“CAF 2020 Total Quality Management framework – A Tool for Revamping Public Administrations in the Post COVID Era”, November 23-25 (EIPA, Maastricht)

The Common Assessment Framework (CAF) is a total quality management tool (TQM) based on the European Foundation for Quality Management (EFQM) Excellence Model and the quality management model of the German University of Administrative Sciences in Speyer. CAF has been specifically designed for the development of TQM in public-sector organisations, starting with a self-assessment of their performance.

Since the launch of the first version of the CAF in 2000 until the most current version in 2020, over 4,000 organisations in many European countries, EU institutions and non-EU countries have implemented this quality framework. The reason for this is that the CAF is a free quality management model that enables public institutions across the globe to boost, transform and efficiently manage their performance. The CAF is also evidence-based and, as a living quality management tool, can partner with other tools and methodologies (such as human-centred design and agile management) during the optimisation of processes and services in any single public institution.

The CAF has proven to be the ultimate tool to improve quality in your organisation and make sure it is prepared for future crises. There has therefore never been a better time to learn about the CAF 2020 developments and gain practical insights into the model itself and its correlation with human-centred design and agile management. You will be invited to apply the knowledge and skills you have gained, and you will receive a playbook (used materials) with personalised tips for your own organisation’s improvement.

At the end of this course, participants will have a clear understanding of:

  • the CAF 2020 quality model itself, and the self-assessment process;
  • major characteristics of ISO and EFQM and how they relate to the CAF and vice versa;
  • roles in the CAF process and communication structure;
  • how to implement the CAF 2020;
  • how to communicate, follow up and measure CAF successes;
  • how to prioritise improvement actions on a short, medium and long-term basis in the CAF 2020;
  • the place of the CAF and the CAF 2020 within the different models used for TQM in the public sector;
  • how to apply for Procedure on CAF External Feedback (PEF) and prepare for the PEF on-site visit;
  • the requirements for the PEF auditor’s work and the feedback report;
  • how to introduce human-centred design and agile management along with the CAF process in the institution;
  • get insight into present and upcoming global challenges and discuss how to prepare for them (with the aim of ensuring resilient institutions).

Course methodology/highlights:

The programme will be implemented through a variety of practical examples, skills practice, case studies, group work and plenary sessions in an open and friendly setting at EIPA’s premises in Maastricht, the Netherlands. Group lunches and coffees will offer the ideal setting to exchange good practices and network with your peers from all over Europe.

Learn more here.