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Study „Best Q“ - Approach and Results -

Study „Best Q“ - Approach and Results - . PD Dr. Rainer Wetzler. Disposition CQF: „The quality frame“ The Cross-Reference-Matrix The Open Cross-Matrix. „In the beginners mind, there are many possibilities. In the experts mind, there are few.“. Disposition CQF: „The quality frame“

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Study „Best Q“ - Approach and Results -

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  1. Study „Best Q“ - Approach and Results - PD Dr. Rainer Wetzler

  2. Disposition • CQF: „The quality frame“ • The Cross-Reference-Matrix • The Open Cross-Matrix „In the beginners mind, there are many possibilities. In the experts mind, there are few.“

  3. Disposition • CQF: „The quality frame“ • The Cross-Reference-Matrix • The Open Cross-Matrix

  4. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - Good Governance Partnership Rights Participation Competence of staff Ethics Person centered Comprehensiveness Result orientation

  5. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 Good Governance CE 2 Partnership CE 3 Rights Organisations providing social services should be managed in a transparent way and made accountable in relation to organisational and financial performance of service delivery. CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  6. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers offer quality services which are pro-active in creating partnership for the reduction and prevention of barriers in access to services. Social services are provided in partnership with communities and other public and private actors who ensure the delivery of local services. Social services are responsive to local needs and local conditions. … CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  7. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers respect fundamental rights by promoting and implementing the rights of the person served in terms of equal opportunities, equal treatment and freedom of choice, self-determination, control of your own life and equal participation. CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  8. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers are committed to participation and empowerment of the persons served to take decisions on their own, by encouraging them to be actively involved in defining their personal needs and capacities in the provision of services and their evaluation. … CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  9. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Organisations providing social services offer quality services provided by skilled and competent professionals working under approved employment and working conditions. They are committed to staff development and learning for the benefits of the person served and of other stakeholders. CE 4 Participation CE 5 Competence of staff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  10. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers commit themselves to their mission, respect the dignity of the persons served and their families or caretakers and protect them from abuse while respecting their physical and mental integrity, and they specify the requirements for competence within the organisation. CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  11. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers offer tailor-made services to each individual aiming to improve the quality of life and equality of opportunities. The services are driven by the needs of both the person served and related beneficiaries of the service. CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  12. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers offer quality services which are holistic and seamless, assure continuity by achieving coherence between different services, and promote the quality of life of the person served while avoiding the negative impact of disruption of services. CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  13. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI - CE 1 GoodGovernance CE 2 Partnership CE 3 Rights Social service providers offer quality services that achieve results by focusing on the benefits for the persons served, their family / caretakers, employers, other stakeholders and their communities and that contribute to the quality of life of service users. CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Result orientation

  14. CQF for SSGI Example: CE 1 Good Governance with five criteria CE 1 Good Governance CE 2 Partnership CE 3 Rights • Criteria: • Good Management • Accountabilityandtransparency • Collectionoffeedback • Systematic Quality Improvement • Confidentiality CE 4 Participation CE 5 Competence ofstaff CE 6 Ethics CE 7 Person centered CE 8 Comprehensiveness CE 9 Resultorientation

  15. Disposition • CQF: „The quality frame“ • The Cross-Reference-Matrix • The Open Cross-Matrix

  16. CQF for SSGI - 9 Quality Principles for Quality assurance in SSGI – - the first column of the Cross-Reference-Matrix - CE 1 Good Governance (5 criteria) CE 2 Partnership (1 criteria) CE 3Rights (5 criteria) CE 4 Participation (2 criteria) CE 5 Competence of staff (5 criteria) CE 6 Ethics (3 criteria) CE 7 Person centered (4 criteria) CE 8 Comprehensiveness (3 criteria) CE 9 Result orientation (4 criteria)

  17. Quality Management Sytems - the next columns of the Cross-Reference-Matrix - DIN EN ISO 9001: 2008 European Foundation for Quality Management (E.F.Q.M) European Quality in Social Services (EQUASS) E-Qalin Investors in People (IIP)

  18. Criteria for Quality Cross Reference – Matrix Assurance (CQF SSGI) compared to established QM-Systemes (*no crosses made in this diagram)

  19. First expertise with the Cross-Reference- Matrix • Check your running QM-Sytems in the context of broader criteria (CQF and subcriteria) • Adapt items / subcriteria of CQF to your QM-system • Add items of different QM-systems to improve your system (in the context of CQF) Keyword: Benchmarking (decision and modification)

  20. Disposition • CQF: „The quality frame“ • The Cross-Reference-Matrix • The Open Cross-Matrix

  21. Open Cross Matrix (1.Version) Row: CQF SSGI (9 Core Elements withtogether 32 criteria) Column: General standardsoforganisations • A (C1) Policy & Strategy / Mission (8 subitems), • B (C2) Human Resource Management & Development ( 9 subitems), • C (C3) Management of Processes (8 subitems), • D (C4) Systematic (Cyclic) Quality Improvement (7 subitems), • E (C5) Allocation of Responsibilities (Staff and Management) (6 subitems), • F (C6) Management of Resources (10 subitems), • G (C7) Management of Results / Outcome / Output (15 subitems).

  22. Column of the Open Cross-MatrixGeneral standards of organisations (7 criteria; 63 subcriteria)

  23. Open Cross-Matrix – Version 2.0 (Criteria A to G versus CE 1 to CE 9)

  24. Using the Open Cross-Matrix Version 2.0 First step: Collection of all programms, arrangements, processes in the context of QM in the social organisation Second step: Classification of the collection (done in the first step) to the fields of the Open Cross-Matrix (multiple classification is possible; you don´t have to complete all fields in the matrix) Third step: Evaluation of the filled matrix (done by the second step); criteria could be relevance, weak points, limits, gaps and so on Fourth step: Making plans: What should be changed? How can we manage this?

  25. „Normal Quality Circle „Open Cross-Matrix based Quality Circle“ Keywords: Self-evaluation (background: Open Cross-Matrix) Benchmarking (background: Open Cross-Matrix)

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