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8. SOCIETY RESULTS

8.a. Perception measuresPart of the strategy of NSF is our commitment to collaborating, on a voluntary basis and as a responsible citizen, with other NfPO ofthe social sector who share with us a common vision, thus contributing to their welfare with our experience, knowledge and know-how. In line with this commitment, NSF has been focused on society since it was founded, offering its support to individuals and orga-nisations developing projects to the benefit of society at large. However, from the moment “Presence in Society” was identified as anNSF CSF (sub-crit. 2.c), the organisation’s activities in this area intensified, in line with other stakeholders and the quantified goalslaid down in the Balanced Scorecard. A study of European SME in 2002 revealed that only 49% of them claim to be engaged in socially responsible activities. Furthermore,most organisations which co-operate with society do so occasionally rather than as part of their general strategy. In this context, NSFstands at the forefront as an organisation with a strategically and socially defined commitment to the well-being of society.This is borne out by society’s perception of the organisation (sub-crit. 1.c & 8.b). As a consequence of an area for improvement iden-tified through self-assessment against the EFQM model, and after due strategic deliberation on NSF commitment towards Society (sub-crit. 1.c), a series of activities were undertaken to identify society’s (in this case, the Spanish Basque Country’s) perception of the pro-gress made by NSF in this area. A series of focus groups from society (representatives of public and private institutions, NfPO, finan-cial entities, companies, individuals, etc.), all of which, without being NSF customers, are aware of the activities of NSF, were ques-tioned on the contribution of NSF to society to check and assess NSF actions in this field.Results show a positive trend. Lower results values in 2002 are attributable to the fact that the survey scope was broadened to covera wider range of representatives of society. The strategic target is to exceed a value of 90% of people satisfied with all activities under-taken by NSF as a responsible citizen.1. Efficient contribution by NSF to finding career-based employment for young people.

The positive trend in results is attributable to the good results achieved in the areas of training and job placement in recent years.The indicators in place to monitor this are those related to the number of young people found career-based employment in a com-pany (crit. 6 ).

2. NSF is open to people and ideas, operates with a team spirit, has a “we are here tohelp” culture, is innovative and always looking to improve.In this case, positive results trends are a consequence of NSF leaders’ efforts to define,bring together and reach consensus agreement among all NSF people on the organisation’svalues, and their commitment to promoting the delivery of these values by all NSF people(crit. 1).

3. Involvement of NSF in activities to promote business excellence with other entities.As explained in sub-crit. 1.c, NSF commitment to the diffusion of business excellencein other organisations, training of a team of people to deliver this commitment and thecontinuous improvement of the materials used to do so, knowledge pooling of bestpractices and excellent results in the satisfaction level of these organisations are all fac-tors behind society’s perception of NSF as an organisation which promotes excellence(sub-crit. 8.b).

4. NSF support for other organisations through the provision of knowledge and expe-rience.

Evidence is provided in sub-crit. 1.c, 4.a & 8.b of the considerable contribution and sup-port given by NSF to other organisations, all of which leads to the positive results seenhere.

5. NSF is an organisation capable of identifying and developing actions benefitingsociety (sub-crit 1.c & 8.b)

The strategic decision to create and deploy the process “Promote Debate on Social Issues”(“Disseminate Youth Trendwatch XXI Studies” and “Manage Social Responsibility”) ledto a team of people being trained and the following results achieved:

6. Promotion of values to construct societyThe positive results in this area throughout the 22-year history of NSF are attributable to jointactions taken in line with P&S. (Fig.8.a.1.)

7. Overall rating of NSFThis question is asked to compile comparative data against other organisations of the BasqueCountry. The positive trends and sustained satisfaction levels show that, as a direct conse-quence of approach and from the moment “Presence in Society” was classified as a CSF ofP&S, NSF has developed excellent relations with society and met its expectations. (Fig.8.a.2.)

Comparison with other organisations in terms of involvement in societyNSF believes that society’s perception of the organisation in relation to other organisations in ourcommunity represents the best possible external comparison. A specific item on this issue isincluded in the society satisfaction survey. (Fig.8.a.3.)Additionally, the Overall Degree of Satisfaction (ODS) of society with NSF can be comparedwith the same value for other organisations in the Basque Country (Fig.8.a.4.)

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NSF better NSF much better NSF better & much better TARGET

FIG. 8A.3

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External Image of NSF (rated by the organisation’s people)NSF is also interested in measuring the perception our own people have of the organisation’s commitment to society.(Fig.8.a.5.)

8.b Performance indicators. Since Society was identified as a CSF of NSF P&S, and after successive review cycles, the results of the planned actions and processesdescribed in sub-crit. 1.c can now be observed. Findings have confirmed that NSF management of society-related processes is producingsatisfactory results. Our actions are based on the following: Promote Business Excellence Management, Support Other Organisations,Promote Debate on Social Issues, Disseminate Youth Trendwatch XXI Studies, Promote Corporate Social Responsibility, Manage andPromote Volunteers and Communicate externally in Society.Promote Business Excellence ManagementNSF has full confidence in the ability of organisations in the Third Sector to multiply their effects on society if they are managed to EFQMstandards. Over the years, the organisation has therefore centred its commitment to society on helping other NfPO working in a variety ofareas: education, health care, sports and Arts. The data below are proof of the success of this strategy. (Fig.8.b.1.)No. of organisations helped by NSF in the field of business excellence management (the comparison with ASLE takes into account thePPQIS Quality Plan, of which ASLE is the driving force).For the period 1999-2000, the target was set at maintaining the number of organisations who had looked to NSF for advice and know-howon the implementation of a business excellence management system. However, forecasts for 2001 were greatly exceeded due to the suc-cessful results NSF was achieving in this field, and for 2002 and 2003, target figures were established on the basis of spoken and writtenagreements entered into in the last quarter of the previous year. The target now is not numerical (in terms of increasing on the previous year’sfigures) but to respond to the needs and requests of all organisations who contact us for guidance, an approach of commitment to societyrather than business for the organisation.The comparison with XXX (EQA prize winner) is based on the number of organisations which have asked XXX to help them on the pathto excellence.Degree of satisfaction with NSF of those organisations helped by NSF on the path towards business excellenceThis information is gathered by Euskalit through a survey of all those attending training sessions and support for action. NSF scored morethan 8.2 (the limit for excellence set by Euskalit: 10 years’ experience have shown that assessments above that level are rare) for teachingcapability. The target set is to keep scores above 7 in all items and maintain the results achieved, and to become the point of reference forthe following year for these organisations. This target has been met, with results being repeated since 2000.Comparisons are based on an item in the survey which asks for a comparative assessment with other organisations and asks those surveyedwhat organisation they believe is the leader in these matters. Numerous people said NSF. We also present the data provided by Euskalit onother organisations working on the same programmes of support for action in TQ.After a comparative analysis of all the results for 26 teachers on all 20 modules of the Total Quality Management Course, Euskalit namedthe person in charge of disseminating quality at NSFas best-in-class for 2002, and published this fact inits magazine.No. of NSF people trained as assessors against theEFQM business excellence management model(through the Euskalit Assessors’ Club)The target is to maintain or increase the number ofpeople trained as assessors against the EFQMmodel. Over the years, these people have conducteda total of 14 assessments of Basque Country organi-sations, or have provided guidance and advice onself-assessment. There are currently 277 organisa-tions and businesses which between them contribute 554 assessors to the Euskalit Assessors’Club. NSF has 6 assessors, and thus ranks seventh in the Basque Country.

Of the 550 members of the Club, there have been 20 senior assessor appointments in recentyears. These include two NSF people, selected in 2001 and 2002, confirming the leading role ofNSF in terms of depth of knowledge andmaturity in business excellence. Thefeedback from surveys following actionby NSF assessors rates them consistentlyat more than 7/10. This assessment iscarried out by Euskalit, which collectsscores awarded by the rest of the team ofassessors, by the organisation assessedand by Euskalit itself.Support Other OrganisationsNSF describes itself in its Values as an organisation that is open to people and ideas, opera-tes with a team spirit and has a “we are here to help” culture. Its strategy therefore includessupporting organisations which have a commitment to society. From the outset, NSF hasacted as “midwife” at the birth of other initiatives of interest to society. The organisation’scontributions have included providing premises, supporting management, supporting secre- 64

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FIG. 8B.1

YEAR Target 2000 2001 2002 2003TEACHERS: PROFESSIONAL ABILITY 7 8.88 8.6 8.65 9TEACHERS: TEACHING ABILITY 7 8.88 8.8 8.65 9.1USEFULNESS 7 8.12 8.2 7.45 8.3DOCUMENTATION 7 8.41 8.3 7.43 8.4OBJECTIVE 7 8.12 8.2 7.75 8.5ORGANISATION 7 7.18 9 8.33 8.7ODS 7 8.43 8.5 8. 8.7COMPARATIVE RATING ACC. TO STUDENTS (ITEM IN SURVEY) 7 8 7.65 7.4COMPARISON WITH TRAINING FOR ACTION PROGRAMMES BY XXX (AVERAGE ODS/ T. for A.) 7.6 7.8 7.75

1996 1997 1998 1999 2000 2001No. of assessors 1 2 3 3 4 8% of staff 11% 15% 23% 20% 24% 27 %Target 0 1 2 3 4 5Comparative data: XXX 1/623

peopleXXX 5/27

people(18%)

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Promote Events to foment Social Awareness through forums, congresses, seminars, etc.NSF = Ideas + OrganisationAs well as identifying topics of social interest which affect young people and society in general in line with EU directives, NSF alsomanages the involvement of the leading stakeholders in those topics, and seeks to set up partnerships between people, authorities, com-panies and institutions. This work to encourage partnership between the public and private sectors is highly valued by society, and NSFhas been identified as a role model in this area by Bilbao Metrópoli 30 (Association for the Revitalisation of Metropolitan Bilbao). Thetopics discussed at the seminars and congresses held have been of crucial importance: the future of work, an information society forAll, languages and their contribution to peace, corporate social responsibility, etc.The impact of these events on their target audiences has been considerable among those actually present and those connected remotely. The

NSF website received almost 320,000hits in regard to the “Information Societyfor All” congress in 2001, from peopleseeking information on the congress andwishing to following proceedings viavideo-conference.

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tarial work, freeing time for members of the workforce on a voluntary basis, helping to organise events and diffusion activities, andfacilitating business relations. Quantitative records of all these actions have been kept over the years, but a mere measurement of thenumber of organisations supported per year is not enough to measure the importance in terms of benefits for society of the actions ofthose organisations. Even so, it is the only datum that NSF can provide. The comparison here is with XXX, and shows the number oforganisations worked with on a similar basis.Examples of support for other organisations

• Collaboration in the launch of Fundare (Association for the Promotion of Foundations)• Collaboration in the launch of Fundación Troconiz (A foundation working in youth issues in the municipality of Portugalete, Bizkaia)• Collaboration in the launch of the Basque Group of the Spanish chapter of the Club of Rome, which diffuses the studies published by

this prestigious Club.• Collaboration in the launch of the Banco de Alimentos de Bizkaia, which collects surplus non perishable foodstuffs for distribution to

over 150 charitable organisations.• Collaboration with the Fundación Colegio Navarra, an organisation similar to NSF which works in the province of Navarra.• Collaboration with Aula del Mar, an association which seeks to promote education in risk and adventure among young people and the

disabled through the reconstruction of a training ship.• Collaboration in the launch of the Pax Romana international movement of Catholic professionals in the Basque Country, a network of

Catholics who seek to develop programmes of reflection all over the world.• Collaboration in the launch of the UNESCO centre in the Basque Country, which works with UNESCO to disseminate its programmes.• Collaboration in the launch of a volunteer scheme for Fundación Bilbao 700, an organisation promoting the participation of young peo-

ple in cultural events in the city of Bilbao.• Collaboration in the launch of the International Office for Welcoming Foreign Students, an organisation which seeks to welcome and

find accommodation for students arriving at the Basque Country’s two universities from other regions and European countries.No. of organisations supported by NSF (Fig.8.b.2.)Promote Debate on Social Issues: Diffuse Youth Trendwatch XXI Studies, and Manage Corporate Social Responsibility NSF seeks out studies and topics of emerging social interest, and brings them to other groups in society. Beyond its services to youngpeople, public institutions and companies, NSF devotes a large part of its resources to drawing up reports and studies and organisingseminars on various topics requiring reflection and action. Diffuse Studies of Social Interest

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White Paper on Youth, for the Basque Government Sociological Study on Basque YouthPost-graduate courses abroad, for the Bizkaia Savings BankSocio-labour situation for women in Bilbao, for the Bilbao City CouncilSecretariat of the Loyola Project -Basque Youth in Europe. Study of the Real Sociedad Bascongada de Amigos del País Vasco (Royal Society of Friends of the Basque Country)Guide to Postgraduate Studies Abroad, for the BBVA BankStudy on the Labour Situation for women unemployed graduates in the Basque CountryBeginning of the Youth Trendwatch XXI System.Report on the results of a programme to incorporate woman graduates into the labour marketReport on Equal Opportunities

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Events to Promote Social Awareness

Secretariat of the Pax Romana International Congress held in Bilbao Barandiaran Kristau ElkarteaYouth Initiative FairSeminar on self-employmentLinguapax Congress, Unesco EtxeaSecretariat of the International Congress on The Future of Work, held in Bilbao, and organised bythe Club of Rome, Unesco / Ministry of Labour, Basque Government and EU.

1st series of workshops on education and technologySeminar co-organised by NSF on European Strategy on Employment in the Information Society2nd series of workshops on education and technologyEmployment Fair (Leioa, Bilbao)Organisation, management and secretariat of the Workshop/Exhibition entitled “An InformationSociety for All”, held in Bilbao, San Sebastián and Vitoria, and organised by NSF, the Rome Club,Telefónica and the Basque Government.“Ethics and Corporate Social Responsibility”Organised by NSF, AENOR, EU, Basque Govt. Foreign Action Section“Corporate Social Responsibility”

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The target figure of 7/10 was exceeded in all items. Percentage of budget expenditure given over to studies and actions to promote social awareness. The funding obtained by NSFfor matters concerned with commitment to society averaged 12% of the organisation’s total budget in 1998-2000, though the actualfigures fluctuated in line with planning and action each year. The minimum requirement laid down in P&S is 5% investment in pre-sence in society, but more resources are deployed as needs are detected. The fact that an NfPO such as NSF can mobilise such largesums in matters of social interest is of exceptional value.Budget funding deployed for action in society (Fig. 8.b.3)Manage and Promote Volunteers. One of the actions promoted by NSF in favour of society is the setting up of a structured system ofvolunteers to help in events staged in metropolitan Bilbao (Epiphany parade, commemorative events, sports events, solidarity-basedactions, etc.). The number of volunteer actions and the number of volunteers available each year are shown below. The target set eachyear is to maintain the minimum structure of volunteers required to cover the actions planned in the annual BP.Number of Voluntary Actions (Fig. 8.b.4)Number of Volunteers (Fig. 8.b.5)NSF has received the following accolades and awards from society:

• 1996: Work Placement Agency, recognised for public services to employment by the Spanish Labour Ministry• 1997: annual Eduardo Ruiz de Velasco Prize, awarded by an Arts Club• 2000: annual Utopía Prize, awarded to the NSF Founder President, Mr. Txomin Bereciartúa, for services to youth.• 2000: Silver Q for Quality, awarded by the Basque Government through Euskalit, in recognition of achievements in

Quality Management. NSF thus became the first Foundation dedicated to the promotion of youth employment to achie-ve this distinction. As a consequence, NSF automatically became a member of the 400 Club, created by Euskalit as alearning forum for the 40 or so leading Basque Country organisations in the field of business management.

• 2000: NSF was appointed as a permanent member of the Basque Government Youth Observatory.• 2001: Institutional Friend status by the Royal Society of Friends of the Basque Country.• 2002: Acknowledgement on the home page of the institutional website of the Bizkaia Regional Council centred on young

people.• Recognition by the Association for the Revitalisation of Metropolitan Bilbao as a

role model for public and private sector collaboration.NSF contributes to

• Reduction and elimination of waste: recycling of waste paper • Recycling of office furniture (moved to other offices; nothing is wasted)

Since 2000, NSF has set up a systematic structure for recognition of exemplary action bystakeholders. The following people and organisations have received diplomas as Friendsof NSF.

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The figures below are the results of the satisfaction survey on delegates at each year’s edition of the seminars on corporate socialresponsibility.

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Assessment of Seminar "Corporate Social Responsibility"1. Organisation of the seminar2. Contents of the seminar3. Did the seminar help achieve the following objectives?:

3.1. Disseminate the concepts of social responsibility, sustainability and sustainable development and their application in business.3.3. Publicise practical experiences and examples of corporate citizenship practices.

5. Overall degree of satisfaction with seminar?GENERAL AVERAGE

AVGE. 20017.537.007.007.327.117.327.14

AVGE. 20027.777.186.907.217.017.247.15

Athletic Bilbao Football ClubBizkaia Regional CouncilUniversity of DeustoUniversity of the Basque CountryGrupo ArtecheCoinpasaBilbao City CouncilIberdrolaEl CorreoBBK

Juan Manuel SindeKepa RekakoetxeaJuan SalbidegoitiaMikel MadariagaTeresa QuerejazuFederico SolanaJose Luis JiménezFelix Machin

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