Q.A. in TRAINING Change Management Review The case Study of Banca CR Firenze Group Mario Spatafora DISSEMINATION CONFERENCE ATHENS 15th February 2008

Planning (purpose & plan) Implementation Evaluation & Assessment Review (feedback and procedures for change) Methodology CQAF Model

METODOLOGY  The Educational Area  Mission & PLANNING  Q.A. Policy  Company’s Goals  Market Challenges  IMPLEMENTATION  Processes & Procedures  Priorities’ Management  ASSESSMENT  REVIEW / Change Management

The Educational Area  Organizational changes  Training strategies SupportS

TRAINING CENTRE PHASES  Planning  Implementation ISO 9001:2000 System Since october 2003 Since october 2003 – renewed in renewed in Evaluation  Evaluation  Review

Educational Area  Transparent “Quality Issues Policy”  Appropriate training offer  Educational & professional activities Mission

Q.A. POLICY Market Professional carrier path TRAINING PLANNING knowledge & competences IMPLEMENTATION

COMPANY’S GOALS  Professional development through through Education & Training Education & Training

To manage the Changes  Motivation  Professionality  Flexibility  Creativity

Quality Assurance System COMPANY COMPETITIVE ADVANTAGE COMPANY COMPETITIVE ADVANTAGE  Q. A. processes  Empowerment  Efficacy  Efficiency COMPANY QUALITY CULTURE LEARNING ORGANIZATION LEARNING ORGANIZATION Elements:

Processes & Procedures  Organizational Developm.  H.R. Management PROCEDURES: THE 4 “C” ◊ Culture & Training needs analysis ◊ Census of knowledge ◊ Census of competences ◊ Customer satisfaction ◊ Ad hoc Training courses

PRIORITIES’ MANAGEMENT  HR & I.C.T. Infrastructures  Inter-company courses  Teachers & Trainers  Documentation  Assessment of quality

Assessment  Services’ quality  Customers satisfaction  Staff professionality  Training Productivity  Structures

CHANGE MANAGEMENT  Market evolution  Customers needs  Management of non-conformity  Data analysis  Monitoring & Assessment CORRECTIVE & PREVENTIVE ACTIONS CORRECTIVE & PREVENTIVE ACTIONS REVIEW

AD-HOC REPORT  Activities & projects Planning  Description of performances  Goals achieved  Improvement plans

 Census of technical knowledges  Census of competences  Analysis of the results  Assessment of performances  Internal selection Q. A. CONCLUSIONS:

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