Supporting the Excellence Journey Gianluca Mule, EFQM 23rd September 2013
Do we need another system? Organisations implement a large amount of different systems and processes: ISO, Lean, Six Sigma, TQM, Balance scorecards, satisfaction survey… Isn’t it all enough? EFQM Model is the framework which holds all these bits and pieces together
It help you to better understand, implement and communicate your vision for the future and unite efforts of everyone, including leaders, employees and partners to achieve it
It’s not only about quality of products or systems any more but about excellence in all aspects of organisational operation
Components of the EFQM Model A framework
to drive and stimulate continuous improvement
to bring together all the different components of your management system, giving you an overview of your current strengths and opportunities to grow
to identify which actions are driving your results, and which areas need more attention
The Model is pragmatic and practical: it is developed by organisations for organisations It is not prescriptive: you have the freedom to choose what is best for you It is holistic
Benefits for All Management
Model helps them to see links between strategy and operations
Engages employees in change
Continuous and well managed change
Leaders
Helps to deliver the strategy
Helps to understand what is important to do as a leader
Develops a unique culture where excellence is the norm
Employees
Provides platform to build a common direction
Helps to understand the impact of their action
Allows to see how they can contribute to progress
How we use the Model To get an holistic view
Use the Fundamental Concepts of Excellence
This provides feedback that the Management Team can use at a strategic level
To understanding the detail
Use the Excellence Model Criteria & RADAR logic
This provides feedback useful to the Process Owners & Responsible Managers
To drive the Excellence Journey
The Journey Start – Develop – Excel
The Journey - Ingredients
Building a Process of Systematic Improvement
Where are we now?
Sustainable “Excellence” Building a Culture of Systematic Improvement
Phases of Excellence (1) Concept Adding Value for Customers
Start
Develop
Excel
Customer groups are identified, day to day contacts are managed and satisfaction is measured.
Needs and expectations are deeply understood and embedded in customer related management processes.
The on‐going dialogue with customers is used to anticipate changes to the needs and expectations of markets, current and potential customers.
Maturity ‐>
Creating a Sustainable Future
Management, legal and global/local regulatory requirements are understood and met.
The organisation’s approaches support the aims of economic, social and environmental sustainability.
Sustainable corporate behaviour is recognised by key stakeholders as an integral part of the organisation's purpose and strategy.
Maturity ‐>
Developing Organisational Capability
A process exists for understanding current capabilities and future organisational needs.
There is a structured process managing organisational change.
New ideas and innovations are encouraged.
Creativity and Innovation are managed as structured processes with assigned roles and responsibilities.
The organisation has a proven track record for effectively managing change, not only within their own operations but across all key parts of their value chain.
Maturity ‐>
Harnessing Creativity & Innovation Maturity ‐>
There is a systematic approach to creativity and innovation, throughout the organisation and related values streams and communities.
Phases of Excellence (2) Concept Leading with Vision, Inspiration & Integrity
Start The Vision and Mission are defined, communicated and generally understood.
Develop
Excel
Leaders inspire people throughout the organisation through shared values, role model behaviour.
A common and shared purpose is established, the Vision, Mission and Values are fundamental to the way the organisation operates and the way people work.
Maturity ‐>
Managing with Agility
Comparative data and information The processes required to achieve the are used to put performance into desired results are defined, developed, context and drive improvement with measured and managed. appropriate speed for the market.
The organisation is able to anticipate and take timely action to exploit opportunities or effectively manage threats to ensure their future success.
Maturity ‐>
Succeeding through the Talent of People
Approaches are in place to involve people and their talents are recognised.
The potential of people is increasingly enabled; people are motivated and prepared to “go the extra mile”.
A culture of trust and empowerment drives performance and enhances the organisation’s image and reputation.
The strategic goals of the organisation are based on the needs and expectations of their key stakeholder groups.
A balanced set of results is used to monitor performance against strategic goals and how it compares to competitors or best in class organisations.
The key stakeholders have relevant data and confidence that the organisation will be able to sustain outstanding performance levels.
Maturity ‐>
Sustaining Outstanding Results
Maturity ‐>
The 4 building blocks of the journey
Recognition: Sharing: Assessment:
Training:
Creating the Platform
Recognition: Assessment: Training: One day workshop
Sharing: EFQM knowledge base
Quick Check Self‐ Assessment
EFQM Committed to Excellence
Refining the Platform
Recognition: Assessment: Training: Leaders for Excellence
Sharing: EFQM good practice visit
Business Excellence Matrix
EFQM Recognised for Excellence
Sustaining Excellence
Recognition: Assessment: Training: EFQM Assessor Training
Sharing: EFQM Communities of Practice
EFQM Management Document
EFQM Excellence Awards
EFQM Portfolio
Case Studies & User Guides
Assessing with the Model
Good Practice Visits
Implementing the Model
Webinars
Sharing
Training
Trainer Accreditation
Communities of Practice Membership
EFQM Excellence Awards
Self‐Assessment tools
Recognised for Excellence
Strategic Assessments
Committed to Excellence
Recognition
Assessment
Primary Partners
Partners
Representatives Bbest Fundación Colombia Excelente Czech Society for Quality (CSQ) CODEFE National Quality Institute
Commercial
Laatukeskus Excellence Finland Groupe AFNOR (AFNOR) Hungarian Association for Excellence (HAE) The Standards Institution of Israel King Abdullah II Center for Excellence
Allan Ahrensberg Excellence Aps Creative Technology
Kazakh Organization for Quality and Innovation Management (KOQIM) Centre for Competitiveness (CforC) Associação Portuguesa para a Qualidade (APQ) Russian Organization for Quality (ROQ
Distributors
Ministry for Higher Education, Science and Technology Metrology Institute (MIRS) Swedish Institute for Quality (SIQ) Stiftung ESPRIX Ukrainian Association for
SKEA
IDMC Umbrella Consulting
Licensed Trainers
Professional Training Services Roadmak Solutions Cia Lta QMS Gmbh & Co KG Karin Walter Consult Excellence Europe GmbH Sustainable Excellence Team
qPlus Resources Jordan Society for Quality Improve4All Help to Improve Escola Superior de Ciências Empresariais Slovensko združenje za kakovost in odličnost
Wyser & nirk GmbH ForumQM ITQM ForumQM Proven‐Practice.com Seçkin Consultancy and Training Co. Ltd.
The Development Partnership Shawqi Sajwani Quality Consultants Excellence Ship SYNA Development CMI Meirc Training & Consulting
Andre Haynes TQMI Mark Webster Consulting Footloose Services Ltd
Licensed Advisors
eeGeMa Evaluesense ApS IBK CF Your Advantage QMS GmbH & Co KG TQU Group
QMS GmbH & Co KG Excellence Europe Sustainable Excellence Team qPlus Resources Vittorio Cesarotti Adriano Ruchini
Dynamic University Tossaint for Excellence Help to Improve Improve4All Aliad Sysman
Swiss Excellence Forum ITQM MSI AG Seçkin Consultancy and Training Co. Ltd. Shawqi Sajwani Quality Consultants Andre Haynes
D&D Excellence TQMI Footloose Mark Webster Consulting North of England Excellence TOQUEX Ltd.
Training: Right product, right customer, right time
What’s right…? Starting
Basic Assessor (on‐line)
Do they want to be an assessor? Mature
Individual
Starting
EFQM Assessor Training Journey to Excellence
Are they trying to implement? Mature
Leaders for Excellence
Who is it for? Starting
Do they want to do a self‐ assessment? Mature
One Day Workshop Internal Assessor Training
Organisation Starting
Do they need to establish a culture of improvement? Mature
Journey to Excellence Leaders for Excellence
Helping decide for individual… Which EFQM Training is right for me...? Who is it for? Is it for the individual or their organisation. Assessing or Implementing? the system top management use to review the overall performance of your organisation. Individual Assessing: how much experience do you have? Individual Implementation: how far into your journey are you? Organisation Assessment: what have you done already? Organisation Implementation: how far into your journey are you…?
You need to answer more questions… Max also recommends… I'm thinking about it… EFQM Publications: Give me more info!
Helping decide for organisation… Where are you on your Journey towards Excellence?
Strategic Plan: a document that describes the key objectives and supporting actions for your organisation's future activities. Management Reporting: the system top management use to review the overall performance of your organisation. Customer Survey: a structured process to collect feedback from customers to gauge their level of satisfaction with your products and services. Employee Survey: a structured process to collect feedback from employee to gauge their level of satisfaction and / or engagement.
Process Management: the degree to which the internal processes required to deliver your strategic goals have been defined & documented. Sustainability: the policies you have developed to ensure the future sustainability of your organisation's business model.
You need to answer all 6 questions... Recommended EFQM Course: You need to answer all 6 questions... In-House Training Option: You need to answer all 6 questions...
Assessing to improve: celebrating progress
EFQM Levels of Excellence
EFQM Recognition Process Committed to Excellence
First step on your journey towards excellence
Self‐assessment
Recognised for Excellence
External assessment (3‐6 assessors)
Detailed feedback of your strong and weak points
EFQM Awards
Takes place once a year
Successful organisations are recognised as finalist or prize/award winners ©2011 EFQM
Over 500 Organisations Recognised in 2012
EFQM Forum Why should you attend? Because… You will meet the Award Winners and celebrate the achievement with them. The forum will take place in one of the most beautiful cities in Europe, Vienna. Because you can… – – –
Connect to your peers in and outside your industry . Learn from world‐class organisations. Contribute your own views of the impact of the future in the business environment
Take advantage of the early bird registration!
Vienna, 23&24th of October.
Thank you! More information: www.efqm.org