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, Chief Operating Officer Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
Who We Are Background Vision • Founded 1991 “To make Excellence a national • Membership based charity characteristic of Scotland” • Facilitation not Consultancy • EFQM Partner Organisation • Work with all sectors across Scotland Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
QS Reach Local Local CPPs Authorities Education TSI x32 Authorities members x 32 x 32 of QS TSI own SCVO Improvement VAS TSI’S x32 Government CPPs member VO Service Government Government JIT QS Local Board Members Authority members x26 COSLA Scottish Zero Waste NHS Enterprise Scotland VSN Member NHS Health NHS Scotland PUBLIC THIRD Individual VSN Organisation Board members Member Organisations SECTOR SECTOR Education Local Authorities Authorities x 32 Gov’t Zero Waste CRNS Colleges Scotland Local Authorities x 32 Scottish PRIVATE Scottish Enterprise Enterprise Board Members SECTOR Members CEMVO Member CEMVO Organisations Member organisations SBC across all 3 sectors Social Enterprise Housing Private Sector SEA Member IiP member also Organisations Academy Associations Members IiP QS member Organisation Board IOD Board Members Members IOD Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
What are the foundations of your organisation built on? Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
Fundamental Concepts of Excellence Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
EFQM Excellence Model Quality Scotland support by: • Dedicated account management support • Training Academy providing Accredited Training • Self-assessment tools and support • Networks and webinars • European Recognition • Events and Learning Journeys • Links to European Networks Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
Private Sector Network Members • • First Scotrail Ltd Babcock BES • • LHR Business Support Centre Wheatley Group • • Selex ES Institute of Directors • • RBS KCA Deutag Technical Support • • Edinburgh International Scottish Power plc Conference Centre • Score (Europe) Ltd • Border Biscuits • Scottish Water • The Galloway Training Limited • Scottish Manufacturing Advisory • Optos plc Service • • FirstGroup Property Diageo Scotland Ltd • William Grant and Sons Ltd Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
The European dimension and beyond • Part of a network of 32 countries • Access to European benchmarking and best practice sharing • A range of sector specific platforms Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
Liam Spence Change Programme Leader Wheatley Group Making excellence a national characteristic of Scotland www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
Our Excellence Journey 31 October 2014 Liam Spence Change Programme Leader 10
Current Wheatley Group subsidiaries • GHA , Scotland's largest social landlord, with 42,931 affordable homes in Glasgow • Cube Housing Association , with 3,305 social homes across the West of Scotland • Loretto Housing , with 1,089 affordable homes in the central belt • West Lothian Housing Partnership with 381 affordable homes • Loretto Care , supporting over 1,000 care clients and service users • YourPlace Property Management , Scotland’s ‘Feel Good Factor’, with over 25,000 customers • and Lowther Homes , which owned 171 full-market and 24 mid-market apartments 11
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 12
Our operating context 70.4% 3,400 72% homes in most deprived customers with a drug users in areas of Scotland mental-health related illness social rent sector 1/3 12% of our customers of homeless applications are aged over 60yrs give alcohol as a reason Nine times 1/3 1000+ more deaths due to Alcohol of households in related problems Glasgow have no than in least deprived areas tenants have dementia one in work 13
Tackling the challenges 4650 300 7000 More jobs and Teenagers on youth Training places created with over 2,300 people apprenticeships to be diversionary securing a job created through Wheatley projects and 80 new Pledge play parks 1000 400 8000 New homes being Bursaries to help built Older people helped tenants go to university through winter with Zero vouchers and home 2066 checks Fire deaths in our Better lives homes for the last Landed a job thanks to a two years clause in our contracts 14
The New Dawn 15 15
False dawn: a six-year meltdown • ‘GHA in disarray’ / 5 CEOs in 6 years • Shattered stakeholder relationships • 63 separate organisations, brands, cultures, agendas • No clear purpose or direction as a temporary organisation set up to dismantle itself • SST programme stalled / no new homes built / regeneration halted / poor business performance Scottish Housing Regulator’s comments in 2009 Review: “We see a real dichotomy between GHA’s improvement of services on one hand, and the review of its purpose on the other” “The weaknesses in the review of its purpose mean that GHA does not have a sound base from which to progress” 16
GHA’s journey 3000 90% • Management cost per 88% 2500 unit fell from: £971 to Customer Satisfaction £896 86% • Non-management cost 2000 Transformational Headcount Gain per unit fell from £632 to 84% £610 1500 • No compulsory 82% redundancies 1000 • Excellent industrial 80% relations maintained 500 78% 0 76% 2009 2010 2011 2012 2013 17
90% Customer Satisfaction 85% Staff Satisfaction 18
Our Transformational Journey 19
YES – It’s time to change the rules • Redefining the authorising How do we get our environment – who should teams to have the same be in control? levels of commitment / attendance / loyalty - to • Challenge people to think like us ? challenge themselves – no rules of engagement • Trust yourself – not the “process” • Experiment – “let’s just do this” • Command and Control is risk, not creativity
Where we were
Where we thought we wanted to get to
What we created – no universal customer
Our culture of excellence “We have never been into an organisation that has transformed itself so fundamentally, so quickly, so positively.” “GHA is a credit to Glasgow and Scotland. ” “ We are very impressed with you as an organisation” “We saw strong leadership at every level, right down to your front-line staff – and this is something you don’t see very often” 24
Transformational Gain 3000 90% 88% 2500 Customer Satisfaction 86% Transformational 2000 Headcount Gain 84% 1500 82% 1000 80% 500 78% 0 76% 2009 2010 2011 2012 2013
Future Of The Wheatley Group • £500 million bond issue • Partnership In Edinburgh with Dunedin Canmore • Strong partnerships across the central belt to support communities • Enhancing employability and educational opportunities across our customer base • Progressing completions in our Transformation Regeneration Areas • Increasing supply of affordable and mid market properties meeting customer needs • Extending supply of quality private rented stock • Strong commercial entities ‘ creating profit with a purpose’ • Upper quartile performance across all indicators • Strong voice politically to influence issues that affect our communities
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Questions and Discussion Making excellence a national characteristic of Scotland 29 www.qualityscotland.co.uk @qualityscotland qualityscotland Quality Scotland
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