1. Bernard Casier Member Quality Audit Cell The Flemish Quality Audit System Brussels, 26 th June 2012.

2. 10 program…. Flemish quality audit What? Why? How? ESF quality growth model ESF quality audits For whom? ESF Q assessment project social economy Extra & questions

3. What What Flemish quality audit system? = a tool for Q audits of Flemish enterprises accessing ESF funding EFQM based: organisation-wide self-developed Q growth model

4. Why Why quality management for the ESF actors? A Flemish policy decision Q as a selection criterion for ESF funding Q audits for: the assurance of minimum Q support for Q growth & more professionalism

5. How? How? ESF quality growth model ESF Q model with the 9 EFQM areas (or criteria). In each area 22 points of attention (subcriteria) Every point of attention is described in 5 quality levels which outline the phases to excellence. A next phase can only be reached when the previous phase is fully achieved!

6. ESF ESF Quality Growth Model Quality Growth Model

7. ESF Quality growth model: 22 points of attention 1. Mission statement, vision, values 2. Governance structure 3. Involvement of leader(s) with their employees 4. Strategic and operational goals 5. Operational plan 6. Personnel policy 7. Tasks and responsibilities/ competencies personnel 8. Follow up and enhancement of personnel performance 9. Training personnel 10. Strategic partnerships 11. Management of infrastructure, equipment and materials 12. Financial management 13. Identification and design of the key processes 14. Control of the key processes 15. Improvement and innovation of the key processes 16. Perception measurements customers 17. Performance indicators customers 18. Perception measurements employees 19. Performance indicators employees 20. Corporate Social Responsibility 21. Registrations, measurements and result evaluations 22. Follow up and appreciation by governance bodies

8. ESF Quality growth model: development stages Focus on activities (1) Process oriented (2) Integral involvement (3) Externally oriented (4) Excellence (5)

9. How? How? Flemish ESF Quality audit system Q-paper Audit on desk Self-evaluation Audit during 1 day in the organisation itself Audit report (+ ESF-label)

10. How? How? Q audit during 1 day in the organisation 2 assessors: minimum 1 contact per assessor Consensus score and overall (coaching) oral report at the end of the day Written report within 1 month Invites to guarantee the minimum Q & to pursue optimization of Q Integrates Q labels (e.g. ISO, BRC, IiP, R4E, …) - focus on aspects that have not been labelled.

11. For whom For whom Each organisation/company Profit & non-profit, public and private Large & small organizations /companies Conclusion: flexible in use for different organisations/companies

12. Social economy ESF quality assessment project Aim: increase & promote professionalization (minimum level 2 in 2016 = new decree on SE) 166 social economy organisations in 2 years SWOT inventory for the whole sector from a Q point of view => Q thematic sessions for the organisation Individual and group Q support by project partners Q recommendations for sector & policy-makers

13. Social economy ESF quality assessment project some first observations & conclusions Starters (level 1 & 2) versus experienced in (labeled) Q ( (2- 4) A lot of know how (focus people), not always shared Several Q points of attention (cfr audit model) need extra support, focus on strategy and process management Leadership support is needed Transition management (2016) is under consideration

14. AUDIT CELL ESF Flanders since 2001…. ESF QUALITY GROWTH MODEL SPECIFIC AUDIT METHOD ESF AUDIT INSTRUMENT ESF QUALITY LABEL Q-ICON THEMATIC NETWORK Q BENCHMARK

15. From ESF-label to… EFQM-labeling European anchoring: the ESF Q evaluation method is recognised as a self assessmenttool in the procedure for gaining a R4E-label (Recognised for Excellence) from EFQM (European Foundation of Quality Management)

16. Recognition in Flanders Audit instrument is used as a self assesmenttool for various inspections ESF label: admission ticket for tenders, Budget Economic Advice, … ESF Q model is the base for the implementation of a Q management system in social economy in Flanders (cfr project)

17. FEEDBACK AUDITEES A great leap forward! Increased focus on the strategic direction Attention to all aspects of business management Focus on competence-oriented personnel policy Satisfaction surveys as a valuable source for improvement Measurement and follow-up of the objectives Anchoring of internal processes and agreements

18. INFO ESF AUDIT CELL Website: www.esf-agentschap.bewww.esf-agentschap.be CONTACT Erik Conings erik.conings@esf.vlaanderen.be 0032 476 668770