Business Excellence Executive Michael Crowley Business Excellence Executive

Rehab Group Overview Not for Profit Organisation Divisions Services Health & Social Care Training & Education Rehabilitation Employment Services Client Numbers 46,000 Clients 2009

Rehab Group Overview Staff numbers Service Locations Ireland England Scotland Netherlands Poland Quality Initiatives EFQM / ISO / EQUASS Excellence & Assurance / IiP & ETP / National Standards

Quality – Vision Impossible Conference Theme Quality – Vision Impossible or Unattainable Dream

Quality!!! Quality – Vision Impossible How about - Quality – Possible Quality – Achievable Quality – Essential Quality – Vital Quality – The way forward

How about!!!! Business Management System - Vision impossible Financial Management – Vision impossible Value for Money – Waste of Money Efficiency – inefficient Effectiveness – Ineffective

If better is possible, then good is not enough!

Quality is a fundamental aspect of all areas of business and business management

Quality Indicators must : reflect across all key areas of the business be measurable time framed allocate responsibility reviewed and reported

Question!! Do Service Providers manage / determine how their Services operate!! Do Service Providers want to be instructed how their Services operate!!

Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

Service Providers Perspective Expectations of : Stakeholders Funders Users

Indicators to verify Quality of Services Leadership /Governance Business Management Rights Ethics Customer focus Participation or Involvement Partnerships Results – Financial & Non Financial

Management is doing things right; leadership is doing the right things Management is doing things right; leadership is doing the right things. Peter F. Drucker

Marvin Bower, McKinsey & Co Ethical Approach There is no such thing as business ethics there is only one kind - You have to adhere to the highest standards. Marvin Bower, McKinsey & Co

What distinguishes quality Social Services Leadership / Governance Prerequisites for quality Services - Funding Best Practice Model for Sector Innovation Business focused Business Management Results focused Financial Non Financial Partnership focused Strategic Service

What distinguishes quality Social Services Customer / Client focused Person Centred Rights based Ethical focus Staff Equality Confidentiality Staff focused Skills & Competencies Staff Intellectual Asset Continuous Development Internal / External Audit Benchmarking

Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

Quality may be viewed as indicators of Best Practice or indicators of Excellence in the context of : Organisation Functions / Departments Services Provided

I am careful not to confuse excellence with perfection I am careful not to confuse excellence with perfection. Excellence I can reach for; perfection is God’s business Michael J Fox

Excellent companies don’t believe in excellence – only in constant improvement and constant change Tom Peters

You can legislate for compliance… You can not legislate for excellence!

Final thought! To maintain excellence you must: Care more than others think is wise Risk more than others think is safe Dream more than others think is practical Author unknown

Michael Crowley Business Excellence Executive Rehab Group Roslyn Park Sandymount Dublin 4 Ireland Tel. 00353879370697 email:michael.crowley@rehab.ie