Process Management in the Context of Total Quality Management - the Common Assessment Framework and the Relationship with ISO, Business Process Re-Engineering/Manangement and LEAN

Project Leaders

Description
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 a revised version in 2002, more than 2000 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. This CAF training will be based on the CAF 2006 version.

In the same period, different tools for managing the organisation’s key processes were discovered by public sector organisations. Techniques such as ISO, Business Process Re-engineering (BPR), Business Process Management (BPM) and Lean management are now being increasingly used. This training will discuss both approaches, compare their specific characteristics and consider the most appropriate way to use them. Should the CAF and process management be used in an integrated way or should they be used separately, each approach delivering the benefits it was designed for? In doing so, how can both approaches complement each other?

Cases from different countries will illustrate how the different tools (CAF, ISO, BPR/BPM and Lean) strengthen the performance of public sector organisations.

Objectives
By the end of the seminar, participants should have a clear understanding of

• the CAF 2006 quality model itself, the self-assessment process and the impact on the organisation;
• the techniques of process management (ISO, BPR/BPM, Lean) 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, participants will be better prepared to implement the CAF and process management (by ISO, BPR/BPM or Lean) in public sector organisations.

Method
The methodology used will be a mixture of presentations, specific case studies, experiences and interactive discussions in a combination of workshops and plenary sessions.

Target Group
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.).

Programme
The seminar will commence on Wednesday 1 December at 09.00 hrs and will finish with an evaluation of the seminar on Friday 3 December at 15.30 hrs.

Seminar venue
European Institute of Public Administration - Bordeaux Conference Room (1.16)
O.L. Vrouweplein 22, NL-6211 HE Maastricht,
Tel.: +31 (0)43 32 96 222, fax: +31(0)43 32 96 296

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, 3 lunches, 1dinner 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.

This applies to officials coming from the following EU Institutions: European Commission, European Parliament, Committee of the Regions, Council of the European Union, European Economic and Social Committee; and European Agencies: Translation Centre (CDT), European Centre for the Development of Vocational Training (Cedefop), Education, Audiovisual and Culture Executive Agency (EACEA), European Agency for Reconstruction (EAR), European Environment Agency (EEA), European Food Safety Agency (EFSA), European Monitoring Centre for Drugs and Drug Addiction (EMCDDA), European Medicines Agency (EMEA), European Railway Agency (ERA), European Training Foundation (ETF), European Union Agency for Fundamental Rights (FRA), Executive Agency for Competitiveness and Innovation (EACI), European Agency for Safety and Health at Work (OHSA). Other EU agencies not listed above may benefit from this discount through DG ADMIN, European Commission.

If you are eligible for a discount, please tick the box in the registration form. Please note that reductions cannot be accumulated. For more information, please visit EIPA’s website: www.eipa.eu (FAQ-special discounts).

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:

• Hotel Beaumont**** www.beaumont.nl € 101,85 p.p.p.n.
• Hotel Mabi**** www.hotelmabi.nl € 98,50 p.p.p.n.

These prices include 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. Should the hotel of your choice be fully booked, you will automatically be placed in the other hotel. 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 submit it by 8 November 2010. 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
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.

Cancellation policy
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).