1. Agenda for discussion
European co-operation: Functioning of the CAF resource centre (EIPA) and network of CAF correspondents?
National level: bottom up or top down approach?
Role of technical agencies?
Best practices – ideas to take home?

2. European co-operation: Functioning of the CAF resource centre (EIPA) and network of CAF correspondents?
Further development of EIPA as a ressource centre:
EIPA as the international ’technical agency’ (mission).
EIPA as a knowledge bank with creative ideas and good practices for implementation of TQM.
Establish more activities and training for national level (e.g. ’train the trainers’).
Public administrations not ready for international benchmarking.
EIPA should increase the coordination of co-operation and exchange of knowledge between national CAF-centres.
National information reported to EIPA should be made available as soon as possible on website.
Direct communication from EIPA to CAF users.
CAF is but one tool (’the less evangelism the better’).

3. National level: Both bottom up and top down approach is needed
CAF should not be mandatory. However driving support and assistance from top is needed (in accordance with national tradition and culture):
Make self-assessment matter for institutions (giving incentive).
Pritoritize international co-operation at the national level.
Political commitment/support for CAF and TQM is crucial:
Creation of a national ’culture of quality/improvement’.
Training is crucial to change culture.
Inclusion of the whole organisation (CAF as part of the everyday life in organisation).

4. Role of technical agencies
Role of technical agency varies with national culture.
Public sector/central agency should set the agenda for CAF/TQM:
Promote TQM broadly and CAF only as one tool among others.
CAF training could be done by private companies (only in co-operation with public agencies).
National strategies needed to promote two roles of technical agencies (-continuity needed):
To spread the use of/ knowledge about CAF including feedback to users.
To develop supporting tools for institutions.
Widen the range of activities made by technical agencies.
More assistance from technical agencies to institutions after using CAF.