1. Session 3: Learning by using CAF several times - Municipality of Salzburg

2. Learning by using CAF several times Presentation according to the CAF criteria Leadership Strategy and Planning Human Resources Management External Partnerships and Resources Process and Change Management Customer/Citizen- Oriented Results People (Staff) Results Impact on Society Key Performance Results

3. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 2: Strategy and Planning Develop, review and update strategy and planning annual quality plan annual evaluation of target commitments with stakehoder representatives agreement on target commitments in co-operation with staff members (top down and bottom up) develop and implement system of key indicators

4. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 2: Strategy and Planning The Annual Quality Plan Structured according to CAF focus areas Objectives per focus area Each objective Assignment Stakeholder Measures Evaluation Priorisation per objective Follow-up based on audits

5. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 2: Strategy and Planning Implement strategy and planning in the whole organisation Benchmarking and benchlearnig – use all available possibilities Annual application of CAF by project team Internal audit by municipal management External audit by certification institute

6. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 2: Strategy and Planning Implement strategy and planning in the whole organisation Closed (quality) management cycle Audit results are objectives in the next year‘s quality plan

7. Session 3: Learning by using CAF several times - Municipality of Salzburg Closed Management Cycle – PDCA - Cycle

8. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 6: Customer / Citizen-Orientated Results How do we maximize utility of the results of our customer satisfaction measurements?

9. Session 3: Learning by using CAF several times - Municipality of Salzburg Internal questionnaire in Turkish

10. Session 3: Learning by using CAF several times - Municipality of Salzburg customer/citizen satisfaction Qualitative customer survey Key representatives Internal survey External survey

11. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 6: Customer / Citizen-Orientated Results The Qualitative Customer Survey Comprehensive interview by external assesor using predefined methods and evaluation with interpreter if needed

12. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 6: Customer / Citizen-Orientated Results Benchmarking – we compare ourselves to, and learn from internal customer surveys customer surveys in other cities CAF network - 2003 comparison with a Slovenian administration

13. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 9: Key Performance Results Have we achieved our goals? Staff satisfaction and customer satisfaction Staff Customer

14. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 9: Key Performance Results Have we achieved our goals? Staff satisfaction and customer satisfaction less than one hour Instead of up to eight weeks: less than one hour from € 71 to € 54 Cost per case have been reduced from € 71 to € 54

15. Session 3: Learning by using CAF several times - Municipality of Salzburg Criterion 9: Key Performance Results Have we achieved our goals? Positive perception in practically all media and a non-issue in day-to-day politics or in recent elections Evaluation and benchmarking of the model by international universities - Salzburg University Hannover University Cottbus Universitiy of Technology

16. Session 3: Learning by using CAF several times - Municipality of Salzburg Summary What have we learned from the repeated application of CAF? CAF is suitable for newcomer and advanced quality managers Creation of quality awareness and developing a culture of permanent improvement Realistic plan for annual improvements Rigorous application of the PDCA cycle to achieve a management model that meets the requirements of TQM, ISO,...