the CPHQ multiple-choice test format. This workshop uses content developed by the National Association for Healthcare Quality and addresses:

Management and leadership• Information management• Education• Patient safety• Training and communication• Performance measurement and improvement•

When: To be announcedHAAD CPD: 30 HoursFor more information, download the CPHQ Brochure.

IPE in cooperation with Sun Learning Systems is proud to arrange the Certified Customer ServerCourse for the first time in the UAE. Based on the principles of Total Quality Management (TQM),this course is accredited by the International Institute of Leadership Studies (IILS).When: To be announcedFor more information, download the Certified Customer Server Brochure.

CERTIFIED

CERTIFIED

CUSTOMER SERVER

PROFESSIONAL IN HEALTHCARE QUALITY (CPHQ)

IPE

Open Enrollment Courses


EFQM CERTIFIED ASSESSOR TRAINING COURSEThis esoteric certification course is conducted by EFQM Certified Trainers straight from Belgium. The course is aimed at training individuals on the European Foundation for Quality Management Excellence Model, upon which many government level awards are based. Besides being a crucial step in building your career path, the course holds many other benefits including,

The inclusion of your name in the EFQM database as a certified assessor, posted on • the EFQM website.

Giving you the right to conduct an assessment at any time and for any organisation • adopting the EFQM Model.

Receiving a diploma accredited by the EFQM, and recognised in 70 countries • worldwide.

When: 3rd-5th of May, 2011 and 7th – 9th of May, 2011

**With only 12 seats per session, this course is offered on a first come first serve basis, where only complete registration for the course guarantees your seat. For

more information, download the EFQM Brochure on our website.


The Certified Manager Program is a professional training program sponsored by the Institute of Certified Professional Managers (ICPM). The CM Program develops and enhances general management skills and prepares individuals to take the CM Management Certification exams. Those who successfully complete the CM exams achieve the CM certification, a prestigious credential that recognizes competency and professionalism of managers worldwide in all fields. This course is a product of the cooperation between IPE, Sun Learning Systems and the International Institute of Leadership Studies (IILS).Part I:- 9th of April, 16th of April, 23rd of April.Part II:- 30th of April, 7th of May, 14th of May.Part III:- 21st of May, 28th of May, 4th of June.For more information, download the Certified Manager Brochure from www.ipefoundation.com.

The first certification in benchmarking and first time offered workshop in the UAE. The certified benchmarking workshop focuses on how to improve any given business process by exploiting “best practices” rather than merely measuring the best performance. Reflected in Business Excellence award criteria more extensively than any other management concept, benchmarking promotes the emergence and evolution of a “learning culture” throughout the organisation, and as such provides the key to continuous long-term improvement and competitiveness. The workshop will evolve around TRADE benchmarking methodology which focuses on the exchange (or “trade”) of information and best practices to improve the performance of processes, goods, and services. Benchmarking projects should be targeted at those areas that will deliver the best value to an organisation.

CERTIFIEDMANAGER

CERTIFIED BENCHMARKING WORKSHOP

When: 8th to 10th of May 2011Where: 8th floor, Millenium Tower, Hamdan Street.For more information, download the Certified Benchmarking Brochure from www.ipefoundation.com

Calender

Certified Benchmarking Workshop 8th to 10th of May 2011Certified Manager Program 9th of April till 4th of JuneEFQM Certified Assessor Training Course 3rd-5th of May, 2011 7th – 9th of May, 2011CPHQ Certified Professional in Healthcare Quality To be Announced Certified Customer Server To be Announced


Q: Besides being a world renowned, award winning Cardiologist, you are also among the few C-Level Quality Officer in the UAE. Can you share with us, your role in the application of quality in the healthcare sector in the UAE?Besides overseeing the development of comprehensive quality and safety programs, performance improvement activities and reviewing and evaluating SKMC services affected by quality, medical safety and regulatory issues, the importance of Chief Quality Officer lies primarily in two points; leadership support and the empowerment of safety and quality. As CQO, I report directly to the CEO and board, and in my case, as a practicing cardiologist I am continuously interacting with Frontline Staff and get the opportunity to “walk the talk” of Quality and Patient Safety.

Q: In 2009, SKMC was awarded recognition as a Cycle III Chest Pain Centre, making it the one of only 12 worldwide, and the only one outside of the US. What is your approach at SKMC to have it be as highly regarded as it is in the health sector?The UAE is the only international site with Cycle III chest pain accreditation, the rest are in north America. The chest pain accreditation was a validation tool for excellence in the management of Acute Coronary Syndrome which includes:

ACS clinical guidelines and pathways • Multiple ACS quality initiatives including door to • balloon time and national and international registries

The Critical Success Factors outlining our approach are:Consistent interpretation and implementation across • SKMC Education and awareness in key data • Continued awareness and focus on data quality • Constant communication between staff• Participation and involvement •

Q: Can you tell us a little about the initiatives you have in place to improve the education and knowledge of your staff on PI tools and simple quality practices?

Making data quality part of daily activities• Engaging the front-liners• Education from orientation to using all tools of • communicationPDCA education• Continuous improvement applies to all levels of • organization

Set goals• Measure •

Samer Ellahham

MD, FACP, FACC, FAHA, FCCP, ASHCSH

President, International Association of Healthcare

Quality

Chief Quality Officer

Senior Cardiovascular Consultant, Sheikh Khalifa

Medical City

Improve• Recognize results•

Q: Are there any gaps in the system in your point of view? What are your biggest challenges in 2011?

Bioethics • Cultural Competency • Health Literacy • Health Services Delivery • Medical Errors • Medical Litigation • Patient-provider Communications • Privacy of Health Information •

Q: Do you have any tips for “newbies” and juniors in the health care field?

QUALITY is a journey not a destination• It is all about the patient• Keep it simple• Formal education• Remember patients want 3 things • Don’t harm me• Heal me• Be kind to me•

Q: What about resources? Are there any that you can recommend for healthcare professionals to use to broaden their knowledge of quality in healthcare?

Agency for Healthcare Research and Quality (AHRQ)• American Society for Quality (ASQ)• Institute for Healthcare Improvement (IHI)• World Health Organisation (WHO)• International Association for Healthcare Quality • (IAHQ)

IPE, INTERVIEW OF THE MONTH: Quality in Healthcare

Interviewer: Salma SEIF AL NASR


More About Dr. Samer EllahhamSamer Ellahham, MD, FACP, FACC, FAHA, FCCP, is Chief Quality Officer, SKMC, Managed by Cleveland Clinic Foundation, Abu Dhabi, U.A.E. He is currently staff Physician at The Cleveland Clinic Foundation, Cleveland, Ohio, USA. He is the President of the International Association of Healthcare Quality. Dr. Ellahham received his medical degree from the American University of Beirut School of Medicine in Beirut, Lebanon. Dr. Ellahham completed his residency in internal medicine at the Washington Hospital Center in Washington, DC. Dr. Ellahham then completed his fellowship in Cardiology at the Medical College of Virginia in Richmond, Virginia. Dr. Ellahham is a fellow of the American College of Cardiology, American College of Chest Physicians, American College of Physicians, and American Heart Association. He is a founding member of the American Society of Nuclear Cardiology. Dr. Ellahham is also an American Society of Hypertension (ASH) clinical specialist in hypertension, member of the Heart Failure Society of America, International Society of Heart and Lung Transplantation, and Vascular Biology Working Group.

Dr. Ellahham is American Board Certified in Internal Medicine, Cardiology and Vascular Medicine. He is American Society Clinical Specialist in Hypertension, Founding member of the American Society of Nuclear Cardiology and Level III certified in CTA by the Society of Cardiovascular Computed Tomography.

Dr. Ellahham is a fellow of the American College of Cardiology, American College of Chest Physicians, American College of Physicians, and American Heart Association. He is member of the Heart Failure Society of America, International Society of Heart and Lung Transplantation and Vascular Biology Working Group, American Diabetes Association, Transcatheter Cardiovascular Therapeutics, Society of Chest Pain Centers, American College of Chest

Several days ago I watched a video of Nicholas Christakis from TED.com. He was trying to emphasize how the world has changed through of social networks.

Nocholas Christakis sceptical observation about how social neworks affects people’s lives in a negative way is particularly true. However, he adds his comments: «If we realized how valuable social networks are, we would spend a lot more time nourishing them and sustaining them.» What are the 500 million active users doing on Facebook everyday? And what about the 175 million registered people expressing their problems in the 140 character limit of Twitter? Is it only to pass the time? Most of us may agree that the answer to this is “Yes”, however it goes beyond that. Before the launch of Facebook and Twitter, or the other social network platforms like Xing.com and LinkedIn that house more than 90 million professional users, we had physical, personal social networks that connected us. And yet why do we now choose to socialize through

staring at a static profile picture, shaking hands with a poke? There is not one but three answers to this question: Time, Integration and Equality. We have no Patience Social networks help us communicate with the world in real-time either through web links or photos, videos or blog posts,etc. If more than 30 billion pieces of content are shared each month on Facebook, you can imagine, or can not imagine, rather, the total amount of content that is shared through all the available social network channels. As individuals and organizations, we expect to reach what we are looking for on these social networks right away, with little or no patience for going too far or too long digging for information.

Physicians Sleep Medicine, Thrombosis Clinic, Pulmonary Vascular Disease Network, Society of Vascular Medicine, the Erythromelalgia Association, the Fibromuscular Dysplasia Society of America, the Lymphatic Research Foundation, the National Alliance for Thrombosis, Thrombophilia and Society for Simulation in Healthcare, the Society of Angiography and Intervention, the Agency for Healthcare Research and Quality (AHRQ), American Society for Quality and American College of Medical Quality. Dr. Ellahham is an avid researcher; his include Computational statistic data visualization,and agentbased simulation, heart failure, hypertension, venous disorder, diabetes mellitus, antiplatelet therapy, acute coronary syndromes, metabolic syndrome, obesity, vascular biology, vascular medicine and dyslipidemia. He received several research awards including the DuPont Pharmaceuticals Research Award, ACCP 58th Annual Scientific Assembly, Young Investigator Award; the Alfred Soffer Research Award, ACCP 58th Annual Scientific Assembly, Finalist; the First Young Investigator Award 12th, Annual Meeting of the Mediterranean Association of Cardiology and Cardiac Surgery, and the American Heart Association Get with the Guidelines Award.

Dr. Ellahham is on the editorial board of the Open Access Journal of Clinical Trials, Hypertension Today Journal, and Focus on Hypertension Journal. He is also a reviewer for several peer-reviewed journals, including the Journal of American College of Cardiology, the American Heart Journal, Annals of Internal Medicine, Archives of Internal Medicine, Chest, Circulation, Clinical Cardiology, Chest, Lancet ,Diabetes Care, Archives of Internal Medicine, Endocrinology and Metabolism, European Journal of Heart Failure, Congestive Heart Failure Journal, Journal of Nuclear Cardiology, the Journal of Transplant Coordination, the Journal of Cardiovascular Pharmacology, and the Southern Medical Journal.

Social Networking: Time, Integration and Equality


Deniz Ince

Management Systems Consultant at IPE (International Performance

Excellence).

EFQM Certified Assessor

Email: [email protected]

Mobile: +971561286996

We love to Integrate Each of us follows more than one network, and we sometimes complain about how much of our daily lives they consume. The good news is that social networks are not rivals; in fact in most cases they act as friends. I can integrate my Windows Live Messanger, Gtalk, AOL and Twitter accounts with Facebook. Or I can use Xing applications (Xing Opensocial Network that are integrated with other social networks to share presentations through Slideshare.com; to manage meetings and

Social networking enables individuals and organizations to distribute information and to access other people and their information. Everyone is equal on the social network. You and Steve Jobs both have to do the exact same things to open a Twitter account; while the CEO of a large organisation has to go through the same steps as you did to create a LinkedIn or Xing. Of course, accessibility is customized, but we can say that social hierarchies between people are eliminated in social networks. Social networks virtually break

down the walls of today’s world. The title of this paragraph is, “Contact with Steve Jobs? More than easy!” but only if you have something smart, meaningful and attractive to get his attention. One day one of my friend sent him a mention on Twitter and Steve Jobs replied to him with his own mention. Several years ago, this sort of two way communication was just a dream; today it is a reality. Another story about the effectiveness of social networks: When I was working in Istanbul, Turkey, my current CEO, Mr. Alaa Garad, whom I had never met before, contacted me through my Xing profile to ask me something, and we continued our communication through sharing knowledge, experience and work as well. Today, almost 2 years after our initial communication, I am working for him at IPE as a Management Systems Consultant in Abu Dhabi, UAE; a completely different city, country and culture. Steve jobs, Mr. Alaa Garad, me, you…we are all equal on social networks.

The TED speaker tried to emphasize something to us: In social networks we can create many added values for our self development or for our organizations rights, if we use those channels effectively and efficiently, because we have the freedom to reach information real-time, we have the integration between those social networks who are friendly to each other and we all have the equality with all people including celebrities.

Steve Jobs

integrate with my Outlook, Google Calendar, and Entourage through Tungle.me; or I can collaborate Mindmap brainstorming with other people in my network through Mindmeister. (For further see www.opensocial.org or Xing Partner EcoSystem Presentation). Other good news

is that we no longer need to be addicted to our computers as we can do all this through our mobile devices. For instance, statistics show that people who use Facebook on their mobile devices are twice as active on Facebook than non-mobile users; and in 60 countries more than 200 operators deploy and promote Facebook mobile products. We thus not only have the freedom to integrate with many platforms, but we can do it through many channels. Contact with Steve Jobs? More than easy!

NOCHOLAS CHRISTAKIS

is a Greek American physician and sociologist famous for his research on social networks

and on the socioeconomic and biosocial determinants of health, longevity, and behavior. He is a Professor of Medical Sociology

in the Department of Health Care Policy and a Professor of Medicine in the Department of Medicine at

Harvard Medical School.

Writer: Deniz INCE


Q: Can you please explain your area of expertise?

I have completed my Bachelor of Fine Arts, Visual Communication at The American University in Dubai. Visual Communication is developing artistic and imaginative communication; it is about finding practical solutions for organizations that never fail to surprise and intrigue.

Q: What are the common parts of visual communication and quality?

Visual communication is analogous to quality & excellence especially the EFQM model. In Visual Communication you study the Integrated Marketing Communication which is a business plan; it is matching the needs and wants of a customer with the brand. IMC is about focusing on achieving a consistent image for the brand and building synergy among MC tools. IMC is not just marketing as it is not merely studying the consumer needs and wants, but also the behavior and how the consumer is experiencing the brand. The most intrinsic part in IMC is the “Closed-Loop” that is return-on-customer-investment (ROCI). In other words, IMC is a business model generating sales and profits in order to increase shareholder value. This is where I can start saying that IMC is very much related to quality, excellence and continuous improvement. We’re guessing that you are the youngest EFQM Certified Assessor in the UAE or maybe in the world.

Q: What were the most valuable and exciting things about the course?

I am only 22 years old and have 7 months of experience. EFQM made me look at organizations in totally different way. I used to have a superficial view of the organizations. After EFQM, whenever I walk into an organization I notice the small details , sort of like I am doing mystery shopping, and I start mentally evaluat ing the organisation’ s performance in terms of the model. EFQM added value not only to my field of expertise but also to my life and I quote, “Quality is not a destination , it is a way of life” ,International Performance Excellence Slogan.

Q: How will being an the EFQM Certified Assessor affect your works?

EFQM has affected my work enormously, after I am done with my work I always look closely at analyzing it and see how it could be reflected or improved in a better way, so I make sure in my next task I apply it. Last question and we believe this will be used as a quote.

Q: What is your motto when you are doing your work?

My motto is not applied only while doing my work but also my life. “There is no better than adversity. Every defeat, every heartbreak, every loss, contains its own seed, its own lesson on how to improve your performance the next time.” Malcolm X.

Heba El KafrawyVisual Communications Officer

International Performance Excellence

EFQM Certified Assessor

Email: [email protected]

IPE, Employee of the Month: Heba El Kafrawy

Interviewer: Deniz INCE

WritersDeniz Ince

Dr. Alaa GaradSalma Seif Al NasrHeba El Kafrawy

Newsletter Team

EditterSalma Seif Al Nasr

DesignerHeba El Kafrawy

Web DeveloperNisanth

ISSUE 1 MAy ,2011, International Performance Excellence, IPE.

Quality is not a destination, its a way of life

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9th Floor, Millennium Tower, Hamdan StreetP.O.Box 107289 Abu Dhabi, United Arab EmiratesPhotographer:

Tarek.ABDELLATIF

IPE Newsletter - May 2011 - Issue

Documents

ipe activitiesinvestors

international quality

quality management

people standard

day workshop

international world

people iip

new efqm assessors