The Drive for Excellence Claire Ford Chief Executive

Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright ©

Excellence as a Cultural Value Leadership emphasis Message credibility Peer involvement Employee ownership “Leadership

Sustainable Improvement Requires Pressure for Change & A Clear Shared Vision & Making excellence

When Any One of These is Missing + Pressure for Change A Clear Shared

What are the foundations of your organisation built on? Making excellence a national characteristic

Fundamental Concepts of Excellence Making excellence a national characteristic of Scotland Copyright © Quality

The Model & RADAR The EFQM Excellence Model asks “what the organisation is doing

EFQM: An Overarching Framework Leadership Forum People Investors in People Health & Safety Processes,

Your thoughts • What is the greatest strength of your organisation • What is

European Best Practice Making excellence a national characteristic of Scotland Copyright © Quality Scotland

Get your own holistic view for your organisation www. equipforexcellece/Advanced and select Equip Preview

What are the Benefits of a holistic Framework? Involved staff at all levels Developed

Quality Scotland Background • • • Vision Founded in 1991 Membership based charity EFQM

Questions? Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright

Copyright disclaimer. All rights reserved. No part of this work may be copied, reproduced,

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Excellence as a Cultural Value Leadership emphasis Message credibility Peer involvement Employee ownership “Leadership has shown enthusiasm and commitment that has trickled down through the organisation. ” Senior Development Executive Harvard Business Review April 2014 Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www. qualityscotland. co. uk @qualityscotland Quality Scotland

Sustainable Improvement Requires Pressure for Change & A Clear Shared Vision & Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Capacity for Change & Actionable First Steps 4

When Any One of These is Missing + Pressure for Change A Clear Shared Vision + + A Clear Shared Vision + Capacity for Change + + Capacity for Change Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM + Actionable First Steps + = Bottom of the “In Tray” = A fast start that fades out = Anxiety, Frustration = Haphazard efforts, false starts 5

What are the foundations of your organisation built on? Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www. qualityscotland. co. uk @qualityscotland Quality Scotland

Fundamental Concepts of Excellence Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www. qualityscotland. co. uk @qualityscotland Quality Scotland

The Model & RADAR The EFQM Excellence Model asks “what the organisation is doing to make sure it is an excellent organisation? ” RADAR asks “how well is the organisation doing it? ” Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM

EFQM: An Overarching Framework Leadership Forum People Investors in People Health & Safety Processes, Products & Services Mentoring Coaching Open Door Policy Communication Strategy Strategic Plans Pest & SWOT Policy deployment Upward Appraisal Service Level Agreements Six Sigma Lean Customer Relationship Mgt Partnerships & Resources Benchmarking Partnerships Knowledge Mgt Investments Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM People Results Staff surveys Training Hours Focus Group results Customer Results Customer surveys Complaints Focus Groups Customer Awards Society Results Business Results Key Performance Indicators Customer Service Excellence Investors in People Financial Indicators Project Costs Environment Community surveys Press Coverage Donations www. qualityscotland. co. uk @qualityscotland Quality Scotland

Your thoughts • What is the greatest strength of your organisation • What is the greatest area for improvement • What is stopping improvement taking place Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www. qualityscotland. co. uk @qualityscotland Quality Scotland

Get your own holistic view for your organisation www. equipforexcellece/Advanced and select Equip Preview Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www. qualityscotland. co. uk @qualityscotland Quality Scotland

What are the Benefits of a holistic Framework? Involved staff at all levels Developed skills to adapt to change To focus on and measure the right areas Increased Stakeholder Engagement Implemented efficiency savings Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM Development of KPI’s Identified unseen blocks in workflow www. qualityscotland. co. uk @qualityscotland Quality Scotland

Quality Scotland Background • • • Vision Founded in 1991 Membership based charity EFQM National Partner Organisation Facilitation not Consultancy Work with all sectors 260+ members “To make excellence a national characteristic of Scotland” What We Do Training Facilitation Webinars Advice & Guidance Networking Workshops Benchmarking support European Recognition Case Studies We connect our members with others across Europe & beyond Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM www. qualityscotland. co. uk @qualityscotland Quality Scotland

Copyright disclaimer. All rights reserved. No part of this work may be copied, reproduced, distributed, revised, modified or adapted without the prior written consent of Quality Scotland Foundation. Licences issued by the Copyright Licensing Agency or any other reproduction rights organisation do not apply. If any unauthorised acts are carried out in relation to any copyrighted work, Quality Scotland Foundation reserves its full rights to take any further action required. Copyright in this work is owned by Quality Scotland Foundation and the European Foundation for Quality Management (“EFQM”). Where the copyright in the work is owned by EFQM, it is clearly indicated as such. If not indicated on a specific slide, copyright is owned by Quality Scotland Foundation. Additionally and specifically, Quality Scotland Foundation acknowledges the ownership and copyright by EFQM with respect to the EFQM Fundamental Concepts, Excellence Model and RADAR referenced in this work and the graphics and words associated with them. In accordance with sections 77 and 78 of the Copyright Designs and Patents Act 1988, Quality Scotland Foundation and EFQM assert their rights to be credited in respect of the works. Any reproduction of the works must carry the name of Quality Scotland Foundation and/or EFQM (whichever is appropriate) together with a copyright notice. Quality Scotland 28 Drumsheugh Gardens Edinburgh EH 3 7 RN 0131 225 5765 info@qualityscotland. co. uk www. qualityscotland. co. uk Quality Scotland is a registered Scottish Charity, No. SCO 40316 Making excellence a national characteristic of Scotland Copyright © Quality Scotland Foundation Copyright © EFQM