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A comprehensive approach in meeting needs and expectations of stakeholders

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.

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A comprehensive approach in meeting needs and expectations of stakeholders

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  1. 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

  2. Quality is everyone's responsibility It is not enough to do your best; You must know what to do, …… and then do your best.

  3. Traditional approach

  4. ‘Scientific’ approach

  5. Managerial approach

  6. Stakeholder approach

  7. Innovation Human Resources Added value for society Process Specification Control 4 3 2 1 Competences of staff Accountability Quality assurance Customers Results Management 2000 Generations in ‘quality-thinking’

  8. Provision of services Management of quality Business management Perspectives

  9. Specification Process Interaction Measuring Quality in Social Services Outcome

  10. Quality criteria Professional Quality criteria Quality criteria Organisation Person served Quality criteria Quality criteria Quality criteria Quality & Social services Service Quality criteria

  11. Conditions for quality High Level Group on Disability, 2007 Available Affordable Accessible

  12. What do customers want? Empowerment and participation European Foundation for the Improvement of Living and Working Conditions, 2001 Added value for the user Assistance in achieving personal goals Quality in Personal Social services, 1997 Taken serious Good services Guidance and coordination TNO Arbeid, 2003

  13. European Quality in Social Services

  14. Continuous improvement Rights Ethics Leadership Result orientation Partnership Participation Person centred Comprehensiveness EQUASS Quality Framework

  15. EQUASS Concept of Quality Multi stakeholder approach Non-prescriptive Measurable Self-evaluation External verification European quality requirements

  16. Multi stakeholder approach Service-users Service-providers Social partners Funders Policy makers

  17. Non Prescriptive Different ways in meeting quality requirements One way in meeting quality requirements

  18. 100 Performance indicators Measurable 9 Principles for Quality Criteria

  19. Solidarity Challenge: Measuring Quality Performance indicators

  20. Example 1: ‘Public social security expenditure’ Source: Atlas of Euroepan Values 2007

  21. Example 2: ‘Percentage of people who say being concerned …’ Source: Atlas of Euroepan Values 2007

  22. Self evaluation • Enhancing organisational learning and improvement • Feedback on performance • Incentives for deployment • Systematic implementation

  23. Self-evaluation Instrument

  24. Feedback

  25. External verification Documentation review Interviews

  26. European Requirements for Quality in Social Services of General Interest • Rights • Person centred • Comprehensiveness • Participation • Partnership • Result Orientation • Good Governance Source: Positioning Paper Disability High Level Group June 2007

  27. Continuous improvement Rights Ethics Leadership Result orientation Partnership Participation Person centred Comprehensiveness EQUASS Quality Framework

  28. Rights Person centred Comp’hnss Continuity Participation Partnership Result oriented Good Governance Continuous improvement Rights Ethics Leadership Partnership Result orientation Participation Person centred Comprehensiveness Dignity Rights Results Tailor made Security Empower Holistic Continue Partnership Skilled Conditions Transparant Accountable EQUASS Quality Framework

  29. EQUASS Certification programmes Continuous improvement Rights Partnership Ethics Participation Leadership Result orientation Person centred Comprehensiveness

  30. Meeting needs and expectations of all stakeholders. EQUASS Quality Concept

  31. Benefits for Service Providers • Proof of quality of services • Strengthen market position • Competitive advantage • Bench marking • Continuous improvement

  32. Benefits for Public Authorties • Credibility • Feasibility • Accountability • Preferred supplier • Selection in tendering

  33. 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

  34. 2008 EQUASS Licence Holders

  35. Leadership 60 55 50 Continuous Improvement Rights 45 40 35 30 25 20 15 Result Orientation Ethics 10 5 0 Comprehensiveness Partnerships Participation Person Centred Awarded organisations

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