DISSEMINATION CONFERENCE ATHENS 15th February 2008
Q.A. in TRAINING Change Management Review
The case Study of Banca CR Firenze Group
Mario Spatafora
CQAF Model
Planning (purpose & plan)
Review
(feedback and procedures for change)
Methodolog y
Evaluation & Assessment
Implementation
METODOLOGY
The Educational Area Mission & PLANNING Q.A. Policy Company’s Goals Market Challenges IMPLEMENTATION
Processes & Procedures Priorities’ Management ASSESSMENT REVIEW / Change Management
The Educational Area
SupportS
Organizational changes Training strategies
TRAINING CENTRE PHASES
Planning Implementation
ISO 9001:2000 System
Since october 2003 – renewed in 2006.
Evaluation Review
Educational Area
Mission
Transparent “Quality Issues Policy”
Appropriate training offer Educational & professional activities
Q.A. POLICY
PLANNING IMPLEMENTATION
knowledge & competences
Professional carrier path TRAINING Market
COMPANY’S GOALS
Professional development through Education & Training
To manage the Changes
Motivation Professionality Flexibility Creativity
Quality Assurance System
COMPANY COMPETITIVE ADVANTAGE Elements: Q. A. processes Empowerment Efficacy Efficiency COMPANY QUALITY CULTURE LEARNING ORGANIZATION
Processes & Procedures
Organizational Developm. H.R. Management
◊ Ad hoc Training courses
PROCEDURES: THE 4 “C” ◊ Culture & Training needs analysis ◊ Census of knowledge ◊ Census of competences ◊ Customer satisfaction
PRIORITIES’ MANAGEMENT
HR & I.C.T. Infrastructures Inter-company courses Teachers & Trainers Documentation Assessment of quality
Assessment
Services’ quality Customers satisfaction Staff professionality Training Productivity Structures
CHANGE MANAGEMENT
Market evolution Customers needs Management of non-conformity Data analysis Monitoring & Assessment
REVIEW
CORRECTIVE & PREVENTIVE ACTIONS
AD-HOC REPORT
Activities & projects Planning Description of performances Goals achieved Improvement plans
Q. A. CONCLUSIONS:
Census of technical knowledges Census of competences Analysis of the results Assessment of performances Internal selection
THANK YOU FOR YOUR ATTENTION
Mario Spatafora