EFQM ExcEllEncE OnE TOOlbOOk

Table of contents

About this book 13How it works? 14EFQM Excellence Model 15

LeadershipTool#: 01 Asking effective review questions 8Tool#: 02 “Managing by wandering about” MBWA 10Tool#: 03 Effective listening skills 12Tool#: 04 How to be a good effective coach 14Tool#: 05 Creating a Mission statement 16Tool#: 06 Creating a Vision statement 18Tool#: 07 Planning change 20Tool#: 08 Force field analysis 22Tool#: 09 How to help people during change 24Tool#: 10 Strategic partnering 26Tool#: 11 Handling conflict 28Tool#: 12 Crisis Management 30Tool#: 13 Communicating under pressure 32Tool#: 14 Staying healthy under pressure 34

Policy and StrategyTool#: 01 Long Term planning checklist 38Tool#: 02 Fact finding mission 40Tool#: 03 SWOT Analysis 42Tool#: 04 Organisation scorecard 44Tool#: 05 Process scorecard 56Tool#: 06 Tree Diagram 48Tool#: 07 Catch-ball 50Tool#: 08 Deployment and implementation review checklist 52Tool#: 09 Measurement system checklist 54Tool#: 10 Metric checklist 56

PeopleTool#: 01 Conducting employee surveys 60Tool#: 02 Running Focus Groups 62Tool#: 03 Developing a communications plan 64Tool#: 04 Developing an action/improvement plan 66Tool#: 05 The CV development tool

www.efqm.org/excellenceone • 5

68

1

6 • www.efqm.org/excellenceone

Tool#: 06 Creating SMART objectives 70Tool#: 07 Giving effective feedback 72Tool#: 08 Asking for and receiving feedback effectively 74Tool#: 09 Team forming 76Tool#: 10 Team feedback 78Tool#: 11 Dealing with enablers and barriers 80Tool#: 12 Saying goodbye 82

Partnership and ResourcesTool#: 01 Red tag 86Tool#: 02 Red tag board 88Tool#: 03 5S Audit: Manufacturing 90Tool#: 04 5S Audit: Office 92Tool#: 05 5S Radar graph 94Tool#: 06 Technology Identity card 96Tool#: 07 Technology/Stakeholders matrix 98Tool#: 08 Make versus buy Checklist 100Tool#: 09 Critical Success Factors for developing Partnership 102Tool#: 10 Monitoring partnerships 104

ProcessesTool#: 01 Improvement activity charter 108Tool#: 02 Helicopter view of the organisation 110 Tool#: 03 Helicopter view of processes 112Tool#: 04 Key process selection matrix 114Tool#: 05 Process mapping at activity level 116Tool#: 06 Identification of customer expectations 118 Tool#: 07 Customer satisfaction analysis 120Tool#: 08 Listening to your customer 122Tool#: 09 Process activity /customer requirement matrix 124Tool#: 10 Process mapping 126Tool#: 11 Check-sheet 128Tool#: 12 Pareto diagram 130Tool#: 13 Histogram 132Tool#: 14 Control chart 134Tool#: 15 Cause and effect diagram 136Tool#: 16 Scatter diagram 138 Tool#: 17 Identify Improvement Areas 140Tool#: 18 Brainstorming 142Tool#: 19 Selection matrix 144Tool#: 20 Failure mode effect analysis (FMEA) 146Tool#: 21 Improvement activity review checklist 148 Tool#: 22 Success story 150

2

10 • www.efqm.org/excellenceone

About this book

This book represents a glimpse of the value of Excellence One. But this is the one you will want to

carry around in your bag. It is a practical set of tools that you can use with the teams you lead. It

encompasses the templates, checklists and help-cards you need to make a difference. Kept to an optimal

number, they provide a comprehensive coverage of techniques that can be applied across the EFQM

Excellence Model.

On the web-site, you will find learning sets describing Approaches to Excellence that bring together dif-

ferent relevant sequences.

The book supports your day to day activities by providing you with the guidance necessary to make

things happen. Learn the tools, apply them, reflect on what you have learnt - little by little, you will grow

your individual abilities, you will become skilful at facilitating teams, selecting the right tools and even

inventing the ones you need.

Seek some guidance. Look for advisor. But more than anything else, dare to use such tools on regular

basis. No one will find you too systematic, annoying or slow as you will all discover together how to

make things happen much faster and with enthusiasm as a gift.The best coach is your own hope, the

best teacher is practice and the best reward is happiness.

As a conclusion, to achieve excellence, you need to do 2 things…

1 You need to understand, digest, live by and share the principles and practices that have been dis-

covered over a century of organisational improvement.

2. You need to master, use and share the tools that are relevant to your needs and those of your

organisation.

3

www.efqm.org/excellenceone • 11

How it works

How to make the best use ofthe tool (tips and traps)Tips to help maximise the benefits ofthe tools and traps to avoid.

What could be done nextA description of the possibilities you have to maximise thebenefits of the tool, after completing all the steps. Second page

To demonstrate an application of the tool or information that aids further understanding of how the tool can be applied.

Why would you like to use this tool(deliverables).A description of what you can expect toachieve if you use this tool.A problem or a set of circumstances that youwish to understand further

How to use this tool (steps)A description of the key steps to follow if youwant to apply this tool rigorously.

When would you use this tool (context)The context in which you might want to use this tool.Thismight be an approach to excellence, a process or an event.

4