Harnessing staff ideas for improving efficiency and quality: CAF-based self-assessments in Hessen in Germany

Learning points

The three CAF self-assessments within the strategic unit of the Agency and the first complete self-assessment in 2011, which included all eight service units, showed:

- It is important to involve the top managers, service heads and staff council from the very beginning in the self-assessment process.

- All staff need to be aware of the objectives and the benefits of the CAF self-assessment.

- In particular, it is important that 'quality champions' promote the CAF and Total Quality Management within the organisation – and with passion.

- The assessments need to be interpreted clearly to make sure that the resultiing improvement activities are widely accepted.

- The acceptance of the use of the CAF is based on the results of the assessment process.

In the meantime, the Agency has streamlined the way CAF self-assessments are run. There is now one central CAF manager and CAF managers in each of the eight service units who meet on a regular basis to evaluate the assessment process and to coordinate new assessment processes.

The CAF method has also been used in an adapted form to evaluate the implementation of the nine principles of a new organisational development concept with 120 senior managers – this proved to be very valuable. Our Agency is very happy to talk about with other agencies about our CAF experience and the self-assessment method that we developed inhouse.

About this case study

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costs and savings

learning points

further information

Main Contact

Gerd Köhler

Vice-President

Agency for Land Surveys and Geo-Data of the State of Hessen

E-Mail:

gerd.koehler@hvbg.hessen.de

Gerd Koehler wrote this case study for Governance International on 29 January 2013.