Presentation on the EFQM Excellence Model by Andrea Cross of the Derbyshire Network

1. Welcome to The Derbyshire Network
Andrea Cross
9 August 2013

2. Introduction to the EFQM Excellence Model
Andrea Cross
9 August 2013

3. Session objectives
EFQM
Excellence
Defined
Excellence
Model
coverage
Its uses
Further
info
source

4. Exercise
• What makes an excellent organisation?
Task In pairs, consider the above question and
capture words/phrases to describe your
thoughts
Output Minimum 5 per team
Time 5 minutes

5. EFQM Excellence Model
People
Strategy
Partnerships &
Resources
Processes,Products&
Services
Enablers
People Results
Customer
Results
Society
Results
Results
Learning, Creativity & Innovation

6. People…criterion parts
3a. How people resources are planned, managed & improved
3b. How people’s knowledge & competencies are identified, developed &
sustained
3c. How people are involved & empowered
3d. How people communicate effectively throughout the organisation
3e. How people are rewarded, recognised & cared for

7. Criterion part 3d
…this may include
• Identifying communication needs
• Developing communications policies, strategies & plans based
on needs
• Developing & using top down, bottom up & horizontal channels
• Sharing best practice & knowledge
HOW?

8. Balanced set of measures
• Customer Results
– Perception Measures
– Performance Indicators
• People Results
– Perception Measures
– Performance Indicators
• Society Results
– Perception Measures
– Performance Indicators
• Business Results
– Business Outcomes
– Business Performance Indicators

9. Exercise
• What results should an “excellent” organisation
measure ?
Task In groups, discuss for the “result” area
given, what you do (or could) measure.
Also consider what factors you take into
account when measuring the actual results
Output Scribe example measures on a flipchart
Time 5 mins

10. Results
Establishes a set of robust
and resilient measures
Shows what the organisation
achieves
in relation to planned performance
Realistic targets are established
Benchmarks are used to drive
improvement
Leaders use information
to improve organisation
performance

11. Model uses
• For judging “Excellence Awards”
• Organisational continuous improvement tool –
internal use
• Organisational continuous improvement tool –
external validation
• As a standard- Investors in Excellence

12. EFQM - Does it work ?
5 year European study revealed companies using
Excellence Model out performed their industry
median by:
79% profit per employee
76% greater return on assets
76% higher profit margin

13. Information sources
• andrea.cross@thederbyshirenetwork.org
• www.investorsinexcellence.com
• www.bqf.org.uk
• www.efqm.org