2. Learning by using CAF several times
Presentation according to the CAF criteria
Leadership
Strategy and Planning
Human Resources Management
External Partnerships and Resources
Process and Change Management
Customer/Citizen- Oriented Results
People (Staff) Results
Impact on Society
Key Performance Results

3. Develop, review and update strategy and planning
Criterion 2: Strategy and Planning
Develop, review and update strategy and planning
annual quality plan
annual evaluation of target commitments with
stakehoder representatives
agreement on target commitments in co-operation with staff members (top down and bottom up)
develop and implement system of key indicators

4. The Annual Quality Plan
Criterion 2: Strategy and Planning
The Annual Quality Plan
Structured according to CAF focus areas
Objectives per focus area
Each objective Assignment
Stakeholder
Measures
Evaluation
Priorisation per objective
Follow-up based on audits

5. Implement strategy and planning in the whole organisation
Criterion 2: Strategy and Planning
Implement strategy and planning in the whole organisation
Benchmarking and benchlearnig – use all available possibilities
Annual application of CAF by project team
Internal audit by municipal management
External audit by certification institute

6. Implement strategy and planning in the whole organisation
Criterion 2: Strategy and Planning
Implement strategy and planning in the whole organisation
Closed (quality) management cycle
Audit results are objectives in the next year‘s quality plan

7. Closed Management Cycle –
PDCA - Cycle

8. How do we maximize utility of the results of
Criterion 6: Customer / Citizen-Orientated Results
How do we maximize utility of the results of
our customer satisfaction measurements?

9. Internal questionnaire
in Turkish

10. customer/citizen
satisfaction
Internal survey
External survey
Key representatives
Qualitative
customer survey

11. The Qualitative Customer Survey
Criterion 6: Customer / Citizen-Orientated Results
The Qualitative Customer Survey
Comprehensive interview
by external assesor using
predefined methods and evaluation
with interpreter if needed

12. Benchmarking – we compare ourselves to, and learn from
Criterion 6: Customer / Citizen-Orientated Results
Benchmarking – we compare ourselves to, and learn from
internal customer surveys
customer surveys in other cities
CAF network comparison with a Slovenian administration

13. Have we achieved our goals?
Criterion 9: Key Performance Results
Have we achieved our goals?
Staff satisfaction and customer satisfaction
Staff
Customer

14. Have we achieved our goals?
Criterion 9: Key Performance Results
Have we achieved our goals?
Staff satisfaction and customer satisfaction
Instead of up to eight weeks: less than one hour
Cost per case have been reduced from € 71 to € 54

15. Have we achieved our goals?
Criterion 9: Key Performance Results
Have we achieved our goals?
Positive perception in practically all media and a non-issue in day-to-day politics or in recent elections
Evaluation and benchmarking of the model by international universities - Salzburg University
Hannover University
Cottbus Universitiy of Technology

16. What have we learned from the repeated application of CAF?
Summary
What have we learned from the repeated
application of CAF?
CAF is suitable for newcomer and advanced quality managers
Creation of quality awareness and developing a culture of permanent improvement
Realistic plan for annual improvements
Rigorous application of the PDCA cycle to achieve a management model that meets the requirements of TQM, ISO, ...