1. SWC EXPERIENCES WITH APPLYING FOR ESTONIAN QUALITY AWARD “COMMITTED TO QUALITY” Piret Kuusküll Tallinn Social Work Centre April 23 rd 2009

2. TALLINN SOCIAL WORK CENTRE (TSWC) An institution under the administration of Tallinn Social Welfare and Health Care Department Founded: January 1 st 2001 Personnel: 68 Clients: ~400 Primary activities: 1.providing social services; 2.developing and training the social sphere; 3.obtaining professions of the social sphere. Home page: www.swcenter.eewww.swcenter.ee

3. REASONS FOR PARTICIPATING IN CONTESTS Expanding organisation – employees 5→50 divisions 1→5 Goal of the development plan – successfully functioning organisation Occasional improvement experience New challenges Wish to receive “recognition“

4. BEGINNING On October 20 th 2006, we confirmed our wish to participate in the contest “Committed to Excellence” Composing a team Goal – improve the job management of TSWC Vision –vobtain the “Committed to Excellence” in May 2007 Resources – people, time

5. ACTIVITES ACCORDING TO METHODS Self assessment Identifying improvement projects Executing improvement projects Measuring the results Visit by the external evaluator Committed to Excellence 2006

6. Present the strengths and fields of improvement of the organisation Create a whole picture and find the most important for the employees Through fields of improvement – find possibilities to develop the organisation Add comprehension in understanding the relations between the fields of improvement Where are we? How did we get to where we are? Where do we want to end up? How do we want to get there? SELF ASSESSMENT

7. SELECTED IMPROVEMENT PROJECTS 1.Elaborating the system of personnel meetings 2.Executing the Board of Clients in Tuulemaa division 3.Elaborating the system of motivating and reckongising personnel

8. EXECUTING IMPROVEMENT PROJECTS Involvement Documentation of the activities

9. MEASURING THE RESULTS Based on the methods Measurement of usage Measurement of impact

10. RESULTS (1) Improvement of the job management of the organisation Efficiency of the service delivery Successful involvement of the clients into the job management Decrease of the number of complaints

11. RESULTS (2) Rise of personnel participation in the development work A new experience with and belief in the use of systematic approach to management Award “Committed to Excellence 2006” Firm decision to participate in the contest of the next level of recognition

12. Thank you! Piret Kuusküll piret.kuuskull@swcenter.ee