EFQM Excellence Model Levels of Excellence Learning Edge

EFQM Excellence Model & Levels of Excellence Learning Edge - July 05

Agenda • The EFQM Model reflected in Levels of Excellence • Examples of improving results/performance from R 4 E projects • Examples of improving results/performance from C 2 E

EFQM Levels of Excellence Overview EQA Recognised for Excellence Committed to Excellence • • • Based on the full EFQM model 75 page submission in English Team of 4 - 8 International Assessors Consensus and full Site Visit Enhanced Feedback 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 Two stage process, assessment and site visit Supported by one Validator Recognition based on implementation of an improvement plan (no points)

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

Common features of all Levels 1. Based on feedback 2. Delivered to a common standard AND…

Common features of all Levels 3. Based on the Model & RADAR

The Model + R 4 E 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

Examples of R 4 E 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

Examples of R 4 E 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 R 4 E asks organisations to look at and describe their processes, at the same time he highlighted improvement opportunities for us • Achieving R 4 E increased our standing & prestige in the context of EU integration and as a group of well managed European organisations

Examples of R 4 E 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

The Model + C 2 E 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

Analysis & Action Plan time Execution & Follow-up of Action Plan Version 1 Site visit 1 day Version 2 12 pages 6 – 9 months external internal performance The C 2 E Process

Examples of C 2 E 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

Examples of C 2 E 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 didn’t normally see. Improved Key performance results because of increased sales.

Examples of C 2 E 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

General Benefits of applying the Model through C 2 E • 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 (logo’s, certificates, database entry and newsletter mention)

General Benefits of applying the Model through R 4 E • 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 (logo’s, certificates, database entry & newsletter mention)