Training for EQUASS Excellence auditors

Transcription

1 Training for EQUASS Excellence auditors Dates: 27, 28, 29 April 2011 Location Trainer: Hotel Tivoli Tejo Lisbon Guus van Beek (EQUASS Key Expert) Description: EQUASS Excellence auditors will receive training in the method of auditing to be followed through the whole EQUASS Excellence certification process. The training covers a summary of quality certifications, the fundamentals of the EQUASS Excellence system, a case study, calibration of performance, preparing the site visit, reporting the audit and the benchmarking of the results. Quality auditors that are qualified for auditing organisation according to the European Foundation for Quality Management (EFQM) (or a national equivalent) and/or ISO 9000 can be appointed as EQUASS Excellence auditors after the three-day training. Objectives 1. To understand the EQUASS Principles for Quality 2. To understand the EQUASS Excellence certification programme 3. To understand the 60 EQUASS Excellence criteria 4. To identify and understand the 4 phases in the EQUASS Excellence system: application, selfevaluation, assessment, feedback 5. To understand the EQUASS Excellence procedures for each phase 6. To understand the perspectives of the EQUASS Excellence assessment: approach, deployment and results 7. To understand the EQUASS Excellence scoring system and feedback on performance 8. To be able to fill the EQUASS Excellence assessors scoring book 9. To be able to identify consensus scoring based on individual scoring for the EQUASS Excellence self-evaluation form 10. To understand the goal and format for the Site Visit 11. To be able to give feedback for strengths and areas for improvement on applicants performance based on the EQUASS Excellence self-evaluation form

2 Methods 1. Presentation of information: a. EQUASS Excellence system b. Discussing the Principles for Quality and EQUASS Excellence criteria 2. EQUASS Excellence in Practice (case studies in small groups): a. Assessing parts of the State of organisational performance related to EQUASS Excellence criteria b. Feedback on performance by trainer c. Workshops Finding the consensus score and Feedback on performance. d. Scoring the EQUASS Excellence Self-Evaluation Form i. On Approach, deployment and results ii. On Strengths and Areas for Improvement 2

3 Programme 27 April :00 1. The European Perspective on Quality for SSGI 2. The EQUASS Approach on quality 3. The EQUASS Excellence certification programme Self-evaluation Application Criteria Procedures Lunch Case study: reviewing and scoring an EQUASS Excellence self-evaluation report Dinner 28 April Case study: reviewing and scoring an EQUASS Excellence self-evaluation report (continuation) Lunch Benchmarking & Bench learning Calibration of Assessment results 29 April Case study: Preparing the site visit Lunch Reporting the audit Evaluation 3

4 The role of the EQUASS Excellence auditors EQUASS Excellence auditors are involved in every stage of the application for Excellence in Social Services (EQUASS Excellence). The audit team is composed of two auditors, who scores independently the self-evaluation document. The team then reaches a consensus on an overall team score for the application. The same team of EQUASS Excellence auditors will visit the applicant s organisation. The purpose of the visit is to clarify aspects of the organisation and to ensure that the evidence presented in the application document and self-evaluation document matches with the real on-site situation. EQUASS Excellence auditors will receive training in the audit methodology and scoring to be followed through the whole EQUASS Excellence process. Background and skills The following describes expectations from those who are willing to act as an EQUASS Excellence auditor in the EQUASS Excellence audit process. A. Interpersonal skills Ability to: understand how others think and act understand group processes communicate effectively in written and spoken English handle conflict constructively give positive feedback convey integrated concepts and opinions quickly B. Operational skills Ability to: make a quick overview of complex situations and determine the underlying themes and issues translate management concepts into specific situation think in a "process" way take a high level overview assess, in a well balanced way, the scope and outcome of situations and facts 4

5 C. Knowledge and experience qualified for auditing organisation according to EFQM (or national equivalent) and/or ISO 9000 a career of at least five years in managerial and/or professional roles broad knowledge and experience of management ability to perform in a multi-cultural environment and meet tight time deadlines Previous and current EQUASS Excellence auditors include: experienced managers and executives members of academic institutions with appropriate experience in rehabilitation, quality management and business management. Tasks and expectations A. Time commitment - Training Three working days for the training. - Audit preparatory phase One working day to evaluate the self-evaluation form and one working day for a consensus/site visit planning meeting over the same cycle of audit. - Site Visit Two working days for the site visit. A half day for drafting the audit report. In total, EQUASS Excellence auditors must dedicate four working days to the whole auditing process. B. Costs EQUASS Excellence auditors are reimbursed for travel costs associated with consensus meetings and site visits and for their working days. For each audit a contract including all details will be drafted and signed by EQUASS and the auditor s organisation. 5

6 C. Nationality / Language The working language for the audit process and documents is English. However, the auditors team includes one person who is familiar with the cultural background and the language of the audited organisation, in order to ensure that its cultural specificities are fully understood. This linguistic and cultural aspect is one of the major criteria according to which the EQUASS builds a team for each audit. D. Confidentiality undertaking EQUASS Excellence auditors will be required to sign a confidentiality agreement (Code of Ethics). 6