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Total quality management policy and the training of trainers (and instructors) at the VDAB Total quality management policy and the training of trainers (and instructors) at the VDAB Dublin, 28 February 2008 Walter Dobbelaere www. vdab. be 0800 30 700

Outline 1) VDAB 2) WHAT ABOUT QUALITY IN VDAB CC 3) TOTAL QUALITY MANAGEMENT Outline 1) VDAB 2) WHAT ABOUT QUALITY IN VDAB CC 3) TOTAL QUALITY MANAGEMENT 4) TTT AND TQM 5) LESSONS TO BE LEARNED 6) CONCLUSION/SUGGESTIONS www. vdab. be 0800 30 700

VDAB 216. 762 Brussels 5. 995. 553 992. 041 3. 368. 250 Languages: Dutch, VDAB 216. 762 Brussels 5. 995. 553 992. 041 3. 368. 250 Languages: Dutch, French, German Population: 10. 355. 844 Wallonia www. vdab. be 0800 30 700 Flanders

VDAB = Flemish Service for employment and vocational training VDAB offers a broad, effective VDAB = Flemish Service for employment and vocational training VDAB offers a broad, effective and modern package of services for employers, employees and jobseekers in employers the two areas of results The VDAB competence centres (VDAB CC) provide vocational training www. vdab. be 0800 30 700

VDAB KEY FIGURES 2006 Employees in CC 4. 231 1. 440 Including trainers Staff VDAB KEY FIGURES 2006 Employees in CC 4. 231 1. 440 Including trainers Staff Assistance 1. 009 124 (incl 15 on TQM) 317 Training hours VDAB Training hours partners Training jobseekers Training of employees Competence centers 8. 896. 768 6. 195. 016 93. 634 48. 169 68 www. vdab. be 0800 30 700

VDAB Numbers of training courses in 2006 Service sector Social Profit Construction Metallurgical industry VDAB Numbers of training courses in 2006 Service sector Social Profit Construction Metallurgical industry Transport Logistics Professional cleaning services Industrial automation Hotel and catering Ports- Maritime – Shipping Sales Electricity Graphic techniques Surveillance Clothing manufacture Wood Primary sector Food Environment Diamond Textiles Chemical industry www. vdab. be 0800 30 700 19. 518 6. 752 2. 865 2. 343 1. 967 1. 649 1. 341 1. 302 997 874 760 559 533 393 351 319 165 155 93 34 33 1

WHAT ABOUT QUALITY IN VDAB CC Quality management is an organizational strategy and a WHAT ABOUT QUALITY IN VDAB CC Quality management is an organizational strategy and a method of management, which involves all employees and seeks to improve continuously the efficacy of an organization regarding customer satisfaction. CEDEFOP, 1998 www. vdab. be 0800 30 700

WHAT ABOUT QUALITY IN VDAB CC How to look at quality of VET - WHAT ABOUT QUALITY IN VDAB CC How to look at quality of VET - Product quality? - Process quality? - Client approach (needs, expectations, goals, who is the client? ) - Costs/added value → integrated approach is needed www. vdab. be 0800 30 700

WHAT ABOUT QUALITY IN VDAB CC delivers training Training = service Quality of service WHAT ABOUT QUALITY IN VDAB CC delivers training Training = service Quality of service ≠ quality of goods Services Goods • An activity or process • Intangible • Simultaneous production and consumption: customers participate in production • Heterogeneous • Cannot be kept in stock • A physical object • Tangible • Separation of production and consumption: customers do not normally participate in production • Homogeneous • Can be kept in stock Training • Consumption leads to further developed competences www. vdab. be 0800 30 700

WHAT ABOUT QUALITY IN VDAB CC • Quality is a concern of everybody in WHAT ABOUT QUALITY IN VDAB CC • Quality is a concern of everybody in VDAB CC → integrated approach • Quality of services is subjective • Training in VDAB is a service delivered by trainers to adults → focus on customer results in al labour market context • Customer satisfaction about training: satisfaction = perceived service (training) expectations • Management problem: which satisfaction indicators? - (commercial/public) services? - education? - LLL? - Labour market policy? www. vdab. be 0800 30 700

WHAT ABOUT QUALITY IN VDAB CC Example of quality indicators (quality dimensions) in services/training WHAT ABOUT QUALITY IN VDAB CC Example of quality indicators (quality dimensions) in services/training Serv Qual OECD, principle elements of good governance Key aspects of quality management in vocational training - Reliability - Assurance - Empathy - Responsibility - Tangibles - Accountability - Transparency - Efficiency - Responsiveness - Forward vision - Rule of law - Customer centred - Quality policy - Responsibility, authority and communication - Resources provision and management - Competent human resources - Infrastructure and working environment - Product planning and realisation - Design and development - Buying process - Control of the follow up and measuring devices - Customer’s satisfaction www. vdab. be 0800 30 700

TQM in VDAB uses the EFQM-model www. vdab. be 0800 30 700 www. efqm. TQM in VDAB uses the EFQM-model www. vdab. be 0800 30 700 www. efqm. org

WHAT ABOUT QUALITY IN VDAB CC Illustration of different ways of looking at quality WHAT ABOUT QUALITY IN VDAB CC Illustration of different ways of looking at quality Goal: training of jobseekers; 7/10 must to have a job Results of JS Expectations Training ends in a job = quality Developing = training + seeking a job + having job www. vdab. be 0800 30 700 Results of GOV Expectations 7/10 = quality

TQM in VDAB All quality models can be transformed into other models as required TQM in VDAB All quality models can be transformed into other models as required by the situation (i. e. 6 M’s in the Ishikawa diagram for an integrated approach of Q of training) Measurements Material Man (People) Training Mother Nature (Environment) www. vdab. be 0800 30 700 Methods Machines

TQM in VDAB Look at the 6 M’s from a didactic model as a TQM in VDAB Look at the 6 M’s from a didactic model as a baseline for all those who are directly involved in the process of training delivery VDAB didactic process with 4 key elements (preknowledge) Training goals Interdependence of key elements Training methods www. vdab. be 0800 30 700 Evaluation of Process product

TQM in VDAB MEASUREMENTS • VDAB values: equality, social justice, respect, empathy social responsibility, TQM in VDAB MEASUREMENTS • VDAB values: equality, social justice, respect, empathy social responsibility, social involvement • Partnerships with social partners (applying sectoral standards) • Complaint management • Public Service Agreement for VDAB CC puts forward: - participation rate for target groups - employment rate www. vdab. be 0800 30 700

TQM in VDAB MEASUREMENTS • 2 times/year measurement of customer satisfaction index (6 elements) TQM in VDAB MEASUREMENTS • 2 times/year measurement of customer satisfaction index (6 elements) Satisfaction about: trainer, programme, training delivery, planning, waiting time, facilities • Capacity planning & waiting time management (queuing system) • 10% of working time of trainers goes to competence development (TTT, peer groups, projects, etc) www. vdab. be 0800 30 700

TQM in VDAB TRAINERS (MEN) • Change HRM into a competence management for trainers TQM in VDAB TRAINERS (MEN) • Change HRM into a competence management for trainers • The basics: job profiles (E); evaluations (E); competence profiles (L); dynamic competence development oriented on organisational goals (T) Train the trainer programmes meet competence management for trainers • Most important: - start! - and use the Deming wheel PDCA www. vdab. be 0800 30 700

TQM in VDAB TRAINERS (MEN) – general indications on • Competence clusters for a TQM in VDAB TRAINERS (MEN) – general indications on • Competence clusters for a VET trainer were developed in several EU projects (Leonardo). • Also USA research on trainer competencies leads to competence clusters. • Spectrum of professions: VET-teacher, VET trainer, HRD specialist VET-Schools Teaching Consulting Work floor • 20% trainer/teachers competences are determined by job position • 80% of competences are common www. vdab. be 0800 30 700

TQM in VDAB Examples of competence clusters of training specialists Outcome of Competent-Sys. Trainer TQM in VDAB Examples of competence clusters of training specialists Outcome of Competent-Sys. Trainer Leonardo da Vinci Project No 2003 -B/03/B/F/PP 144. 340 1. Coaching learning and development process 2. Coaching adults 3. The own field of study 4. Planning and organisation 5. Innovation and development 6. Cooperation T. Caravan, C. Hogan Making training & development work, P. Mc Lagan 1996 Competence clusters for HRD-specialist E. Biech Training for dummies ASTD 1. Learning needs analysis 2. Diagnostics 3. Subject expertise 4. Business/commercial awareness 5. Developing and delivering learning solutions 6. Teamwork 1. Strategic advisor 1. Training needs analysis 2. Designing training concepts/programmes 3. Planning organising delivering training 4. Inter professional development 2. Systems designer and developer 3. Organization change consultant 4. Organization design consultant 5. Learning program specialist 6. Instructor/facilitator 7. Individual development and career consultant 8. Performance consultant 9. Researcher www. vdab. be 0800 30 700

TQM in VDAB TRAINERS (MEN) Performance management Areas of performance Desired Competences Mission statement TQM in VDAB TRAINERS (MEN) Performance management Areas of performance Desired Competences Mission statement Individual objectives Gap analysis Follow up Evaluation TTT Evaluation Job profile Competence management Adapted from ? Quintessence Consulting Belgium www. vdab. be 0800 30 700

TQM in VDAB TRAINING METHODS → An ideal method does not exist → The TQM in VDAB TRAINING METHODS → An ideal method does not exist → The challenge is to use the right method, at the right time, place, for the right trainee → Looking for the optimal method Organisational competence = development of methods, instruments and processes www. vdab. be 0800 30 700 Trainer competence = knowing when to use which methods and mastering them

TQM in VDAB MOTHER NATURE (environment) VDAB has ISO 14001 certificate Environmental care management TQM in VDAB MOTHER NATURE (environment) VDAB has ISO 14001 certificate Environmental care management in CC: • Waste reduction • Energy reduction (gas oil and electricity) • Promotion of public transport for staff and trainees • Recycling material • Water reduction and saving • Reduction of the use of dangerous goods www. vdab. be 0800 30 700

TQM in VDAB TRAINING MATERIAL + TRAINING MACHINES Strong dependence on budget for investments, TQM in VDAB TRAINING MATERIAL + TRAINING MACHINES Strong dependence on budget for investments, maintenance, replacement Nevertheless focus on the expectations of the trainees → Develop material and machine policy and communicate to staff and clients → Involve of trainers in decision making about training material (needs, nice-to-haves) → Control the use of training material → Maintenance: focus on performance and safety of machinery www. vdab. be 0800 30 700

TQM in VDAB Elements of an integrated HR-model (Flemish Ministry) www. vdab. be 0800 TQM in VDAB Elements of an integrated HR-model (Flemish Ministry) www. vdab. be 0800 30 700

TQM in VDAB Wheel of competence (from Quintessence Consulting – Belgium) used by the TQM in VDAB Wheel of competence (from Quintessence Consulting – Belgium) used by the Flemish Government www. vdab. be 0800 30 700

TQM in VDAB Q-labels in VDAB • EFQM (K 2 B) • ISO 14001 TQM in VDAB Q-labels in VDAB • EFQM (K 2 B) • ISO 14001 • ISO 9001 (car mechanic) • ISO 9001 (car body repair) • ISO 9001 (forklift drivers) • Auto. Cad Authorised training centre • International authorised training centre for Welding (IWF) • Sisco certified training centre www. vdab. be 0800 30 700

Costs of TQM • Audit preparation & reports • Audits • Q-staff • Project Costs of TQM • Audit preparation & reports • Audits • Q-staff • Project costs to get a label • Operational costs of structural Q-measurement and reporting ROI: in the next budget years www. vdab. be 0800 30 700

Lessons to be learned • TQM starts at the top of the organisation • Lessons to be learned • TQM starts at the top of the organisation • Use a Q-model (EFQM or other) as a mirror and starting point • To get a certificate = organisational dynamics of improvement • To keep a certificate = process of continuous improvement and maintenance of processes • To get a certificate for (sub) divisions of sub identities = focused boost on improvement of particular processes www. vdab. be 0800 30 700

Conclusions/suggestions 1) TTT must be integrated in a competence management system for trainers 2) Conclusions/suggestions 1) TTT must be integrated in a competence management system for trainers 2) Since VET-trainers work all over the EU a common European competence profile does exist. It (or a competence framework) should become a EU standard 3) Get a Q-certificate/label The process of getting and keeping, starting a culture of permanent improvement throughout the organisation 4) Go for a certificate for your competence management system of trainers: Pressure to fill up the missing links 5) Do not overestimate your Q-budget but do not forget it! www. vdab. be 0800 30 700