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The efqm excellence model
The EFQM Excellence Model provides a framework for organizations to assess their performance and drive continuous improvement. It includes 9 criteria across enablers and results. The 5 enabler criteria cover leadership, strategy, people, partnerships/resources, and processes/services. The 4 results criteria cover customer, people, social, and business outcomes. Organizations can use the RADAR logic to structure self-assessment of their approaches and achievement of results. The model takes a holistic view to help organizations meet stakeholder expectations and achieve sustainable excellence.
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The efqm excellence model
- 1. THE EFQM EXCELLENCEMODEL Ahmed Al Dahab https://www.youtube.com/watch?v=KCprz8NAZ9MIntroducing EFQM
- 2. THE EFQM EXCELLENCEMODEL Whilst there are numerous management tools and techniques commonly used, The EFQM Model provides an holistic view of the organization and it can be used to determine how these different methods fit together and complement each other. The EFQM can therefore be used in conjunction with any number of these tools, based on the needs and function of the organization, as an overarching framework for developing sustainable excellence. Excellent organizations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders.
- 3. THE EFQM EXCELLENCEMODEL There is a set of three integrated components which comprise the EFQM Excellence Model: The Fundamental Concepts of Excellence The Model Criteria The RADAR Logic
- 4. WHAT IS EXCELLENCE We often talk about it, and in general we feel we're doing an excellent job, but what is Excellence? Excellence is more than just doing well, or being good. Excellence is when people strive to be the best they can be and this applies to organisations as well.
- 5. THE NEED FORMODEL Who does the organisation work for? The traditional view is the shareholders. But from an internal perspective, this means optimizing profitability and balancing the short-term demands for dividends against the long-term sustainability of the business model. To ensure sustainable financial growth, we need to keep our customers satisfied. To do this, we need to develop and deliver products & services that add value to them. We also need to deliver excellent service to maximize retention, loyalty and our reputation.
- 6. FUNDAMENTAL CONCEPTS HOWDO YOU DEFINE EXCELLENCE? Excellent Organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders. Fundamentals Concepts:
- 7. MODEL CRITERIA APPLICABLETO ANY ORGANISATION The EFQM Excellence Model is based on 9 criteria. 5 of these are "Enablers" and 4 are "Results". The "Enabler" criteria cover what an organisation does and how it does it. The "Results" criteria cover what an organisation achieves.
- 8. ENABLERS WHAT ANORGANISATION DOES AND HOW IT DOES IT LEADERSHIP Excellent organisations have leaders who shape the future and make it happen, acting as role models for its values and ethics and inspiring trust at all times. They are flexible, enabling the organisation to anticipate and reach in a timely manner to ensure the on-going success of the organisation. 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. PEOPLE Excellent organisations value their people and create a culture that allows the mutually beneficial achievement of organisational and personal goals. They develop the capabilities of their people and promote fairness and equality. They care for, communicate, reward and recognise, in a way that motivates people, builds commitment and enables them to use their skills and knowledge for the benefit of the organisation. 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. PROCESSES, PRODUCTS & SERVICES Excellent organisations design, manage and improve processes, products and services to generate increasing value for customers and other stakeholders.
- 9. RESULTS WHAT ANORGANISATION ACHIEVES There are 4 Results areas, shown on the right-hand side of the Model. These are the results an organisation achieves, in line with their strategic goals. In all 4 results areas, we find that excellent organisations: Develop a set of key performance indicators and related outcomes to determine the successful deployment of their strategy, based on the needs and expectations of the relevant stakeholder groups Set clear targets for key results, based on the needs and expectations of their business stakeholders, in line with their chosen strategy Segment results to understand the performance of specific areas of the organisation and the experience, needs and expectations of their stakeholders Demonstrate positive or sustained good business results over at least 3 years Clearly understand the underlying reasons and drivers of observed trends and the impact these results will have on other performance indicators and related outcomes Have confidence in their future performance and results based on their understanding of the cause and effect relationships established Understand how their key results compare to similar organisations and use this data, where relevant, for target setting
- 10. RESULTS CUSTOMER RESULTS Excellentorganisations 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. SOCIETY RESULTS Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of relevant stakeholders within society. BUSINESS RESULTS Excellent organisations achieve and sustain outstanding results that meet or exceed the need and expectations of their business stakeholders.
- 11. STRUCTURED APPROACH TOQUESTIONING THE PERFORMANCE OF AN ORGANISATION RADAR is a simple but powerful management tool that can be applied in different ways to help drive continuous improvement: Assessing the maturity of the approaches you have implemented Assessing the excellence of the results achieved Helping to structure improvement projects
- 12. ASSESSING ENABLERS Whenassessing Enablers, we look at the approaches adopted, how they have been deployed and how the organisation assesses and refines their efficiency & effectiveness over time.
- 13. ASSESSING RESULTS Whenassessing Results, we first look at their Relevance to the organisation's strategy and how useful they are in reviewing progress against these key objectives. When then look at the performance of the results themselves.