Our quality challenges 2006 - 2 examples

1. Our quality challenges 2006- 2 examples Implement Self assessment - The KVIK model Identify competence of all employees – The Competence Spin

2. Implement Self assessment - The KVIK model

3. What is KVIK? A quality tool for Developing innovation and competence - Based on the Business Excellence Model KVIK was developed for public organizations wishing an overall assessment of their enablers and results The core of KVIK is a self-assessment tool which is used to learn more about our organization

5. Enablers Theme 1: Leadership • Provide direction for the organization - Developing mission, vision and values Theme 2: Strategy and Planning • Develop, review and update strategy and actions plans Theme 3: Human Resources Management • Identify, develop and use competence of employees • Involve employees by developing dialogue and co-management Theme 4: Partnerships and resources • Develop and implement key partnership relations • Manage information and knowledge Theme 5: Process and Change Management • Identify, develop and improve processes

6. Results Theme 6: Customer/citizen oriented results • Result of customer/citizen satisfaction survey • Other indicators of customer/citizen satisfaction • Ex Complains and handling, waiting time Theme 7: Employee results • Results of employee satisfaction and motivation survey • Other indicators of employee satisfaction and motivation • Ex Absence, staff turnover, participation in improvement activities Theme 8: Society results • Societal results • Environmental results Theme 9: Partnerships and resources • Overall goal achievement in terms of quality • Financial goal achievement and results

9. The self assessment process - 1 Decision • The employees will be included in the decision-making process • The Joint Consultative Communittee is a good starting point for the final decision to carry out Preparation • Self-assessment will be carried out in representative groups • The Group will be made up across professional and organizational boundaries • Each participant assing the strengths and areas for improvement of the organization within the 9 themes (using the Self-assessment booklet)

10. Theme 3: Human resources management

12. The self assessment process - 2 Consensus The purpose is: • All views and perception get used in order to create a consensus on the strengths and areas for improvement of the organization within the 9 themes • To provide at common basis for assessing where there is the greatest needs for improvements Prioritizing • Prioritizing the two or three areas for improvement that contribute most the organization’s result right now • Action plan for improvements

13. Identification of the employees competence A questionnaire with about 250 questions in 4 sections of competence (15-20 competence) • Purpose: The capability to understand the context you are a part of • Innovation: The capability to innovate and develop • Relation: The capability to relate and emphasize • Learning: The capability to transfer inputs (knowledge) into action

14. a) Competence 1 100% d) Competence 15 a) Competence 2 90% 80% 70% d) Competence 14 a) Competence 3 60% 50% 40% d) Competence 13 a) Competence 4 30% 20% 10% 0% d) Competence 12 b) Competence 5 c) Competence 11 b) Competence 6 c) Competence 10 b) Competence 7 c) Competence 9 b) Competence 8 Competence Spin - The proces Purpose Competence Learning Competence Innovation Competence Relation Competence

15. Competence Spin To be used as a tool of dialogue in the employee development interviews Dark blue: Requests of the organization Light blue: Result of self assessment