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2 | P a g e
Contents
Editorial ................................................................................................................................................... 3
Starting a new year .................................................................................................................................. 3
Initiative Ludwig‐Erhard‐Preis e.V. .......................................................................................................... 4
Portuguese Association for Quality ‐ APQ ............................................................................................... 6
The British Quality Foundation ................................................................................................................ 8
AICQ – Associazione Italiana Cultura Qualità ........................................................................................ 11
Centre for Competitiveness .................................................................................................................. 15
In April … ................................................................................................................................................ 18
3 | P a g
Partn
Octob
Edito
Starti
If we opwas an “We woudebts. Ra
Howeveyear, buannual Ethe highare oppo
I would ais becomtogethersuccess success: year, and
To summ
hope it w
Enjoy re
Senior m
g e
ners in
ber 2011
orial
ing a ne
en a magazi“annus horriuld hear aboating agenci
r I would prt rather lookEFQM Excelleest we had eortunities to
also like to cming closer er. As a resultduring 2011the numberd the same f
marize, I can
will be the sa
ading!
manager, Pro
n Excel
ew year
ne, a newspibilis” for Euout the ecoes downgrad
refer not to k at the futuence Award ever seen! Tgrowand to
congratulate every day. I ht of this coop1 (that is wr of R4Es andfor the numb
only say tha
ame or bette
omotion & En
lence
aper, switchrope, and es
onomic situades and the l
list all the crre with optimwhich was a
This means thdevelop inn
all the partnhave the feelperation we hwhy we are d C2Es run bber of trainin
t the EFQM
er this year!
ngagement
h on the TV ospecially foration, the unlike.
risis and diffmism. Despia big succeshat even durovative way
ners, as the ring that we have the Gooplanning toby our partnngs and licen
partners, de
or listen to thr the Meditenemploymen
ficult situatiote all the difs. The standring the currys of working
relationship are all moreod Practice e organise mers, which inses delivered
efinitely thriv
he radio we rranean count rate, the
ons that occfficulties, wedard of applient challengg.
between EFQ aligned andexperiences tmore during ncreased cond by them.
ve in the face
often hear tuntries, and (in)famous
cured duringe have celebrcations receging conditio
QM and thed that we wothat have be2012); andnsiderably d
e of adversity
that 2011 it is true. national
the past rated our eived was ons, there
partners ork better een a real another uring the
y, so I
EFQ
Octob
Initia
The Germ
ILEP’s mGerman “DeutschGermanyin Germa
ILEP is ogoal is to
Trainin
ILEP hastrainers all releva
QM Par
ber 2011
tive Lud
man Excellen
ission is recoFederal M
hland – Landy as a busineany.
n its journeyo apply in the
ng
s trained EAwas extendeant branches
rtners
dwig-Er
nce Initiative
ognised by tMinistry of d der Ideen”,ess location.
y to Excellene EEA in the
AT assessors ed to be ables. Validators
in Exce
hard-Pr
e
the German Economy an a federal or ILEP fills the
ce. After becoming year
and more e to provide were traine
ellence
reis e.V.
Governmentnd Technolorganisation we cluster “M
ing recognisrs.
than 40 EFQtrainings in ed as well as
e
.
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basis.
t as the awaogy. Furthewhich commMade in Germ
ed with R4E
QM Master every regionother qualifi
Initiative V. (ILEP) is ar profit orgahich has as e idea of Exason ILEP cellence Awhard‐Preis ee award thervices for its d serves to its pool ofessors who w
ard is under trmore ILEP unicates abomany” with th
5 Stars in Ja
Assessors inn of Germanycations.
4
Ludwig‐Erha member banisation in a mission txcellence. Thoffers the
ward, called every year. e organisatio corporate moptimise thf about 40work on a c
the patrona is associatout the advahe idea of Ex
anuary 2010
n 2011. They and with re
| P a g e
ard‐Preis ased not Germany o spread his is the German Ludwig‐ Besides on offers members e impact 0 award charitable
ge of the ted with ntages of xcellence
the next
e pool of elation to
5 | P a g
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nition
r the Germawinners got the trophies. Inment perfort Levels of Exession: ww.ilep.de/Ar9.html
al News
nline traininced in 2011 tabout the Exch. In 2011 a ctice for Excharge to spr
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ct: e Ludwig‐ErhErhard‐StrasOBERURSEL 6171 88768ep.de ‐ info@
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e Communityus trophy. Thon book, abo
et
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kshops (BP4ssage of Exce
he number ohelps Germa. ILEP has noperating pay to Excellenc
.V. (ILEP)
y has celebrahe German Mout 60 Germa
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of membersn Organisatiow more thartners who ce.
ated the natiMinister of Edan organisat
tal of more t
. The membeons to find bhan 40 local help to wo
onal award gducation andions were re
he 150 partic
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gala in Berlind Research hecognized for
cipants were
ganisation ofng partners atives who wential applic
n. 3 handed r their
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ffers a lot and to do work on a cants and
EFQJanua
PortuThe Porfounded
APQ’s MPortugueinnovativfield of Q
APQ hasdimensiotechnicia
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APQ offeQuality, Risk Man
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QM Parry 2012
uguese rtuguese Asd in 1969. It w
Mission is to aese society tve practices Quality and o
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7 | P a g
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In 2009 APortugalQuality iPost GraImprove
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APQ’s mthe BPMsector, in
We also
This yeaway towmemberdifferent
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emorate the zational Excere we had teas also an op
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eminars and
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Our quarterlyo share newdistributed frrelevant rolschools/unive
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ntities to devher organisat
ming to defied in 2010, ifor the bestons in the fiy announced
Quality Cond Meeting ofzed in June –
Workshops
ity Day we hccess cases”,from Portugo deliver the
elops and suits membersovation, thek Business atencies, whe
y magazine “ws, experienree to our me in spreaersities/prof
will be main
Contact
APQ ‐ AsRua CarloPT50096Tel: +351www.apq
velop and rutions and an
ne a set of gn the form oarticle publield of Qualitd during our
ference, whf the Portugu– Excellence
during the y
have organize to promoteuese organicertificates
upports the os. Examples Portuguesend the Netwen needed.
“Qualidade” nces and knomembers andding Qualitfessional ass
ly dedicated
t:
sociaçao Poros Alves,N3 0410 Lisboa1214996210q.pt – email:
n joint Progrnnual sector
guidelines anof a book enished in our ty and Excelannual Conf
ich in 2011 tuese SocietyPortugal For
year.
ed a ½ day sLevels of Exzations withto some orga
operation ofare the Colle Institute work of Res
(Quality) is aowledge amd to a set of y & Excelleociations.
d to the LoE r
rtuguesa par
geral@apq.
rams, such astudies on c
nd trends in qntitled “The magazine, alence and a ference.
took place aly for Quality rum.
special eventxcellence, freh recognitionanizations.
f Centres of lege of Audiof Businesssearchers on
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ra a Qualidad
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EFQ
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y the UK Govdent, not‐foits Presiden
members spay business sorm a vibra
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BQF specialise
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a series of nelatest develonce improvehear from gnd learn from
UK Excellencethe latest s on best prtomer expeMatters, a mo blog posts.
in Exce
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vernment anor‐profit, cort is David C
anning the eeking excelnt network
g organisatioence. To delices, makingce its incepti
es include:
etworking gropments. Thment or induest speakem their exper
e, a prestigionews aboutactice in areerience andonthly e‐new
ellence
ation
nd leading Urporate memCallaghan, M
public, volullent insightsof some of
ons learn froiver this, it g it a one‐stoon, and beca
roups for prhere are eigdustry sectorers, and provriences.
ous quarterlyt the BQF aeas such as bd sustainabwsletter whic
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UK businessembership orgManaging Dir
ntary and ps, tools and the most re
om best pracoffers an unop‐shop for eame a Prima
ofessionals tht groups, ar. They hostvide the op
y magazine fand its combusiness excele developch provides
s, the Britishganisation. Itector of Ora
private sectexperiences espected and
ctice, improvnrivalled varexcellence. Try Partner in
to meet, shaand each focregular eveportunity to
for its membmunity. It aellence, procment. This weblinks to
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h Quality Fots Patron is acle Corpora
tors, the BQto improve d influential
ve their perfriety of perfThe BQF has n 2010.
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bers also cess is updates, wo
| P a g e
undation HRH The ation UK,
QF is the itself. Its business
formance formance provided
ctice and particular delegates ers facing
orkshops,
9 | P a g
Recogn
UK ExceRun annof excellwas hostPrincess
The UK recogniswinners
■ Bish■ St An■ Siem
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op Burton Conne's Primarmens Industry
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tomer Satisfadership – Phocess improveainable Futu
n Six Sigma Ace people arnner was CoF Gold Medalment to sust
Levels of Eted to Excell
rt of the mme, 27 touf England cece (C2E) at Exeter. Thisism Skills Nee BQF and Betourism bu
e their busie of how C2ommunities.
rganisationsand Surrey,
ds 2011 BQF, the UK011 event todcaster and jfeatured the
Award is onetions which
ollege ry School y Automatio
nt Awards arrent. The 20
action – Virgoenix Futureement – Co‐oure – Skanska
Award recogre delivering operVision. l for Excellenained excelle
Excellence lence
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s that achievEast Coast a
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Business agers from chieving Comeremony oncourse was h West, in p West, with cross the Sormance. It to motivate
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hest accoladenstrated exc
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nking Group
ork that an otomers, shar
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tted to Excemond Fellow
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rganisation’sreholders an
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10 | P a g e
Recognised for Excellence
The BQF received a record 44 applications for Recognised for Excellence (R4E) in 2011, an increase of 100% on last year. This demonstrates that the EFQM Levels of Excellence programme is gaining real credibility in the UK as a means of demonstrating an organisation’s high standard of performance excellence.
Sharing Leadership Conference 2011 The 6th annual Leadership Conference, in partnership with the Leadership Trust and entitled ‘Turning strategy into results’, took place on 8 June 2011 and was attended by over 90 delegates. Joe Goasdoué and Rob Noble, Chief Executives of the BQF and The Leadership Trust respectively, welcomed delegates and introduced the aims of the day. Speakers such as Juergen Maier, Managing Director of Siemens UK Industry Sector, and Jeff Dodds, Executive Director of Virgin Media, presented on the importance of leadership values and communication and how these related to their organisations.
2011 Award Winners Conference This year’s Award Winners Conference took place on 29 November at IET Savoy Place in London. This unique event featured speakers from the winners of the 2011 BQF Awards, and their presentations confirmed that there are many common themes to achieving excellence in any sector. Delegates also enjoyed the opportunity to network with the Award‐winning organisations, and learn from their experiences.
EFQM Levels of Excellence breakfast seminar The BQF ran a breakfast seminar on 21 September to introduce the EFQM Levels of Excellence programme, and demonstrate how it can help any organisation on their excellence journey. Representatives attended from a number of different organisations to find out more, including Go‐Ahead Group and Lloyd’s Register. Guest speaker Johan Van Den Broek, Quality Manager at House of Commons' Department of Facilities, outlined how using the Model helped them to address a number of operational challenges and achieve Recognised for Excellence at 4 star level.
Premier member event The BQF ran a number of exclusive events for its Premier Members in 2011. Senior academics from UK business schools delivered fascinating seminars on Process Management, Employee Engagement and Complex Programme Management, while best practice showcases were organised by four Premier Members: Ricoh and Siemens both provided factory visits to highlight best practice in Lean techniques; Lloyd’s Register hosted a wide‐ranging showcase on Business Improvement; and the BT Tower was the spectacular venue for a showcase on Excellence in 2012.
Contact: The British Quality Foundation (BQF) 32‐34 Great Peter Street London SW1P 2QX United Kingdom T +44 (0)20 7654 5000 www.bqf.org.uk ‐ email:[email protected]
11 | P a
EFQJanua
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13 | P a
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Application of the EFQM Model in the Education field
We can mention in particular the experience of 12 Education Centres of Bolzano, applying the EFQM Model and following an excellence journey for more than 10 years, with the steps:
■ Training, experimental application of the Modell, C2E, R4E, repetition of R4E
The result is completely positive and indicates for some organizations an absolute degree of excellence, as confirmed by the general opinion that considers these organizations as an example inside and outside Italy. The 3rd participation of these education centres to R4E is in course, with the use of the new “hybrid” approach for the application.
It is worth mentioning that over a hundred Italian schools (both public and private) have repeated the path to the C2E recognition.
Connection CAF – EFQM public sector organizations
In Italy, the Public Administration Dept. indicates the CAF model as the basic tool for introducing excellence concepts among public organizations. AICQ pressed for the creation of a journey starting from the basis of the CAF Model and guiding the organizations to higher organizational maturity and excellence levels. For this objective, AICQ is working with EFQM for a trial of this connection CAF – EFQM (and in particular between the CAF ECU‐Label and C2E EFQM).
Community of practice for assessors and other individuals interested to the EFQM model
AICQ recently established a new Community of Practice open to all the EFQM assessors and to all individuals interested in the knowledge of the EFQM model for different reasons. The aim is to share the experiences and the practices and investigate themes directly or indirectly related to the Excellence models.
Contact:
AICQ Via Cornalia, 19 20124 Milan Italia Tel. +390266712484, +390266713425 Fax +390266712519 www.aicq.it email: [email protected]
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■ Comitted to Excellence ■ Recognised for Excellence ‐ 3 Star, 4 Star, 5 Star ■ NI Quality Award (500 plus points)
The Awards process culminates with Awards Gala in January of each year with the 2011 process having just been celebrated on January 26th 2012.
A key measure of the robustness of out Awards process is based on the number of organisations who progress through our National Award to wider UK and European recognition.
■ European Excellence Award Winners ■ UK Excellence Award Winners
1997 BT Northern Ireland
1998 Nortel Networks
1999 St Mary’s College
2000 Springfarm Architectural Mouldings
2001 St Mary’s College 2001 Northern Ireland Electricity
2002 Springfarm Architectural Mouldings 2005 Tobermore Concrete Products Ltd
2006 St Mary’s College 2006 St Anne’s Primary School
2007 Cedar Foundation 2007 St Mary’s Primary School
2007 Tobermore Concrete Products Ltd 2007 Council for Curriculum, Examinations & Assessment
2007 Springfarm Architectural Mouldings
2008 Council for Curriculum, Examinations & Assessment
2008 St Colman’s College
2009 Northern Ireland Housing Executive
Gold Star Service Excellence
In 2011, CforC launched a new Recognition scheme focusing on Customer Service Excellence. The Gold Star Service Excellence Scheme is designed to bring professional and effective international customer service practices into common use by businesses in Ireland. The aim is to provide SME’s with an effective improvement means to help them deliver services at home and abroad by putting customers and customer support systems at the core of what they do. The benefits from service excellence are that it delights customers, drives business growth, develops the skills of employees, puts pride into their work and demonstrates the company’s achievements through externally validated accreditation. The scheme has now been officially “stamped” by EFQM.
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Training
The Centre for Competitiveness offers a wide range of business improvement training courses that are available as public training courses or can be delivered privately in‐house, often as part of a wider improvement programme.
■ 8D Problem Solving / Creative Problem Solving ■ Lean/Six Sigma ■ Strategy Mapping/Balanced Scorecard ■ Innovation Tools and Techniques ■ New Product Development ■ Project management ■ Customer Service ■ Accredited EFQM training
General News
International Leadership and Innovation
The Centre for Competitiveness and IoD Northern Ireland, in co‐operation with both Queens University Leadership Institute and the University of Ulster, have joined together to create a unique and radical approach to providing leaders in the private, public and voluntary sectors with practical world class tuition in international leadership and innovation skills without having to travel overseas.
The programme is designed for Managing Directors, Chief Executives and company Directors, who currently operate or plan to operate their business internationally. Tutorial workshops will be structured to support breakthrough thinking and big impact improvements in business performance. With years of experience of international trade, negotiation, top academic incubation and teaching, our team of tutors has insights into the most creative spaces in the world
Sharing
■ As a member based organisation we host regular events, benchmark visits and sharing forums to facilitate member learning and development. These range from Common Interest Groups across different sectors, Winners conferences which highlight the experiences of recognition recipients and, in particular more recently, Collaborative networking to help introduce people to collaborative venture opportunities.
■ Best Practice Programme on Innovation, in conjunction with University College Cork, focusing on Innovation. The programme involves six organisations hosting visits for a cohort of MBA students
■ Business Improvement programmes, in partnership with local councils and working with 20 SMES, with a focus on Business growth through Inoovation and Customer Service Excellence
■ CforC has now a stakeholder partner with Science and Technology community in N.Ireland and has a prescence through www.syncni.com
Contact: Centre for Competitiveness Unit 16, The Innovation CentreNI Science Park ‐ Queens Road BT3 9DT Belfast Tel: +44 2890 737950 Fax: +44 2890737951 www.cforc.org email: [email protected]
In June …
…
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