1

23 October 2003 Patrick LYNAM

Chairman, Agency Group for

Excellence

EUROCONTROL Agency Journey to Excellence &

Self Assessment

2

EUROCONTROL is the European Organisation for the Safety of Air Navigation.

Founded in 1960 by 6 States, now 31 Member States.

Our prime objective is the development of a seamless, pan-European air traffic management (ATM) system.

Our staff is made up of more than 30 nationalities.

We have experts in many aspect of ATM (Technical, Operational and Human Factors).

EUROCONTROL

3

EUROCONTROL States Germany

Albania

Austria

Belgium

Bulgaria

Cyprus

Croatia

Denmark

Spain

Finland

France

Greece

Hungary

Ireland

Italy

The Former

Yugoslav Republic of Macedonia

Luxembourg

Malta

Moldova

Monaco

Norway

Luxembourg

The Netherlands

Portugal

Slovak Republic

Czech Republic

Romania

The United

kingdom

Slovenia

Sweden

Switzerland

Turkey

4

EUROCONTROL is harmonising and integrating Air Navigation Services in Europe, aiming at the creation of a European Air Traffic Management

System, in order to achieve the safe, orderly, expeditious

and economic flow of air traffic throughout Europe.

Main Objective

5

Our Journey to Excellence-1

The first initiatives to formalise Excellence in the Agency started in 1996 with the set up of the Agency Quality Group.

A Quality Policy was signed of by the DG in 1997.

EUROCONTROL joined the European Foundation for Quality Management in 1997.

The responsibility to deliver the agreed objectives was with the Directorates.

6

Our Journey to Excellence-2

In 2001 the revised Agency Excellence Policy was approved and the Agency Group for Excellence (AGE) created.

In 2002 the cross-Agency approach to Excellence was decided on.

The Agency will apply for the EFQM “Recognised for Excellence” Award in 2005.

7

8

Excellence Policy Benefits-1

Improved Business Planning Process.

Stimulated Performance Management and development of KPIs.

Customer Focus and management of the Customer Results.

Cross Agency Staff Satisfaction Surveys.

9

Excellence Policy Benefits-2 Structured approach to identify and address

Areas for Improvement.

Provides objective and quantitative appraisal of the organisation.

Easier to benchmark with other organisations.

Enabler of Change.

10

Our Stakeholders will judge performance at the level of the Agency.

Resource savings will be achieved by re-use of knowledge and experience.

A consistent approach will be evident throughout the Agency.

The Agency culture will be strengthened by the involvement of staff on Agency-wide projects.

It will contribute to the positive Agency image and to the pride of belonging to it amongst all staff.

Why an Agency Approach?

11

How we manage Continuous

ImprovementGENERAL MEETING of

DIRECTORSMr. Massimo Fusco

Champion Director forExcellence

Agency Group forExcellence

AGE

Staff SatisfactionSurveys Task Force

Customer SatisfactionSurveys Task Force

R4E ApplicationProject Task Force

12

Our methods for Self-Assessment

Award Simulation (4 Business Units/Directorates)

Questionnaire/Workshop ( 3 Business Units/Directorates)

Matrix (1 Business Directorate)

Our aim is to evolve to the Award Simulation approach cross Agency

13

1. Set up of the R4E-TF May 2003

2. Development of Project Charter July 2003

3. Profile the Organisation Sep 2003

4. Develop first version of submission documentbased on the Assessment reports produced by all Directorates Dec 2003

5.Training of EFQM Assessors Ongoing

R4E Major Milestones -1

14

6. External validation of the submission

document Dec 2003

7. Application for R4E with EFQM 3Q 2004

8. Submission for the R4E Award 3Q 2005

9. EFQM Assessors site visit 3Q 2005

10.R4E Award 4Q 2005

R4E Major Milestones -2

15

Thank You