by Stefan Gentz, tracom.de @StefanGentz facebook.com/stefan.gentz
Translation Forum Russia • October 5, 2013 • Sochi, Russ...
twitter:
@stefangentz
	facebook:
	facebook.com/stefan.gentz
	LinkedIn:
	linkedin.com/in/stefangentz
www.tracom.de • @stefa...
Let's make this event trending!
	@stefangentz at
#TFRUS:
Your voice matters!
#excellence
www.tracom.de • @stefangentz • fa...
Excellence …
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Some Quotes …
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Steve Jobs (1955–2011)
»Most people aren't used to an environment
where excellence is expected.«
www.tracom.de • @stefange...
Barack Obama (*1961)
»We need to internalize this idea of excellence.
Not many try hard enough to be excellent.«
www.traco...
From Our
Industry!
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
»Excellence is not an event.
It's a practice, a behavior.«
Renato Beninatto
Chief Marketing Officer, Moravia IT a.s.
www.t...
Craig Buckstein
Partner & CEO, GENEVAWORLDWIDE, INC.,
President Association of Language Companies (ALC)
»In order to be th...
»LSP Excellence: Oft claimed without merit,
and lost without deserving …«
Robert Etches
CIO, TextMinded Danmark / Vice-Cha...
»To be considered excellent an LSP must be able
to continually demonstrate value creation within
its customer’s business.«...
»Keep satisfying your employees, suppliers and
customers – and you will achieve excellence!«
Sufian Reiter
Vice President ...
Confusing?
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Let's make a »Sprint«!
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
What makes an LSP excellent?
Groups5
Minutes5
Answers5
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Group Answers
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
What is the EFQM?
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
EFQM
Shares what works.
®
What is the EFQM?
•	 European Foundation of Quality Management
•	 Supported by the European Comm...
»Excellent Organizations
achive and sustain outstanding
levels of performance that meet or
exceed the expectations of all ...
8 Concepts of Excellence
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
8 Concepts of Excellence
Fundamental
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
8 Concepts of Excellence
Adding Value for Customers1
•	 Know your different customer groups and their
diverse needs
•	 Bui...
8 Concepts of Excellence
Creating a Sustainable Future2
Excellent organizations
•	 have a positive impact on the world aro...
8 Concepts of Excellence
Developing Organizational Capability3
•	 effectively manage change
•	 establish a culture of cont...
8 Concepts of Excellence
Harnessing Creativity & Innovation4
•	 use the collective knowledge of stakeholders
•	 innovation...
8 Concepts of Excellence
Leading with Vision, Inspiration & Integrity5
Excellent organizations have leaders
•	 championing...
8 Concepts of Excellence
Managing with Agility6
Excellent organizations
•	 identify and respond effectively and efficientl...
8 Concepts of Excellence
Succeeding through the Talent of People7
Excellent organizations
•	 attract, develop and retain t...
8 Concepts of Excellence
Sustaining Outstanding Results8
Excellent organizations continuously
•	 gather stakeholders' need...
Adding Value for Customers
Creating a
Sustainable Future
Developing
Organizational
Capability
Harnessing
Creativity & Inno...
Adding Value for Customers
Creating a
Sustainable Future
Developing
Organizational
Capability
Harnessing
Creativity & Inno...
Take away
inspiration
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Build Customer Groups & understand their needs.1
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
www.tracom.de • @stefangentz • faceboo...
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
Change Management & Continuos Improvem...
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
Change Management & Continuos Improvem...
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
Change Management & Continuos Improvem...
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
Change Management & Continuos Improvem...
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
Change Management & Continuos Improvem...
Build Customer Groups & understand their needs.1
Think 3P – People, Planet, Profit2
Change Management & Continuos Improvem...
The most
important one
for me is:
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
3Pwww.tracom.de • @stefangentz • facebook.com/stefan.gentz
3PPEOPLE • PLANET • PROFIT
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
EFQM Excellence Model
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Leadership
Processes,
Products &
Services
Business
Results
People
Strategy
Partnership &
Resources
People
Results
Customer...
EFQM Self Assessment
Enabler 1 Leadership 100 500 Points
2 Strategy 100
3 People 100
4 Partnership & Resources 100
5 Proce...
EFQM Radar
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
Required
RESULTS
Plan and develop
APPROACHES
DEPLOY
Approaches
ASSESS AND REFINE
Approaches and
Deployment
EFQM »RADAR«
ww...
@stefangentz at
#TFRUS:
Your voice matters!
#excellence
Did you tweet?
www.tracom.de • @stefangentz • facebook.com/stefan....
That's it.
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
»Thank you for being excellent!«
www.tracom.de • @stefangentz • facebook.com/stefan.gentz
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2013 Translation Forum Russia - Gentz - From Good to Excellence

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What makes an LSP excellent? In this 1½ hour session at the Translation Forum Russia 2013 (#TFRUS) I discussed the EFQM's 8 Concepts of Excellence with Russian LSPs together with Konstantin Dranch (TFR / translationrating.ru) and Hans Fenstermacher (GALA).

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2013 Translation Forum Russia - Gentz - From Good to Excellence

  1. 1. by Stefan Gentz, tracom.de @StefanGentz facebook.com/stefan.gentz Translation Forum Russia • October 5, 2013 • Sochi, Russia • #TFRUS LSP 2.0 – From Good to Excellence
  2. 2. twitter: @stefangentz facebook: facebook.com/stefan.gentz LinkedIn: linkedin.com/in/stefangentz www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  3. 3. Let's make this event trending! @stefangentz at #TFRUS: Your voice matters! #excellence www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  4. 4. Excellence … www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  5. 5. Some Quotes … www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  6. 6. Steve Jobs (1955–2011) »Most people aren't used to an environment where excellence is expected.« www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  7. 7. Barack Obama (*1961) »We need to internalize this idea of excellence. Not many try hard enough to be excellent.« www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  8. 8. From Our Industry! www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  9. 9. »Excellence is not an event. It's a practice, a behavior.« Renato Beninatto Chief Marketing Officer, Moravia IT a.s. www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  10. 10. Craig Buckstein Partner & CEO, GENEVAWORLDWIDE, INC., President Association of Language Companies (ALC) »In order to be the best, LSPs need to chase perfection and settle for excellence.« www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  11. 11. »LSP Excellence: Oft claimed without merit, and lost without deserving …« Robert Etches CIO, TextMinded Danmark / Vice-Chairman, GALA www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  12. 12. »To be considered excellent an LSP must be able to continually demonstrate value creation within its customer’s business.« Richard Brooks CEO, K International plc. www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  13. 13. »Keep satisfying your employees, suppliers and customers – and you will achieve excellence!« Sufian Reiter Vice President Sales, Plunet, Inc.
  14. 14. Confusing? www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  15. 15. Let's make a »Sprint«! www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  16. 16. What makes an LSP excellent? Groups5 Minutes5 Answers5 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  17. 17. Group Answers www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  18. 18. What is the EFQM? www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  19. 19. EFQM Shares what works. ® What is the EFQM? • European Foundation of Quality Management • Supported by the European Commission • 500+ Members • Custodian of the EFQM Model • EFQM Excellence Award (2012: Robert Bosch GmbH) www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  20. 20. »Excellent Organizations achive and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders.« EFQM about »Excellent Organizations« www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  21. 21. 8 Concepts of Excellence www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  22. 22. 8 Concepts of Excellence Fundamental www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  23. 23. 8 Concepts of Excellence Adding Value for Customers1 • Know your different customer groups and their diverse needs • Build and maintain dialog with customers • Provide necessary resources, competencies and empowerment for your employees www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  24. 24. 8 Concepts of Excellence Creating a Sustainable Future2 Excellent organizations • have a positive impact on the world around them • consider »3P« – People, Planet, Profit • actively advance economic, environmental and social standards within their sector www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  25. 25. 8 Concepts of Excellence Developing Organizational Capability3 • effectively manage change • establish a culture of continous improvement • establish shared values, accountability & ethics and a culture of trust and openness throughout the value chain www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  26. 26. 8 Concepts of Excellence Harnessing Creativity & Innovation4 • use the collective knowledge of stakeholders • innovation applies to products, processes, structure, marketing, & business models • use a structured approach for generating and prioritizing creative ideas www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  27. 27. 8 Concepts of Excellence Leading with Vision, Inspiration & Integrity5 Excellent organizations have leaders • championing the organization's values • acting as role models for integrity, social responsibility and ethical behaviour • uniting people to share and achive the organization's mission, vision and goals www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  28. 28. 8 Concepts of Excellence Managing with Agility6 Excellent organizations • identify and respond effectively and efficiently to opportunities and threats • evaluate & develop technology to improve agility of processes, projects and organization www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  29. 29. 8 Concepts of Excellence Succeeding through the Talent of People7 Excellent organizations • attract, develop and retain talented people • align personal and team objectives • ensure a healthy work/life balance • develop skills and competencies of their people www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  30. 30. 8 Concepts of Excellence Sustaining Outstanding Results8 Excellent organizations continuously • gather stakeholders' needs and expectations • align key results with their Mission • evaluate progress towards Vision & Strategy • manage strategic, operational and financial risks www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  31. 31. Adding Value for Customers Creating a Sustainable Future Developing Organizational Capability Harnessing Creativity & Innovation Leading with Vision, Inspiration & Integrity Managing with Agility Succeeding through the Talent of People Sustaining Outstanding Results 8 Concepts of Excellence www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  32. 32. Adding Value for Customers Creating a Sustainable Future Developing Organizational Capability Harnessing Creativity & Innovation Leading with Vision, Inspiration & Integrity Managing with Agility Succeeding through the Talent of People Sustaining Outstanding Results 8 Concepts of Excellence Fundamental www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  33. 33. Take away inspiration www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  34. 34. Build Customer Groups & understand their needs.1 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  35. 35. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  36. 36. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 Change Management & Continuos Improvement!3 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  37. 37. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  38. 38. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  39. 39. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 Do You Manage with Agility?6 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  40. 40. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 Do You Manage with Agility?6 Do You Really Use the Talent of Your People?7 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  41. 41. Build Customer Groups & understand their needs.1 Think 3P – People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 Do You Manage with Agility?6 Do You Really Use the Talent of Your People?7 Do You achive sustaining, outstanding results?8 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  42. 42. The most important one for me is: www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  43. 43. 3Pwww.tracom.de • @stefangentz • facebook.com/stefan.gentz
  44. 44. 3PPEOPLE • PLANET • PROFIT www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  45. 45. EFQM Excellence Model www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  46. 46. Leadership Processes, Products & Services Business Results People Strategy Partnership & Resources People Results Customer Results Society Results Enablers Results Learning, Creativity and Innovation EFQM Excellence Model 2013 www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  47. 47. EFQM Self Assessment Enabler 1 Leadership 100 500 Points 2 Strategy 100 3 People 100 4 Partnership & Resources 100 5 Processes, Products & Services 100 Results 6 Customer Results 150 500 Points 7 People Results 100 8 Society Results 100 9 Business Results 150 Total 1,000 Points www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  48. 48. EFQM Radar www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  49. 49. Required RESULTS Plan and develop APPROACHES DEPLOY Approaches ASSESS AND REFINE Approaches and Deployment EFQM »RADAR« www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  50. 50. @stefangentz at #TFRUS: Your voice matters! #excellence Did you tweet? www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  51. 51. That's it. www.tracom.de • @stefangentz • facebook.com/stefan.gentz
  52. 52. »Thank you for being excellent!« www.tracom.de • @stefangentz • facebook.com/stefan.gentz

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