1. 1©NQI NQI Progressive Excellence Criteria for the Federal Public Service No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without the prior permission of NQI. Version: Jan. 2005.

2. 2©NQI NQI Vision Inspiring excellence in Canada Mission We assist Canadian organizations improve performance by providing: Principled-driven criteria based way to implement Quality and Healthy Workplace environments Progressive excellence certification programs National recognition through the Canada Awards for Excellence Education, assessment and advisory services Auditor certification services Membership services ….in a healthy sustainable work environment

3. 3©NQI Background Built on NQI Criteria for Public Sector Excellence Feb 2005: Criteria enhanced in collaboration with subject experts from Federal Public Service, notably: –Canadian Nuclear Safety Commission –Health Canada To align between NQI Criteria & TBS Modern Management Frameworks, such as: –Modern Comptrollership (MC) –Toward Management Excellence –Management Accountability Framework (MAF)

4. 4©NQI A Synergy MAF Elements Governance & Strategic Direction Public Service Values Policy and Programs People Citizen Focused Service Risk Management Stewardship Accountability Learning, Innovation & Change Management Results & Performance NQI-PEP-FPS Criteria Leadership & Governance –Accountability –Managing Policy Planning & Performance Management –Innovation & Change Management –Results and Performance Management –Risk Management Citizen/Client Focused Service People Focus and Work Environment –Learning and Innovation –Employee Wellness & Well Being Program & Process Management –Stewardship Supplier/Partner Focus Results/Organizational Performance

5. 5©NQI Principles behind NQI Criteria  Leadership Involvement & integrated management approach  Primary focus on clients/stakeholder needs  Positive work environment  Cooperation & teamwork  Continuous learning  Assessment and evaluation  Focus on continuous improvement & breakthrough thinking  Fulfil obligations to society

6. 6©NQI Leadership & Governance Citizen/Client Focused Service People Focus & Work Environment Planning & Performance Management Program & Process Management Supplier/ Partner focus Principles for Excellence Organizational Performance NQI Criteria Drivers – Federal Service

7. 7©NQI For Implementation – A Roadmap Federal Public Service

8. 8©NQI NQI-PEP FPS Builds on current strengths & validates progress Sensible milestones of achievement Implement continuous improvement focus in a manageable/practical manner To be a progressive & practical implementation tool to meet objectives (of Federal Frameworks) and nurture a culture of excellence.

9. 9©NQI 1. Start Up 3. Transition 2. Foundation 4. Sustained Improvement NQI-PEP for the Federal Public Service Four Levels Criteria Guide NQI Certification CAE recognition

10. 10©NQI Journey 1. Start Up 2. Foundation 3. Transition 4. Sustained Improvement Training Implementation Level One Review

11. 11©NQI Level One – Start Up phase Recognizes starting development of strategic improvement journey Good starting signal for people Aim is to move forward Emphasis on approach NQI certification (application only)

12. 12©NQI Level One – Start Up phase Key focus: Values/Ethics statements & communication Mission/mandate & communication Client/stakeholder definition Training plan – principles/practices reflected in criteria

13. 13©NQI Level Two – Foundation Builds on Level One Wider understanding of approach to excellence Corporate/optimized approach to excellence Implementation in some key areas Strategic linkage: Improvement goals & strategic direction Positive results achieved in some key areas NQI certification - application plus on-site verification

14. 14©NQI Level Two – Foundation 1. Leadership & Governance Key success factors & priorities Monitor/review strategic planning Leadership recognition linked to criteria principles/practices Accountability Framework Establish appropriate framework Managing Policy Design/document/report on policies (in line with priorities & agenda)

15. 15©NQI Level Two – Foundation 2. Planning & Performance Management Determine priorities/improvement goals Monitor & communicate improvement goals Innovation & Change management Manage innovation & transformation Results/Performance Management Indicators to measure performance Risk Management Manage organizational & strategic risks

16. 16©NQI Reinforces Strategic Linkage Strategic intent/direction Improvement focus within planning Process improvement

17. 17©NQI Level Two – Foundation 3. Citizen/Client Focused Service Gather/analyze/evaluate needs Potential for partnering or third party arrangements Gather/use information on future needs

18. 18©NQI Level Two – Foundation 4. People Focus & Work Environment HR plan supports goals/objectives Recruit/select & manage performance Minimize detrimental impacts of restructuring Learning & Innovation Encourage creativity (expand skills) Understanding of strategic direction & goals Encourage engagement in improvement Encourage suggestions/ideas Development of strategic approach to HW

19. 19©NQI Level Two – Foundation Employee Wellness & Well-Being Development of a strategic approach to HW Comprehensive focus on: oPhysical environment oOccupational H&S oHealthy lifestyle practices oWorkplace culture & supportive environment Review Canadian Healthy Workplace Criteria

20. 20©NQI Canadian Healthy Workplace Criteria

21. 21©NQI Level Two – Foundation 5. Program & Process Management Design/document & report on key systems & processes Analyze/ID root causes of process problems (corrective actions) Stewardship Monitor/control key systems & processes for consistency Management systems provide relevant, timely information on resources/results/controls

22. 22©NQI Level Two – Foundation 6. Supplier/Partner Focus Select criteria for suppliers/service providers Establish & maintain cooperative working relationships encourage innovation to assure & improve quality of services/products provided

23. 23©NQI Level Three – Transition Wide implementation in all key areas Sound systematic approach in place Sustainable healthy workplace environment Strong focus on continuous improvement Positive results Leverage & integration of various infrastructure systems & tools developed at Level Two NQI certification – application plus on-site verification

24. 24©NQI Level Three – Transition 1.Leadership & Governance Executive/senior management commitment Internal/external sharing ideas/practices Evaluate effectiveness of approach Accountability Responsibility/accountability/leadership defined & shared Responsibility to society

25. 25©NQI Level Three – Transition 2. Planning & Performance Management Scheduled assessments (input on improvement opportunities) Effectiveness of implementation of plans Innovation & Change Management Organizational learning (input) Evaluate planning & assessment processes Results & Performance Management Report/communicate progress (goals)

26. 26©NQI Level Three – Transition 3. Citizen/Client Focused Service Alignment on client satisfaction Ease of client input & response Meet service standards Measure client satisfaction Evaluate effectiveness of approach

27. 27©NQI Level Three – Transition 4. People Focus & Work Environment Learning & Innovation Training & development needs Effectiveness of training Evaluate effectiveness of approach Employee Wellness & Well-Being Involvement/reinforcement of HW elements Measure employee satisfaction Contribution & recognition

28. 28©NQI Level Three – Transition 5. Program & Process Management Continuous improvement focus Stewardship Document/monitor/control improvements External comparisons Evaluate effectiveness of approach 6. Supplier/Partner Focus Sharing of information Involvement in new service development Evaluate effectiveness of approach

29. 29©NQI Sustained positive results - Levels & Trends (all areas) Level Four – Sustained Improvement

30. 30©NQI Leadership & Governance Citizen/Client Focused Service People Focus & Work Environment Planning & Performance Management Program & Process Management Supplier/ Partner focus Principles for Excellence Organizational Performance Need for strategic approach

31. 31©NQI 1. Start Up 3. Transition 2. Foundation 4. Sustained Improvement Need for Implementation Criteria/Roadmap NQI-PEP Criteria Guide Certification

32. 32©NQI Journey 1. Start Up 2. Foundation 3. Transition 4. Sustained Improvement Training Implementation Level One Review

33. 33©NQI Visit the NQI Website for helpful articles, information and tools available to help you on your Journey QUEST FOR QUALITY NQI Training and many more