Quality Scotland Quality Scotland asks is Excellence too hard to - - PowerPoint PPT Presentation
Quality Scotland Quality Scotland asks is Excellence too hard to achieve? Is mediocrity the norm? What are you doing to make Excellence and Innovation happen for your organisation? Robert Farrelly, Private Sector Account Director Claire Ford,
www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
Quality Scotland asks is Excellence too hard to achieve? Is mediocrity the norm? What are you doing to make Excellence and Innovation happen for your organisation?
Robert Farrelly, Private Sector Account Director Claire Ford, Chief Operating Officer
www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
Who We Are
Background
Vision “To make Excellence a national characteristic of Scotland”
www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
QS Reach
Colleges VSN Member Individual VSN Member Organisations
Organisation Board membersCEMVO
CEMVO Member OrganisationsSocial Enterprise Academy
SEA Member OrganisationsPUBLIC SECTOR
QS Local Authority members x26
Local Authorities x 32 CPPs membersGovernment Board Members
TSI x32 Local Authorities x 32 Government JIT COSLA Zero Waste Scotland Education Scottish Enterprise SCVO NHSNHS Health Scotland
NHSEducation Authorities
Local Authorities x 32Scottish Enterprise Board Members
Scottish Enterprise MembersSBC
Member organisations across all 3 sectorsIiP
IiP member also QS memberTHIRD SECTOR
Private Sector Members
Organisation Board MembersIOD Board Members
IODPRIVATE SECTOR
Housing Associations VAS
TSI’S x32 TSI own member VO GovernmentCRNS
Zero Waste Scotland Gov’t Local Authorities x 32 www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
What are the foundations of your
www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
Fundamental Concepts of Excellence
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@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
EFQM Excellence Model
Quality Scotland support by:
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@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
Private Sector Network Members
Conference Centre
Service
www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
The European dimension and beyond
www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
Liam Spence Change Programme Leader Wheatley Group
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Our Excellence Journey
31 October 2014 Liam Spence Change Programme Leader
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Current Wheatley Group subsidiaries
affordable homes in Glasgow
across the West of Scotland
central belt
homes
service users
Factor’, with over 25,000 customers
mid-market apartments
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Wheatley Group locations
80,000 social-housing tenants in 47,000 homes 1,000 care service users in 40 services 1,000 new homes 300 commercial shops 25,000 factored homes 134 Mid Market Rent 212 Market Rent
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homes in most deprived areas of Scotland
customers with a mental-health related illness
drug users in social rent sector
are aged over 60yrs
give alcohol as a reason
more deaths due to Alcohol related problems than in least deprived areas
tenants have dementia
Our operating context
Glasgow have no
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Training places created with over 2,300 people securing a job
More jobs and apprenticeships to be created through Wheatley Pledge
Teenagers on youth diversionary projects and 80 new play parks
New homes being built
Older people helped through winter with vouchers and home checks
Tackling the challenges
Bursaries to help tenants go to university
Fire deaths in our homes for the last two years
Better lives
Landed a job thanks to a clause in our contracts
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The New Dawn
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dismantle itself
poor business performance
Scottish Housing Regulator’s comments in 2009 Review: “We see a real dichotomy between GHA’s improvement of services
“The weaknesses in the review of its purpose mean that GHA does not have a sound base from which to progress”
False dawn: a six-year meltdown
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GHA’s journey
unit fell from: £971 to £896
per unit fell from £632 to £610
redundancies
relations maintained
500 1000 1500 2000 2500 2009 2010 2011 2012
Headcount Customer Satisfaction
3000 2013 76% 78% 80% 82% 84% 86% 88% 90%
Transformational Gain
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Our Transformational Journey
YES – It’s time to change the rules
environment – who should be in control?
challenge themselves – no rules of engagement
“process”
this”
risk, not creativity
How do we get our teams to have the same levels of commitment / attendance / loyalty - to think like us?
Where we were
Where we thought we wanted to get to
What we created – no universal customer
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“We are very impressed with you as an
“We saw strong leadership at every level, right down to your front-line staff – and this is something you don’t see very often” “We have never been into an
so fundamentally, so quickly, so positively.” “GHA is a credit to Glasgow and Scotland.”
Our culture of excellence
Transformational Gain
500 1000 1500 2000 2500 2009 2010 2011 2012
Headcount Customer Satisfaction
3000 2013 76% 78% 80% 82% 84% 86% 88% 90%
Transformational Gain
Future Of The Wheatley Group
customer base
customer needs
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www.qualityscotland.co.uk
@qualityscotland qualityscotland Quality ScotlandMaking excellence a national characteristic of Scotland
Questions and Discussion
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