Transcript Statistics Sweden is of world class standard in refining data to statistical information, adapted to the customers' needs. ”You change the culture of.

Statistics Sweden is of world class standard
in refining data to statistical information,
adapted to the customers' needs.
”You change the culture of an organization by changing the behavior of its leaders”
Management- and TQM-system and leadership
development
Martin Lagerström
Executive Coach, Statistics Sweden
Agenda
• Why
• What
• How
• Expected results
”An organisations true value is determined more by how much more value it
gives to its stakeholders than what it take in payment”
WHY
QUICK SUMMARY
February 1, 2012
Past, Present & Future
3
Why - Past, Present & Future
”Worldclass in practice”
Value-based / Objective-based
Leadership
Operational planning
People
Processes
Partnership
Customers
Operation
Society
Management & TQM
-
EFQM
Six Sigma
Brink Revision
”Paradigmshift”
- Process orientation
Standardization
Needs, demands & requirements
Traditional organisation
-
Grants from government
Inflexible organizational structure
No fact-based decisions
Several systems, metods, tools
Lack holistic perspective,
Unclear visions, missions, targets
Unclear responsibilities, duties
Unclear expectations on leaders, people
Transformation Swedish system 1994
Future demands with respect to TQM
Reguirements from Government, Ëurostat
Statistical defects
Increased costs
Attracting the best staff
“Focus on the vital few – not the trivial many”
WHAT ?
February 1, 2012
What to do
&
What not to do
5
Statistics Sweden is of world class standard
in refining data to statistical information,
adapted to the customers' needs
Customers/Users, Leaders & Staff
- Right Quality, Right Content, Just in Time, High Efficiency & No Defects
What ?, Who/Whom?, Why? , When?
How ?
Statistics Production Process
Excellent
Figures ?
Quality ?
Components ?
7
Statistics Production Process
8
What?
The Other Components of Quality
What & How we work with
•
•
•
•
•
Leadership
Strategic (business) planning
People
Processes
Partnership
In order to achieve Excellent results
• Customer
• People
• Society
“ What seperates the best from the rest comes down to habits “
The EFQM Excellence Model
What this means in more definite terms (the concept of quality):
Our ability to consistently deliver good results according to our stakeholders' needs, demands and desires by constantly produce
and refine the statistics that are of appropriate content, of the right quality, always on time and does not contain any errors
depends roughly on the following two things :
1. the techniques, methodologies and tools we use every single part of our statistical production process.
2. the techniques, methodologies and tools we use to work with our leaders, employees, business plan,
partnership and our other processes
)
February 1, 2012
10
The EFQM Excellence Model
Worldclass
Criteria
Subcriteria
From What to How
 The EFQM Excellence Model is a registered trademark of EFQM
Criteria 1 - Leadership
Definition Excellence
• Excellent leaders develop and facilitate the
achievement of the vision, mission statements
& targets. They develop organizational values
and systems required for sustainable success
and implement these via their actions and
behaviours. During periods of change they retain
a constancy of purpose. Where required, such
leaders are able to change the direction of the
organization and inspire others to follow
Subcriteria Excellence1A-1E
1A How leaders develop vision, mission statement,
targets, values and ethics and how leaders are role
models in an culture striving towards worldclass
1B How leaders are personally involved to ensure the
organisations Total Quality Management System
develop, implement and continous improve
1C How leaders cooperate with customers, partners och
societys stakeholders
1D How leaders strenghtening the culture by continous
improvement of operation/business & People
1E How leaders identify and support areas for
improvements.
”know yourself, know your people and know your business ”
“Know what you want,
when you want it,
why you want it and
HOW you intend to get it "
HOW ?
FROM WORDS TO ACTION
OUR STRATEGY TO ACHIEVE ALL THIS
February 1, 2012
14
Worldclass ?
Our managers are now working from Statistics Sweden´s operational plan
and management system in excellent ways in that recognized, proven, and
excellent management processes are used at all levels of Statistics Sweden.
This means that our managers have moved from words to action when it comes
to lead, manage, develop, monitor and continually improve our operations
according to Statistics Sweden´s operational plan and management system
(transmuted by Statistics Sweden´s leadership profile)
This means that our managers are now using good, recognized and proven
techniques, methodologies and practical working processes to operate
business-oriented, customer-and user-oriented, improvement-oriented,
employee-oriented and results-oriented
Statistics Sweden now maximizes the value to our users and customers
by constantly provide statistics aligned with our users' needs, requirements and preferences
with the right quality right content at the right time and without errors
MISSION STATEMENT MANAGERS
February 1, 2012
How do I lead, guide, develop,
monitor and continuously improve
myself and my colleagues in
excellent, systematic and practical
ways ?
How do I create visions,
targets, action plans etc that
motivate, inspire, commit
and engage me and others ?
How do I increase my
own and my co-workers
efficiency ?
?
How do I conduct
excellent performance
appraisals with my staff?
How do we work better
and more efficiently
with our customers and
users?
How do I develop myself
and others so that we
achieve our visions,
targets in practice ?
How do I develop
our creativity as
e.g. new ideas
which can then be
realized?
How do I communicate and
give feedback in a positive and
concrete way?
How do I lead myself & my
co-workers through changes
in an effective way ?
How do I make good decisions a
e.g. recruitment, selection of
assignments, competence
development etc. that can be
verified by others ?
How do I delegate in a
good way?
How do I create a positive, engaging,
inspiring team?
How do I resolve conflicts in a good
solution focused way?
How do I develop myself and
my employees' knowledge,
skills and abilities in a
strategic way ?
How do I coach my staff in
excellent ways?
Managers
How do I identify risks
and opportunities in
excellent ways
naturally into our daily
operations ?
How we will achieve this
”From what to how
and
why ”
What gets measured gets managed and what gets managed gets done”
As a Manager at Statistics
Sweden you are…
That means that
you…
From What to How and Why
Operations oriented
Customer- & user oriented
Improvement oriented
Employee oriented
Results- oriented
What does this mean in
more definite, precise
and detailed terms ?
Operationalisation
step by step
How do I do this
in practice ?
360 degrees Brutal SelfInventory
How do we
measure and follow
up on this more
specifically?
Indicators ?
What
approaches,
methods
and tools
do we use
to go from
what to how
and why
Expected results
Economy
40% productivity &
efficiency
From a loss 1 mkr to
a steady surplus
1 mkr
International
Sweden´s image
Helping other countries
Employee
100 % Satisfaction
Purpose, joy & meaning
Involvement & engagement
Exciting work
What our unit achieved
(verified by solid facts)
Statistics Sweden
135 mkr
Security of employement
More leaders
February 1, 2012
Customers & Users
Increased Quality
&
Quantity
&
Satisfaction
Managers
100% Satisfaction
Coaching employee
Results EFQM
& Stakeholders
Partnership
SMED-consortium
See Part II
National
National objectives
Environment
Tourism
18
First steps
Change
Management
(subcomponent
Managementprocess)
Awareness
What´s in it for me ? How does all these things concern me ?
Desire
What am I evaluated on in more definite terms ? What should I be evaluated on ?
Am I evaluated on this today ? What will I be evaluated on in the future ?
Knowledge
What approaches, methods & tools can I use to go from what to how ?
Ability
How do I apply these approaches into practice ?
Reinforcement
How do we get the people to perform in a certain way ?
How do we reward performance that is in the direction we wish and
disregard performance that is not
Reinforcement
Ability
Knowledge
Desire
Awareness
How do I lead, guide, develop,
monitor and continuously improve
myself and my colleagues in
excellent, systematic and practical
ways ?
How do I create visions,
targets, action plans etc that
motivate, inspire, commit
and engage me and others ?
How do I increase my
own and my co-workers
efficiency by at least 5
percent within a month ?
?
How do I conduct
excellent performance
appraisals with my staff?
How do we work better
and more efficently
with our customers and
users?
How do I develop myself
and others so that we
achieve our visions,
targets in practice ?
How do I develop
our creativity as
e.g. new ideas
which can then be
realized?
How do I communicate and
give feedback in a positive and
concrete way?
How do I lead myself & my
co-workers through changes
in an effective way ?
How do I make good decisions a
e.g. recruitment, selection of
assignments, competence
development etc. that can be
verified by others ?
How do I delegate in a
good way?
How do I create a positive, engaging,
inspiring team?
How do I resolve conflicts in a good
solution focused way?
How do I develop myself and
my employees' knowledge,
skills and abilities in a
strategic way ?
How do I create
goals in a good way?
Managers
How do I identify risks
and opportunities in
excellent ways
naturally into our daily
operations ?
The most crucial success factors
”A culture of constant and never-ending improvements”
 The EFQM Excellence Model is a registered trademark of EFQM