1. The ‘Results Culture’ in the Public Sector – An Overview Mr John Compton Chief Executive Down Lisburn Trust

2. Using the EFQM Excellence Model to Focus on Results – the Down Lisburn Trust Journey Mr John Simpson Director of Planning & Performance Down Lisburn Trust

3. “Every system is perfectly designed to deliver the results it gets” “Insanity: doing the same thing over and over again and expecting different results” Einstein

4. The Quality Triangle Model Customers Processes People Charter Mark ISO 9000 Investors In People

5. The European Excellence Model Achieves Driving Through Leading Ultimately to Excellence in... Leadership Processes Business Results People Management Partnerships & Resources People Results Customer Results Society Results Policy & Strategy

6. Down Lisburn Trust Journey ORGANISATIONAL SELF ASSESSMENT:- 1998 -- (300-350 pts) --- No site visit 2000 -- (350-400 pts) --- Gold Award 2001 -- (450-500 pts) --- Mark of Excellence 2003 -- (500-550 pts) --- Northern Ireland Quality Award.

8. Driving the Change Commitment Ownership Involvement Project Sponsor - Senior Management Team Project Team- 30 Senior Managers - 250 Services

9. EntryAssessmentInterventionReview Exit Post Exit Universal Service Delivery Model

10. Creates Commonality Enables Target Setting Establishes Measures

11. Targets Imperatives Internal Targets:Identify Agree Prioritize

12. Processes Universal Service Delivery Model ISO 9001 (Quality Management System)

13. Leadership Managing the Delivery of our Services & Other Processes Managing the Delivery of our Services & Other Processes Achieving all that we planned or needed to achieve Achieving all that we planned or needed to achieve Managing Staff Policy & Planning our Services Policy & Planning our Services Managing Resources & Partnerships Managing Resources & Partnerships Satisfying our Staff Satisfying our Staff Satisfying all our Patients Clients or Customers Satisfying all our Patients Clients or Customers Satisfying the Local Community Satisfying the Local Community EFQM Excellence Model

14. Internal External Targets Universal Service Delivery Model ISO 9001 Processes Risk Register Controls Assurance Framework Corporate Strategic Objectives Individual Performance Targets Strategy Down Lisburn Trust Process

15. Benefits IntegrityActions Connectivity Systemic (“Infected with the virus of Quality”) FocusCommonality Comparability Co-ordination Structure Targets Measures ControlSeizing the future Innovation Prepared openness (Serendipity – opportunism)