1. Business Excellence Executive
Michael Crowley
Business Excellence Executive

2. Rehab Group Overview Not for Profit Organisation Divisions Services
Health & Social Care
Training & Education
Rehabilitation
Employment Services
Client Numbers
46,000 Clients 2009

3. Rehab Group Overview Staff numbers Service Locations
Ireland
England
Scotland
Netherlands
Poland
Quality Initiatives
EFQM / ISO / EQUASS Excellence & Assurance / IiP & ETP / National Standards

4. Quality – Vision Impossible
Conference Theme
Quality – Vision Impossible or
Unattainable Dream

5. Quality!!! Quality – Vision Impossible How about - Quality – Possible
Quality – Achievable
Quality – Essential
Quality – Vital
Quality – The way forward

6. How about!!!! Business Management System - Vision impossible
Financial Management – Vision impossible
Value for Money – Waste of Money
Efficiency – inefficient
Effectiveness – Ineffective

7. If better is possible, then good is not enough!

8. Quality is a fundamental aspect of all areas of business and business management

9. Quality Indicators must : reflect across all key areas of the business be measurable time framed allocate responsibility reviewed and reported

10. Question!!
Do Service Providers manage / determine how their Services operate!!
Do Service Providers want to be instructed how their Services operate!!

11. Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

12. Service Providers Perspective
Expectations of :
Stakeholders
Funders
Users

13. Indicators to verify Quality of Services
Leadership /Governance
Business Management
Rights
Ethics
Customer focus
Participation or Involvement
Partnerships
Results – Financial & Non Financial

14. Management is doing things right; leadership is doing the right things
Management is doing things right; leadership is doing the right things Peter F. Drucker

15. Marvin Bower, McKinsey & Co
Ethical Approach
There is no such thing as business ethics there is only one kind You have to adhere to the highest standards.
Marvin Bower, McKinsey & Co

16. What distinguishes quality Social Services
Leadership / Governance
Prerequisites for quality Services - Funding
Best Practice
Model for Sector
Innovation
Business focused
Business Management
Results focused
Financial
Non Financial
Partnership focused
Strategic
Service

17. What distinguishes quality Social Services
Customer / Client focused
Person Centred
Rights based
Ethical focus
Staff
Equality
Confidentiality
Staff focused
Skills & Competencies Staff
Intellectual Asset
Continuous Development
Internal / External Audit
Benchmarking

18. Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

19. Quality may be viewed as indicators of Best Practice or indicators of Excellence in the context of : Organisation Functions / Departments Services Provided

20. I am careful not to confuse excellence with perfection
I am careful not to confuse excellence with perfection. Excellence I can reach for; perfection is God’s business Michael J Fox

21. Excellent companies don’t believe in excellence – only in constant improvement and constant change Tom Peters

22. You can legislate for compliance… You can not legislate for excellence!

23. Final thought! To maintain excellence you must:
Care more than others think is wise
Risk more than others think is safe
Dream more than others think is practical
Author unknown

24. Michael Crowley Business Excellence Executive Rehab Group Roslyn Park Sandymount Dublin 4 Ireland Tel