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EFQM Excellence Model
A Model for Business Excellence

© Operational Excellence Consulting. All rights reserved.
Objectives
By the end of this briefing, you will be able to:
• Understand the EFQM framework as a model for
business excel...
1
Overview of the EFQM
Excellence Model

© Operational Excellence Consulting. All rights reserved.
Overview of EFQM Award

Basis for the EFQM Model
• The EFQM Excellence Model is based on a set
of European values
 Europe...
Overview of EFQM Award

What is the Purpose of the EFQM
Excellence Award?
• Identify organisations that will
serve as role...
Overview of EFQM Award

Who Can Apply for EFQM Recognition?
• Any organisation, regardless of size, sector or
maturity can...
Overview of EFQM Award

Key Characteristics of the EFQM Model
• Focus on results
• Tools used to obtain results are non-pr...
Overview of EFQM Award

Fundamental Concepts
• Adding Value for Customers
 Excellent organisations consistently add value...
Overview of EFQM Award

Fundamental Concepts
• Leading with Vision, Inspiration & Integrity
 Excellent organisations have...
Overview of EFQM Award

ISO 9000 vs. EFQM Model

ISO 9000 only
addresses 1 out of
the 9 criteria
required by EFQM!

© Oper...
Overview of EFQM Award

From Good to Great…
“Greatness is not a
function of circumstance.
Greatness is largely a
matter of...
2
EFQM Criteria for Business
Excellence

© Operational Excellence Consulting. All rights reserved.
EFQM Criteria for Business Excellence

Three Integrated Components
• The Fundamental Concepts of Excellence
 Defines the ...
EFQM Criteria for Business Excellence

Enablers
• Strategy
 Excellent organisations implement their Mission and
Vision by...
EFQM Criteria for Business Excellence

Enablers
• Partnerships & Resources
 Excellent organisations plan and manage exter...
EFQM Criteria for Business Excellence

Results
• Customer Results
 Excellent organisations achieve and sustain
outstandin...
EFQM Criteria for Business Excellence

RADAR Logic
Required
RESULTS

ASSESS & REFINE
Approaches &
Deployment

Plan and dev...
EFQM Criteria for Business Excellence

Assessing the Enablers
• Sound and integrated approaches that support the
achieveme...
EFQM Criteria for Business Excellence

Assessing the Results
• Results which clearly show how the organisation is progress...
3
Award Criteria Guidance
Points

© Operational Excellence Consulting. All rights reserved.
Award Criteria Guidance Points

Guidance Points for the Nine Criteria of
Evaluation
Criteria

Points

1

Leadership

100

...
Scoring Guidelines

Scoring Guidelines
• Five scoring bands
 0%
 15% - 35%
 40% - 60%

 65% - 85%
 90% - 100%

• RADA...
Scoring Guidelines

Scoring Guidelines – Deployment
Scores

0%

25%

50%

75%

100%

No evidence
or anecdotal

Implemented...
Scoring Guidelines

Scoring Guidelines - Results
Scores

0%

25%

50%

75%

100%

No results or
anecdotal

Positive trends...
5
EFQM Assessment

© Operational Excellence Consulting. All rights reserved.
EFQM Assessment

The Assessment Cycle
Plan the
Assessment

Monitor
Progress

Train the
Participants
Engage
Management
Team...
EFQM Assessment

Self-Assessment
• Self-Assessment enables organisations to determine
where they are on their journey towa...
EFQM Assessment

Recognised for Excellence Assessment
• A Recognised for Excellence assessment provides
learning for every...
6
Preparing for Site Visit

© Operational Excellence Consulting. All rights reserved.
Preparing for Site Visit

The Site Visit
• Visit by team of assessors

• Activities during site visit
 Tour of key operat...
7
EFQM Award Recipients

© Operational Excellence Consulting. All rights reserved.
EFQM Award Recipients

2012 EFQM Award Recipients
Organisation

Country

Recognition

Robert Bosch GmbH Bamberg
Plant

Ger...
EFQM Award Recipients

2010 EFQM Award Recipients
Organisation

Country

Recognition

VAMED-KMB

Austria

Prize Winner in ...
Getting Started in the EFQM Excellence
Journey

© Operational Excellence Consulting. All rights reserved.

67
Your organisation’s gaps analysis and
alignment plan
• Insert your organisation‟s gaps analysis against
the evaluation cri...
Let’s Go For It!

© Operational Excellence Consulting. All rights reserved.

71
END OF PRESENTATION
To view the full list of training presentations,
please visit us at:

www.oeconsulting.co
m.sg

© Oper...
1. Leadership
1a How leaders develop the mission, vision and values
and are role models for a culture of excellence in the...
3. People
3a How people resources are planned, managed
and improved
3b How people‟s knowledge and competencies
are identif...
5. Processes, Products & Services
5a How processes are systematically designed and
managed
5b How processes are improved, ...
7. People Results
7a Perception Measures
7b Performance Indicators

© Operational Excellence Consulting. All rights reserv...
9. Business Results
9a Key Performance Outcomes
9b Performance Indicators

© Operational Excellence Consulting. All rights...
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EFQM Excellence Model

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The EFQM Excellence Model is the most prestigious award conferred on European organisations in recognition of their attainment of world-class standards of business excellence.

This presentation provides an overview of the key aspects of the EFQM framework. As a driver of continuous improvement in your organisation, it will help you to promote and educate management and staff on the benefits of aligning the organisation to the EFQM framework as well as gain their critical support for the initiative.

CONTENTS:

1. Overview of the EFQM Award
2. EFQM Criteria for Business Excellence
3. Award Criteria Guidance Points
4. Scoring Guidelines
5. EFQM Assessment
6. Preparing for Site Visit
7. EFQM Award Recipients
8. (Your organisation's performance and alignment plan)
Appendix

Published in: Business

EFQM Excellence Model

  1. 1. EFQM Excellence Model A Model for Business Excellence © Operational Excellence Consulting. All rights reserved.
  2. 2. Objectives By the end of this briefing, you will be able to: • Understand the EFQM framework as a model for business excellence • Explain the EFQM Criteria for Business Excellence • Define the EFQM Criteria Point Values and Scoring Guidelines • Describe the EFQM assessment and site visit process © Operational Excellence Consulting. All rights reserved. 3
  3. 3. 1 Overview of the EFQM Excellence Model © Operational Excellence Consulting. All rights reserved.
  4. 4. Overview of EFQM Award Basis for the EFQM Model • The EFQM Excellence Model is based on a set of European values  European Convention on Human Rights (1953)  European Social Charter (1996) • Embraces the 10 principles of the UN Global Compact for sustainable and socially responsible business © Operational Excellence Consulting. All rights reserved. 7
  5. 5. Overview of EFQM Award What is the Purpose of the EFQM Excellence Award? • Identify organisations that will serve as role models for other organisations • Help organisations assess their improvement efforts • Help to strengthen Europe‟s competitiveness © Operational Excellence Consulting. All rights reserved. 9
  6. 6. Overview of EFQM Award Who Can Apply for EFQM Recognition? • Any organisation, regardless of size, sector or maturity can apply for EFQM recognition © Operational Excellence Consulting. All rights reserved. 11
  7. 7. Overview of EFQM Award Key Characteristics of the EFQM Model • Focus on results • Tools used to obtain results are non-prescriptive and adaptive • The criteria support company-wide alignment of goals (results) and processes (enablers) • Supports goal-based assessment © Operational Excellence Consulting. All rights reserved. 13
  8. 8. Overview of EFQM Award Fundamental Concepts • Adding Value for Customers  Excellent organisations consistently add value for customers by understanding, anticipating and fulfilling needs, expectations and opportunities. • Creating a Sustainable Future  Excellent organisations have a positive impact on the world around them by enhancing their performance whilst simultaneously advancing the economic, environmental and social conditions within the communities they touch. © Operational Excellence Consulting. All rights reserved. 15
  9. 9. Overview of EFQM Award Fundamental Concepts • Leading with Vision, Inspiration & Integrity  Excellent organisations have leaders who shape the future and make it happen, acting as role models for its values and ethics. • Managing with Agility  Excellent organisations are widely recognised for their ability to identify and respond effectively and efficiently to opportunities and threats. © Operational Excellence Consulting. All rights reserved. 17
  10. 10. Overview of EFQM Award ISO 9000 vs. EFQM Model ISO 9000 only addresses 1 out of the 9 criteria required by EFQM! © Operational Excellence Consulting. All rights reserved. 19
  11. 11. Overview of EFQM Award From Good to Great… “Greatness is not a function of circumstance. Greatness is largely a matter of conscious choice, and discipline.” — Jim Collins, author of Good to Great: Why Some Companies Make the Leap. . . and Others Don’t © Operational Excellence Consulting. All rights reserved. 21
  12. 12. 2 EFQM Criteria for Business Excellence © Operational Excellence Consulting. All rights reserved.
  13. 13. EFQM Criteria for Business Excellence Three Integrated Components • The Fundamental Concepts of Excellence  Defines the underlying principles that form the foundation for achieving sustainable excellence in any organisation • The Criteria  Provide a framework to help organisations to convert the Fundamental Concepts and RADAR thinking into practice • The RADAR  Tool for driving systematic improvement in all areas of the organisation © Operational Excellence Consulting. All rights reserved. 25
  14. 14. EFQM Criteria for Business Excellence Enablers • Strategy  Excellent organisations implement their Mission and Vision by developing a stakeholder focused strategy.  Policies, plans, objectives and processes are developed and deployed to deliver the strategy. © Operational Excellence Consulting. All rights reserved. 27
  15. 15. EFQM Criteria for Business Excellence Enablers • Partnerships & Resources  Excellent organisations plan and manage external partnerships, suppliers and internal resources in order to support their strategy, policies and the effective operation of processes.  They ensure that they effectively manage their environmental and societal impact. © Operational Excellence Consulting. All rights reserved. 29
  16. 16. EFQM Criteria for Business Excellence Results • Customer Results  Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of their customers. • People Results  Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of their people. © Operational Excellence Consulting. All rights reserved. 31
  17. 17. EFQM Criteria for Business Excellence RADAR Logic Required RESULTS ASSESS & REFINE Approaches & Deployment Plan and develop APPROACHES DEPLOY Approaches Note: RADAR = Results, Approaches, Deploy, Assess & Refine © Operational Excellence Consulting. All rights reserved. 33
  18. 18. EFQM Criteria for Business Excellence Assessing the Enablers • Sound and integrated approaches that support the achievement of the organisation‟s strategy • Structured deployment within all relevant areas of the organisation that enables refinements to be implemented within appropriate timescales • Measurement being carried out so the organisation can understand how well the approach is working and how effectively it has been implemented • Learning activities being undertaken to identify alternative or new ways of working • Improvements being implemented as a result of measurement and learning (closing the loop) © Operational Excellence Consulting. All rights reserved. 35
  19. 19. EFQM Criteria for Business Excellence Assessing the Results • Results which clearly show how the organisation is progressing against its key strategies for the criterion • Reliable data that can be segmented to give a clear understanding of what‟s happening in relation to different stakeholder groups, products or processes. • Positive trends over a 3 year period • Targets, which are appropriate for the strategic objectives, being achieved • Appropriate comparisons and benchmarks to put the results in context within the organisation‟s operating environment • Evidence to show that the organisation understands the underlying drivers of the results and effectively managing them to ensure that performance levels will be sustained into the future © Operational Excellence Consulting. All rights reserved. 37
  20. 20. 3 Award Criteria Guidance Points © Operational Excellence Consulting. All rights reserved.
  21. 21. Award Criteria Guidance Points Guidance Points for the Nine Criteria of Evaluation Criteria Points 1 Leadership 100 2 Strategy 80 3 People 90 4 Partnerships & Resources 90 5 Processes, Products & Services 140 6 Customer Results 200 7 People Results 90 8 Society Results 60 9 Business Results 150 Total = 1000 © Operational Excellence Consulting. All rights reserved. 41
  22. 22. Scoring Guidelines Scoring Guidelines • Five scoring bands  0%  15% - 35%  40% - 60%  65% - 85%  90% - 100% • RADAR attributes © Operational Excellence Consulting. All rights reserved. 43
  23. 23. Scoring Guidelines Scoring Guidelines – Deployment Scores 0% 25% 50% 75% 100% No evidence or anecdotal Implemented in about 1/4 of relevant areas Implemented in about 1/2 of relevant areas Implemented in about 3/4 of relevant areas Implemented in all relevant areas No evidence or anecdotal Some evidence Evidence Clear evidence Comprehensive evidence 0% - 10% 15% - 35% 40% - 60% 65% - 85% 90% - 100% Attributes Implemented: • Approach is implemented Systematic: • Approach is deployed in a structured way © Operational Excellence Consulting. All rights reserved. 45
  24. 24. Scoring Guidelines Scoring Guidelines - Results Scores 0% 25% 50% 75% 100% No results or anecdotal Positive trends and/or satisfactory performance on some results Positive trends and/or sustained good performance on many results over the last 3 years Strongly positive trends and/or sustained excellent performance on most results over at least 3 years Strongly positive trends and/or sustained excellent performance in all areas over at least 5 years No evidence or anecdotal Favourable and appropriate in some areas Favourable and appropriate in many areas Favourable and appropriate in most areas Excellent and appropriate in most areas 0% - 10% 15% - 35% 40% - 60% 65% - 85% 90% - 100% Attributes Trends: • Trends are positive and/or there is sustained good performance Targets: • Targets are achieved • Targets are appropriate © Operational Excellence Consulting. All rights reserved. 47
  25. 25. 5 EFQM Assessment © Operational Excellence Consulting. All rights reserved.
  26. 26. EFQM Assessment The Assessment Cycle Plan the Assessment Monitor Progress Train the Participants Engage Management Team Develop Action Plans Conduct the Assessment Agree Priorities © Operational Excellence Consulting. All rights reserved. 51
  27. 27. EFQM Assessment Self-Assessment • Self-Assessment enables organisations to determine where they are on their journey towards excellence and plan out the next steps. © Operational Excellence Consulting. All rights reserved. 53
  28. 28. EFQM Assessment Recognised for Excellence Assessment • A Recognised for Excellence assessment provides learning for everyone involved in the process. This starts from preparing the initial input for the assessors, through all the interviews conducted on-site and in the final feedback report the Assessors produce. © Operational Excellence Consulting. All rights reserved. 55
  29. 29. 6 Preparing for Site Visit © Operational Excellence Consulting. All rights reserved.
  30. 30. Preparing for Site Visit The Site Visit • Visit by team of assessors • Activities during site visit  Tour of key operational areas related to the report  Discussions with senior management team  Interviews with employees  Management  Process groups teams  Employee groups  Reviews of documents and data © Operational Excellence Consulting. All rights reserved. 59
  31. 31. 7 EFQM Award Recipients © Operational Excellence Consulting. All rights reserved.
  32. 32. EFQM Award Recipients 2012 EFQM Award Recipients Organisation Country Recognition Robert Bosch GmbH Bamberg Plant Germany Award Winner & Prize Winner in Leading with Vision, Inspiration & Integrity; and Succeeding through People Coca-Cola İçecek A.Ş. Ankara Plant Turkey Prize Winner in Taking Responsibility for a Sustainable Future VAMED-KMB Austria Prize Winner in Nurturing Creativity and Innovation JSC “Medicina” Russia Prize Winner in Adding Value for Customers pom+Consulting AG Switzerland Prize Winner in Leading with Vision, Inspiration & Integrity Bosch Tecnologie Diesel e Sistemi Frenanti S.p.A. Italy Prize Winner in Managing by Processes BMW Plant Regensburg Germany Prize Winner in Managing by Processes © Operational Excellence Consulting. All rights reserved. 63
  33. 33. EFQM Award Recipients 2010 EFQM Award Recipients Organisation Country Recognition VAMED-KMB Austria Prize Winner in Succeeding through People Bradstow School United Kingdom Prize Winner in Leading with Vision, Inspiration & Integrity and Succeeding through People Olabide Ikastola Spain Prize Winner in Adding Value for Customers and Succeeding through People Eskişehir Maternity and Child Illnesses Hospital Turkey Prize Winner in Leading with Vision, Inspiration & Integrity Stavropol State Agrarian University Russia Prize Winner in Nurturing Creativity & Innovation and Leading with Vision, Inspiration & Integrity VAMED-KMB Austria Prize Winner in Succeeding through People Bradstow School United Kingdom Prize Winner in Leading with Vision, Inspiration & Integrity and Succeeding through People © Operational Excellence Consulting. All rights reserved. 65
  34. 34. Getting Started in the EFQM Excellence Journey © Operational Excellence Consulting. All rights reserved. 67
  35. 35. Your organisation’s gaps analysis and alignment plan • Insert your organisation‟s gaps analysis against the evaluation criteria • Insert your organisation‟s action plan to close the gaps  Who to take action?  By when must they close the gaps? © Operational Excellence Consulting. All rights reserved. 69
  36. 36. Let’s Go For It! © Operational Excellence Consulting. All rights reserved. 71
  37. 37. END OF PRESENTATION To view the full list of training presentations, please visit us at: www.oeconsulting.co m.sg © Operational Excellence Consulting. All rights reserved.
  38. 38. 1. Leadership 1a How leaders develop the mission, vision and values and are role models for a culture of excellence in the organisation 1b How leaders are personally involved in ensuring the organisation‟s management system is developed, implemented and continuously improved 1c How leaders are involved with customers, partners and representatives of society 1d How leaders motivate, support and recognise the organisation‟s people © Operational Excellence Consulting. All rights reserved. 75
  39. 39. 3. People 3a How people resources are planned, managed and improved 3b How people‟s knowledge and competencies are identified, developed and sustained. 3c How people are involved and empowered 3d How people and the organisation have a dialogue 3e How people are rewarded, recognised and cared for © Operational Excellence Consulting. All rights reserved. 77
  40. 40. 5. Processes, Products & Services 5a How processes are systematically designed and managed 5b How processes are improved, as needed, using innovation to fully satisfy and generate increasing value for customers and other stakeholders 5c How products and services are designed and developed based on customer needs and expectations 5d How products and services are produced, delivered and serviced 5e How customer relationships are managed and enhanced © Operational Excellence Consulting. All rights reserved. 79
  41. 41. 7. People Results 7a Perception Measures 7b Performance Indicators © Operational Excellence Consulting. All rights reserved. 81
  42. 42. 9. Business Results 9a Key Performance Outcomes 9b Performance Indicators © Operational Excellence Consulting. All rights reserved. 83

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