EFQM Excellence Model

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EFQM Excellence Model Levels of
ExcellenceLearning Edge - July 05
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Agenda

• The EFQM Model reflected in Levels of Excellence
• Examples of improving results/performance from
  R4E projects
• Examples of improving results/performance from C2E

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EFQM Levels of Excellence Overview

Based on the full EFQM model

75 page submission in English

Team of 4 - 8 International Assessors

Consensus and full Site Visit

Enhanced Feedback
EQA

Recognition at around 600 points

Based on the full EFQM Model

50 page structured submission in the
local language or via workshop approach

3 - 5 Assessors

Consensus and basic Site Visit

Feedback Report at criteria level

Recognition at 400 points

Based on the 9 criteria of the EFQM Model

12 page SA summary improvement plan
Committed to Excellence

Two stage process, assessment and site
visit

Supported by one Validator

Recognition based on implementation of
an improvement plan (no points)

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Main Objectives of the scheme

• Provide clear milestones on the journey to
  Excellence
• Maximise the number of organisations applying the
  fundamental concepts principles of the EFQM
  Excellence Model
• Provide practical products and services that help
  organisations improve
• Provide consistent, European-wide recognition
  delivered by EFQM its National Partners

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Common features of all Levels

• 1. Based on feedback

2. Delivered to a common standard
AND
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Common features of all Levels
3. Based on the Model RADAR
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The Model R4E

• The EFQM Excellence Model is reflected in the
  Recognised for Excellence process as follows

• Assessment against the 32 criterion parts RADAR
• Written feedback against the 9 criterion parts
• Must score above 400 points after a site visit to
  be successful

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Examples of R4E Improving results/performance 1

• Public Sector Organisation - UK
• Our assessment was good for Key Performance
  Indicators but low for others
• Assessment showed that although highly focused on
  all Stakeholders in our approaches, measurement
  was not being undertaken to reinforce this
• Measuring in all areas and getting good feedback
  will help us with our image and ensure we are
  focusing on the right areas for stakeholders

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Examples of R4E Improving results/performance 2

• 2. Production Company - Poland
• Preparing for the assessment was motivating for
  our people and that increased satisfaction, which
  in turn has an impact on production
• The process for R4E asks organisations to look at
  and describe their processes, at the same time he
  highlighted improvement opportunities for us
• Achieving R4E increased our standing prestige
  in the context of EU integration and as a group
  of well managed European organisations

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Examples of R4E Improving results/performance

• Telecom Services - Various
• Assessment highlighted gaps in Assessment and
  Review of processes
• Projects were set up to review performance
  including benchmarking
• Improvements in process performance led to
  improved Key Performance Results

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The Model C2E

• The EFQM Excellence Model is reflected in the
  Committed to Excellence process as follows

• Assessment against the 9 criterion parts
• Validation of improvements using RADAR
• Written feedback for each improvement action
• All three improvements must pass a profile to be
  successful

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The C2E Process
internal
performance
time
Analysis Action Plan
Execution Follow-up of Action Plan
Site visit 1 day
Version 1 12 pages
external
Version 2 12 pages
6 9 months
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Examples of C2E Improving results/performance 1

• Service Company - Spain
• Action - to develop a set of job specific
  training plans and evaluation
• Improvement understanding the current state and
  implementing training and development to cover
  gaps
• Impact on Results improved people satisfaction
  and improved performance because people are
  better equipped to deliver targets

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Examples of C2E Improving results/performance 2

• 2. Telecoms Company Czech Republic
• Action Develop and deliver a Data Roadshow
• Improvement Communicate to the companies people
  on a wide basis regarding products and services
  available
• Impact on Results improved people satisfaction
  because they had access to people through the
  Roadshow they didnt normally see. Improved Key
  performance results because of increased sales.

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Examples of C2E Improving results/performance 2

• 3. Government Organisation - Belgium
• Action Develop a performance Management System
• Improvement Changes in reporting mean
  quantitative and qualitative measures now
  required
• Impact on Results improvement in business
  planning leading to improved overall management
  of the organisation and consequently on
  performance results

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General Benefits of applying the Model through C2E

• Identification of Organisations strengths and
  areas for improvement assessed against the most
  widely used management framework
• Structured process for identifying, prioritising,
  documenting and implementing improvement activity
• Feedback from external Validator on the
  implementation of the projects
• Where successful, recognition (logos,
  certificates, database entry and newsletter
  mention)

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General Benefits of applying the Model through R4E

• External identification/validation of your
  Organisations strengths, areas for improvement
  score profile by fully trained assessors using a
  proven management framework
• Written feedback helping you to improve the
  quality of input to your business planning
  process
• Where successful, recognition (logos,
  certificates, database entry newsletter mention)

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