Michael CrowleyBusiness Excellence Executive

Rehab Group Overview• Not for Profit Organisation• Divisions

– 5 Divisions

• Services– Health & Social Care– Training & Education– Rehabilitation– Employment Services

• Client Numbers– 46,000 Clients 2009

Rehab Group Overview• Staff numbers

– 3,350 Staff

• Service Locations– Ireland– England– Scotland– Netherlands– Poland

• Quality Initiatives– EFQM / ISO / EQUASS Excellence & Assurance /

IiP & ETP / National Standards

Conference Theme

Quality – Vision Impossible

or

Unattainable Dream

Quality!!!

• Quality – Vision Impossible

• How about - Quality – Possible Quality – Achievable Quality – Essential Quality – Vital Quality – The way forward

How about!!!!

• Business Management System - Vision impossible

• Financial Management – Vision impossible

• Value for Money – Waste of Money

• Efficiency – inefficient

• Effectiveness – Ineffective

If better is possible, then good is not enough!

Quality is a fundamental aspect of all areas of business and business

management

Quality Indicators must : reflect across all key areas of the business

be measurabletime framed

allocate responsibilityreviewed and reported

Question!!

• Do Service Providers manage / determine how their Services operate!!

• Do Service Providers want to be instructed how their Services operate!!

Quality may be considered by the Service Provider as a task of compliance

with National Standards

Service Level Agreements Contractual agreements

Services Provided

Service Providers Perspective

• Expectations of :– Stakeholders – Funders – Users

Indicators to verify Quality of Services

• Leadership /Governance • Business Management• Rights • Ethics• Customer focus• Participation or Involvement• Partnerships• Results – Financial & Non Financial

Management is doing things right;

leadership is doing the right things.

Peter F. Drucker

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

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

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

Quality may be considered by the Service Provider as a task of compliance

with National Standards

Service Level Agreements Contractual agreements

Services Provided

Quality may be viewed as indicators of Best Practice or indicators of Excellence

in the context of :Organisation

Functions / DepartmentsServices Provided

I am careful not to confuse excellence with perfection. Excellence I can reach

for; perfection is God’s business

Michael J Fox

Excellent companies don’t believe in excellence – only in constant

improvement and constant change

Tom Peters

You can legislate for compliance…You can not legislate for

excellence!

Final thought!To maintain excellence you must:

Care more than others think is wiseRisk more than others think is safeDream more than others think is practical

Author unknown