Michael Crowley

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• Michael Crowley
• Business Excellence Executive

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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

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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

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Conference Theme

• Quality Vision Impossible
• or
• Unattainable Dream

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Quality!!!

• Quality Vision Impossible
• How about -
• Quality Possible
• Quality Achievable
• Quality Essential
• Quality Vital
• Quality The way forward

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How about!!!!

• Business Management System - Vision impossible
• Financial Management Vision impossible
• Value for Money Waste of Money
• Efficiency inefficient
• Effectiveness Ineffective

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If better is possible, then good is not enough!
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Quality is a fundamental aspect of all areas of
business and business management
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Quality Indicators must reflect across all key
areas of the businessbe measurabletime framed
allocate responsibilityreviewed and reported
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Question!!

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

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

• Expectations of
• Stakeholders
• Funders
• Users

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Indicators to verify Quality of Services

• Leadership /Governance
• Business Management
• Rights
• Ethics
• Customer focus
• Participation or Involvement
• Partnerships
• Results Financial Non Financial

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

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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

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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

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Quality may be considered by the Service Provider
as a task of compliance with National Standards
Service Level Agreements Contractual agreements
Services Provided
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Quality may be viewed as indicators of Best
Practice or indicators of Excellence in the
context of OrganisationFunctions /
DepartmentsServices Provided
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I am careful not to confuse excellence with
perfection. Excellence I can reach for
perfection is Gods business
Michael J Fox
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Excellent companies dont believe in excellence
only in constant improvement and constant change




Tom Peters
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You can legislate for complianceYou can not
legislate forexcellence!
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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

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Michael CrowleyBusiness Excellence
ExecutiveRehab GroupRoslyn ParkSandymountDubli
n 4IrelandTel. 00353879370697emailmichael.cro
wley_at_rehab.ie