KO-model

This model is derived from the INK-model, which is designed specifically for governmental organisations. The INK-model and the KO-model are similar to each other but differ in some aspects. First, 'policy and strategy' is the central point of interest in the KO-model, which is termed 'leadership' in the INK-model. This is because of the social context wherein a government operates. Second, the INK-model has a point of interests which focuses on the 'customer and supplier' and 'society'. In the KO-model, they split these points differently, because there is a point of interest focussed on the appreciation of the target group (e.g. citizens, the National government), but also third parties (e.g. other councils or parties who are not directly the target group but with whom the organisation collaborates). And finally, the finances have a different role, because governmental organisations have to be characterised by both integrity and openness.

An organisation is successful if there is a cohesion on and growth in all ten areas (see fig. 13 on the next page). This model is a tool for dealing with the dynamics and complexity inside and outside an organisation and has different uses in practice. The model serves four different functions (INK, 2011):

1. reference framework: which means that the model is used to classify aspects of an organisation; 2. diagnosis model: to reveal the strengths and points of improvement within an organisation;

3. model of development: on the basis of ambitions and strategic goals, the model is applied for setting in improvements;

4. management model: here the model is used as planning- and control tool to regain grip on the process and development within an organisation.

This model has 10 points of interests, which are illustrated in the figure on the following page. The main question in the organisation area is: what are the goals and what the means are for achieving these goals. The result area is focused on evaluation and producing input for improvement and renewal. The connection between these two areas is the basis of improvement and eventually success.

Management Employees Finance Information Appreciation of employees Appreciation of target groups Appreciation of external actors Policy &

strategy Processes End results

Learning & improving

Organisation Result

FIGURE 13: KO-MODEL (BESTUURSACADEMIE NEDERLAND, N.D.)

The development of quality takes time. The development in an organisation involves a number of different stages: Phase 1: activity oriented: The emphasis is on the implementation of the activities. There is no shared vision and control on the internal quality of the organisation. A description of the organisation processes is possible in this phase.

Phase 2: process oriented: The primary processes are controlled. The organisation has a clear and shared vision about the way its processes are controlled, how the employees are involved and how the means are used. The separated process steps are described and the tasks and responsibilities are set out. Performance indicators are established for the primary process, on basis of these measurements improvements will be made.

Phase 3: system oriented: People on all levels work in a systematic way to improve the primarily process. The PDCA-cycles is applied on both the primary process and in the support and steering processes. The performance indicators are established for all the processes, which are regularly evaluated and modified. The appreciation of clients, management, financiers and society influences the policy of an organisation significantly. The main focus of this phase is the prevention of problems instead of fixing problems.

Phase 4: network oriented: The policy of an organisation is established in close cooperation with its partners. Partners are compared to select the one most suitable to the task. Also, the evaluation of the policy is done together with the partners. Innovation is the most important element of this phase.

Phase 5: improvement and renewal: The process of improvement of the organisation is rooted in the organisational structure and culture. There is an anticipation in new trends (social changes and new legislation). Because of the wide vision, innovation can start in an earlier stage and the cooperation with partners can be adjusted. Quality is not only the responsibility of the organisation itself, but of its partners as well.

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First of all, the KO-model is adapted to the governmental organisation setting. Second, the KO-model is focused on various stakeholders and complex processes because not only ten points of interest are taken into account, but the development of implementation is closely monitored as well. Second, by setting out the current position of the organisation using these ten points of interest, areas of improvement can be defined and the strategy can be adapted to the new situation. It is a convenient tool to evaluate the situation, which could eventually lead to faster processes. Third, the KO-model focuses on the process-, input- and output steering as well as en points of interests and therefore has a broad range of application. Fourth, the model looks at both the network and employees and gives more flexibility and creativity to the employees. Fifth, the KO-model is a widely used model in governmental organisations in the Netherlands. The KO-model is both bottom up and top down. Hardjono & Bakker (2006, p.31) argue that everyone should have the possibility to hold anyone accountable (vertical and horizontal), because in such a way a collective success is a collective performance as well. Finally, the KO-model has developed a common language, which makes it easier for employees to discuss the model.

Disadvantages

First, the model provides only a diagnosis of the organisation and does not provide the tools to convert the points to development in concrete points of action to improve the quality of the organisation (Kerklaan en Hoogendijk, 2004). It is difficult for an organisation to develop their own tools of improvement by themselves. Because of this, the focus is more on the organisation itself than on the customer. Consequently, it is almost impossible to succeed with the continuous quality improvement. As a result it is almost impossible to get the certificate for continuous improvement, because an organisation cannot prove that they fulfil the requirements for passing the certificate. Second, the KO-model is a complex model with the 10 points of interests and 5 development stages. It costs a lot of time, energy and discussion to translate the KO-model to a specific organisation and needs external help as well.