1. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland TSI Programme Making Quality Count

2. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Aims of the Workshop Outline of the Programme Background to the Programme Who are Quality Scotland How will we make Quality Count Approach Deployment Monitoring and Evaluation Outcomes Next Steps Questions

3. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Outline of the Programme 4 Year Programme Funded by Big Lottery Facilitate all TSIs and VAS to conduct organisational self-assessments using the EFQM Excellence Model Align the self-assessment approach to enable TSIs to deliver the Common Service Agreement and work plans Train people from all 32 TSIs and VAS on the EFQM Excellence Model to implement and sustain quality improvement within your organisation Recognise all 32 TSIs and VAS as Committed to Excellence, twice Facilitate sharing of best practice across the network and with other appropriate organisations Quality assure VAS practice forums and increase networking opportunities Align monitoring and evaluation activity to existing M & E approaches

4. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Who are Quality Scotland? Our mission is to ‘Make Excellence a National Characteristic of Scotland’ Established in 1990 we work with over 200 members across all sectors to achieve business improvement The National Partner Organisation (NPO) of the European Foundation of Quality Management (EFQM) in Scotland Quality Scotland worked with the Network on Quality Matters strand of the Supporting Voluntary Action Programme to implement a quality improvement programme

5. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland QS Reach Private Sector Members Organisation Board Members IOD Board Members IOD PRIVATE SECTOR Housing Associations Colleges PUBLIC SECTOR QS Local Authority members x26 Local Authorities x 32 CPPs members of QS CPPs Improvement Service Government Board Members TSI x32 Local Authorities x 32 Government JIT COSLA Zero Waste Scotland Education Scottish Enterprise SCVO NHS NHS Health Scotland NHS Education Authorities Local Authorities x 32 Scottish Enterprise Board Members Scottish Enterprise Members SBC Member organisations across all 3 sectors IiP IiP member also QS member VSN Member Individual VSN Member Organisations Organisation Board members CEMVO CEMVO Member Organisations Social Enterprise Academy SEA Member Organisations THIRD SECTOR VAS TSI’S x32 TSI own member VO Government SCVO SCVO Members QS Members members of SCVO SCVO Members non members of QS Gov’t CRNS Zero Waste Scotland Gov’t Local Authorities x 32

6. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Background to SVA Programme Back in early/mid 2000s there was little support for the smaller businesses that were vital to wealth creation and employability within our communities ‘Quality Matters’ Project established in 2008 Part of the ‘Supporting Voluntary Action Programme’ Aim: to support network to develop CVSTSI organisations to become better managed and deliver more consistent and wide- reaching services

7. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Background (cont) EFQM Excellence Model and self-assessment framework chosen by the network as the most sustainable and holistic assessment tool for a growing sector Agreed that EFQM Committed to Excellence award would clearly demonstrate the organisational commitment to delivering excellent services Agreed that EFQM Committed to Excellence award would clearly demonstrate the project’s effectiveness The model and supporting e-tool rolled out across the current 32 TSI areas in Scotland

8. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Impact of Quality Matters All participating organisations reported benefits from the project Many commented that it had a transformational impact on the way they operate “It made us stop and re-examine what our core purpose was. All staff, including project staff, can see where they fit into the organisation as a whole.” – Anne Moodie, VC Midlothian Many TSI’s have continued to use the learning for on-going improvements and to cope with the ever changing landscape in which the TSIs operate

9. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Background to our idea Building on legacy of SVA Programme in particular Quality Matters Quality Scotland already was supporting cohort of interested organisations within VAS Network Working in partnership with VAS to share learning & best practice for benefit of sector Discounted rates could be offered if we run a dedicated programme Big Lottery invited us to share our idea with them

10. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland VAS Network is now well established Common Service Agreement in place Outcome 5 : The Third Sector Interface is well manage and effective Excellence one of six Common Values – We will pursue excellence in all that we do, in order to provide the best possible support and leadership to the third sector. Each TSI has work plan and strategy Current Landscape

11. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland How Will We Make Quality Count ?

12. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Our Approach To work with all TSIs to embed a systematic and sustainable approach to Quality and achievement of Excellence The funding includes Membership of Quality Scotland, licence for the Self- Assessment tool, representation at training and to be recognised as ‘Committed to Excellence’ twice While our project is aimed at the TSI level we will work with the partnership TSIs to ensure that they can also engage effectively We will use existing mechanisms in place for communication, networking, managing challenges and opportunities. This will reduce the resources required by individual TSIs We will run Training and Networking Events across Scotland to make them accessible to the whole network We will help embed the principles of the model into day to day activities We are working with Improvement Service to align our approaches to maximise the benefit for the Network

13. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Partnership with VAS Throughout the programme Quality Scotland will partner with VAS. This will allow us to align our approach to existing structures and reduce duplication of effort and the resources required for individual TSIs to take part VAS will be going through the programme as well to embed continuous improvement throughout the Network We will work with VAS to quality assure the Networks practice forums and increase the opportunities for sharing best practice within the Network We also work with VAS from the beginning of the programme to create structures which will allow the TSIs to continue their Excellence Journey beyond the term of the funding Quality Scotland has joined SQIG

14. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Building a Process of Systematic Improvement Effective tools & techniques focused on your priority improvement needs Building a Culture of Systematic Improvement Achieve your strategy Quality Recognition, Committed to Excellence Improved Outcomes Training Self Assessment Improvement Activities Sustainable Continuous Improvement

15. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland What is Excellence? Excellent organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders. (EFQM Definition) Excellence, Common Value: We will pursue excellence in all that we do, in order to provide the best possible support and leadership to the third sector.

16. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland The EFQM Excellence Model The EFQM Excellence Model is a holistic management framework used by over 30,000 organisations across Europe Over the past 25 years, the EFQM Excellence Model has enabled organisation to develop a culture of excellence, access good practices, drive innovation and improve their results The Model provides a platform and common language to share experiences and learn from others

17. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland  To give a realistic and objective view of how good you are  To identify where to focus improvement effort  To bring different initiatives together into a single overall framework  To encourage the sharing of internal and external good practice  To provide a shared conceptual base and a common language  To understand the drivers behind business results/outcomes  To create a balance between different stakeholder groups The EFQM Excellence Model – Why use it?

18. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Fundamental Concepts

19. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Fundamental Concepts of Excellence

20. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Fundamental Concepts of Excellence There are 8 Fundamental Concepts of Excellence They outline the foundation for achieving sustainable excellence in any organisation. They can be used as the basis to describe the attributes of an excellent organisation structure. They can serve as a common language for top management

21. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland The 9 Criteria

22. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Take Action Measure Impact Model Dynamics

23. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland The 9 Criteria The EFQM Excellence Model allows people to understand the cause and effect relationships between what their organisation does, the Enabler and the Results (Outcomes) it achieves There are 5 Enablers on the right-hand-side of the Model They demonstrated to achieve sustained success, an organisation needs strong leadership and clear strategic direction. They need to develop and improve their people, partnerships and processes to deliver value-added products and service to their customers. If the right approaches are effectively implemented, they will achieve the results they, and their stakeholders, expect There are 4 Result on the left-hand-side of the Model These are the results an organisation achieves, in line with their strategic goals

24. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland RADAR

25. Define the RESULTS you want to achieve Develop the APPROACHES that will deliver these results ASSESS the impact and REFINE based on analysis and learning Systematically DEPLOY the approaches RADAR Logic

26. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland RADAR: Enabler Elements & Attributes APPROACH:  Sound  Integrated APPROACH:  Sound  Integrated ASSESSMENT AND REFINEMENT:  Measurement  Learning & Creativity  Improvement & Innovation ASSESSMENT AND REFINEMENT:  Measurement  Learning & Creativity  Improvement & Innovation DEPLOYMENT:  Implemented  Structured DEPLOYMENT:  Implemented  Structured

27. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland RADAR: Results Elements & Attributes RESULTS:  Relevance and usability  Scope & Relevance  Integrity  Segmentation RESULTS:  Relevance and usability  Scope & Relevance  Integrity  Segmentation  Performance  Trends  Targets  Comparisons  Confidence  Performance  Trends  Targets  Comparisons  Confidence

28. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Managing Improvement Using RADAR to plan and manage improvements. RESULT, define the aim of the project, what is it going to achieve for your TSI APPROACH, how are we going to make this improvement happen DEPLOYMENT, implementing the changes ASSESS, analyse the impact of the improvement project REFINE, what would you change to either our Approach or Deployment to make the impact more effective

29. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Deployment Launch Event: open to all Re-engage those previously validated for ‘Committed to Excellence’ Engage those who never went through the previous programme Carry out Base-lining exercise Deliver be-spoke Training programme Facilitate Self-Assessment at TSI level Support Action Planning Run Best Practice Sharing Events Validate TSIs for ‘Committed to Excellence’ Repeat to embed the process to improve sustainability

30. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Registration and Baselining Registration form in your packs which you can fill out now – This will also be available on the Knowledge Hub and you can email it to Quality Scotland at: gail.nicolson@qualityscotland.co.ukgail.nicolson@qualityscotland.co.uk Baselining – We will use existing data which is available through MILO and other agreed sources to monitor our impact. This will minimise the impact on TSIs data gathering

31. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Training

32. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Quality Scotland will deliver a suite of tailored training courses to enable the TSIs to implement and sustain quality improvement within their organisation Each TSI will be give accredited training on the EFQM Excellence Model and it can used to drive continuous improvement in their organisation As well as these formal training courses Quality Scotland will also deliver other courses on key topics to help the TSI Network to create a sustainable approach to continuous improvement Training

33. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Implementing continuous improvement in your organisation. Everyone in your organisation has a role to play in your journey Board: The Board should be the driving force behind the continuous improvement of the organisation and ensure that the organisation the organisation benefits as fully as possible from the process Senior Management/ Project Leader: The person or group will responsible for overall continuous improvement journey Staff: Your staff will be key to understanding your organisation at the self- assessment. They will also help to implement your improvement projects and might even lead on one of these projects themselves Involving People

34. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Basic Assessor Training (BAT) One person from every organisation in the Network will be able to attend BAT training It is designed to introduce people to the EFQM Excellence Model. It will provide a basic understanding of the structure and the 3 key elements: The Fundamental Concepts of Excellence The EFQM Excellence Model The RADAR Logic

35. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland EFQM External Assessor Training (EAT) Available to each organisation this course provides detailed knowledge and understanding of the 2013 EFQM Excellence Model and the RADAR logic, key aspects of conducting an assessment and integration with other improvement initiatives Becoming an External Assessor is a great personal development opportunity, passing the course will demonstrate to your employer, colleagues and peers that you are equipped to the highest standard to assess an organisation's performance and implement a continuous improvement programme in your organisation Quality Scotland has tailored the training for the TSI Network to facilitate more in- depth discussion of their operating environment. The training will enable the organisaton to implement continuous improvement in the context of delivering their Common Service Agreement and workplan. There will be a focus on using the model as a management tool to improve day-to-day performance

36. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Self- Assessment

37. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Self-assessment = a comprehensive, systematic and regular review by the organisation of its activities and results referenced against a model of Excellence which allows an organisation to discern clearly its strengths and areas in which improvements can be made and culminates in planned improvement actions that are then monitored for progress Self-Assessment – Definition

38. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland The Self-Assessment Cycle 1. Develop & retain commitment 2. Develop & deploy communication strategy 3. Plan the self assessment process 4. Select & train people directly 5. Conduct self- assessment 6. Consider outcomes & priorities 7. Establish & implement action plans 8. Review The Self-Assessment Cycle

39. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Initiative Overload

40. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland VAS & TSI Network Strategy & Initiatives Fitting into the Third Sector Interface Model

41. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Quality Scotland will be supporting you to implement the Self- Assessment Cycle in your organisation You will be supplied with the TSI Online Self-Assessment tool Built on TSI feedback and learning for the SVA programme this is a bespoke tool created for the Network. It will allow you to assess your organisations against the EFQM Excellence Model Provide you with qualitative and quantitative analysis to enable you to prioritise, plan and implement your improvement activities Quality Scotland has mapped the EFQM Model to other quality standards including IiV, IiP and PQASSO to help you on your overall quality journey Quality Scotland will help you focus key improvement activities and best practice sharing on your strategic aspirations Self-Assessment

42. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Recognition

43. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Recognition Each TSI will be given the opportunity to be recognised as ‘Committed to Excellence’ twice Repeating the process will embed a culture of continuous improvement and allow each TSI to measure your improvement through this programme ‘Committed to Excellence’ is the first level of excellence recognised by EFQM and has been designed to help organisations embed excellence principles into how you deliver your outcomes Achieving external recognition provides many benefits to your organization:- A way to motivate your people and encourage systematic improvement Provides a focus for learning and training Improved credibility with partners and suppliers Celebrating achievement and creating enthusiasm for progress

44. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland EFQM Levels of Recognition Committed to Excellence Project Validation - 1 star Committed to Excellence Assessment - 1 star - 2 star Recognised for Excellence - 3 star - 4 star - 5 star Scottish Award for Business Excellence European Excellence Award

45. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Committed to Excellence - Validation Benefits  First Level of Recognition  Learn how to use RADAR to manage improvement projects  Tangible results on three projects  Involve a cross-section of people in your organisation  European recognition valid for 2 years

46. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Committed to Excellence - Assessment Benefits  Second Level of Recogniton  A holistic view of your organisation, its strengths and areas for improvement  Your organisation scored using the RADAR methodology facilitating international benchmarking of performance  European recognition valid for 2 years  A bridge to Recognised for Excellence

47. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland We will use existing data which is available through MILO and other agreed sources to monitor our impact. This will minimise the impact on TSIs data gathering Our partnership with VAS means that we will be able to align our approach as you move from ‘outputs’ to ‘outcomes’ focus There will be annual reviews of the impact of the programme and a more in-depth assessment of the impact mid-way through the programme and at the end We will run Sharing Best Practice Events and share any learning, using the Knowledge Hub Monitoring and Evaluation

48. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Validate the TSI Network and VAS as Committed to Excellence twice To embed a sustainable process to continuous improvement To embed a culture and the skills necessary within the Network to achieve sustainable continuous improvement To quality assure the Network Practice Forums To improve the support which TSIs provide to your communities Outcomes

49. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland Next Steps Register, fill out the form in your pack More information on the Knowledge Hub soon! VAS Conference: Quality Scotland will be running a workshop on 24 th October 2014

50. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland QUESTIONS

51. www.qualityscotland.co.uk @qualityscotland qualityscotlandQuality Scotland Making excellence a national characteristic of Scotland © General Disclaimer. All Rights Reserved. No part of this work may be copied, distributed, revised, modified, translated, abridged, condensed, expanded, collected, or adapted without the prior written consent of Quality Scotland. Any use or exploitation of this work without authorisation could subject the perpetrator to criminal and civil liability. Quality Scotland makes no representations or warranties with respect to the contents of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Quality Scotland reserves the right to revise this document and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. Material within this work is variously owned by Quality Scotland and the EFQM, and the contents remain severally and together the copyright of Quality Scotland and the EFQM. Work owned by the EFQM has the EFQM copyright clearly indicated. Where no copyright is indicated on a specific slide, it is owned by Quality Scotland. Additionally and specifically, Quality Scotland acknowledges the ownership and copyright of the EFQM with respect to the EFQM Fundamental Concepts, Excellence Model and RADAR referenced in this work and the graphics and words associated with them.