Understanding and enhanching quality behaviour Tallinn, 12 January 2015.

Understanding and enhanching quality behaviour

Tallinn, 12 January 2015

Program (09.00 -12.00)

09.00 – 09.20 “First Why and then Trust” Simon Sinek (TED 2011)

09.20 – 09.30 How the world’s best-performing school systems come out on top

09.30 -10.00 Quality behaviour vs. Quality system

Analysis

Impact (Research Norway 2014)

Quality behaviour vs. Quality Culture

10.00 – 10.20 “The puzzel of motivation” Dan Pink (TED 2009)

10.20 – 11.30 Workshop: Identifying desired quality behaviour and enhanching measures (including cofee break)

11.30 – 11.50 Reporting and feedback

11.50 – 12.00 Conclusions

Objectives

1. Understanding:

1. the importance of employee behaviour on quality in provision of services

2. behaviour requirements for EQUASS quality systems and EQUASS quality culture

3. the impact of EQUASS system implementation on quality behaviour of employees

4. the factors for enhancing quality behaviour of employees

2. Identifying and determining:

1. desired quality behaviour for quality improvement initiative

2. measures for enhancing desired quality behaviour for quality improvement initiatives

What is Quality behaviour ?

Edward Deming

It is not enough to do your best; You must know what to do, and then do your best

1900 - 1993

Intangible

Not ownership

Tailor-made

Levelled

Interaction / relationship

Perishability

Similarities social services and educationSimilarities social services and education

“The quality of an education system cannot exceed the quality of its teachers”

What matters the most ?

High-performing school systems maintain a strong focus on improving instruction because of its direct impact upon student achievement. To improve instruction, these high-performing school systems consistently do three things well:

•Getting the right people to become teachers,

•Developing them into effective instructors

•Ensuring that the system is able to deliver the best possible instruction for every child

Key pillar: PROFESSIONAL DEVELOPMENT

• “You can have the best curriculum, the best infrastructure, and the best policies, but if you don’t have good teachers then everything is lost.…We provide our teachers with 100 hours of professional development each year.…If you do not have inspired teachers, how can you have inspired students?”

• “ … the main driver of the variation in student learning at school is the quality of the teachers… “

Source: Sanders & Rivers Cumulative and Residual Effects on Future Student Academic Achievement, McKinsey

1. “ … The quality of the outcomes for any school system is essentially the sum of the quality of the instruction that its teachers deliver … “

2. “ …Teachers need to be able to assess precisely the strengths and weaknesses of each individual student they teach, select the appropriate instructional methods to help them to learn, and deliver instruction in an effective and efficient manner … “

CONCLUSION

1. They get the right people to become teachers (the quality of an education system cannot exceed the quality of its teachers).

2. They develop those people into effective instructors (the only way to improve outcomes is to improve instruction).

3. They put in place systems and targeted support to ensure that every child is able to benefit from excellent instruction (the only way for the system to reach the highest performance is to raise the standard of every student).

EQUASS vs. employee behaviour

Principle Awareness Behaviour

Leadership • Mission, vision, corporate values

• Quality policy• Society needs• Social responsibility

Staff • Recognition policy• Working conditions• Training and development

plan

• Demonstrating competence• Participating in training• Providing feedback on

effectiveness of training • Contributing to planning and

evaluation

Rights • Service user rights and duties

• Complaint management system

• Providing information• Supporting self-

determination• Facilitating access to

support



Ethics • Policy on ethics en principles (code of ethics)

• Policy & procedures for health and safety – confidentiality - prevention of abuse

• Roles and responsibilities

• Acting according principles

• Acting according procedures

• Acting according roles• Taking responsibilities

Partnership • Partnership models • Working with external partners

Participation • Policy & procedures • Facilitating participation & empowerment

• Participating in training



Person Centred Approach • Individual approach based on needs of service users

• Identifying needs & expectation

• Designing and implementing IP

• Involving service users

Comprehensivness • Holistic approach• Multi disciplinary

approach• Key processes• Quality of life concept

• Delivering services according key processes

• Carrying out internal audits

• Working in multi disciplinary setting (teamwork)

• Contributing to QOL of service user



Result orientation • Outcomes & achievements

• Added value of services for stakeholders

• Satisfaction of service users & stakeholders

• Meeting objectives / tangible results

• Communicating / reporting of outcomes and achievements

Continuous Improvement • PCDA-cycle• Performance indicators

• Contributing to improvement actions

Impact on behaviour of employees

Context

Year Organisations Percentage

2007 2 1

2008 6 3

2009 25 12

2010 35 17

2011 106 52

2012 26 13

2013 2 1

Total 202 99

Recertified

< 20 20-40 > 40 Total

Yes 59 88 91 141

No 41 13 9 59

100 101 199

N 125 32 23 200 Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014

"Quality is what we do in everyday life"Evaluation of quality in sheltered work and quality assurance system EQUASSNordlandsforskning AS, October 2014

Research questions

Has EQUASS ..

1... improved the quality of the service?

2... increased Quality Awareness of employees?

3... increased Quality Awareness of Labour Office?

4... increased the efficiency of the organisation?

5... increased the Professional development of employees?

6... improved the interaction between service users?

7... increased the Participation of service users?

8... increased the accountability of the social service provider?

Source: ”Kvalitet er jo det vi gjør i hverdagen” Nordlandsforskning AS, October 2014

Question 1: Improved quality of services

A large majority of Vocational Rehabilitation enterprises responded (78%), that EQUASS implementation improved quality of services


Question 1: Improved quality of services

EQUASS implementation has bigger impact on improved quality of services in larger Vocational Rehabilitation enterprises than the smallest Vocational Rehabiliation enterprises.


Question 2: AwarenessImprovement of quality awareness after EQUASS certification?

72 % of the respondents from Vocational Rehabilitation Enterprises has the opinion that quality awareness has been improved in large or very large extent after EQUASS implementation .


Question 2: AwarenessImprovement of quality awareness after EQUASS implementation?


83 % of the of the respondents from Vocational Rehabilitation Enterprises agree and totally agree that the understanding of the ‘in-house quality’ has increased after EQUASS implementation.

Question 2: AwarenessImprovement of quality awareness after EQUASS certification?


91 % of the of the respondents from Vocational Rehabilitation Enterprises has the opinion awareness about ethical issues has increased after EQUASS implementation.

63 % of the of the respondents from Vocational Rehabilitation Enterprises has the opinion awareness about ethical issues has increased in a large extent or very large extent after EQUASS implementation.

Question 5: Professional development

About half (48%) of respondents from VR Enterprises have the opinion that "professional development of the employees in the enterprise" in large or very large extent has improved after EQUASS implementation. Only 28 % of respondents from Labour Office (NAV) share this opinion.


Question 7:Interaction with service users

61 % of respondents from Vocational Rehabilitation Enterprises has the opinion that they feel that the interaction with service user has improved after EQUASS implementation.


Quality culture model and behaviour of employees

• Participating in • decision making process• quality improvement process

• Sharing information

• Working in a team• Cooperating with colleagues

• Acting independently• Participating in training and

development activities• Solving problems

• Acting according values & ethical code

• Consensus based problem solving• Win-Win based problem solving

• Sharing information & experiences• Coordinating team activities

• Meeting goals and objectives• Respecting procedures

• Tracking the programs according requirements

• Meeting short term demands without compromising long term goals

• Demonstrating flexibility in way of working• Adopting new way of working• Cooperating to create change• Identifying and managing resistance

• Listening to service users and stakeholders

• Communicating with key customers• Taking customers interest into account

id decision

• Taking risks• Sharing information• Reflecting on mistakes

Factors for encouraging quality behaviour

1. Awareness

2. Understanding value

3. Trust

4. Motivation

5. Training and development

1. What quality behaviour would you

enhance in your Quality

Improvement Initiative?

2. How would you address the 5 key

factors which encourage quality

behaviour?

Format for workshop !

Name of the Improvement Initiative:

Desired Quality behaviour ?

How to encourage:

… AWARENESS

… VALUE

… TRUST

… MOTIVATION

… TRAINING

How to envaluate ?

Thank you!

www.equass.be

Understanding and enhanching quality behaviour Tallinn, 12 January 2015.

Documents

educationthe quality

desired quality behaviour

equass quality systems

equass quality culture

inspired teachers

school systems

teachers source

good teachers