7/31/2019 Introducing the EFQM Model (Public)

1/18

Introducing theEFQM Excellence Model

Prepared by EFQM

February 2011

7/31/2019 Introducing the EFQM Model (Public)

2/18

What is EFQM?

EFQMisanonprofitfoundation,basedinBrussels.

Itwasformedin1988byagroupofleading

European

organisations. Wearethecustodians

oftheEFQMExcellenceModel.

Togetherwith

our

Europeanpartners,wehave30,000memberorganisations.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

3/18

The need for a Model

3

Giventhecomplexitiesoftodaysinterconnectedworld,isolatedeffortsarenolongereffective.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

4/18

EFQM Excellence Model 2010

Excellentorganisationsachieveandsustainsuperiorlevelsofperformancethatmeetorexceedtheexpectationsofalltheirstakeholders.

Toachieve

sustainable

success,

EFQM

providesguidancethroughasetofthreeintegratedcomponents:

TheFundamentalConceptsofExcellence:Theunderlyingprincipleswhicharetheessentialfoundationof

achievingsustainable

excellence

for

anyorganisation.

TheEFQMExcellenceModel:AframeworktohelporganisationstoconverttheFundamentalConceptsandRADARthinkingintopractice.

RADARlogic:

A

simple

but

powerful

toolfordrivingsystematicimprovementinallareasoftheorganisation.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

5/18

Developing the Model

CustomerExperience

CorporateGovernance

InvestingintheFuture

Sustainability

OrganisationalAgility

TalentManagement

StakeholderFocus

Innovation

EmployeeEngagement

ProcessOptimisation

ResultsDriven

CreativityResourcePlanning

Flexibility

Alignment

OperationalEfficiency

ManagingChange

Diversity

Leadership

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

6/18

The Fundamental Concepts of Excellence

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

7/18

Concept Definitions (1)

AchievingBalancedResults

ExcellentorganisationsmeettheirMissionandprogress

towardstheirVisionthroughplanningandachievinga

balancedsetofresultsthatmeetboththeshortandlong

termneedsoftheirstakeholdersand,whererelevant,

exceedthem.

AddingValueforCustomers

Excellentorganisationsknowthatcustomersaretheir

primaryreason

for

being

and

strive

to

innovate

and

create

valueforthembyunderstandingandanticipatingtheir

needsandexpectations.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

8/18

Concept Definitions (2)

LeadingwithVision,Inspiration&Integrity

Excellentorganisationshaveleaderswhoshapethefutureand

make

it

happen,

acting

as

role

models

for

its

values

andethics.

ManagingbyProcess

Excellentorganisationsaremanagedthroughstructured

andstrategicallyalignedprocessesusingfactbased

decisionmakingtocreatebalancedandsustainedresults.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

9/18

Concept Definitions (3)

SucceedingthroughPeople

Excellentorganisationsvaluetheirpeopleandcreatea

cultureof

empowerment

for

the

balanced

achievement

of

organisationalandpersonalgoals.

NurturingCreativity&Innovation

Excellentorganisations

generate

increased

value

and

levels

ofperformancethroughcontinualandsystematicinnovationbyharnessingthecreativityoftheirstakeholders.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

10/18

Concept Definitions (4)

BuildingPartnerships

Excellentorganisationsseek,developandmaintain

trustingrelationships

with

various

partners

to

ensure

mutualsuccess.Thesepartnershipsmaybeformedwithcustomers,society,keysuppliers,educationalbodiesorNonGovernmentalOrganisations(NGO).

TakingResponsibilityforaSustainableFuture

Excellentorganisationsembedwithintheircultureanethicalmindset,clearvaluesandthehigheststandardsfororganisationalbehaviour,allofwhichenablethemtostriveforeconomic,socialandecologicalsustainability.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

11/18

RADAR

DefinetheRESULTS

youwanttoachieve

aspartofyour

strategy.

Developanintegrated

setofAPPROACHES

thatwilldeliverthese

results.

DEPLOYthe

approachesina

systematicway.

ASSESS&REFINEthe

approachesbasedon

analysisoftheresults

achievedandlearning

activities.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

12/18

EFQM Model Criteria

TheEFQMExcellenceModelallowspeopletounderstandthecauseandeffectrelationshipsbetweenwhattheirorganisationdoes(theEnablers)andtheResultsitachieves.

TheModelisnonprescriptiveandcanbeappliedtoanyorganisation,regardlessofsize,

sector

or

maturity.

Toachievesustainedsuccess,anyorganisationneedsstrongleadershipandclearstrategicdirection. Theyneedtodevelopandimprovetheirpeople,partnershipsandprocessestodelivervalueaddingproductsandservicestotheircustomers.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

13/18

7/31/2019 Introducing the EFQM Model (Public)

14/18

Enabler Criteria (2)

Partnerships&Resources

Excellentorganisationsplanandmanageexternal

partnerships,suppliersandinternalresourcesinordertosupportstrategyandpoliciesandtheeffectiveoperation

ofprocesses.

Processes,Products

&

Services

Excellentorganisationsdesign,manageandimprovetheir

processes,productsandservicestogenerateincreasing

valuefor

customers

and

other

stakeholders.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

15/18

Results Criteria (1)

CustomerResults

Excellentorganisationsdevelopandagreeasetof

performanceindicators

and

related

outcomes

to

determinethesuccessfuldeploymentoftheirstrategyandsupportingpolicies,basedontheneedsandexpectationsoftheircustomers.

PeopleResults

Excellentorganisations developandagreeasetofperformanceindicatorsandrelatedoutcomesto

determinethe

successful

deployment

of

their

strategy

and

supportingpolicies,basedontheneedsandexpectationsoftheirpeople.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

16/18

Results Criteria (2)

SocietyResults

Excellentorganisations developandagreeasetof

performanceindicators

and

related

outcomes

to

determinethesuccessfuldeploymentoftheirsocietalandecologicalstrategyandrelatedpolicies,basedontheneedsandexpectationsoftherelevantexternal

stakeholders.

KeyResults

Excellentorganisationsdevelopandagreeasetofkey

financialand

non

financial

results

to

determine

the

successfuldeploymentoftheirstrategy,basedontheneedsandexpectationsoftheirkeystakeholders.

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

17/18

The Model in Action

%Profit

%Leads

Converted

Repurchase

Rate

TotalExpenses

GenerateSales

DevelopNew

Offerings

ReduceSupply

ChainCosts

Define&

Manage

Change

Improve

Profitability

Reduce

Recruitment

Costs

Productivity

Employee

Engagement

Manage&

Motivate

People

Strategy

Outsource

NonCore

Processes

ReviewReward

&Benefits

Improve

Process

Efficiency

SupplierCosts

Manage

Budgets&

Cashflow

Manage

Customer

Relationship

Turnover

Energy

Consumption

Waste

2011EFQM

7/31/2019 Introducing the EFQM Model (Public)

18/18

Thank you

info@efqm.org

www.efqm.org