EFQM Overview

1
(No Transcript)
2
European Foundation for Quality Management
EFQM, a not-for-profit membership foundation, is
the creator of the EFQM Excellence Model, manages
the European Quality Awards, and is a resource to
European organisations on business and continuous
improvement disciplines, tools and techniques.
3
Agenda

• EFQM Overview
• EFQM Today
• Public Sector activities
• EFQM Local Government Prize

4
Presenting EFQM

• EFQM Explained
• 14 Organisations
• Vision and Mission
• Current Members
• The Benefits
• Use of the EFQM Excellence Model
• Implementing Organisational Excellence
• Our Activities
• Management Practice Studies
• Model Related Recognition
• Networking and Member Services

5
Origins of EFQM

• To stimulate and, where necessary, to assist
  management in adopting and applying the
  principles of organisational excellence
• To improve the competitiveness of European
  Industry and to close the gap of competitiveness
  between Europe and US/Japan
• Supported by the European Commission in The
  European Quality Promotion Policy

"the battle for quality is one of the
prerequisites for the success of your companies
and for our competitive success". - Jacques
Delors, EC President
EFQM Explained
6
The Very Beginning

• Founded in 1989 by 14 leading European
  organisations
• ? BT plc ? KLM - Royal Dutch Airlines
• ? Robert Bosch GmbH ? Nestlé AG
• ? Bull SA ? Philips Electronics NV
• ? Ciba-Geigy AG ? Ing. C. Olivetti C.S.p.A.
• ? Dassault Aviation ? Renault
• ? AB Electrolux ? Gebr. Sulzer AG
• ? Fiat Auto Spa ? Volkswagen AG

EFQM Explained
7
Key Milestones
EFQM Excellence Model launched
Creation of Benchmarking Services
Creation of SME Award with EC support
Launch of Excellence One and Levels of Excellence
present
1989
1991
1992
1995
1996
1999
2001
Fundamental revision of Model
First EQA in Madrid presented by King of Spain
Creation of Public Sector Award with EC support
Creation of Network of National Partners
EFQM Explained
8
Vision and Mission
VisionA world in which organisations in Europe
excel
MissionTo be the driving force for sustainable
excellence in organisations in Europe
Objectives A place to share, investigate and
validate management practices that make a
difference A variety of routes to business
improvement and development Recognition of
progress in organisational excellence through
the EFQM Levels of Excellence
EFQM Explained
9
Membership Growth

• 14 members in our first year
• Over 750 members today!
• Rate of 70 new members each year
• Introduction of National Partners
• Across all Sectors
• private, public, non-for-profit
• all sizes, all industries
• Across the Globe
• All European countries
• Now extended to non-European organisations

EFQM Explained
10
EFQM Members by Country
1
Cyprus 2 Malta1 South Africa 1 The Netherlands
Antilles 1 United Arab Emirates 3 Iran 1
7
17
750 Members in 2003
40
14
11
6
35
2
11
9
87
7
182
4
8
4
1
51
67
10
8
2
28
11
1
1
56
26
4
6
1
16
3
EFQM Explained
11
National Partner Organisations

• Network of 25 NPOs
• Austrian Association for Quality
• Bbest
• Center for Ledelse
• Center for Excellence Finland
• Mouvement Français pour la Qualité
• DGQ Deutsche Gesellschaft für Qualität
• Hellenic Management Association
• Associazione Italiana per la Qualità
• Excellence Norway
• Associaçao Portuguesa para a Qualidade
• Club Géstion de Calidad
• Swedish Institute for Quality
• Swiss Association for Promotion of Quality
• Turkish Society for Quality
• British Quality Foundation
• Centre for Competitiveness
• Quality Scotland Foundation
• Wales Quality Centre

• Czech Society for Quality (New!)
• Hungarian Quality Development Centre (New!)
• Polish Centre for Testing and Certification
  (New!)
• Metrology Institute of the Republic of Slovenia
  (New!)
• Ukrainian Association for Quality (New!)

EFQM Explained
12
Who is using the Model?

• More than 20,000 organisations across Europe
• 60 of Europes largest 25 companies
• 9 of the 15 European companies in the FTs 50
  Worlds Most Respected Companies in 2002
• More than 10,000 SMEs
• 20 out of the 50 Eurostock companies

? The EFQM Excellence Model is a registered
trademark of EFQM
The Benefits
13
Who is using the Model?

• More than 18 different Excellence-related Awards
  throughout Europe
• European Quality Award
• Austrian Quality Award
• Belgian Quality Award
• Danish Quality Award
• Irish Business Excellence Awards
• Finnish Quality Award
• French Quality Award
• Ludwig Erhard Award
• Italian Quality Award
• INK Prize (based on Model)
• Northern Ireland Quality Award
• Norwegian Quality Award
• Excellence Award, Portugal
• Scottish Award for Business Excellence
• Swedish Quality Award
• Esprix Swiss Quality Award for Business
  Excellence
• UK Business Excellence Award
• National Quality Award Turkey

? The EFQM Excellence Model is a registered
trademark of EFQM
The Benefits
14
Importance of Excellence

• EFQM-derived Common Assessment Framework has been
  adopted by Public Sector
• Fundamental Concepts

The Benefits
15
The Impact of Excellence

• Does Quality impact the Bottom-Line?
• Study shows that stock prices of award winners
  increased by an average of 114 over a five-year
  period

• Winners improved sales by 69, total assets by
  79
• Award winners outperformed benchmarks on
  operating income by 56

The Benefits
Source Vinod Singhal, TQM Boosts the bottom
line, April 2002
16
Triangle of Activities

• Three interrelated activities shaping an
  integrated, organisational framework underpinned
  by the EFQM Excellence Model
• Management Practice Studies
• Model-related Recognition Activities
• Networking opportunities Member Services

Our Activities
17
Model Related Recognition
The EFQM Excellence Model
Management Practice Studies
Networking Member Services
Our Activities
18
Management Practice Studies
Access to a live repository of Management
Practices gathered through Benchmarking and
Networking

• Management Practices
• Excellence One
• Good Practices and Benchmarking

The EFQM Excellence Model
Our Activities
19
Management Practices

• Electronic Good Practice Studies provide
• A comprehensive, interactive, online learning
  platform for Performance Excellence
• Cutting-Edge Quality Management News on the
  latest ideas and validated practices
• Insights from the best organisations
• Over 600 pages on key management practices
• Discussion Forums and Virtual Communities of
  Practice to connect peers and specialists
• Benchmarking Good Practice Database
• Actual Reports from EQA Winners and Finalists
• Select by country, sector, company

Our Activities
20
Management Practices

• Physical Good Practice Studies provide
• An independent provider of Benchmarking Services
  at a Pan-European level
• Ability to help others with the transfer and
  adoption of Management Practices
• Common Interest Days
• Benchmarking Groups
• Benchmarking Study Projects
• How-to Workshops
• Fast Track Benchmarking
• Research Consortia

Our Activities
21
Model Related Recognition
Promoting European-wide learning about the value
of Organisational Excellence

• Levels of Excellence
• European Assessor Training Courses
• Refreshing the Model
• Self-Assessment Training

The EFQM Excellence Model
Our Activities
22
Deploying the Model

• EFQM multi-level recognition programme featuring
  the European Quality Award as the pinnacle
• Harmonisation of national and regional awards
• Sector-specific guidelines and Awards
• Model-related training programmes
• Research on the concept of Organisational
  Excellence
• Model-related materials including licensed
  training materials
• Printed Publications in major European Languages
• Electronic - Intellectual Property Agreement for
  Intranet use for our member organisation
  deployment

Our Activities
23
Levels of Excellence

Based on the full EFQM model

Max of 75 page submission in English

Team of 4 - 8 International Assessors

Consensus and Site Visit

Enhanced Feedback
EQA

Recognition at around 550 points

Based on the full EFQM Model

51 page structured submission in the
local language

3 - 5 Assessors

Consensus and Site Visit

Feedback Report at criteria level

Recognition at 400 points

Based on the 9 criteria of the Model

12 page Action Plan in the local language
Committed to Excellence

Two stage process, assessment and site
visit

Supported by one Validator

Recognition based on implementation of
an Action Plan

Our Activities
24
Networking Member Services
Enhancing networking and sharing opportunities on
route to business improvement and development

• EFQM Events
• Communities of Practice

The EFQM Excellence Model
Our Activities
25
Member Services

• Free individual access to Excellence One
• 10 subscriptions for A Member
• 5 subscriptions for B Member
• 2 subscriptions for C Member
• 1 subscription for D Associate Member
• Use and disseminate freely the EFQM Excellence
  Model inside your organisation
• Free access to the EFQM Benchmarking Good
  Practice Database
• Validated Self-Assessment Methods
• EQA Assessor (professional development)

Our Activities
26
Member Services

• CEO Round Tables
• EFQM Forum
• Learning Edge Conference
• Training Licences
• Model-related educational programmes
• National Member Groups
• Targeted Newsletters
• Member-driven EFQM magazine
• Preferential rates for publications, training
  courses

Our Activities
27
Networking

• Communities of Practice
• Drive Communities of Practice to monitor and
  develop good practices on a topic, in a sector,
  or for a function
• Virtual Communities of Practice
• Join our VCoPs which enable you to discuss with
  your peers and collaborate on documents together
  on-line
• EFQM Events
• All EFQM Events, such as the Forum, Learning
  Edge, Benchmarking activities, and Training,
  provide opportunities to meet peers experts

Our Activities
28
Communication

• EFQM News
• Monthly newsletter sent by PDF to all Members
• Can be placed on your Intranet
• Making Best Use of Membership
• Monthly Topic
• Networking
• EFQM Internal News
• Calendar of Events
• EFQM Website
• Member Section
• Benchmarking Reports
• Representative Directory
• Membership Events

29
General Inquiry about EFQM

• Marketing Member Relations
• Melissa Rancourt Head of Department
• Vinciane Beauduin beauduin_at_efqm.org
• Françoise Thomas thomas_at_efqm.org
• Geni Luengo luengo_at_efqm.org
• Alexis Willems willems_at_efqm.org
• Patricia Bilteryst bilteryst_at_efqm.org
• General request
• info_at_efqm.org
• Tel [phone]
• Fax [phone]

30
EFQM Today
31
Activities News

• New and updated Publications
• EFQM Excellence Model Large Org, SME, Public
  Sector
• Assessing for Excellence
• Fundamental Concepts
• Introducing Excellence
• Case Studies Future Bank and Spectrum
• New Case Study Mid-East Police
• Assessment Training Courses
• New Self-Assessment Course
• New European Assessor Training
• New pass/fail criteria for Assessed version
• Roll-out to National Partner Organisations
• European Quality Award
• 210 Award Assessors in 2003, 30 New
• Raising the standards - Set of Criteria for an
  Assessor

32
Activities News

• Good Practice Visit Programme
• 6 visits in 2004
• Members-only, Low cost
• Benchmarking Activities
• Benchmarking Group
• How-to Workshops
• Benchmarking, Balanced Scorecard, Six Sigma
• Scenario Planning
• Risk Management
• Good Practice Database
• Recently updated to last EQA applications
• Excellence One
• Peer Assist to connect you to benchmarking
  partners

33
Activities News

• Research
• Above the Clouds
• Future Studies Project
• Deciding on the Future of Work
• Feeding the next generation Model development
• CEO Round Tables
• Opportunity for Member CEOs to network and share
  practices

34
Press

• Press Related Events
• Press Page on web site EFQM in the News Press
  Releases
• ISO in collaboration with EFQM produced a special
  ISO magazine dedicated to EFQM/ISO
• EFQM was part of a business segment on EuroNews
  in March 2003
• Press programme for Helsinki Forum 2003 included
  visit to Finnish companies from journalists
• Press programme for Berlin Forum 2004 currently
  being developed

35
Promotion

• Promotion opportunities for Members
• Exhibition booths available for EFQM Members
• EFQM Forum
• EFQM News
• Success Stories always welcome
• Description of New Members
• Listing of companies attaining Recognised for
  Excellence and Committee to Excellence
• Excellence One -- always looking for content on
  organisations applying successful management
  practices

36
External Relationships

• European Commission
• Involved in project to assess and audit activity
  of Information and Communication at the EC
• Part of EC Working group for tools for CSR
• Worked with EC to have Common Interest Day on CSR
• Corporate Social Responsibility
• Working with Global Compact
• Writing guidelines to manage CSR with Model
• Development Programme with United Nations

37
Public Sector
38
Public Sector Steering Group

• Improving Public Sector Performance Group
• Consist of 4 sub-groups Communities of
  Practice
• Education
• Health
• Government
• Academic Board
• Mission to promote and support improvements by
  the use of Excellence Concepts in Public Sector
  Organisations

39
Communities of Practice

• Education
• Forum for people within the Education community
• Main focus are networking and partnership
  development, benchmarking, research and
  evaluation
• Health Sector
• Forum for Health care services organisations
• Hospitals, public health systems, general
  practitioners, specialists, laboratory
  technicians, dentistry, pharmacy, mental health
  care, home care, private care services, doctors,
  nurses, midwives, therapists and academics

40
Communities of Practice

• Local and Central Government
• Provide a pan European networking forum
• While facing some very country specific issues,
  there is also a number of common topics, problems
  and practices to share
• Academic Board
• Group of universities who run the European
  Masters Programme in TQM
• Annual Summer School

41
Contact Person

• Public Sector
• Public Sector Advisory Team
• Mr Jack Hudson
• Mrs Carolina Sanchez
• PublicSector_at_efqm.org

42
EFQM Local Government Prize
Sponsored by CISCO, HP and CGEY
43
LGP - Objectives

• To
• Extend the knowledge involvement of Local
  Government in continuous Business Improvement  
• Support E.U. initiatives relating to
  eGovernment 
• Accelerate the adoption of eGovernment with Local
  Authority Regions 

44
LGP Overall Process

• 2 Levels of Recognition
• Based on EFQM Levels of Excellence scheme and
  E-Readiness tools
• Culminates in annual European Prize/Prizes

45
LGP Process Level 1

• Apply to NPO/invited to apply for Committed to
  Excellence (C2E)
• Undertake E-Readiness
• Successful at both - receive national recognition
• Possible referral for European Prize at level 1

46
LGP Process Level 2

• Apply to NPO/invited to apply for Recognised for
  Excellence (R4E)
• Undertake E-Readiness
• Successful at both - receive national recognition
• Possible referral for European Prize at Level 2

47
LGP European Prize

• NPOs and EFQM nominate best applicants from
  National Levels
• Citation forwarded to Jury
• Jury EFQM, Sponsors and EC representative
• Jury select prize winner/winners at each level
• Presented during annual EFQM Forum

48
LGP Applicants Benefits

• Structured methods for identifying strengths and
  areas for improvement and implementing
  improvements
• Financial assistance through sponsorship to
  implement processes and gain recognition
• Processes fit with requirements from ALL
  governments to identify improvements and improve
  services and performance

49
Contact Person

• EFQM Local Government Prize
• Project Advisor
• Mr René-Charles Tisseyre
• tisseyre_at_efqm.org
• Mrs Margot Van Zon
• vanzon_at_efqm.org

50
(No Transcript)
51
European Foundation for Quality Management
EFQM, a not-for-profit membership foundation, is
the creator of the EFQM Excellence Model, manages
the European Quality Awards, and is a resource to
European organisations on business and continuous
improvement disciplines, tools and techniques.