3 8 Syndicate Exercise Excellence Model Objectives To

3. 8 Syndicate Exercise – Excellence Model Objectives: To gain further understanding of the EFQM Excellence Model Tasks: 1. Individually consider and agree as a team, for each statement in 3. 9 • the criterion part to which you consider it primarily applies • The other criterion parts in which you would expect to find statements or data relating to it. Record on flipchart for presentation to tutor in syndicate 2. Discuss and resolve with your tutor any issues arising from the EFQM Excellence Model EAT Assessed_en_V 6/2006 for Manual © EFQM

3. 9 ‘Submission’ document statements Statements Criterion part Related Criterion parts 1. We now aim to proactively contact our customers twice a year by telephone to check what improvements we can make and how satisfied they are with our service 2. We work with our network provisioning partner Netcom on an ongoing basis to generate new and innovative networking technologies. One example of this is the Netsmart switching system 3. Our Chief Executive schedules open meetings to see as many of the staff as possible whenever he visits our sites throughout Europe. He uses these to update staff on developments, take questions and listen to concerns 4. The average number of repairs carried out per technician has doubled over the last 5 years and now compares favourably with world-class performance in our industry 5. Our newly developed appraisal system has now been implemented in over 50% of our locations. Feedback from staff suggests that the new system addresses the weaknesses our people identified in the old system 6. Network utilisation rates are currently running at 95% in peak periods. This compares with 75% 3 years ago. The European average for the industry is currently 93% 7. Network performance data is analysed and used to update our Network evolution strategy, a key strand in our overall business strategy and plans 8. Our brand loyalty levels remain buoyant with 87% of our customers indicating intent to purchase more network capacity from us in the short to medium term 9. Corporate governance, including the management of risk is important to us. Our board personally review our corporate management processes annually and make changes based on prevailing conditions and trends 10. Processes are designed to ensure effective delivery of the current strategic priorities; designs are reviewed, improved and augmented as necessary in the light of changes to strategic plans EAT Assessed_en_V 6/2006 for Manual © EFQM

4. 4 Syndicate Exercise – RADAR Objectives: Discuss and resolve any issues linked to RADAR Tasks: 1. Individually consider and agree as a team, for which RADAR element(s)/attribute(s) each of the statements in 4. 4. 1 and 4. 4. 2 provides evidence. Record on flipchart for presentation to tutor in syndicate 2. Discuss and resolve any issues arising from the RADAR assessment system. List up on flipchart any unresolved issues for discussion with tutor Output: 1. Completed RADAR assessment exercises 4. 4. 1 and 4. 4. 2 recorded on flipchart for presentation by one team member to tutor in syndicate 2. List on flipchart any unresolved issues concerning the RADAR assessment system for discussion EAT with. Assessed_en_V 6/2006 tutor for Manual © EFQM

4. 4. 1 Attributes Exercise - Enablers ‘Submission’ document statements 1. 2. 3. 4. 5. Our overall approach to internal communications was developed based upon the views of our employees. It is used throughout the organisation and our employee survey results show that it is used effectively. We carried out a benchmarking exercise on our products development process, which links to our strategy development one and which was introduced several years ago following a pilot exercise. We have made a number of changes to our Finance Control process. The reason why we control all our IT requirements centrally is that by doing it this way we can standardise our approach across all our business units. We consider that giving regular feedback to our staff on their performance is very important. EAT Assessed_en_V 6/2006 for Manual © EFQM

4. 4. 2 Attributes Exercise - Results ‘Submission' document statements 1. 2. 3. 4. 5. We have no results on partnerships as we do not consider them to be important to our business Our market share has been declining over the past 3 years because of new entrants, but it has decreased less rapidly than our main competitors. Results of 4 of our key processes have shown good improvements in efficiency, nearly meeting our stretch targets and fast approaching the level set by our competitors. Following our benchmarking exercise against the best in our sector we have succeeded in reducing the defect rate by a factor of ten. The only financial result we feel we need to report is our profitability, which continues to exceed market expectations. EAT Assessed_en_V 6/2006 for Manual © EFQM

5. 8 Syndicate Exercise – Key Factors Objectives: To agree an organisational model for the case study organisation and a presentation of Key Factors, in order to encourage an holistic view. Tasks: 1. Discuss and agree the organisational model (slide 5. 3) for your case study organisation. Capture on flipchart 2. Discuss and agree Key Factors for each of the 5 categories for your case study organisation. 3. Prepare a presentation to be given to a representative of the case study organisation (your tutor) which covers: • • • The scope of the assessment (e. g. number of sites, number of people, what is included and what is not Key Factors in each of the 5 categories Clarification questions you wish to ask around the Key factors Outputs: 1. Organisational model 2. Presentation to tutor on Key factors EAT Assessed_en_V 6/2006 for Manual © EFQM

7. 3 Syndicate Exercise – Key Themes Objectives: To agree an initial list of key themes in order to encourage an holistic view Tasks: 1. Working individually review your list of key themes 2. Discuss and list on a flipchart the team view of potential key themes 3. Put the flipchart on wall, for amendment and refinement after each exercise Outputs: Initial list of key themes EAT Assessed_en_V 6/2006 for Manual © EFQM

8. 4 Syndicate Exercise – Reaching Consensus Objectives: To practice using the RADAR assessment system and consensus reaching techniques Tasks: 1. Agree with your tutor the criterion-parts to be assessed 2. Develop consensus on strengths, areas for improvement, site visit subjects and scores, for these criterion-parts; recording them on flipcharts 3. Refine the list of Key Themes in the light of your discussions 4. Discuss lessons learnt about consensus reaching and record them on a flipchart Outputs: 1. Agreed lists of strengths, areas for improvements, site visit subjects and scores for each of criterion-parts, for presentation to tutor in syndicate 2. Updated list of Key Themes 3. List of lessons learnt from the process for presentation in plenary by one member of your team EAT Assessed_en_V 6/2006 for Manual © EFQM

9. 5 Syndicate Exercise – Site Visits Objectives: To practice using the RADAR assessment system, using consolidation and consensus reaching techniques and practice identifying site visit subjects. Tasks: 1. Agree the criterion parts to be assessed with your tutor, and who will consolidate which. 2. Make a photocopy of everyone’s scorebook (excluding scores) for the relevant criterion parts. 3. Working as allocated, produce a suggested consolidated list of strengths, areas for improvement and site visit subjects for the relevant criterion parts. 4. Present the consolidated lists to the rest of the team. Develop a team consensus, including scores. 5. Formulate the site visit questions for the agreed list of site visit subjects. 6. Refine the Key Themes list in the light of your discussions. 7. Discuss lessons learnt in the process and capture on a flipchart. Outputs: 1. Agreed list of strengths, areas for improvement, site visit subjects and scores for each criterion part. 2. List of site visit questions. 3. Updated list of Key Themes. 4. List of lessons learnt. EAT Assessed_en_V 6/2006 for Manual © EFQM

10. 5 Syndicate Exercise – Feedback Reports Objectives: To practice using the RADAR assessment system, using consolidation and consensus reaching techniques and the writing of detailed feedback. Tasks: 1. Agree the criterion parts to be assessed with your tutor, and who will consolidate which. 2. Make a photocopy of everyone’s scorebook (excluding scores) for the relevant criterion parts. 3. Working as allocated, produce a suggested consolidated list of strengths, areas for improvement, site visit subjects and scores for the relevant criterion parts. 4. As a team critique and amend the sentences using a process described by your tutor, then develop a final team consensus. 5. Refine the Key Themes list in the light of your discussions. 6. Discuss lessons learnt in the process and capture on a flipchart. Outputs: 1. Agreed list of strengths and areas for improvement in well written sentences and related scores for the relevant criterion parts. 2. Updated list of Key Themes. 3. List of lessons learnt. EAT Assessed_en_V 6/2006 for Manual © EFQM

11. 1 Key Themes exercise – about 40 min • Teams re-visit and finalise their list of key themes • Select top two strong points and top two points for improvement • Prepare a short presentation (max 2 minutes)* covering the four selected points * The assumption here is an impromptu meeting between a team member and the CEO for the case study organisation. The team member then explains some key conclusions from the assessment EAT Assessed_en_V 6/2006 for Manual © EFQM