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CE EX Q-EXCELLENCE® the management informations system that compiles with the EFQM-Standard and the Balanced Scorecard

net-w IT-service GmbH Kurzes Geländ 7 86156 Augsburg Germany Telephone: 0049 (0) 821 444 600 Telefax: 0049 (0) 821 444 6099

Table of contents

Q-Excellence Business Information Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2

Q-Excellence Target Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

3

Information Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4

Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

5ff

Enablers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7ff

RADAR Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Connection between the EFQM model and the BSC within Q-Excellence® . . . . . . . .

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Balanced Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

11ff

Action- and project monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Competence Centre . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Process Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Document Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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1

Q-Excellence® Business Information Portal

The Business Information Portal (BIP) is the fully customisable user interface of Q-Excellence®.

- KPIs with Charts, Multi charts, status, additional information and the connection to actions

The BIP offers fast access to relevant management information and presents the achieved goals as a condensed output, regarding objectives, measures and processes.

- Description of processes, Process Scorecards, Pareto analyses and action plans.

The BIP may be personalised for each user, this means that only information classified as relevant by the user, will be submitted to the manager. The decision, which information is important, is now completely up to the user. Within his authorisation stage, the user can assign content from all areas of Q-Excellence®, e.g. targets, enablers, KPIs, processes, projects, actions and more. The following standard information is available:

- Projects with aims of the project, responsibilities and current status - Trends, which describe the development of business objectives, KPI's and actions All data can be joined in groups and can be presented in the Favourite menu item. The user can define these Favourites as available to others. To help to focus on areas of improvement all information with the RAG status "red" is presented within the Alert area. The Alert area is the first item the user will see when calling up the system.

- Targets with any linked information e.g., values, status and additional information, Charts and action plans etc.

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Q-Excellence® Target Management

Q-Excellence® is a software suite that enables companies to analyse whether and how far, individual organisational units have reached their agreed targets. As part of a comprehensive quality-management system (TQM), Q-Excellence® is based on the EFQM-Standard, which is recognised throughout the whole of Europe.

The EFQM model provides the foundation for the Q-Excellence® Target Management System. QExcellence®, in turn, is an information platform and updating tool all in one, providing the opportunity to present and enter different types of results and enablers for individual departments and/or teams, and to allocate specific results to specific enablers. All data may be entered and allocated individually, built up in a hierarchy and compared in groups. Specific action plans can be defined on this basis and consistently monitored. The data can be processed by the year, and can be continued over any number of years. QExcellence® is an established intranet software, developed together with the BMW AG, and after having completed an extended pilot phase is now successfully in international use.

Q-Excellence® is able to process further management models e.g. the Malcom Baldrige model. Q-Excellence® is divided into two major areas: The information platform, available to each interested user of the organisation, and the administration area to maintain data by using a sophisticated authorisation system.

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The Information Screen

The Information Screen is the section of the program providing access to all information. It starts with the entry page leading into the system, from where the user can change over into the update/administration section. Q-Excellence® allows and supports a multilingual approach and

may be expanded to suit requirements. In the basic version English and German are available. Within in the Navigation Screen, the user can select any of the menu items in the upper menu lines.

Departments

Departments (token)

Reporting period Language

Results

Enablers

Analyses

Administration

Competence Centre Projects and Actions

RADAR assessment

Balanced Scorecard

Process Management

Documents

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The Information screen Results

In the first line of the menu all defined result categories are shown, these are the main groups comprising the individual results. The Navigation screen may be configured differently for each department.. Also, choosing a specific type of result, i.e. People Results, Customer Results, Society Results and Key Performance Results, the user can obtain a list of all results in the lower half of the screen, as defined by the selected department. Target and actual values, together with the appropriate unit and RAG status are shown for each result.

or a URL (= another link to pages in the Internet/Intranet comprising more information), the user can retrieve this information via the "i" under info. If a result is underlined, the user knows that at least one enabler has been defined in this case for the actual achievement of the result. Assigned Projects and Actions are shown in the columns A (Actions) and P (Projects) and can be accessed by clicking on the respective icon. Scorecards and Multi charts may be accessed the same way, by clicking on the icon Reports (R) or Multi charts (M).

Should a result be presented together with specific information, either through an additional comment

Enabler assigment

Status information

Charts

Scorecard Result hierarchy

Selection by month

Multi chart

Results

Date sheet Result info

Project Action

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The Information screen Results

If any given result has been linked to lower-level or higher-level results, the user can visualise the result hierarchy by means of the tree structure icon presented when there is a hierarchical link. Clicking on this sign will automatically open another window presenting the result itself with all

the status information for the department involved and all departments/teams linked to it are presented in hierarchical structure, so that an overview of the development within the hierarchy is provided.

Result hierarchy

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The Information screen Enabler

In the second line of the menu all defined enabler categories are shown, these are the main groups comprising the individual enablers. Choosing a specific type of enabler, i.e. Leadership, People, Processes and Partnerships & Resources, the user can now obtain a list of all enablers in the lower half of the screen, as defined by the department chosen. Target and actual values, together with the appropriate unit and RAG status, the Measurement, the person responsible and the deadline are shown for each enabler.

An enabler underlined in the table is connected to a link showing that the enabler involved is linked to specific results. When clicking on such an enabler, the user will open a window listing all results the department chosen has assigned to the enabler involved. Assigned Projects and Actions are shown in the columns A (Actions) and P (Projects) and can be accessed by clicking on the provided icons.

Enabler

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The Information screen Enabler

If any given enabler has been linked to lower-level or higher-level enablers, the user can visualise the enabler hierarchy by means of the tree structure sign presented when there is a hierarchical link. Clicking on to this sign will automatically open another window presenting the enabler with all the

status information for the department involved. All departments/teams linked to this are then presented in a hierarchical structure.

Enabler hierarchy

If any given enabler has been linked to lower-level or higher-level enablers, the user can visualise the enabler hierarchy by means of the tree structure sign presented when there is a hierarchical link. Clicking on to this sign will automatically open another window presenting the enabler with all the status information for the department involved. All departments/teams linked to this are then presented in a hierarchical structure. The data can be processed by the month, also an annual history for enabler and results is available. Data is updated on an annual basis, but results and enablers may be maintained as required over a number of years without requiring any kind of new annual registration.

The flexibility of the program makes is possible to specify and display vertical and horizontal interactions between measures, results and departments. All items of data, whether in the form of text or values, are stored in a relational database, and therefore are comparable. Analyses are presented with all their interconnections and, wherever possible, graphically in diagrams. Each page may be printed out. If results or enablers have not been updated by the time agreed, the responsible administrator will receive an automatically generated email message, provided by the configurable reminder system. 8

The Information screen RADAR Assessment

The results and enablers already entered built the basis for the RADAR assessment, which is available for each department. The RADAR menu, in the administration area, supplies all necessary information to the responsible assessor. Net diagrams, Charts, actual values and additional information are presented in condensed form. The evaluation can take place quickly and without annoying gathering of data.

book is conform to the EFQM standard. The score computation is likewise generated automatically and is visible in the Information screen as soon as an evaluation has taken place.

Results and enablers are assigned to their subcriteria by the responsible Assessor on this place, because expert knowledge is necessary on this point. The automatically generated evaluation

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People

Leadership

Policy & Strategy

Ressources

Enabler

People Results

Processes

Customer Results

KeyPerformance Results Process Management

Society Results

Results

Document Management

Innovation & Learning

Actions

Projects

Processes

BSC

Finances

Customers

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The Information screen Balanced Scorecard

The employment of the Balanced Scorecard enables organisations, to make the achievement of their aimed business objectives consequently measurable as the conversion of their vision and strategy.

The measuring of both, the hard factors - as for example the classical financial results, and the socalled soft factors e.g. the adaptability of an organisation, and their linkage with one another, characterise the Balanced Scorecard.

The fundamental difference to the EFQM Model is that the Balanced Scorecard is designed to communicate and assess strategic performance, whereas the Excellence model sets the focus on encouraging the adoption of good practice across all management activities of the organisation.

The two approaches can add a useful dimension to one other by leveraging the knowledge and insights that each of the Models provides for the organisation. It is about enriching the management dialogue and process by providing additional resources of intelligence. In using the two, a management team can foster a deeper dialogue about performance supported by an end to end analysis of the organisation's performance from strategy to operations and process quality. Both Models clearly play a vital role in the strategy and business-planning spectrum.

The Q-Excellence® Balanced Scorecard was developed together with the experts of the BMW AG.

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The Information screen Balanced Scorecard

The integrated BSC offers among other things the following functions:

The project status can be indicated referring to the measures or to the results.

- A Multi-user system by consistent application of Web technology.

- The BSC cockpit gives an overview over all perspectives related to the organisational unit-.

- Multilevel definition of access rights for users.

- The target values are displayed time elapsed with their appropriate status (red, green, amber).

- Complex organisational structures can be represented in an open structure. (Ranging from head departments and departments up to cost centres and individual responsible persons).

- An unlimited number of perspectives can be defined. Perspectives can also be registered for an individual department.

- Additional information to objectives, measures, actions and responsibilities can be deposited just like appropriate documents.

- A comparison between organisational units (subordinated units) is presented.

- Time units available are year, half-year, quarter, month and week.

- Consistent drill down functionalities for organisational units, measures and time are provided.

- Overlapping evaluation possibilities via Chart generator.

- All values may be overwritten manually.

- Cross-linking with EFQM results can be represented.

- The possibility to aggregate cross-organisational values is provided.

- Notification- and memory functions are included and can be defined.

- Actions may be defined and monitored by means of Action cards.

- All associated projects and their status can be supervised in the project monitor at a glance.

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The Information screen Project- and Action monitoring

Additionally Q-Excellence® offers the possibility to assign Action maps to results, KPIs, enablers, processes or projects.

As soon as an action is defined, an Icon in the colour of the chosen RAG status is assigned to the particular process, result, KPI etc. Clicking on the action icon gives access to the Action cart that comprises all defined actions, measures, status, additional information and responsibilities. To each Action map infinite user defined actions can be attached.

Q-Excellence® offers the possibility to allocate projects and their current status as additional information to results, enablers. Projects may also be assigned to KPIs or processes.

The following information can be filed in the Project tool.

- Project manager, deputy and project team.

- Description of the project, project start and project end.

- Current project status and project-progress.

- Description of measures and risks.

- Description of goals, milestones, specialist departments involved etc.

- Project related documents.

- Sub-projects to each project.

- Project evaluation.

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The Information screen Competence Centre

The Competence Centre offers the possibility to place suggestions and questions. The responsible persons EFQM - or system specialists can answer the questions and assess the suggestions.

functions for Administrators and Operators are also available in this menu. The menu option FAQ answers questions frequently placed to EFQM and to the software.

As soon as a further suggestion is entered all responsible persons receive an email notification. Those are then responsible to process the suggestion or question. Questions or suggestions already posted as well as the answers are accessible to all users. In the Competence centre a communication tool for the EFQM team is available. Messages can be exchanged, minutes can be attached and technical questions can be discussed. The User help

Competence Centre

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The Information screen Process Management

The program section Process Management shows all defined processes according to a particular level of the organisation. All defined information is represented on a summary page, the Process Plan. The structure of the Process plan is automatically generated, dependent on the hierarchy defined in the Q-Excellence departmental administration. The process plan provides information about the areas of expertise, the processes, the process input and output. Processes are displayed in process groups broken down to single processes. The single process may

be selected via mouse click. The system then displays in a table the process sheet with information about the defined process steps, the input and output, the process owner and process team, the status etc. Binding documents and tools may be accessed from the process sheets. The self assessment of the process is shown by using RAG colours and by providing access to the Process Scorecards. The self assessment of the process with the appropriate Process Scorecards is a further component of the information just like the measure plans (Action cards).

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The Information screen Document Management

The module Document Management shows all defined documents in reference to the organisational unit. The following main categories are available: - Results - Enablers - KPIs - Action cards - Projects - Processes and - General documents.

All documents which are assigned to a main or sub-category can be accessed with the appropriate administration rights. All the necessary information e.g. responsibility, status, version number, description, key words etc. can be attached to documents. Organisational units can be selected by means of the selection list or by using the search function. Within each organisational unit there is a search function for documents.

Sub-categories are created automatically to facilitate the orientation. Departments or documents may be found by using the search functions.

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