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Excellence now ISSUE 17 JULY 2016

Making excellence a national characteristic of Scotland

West Lothian Council overall winners of the Scottish Awards for Business Excellence 2016 page 5

The Value of Awards – Why the process of entering is just as valuable as the award itself

Sustainability – EICC share how they are successfully creating a sustainable future

CeeD and Quality Scotland – Working together to deliver business improvement for members

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Inside this issue Page 22 ExCeeDing expectations – delivering exceptional business improvement

On the cover: West Lothian Council – the overall winners at our 25th Anniversary Scottish Awards for Business Excellence.

Page 3 Welcome

CeeD and Quality Scotland - Working together to enable business excellence for members

Claire Ford, Chief Executive Officer

Page 24 Quality Scotland Networks Updates

Page 4 Quality Scotland Membership Find out how Quality Scotland membership can benefit your organisation.

The latest updates from the Private, Public, Voluntary and Housing Association Networks.

Page 5-15 Scottish Awards for Business Excellence 2016

Page 26 Events and Webinars

Details of our 25th Anniversary awards ceremony, including all our award winners.

Why the process of entering an award is just as valuable as the award itself.

An overview of all the EQUIP products, including the newly launched EQUIP Advanced and details on how to access to a trial version.

An insight into the initiatives that support EICC’s successful sustainability programme.

Page 20 Quality Scotland’s Customer Survey Results 2016

Lord MacFarlane of Bearsden appointed President of Quality Scotland

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Quality Scotland formed Alan Devereux becomes Chairman

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Excellence Now is the copyright of Quality Scotland. All rights reserved. Reproduction in whole or in part by any means without written permission of Quality Scotland is not permitted. The publisher accepts no responsibility for errors or omissions and the editor’s decision is final. ©2016 Quality Scotland Images ©Shutterstock

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1999

Scottish Awards for Business Excellence launched – winners OKI (UK) Ltd and Blue Circle Cement

Sir Andrew Cubie becomes Chairman

Self-assessment model developed

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Quality Scotland initiates strategic direction for medium and long-term objectives

David Justice becomes Chief Executive

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Designed by: Two7 Design www.two7design.co.uk

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Published by: Quality Scotland 28 Drumsheugh Gardens Edinburgh EH3 7RN

Editorial Team: Elaine Sneddon elaine.sneddon@qualityscotland.co.uk Joanna Kemp joanna.kemp@qualityscotland.co.uk

Page 28 EQUIP for excellence

Page 18 EICC – creating a sustainable future

Quality Scotland is a membership-based charity that promotes Business Excellence across Scotland in the private, public and third sectors with the aim of making excellence a national characteristic of Scotland. Quality Scotland is the National Partner Organisation for EFQM (European Foundation of Quality Management) in Scotland. EFQM is the most widely used business improvement framework in Europe.

t: 0131 225 5765 info@qualityscotland.co.uk, qualityscotland.co.uk

Page 27 Learning, Training and Development Diary

Page 16 Is there still a value to Awards?

Editorial Excellence Now is the magazine of Quality Scotland, published three times a year to promote business excellence in Scotland.

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Sir John Ward becomes Chairman

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Scottish Awards for Business Excellence held at Edinburgh’s Royal Highland Centre, Ingliston

Craig Brown, the Scotland Football Manager presents the Scottish Awards for Business Excellence

European Quality Award Conference held at the Edinburgh International Conference Centre

Winners were: Inland Revenue Accounts, Cumbernauld; TSB Homeloans, Glasgow; Vesuvius, Newmilns

Business Excellence magazine launched


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Claire Ford, CEO Quality Scotland

hat better way to start your summer than to recognise over 50 organisations across Scotland at a European level! If you weren’t able to join us for our 25th Anniversary Awards ceremony on 23rd June at the EICC you truly missed an inspirational day. I am proud of Quality Scotland every day and of the work and passion that surrounds our drive for excellence, but our annual awards is always a very special occasion and this year was our biggest ever. We were joined by representatives from the EFQM and the ceremony included a video message from Baldrige supporting the work of Quality Scotland. We look forward to building on this connection in the coming months, enabling us to connect you with excellence across the world. If you weren’t there to join us I hope that you will feel inspired by this issue of Excellence Now and I look forward to seeing many of you at events in the coming months, showcasing our winners and most importantly encouraging organisations across Scotland from all sizes and sectors to be inspired to be on the stage next year. Knowing the hard work and dedication of our members in embedding excellence in their organisations over the years makes it a true privilege that Quality Scotland can award them with a highly sought after award and help their organisation stand out from the crowd for all the right reasons. As we know, effective Leadership is often quoted as key to the success or otherwise of an organisation and we explored this theme at our recent Leadership and Quality Conference, one of our 25th Anniversary events, where the 100 strong audience heard from speakers from Scotland and across Europe on what it means to Lead with Vision, Inspiration, and Integrity.

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Gateway (electronic selfassessment tool) is launched

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Those of us involved in driving business excellence within our organisations know how difficult it can sometimes be to change the culture of an organisation to enable business excellence to flourish and permeate across every aspect. Within our award winners this leadership commitment has enabled them to succeed and continue to improve, in what for many are challenging times. Some recent research in the Harvard Business Review looked at the 4 key elements of embedding a quality culture and it is not surprising that “Leadership Emphasis” was quoted as one of the most important. Disappointingly, almost half of employees surveyed reported insufficient leadership emphasis on quality. If leaders don’t champion organisational improvement and drive activities forward their message will lose credibility and the crucial aspect of getting staff buy-in and involvement will be all but lost. With our vision to “Make Excellence a National Characteristic of Scotland” this needs to be driven by Scotland’s leaders, Leading with Vision, Inspiration and Integrity, inspiring and involving our people and championing the values of excellence. The great success of our 25th Anniversary events is shown in the quotes over the page. This programme will continue in November as we look forward to celebrating World Quality Week with a range of partners to showcase business excellence. Keep an eye on our website www. qualityscotland.co.uk for further information and how you can become involved. Why not plan something in your own organisation or get in touch with us to find out how you can become involved. Let’s use this opportunity to inspire organisations across Scotland and beyond.

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Mike Marron becomes second QS Chief Executive

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QS Graduate initiative

The Annual Voluntary Sector Network (VSN) Conference is born

Dave Bradley appointed Chief Operating Officer

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Public Service Improvement Framework (PSIF) launched

Internet self-assessment takes off

@qualityscotland

Quality Scotland

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We are now half way through our 25th Anniversary year and the events held so far have been a huge success. We are now planning our Learning Journeys and World Quality Week events for August to December. Keep an eye on our website for details.

Quality Scotland Membership Becoming a member of Quality Scotland is a cost-effective approach to your business improvement journey and provides a range of benefits. Including Account Management, discounted rates for training and events, networking opportunities and access to the most widely used Business Excellence Framework in Europe.

‘Adding Value for Customers’, RBS, 10th February 2016:

“Further confirmation that process improvement tools/techniques can be used effectively to transform organisational cultures from the bottom up.” Rory Gaffney, Cairn HA

‘Managing with Agility’ – a Lean workshop, 1st March 2016

“Hearing from organisations who have used Lean Six Sigma in their working processes and understanding some of the tools they have used.”

Accredited Training Tailored support and guidance

Expert facilitators

Process mapping

Successfully working across all sectors

Promotional opportunities

Online self-assessment tools

European recognition

Webinars

Building capacity in Scotland’s organisations Networking opportunities

Mentoring programme

Benchmarking opportunities

Home of the European Foundation for Quality Management in Scotland

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“I benefitted from meeting people from around the world who have either gone through a similar journey to us or are currently going through that journey.” David Harkins, Scottish Autism

Events

Lean Six Sigma

‘Quality and Leadership – a European Conference’, 26th April 2016

Balanced scorecard

Vision of excellence

Connecting you with Global Business Excellence

Julie Rutherford, Penumbra

Bespoke training

‘Creating a Sustainable Future’, EICC, 3rd May 2016:

Members' Area of Website Strategy development

“Inspiring presentation from EICC” Shaun Hunter, NHS Health Scotland

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Quality Scotland Foundation granted Charity status

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Excellence Now Magazine launched Record number of C2E recognitions

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A new version of the EFQM Excellence Model launched

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2015

IOD join Quality Scotland Board

Public Sector Network launched

Quality Scotland invited to join EFQM Partners Council

Equip on-line self-assessment package launched

EFQM model 2013 launched

20th Anniversary

Ambassador Award introduced at Scottish Awards for Business Excellence at the EICC

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Quality Matters Programme supporting Voluntary Action in conjunction with SCVO successfully completed Quality Scotland sponsored the organisational excellence award at the Young Enterprise Scotland Awards

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New CEO, Claire Ford appointed

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Quality Scotland moved to new premises and launched Training Academy

Parliamentary Reception addressed by John Swinney launched 25th Anniversary events programme

Attained Big Lottery funding of Third Sector Interface (TSI) Making Quality Count Programme in partnership with VAS

Private Sector Network launched Successfully achieved Committed to Excellence Assessment and Investors in People reassessment Your Place join Quality Scotland Board

25th Anniversary

European Leadership Conference held in Glasgow Largest number of award entries received for Scottish Awards for Business Excellence


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The Scottish Awards for Business Excellence has grown year on year and Quality Scotland are thrilled that the 25th Anniversary was our biggest yet! Over 300 people helped celebrate Scottish organisations’ achievements in the fantastic Edinburgh International Conference Centre – one of Quality Scotland’s first member organisations.

@qualityscotland

Quality Scotland

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his year we recognised organisations from across all sectors that demonstrated the principles of excellence, assessed against the European Foundation for Quality Management’s (EFQM) objective measures of world class performance. We are proud of all our winners and were delighted to announce West Lothian Council as our 2016 Scottish Award for Business Excellence winner. Sir Andrew Cubie, Chairman of Quality Scotland, opened the day welcoming everyone to the Awards, especially those attending from Quality Scotland’s founding organisations. While delighted to be opening the proceedings for the 25th Anniversary Awards, it was bittersweet as Sir Andrew confirmed he will be stepping down as Quality Scotland Chairman. He then handed over to his daughter Cat Cubie, TV presenter and writer, who hosted the Awards for the third year running. Before everyone tucked into the sustainably sourced and prepared lunch, Committed to Excellence Project Validation and Assessment award winners were presented their achievements on stage. This year there were an astonishing 35 Project Validation and six Assessment organisations. 6

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Following lunch, Quality Scotland’s new contact from across the pond, the Baldrige Foundation, wished everyone a successful day and highlighted the common elements their own excellence framework shares with the EFQM Excellence Model. Quality Scotland looks forward to sharing what works with the Baldrige Foundation and passing on this learning to our member organisations. In addition to the regular Quality Scotland Ambassador, Committed to Excellence and Recognised for Excellence awards, a new category was introduced! The Good Practice Awards, centred around the EFQM Excellence Model’s Fundamental Concepts, were awarded for the first time to the deserving Recognised for Excellence winning organisations. Another first at this Awards was the fundraising raffle in aid of Social Bite. Social Bite’s co-founder, Josh Littlejohn, spoke candidly about his journey to become an entrepreneur and the development of the Social Bite idea. Josh’s comments about being able to make an impact and change the world around you resonated with many of the people at the Awards – be prepared for new social enterprises potentially popping up all around Scotland!

The Scottish Awards for Business Excellence show the level of strength that Scotland has in Business Excellence as measured against the EFQM Excellence Model and the recognition that as a country we desire to be the best we can be. We were privileged to welcome EFQM’s Director, Partners & Representative Offices, Gianluca Mulé, who presented each of the Recognised for Excellence winners with their awards. He had a big job as there were more than double the number of Recognised for Excellence Award organisations compared to last year’s event. The ceremony culminated with the presentation of the Scottish Award for Business Excellence 2016 to the 5 Star winner, West Lothian Council. To add to the celebrations on the day, we were especially thankful to our sponsors; the Wheatley Group (Platinum), Catalyst Consulting, Impact Generation, and ScotRail (Bronze) as well as our other respected sponsors namely, Anna Isola Crolla and Diageo. If you would like to see some of our delegates’ photos and hear their thoughts on the Awards, please search for us on Twitter @qualityscotland using #SABE16


“We are delighted to have been recognised with these three prestigious awards. West Lothian Council is committed to providing excellent quality services which are designed to meet the needs of our local communities. The commitment flows throughout our organisation and is underpinned by our fantastic employees.” Graham Hope, Chief Executive, West Lothian Council

Committed to Excellence Project Validation

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his year Quality Scotland launched a new Award based on the EFQM Excellence Model’s Fundamental Concepts to recognise organisations that excel in one of these areas. The Fundamental Concepts of Excellence outline the foundation for achieving sustainable excellence in any organisation and are used to describe the attributes of an excellent organisation’s culture. Quality Scotland’s new Awards, called the Good Practice Awards, are exclusive to our Recognised for Excellence organisations. A Good Practice Award is only awarded when an organisation can show the Assessment Team that they demonstrate that Fundamental Concept to a certain level of excellence. The Good Practice Awards were partnered with organisations that are recognised examples of each Fundamental Concept. A representative from each partner organisation presented the Award and they are as follows:

QS Good Practice Award Partners Adding Value for Customers Kerry Antoniak, The Wise Group

Leading with Vision, Inspiration & Integrity Katherine McCudden, Institute of Directors

Creating a Sustainable Future Marshall Dallas, Edinburgh international Conference Centre

Managing with Agility Anne Ross, Highlands and Islands Enterprise

Developing Organisational Capability Claire Ford, Quality Scotland

Succeeding through the Talent of People Peter Russian, Investors in People

Harnessing Creativity & Innovation Scott Sinclair, Centre for Engineering Education and Development

Sustaining Outstanding Results Nick Shields, SMAS

@qualityscotland

Quality Scotland

This year our Committed to Excellence winners come from a broad range of organisations which demonstrates the flexibility of both the EFQM Excellence Model and the C2E process. In addition, many of these organisations have come through the Big Lottery funded Third Sector Interface programme and REVOLVE accreditation programme with Zero Waste Scotland. All of these organisations reached the level of C2E through different routes using different methods of self-assessment, but all were able to demonstrate to the validation team that continuous improvement was happening in line with the principles of the EFQM Excellence Model. Through their improvement projects these organisations have made great achievements in areas such as improved customer engagement, marketing, internal communications and consultation processes.

“Enjoyed the diversity of organisations involved.” Danny Harvie, ELCAP

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“I find the whole experience particularly valuable. It is a great way to get experience outside of your own organisation and also your own sector of work. You get the opportunity to work with other like-minded people and also to learn from them.�

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“The speeches by Josh Littlejohn and Clare Ford were inspiring.” Lesley Quinn, City Building 14

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“As always the event was excellent – slick, professional, thought-provoking and inspiring. The Wise Group were delighted to be invited to attend the ceremony and present an award to an organisation that achieves added value for customers.” 16

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West Lothian Council Scottish Award for Business Excellence 2016 winner. Committed to Excellence Assessment

Recognised for Excellence

This recognition level, launched in 2014, was designed to be a bridge between the traditional Committed to Excellence Project Validation and Recognised for Excellence. The success of this level can be seen by the year on year increase in organisations taking this step in recognition. As part of this recognition scheme organisations complete a short submission document which includes basic information about the organisation and an Enabler Map describing some of the key approaches within the organisation. Following this, a team of Quality Scotland EFQM Assessors conduct a one day assessment visit, comprising of interviews on 6 key themes. The organisation’s performance is then scored using the RADAR methodology and if successful they are awarded C2E 2 star. They also receive a detailed feedback report which analyses their performance against the nine criteria of the EFQM Excellence Model. This process gives organisations a holistic assessment of their approach to continuous improvement and can be used to inform future activities in their Excellence Journey.

Recognised for Excellence (R4E) is a level of excellence designed largely for organisations that are “on the way” to excellence. It is a recognition scheme acknowledged internationally for organisations that demonstrate high levels of performance against the nine criteria of the model. The main benefit of the process for the organisation applying is that it allows them to identify areas of strength and pinpoint where there is room for improvement, based on feedback from a group of experienced and trained EFQM Assessors. Organisations can apply for Recognised for Excellence directly or may wish to follow the Levels of Excellence process, starting at Committed to Excellence Validation and then moving on to Committed to Excellence Assessment before going for Recognised for Excellence. Organisations apply for Recognised for Excellence using the R4E Enabler Map Approach and are then assessed and scored by an Assessment team against the EFQM Excellence Model.

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If the organisation achieves over 300 points it is awarded either 3-star, 4-star or 5-star based on its performance. The organisation who achieves 5-star and the highest points is recognised as the Winner of the Scottish Award for Business Excellence.

“Thought it was an exceptional event and one which all of our guests thoroughly enjoyed and Josh Littlejohn’s keynote speech was truly inspirational.” Ralph Harkess, CeeD


Josh Littlejohn and Social Bite Raffle

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Hilary Bennison, Cornerstone QS Ambassador Award

Our guest speaker at this years’ Awards was Josh Littlejohn, co-founder of Social Bite – a growing chain of Scottish sandwich shops which operate as a social business, where 100% of profits are donated to good causes and 1 in 4 employees are former homeless people. At Quality Scotland, we use Social Bite as the caterer for our meetings and training events and lunch is always well received by our delegates. This, as well as the company’s focus on social responsibility, drew us to approach Josh as our speaker. To thank both Josh and Social Bite, we organised a raffle fundraiser and received some incredible donations for prizes, including a photography experience with Venture worth £500 and a range of activities at the Kibble Experience, a QS member organisation. Our fundraising was inspired by the Suspended Meal initiative, where a £5 donation buys a hot meal for a homeless person. Social Bite have approximately 30 homeless people per

Recognised for Excellence 3 Star

Award Winners List 2016 Committed to Excellence Project Validation 1 Star Blythswood Care 1 The Brothers of Charity Services (Scotland) 2 Changeworks 3 Clyde Gateway 4 CVS Falkirk and District 5 Edinburgh Furniture Initiative NP Eildon Housing Association Ltd 6 Emmaus Glasgow 7 Engage Renfrewshire 8 Everything Baby Highland NP Furniture Plus 9 Fyne Futures 10 Glasgow Bike Station 11 Glasgow Wood Recycling 12 Hebridean Housing Partnership Ltd NP Highland Third Sector Interface 13 Home from Home (Scotland) Ltd NP i:lead limited 14 Instant Neighbour NP LAMH Recycle 15 Merry-Go-Round 16 Moray Waste Busters Limited NP North East Autism Society 17

shop who visit daily in order to benefit from this scheme. By participating in the raffle, our delegates were given the opportunity to support this project, with the chance to win a prize as an extra bonus. We’re proud to announce that Quality Scotland and all of our delegates raised enough money to provide 373 meals for people affected by homelessness. We’d like to thank the organisations who very kindly donated prizes, as well as everyone who participated in contributing to this worthy cause.

RAMH (Lifeskills Project) NP Recycle Mobility Centre 18 RE-JIG Recycle- Jura/Islay Group NP SACRO 19 Scottish Council on Deafness NP SHAX NP Simon Community Scotland 20 Spruce Carpets 21 Tayside Re-Users NP Transform Dundee NP Voluntary Action Orkney 22 Voluntary Action Shetland 23

Committed to Excellence Assessment 2 Star Dunbritton Housing Association Ltd 24 The Mungo Foundation 25 Trust Housing Association 26 West Lothian Health and Social Care Partnership 27 West Lothian Housing Partnership 28 Xcite (West Lothian Leisure) 29

Cube Housing Association 30 ELCAP 31 NHS Health Scotland 32 YPeople 33

4 Star City Building Loretto Care Port of Leith Housing Association Sense Scotland

5 Star West Lothian Council

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QS Ambassador Award Hilary Bennison, Cornerstone

Adding Value for Customers Loretto Care Creating a Sustainable Future City Building Harnessing Creativity and Innovation Port of Leith Housing Association Leading with Vision, Inspiration & Integrity West Lothian Council

West Lothian Council @qualityscotland

Quality Scotland

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Vote of Thanks Assessor 2016 Quality Scotland would like to extend a big Thank You to all Assessors and Lead Assessors who participated in the 2016 Assessment Teams. We are particularly appreciative of the amount of time, effort and expertise that each Assessor dedicated to this year’s assessment process and the level of professionalism shown. We also want to acknowledge and thank their organisations for supporting their staff in this fantastic development opportunity. Lead Assessors Robin Kathryn Heather Kevin Matt Irene Fiona Janet George

Bulmer Bryce Carnochan Colclough Fisher Johnston Liddle Robertson Wilson

Friends of QSF North Ayrshire Council Dumfries & Galloway Council Highland Council The Business Excellence Institute Skills Development Scotland Quality Scotland Quality Scotland Centre for Competitiveness

Aitken Aitken Bailey Barr

West Lothian Health and Social Care Partnership Your Place Highland Council Friend of Quality Scotland Foundation

Assessors Lesley Vicky Lorna James

Assessors (continued) Dinah Anne Marie Michael Kelly Neil Myra Esther Jim Lorraine Bernard David Ann Lauren Ruth Susan Jack Alison Carole Liz Gillian Michelle Jamie Fiona Eppie Ciara Leahan Anne Rachel Alan

Bourne NHS National Services Scotland Brown Craigdale Housing Association Byers East Ayrshire Council Cunningham ELCAP Ferguson Trust Housing Association Forsyth Midlothian Council Gibson North Ayrshire Council Gorman Scottish Autism Gray Scottish Social Services Council Harkin Scottish Manufacturing Advisory Service (SMAS) Harkins Scottish Autism Hunter Volunteer Centre East Ayrshire Irvine Quality Scotland Latusek Voluntary Action Scotland Mackie Your Place Marshall Open Secret McAllister North Ayrshire Council Mulholland Skills Development Scotland Oswald MacKinnon Glasgow City Council Reid Scottish Manufacturing Advisory Service (SMAS) Rush Your Place Sansom Scottish Manufacturing Advisory Service (SMAS) Scott Dunedin Canmore Housing Ltd Sprung Dawson Third Sector, Dumfries & Galloway Sutherland Quality Scotland Thomson West Lothian Council Todd North Ayrshire Council Webb Scottish Autism Whittaker Friend of Quality Scotland Foundation

“I see this as a privilege and an honour to be allowed to really get into the heartbeat of an organisation. The organisation was fantastic and I could only describe my experience as truly inspirational, meeting such enthusiastic and dedicated staff.” Assessor

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Is there still a value to Awards? I

t is an interesting phenomenon, the Business Award. Having just celebrated our 25th Anniversary Scottish Awards for Business Excellence with a room of over 300 people, I am still buzzing from the energy that surrounded all our winners. As an organisation which works with all sectors across Scotland to facilitate their journey towards excellence, we see many different styles and thought processes around awards and indeed on our stage we presented awards to a true breadth of organisations. For many organisations it isn’t so much about the award itself, but rather the process they go through to achieve the award, at whatever level. Others like to have the award as an external verification of their efforts to make themselves a better organisation. Still others view the award as an accolade which gives them an advantage during any bidding process over businesses who do not have such an accredited and widely sought after award. All three types of motivation are perfectly commendable and all three imply

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an organisation that is concerned about how it performs, and how people outside the organisation think it performs. Many organisations, particularly those in the private sector, question the monetary value of any awards or accreditation process, and this is understandable. In an era when most organisations continue to feel the pinch of recession it is right that every penny is spent wisely. So what value does an award bring to an organisation, and in particular a European recognition such as ours? Independent research from over 120 European award winning organisations shows that they demonstrated improvements in financial performance just one year after winning the award*. Awards bring discipline and awareness with many of our members valuing the process of entering for the award more than the actual award itself. Although being able to state that you have achieved a level of excellence recognised across Europe and beyond is no mean feat. Quality

Scotland’s awards process is necessarily an evidence based journey, giving you a robust and relevant final report that we can support you to implement to make further improvements. Asking detailed questions of your organisation around what you do, why you do it and how you could do it better is never going to be easy – but you will get out what you put in. What is the value of an award which is easy to enter and easy to win? Awards tell others that you care, one of the most telling accolades an organisation can have is an award for something that it has done well and can be extremely proud of. There is a real danger that we become too inward looking, think we have all the answers on our own or perhaps don’t know where to go to truly benchmark ourselves against the best. A holistic business award gives a true picture of how an organisation deals with customers, suppliers and other organisations and also how it values its people.


Awards tell others that you care, one of the most telling accolades an organisation can have is an award for something that it has done well and can be extremely proud of.

It is clear that Awards give you an edge, in our increasingly competitive global market, the world has become a very small and easily accessible place. We can source what we need from multiple suppliers, countries and continents. We can deal with people who don’t speak the same language, don’t use the same currency and don’t have the same political frameworks or affiliations as we do. So it is increasingly important to be able to give yourself an edge when it comes to persuading people to deal with you rather than someone else who on paper offers the same product or service as you. Awards can give you that edge, and can also render price less important. Awards have the ability to bring with them a true strategic advantage. A research study by Hendricks

& Singhal of the University of Western Ontario and Georgia Institute of Technology, revealed more than 600 quality corporate award winners had 37% more sales growth and 44% higher stock price return than their peers. So what about the small organisations? Surely these kind of corporate awards are just for large businesses? Absolutely not, with it being more difficult as a small organisation to gain credibility in the marketplace and set yourself apart from the rest, a European accreditation can act to do just that along with the added value that you can involve perhaps all of your staff in the process and enable you to develop in your people a true understanding of your organisation. Research shows that smaller award winning

Awards bring discipline and awareness with many of our members valuing the process of entering for the award more than the actual award itself.

@qualityscotland

Quality Scotland

companies experienced a 63% increase in operating income and a 39% growth in sales when compared to non-winners.** Some of our winners will be sharing their stories over the coming months on the benefits of going through the awards process and the difference it has truly made to their organisation. There are no better people to showcase the true value of an evidence based award than those that have lived and breathed it. More information on the Scottish Awards for Business Excellence.

*University of Leicester research for the British Quality Foundation and the European Foundation for Quality Management. **British Quality Foundation research based on experience in the USA.

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“Inspiring presentation from EICC” Shaun Hunter, NHS Health Scotland

Creating a Sustainable Future As part of Quality Scotland’s series of events in 2016 to celebrate our 25th Anniversary, Edinburgh International Conference Centre hosted a successful Learning Journey on 3rd May 2016, focussed on the Fundamental Concept ‘Creating a Sustainable Future’ and how it can be a part of your organisation’s vision and goals. The Learning Journey included speakers from the EICC, Hospitality Assured and Zero Waste Scotland.

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he event kicked off with an introduction from EICC’s Chief Executive, Marshall Dallas, followed by Reynaldo Guino-o, who leads the venue’s Green Team. Plan-it green™ is the EICC’s sustainable events programme and it covers the whole breadth of the business. With a strategy of ‘Build on the reputation of the EICC as a ‘Green Business’ and develop the Company’s reputation for best practice in sustainability’, Reynaldo emphasized the importance of fully embedding sustainable programmes as part of the company’s culture to ensure an efficient and effectively managed business. Reynaldo went on to outline their successes and the innovative projects that are contributing to their sustainability goals. To achieve their target of a 20% reduction of CO2 per m2 by 2020 (using 2013 rates as a baseline), they focus their activities on the EICC Resource Efficiency Pledge: • Leadership in driving sustainable growth through our supply chain • Contribute to achieving a low-carbon economy for Scotland • Continue to embed resource efficiency in our day-to-day operations To emphasise that the client is at the centre of everything they do, an active Green Team with a remit to enable people to take actions, engage people to achieve change, encourage people to take part and to exemplify change use a process called the ‘Client Pipeline’ to cover every element of the business. Recycling, reduction of resource consumption, take up of environmental projects and staff/client awareness are all monitored to track success.

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Under the umbrella of Plan-it green™, a range of initiatives have been introduced to support the strategy: • Experimenting with lighting has reduced energy use • Investing in flexible staging systems reduces the need for purpose built sets and avoids waste • Smart monitoring, to review energy using l ight sensors • Security Switch-off Lights Programme • Installing efficient heating and cooling systems • Ethical sourcing of products and services • Social activities in the community e.g. litter picking and volunteering at community projects • Unwanted delegate bags go to Mary’s Meals for children to use as school bags. They also send paper, pens and T-shirts. • EICC diverts all of the organic waste produce from landfill. Olleco converts food waste into renewable resources such as biodiesel and biogas • Catering via Leith’s ensures increased sustainability: −− Menus are seasonal and locally sourced −− Menu testing enables portion sizes that reduce waste −− Increased proportion of vegetarian options −− Fairtrade tea and coffee −− Glass and china used in conjunction with recycling −− Food is ordered in advance to reduce transport −− Food and energy wastage is monitored and reduced during food preparation


Learning Journey

More 25th Anniversary Events are being planned to coincide with World Quality Day in November 2016. Please check our events calendar in the coming months for updates.

All these activities are measured against sustainability targets and some of their impressive achievements include: • Total carbon footprint (tCO2e) down by 38% between 2013 and 2015 • ‘EICC Customer Delight’ rose from 85% in 2011 to 89% in 2015 • Plate waste: 2% reduction in event waste and staff catering, reducing food waste on average by 0.13kg per cover between 2012 and 2015 • Packaging waste: 2% reduction for cardboard packaging, cans and tins • Maintained and improved recycling rates: from 96% in 2013 to 98% in 2015 • Reduced waste to landfill: 4.03 tonnes in 2013 to 3.75 tonnes in 2015 • Emission reduction due to recycling (tCO2e): 141 in 2013 to -175 in 2015

@qualityscotland

Quality Scotland

As well as achieving sustainability targets, the EICC’s Plan-it green™ Sustainable Events Programme has had positive outcomes for the EICC: • Creating new business opportunities • Ensuring a more efficient and effectively managed business • Delivering bottom line benefits • Strengthening relationships with key stakeholders • Developing relationships with employees and creating a feeling of ownership that encourages, motivates and retains employees. Marshall Dallas summed up the importance of sustainability for any business:

“Sustainability is an increasingly used criteria for corporate customers when choosing event space.”

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Customer Survey Results 2016 Our Customer Survey was completed in February and March 2016 to find out how well we are meeting our membership needs and where to focus our offerings in future. It was an online questionnaire looking at member benefits, offerings, communications and satisfaction levels. We were pleased that we continued to score highly in all the key areas and that issues highlighted in the 2015 survey have been addressed with the launch of our new website and changes to our booking process, and that increased satisfaction levels reflect this in 2016. Main Benefits of Quality Scotland membership Access to training courses

Access to self-assessment tools

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77%

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Working with an organisation Committed to Excellence

Developing an understanding of strengths and areas for improvement

Access to recognition schemes

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2015 48%

2015 48%

2015 52%

2015 56%

2012 54%

2012 52%

2012 49%

2012 53%

69%

Responsiveness 2016 responses exclude ‘does not apply’ option, Not Applicable was added as an option this year. Respondents agree or strongly agree that we: Are helpful, professional and polite.

Interested in the comments and suggestions of members

Respond to information requests in a prompt manner

2015 91%

2015 97%

2015 97%

2015 96%

2012 93%

2012 97%

2012 88%

2012 n/a

96%

91%

96% 100%

“Always there as a great support” Anonymous quote 20

Excellence now

We deal with complaints promptly and professionally

“The Accounts Manage ability to share knowle and maintain professio relationships has been and extremely helpful.”

David Harkins, Scottish Autism


Customer Survey Results

Account Management

Value for Money / Overall Satisfaction

2016 responses exclude ‘does not apply’ option, ‘Not Applicable’ was added as an option this year.

2016 responses exclude ‘does not apply’ option, ‘Not Applicable’ was added as an option this year.

Respondents are happy with their account manager’s: Contact and support provided

96

%

Knowledge of EFQM, continuous improvement and quality issues

Overall membership satisfaction

Communication keeps them informed and provides appropriate advice

96

96

%

%

2015 94%

2015 100%

2015 97%

2012 91%

2012 98%

2012 n/a

96%

2015 100% 2012 86% Membership provides value for money

92%

2015 97%

Communication Website

2012 82%

We are really pleased that the launch of our new website in 2015 has seen an increase in satisfaction levels for this communication method. We will be reviewing the website in 2016 to make further improvements.

The overall membership satisfaction and the percentage of members who would recommend us to another organisation remain very high at 96%.

Would recommend us to another organisation

Although the percentage who feel that membership provides value for money is still high at 92%, the feedback from this survey is invaluable to ensure that going forward we continue to focus our products and services on the areas that provide greatest value to our members.

96%

2015 100%

7%

2012 n/a

31%

Very satisfied Satisfied Not applicable Dissatisfied Very Dissatisfied

62%

Conclusion and recommendations:

3% 26%

Overall the membership satisfaction rating remains high at 96%. There have been changes in the order of importance for individual member benefits, with ‘Access to self-assessment tools’ and ‘Access to training courses’ now ranked at 77% and 73% respectively and this information will feed into the products and services we deliver in the future.

13% 24% 9.5%

71%

54%

2015

2012

Products and Services Appropriate products and services

er’s edge onal n crucial .”

96%

2015 94%

agree we provide the necessary products and services to meet their organisation’s needs.

Thank you to all who participated in our customer survey. Your feedback is vital to how we can improve and deliver better products and services to our members.

2012 88%

m @qualityscotland

Quality Scotland

Excellence now

21


ExCeeDing expectations – delivering exceptional business improvement Quality Scotland has a strong network of partners who help us deliver the ‘excellence agenda’ for Scotland. One such partner is CeeD – The Centre for Engineering Education & Development – a ‘community’ organisation which fosters links and partnerships across industry, business and academia. Scott Sinclair, CeeD

A

s part of our 25th year we have looked to build on our strong partnerships and further develop those that will support our members. We are delighted to have developed a partnership with CeeD that enhances offerings for both organisations and connects our members around specific topics. Claire Ford, CEO of Quality Scotland says, “We are uniquely placed in Scotland as the soul organisation to deliver European accredited training and recognition and pride ourselves on a one to one account management approach. As we have developed our networks and opportunities for sharing it is great that our partnership with CeeD is allowing members from both organisations to learn from one another and further support the pursuit of our vision. While our offerings are distinct there is a real benefit to the business community in Scotland that we work together to effect maximum business improvement.” CeeD began life in 2006 and has risen to become one of the key players in spearheading business growth in Scotland. Since its creation, CeeD has built out an impressive membership base from some of Scotland’s premier engineering and manufacturing firms. The idea is drawn from a project created in the US Car industry and it is intuitively simple. It brings together large companies and their smaller supply chain partners, mix in some world class academic expertise

and combine the collective knowledge to improve operational efficiency and effectiveness for all. These companies will typically have reached a level in their own maturity where they recognise that no single entity has all the answers and are prepared to look outside the firm for catalysts and associates who can bring a variety of skills and knowledge to the table. Like Quality Scotland, CeeD is a not-forprofit membership-based organisation and both organisations work to a similar mission. Each wants to improve the effectiveness and competitiveness of business and organisations by helping to solve the day-today challenges and encourage an aptitude for being forward thinking and enterprising. For CeeD, this is based on an ethos that companies wish to freely share knowledge and, improve the operational excellence of a company. Widely respected for its high calibre and diverse range of business clinics, CeeD engages with hundreds of businesses every year across a raft of sectors. These clinics focus on topics such as Health & Safety, Leadership, Lean Manufacturing, Process Excellence, Procurement, Quality and The Environment. One common theme in taking companies through these clinics is their understanding that all businesses have an eagerness to grow. However, for many, particularly in the SME sector, there are many real and perceived barriers to that growth – for

example, to whom do they speak to help them navigate the business to the next level? This is a core skill of CeeD and why it launched its Growth500 initiative. Growth500 is a business management programme designed to take 500 ambitious Scottish companies on their own growth journey. The programme has been academically validated by the University of West of Scotland. This was a new and ground-breaking joint venture for the Paisley-based Higher Education Institute and focuses on a series of themes to deliver very practical information businesses – particularly SMEs – need to develop their own growth plans. Like all CeeD initiatives, this programme is delivered by a number of validated experts from the private, public and academic sectors. A mantra for businesses and organisations should be ‘never be too proud to ask for advice’. Others have gone through the pain barrier and witnessed the highs and lows of doing business. The CeeD community continually finds new and practical ways of helping businesses and organisations overcome some of the habits and bad practices that are perhaps limiting current or future effectiveness. That expertise is nominally found within the CeeD network. CeeD’s support network of business advisors and consultants are strategically located across Scotland serving the main conurbations. This is backed by collaborative


partners in engineering, manufacturing and academia making this one of the most robust and industrially aligned networks in Scotland. Scott Sinclair, managing director of CeeD comments; “There is exceptional synergy between CeeD and Quality Scotland in that we both want ‘Scotland plc’ to have ‘excellence’ running through its heart. To accomplish this, it is absolutely necessary for everyone within an organisation to continue on a journey where we never stop learning and understanding the core concepts of how being smarter, leaner and learning new capabilities makes us skills-rich, competitive and provides the confidence to proactively adopt fresh challenges. This is a “win-win” strategy for everyone involved with an organisation. It is a road map lined with advantages. It invokes trust with your customers, engages your employees and can identify external stakeholders and partners who can give you access to innovation. By thinking innovatively and creatively, businesses become stronger players within their marketplace.”

One area where CeeD excels is through its Employment Exchange where companies which may be forced to make redundancies can offer that expertise out to the CeeD network and make those much coveted technical skills available to other member companies within the CeeD community which may be looking to add to their own skills base. This helps ensure that skills are retained within the industrial base rather than be lost from the sector. “It is vitally important that we don’t lose exceptionally talented people who may have lost their jobs through redundancy. Whilst we evangelise about smart successful businesses embracing a series of up-skill and business improvement metrics, there are occasions when redundancy and job losses are an unfortunate part of the mix – for whatever reason. CeeD’s Employment Exchange gives an opportunity for personnel to get back into the jobs market quickly and bring fresh talent and skills to a new employer”, adds Scott.

Scotland has an exceptional talent pool with the skills to tap into the new global knowledge economy. We learn from each other. We knowledge share and bring a clarity to our thinking to be innovative, inspiring and entrepreneurial. Innovation in particular will be even more important in the years ahead and CeeD helps to lay the foundations for this future innovation drive. Scott sums up; “Our skills base cannot be lost to us because we have always thrived on invention and innovation. Working with Quality Scotland to bring about a thriving business community where organisational skills and improvements are part of this continuous journey is part of our national characteristic, making us an ‘excellence’ nation in which to do business. It is fundamental that we continue to improve on the architecture and infrastructure we have in place. We can retain and grow value, based on these improvement mechanisms and continuously seek to do well regardless of the sectors we work within.”


Voluntary Sector Network Meeting Thursday 26th May 2016

F

iona Liddle, Quality Scotland Account Director for the Third Sector welcomed the group and in particular thanked Helen Happer, Chief Inspector (Strategic Scrutiny) at the Care Inspectorate for attending the meeting. Fiona reminded the group of a continuing theme at recent VSN meetings – ‘Working in collaboration for win-win results’. Collaborative working can involve a variety of stakeholders, including team members, customers, partners and funders. Update from the Care Inspectorate Helen Happer, provided an extremely engaging and interactive session in which she described the scope of the Care Inspectorate and relevant links with the EFQM Excellence Model. Helen explained that current challenges for the Care Inspectorate include bringing streams of work together under the National Care Standards review and addressing inequalities while reflecting selfdirected support. The review is moving the emphasis towards outcomes and how care arrangements positively impact on the individual. Five high level principles have now been agreed: Dignity & Respect; Compassion; Be included; Responsive Care & Support and Well-being. Helen explained that further consultation will help to define the revised National Care Standards. The discussion included what self-assessment might look like following the National Care Standards review. The role of Quality Scotland was discussed and a view expressed that going forward the EFQM Excellence Model will increasingly provide a helpful common language and overarching framework. The group gave examples of supporting a validation approach (based on self-evaluation) rather than the previous inspection approach: • Avoids peaks and troughs (when inspection is due) • Less vulnerable to staff changes • Builds up skills internally • Empowers staff to use self-evaluation positively • Encourages collaboration and partnership working Demonstration of Quality Scotland EQUIP packages Melanie Thomson, Quality Scotland provided a short demonstration of the online tools as part of EQUIP for C2E Project Validation and EQUIP for C2E Assessment.

24

Excellence now

Melanie also demonstrated the new EQUIP Advanced tool. This self-assessment tool is designed to support organisations at a more advanced level of detail. The tool also supports organisations working towards the Recognised for Excellence (R4E) award. Melanie highlighted the interactive nature of the tools and how the process of completing the self-assessments on-line allows information to be captured from groups of staff. The EQUIP Advanced tool offers a structured approach to selfevaluation, as part of the on-going management of your organisation. This means the tool can be used to capture information year on year regardless of when (and if) an application is made for Recognised for Excellence. To support an application for Recognised for Excellence, the EQUIP Advanced tool enables pre-population of the submission document. This can provide a useful draft version for review. Through capturing relevant information and data, the EQUIP Advanced tool offers comprehensive storage of notes and data against each of the criterion parts of the EFQM Excellence Model. As the model considers an organisation in a holistic sense, the storage of notes and data provides a ‘one-stop-shop’ to review progress and to assist with planning. In response to questions, Melanie confirmed that the EQUIP Advanced tool can be used for multiple assessments and there is a ‘roll up’ facility to review data from different teams, business areas or functions. In response to questions about the definitions for some of the EFQM headings, Melanie confirmed that there are drop-down notes to give additional guidance. (The language used in the EQUIP Advanced tool headings has been further simplified.) For more information, please contact Melanie Thomson melanie. thomson@qualityscotland.co.uk. See page 24 for details of the trial version of EQUIP Advanced

The next VSN meetings will be held on: Tuesday 30th August 2016 in Glasgow; and Thursday 24th November 2016 at Quality Scotland. More Information


Network updates

Private Sector Network update It has been a busy quarter for Quality Scotland’s Private Sector Members.

On this occasion our key note speaker was Fin Smith – Head of Business Improvement at Cairn Housing Association. Fin provided the group with an insight into who Cairn Housing Association are and what they are doing to move business improvement forward throughout the organisation. Cairn Housing Association identified the key challenges that they face as a national Housing Association with over 25 years of experience, around 3500 units in 23 local authority areas and just under 200 staff. Following on from the presentation, the group shared ideas on how they demonstrate their achievements as an organisation and also how they are able to manage and understand their customer’s needs. The meeting was well attended with positive feedback on the benefits of the network. Our fourth network meeting will be on the 21 July 2016 at Quality Scotland’s office at Drumsheugh Gardens. The focus will be on agenda items collated from the group’s initial meeting on topics they would like to learn and share. To reserve your place please contact Lauren.irvine@qualityscotland.co.uk

One such forum is the Public Sector Network which held its fifth meeting on the 17 March 2016. The meeting was hosted by the College Development Network at their office in Stirling. Elma Lindsay, Quality Team Leader introduced the group to the organisation and enhanced everyone’s understanding of who they are and what they do. The College Development Network lead on innovation, creating CPD opportunities and also facilitating the sharing of best practice through the college sector: they aspire to be the ‘go to’ organisation for anyone involved in Scotland’s college sector. Next up was Dr Mike Bell from Simple Improvement Ltd who took the group through an engaging discussion on process improvement that would benefit customers and drive results in only one hour a month. The meeting was well attended with attendees giving positive feedback on the speakers and benefits of the network. The topics which are covered at each of the network meetings are all driven from the members who attend. Our sixth network meeting was on 30 June 2016 at Quality Scotland’s Office at Drumsheugh Gardens where the focus was on sharing best practice and opportunities for external recognition. Guest speakers on the day included NHS Health Scotland and Happy to Translate.

In April we hosted our quarterly Private Sector Network Meeting at Quality Scotland, with three guest speakers. As a supporting partner of the VIBES (Vision in Business for the Environment of Scotland) awards we have been working with SEPA who came to talk about the 2016 VIBES awards. Home Energy Scotland spoke about how their energy advice stand can be used by organisations to help support and increase employee engagement by giving employees an opportunity to obtain free advice on their home energy consumption. Scottish Enterprise in the form of the Scottish Manufacturing Advisory Service talked to us about how manufacturing is vital to the Scottish economy, and about the various ways in which SMAS can support manufacturing businesses. On 21 June we hosted a stall at the Home Energy Scotland exhibition, “Strengthen Your Business through Sustainability”, which took place at the Edinburgh International Climbing Arena in Ratho. This was a free event, with some inspiring speakers. Home Energy Scotland outlined how organisations can reduce their transport and resource costs, and where there is funding available to support them. Resource Efficient Scotland focussed on how they support organisations to increase their sustainability. We also heard from Edinburgh Leisure and the Royal Zoological Society of Scotland, explaining how they had benefitted from support from Home Energy Scotland. Finally we are very much looking forward to our next Private Sector Network Meeting on the 27 July, hosted by Catapult High Value Manufacturing at the Advanced Forming Research Centre at the University of Strathclyde – invitations were sent out in June. Speakers will include Abellio, Netregs and Catapult, covering the following topics: using data to improve your business; giving you the tools to check your organisation’s environmental compliance and Catapult’s research and development facilities based at the University of Strathclyde.

More Information

More Information

More Information

Public Sector Network update Housing Association Network update Cairn Housing Association hosted the third of our Housing Association Network meetings on the 14 April 2016.

@qualityscotland

Quality Scotland

Here at Quality Scotland we believe in the value of building networks across our membership.

Excellence now

25


QUALITY SCOTLAND’S FORTHCOMING EVENTS August – October 2016:

7 – 11 November 2016:

Learning Journeys from our 2016 Scottish Awards for Business Excellence award winners.

Events are being planned to celebrate our 25th Anniversary and World Quality Week.

Information on these events will be sent out after the Awards

Information on these events will be sent out over the summer

WEBINARS 7 July 2016, 2-3pm

13 September 2016, 2-3pm

EQUIP for Excellence

Getting started with the EFQM

Melanie Thomson, Quality Scotland, will take you through the full portfolio of EQUIP products, including the recently launched EQUIP Advanced.

Lauren Irvine, Quality Scotland, will guide you through the key features of the EFQM excellence model and give you the confidence to start using it effectively in your own organisation.

29 July 2016, 2-3pm ISO and the EFQM excellence model This webinar is part of our 25th Anniversary events programme running throughout 2016. Focussing on Developing Organisational Capability and delivered by Ron Rivans, Technical Director of SQMC. Ron will look at the benefits of using ISO within the context of the EFQM Excellence Model.

25 August 2016, 2-3pm Committed to excellence Thinking of applying for Committed to Excellence? Catriona McDougall, Awards Manager at Quality Scotland, will outline what’s involved in achieving both levels of Committed to Excellence and give you some tips on how to maximise the benefits of the process for your organisation.

26

Excellence now

3 November 2016, 2-3pm Sustaining outstanding results This webinar is part of our 25th Anniversary events programme running throughout 2016. Focussing on Sustaining Outstanding Results and delivered by Lauren Irvine, Quality Scotland. Lauren will talk through how to sustain outstanding results within the EFQM Excellence Model on your continuous excellence journey

To book any of our upcoming events and webinars, go to our website: www.qualityscotland.co.uk/events or call us on: 0131 225 5765


Learning, Training and Development Diary

August – November 2016

August

Course/Event

Designed For/To

Location

Price*

9th

Basic Assessor Training (BAT)

• For those who wish to go onto the EFQM Assessor Training. • To deliver more information about the EFQM Fundamental Concepts, the EFQM Excellence Model and assessment methodology RADAR.

Edinburgh

Members £320 Non Members £640

23rd-26th

LSS Foundation Greenbelt (Module 1)

• For anyone who needs a thorough understanding of what Lean Six Sigma is. • To introduce Lean Six Sigma and how it works in practice without yet requiring more advanced statistical tools.

Edinburgh

Members £1,485 Non Members £1,650

September

Course/Event

Designed For/To

Location

Price*

1st -2nd

LSS Yellow Belt Training

• Yellow Belt will provide a detailed introduction to Lean Six Sigma tools and techniques enabling delegates to be members of improvement teams or to lead small improvement projects themselves. The course leads to certification through the British Quality Foundation where required.

Edinburgh

Members £720 Non Members £800

6th

Basic Assessor Training (BAT)

• For those who wish to go onto the EFQM Assessor Training. • To deliver more information about the EFQM Fundamental Concepts, the EFQM Excellence Model and assessment methodology RADAR.

Edinburgh

Members £320 Non Members £640

13th

ISO 9001 Foundation/ Awareness

• For novices who require a quick understanding of the ISO 9001: 2015 international standards for QMS. • To prepare trainees for the Quality Auditor courses.

Edinburgh

Members £385 Non Members £429

14th -15th

ISO 9001 Internal Auditor

• For those nominated to carry out internal quality audits and need to be IRCA accredited. • To teach participants how to confidently and assertively plan, conduct and report on an internal audit of an ISO 9001- based QMS.

Edinburgh

Members £585 Non Members £649

19th- 23rd

ISO 9001 Lead Auditor

• For those who have prior knowledge of the ISO 9001:2015 and wish to have a globally recognised IRCA accredited auditing qualification • To provide a very thorough and grounding in the disciplines required by competent and progressive quality auditors.

Edinburgh

Members £1,079 Non Members £1,199

27th -29th

EFQM External Assessor Training

• For those who wish to become an accredited EFQM Assessor and apply to be an external assessor for the Scottish Awards for Business Excellence. • To provide detailed knowledge and understanding of the EFQM Excellence Model and RADAR logic.

Edinburgh

Members £1,150 Non Members £2,300

October

Course/Event

Designed For/To

Location

Price*

10th -11th

LSS Yellow Belt Training

• Yellow Belt will provide a detailed introduction to Lean Six Sigma tools and techniques enabling delegates to be members of improvement teams or to lead small improvement projects themselves. The course leads to certification through the British Quality Foundation where required.

Edinburgh

Members £720 Non Members £800

11th

Basic Assessor Training (BAT)

• For those who wish to go onto the EFQM Assessor Training. • To deliver more information about the EFQM Fundamental Concepts, the EFQM Excellence Model and assessment methodology RADAR.

Glasgow

Members £320 Non Members £640

18th

Process Mapping & Improvement

• For individuals who want to improve efficiency and customer satisfaction. • To help delegates understand what a process is, how to map processes, how to create a process flow diagram and how to identify areas for improvement based on quality, cost or time.

Edinburgh

Members £320 Non Members £640

25th-27th

EFQM External Assessor Training

• For those who wish to become an accredited EFQM Assessor and apply to be an external assessor for the Scottish Awards for Business Excellence. • To provide detailed knowledge and understanding of the EFQM Excellence Model and RADAR logic.

Edinburgh

Members £1,150 Non Members £2,300

November

Course/Event

Designed For/To

Location

Price*

8th -11th

LSS Foundation Greenbelt (Module 1)

• For anyone who needs a thorough understanding of what Lean Six Sigma is. • To introduce Lean Six Sigma and how it works in practice without yet requiring more advanced statistical tools.

Edinburgh

Members £1,485 Non Members £1,650

15th

ISO 9001 Foundation/ Awareness

• For novices who require a quick understanding of the ISO 9001: 2015 international standards for QMS. • To prepare trainees for the Quality Auditor courses.

Edinburgh

Members £385 Non Members £429

16th-17th

ISO 9001 Internal Auditor

• For those nominated to carry out internal quality audits and need to be IRCA accredited. • To teach participants how to confidently and assertively plan, conduct and report on an internal audit of an ISO 9001- based QMS.

Edinburgh

Members £585 Non Members £649

Edinburgh

Members £320 Non Members £640

• For those who wish to go onto the EFQM Assessor Training. Basic Assessor Training • To deliver more information about the EFQM Fundamental Concepts, the (BAT) @qualityscotland Quality Scotland EFQM Excellence Model and assessment methodology RADAR.

22nd

Excellence now

27


Equip for excellence

Our range of EQUIP products help you to: • Assess your organisation against the EFQM Excellence Model • Save time and resources when completing an award submission • Achieve tangible results from your improvement activities

“Using EQUIP for selfassessment was one of the most productive days we’ve spent together.” Deborah Taggart, Eildon Housing Association

LEVEL

3

LEVEL

2

LEVEL

1

Fully aligned with the EFQM Excellence Model and the Recognised for Excellence submission format, EQUIP Advanced is a self-assessment management system that will help you to embed a culture of continuous improvement in your organisation. More information

Online package. Enables your organisation to complete a facilitated self-assessment and automatically produces a completed enabler map as part of your submission for Committed to Excellence: Assessment. More information

Online package. Ideal for beginning your excellence journey. Enables your organisation to complete facilitated self-assessment and begin the submission process for Committed to Excellence: Project Validation. More information

EQUIP Advanced is the final product in the EQUIP for Excellence suite of online systems. An online self-assessment management system that enables you to create, manage and report on self-assessment activity throughout your organisation. This system allows you to: • Access an interactive version of the EFQM Excellence Model, with guidance and access for all staff. Helping to familiarise everyone with the model and embed excellence across the organisation. • Create, manage and report on all assessments held on your system to monitor progress and track improvements over time. • Store and record results from your self-assessment sessions in the ‘Recognised for Excellence’ format to avoid duplication of effort.

More information: www.equipforexcellence.com/Advanced 28

Excellence now

Use the login details below to view the trial version: Username: test2519 Password: test99


@qualityscotland

Quality Scotland

Excellence now

29


QS Directory

info@qualityscotland.co.uk qualityscotland.co.uk Tel: 0131 225 5765

@qualityscotland Quality Scotland

Quality Scotland is a registered Scottish Charity, No SC040316

Chief Executive

Shared Services

Partners in Excellence

Claire Ford

Ciara Sutherland Learning, Training, Development and Office Manager

SQMC

Eileen McGregor PA to CEO

Membership Services Angela Howarth Head of Membership Services and Account Director (PSIF / Public Sector) Sara Keane Account Director (Private Sector) Fiona Liddle Account Director (Third Sector) Janet Robertson Account Director (Education) John Cannon Account Director Lauren Irvine Account Manager

Business Development Ann Pike Head of Business Development

Shona Angus Finance Assistant

Products and Services Melanie Thomson Online Products Developer Janet Robertson Director of Learning, Training & Development

Marketing and Events

Carol George Perform Consulting and Development Moore Allison Catalyst Consulting Ltd Harvey MacMillan Future Farmers

Networks VSN Fiona Liddle fiona.liddle@qualityscotland.co.uk

Elaine Sneddon Marketing Director

Private Sector Network

Joanna Kemp Marketing Manager

Public Sector Network

Sara Keane sara.keane@qualityscotland.co.uk Angela Howarth angela.howarth@qualityscotland.co.uk

Awards

Housing Association Network

Catriona McDougall Awards Manager

Janet Robertson janet.robertson@qualityscotland.co.uk

Young Enterprise Quality Award Janet Robertson janet.robertson@qualityscotland.co.uk

Contact us through our website

Š 2016 Quality Scotland

Designed by:

www.two7design.co.uk

Excellence Now - Issue 17  

Quality Scotland's magazine 'Excellence Now' Issue 17, published in July 2016. Features all the winners from the Scottish Awards for Busines...

Excellence Now - Issue 17  

Quality Scotland's magazine 'Excellence Now' Issue 17, published in July 2016. Features all the winners from the Scottish Awards for Busines...

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