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Introducing The EFQM Model (Public)

EFQM is a non-profit foundation, based in Brussels. It was formed in 1988 by a group of leading European organisations. RADAR logic is a simple but powerful tool for driving systematic improvement in all areas of the organisation.

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273 views18 pages

Introducing The EFQM Model (Public)

EFQM is a non-profit foundation, based in Brussels. It was formed in 1988 by a group of leading European organisations. RADAR logic is a simple but powerful tool for driving systematic improvement in all areas of the organisation.

Uploaded by

WSM
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Introducing the EFQM Excellence Model

Prepared by EFQM February 2011

What is EFQM?
EFQMisanonprofit foundation,basedin Brussels. Itwasformedin1988 byagroupofleading Europeanorganisations. Wearethecustodians oftheEFQMExcellence Model. Togetherwithour Europeanpartners,we have30,000member organisations.
2011EFQM

The need for a Model


Giventhecomplexitiesoftodaysinterconnectedworld,isolatedeffortsarenolongereffective.

3 2011EFQM

EFQM Excellence Model 2010


Excellentorganisationsachieveand sustainsuperiorlevelsofperformance thatmeetorexceedtheexpectations ofalltheirstakeholders. Toachievesustainablesuccess,EFQM providesguidancethroughasetof threeintegratedcomponents:
TheFundamentalConceptsof Excellence:Theunderlyingprinciples whicharetheessentialfoundationof achievingsustainableexcellencefor anyorganisation. TheEFQMExcellenceModel:A frameworktohelporganisationsto converttheFundamentalConcepts andRADARthinkingintopractice. RADARlogic:Asimplebutpowerful toolfordrivingsystematic improvementinallareasofthe organisation.

2011EFQM

Developing the Model


CustomerExperience

Alignment
OrganisationalAgility

Leadership
ProcessOptimisation

Diversity
TalentManagement
StakeholderFocus

Sustainability
ManagingChange ResourcePlanning

Creativity
InvestingintheFuture

EmployeeEngagement

Innovation
CorporateGovernance
OperationalEfficiency

ResultsDriven

Flexibility
2011EFQM

The Fundamental Concepts of Excellence

2011EFQM

Concept Definitions (1)


AchievingBalancedResults
ExcellentorganisationsmeettheirMissionandprogress towardstheirVisionthroughplanningandachievinga balancedsetofresultsthatmeetboththeshortandlong termneedsoftheirstakeholdersand,whererelevant, exceedthem.

AddingValueforCustomers
Excellentorganisationsknowthatcustomersaretheir primaryreasonforbeingandstrivetoinnovateandcreate valueforthembyunderstandingandanticipatingtheir needsandexpectations.
2011EFQM

Concept Definitions (2)


LeadingwithVision,Inspiration&Integrity
Excellentorganisationshaveleaderswhoshapethefuture andmakeithappen,actingasrolemodelsforitsvalues andethics.

ManagingbyProcess
Excellentorganisationsaremanagedthroughstructured andstrategicallyalignedprocessesusingfactbased decisionmakingtocreatebalancedandsustainedresults.

2011EFQM

Concept Definitions (3)


SucceedingthroughPeople
Excellentorganisationsvaluetheirpeopleandcreatea cultureofempowermentforthebalancedachievementof organisationalandpersonalgoals.

NurturingCreativity&Innovation
Excellentorganisationsgenerateincreasedvalueandlevels ofperformancethroughcontinualandsystematic innovationbyharnessingthecreativityoftheir stakeholders.

2011EFQM

Concept Definitions (4)


BuildingPartnerships
Excellentorganisationsseek,developandmaintain trustingrelationshipswithvariouspartnerstoensure mutualsuccess.Thesepartnershipsmaybeformedwith customers,society,keysuppliers,educationalbodiesor NonGovernmentalOrganisations(NGO).

TakingResponsibilityforaSustainableFuture
Excellentorganisationsembedwithintheirculturean ethicalmindset,clearvaluesandthehigheststandardsfor organisationalbehaviour,allofwhichenablethemto striveforeconomic,socialandecologicalsustainability.

2011EFQM

RADAR
DefinetheRESULTS youwanttoachieve aspartofyour strategy. Developanintegrated setofAPPROACHES thatwilldeliverthese results.

ASSESS&REFINEthe approachesbasedon analysisoftheresults achievedandlearning activities.

DEPLOYthe approachesina systematicway.

2011EFQM

EFQM Model Criteria


TheEFQMExcellenceModelallowspeopletounderstandthecauseandeffect relationshipsbetweenwhattheirorganisationdoes(theEnablers)andtheResultsit achieves. TheModelisnonprescriptiveandcanbeappliedtoanyorganisation,regardlessof size,sectorormaturity. Toachievesustainedsuccess,anyorganisationneedsstrongleadershipandclear strategicdirection.Theyneedtodevelopandimprovetheirpeople,partnerships andprocessestodelivervalueaddingproductsandservicestotheircustomers.

2011EFQM

Enabler Criteria (1)


Leadership
Excellentorganisationshaveleaderswhoshapethefutureandmakeit happen,actingasrolemodelsforitsvaluesandethicsandinspiringtrust atalltimes.Theyareflexible,enablingtheorganisationtoanticipateand reactinatimelymannertoensuretheongoing successofthe organisation.

Policy&Strategy
Excellentorganisations implementtheirmissionandvisionbydeveloping astakeholderfocusedstrategy.Policies,plans,objectivesandprocesses aredevelopedanddeployedtodeliverthestrategy.

People
Excellentorganisationsvaluetheirpeopleandcreateaculturethatallows themutuallybeneficialachievementoforganisational andpersonalgoals. Theydevelopthecapabilitiesoftheirpeopleandpromotefairnessand equality.Theycarefor,communicate,rewardandrecognise,inawaythat motivatespeople,buildscommitmentandenablesthemtousetheirskills andknowledgeforthebenefitoftheorganisation.

2011EFQM

Enabler Criteria (2)


Partnerships&Resources
Excellentorganisationsplanandmanageexternal partnerships,suppliersandinternalresourcesinorderto supportstrategyandpoliciesandtheeffectiveoperation ofprocesses.

Processes,Products&Services
Excellentorganisationsdesign,manageandimprovetheir processes,productsandservicestogenerateincreasing valueforcustomersandotherstakeholders.

2011EFQM

Results Criteria (1)


CustomerResults
Excellentorganisationsdevelopandagreeasetof performanceindicatorsandrelatedoutcomesto determinethesuccessfuldeploymentoftheirstrategyand supportingpolicies,basedontheneedsandexpectations oftheircustomers.

PeopleResults
Excellentorganisations developandagreeasetof performanceindicatorsandrelatedoutcomesto determinethesuccessfuldeploymentoftheirstrategyand supportingpolicies,basedontheneedsandexpectations oftheirpeople.

2011EFQM

Results Criteria (2)


SocietyResults
Excellentorganisations developandagreeasetof performanceindicatorsandrelatedoutcomesto determinethesuccessfuldeploymentoftheirsocietaland ecologicalstrategyandrelatedpolicies,basedonthe needsandexpectationsoftherelevantexternal stakeholders.

KeyResults
Excellentorganisationsdevelopandagreeasetofkey financialandnonfinancialresultstodeterminethe successfuldeploymentoftheirstrategy,basedonthe needsandexpectationsoftheirkeystakeholders.

2011EFQM

The Model in Action


Manage& Motivate People Reduce Recruitment Costs ReviewReward &Benefits Manage Customer Relationship ReduceSupply ChainCosts Productivity

Employee Engagement Turnover %Leads Converted

Define& Manage Change

Strategy

GenerateSales Repurchase Rate

SupplierCosts

Manage Budgets& Cashflow Improve Profitability Outsource NonCore Processes

DevelopNew Offerings Improve Process Efficiency

TotalExpenses Energy Consumption %Profit Waste


2011EFQM

Thank you
info@efqm.org www.efqm.org

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