2013 LocWorld London – LSP 2.0 – From Good to Excellence

by Stefan Gentz, tracom.de @StefanGentz facebook.com/stefan.gentz
Localization World • June 13, 2013 • London, United Kingdom
LSP 2.0 – From Good to Excellence

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@stefangentz
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facebook.com/stefan.gentz
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www.tracom.de • @stefangentz • facebook.com/stefan.gentz

Let's make this event trending!
@stefangentz at
#LocWorld:
Your voice matters!
#excellence

Excellence …

Some Quotes …

Steve Jobs (1955–2011)
»Most people aren't used to an environment
where excellence is expected.«

Barack Obama (*1961)
»We need to internalize this idea of excellence.
Not many try hard enough to be excellent.«

From Our
Industry!

»Excellence is not an event.
It's a practice, a behavior.«
Renato Beninatto
Chief Marketing Officer, Moravia IT a.s.

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.«

»LSP Excellence: Oft claimed without merit,
and lost without deserving …«
Robert Etches
CIO, TextMinded Danmark / Vice-Chairman, GALA

»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.

»Keep satisfying your employees, suppliers and
customers – and you will achieve excellence!«
Sufian Reiter
Vice President Sales, Plunet, Inc.

Confusing?

Let's make a »Sprint«!

What makes an LSP excellent?
Groups5
Minutes5
Answers5

Group Answers

What is the EFQM?

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)

»Excellent Organizations
achive and sustain outstanding
levels of performance that meet or
exceed the expectations of all their
stakeholders.«
EFQM about »Excellent Organizations«

8 Concepts of Excellence

Fundamental

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

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

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

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

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

Managing with Agility6
• identify and respond effectively and efficiently
to opportunities and threats
• evaluate & develop technology to improve
agility of processes, projects and organization

Succeeding through the Talent of People7
• attract, develop and retain talented people
• align personal and team objectives
• ensure a healthy work/life balance
• develop skills and competencies of their people

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

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

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
Fundamental

Take away
inspiration

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 Really Use the Talent of Your People?7
Do You achive sustaining, outstanding results?8

The most
important one
for me is:

3Pwww.tracom.de • @stefangentz • facebook.com/stefan.gentz

3PPEOPLE • PLANET • PROFIT

EFQM Excellence Model

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

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

EFQM Radar

Required
RESULTS
Plan and develop
APPROACHES
DEPLOY
Approaches
ASSESS AND REFINE
Approaches and
Deployment
EFQM »RADAR«

@stefangentz at
#LocWorld:
Your voice matters!
#excellence
Did you tweet?

That's it.

»Thank you for being excellent!«

2013 LocWorld London – LSP 2.0 – From Good to Excellence

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