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Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care.

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Presentation on theme: "Michael Crowley Business Excellence Executive. Rehab Group Overview Not for Profit Organisation Divisions –5 Divisions Services –Health & Social Care."— Presentation transcript:

1 Michael Crowley Business Excellence Executive

2 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

3 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

4 Conference Theme Quality – Vision Impossible or Unattainable Dream

5 Quality!!! Quality – Vision Impossible How about - Quality – Possible Quality – Achievable Quality – Essential Quality – Vital Quality – The way forward

6 How about!!!! Business Management System - Vision impossible Financial Management – Vision impossible Value for Money – Waste of Money Efficiency – inefficient Effectiveness – Ineffective

7 If better is possible, then good is not enough!

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

9 Quality Indicators must : reflect across all key areas of the business be measurable time framed allocate responsibility reviewed and reported

10 Question!! Do Service Providers manage / determine how their Services operate!! Do Service Providers want to be instructed how their Services operate!!

11 Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

12 Service Providers Perspective Expectations of : –Stakeholders –Funders –Users

13 Indicators to verify Quality of Services Leadership /Governance Business Management Rights Ethics Customer focus Participation or Involvement Partnerships Results – Financial & Non Financial

14 Management is doing things right; leadership is doing the right things. Peter F. Drucker

15 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

16 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

17 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

18 Quality may be considered by the Service Provider as a task of compliance with National Standards Service Level Agreements Contractual agreements Services Provided

19 Quality may be viewed as indicators of Best Practice or indicators of Excellence in the context of : Organisation Functions / Departments Services Provided

20 I am careful not to confuse excellence with perfection. Excellence I can reach for; perfection is Gods business Michael J Fox

21 Excellent companies dont believe in excellence – only in constant improvement and constant change Tom Peters

22 You can legislate for compliance… You can not legislate for excellence!

23 Final thought! To maintain excellence you must: Care more than others think is wise Risk more than others think is safe Dream more than others think is practical Author unknown

24 Michael Crowley Business Excellence Executive Rehab Group Roslyn Park Sandymount Dublin 4 Ireland Tel


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