Towards Total Quality Management with the Common Assessment Framework (CAF)
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.
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 publicsector 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 2,000 organisations in many European countries and EU Institutions 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.
At the end of the training, the participants should have a clear understanding of:
- The place of the CAF within the different models used for TQM in the public sector;
- the CAF 2006 quality model itself, the scoring system and the self-assessment process;
- how to implement the CAF 2006;
- how to prioritize improvement actions on a short, medium and long-term basis;
- A better insight in specific elements of leadership, strategy and performance;
- citizen/customer satisfaction management.
The training is in particular meant for those who are responsible for quality development in their administration and those who want to introduce quality development in their part of the administration
Patrick STAES (BE) is head of the European CAF Resource Centre at EIPA. As Belgian National secondee at EIPA he has more than 25 years of experience in public administration as a civil servant (the ministry of justice, science and public administration respectively, in the latter one he acts as advisory-general on organisational improvement issues for the Belgian federal government). Since the end of the ’90 he was national CAF correspondent for Belgium and since 2004, he is in charge of the CAF Resource Centre at EIPA. As head of the CAF Resource Centre, Patrick is responsible for the spread, the conceptual development and topical evolution of the CAF. The ast years the number of CAF users is growing and more and more member states show interest. As head of the CAF Resource centre Patrick chairs the network of national CAF Correspondents as part of the IPSG group in EUPAN. Together with the CAF team in EIPA, he carries out research on CAF, publishes a number of articles on public sector quality management, gives numerous speeches and trainings on CAF and supports a number of organisations
in applying the CAF.
Nick THIJS (BE) is lecturer at EIPA. He holds a master in public administration and management (K.U.Leuven-Belgium). After carrying out and coordinating research projects on public sector management at the Public Management Institute (K.U.Leuven), he is responsible at EIPA for research, training and consulting activities focussed on public sector quality management in European member states and candidate member states. As member of the European CAF Resource Centre, he was co-project leader for training programmes on the Common Assessment Framework, the Balanced Scorecard, customer satisfaction management in public sector organisations and on process management in EIPA Maastricht headquarters and in different European member states. Nick has supported many public sector organisations in the process of installing total quality management (amongst which Europol, Eurostat, different DG’s of the European Commission). He acts as EIPA representative in the Innovative Public Sector Group (IPSG) of EUPAN and chairs the learning team on citizen/customer satisfaction management of the EUPAN network.