Case Study
Customer
Tanzanian Government - Public Sector
Customer's main objective
- To create a 'pool' of local experts across different Government Agencies in the use of the Excellence Model as a management tool and improvement framework for their own 'modernisation' programme
Feedback comments
"Facilitation by highly qualified professionals in the technique of BEM"
"Good sense of humour from the facilitators"
"Participatory, hands on approach helped to grasp the concept of EFQM"
"Good sense of humour from the facilitators"
"Participatory, hands on approach helped to grasp the concept of EFQM"
Approach
- We aimed to educate and train 40+ senior Government people over two 5 day courses using a mixture of tailored Assessor level material and our own hints and tips about improvement generally
- This was introductory assessor training for our attendees and our first trip to Tanzania: our flexible approach stood us in good stead. We did not assume too much about the exact day to day timings beforehand, but used 'review and refine' planning time each evening to ensure the next day became more relevant for our students
- We researched local customs prior to arriving and took great care to help our students be at ease immediately and that the right environment was created for them in which to learn. This involved using local examples, e.g. some slides using Swahili, Tanzanian football illustrations, etc.
- We engaged all attendees through case study exercises involving syndicate and plenary sessions. We also provided opportunities for individuals from different Government Agencies to speak about their own great experiences using the Excellence Model, e.g. Airport Authority, Wildlife Service
Outcomes/benefits
- Every attendee reached a very high level of understanding of the Excellence Model and all had a clearer picture about how they could take that learning back to their Agency and do something with it; in fact we would have been happy to have any of the attendees working on an assessment team with us
- We discovered how much we got out of the whole experience ourselves. The people were so attentive, eager to learn, devoid of cynicism and a real pleasure to be with
- We decided to put something back from our time there and sponsored the setting up of teaching libraries in 10 village schools near to where we were training in Morogoro
Summary of our role
- Design, development and production of a 5 day training course based upon the Excellence Model together with improvement tools
- Delivery of 2 courses, back to back
- Creation of the optimal environment for learning and the enthusing of attendees to take those learnings back to their Agencies and to do something with them
