THE EFQM EXCELLENCE MODEL

Ahmed Al Dahab

https://www.youtube.com/watch?v=KCprz8NAZ9M Introducing EFQM

THE EFQM EXCELLENCE MODEL

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.

The EFQM Model allows people to understand the cause and

effect relationships between what their organization does and

the Results it achieves.

THE EFQM EXCELLENCE MODEL

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

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.

THE NEED FOR MODEL

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.

FUNDAMENTAL CONCEPTS

HOW DO YOU DEFINE EXCELLENCE? Excellent Organisations

achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their

stakeholders.

Fundamentals Concepts:

MODEL CRITERIA

APPLICABLE TO 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.

ENABLERS

WHAT AN ORGANISATION 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.

RESULTS

WHAT AN ORGANISATION 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

RESULTS

CUSTOMER RESULTS

Excellent organisations 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.

STRUCTURED APPROACH TO QUESTIONING 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

ASSESSING ENABLERS

When assessing Enablers, we look at the

approaches adopted, how they have been

deployed and how the organisation assesses

and refines their efficiency & effectiveness

over time.

ASSESSING RESULTS

When assessing 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.