www.vdab.be0800 30 700
Total quality management policy and the training of trainers (and instructors) at the VDAB
Dublin, 28 February 2008 Walter Dobbelaere
www.vdab.be0800 30 700
Outline
1) VDAB2) WHAT ABOUT QUALITY IN VDAB CC3) TOTAL QUALITY MANAGEMENT4) TTT AND TQM5) LESSONS TO BE LEARNED6) CONCLUSION/SUGGESTIONS
www.vdab.be0800 30 700
BrusselsBrussels
Languages:Languages:Dutch, French, GermanDutch, French, German
Population: Population: 10.355.84410.355.844
WalloniaWallonia
FlandersFlanders992.0415.995.553
3.368.250
VDAB
216.762
www.vdab.be0800 30 700
VDAB
VDABVDAB offers a broad, effective and modern package of services for employersemployers, employeesemployees and jobseekersjobseekers in
the two areas of results
The VDAB competence centres (VDAB CC) provide vocational training
VDAB = Flemish Service for employment and vocational training
www.vdab.be0800 30 700
VDAB
VDAB KEY FIGURES 2006
EmployeesEmployees in CC
4.2311.440
Including trainersStaffAssistance
1.009124 (incl 15 on TQM)317
Training hours VDABTraining hours partnersTraining jobseekersTraining of employeesCompetence centers
8.896.7686.195.01693.63448.16968
www.vdab.be0800 30 700
VDABNumbers of training courses in 2006
Service sector Social Profit Construction Metallurgical industry Transport Logistics Professional cleaning services Industrial automation Hotel and catering Ports- Maritime – Shipping Sales Electricity Graphic techniquesSurveillance Clothing manufacture Wood Primary sector Food Environment Diamond Textiles Chemical industry
19.5186.7522.8652.3431.9671.6491.3411.302
997874760559533393351319165155
933433
1
www.vdab.be0800 30 700
WHAT ABOUT QUALITY IN VDAB CC
Quality management is an organizational strategy and amethod of management, which involves all employeesand seeks to improve continuously the efficacy of an organization regarding customer satisfaction.
CEDEFOP, 1998
www.vdab.be0800 30 700
WHAT ABOUT QUALITY IN VDAB CC
How to look at quality of VET
- Product quality?- Process quality?- Client approach (needs, expectations, goals, who is the client?)- Costs/added value
→ integrated approach is needed
www.vdab.be0800 30 700
VDAB CC delivers training Training = service
Quality of service ≠ quality of goodsServices Goods
• An activity or process
• Intangible
• Simultaneous production and consumption: customers participate in production
• Heterogeneous
• Cannot be kept in stock
• A physical object
• Tangible
• Separation of production and consumption: customers do not normally participate in production
• Homogeneous
• Can be kept in stock
Training
• Consumption leads to further developed competences
WHAT ABOUT QUALITY IN VDAB CC
www.vdab.be0800 30 700
WHAT ABOUT QUALITY IN VDAB CC
• Quality is a concern of everybody in VDAB CC → integrated approach• Quality of services is subjective• Training in VDAB is a service delivered by trainers to adults → focus on customer results in al labour market context• Customer satisfaction about training: satisfaction = perceived service (training)
expectations•Management problem: which satisfaction indicators? - (commercial/public) services? - education? - LLL? - Labour market policy?
www.vdab.be0800 30 700
WHAT ABOUT QUALITY IN VDAB CC
Example of quality indicators (quality dimensions) in services/trainingServ Qual OECD, principle
elements of good governance
Key aspects of quality management in vocational training
- Reliability
- Assurance
- Empathy
- Responsibility
- Tangibles
- Accountability
- Transparency
- Efficiency
- Responsiveness
- Forward vision
- Rule of law
- Customer centred- Quality policy- Responsibility, authority and communication- Resources provision and management- Competent human resources- Infrastructure and working environment- Product planning and realisation- Design and development- Buying process- Control of the follow up and measuring devices- Customer’s satisfaction
www.vdab.be0800 30 700
TQM in VDAB
VDAB uses the EFQM-model www.efqm.org
www.vdab.be0800 30 700
WHAT ABOUT QUALITY IN VDAB CC
Illustration of different ways of looking at qualityGoal: training of jobseekers; 7/10 must to have a job
Results of JSExpectations
Results of GOVExpectations
Training ends in a job = quality
Developing = training +seeking a job +having job
7/10 = quality
www.vdab.be0800 30 700
TQM in VDAB
All quality models can be transformed into other models asrequired by the situation (i.e. 6 M’s in the Ishikawa diagramfor an integrated approach of Q of training)
Training
Measurements Material Man (People)
Mother Nature(Environment)
Methods Machines
www.vdab.be0800 30 700
TQM in VDAB
Look at the 6 M’s from a didactic model as a baselinefor all those who are directly involved in the process of training delivery
VDAB didactic process with 4 key elements
Training goals
Evaluation ofProcessproduct
Trainingmethods
(pre-knowledge)
Interdependence ofkey elements
www.vdab.be0800 30 700
TQM in VDAB
• VDAB values: equality, social justice, respect, empathy social responsibility, social involvement• Partnerships with social partners (applying sectoral standards)• Complaint management• Public Service Agreement for VDAB CC puts forward: - participation rate for target groups - employment rate
MEASUREMENTS
www.vdab.be0800 30 700
TQM in VDAB
•2 times/year measurement of customer satisfaction index (6 elements) Satisfaction about: trainer, programme, training delivery, planning, waiting time, facilities•Capacity planning & waiting time management (queuing system)•10% of working time of trainers goes to competence development (TTT, peer groups, projects, etc)
MEASUREMENTS
www.vdab.be0800 30 700
TQM in VDAB
TRAINERS (MEN)
• Change HRM into a competence management for trainers
• The basics: job profiles (E); evaluations (E); competence profiles (L); dynamic competence development oriented on organisational goals (T)
Train the trainer programmes meet competence management for trainers
• Most important: - start! - and use the Deming wheel PDCA
www.vdab.be0800 30 700
TQM in VDAB
TRAINERS (MEN) – general indications on• Competence clusters for a VET trainer were developed in
several EU projects (Leonardo).• Also USA research on trainer competencies leads to
competence clusters.• Spectrum of professions:
VET-teacher, VET trainer, trainer, HRD specialist
• 20% trainer/teachers competences are determined by job position
• 80% of competences are common
Teaching Consulting
VET-Schools
Work floor
www.vdab.be0800 30 700
TQM in VDAB
Examples of competence clusters of training specialistsOutcome of Competent-Sys-
Trainer Leonardo da VinciProject No 2003-B/03/B/F/PP-
144.340
T. Caravan, C. Hogan Making training & development work,
P. Mc Lagan 1996 Competence clusters for HRD-specialist
E. BiechTraining for dummies ASTD
1. Coaching learning and
development process
2. Coaching adults
3. The own field of study
4. Planning and organisation
5. Innovation and
development
6. Cooperation
1. Learning needs
analysis
2. Diagnostics
3. Subject expertise
4. Business/commercial
awareness
5. Developing and
delivering learning
solutions
6. Teamwork
1. Strategic advisor
2. Systems designer
and developer3. Organization
change consultant
4. Organization
design consultant
5. Learning program
specialist
6. Instructor/facilitator
7. Individual development
and career consultant8. Performance
consultant
9. Researcher
1. Training needs
analysis
2. Designing training
concepts/programmes
3.Planning
organising
delivering training
4. Inter professional
development
www.vdab.be0800 30 700
TQM in VDAB
Missionstatement
Jobprofile
Areas ofperformance
DesiredCompetences
Individualobjectives
Follow up Evaluation
EvaluationGapanalysis TTT
Performance management
Competence management
TRAINERS (MEN)
Adapted from ? Quintessence Consulting Belgium
www.vdab.be0800 30 700
TQM in VDAB
TRAINING METHODS→ An ideal method does not exist→ The challenge is to use the right method, at the right time, place, for the right trainee
→ Looking for the optimal method
Organisational competence = Trainer competence = development of methods, knowing when to useinstruments and processes which methods and
mastering them
www.vdab.be0800 30 700
TQM in VDAB
MOTHER NATURE (environment)
VDAB has ISO 14001 certificate
Environmental care management in CC:• Waste reduction• Energy reduction (gas oil and electricity)• Promotion of public transport for staff and trainees• Recycling material• Water reduction and saving• Reduction of the use of dangerous goods
www.vdab.be0800 30 700
TQM in VDAB
TRAINING MATERIAL + TRAINING MACHINES
Strong dependence on budget for investments, maintenance,replacementNevertheless focus on the expectations of the trainees
→ Develop material and machine policy and communicate to staff and clients→ Involve of trainers in decision making about training material (needs, nice-to-haves)→ Control the use of training material→ Maintenance: focus on performance and safety of machinery
www.vdab.be0800 30 700
TQM in VDAB
Elements of an integrated HR-model (Flemish Ministry)
www.vdab.be0800 30 700
TQM in VDAB
Leadership
behaviour related
Person -
Problem-solving bs
behaviour
competency
Value-bounds
To deal with information
Inte
rper
sona
l
beha
viou
r
Con
trol-related
beh
aviour
Personality
Cognitive
abilities
reli
abil
ity
Wor
kin
g to
geth
er
Cu
stomer
oriented
ness
Con
tinu
ous
imp
rovemen
t
Delegate
Give direction
Development of others
Listening
Persuasiveness
Ora
l
exp
ress
ion
sk
ills
Networking
Writing skills
Development of others
(coaching)
Assertiveness
360° Empathy
Didactic
skills O
rgan
izat
ion
invo
lvem
ent
Act
ing
To
dea
l w
ith
stre
ss f
acto
rs
Organ
ization
sensitivity
Creativity
Con
ceptu
al th
ink
ing
(vision)
Syn
thetical
thin
king
,g
(formation
of jud
gem
ent)
Analytical
thinking
(problem analysis)
Meticulousness
Fle
xib
le
beh
avio
ur
Dec
isiv
enes
s
Init
iati
ve
Progress control
Organize
Planning
Wheel of competence (from Quintessence Consulting – Belgium) used by the Flemish Government
www.vdab.be0800 30 700
TQM in VDAB
Q-labels in VDAB
• EFQM (K2B)• ISO 14001• ISO 9001 (car mechanic)• ISO 9001 (car body repair)• ISO 9001 (forklift drivers)• AutoCad Authorised training centre• International authorised training centre for Welding (IWF)• Sisco certified training centre
www.vdab.be0800 30 700
Costs of TQM
• Audit preparation & reports• Audits• Q-staff• Project costs to get a label• Operational costs of structural Q-measurement and reporting
ROI: in the next budget years
www.vdab.be0800 30 700
Lessons to be learned
• TQM starts at the top of the organisation• Use a Q-model (EFQM or other) as a mirror and starting point• To get a certificate = organisational dynamics of improvement• To keep a certificate = process of continuous improvement and maintenance of processes• To get a certificate for (sub) divisions of sub identities = focused boost on improvement of particular processes
www.vdab.be0800 30 700
Conclusions/suggestions
1) TTT must be integrated in a competence management system for trainers
2) Since VET-trainers work all over the EU a common Europeancompetence profile does exist. It (or a competence framework) should become a EU standard
3) Get a Q-certificate/labelThe process of getting and keeping, starting a culture ofpermanent improvement throughout the organisation
4) Go for a certificate for your competence managementsystem of trainers: Pressure to fill up the missing links
5) Do not overestimate your Q-budget but do not forget it!