The Common Assessment Framework (CAF) is a total quality management tool (TQM) based on the Excellence Model of the European Foundation for Quality Management and the model of the German University of Administrative Sciences in Speyer. It has been specifically designed for the development of TQM in public-sector organisations, starting with a self-assessment of their organisational performance. Since the launch of the first version in 2000 and the revised version in 2002, more than 1650 organisations in many European countries have implemented the CAF. Many lessons have been learned and have led to the third revised version, the CAF 2006. These CAF trainings will be based on the CAF 2006 version.
In the same period, the Balanced ScoreCard (BSC) was discovered by the public sector and adapted, and is now increasingly used. This training will discuss both tools, compare their specific characteristics and consider the most appropriate way to use them. Should the CAF and BSC be used in an integrated way or should they be used separately, each model delivering the benefits it was designed for? In doing so, how can both models complement each other? Cases from different countries will illustrate how both tools strengthen the performance of public-sector organisations.
Objectives of the seminar: At the end of the seminar the participants should have a clear understanding of
- the CAF 2006 quality model itself, the self-assessment process and the impact on the organisation;
- the Balanced ScoreCard as used in the public sector;
- the key points of difference in approach, process and benefits;
- their common features;
- how to implement them together.
As a result, the participants will be better prepared to implement the CAF and BSC in public-sector organisations.
The methodology used will be a mixture of presentations, specific case studies, experiences and interactive discussions in a combination of workshops and plenary sessions.
Profile of the participants: Trainers as well as quality and change managers involved in introducing quality management techniques and management tools in the public sector (ministries, agencies, regional and local administrations, education, police, health care, etc.).
Wednesday 17 June 2009
08.45 Arrival and registration
09.15 Welcome and introduction
Presentation of programme and speakers
Principles and objectives of the training
Patrick Staes, Seconded National Expert, EIPA CAF Resource Centre, Maastricht
(NL)
09.30 Introduction of the participants
Individual self-presentation by participants, including their interests and
expectations
Patrick Staes
Module 1: The Common Assessment Framework (CAF)
10.00 Introduction to the CAF
Brief overview of the CAF model: its origins, aims and targets, as well as its
structure, self-evaluation technique, and its implementation and results.
Patrick Staes
11.00 Coffee break
11.30 The CAF model in practice
Through a practical exercise in working groups, the structure and functioning of the
model will be exposed by defining its different sub-criteria.
12.30 Learning lessons about the CAF in plenary
Exchange of conclusions from the practical exercise by the working groups in a
plenary session so as to further develop insights into the model through discussion.
13.00 Lunch
14.30 Towards organisational improvement with the CAF
Ten steps to improve the organisation using CAF. The different steps are described
as starting with the decision to launch the model, carrying out a self-assessment and
implementing an action plan to improve the organisation.
Patrick Staes
Module 2: The Balanced Scorecard (BSC)
15.00 Using the Balanced Scorecard in the public sector
The general structure of the BSC will be presented and discussed. How can the BSC
be used in public-sector organisations, and what are the advantages, pitfalls and
shortcomings.
Nick Thijs, Lecturer, EIPA
15.45 Coffee break
16.15 Using the Balanced Scorecard in the Public sector
Case Study Presentation
17.45 End of the first day
Thursday 18 June 2009
09.00 The Balanced Scorecard: a strategic and/or operational management tool?
The possibilities of the BSC at managerial level will be presented and discussed.
Gavin Lawrie, Managing Director, 2GC Active Management (UK)
09.45 Use of the Balanced Scorecard: experiences from the field
How is the instrument used? In which context? What are success factors?
Gavin Lawrie, 2GC Active Management (UK)
10.30 Coffee break
11.00 The BSC: from performance measurement to performance management
Developing the BSC also means formulating targets and determining indicators. The
search for targets and appropriate indicators is the focus of performance
measurement and allows steering and managing the organisation.
Patrick Staes and Nick Thijs
12.00 The BSC in practice (Part 1)
Through a practical exercise in working groups, the structure and functioning of the
model will be exposed by defining the different performance indicators for a BSC.
13.00 Lunch
14.30 The BSC in practice (Part 2)
15.30 Coffee break
16.00 Learning lessons about the BSC in plenary
Exchange of conclusions from the practical exercise by the working groups in a
plenary session so as to further develop insights into the model through discussion.
17.00 End of the second day
19.30 Social dinner
Friday 19 June 2009
Module 3: Improve the performance of your organisation with the CAF and the BSC
09.00 Introduction
09.15 CAF & BSC: similarities, differences and common grounds
Discussions in working groups comparing the two models.
10.30 Coffee break
11.00 Drawing conclusions about the CAF and the BSC
12.00 Combining the conclusions
Cross-connecting the CAF and the BSC
Nick Thijs
13.00 Lunch
14.00 The missing link – The CAF and the BSC in the Bygholm Agricultural College
Lotte Ipsen, Head of Education, Bygholm Agricultural College (DK)
15.00 Improving organisations from a change management perspective
What should a large-scale improvement initiative focus on? What do the CAF and the
BSC have in common from a change management perspective and what is typical for
each of them in terms of communication, leadership, process control, etc.?
Tony Bass, seconded National Expert at EIPA (IE)
16.00 Overall conclusion and outlook
16.30 Evaluation and end of the seminar
Programme
The programme will commence on Wednesday 17 June at 09.15 hrs and will finish with an evaluation of the
seminar on Friday 19 June at 16.30 hrs.
Seminar venue
European Institute of Public Administration - Green Conference Room (1.45)
O.L. Vrouweplein 22, NL-6211 HE Maastricht, Tel.: +31.43.3296222, fax: +31.43.3296296
Working language
The seminar will be conducted in English. Simultaneous interpretation into French will be provided -
subject to a minimum number of participants requiring translation. Please indicate your language of
preference on the registration form.
Fee
The participation fee is € 990 and includes documentation, three lunches, one dinner and refreshments.
Accommodation and travel costs are at the expense of the participants or their administration.
EIPA offers its members a reduction of 10% of the registration fee. This reduction is available to all civil servants
working for one of EIPA’s member countries (i.e. AT, BE, BG, CY, CZ, DK, EE, FI, FR, DE, GR, HU, IE, IT, LT, LU,
MT, NL, PL, PT, ES, SE, UK). Officials of EU Institutions, bodies and Agencies which have signed a framework
contract under LOT 8 are entitled to a 20% discount. If you are eligible for a discount, please tick the box in the online
registration form. Please note that reductions cannot be accumulated. For more information, please visit EIPA’s
website: www.eipa.eu (FAQ-special discounts).
Organisations that subscribe at the beginning of the year to the entire CAF programme can send one participant to each
of the 4 trainings during the year. The organisation will benefit from a 20% reduction of the total price of € 3340, i.e. a
reduction of € 668. See: http://www.eipa.eu/en/pages/show/&tid=85 (Agenda 2009)
Hotel reservations
The European Institute of Public Administration will be pleased to make reservations for you at a hotel in
Maastricht. We have made a block booking at 2 hotels in Maastricht: Hotel Beaumont****
(www.beaumont.nl), at a rate of € 99,75 p.p.p.n. and Hotel Mabi**** (http://www.hotelmabi.nl/), at a rate of
€ 98,50 p.p.p.n. (both incl. breakfast and tourist tax).
Should you wish to make use of this possibility, please indicate the name of the hotel and the dates of arrival
and departure on the registration form. Payment is to be made directly and personally to the hotel on
checking out. Please note that if you register after the closing date, hotel reservations cannot be guaranteed.
Meals
The lunches will be served at the Institute’s restaurant and dinner will be at a restaurant in town. Should you
require a special menu (e.g. vegetarian, diabetic), please inform us so that this can be arranged.
Registration
Kindly complete the registration form and return it before 22 May 2009 to Ms Ann Stoffels, Programme
Organiser, EIPA, P.O. Box 1229, NL-6201 BE Maastricht, tel.: +31.43.3296317, fax: +31.43.3296296, email:
a.stoffels@eipa-nl.com. You can also submit the online registration form which can be found on
EIPA’s web site: http://www.eipa.eu. (training)
Your name and address will be part of EIPA's database for our mailing purpose only. If you do not want to be
included in our mailing database, please tick the box in the registration form.
Confirmation
Confirmation of registration will be forwarded, together with other relevant details, to participants on receipt
of the completed registration form, provided we have sufficient participants.
Payment and cancellation policy
Prior payment is a condition for participation. Please indicate the method of payment on the registration
form. In any case, the participant or his/her administration will receive an invoice for the payment of the
registration fee. For cancellations received in the two weeks prior to the seminar we will have to charge an
administration fee of € 150 unless a replacement participant is found.
EIPA reserves the right to cancel the seminar up to 2 weeks before the starting date. EIPA accepts no responsibility for any
costs incurred (travel, hotel, etc.). For EIPA's cancellation policy, please visit our website www.eipa.eu (legal notice).
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