Typical example of EFQM self-assessment questionnaire, used to evaluate the approaches used in various organization processes.

1. EFQM Self-Assessment Questionnaire

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To what degree has the
approach been
implemented?
If so, is there a structured
implementation plan with an
appropriate this frame?
Deployment Assessment and Refinement
Do you have measures to
assess the effectiveness
of the approach?
If so have you used the
measures to review and
improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
How do Leaders communicate organisational goals to employees
How do Leaders encourage employees to contribute to organisational goals and participate in
improvement activities?
What do Leaders do to recognise the contribution of stakeholders and employees?
How do Leaders make time available to support and listen to people
What is the Leadership style within the organisation?
What are the priorities that Leaders consistently pay attention to?
Who are your key stakeholders and how do Leaders identify and respond to their needs
How do Leaders work in partnership with key stakeholders?
Approach
Is the relevance of the
approach clear?
If so, does it support other
approaches?
Has refinements been
introduced to the
approch?
Criterion 1: Leadership
How do the leaders of your organisation:
• Develop a purpose and vision, role model appropriate values, ethices and behaviours
with respect to customers, suppliers, employees and the community.
• Demonstrate personal involvement to ensure that your organisational proesses and structure are
aligned with strategy.
For each of the 10 questions below, agree one score for the statements described against Approach,
Deployment, Assessment and Refinement.
5 = Strong positive evidence1 = Weak evidence
Describe the role of leaders in defining the purpose of the organisation
What are the key values and behaviours supported by Leaders, that govern how the organisation
operates?

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Deployment Assessment and RefinementApproach
Is the relevance of the
approach clear?
If so, does it support other
approaches?
Has refinements been
introduced to the
approch?
How does the organisation develop, implement and review strategy that is
aligned to meet the needs and expectations of stakeholders.
For each of the 10 questions below, agree one score for the statements described against Approach,
Deployment, Assessment and Review and Results.
Criterion 2: Strategy
5 = Strong positive evidence1 = Weak evidence
Q1: What information do you collect and use to define the market you will operate in now and in
the future?
How do you track competitor activity?
To what degree has the
approach been
implemented?
If so, is there a structured
implementation plan with an
appropriate this frame?
Do you have measures to
assess the effectiveness
of the approach?
If so, have you used the
measures to review and
improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
How do you anticipate the needs of stakeholders? (Customers, Employees, Shareholders, Society)
What are the key strategic goals of the organisation?
Describe your planning process
How do you prioritise activities in your strategic plan
How do you cascade strategy in your organisation?
How do you align organisational goals with individual and team targets and objectives
How do you review the effectiveness of your strategy
What performance data do you review to assess whether deployment of your strategy is on
track?

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How do you identify and develop the skills of employees to ensure that the organisation has the
capability to achieve organisational goals?
How do you encourage and support employees to achieve their potential?
What opportunities are provided to enable employees to participate in improvement
opportunities?
How do you align organisational goals with team and individual targets and objectives?
How are employees appraised to help improve their performance?
Describe the communication processes used to keep employees updated with organisational
policies, share knowledge and good practice and allow upward feedback?
What policies exist to motivate and recognise employees?
To what degree has the
approach been
implemented ?
If so, is there a structured
implementation plan with an
appropriate this frame?
Do you have measures to
assess the effectiveness
of the approach?
If so have you used the
measures to review and
improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
Deployment Assessment and Refinement
Is the relevance of the
approach clear?
If so, does it support other
approaches?
Has refinements been
introduced to the
approch?
How does the organisation manage, develop and release the potential of its
people, in order to support strategy and the effective operation of its processes.
For each of the 10 questions below, agree one score for the statements described against Approach,
Deployment, Assessment and Review and Results.
5 = Strong positive evidence1 = Weak evidence
How do you ensure that your HR plan is aligned with organisational strategy?
What are the key human resource policies in your organisation?
(e.g. Resource Planning, Recruitment, Career Development, Equal Opportunities, Appraisal)
How do you capture feedback from employees in order to improve HR policies?
ApproachCriterion 3: People

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To what degree has the
approach been
implemented?
If so, is there a structured
implementation plan with an
appropriate this frame?
Do you have measures to
assess the effectiveness
of the approach?
If so, have you used the
measures to review and
improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
What are the key financial policies of the organisation? (e.g. invoicing cycles, investment
appraisal, managing risk)
How are emerging technologies evaluated?
How is information and knowledge collected, organised and managed within the organisation?
How is information and knowledge shared and exploited within the organisation?
Deployment Assessment and RefinementApproach
Is the relevance of the
approach clear?
If so, does it support other
approaches?
Has refinements been
introduced to the
approch?
Criterion 4: Partnerships and Resources
How does the organisation plan and manage external partnerships and internal resources, in order to
support strategy and the effective operation of its processes.
For each of the 10 questions below, agree one score for the statements described against Approach,
Deployment, Assessment and Review and Results.
5 = Strong positive evidence1 = Weak evidence
Who are your key partners? Is the relationship with them assessed in terms of their contribution
to your strategy?
What is the relationship you have with key partners and does this add-value to your customer /
supplier chain?
How are financial resources allocated in support of strategy?
How are the assets of the organisation managed and maintained to optimise utilisation and
increase their life-cycle?
What approaches are in place to manage consumption of materials and energy and minimise
waste?
How does the organisation manage and exploit technology in support of strategy?

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Assessment and Refinement
Is the relevance of the
approach clear?
If so, does it support other
approaches?
Has refinements been
introduced to the
approch?
To what degree has the
approach been
implemented
If so is there a structured
implementation plan with an
appropriate this frame?
Do you have measures to
assess the effectiveness
of the approach?
If so, have you used the
measures to review and
improve the approach?
Do you undertake learning &
creativity practices for
improvement & inovation?
Approach DeploymentCriterion 5: Processes, Products, Services
How does the organisation design, manage and improve its processes in order to support strategy and
fully satisfy customers and other stakeholders.
For each of the 10 questions below, agree one score for the statements described against Approach,
Deployment, Assessment and Review and Results.
5 = Strong positive evidence1 = Weak evidence
What are your key business processes?
How are interface issues or conflicts inside the organisation resolved? (This may be between different
functions or across processes managed by the same or different functions)
How are performance indicators used to identify and prioritise improvement opportunities?
How are changes to processes communicated and training updated to ensure predicted results
are achieved?
How is market, customer and competitor research used to design and develop products and
services that meet customer expectations?
How is creativity and innovation encouraged to develop competitive products and services?
How are products and services promoted, produced, delivered and serviced to customers?
How do customers gain access to your organisation?
How does the organisation handle feedback from customers?
How does your organisation survey customers to determine and enhance customer satisfaction?

7. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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Causes
Do you know the
key approaches that
drive results?
What are the key perception
indicators you monitor to assess
Loyalty and Intention to Repurchase
your products and services?
Targets Comparisons
What is the organisation achieving in
relation to its external customers?
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Are your trends positive
and sustained ?
Do you compare and
match your results with
those achieved by external
organisations?
Do you know the key
approaches that drive
results?
TrendsIntegrity Segmentation
What are the key internal
performance indicators you monitor
to assess defects and error rates of
your products and services?
1 = Weak evidence
Who are your key customers? What
key perception indicators do
you monitor to assess the Image and
Reputation they have of your
organisation?
What key perception indicators do
you monitor to assess the views
of your customer’s about the Quality,
Value and Reliability of your products
and services?
What key perception indicators do
you monitor for Sales and After
Sales Support, Warranties and
Guarantees?
Criterion 6: Customer Results
Relevance
Relevance & Usability
Are your results
consistent with the
strategy, needs &
expectations of
stakeholders?
Perfomence & Outcomes
Are your results
comprehensive,
timely, reliable,
accurate ?
Are your results segmented,
identified & prioritised?

8. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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Are your trends positive
and sustained ?
Do you compare and
match your results with
those achieved by external
organisations?
Do you know the key
approaches that drive
results?
Do you know the
key approaches that
drive results?
What is the organisation achieving in
relation to its external customers?
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Are your results
consistent with the
strategy, needs an
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results identified,
segmented & prioritised?
1 = Weak evidence
What are the key internal
performance indicators you monitor
to assess new and lost business?
What are the key internal
performance indicators you monitor
to assess sales performance?
What are the key internal
performance indicators you monitor
to assess customer retention and the
duration of customer
relationships?
What are the key internal
performance indicators you monitor
to assess the lifetime value of
customers?
What are the key internal
performance indicators you monitor
to assess satisfaction and complaints
levels?
Criterion 6: Customer Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes

9. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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Do you know the
key approaches that
drive results?
Perfomence & Outcomes
Causes
Criterion 7: People Results Relevance & Usability
Relevance Integrity Segmentation
Are your results
consistent with the
strategy & needs an
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results identified,
segmented & prioritised?
What are your key perception
indicators for employee satisfaction
with working relationships and
management style?
What are your key perception
indicators for employee satisfaction
with employment conditions, pay and
benefits?
What are your key perception
indicators for employee satisfaction
with opportunities to learn and
achieve?
What are your key perception
indicators for employee satisfaction
with communication?
Trends Targets Comparisons
What is the organisation achieving in
relation to its people.
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Are your trends positive
and sustained ?
Do you set and achieve
targets?
Do you compare and
match your results with
those achieved by
external organisations?
1 = Weak evidence
What are the key perception
indicators you monitor to assess the
motivation of your organisation’s
people? (e.g. career development,
empowerment, involvement)

10. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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Perfomence & OutcomesCriterion 7: People Results Relevance & Usability
Relevance Integrity
What are your key internal
performance indicators to monitor to
assess employee competencies and
capability to achieve
organisational goals?
What are your key internal
performance indicators for employee
productivity?
What are the key internal
performance indicators you monitor
to assess the level of recognition in
the organisation?
Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in
relation to its people.
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Are your results
consistent with the
strategy & needs an
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results identified,
segmented & prioritised?
Are your trends positive
and sustained ?
Do you set and achieve
targets?
Do you compare and
match your results with
those achieved by
external organisations?
Do you know the
key approaches that
drive results?
1 = Weak evidence
What are your key internal
performance indicators for
absenteeism, sick levels and
accidents?
What are your key internal
performance indicators for employee
turnover?

11. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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Do you know the
key approaches that
drive results?
Trends Targets Comparisons
Criterion 8: Society Results Relevance & Usability
Relevance Integrity Segmentation
Perfomence & Outcomes
Causes
What is the organisation achieving in
relation to local and national communities.
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Are your trends positive
and sustained ?
Do you set and achieve
targets?
Do you compare and
match your results with
those achieved by
external organisations?
1 = Weak evidence
What are the key perception
indicators of society’s view of the
organisation as a responsible citizen?
Are your results
consistent with the
strategy & needs &
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results segmented,
identified & prioritised?
What are the key perception
indicators of society’s view of the
organisations impact on local and
national economies?
What internal performance indicators
do you monitor to assess the
environmental impact of your
operations? (e.g. noise, nuisance,
emissions, pollution)
What indicators do you monitor to
assess reduction and elimination of
waste?
What indicators do you monitor to
assess recycling?

12. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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What is the organisation achieving in
relation to local and national communities.
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
What indicators do you monitor to
assess positive and negative
media / press coverage and
reputation in the community?
What indicators do you monitor to
assess your contribution to
society and involvement in
communities? (e.g. charity and
voluntary work)
What indicators do you monitor to
assess health risks and accidents to
the public?
What awards and accolades have you
received from the community?
Criterion 8: Society Results Relevance & Usability Perfomence & Outcomes
Relevance Integrity Segmentation Trends Targets Comparisons Causes
Are your results
consistent with the
strategy & needs &
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results segmented,
identified & prioritised?
Are your trends positive
and sustained ?
Do you set and achieve
targets?
Do you compare and
match your results with
those achieved by
external organisations?
Do you know the
key approaches that
drive results?
1 = Weak evidence
What indicators do you monitor to
assess usage of utilities? (e.g.
electricity and water consumption)

13. 5 = Strong positive evidence1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
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Do you know the
key approaches that
drive results?
Comparisons Causes
What indicators do you use to
monitor Cash Flow? (debtors /
creditors, liquidity ratios)
1 = Weak evidence
What indicators do you monitor to
assess the Financial health of
the organisation? (e.g. budget
performance, sales revenue, profit,
return on assets)
What indicators do you use to
monitor Balance Sheet
performance? (investments,
depreciation, asset management,
write-offs)
What indicators do you use to
monitor Material Consumption?
(e.g. stock turnover, defect rates,
waste)
What indicators do you use to
monitor Supplier Performance?
(price, delivery, contribution, added
value)
What is the organisation achieving in
relation to its planned performance &
strategic intent.
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Criterion 9: Key Performance Results Relevance & Usability
SegmentationIntegrityRelevance
Are your results
consistent with the
strategy, needs,
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results segmented,
identified & prioritised?
Are your trends positive
and sustained ?
Do you set and achieve
targets?
Do you compare and
match your results with
those achieved by
external organisations?
TargetsTrends

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What indicators do you use to
monitor the Value of intellectual
capital? (e.g. intellectual property,
patents, royalties, innovation
rates, new product development)
What indicators do you use to
monitor Productivity?
(maintenance, downtime, output per
employee)
What indicators do you use to
monitor Market Share or the Sector
Performance of the organisation?
What indicators do you use to
monitor Product and Service cycle
times? (e.g. production cycles, from
time to place an order to delivery,
time from product development to
market)
What indicators do you use to
monitor the sharing and use of
knowledge?
Criterion 9: Key Performance Results Relevance & Usability
Relevance Integrity Segmentation Trends Targets Comparisons Causes
What is the organisation achieving in
relation to its planned performance &
strategic intent.
For each of the 10 questions below, agree
one score for the statements described
against Trends, Targets, Comparisons and
Causes.
Are your results
consistent with the
strategy, needs,
expectations of
stakeholders?
Are your results
comprehensive,
timely, reliable &
accurate ?
Are your results segmented,
identified & prioritised?
Are your trends positive
and sustained ?
Do you set and achieve
targets?
Do you compare and
match your results with
those achieved by
external organisations?
Do you know the
key approaches that
drive results?
1 = Weak evidence