1. Q.A. in TRAINING Change Management Review The case Study of Banca CR Firenze Group Mario Spatafora DISSEMINATION CONFERENCE ATHENS 15th February 2008

2. Planning (purpose & plan) Implementation Evaluation & Assessment Review (feedback and procedures for change) Methodology CQAF Model

3. METODOLOGY  The Educational Area  Mission & PLANNING  Q.A. Policy  Company’s Goals  Market Challenges  IMPLEMENTATION  Processes & Procedures  Priorities’ Management  ASSESSMENT  REVIEW / Change Management

4. The Educational Area  Organizational changes  Training strategies SupportS

5. TRAINING CENTRE PHASES  Planning  Implementation ISO 9001:2000 System Since october 2003 Since october 2003 – renewed in 2006. renewed in 2006. Evaluation  Evaluation  Review

6. Educational Area  Transparent “Quality Issues Policy”  Appropriate training offer  Educational & professional activities Mission

7. Q.A. POLICY Market Professional carrier path TRAINING PLANNING knowledge & competences IMPLEMENTATION

8. COMPANY’S GOALS  Professional development through through Education & Training Education & Training

9. To manage the Changes  Motivation  Professionality  Flexibility  Creativity

10. Quality Assurance System COMPANY COMPETITIVE ADVANTAGE COMPANY COMPETITIVE ADVANTAGE  Q. A. processes  Empowerment  Efficacy  Efficiency COMPANY QUALITY CULTURE LEARNING ORGANIZATION LEARNING ORGANIZATION Elements:

11. Processes & Procedures  Organizational Developm.  H.R. Management PROCEDURES: THE 4 “C” ◊ Culture & Training needs analysis ◊ Census of knowledge ◊ Census of competences ◊ Customer satisfaction ◊ Ad hoc Training courses

12. PRIORITIES’ MANAGEMENT  HR & I.C.T. Infrastructures  Inter-company courses  Teachers & Trainers  Documentation  Assessment of quality

13. Assessment  Services’ quality  Customers satisfaction  Staff professionality  Training Productivity  Structures

14. CHANGE MANAGEMENT  Market evolution  Customers needs  Management of non-conformity  Data analysis  Monitoring & Assessment CORRECTIVE & PREVENTIVE ACTIONS CORRECTIVE & PREVENTIVE ACTIONS REVIEW

15. AD-HOC REPORT  Activities & projects Planning  Description of performances  Goals achieved  Improvement plans

16.  Census of technical knowledges  Census of competences  Analysis of the results  Assessment of performances  Internal selection Q. A. CONCLUSIONS:

17. THANK YOU FOR YOUR ATTENTION Mario Spatafora Mario Spatafora THANK YOU FOR YOUR ATTENTION Mario Spatafora Mario Spatafora