Quality Management (Knowles) Chapter 6 and 10

Achieving excellence An organisation needs to:

Determine the Results it is aiming to achieve as part of its strategy.

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Plan and develop an integrat- ed set of sound Approaches to deliver the required results both now and in the future. Deploy the approaches in a systematic way to ensure implementation.

Assess and Refine the de- ployed approaches based on monitoring and analysis of the results achieved and ongoing learning activities. R ADAR ® EFQM Avenue des Olympiades 2 – B-1140 Brussels, Belgium Tel +32 2 775 35 11 – Fax +32 2 775 35 35 – info@efqm.org – w w w.efqm.org ©2009 EFQM Excellent organisations achieve and sustain superior levels of performance that meet or exceed the expectations of all their stakeholders. DEFINITION OF EXCELLENCE Leadership People Strategy Partnership & ResourcesProcesses, Products & Services People Results Enablers Results Achieving Balanced Results Adding Value for Customers Leading with Vision, Inspiration & Integrity Managing by Processes Succeeding through People Nurturing Creativity & Innovation Building Partnerships Taking Responsibility for a Sustainable Future Learning, Creativity and Innovation Customer Results Society Results Key Results Plan and develop APPROACHES ASSESS AND REFINE Approaches and Deployment DEPLOY Approaches Required RESULTS ® ® ® EFQM model teaser triptych DEF 3.indd 1-3 09-09-23 11.02.57 These are a set of key principles upon which the EFQM Excellence Model framework is based Achieving Balanced Results Excellent organisations meet their Mission and progress towards their Vision through planning and achieving a balanced set of results that meet both the shor t and long term needs of their stakeholders and, where relevant, exceed them.

Adding Value for Customers Excellent organisations know that customers are their primar y reason for being and strive to innovate and create value for them by under- standing and anticipating their needs and expectations.

Leading with Vision, Inspiration & Integrity Excellent organisations have leaders who shape the future and make it happen, ac ting as role models for its values and ethics.

Managing by Processes Excellent organisations are managed through struc tured and strategically aligned processes using fac t-based decision making to create balanced and sustained results. Succeeding through People Excellent organisations value their people and create a culture of empowerment for the ba lanced achievement of organisational and pe rsonal goals.

Nurturing Creativity & Innovation Excellent organisations generate increased value and levels of per formance through con- tinual and systematic innovation by harnessing the creativity of their stakeholders.

Building Partnerships Excellent organisations seek, develop and maintain trusting relationships with various par tners to ensure mutual success. These par tnerships may be formed with customers, society, key suppliers, educational bodies or Non-Governmental Organisations (NGO).

Taking Responsibility for a Sustainable Future Excellent organisations embed within their culture an ethical mindset, clear values and the highest standards for organisational behaviour, all of which enable them to strive for economic, social and ecological sustainability. Leadership Excellent organisations have leaders who shape the future and make it happen, ac ting as role models for its values and ethics and inspir- ing trust at all times. They are flexible, enabling the organisation to anticipate and reac t in a timely manner to ensure the ongoing success of the organisation.

Strategy Excellent organisations implement their mis- sion and vision by developing a stakeholder focused strategy. Policies, plans, objec tives and processes are developed and deployed to deliver the strategy.

People Excellent organisations value their people and create a culture that allows the mutually benefi- cial achievement of organisational and per- sonal goals. They develop the capabilities of their people and promote fairness and equality.

They care for, communicate, reward and rec- ognise, 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 ex ternal par tnerships, suppliers and internal resources in order to suppor t s tr ategy and poli – cies and the ef fec tive operation of processes.

They ensure that they ef fec tively manage their environmental and societal impac t.

Processes, produc ts & ser vices Excellent organisations design, manage and improve processes to generate increasing va lue for, customers and other stakeholders.

Customer results Excellent organis ations comprehensively meas- ure and achieve outstanding results with re spec t to their customers.

People results Excellent organis ations comprehensively meas- ure and achieve outstanding results with re spec t to their people.

Society results Excellent organis ations comprehensively meas- ure and achieve outstanding results with re spec t to society.

Key results Excellent organisations comprehensively meas- u r e a n d a c h i e v e o u t s t a n d i n g r e s u l t s w i t h r e s p e c t to the key elements of their policy and strategy.

FUNDAMENTAL CONCEPTS OF E XCELLENCE EFQM EXCELLENCE MODEL Leadership People Strategy Partnership & ResourcesProcesses, Products & Services People Results Enablers Results Achieving Balanced Results Adding Value for Customers Leading with Vision, Inspiration & Integrity Managing by Processes Succeeding through People Nurturing Creativity & Innovation Building Partnerships Taking Responsibility for a Sustainable Future Learning, Creativity and Innovation Customer Results Society Results Key Results Plan and develop APPROACHES ASSESS AND REFINE Approaches and Deployment DEPLOY Approaches Required RESULTS ® ® ® EFQM model teaser triptych DEF 3.indd 4-6 09-09-23 11.02.58

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