Beyond EFQM Performance Improvement in the UK Police, through networking and sharing good practices Ben Richardson Workshop on Quality Management Role in Police Units Vilnius, 24 th /25 th April 2008

IN THIS PRESENTATION  Background and History of the UK police service  The EFQM Excellence Model in the UK police  Networking and Sharing Good Practice

BACKGROUND AND HISTORY OF THE UK POLICE SERVICE

 43 Forces in England, Wales & Northern Ireland  8 Forces in Scotland  Each force has its own Chief Constable/Commissioner  Each force is autonomous  Police officers’ powers extend throughout UK  Scotland has different laws  Forces range from about 285 to 40,000 officers.  Non-territorial forces  Serious Organised Crime Agency  British Transport Police  Civil Nuclear Constabulary THE UK POLICE SERVICE

Home Office Central Government Home Secretary Broad Objectives National Policing Plan Police Authority Local Government Elected Representatives Local Magistrates Independent Members More Specific Objectives Chief Constable Full Operational Autonomy Only required to take note of Central and Local Government objectives/targets Funds raised from Local Taxes Funds from Central Government (APA) (ACPO) THE UK POLICE SERVICE

THE EFQM EXCELLENCE MODEL IN THE UK POLICE

Excellence in performance …. a New Approach? “The Constabulary must bear in mind that a heavy calendar, or numerous arrests, by no means proves the presence of a vigilant police; the absence of the cause of arrests, committals and trials best shows the well working of the force; and where the evil-doer, from the dread of certain detection, abandons his malpractices and turns his hand to honest labour, or is driven from the county - there the influence of a good and efficient police is most apparent” Chief Constable Hertfordshire Constabulary A Robertson Chief Constable, 1872 Hertfordshire Constabulary

The introduction of EFQM Total Quality Introduced (TQM) Self Assessment Introduced Introduce other tools and techniques Assessors Trained Pilot Self-Assessment (TQA) process in 3 areas Review of the process EFQM integrated into Planning Process Force-wide Implementation Agreed Force-wide Self-Assessment (18 Units) Consortium Project UK Police EFQM Network EFQM IN THE UK POLICE

Is the Excellence Model relevant to Police? Policy & Strategy 8% People Management 9% Resources 9% People Results 9% Customer Results 20% Society Results 6% Leadership 10% Processes 14% Key Business Results 15%  ACPO working group formed to study the Model and how it should be changed?  ACPO Report published in 1999

OUTCOMES OF THE FIRST ASSESSMENTS  We are not measuring the right things  We do not understand our processes  We are not linking our enablers to our results  We need to improve the way we assess ourselves

Understanding Community needs & Expectations Understanding Community needs & Expectations Develop Vision & Strategy Develop Vision & Strategy Plan & Prepare to deliver Services Plan & Prepare to deliver Services Deliver Crime Reduction Services Deliver Crime Reduction Services Deliver Community Safety Services Deliver Community Safety Services Develop & Manage people Manage Money & Assets Manage Improvement & Change Manage Knowledge & Information MANAGING & SUPPORT PROCESSES OPERATING PROCESSES UNDERSTANDING OUR PROCESSES

Self Assessment Improved Results Take Action to Improve Identify Strengths & Areas for Improvement

Self Assessment Preparation  Management Team Aware  Assessor Training  Team Building  Project Planning  Awareness for ALL  Think about Evidence  Plan for after Assessment Action Planning  Meet Management Team  With Assessor Team ?  Prioritise AFIs  Corporate ?  Local?  Into Planning Process ? IMPROVING THE ASSESSMENT PROCESS

NETWORKING AND SHARING GOOD PRACTICES

USING THE EFQM EXCELLENCE MODEL  Thinking about the organisation  Getting a complete picture  Developing Policy  Framework for the organisation’s plans  Assessment to Improve  Simple Matrix  Intermediate Approach (CAF or Dolphin)  Full Award style assessment  Assessment for Recognition and Awards  Full Award submission  The Model is a common language  People in very different organisations can compare

ANNUAL PLANNING CONFERENCE

SIMPLIFIED ASSESSMENT METHODS Sovereign Base Areas Police, Cyprus Using the Dolphin Assessment Method  Two-day introduction and assessor training  Assessors collect their evidence  Two-day consensus meeting  Celebration

 Performance Improvement Network  Members from all parts of the public sector  Network Meetings  Consortium Projects  Moderated Discussions & Cross-Sector Co-operation  Public Sector Conferences  National Police EFQM Network  Police Specific Guidelines for Model  Has now become a major police conference ACPO Excellence in Policing Conference  European Improving Policing Conferences  Dutch Police Quality Bureau  Most recent conference in Poland NETWORKING & SHARING GOOD PRACTICE

PERFORMANCE IMPROVEMENT NETWORK (1)  Created by the Cabinet Office at the centre of Government  Now hosted by the Institute of Governance & Public Management  Members from wider public sector (and Europe)  Regular Meetings  Cooperation and exchanges between meetings.  Initially concentrated on developing use of EFQM  Now promotes the use of many techniques & approaches  Encourages exchange of knowledge and learning

PERFORMANCE IMPROVEMENT NETWORK (2)  Techniques include;  EFQM  Balanced Scorecard  Process Improvement  Statistical Process Control  Lean Management  Shared Services (HR, Finance, Training)  Approaches include;  Case Studies from members and guests (public and private sector)  Study Visits (in July we will visit DVLA)  Consortium Projects  exchanges

PUTTING INITIATIVES INTO CONTEXT Vision 360° feedback Myers-Briggs Values IiP Self-managed Teams MBOR Empowerment Policy Deployment Business Plans Just-in-Time Out Sourcing Zero Budgeting ABC H&SAW ISO 9001 Deming SPC Juran Kaizen P-D-C-A Six Sigma BPR Surveys Suggestions Schemes Chartermark SLAs SERVQUAL ISO14001 Kyosei EC Directives PSA’s KPI’s Balanced Scorecards Benchmarks Best Value

EFQM MODEL & BALANCED SCORECARD EFQM Excellence Model Annual Healthcheck excellence of organisation against defined criteria Balanced Scorecard Regular Monitoring performance against strategy ASSESS MEASURE MAKE CHANGE RE-ASSESS UNDERSTAND REVIEW PROGRESS

FINALLY Police Service organisations in the UK are still using EFQM for Performance Improvement Using many other tools/techniques as well There is a National performance measurement system There are National Policing Plans An Annual Police Performance Improvement Conferences Closer links with other public sector organisations

INTERNET LINKS Home Office Her Majesty’s Inspectors inspectorates.homeoffice.gov.uk/hmic Association of Chief Police Officers Association of Police Authorities UK Police Service

Ben Richardson Tel: Fax: Mobile: Beyond EFQM Performance Improvement in the UK Police, through networking and sharing good practices Workshop on Quality Management Role in Police Units Vilnius, 24 th /25 th April 2008