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Information: European Foundation for Quality Management EFQM

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:: Copyright: EFQM Brussels

E F Q M The European Foundation for Quality Management

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The EuropeanFoundation for

Quality Management

The European Foundation for Quality

Management (EFQM) is a membership based,

not for profit organisation, created in 1988 by

fourteen leading European businesses, with a

Mission to be the Driving Force for Sustainable

Excellence in Europe and a Vision of a world in

which European organisations excel.

By January 2000, membership had grown to

over 800 members from most European countries

and most sectors of activity. In addition to being

the owner of The EFQM Excellence Model

(EFQM Model) and managing The European

Quality Award process, it also provides a

portfolio of services for its members.

1999 EFQMIt is the EFQMs intent to encourage the widespreaduse of this material within companies andorganisations. However, no part of this publicationmay be reproduced, stored in a retrieval system, orcommunicated in any form or by any means (bethis electronically, mechanically, through photocopyor recording, or otherwise) without the prior writtenpermission from the copyright owner.

Brussels Representative OfficeAvenue des Pliades, 151200 BrusselsBelgiumTelephone +32-2 775 35 11Telefax +32-2 775 35 35http://www.efqm.orge-mail: info@efqm.org

E u r o p e a n

F o u n d a t i o n

f o r

Q u a l i t y

M a n a g e m e n t

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Introducing excellence :using the EFQM Excellence

Model to improveperformance

Introduction

This brochure provides a brief description of the EFQM Excellence Model and thefundamental concepts upon which the Model isbased; it also outlines how organisations can usethe Model and the process of Self-Assessment toimprove performance, and how they can benefitfrom making applications for The EuropeanQuality Award.

The EFQM Excellence Model is flexible and canbe applied to organisations large and small, inthe public as well as the private sector.

The EFQM Excellence Model

The EFQM Excellence Model, a non-prescriptiveframework based on nine criteria, can be usedto assess an organisation's progress towardsexcellence*. The Model recognises there aremany approaches to achieving sustainableexcellence in all aspects of performance. It isbased on the premise that:

Excellent results with respect to Performance,

Customers, People and Society are achieved

through Leadership driving Policy and Strategy,

People, Partnerships and Resources and

Processes.

E F Q M Introducing excellence

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* Excellence is defined as outstanding practice in managing theorganisation and achieving results, all based on a set of 8fundamental concepts.

The arrows emphasise the dynamic nature of themodel. They show innovation and learning helpto improve enablers which in turn lead toimproved results.

Definitions of the nine criteria and the sub-criteria are given in Appendix 1. Forconvenience, we use the terms "Enablers" and"Results" to designate two categories of criteria.Enabler criteria are concerned with how theorganisation undertakes key activities; Resultscriteria are concerned with what results arebeing achieved.

At the heart of the Model lies the RADAR logic.The elements of RADAR are Results, Approach,Deployment, Assessment and Review. The elements of Approach, Deployment,Assessment and Review are used whenassessing "Enabler" criteria and the Resultselement is used when assessing "Results"criteria.

Within this non-prescriptive framework, certainfundamental concepts underpin the Model.Behaviours, activities or initiatives based onthese concepts are often referred to as TotalQuality Management. This is what we meanwhen we use the words "Total QualityManagement" in this brochure.

The concepts are not listed in any particularorder and the list is not meant to be exhaustive.They will change as excellent organisationsdevelop and improve.

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E F Q M Introducing excellence

People

Policy & Strategy

Partnerships & Resources

ProcessesKey

PerformanceResults

Leadership

People Results

Customer Results

Society Results

R E S U L T SE N A B L E R S

I N N O V A T I O N A N D L E A R N I N G

The EFQM Excellence Model is a registered Trademark

E F Q M Fundamental Concepts

Fundamental Conceptsof Excellence

Results Orientation

Excellence is dependent upon balancing andsatisfying the needs of all relevant stakeholders(this includes the people employed, customers,suppliers and society in general as well as thosewith financial interests in the organisation).

Customer Focus

The customer is the final arbiter of product andservice quality and customer loyalty, retentionand market share gain are best optimisedthrough a clear focus on the needs of currentand potential customers.

Leadership & Constancy of Purpose

The behaviour of an organisation's leaderscreates a clarity and unity of purpose within theorganisation and an environment in which theorganisation and its people can excel.

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E F Q M Fundamental Concepts

Management by Processes & Facts

Organisations perform more effectively when all inter-related activities are understood andsystematically managed and decisionsconcerning current operations and plannedimprovements are made using reliableinformation that includes stakeholderperceptions.

People Development & Involvement

The full potential of an organisation's people isbest released through shared values and aculture of trust and empowerment, whichencourages the involvement of everyone.

Continuous Learning, Innovation & Improvement

Organisational performance is maximised whenit is based on the management and sharing ofknowledge within a culture of continuouslearning, innovation and improvement.

Partnership Development

An organisation works more effectively when ithas mutually beneficial relationships, built ontrust, sharing of knowledge and integration, withits Partners.

Public Responsibility

The long-term interest of the organisation and itspeople are best served by adopting an ethicalapproach and exceeding the expectations andregulations of the community at large.

E F Q M Self-Assessment and performance improvement

Adoption of the process of Self-Assessment is theEFQM's recommended strategy for improvingperformance. The EFQM is convinced that,applied rigorously, Self-Assessment will helporganisations, large and small, in the privateand public sectors, work more effectively.

Self-Assessment is a comprehensive, systematicand regular review of an organisation's activitiesand results referenced against the EFQMExcellence Model.

The Self-Assessment process allows theorganisation to discern clearly its strengths andareas in which improvement can be made.Following this process of evaluation,improvement plans are launched, which aremonitored for progress. Organisations carry outthis cycle of evaluating and taking actionrepeatedly so that they can achieve genuine andsustained improvement.

Self-Assessment andperformance improvement

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Organisations using the EFQM ExcellenceModel for Self-Assessment have found theexercise results in a wide range of benefits,notably:

Provides a highly structured, fact basedapproach to identifying and assessing anorganisation's strengths and areas forimprovement and measuring progressperiodically;

Educates people on the FundamentalConcepts and framework for managing andimproving the organisation and how itrelates to their responsibilities;

Integrates the various improvement initiativesinto normal operations;

Facilitates comparisons with otherorganisations, of a similar or diverse nature,using a set of criteria that is widelyaccepted across Europe as well asidentifying and allowing for the sharing of"good practice" within an organisation.

To summarise, the Self-Assessment process offersorganisations an opportunity to learn: to learnabout the organisation's strengths andweaknesses, about what "excellence" means tothe organisation, about the organisation'sprogress on the journey to excellence, how far itstill has to go and how it compares with otherorganisations.

The process of Self-Assessment is explained ingreater detail in the EFQM's brochure AssessingExcellence - a practical guide for Self-Assessment.

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E F Q M Self-Assessment and performance improvement

E F Q M The European Quality Award

The European Quality Award

Organisations based in Europe that have beenpractising Self-Assessment may be interested inapplying for The European Quality Award. TheAward has been run annually by EFQM since1992, when it was launched by Mr MartinBangemann, Vice President