© OECD A joint initiative of the OECD and the European Union, principally financed by the EU Introduction: Mapping Approaches to Quality Management in.

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© OECD A joint initiative of the OECD and the European Union, principally financed by the EU Introduction: Mapping Approaches to Quality Management in the Public Sector Seminar on “Quality Manager in the Public Sector” Romania, March 2008

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU 2 Can we learn much from places that are so different from us? “Things are very different there – they don’t have our financial problems … staff problems … social problems … legal context … difficult members of the public … difficult chief officers … difficult politicians …” “We tried something like that years ago – it didn’t work” “We’d need to form a working group to consider it” “That’s interesting but … we don’t have the time … the staff …the space …” “Our politicians wouldn’t buy that” “That’s against our policy” “That’s too difficult”

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU 3 Getting started - Defining quality

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU Exercise (1): How would you define ‘quality of service’? ª What is YOUR definition of ‘quality of service’? ª Is this the definition that other people in your organisation have, too? DISCUSS THIS WITH YOUR COLLEAGUES.

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU Conceptualisations of quality ª ‘Conformance to specification’ - engineering and contract management (Deming) ª ‘Fitness for purpose’ – meeting corporate and social objectives - systems analysis (Juran) ª ‘Meeting or exceeding customer expectations’ - consumer psychology (PZB) ª Bringing about a passionate emotional involvement between the customer and the service – social psychology (Pirsig) EACH OF THESE IS INTERESTING!

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU Summary ª Service quality is difficult to define but easy to recognise by its absence.  If there is no definition, there is no language for discussing quality.  If there are too many definitions, there is only confusion when quality is discussed.  It is best to agree a single definition in the organisation, and discuss how to assess it and how to assure it, then to implement these plans … and then to move to a different definition some time later, if desired.

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU Setting the Stage for the Seminar What do you believe you need most in order to improve the quality of services/policies in Romania?  Better managers or better staff?  More budget?  More training?  A quality system?

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU The organisation of the seminar Day 1: Quality MANAGEMENT Day 2: Quality ASSURANCE Without quality management there is no need to do quality assurance!

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU 9 There is no single best quality assurance toolIAOO nputsctivitiesutputsutcomes Investor’s in People Balanced Scorecar d IS O EFQM CAF Model s GI Test of Good Governance GI Test of Good Governance

© OECD A joint initiative of the OECD and the European Union, principally financed by the EU 10 IAOO nputsctivitiesutputsutcomes...starting from Outputs and Outcomes