Improving organisational performance
– your journey to excellence
Andrea Cross
24 January 2013
Domestics
Workshop objectives
By the end of the event you will be able to:
• Describe the 9 areas of the EFQM Excellence
Model
• Understand how the Model can be used
• See how other standards link to the Model
• Explain “RADAR”
• Carry out a simple assessment against the
Model
Exercise
• What makes an excellent organisation?
Output
Individually consider the above question
and write words/phrases to describe your
thoughts on individual post-its
Minimum 5 post-its per person
Time
5 minutes
Task
What is excellence……
Harnessing creativity
and innovation
Visionary and
inspirational
leadership
Adding value for
customers
Succeeding
through the
talent of
people
Creating a
sustainable future
Value adding
partnerships
Intimate
understanding
of customers
Managing by
processes and
facts
EFQM Excellence Model
People
Strategy
Partnerships &
Resources
Results
Processes, Products &
Services
Enablers
People Results
Customer
Results
Society
Results
Learning, Creativity & Innovation
People
Strategy
Partnerships &
Resources
Processes, Products &
Services
EFQM Excellence Model
People Results
Customer
Results
Society
Results
Enablers…criterion parts
1. Leadership
2. Strategy
3. People
4. Partnerships &
Resources
5. Processes
1a.
2a.
3a.
4a.
5a.
1b.
2b.
3b.
4b.
5b.
1c.
2c.
3c.
4c.
5c.
1d.
2d.
3d.
4d.
5d.
3e.
4e.
5e.
1e.
People…criterion parts
3a. How people resources are planned, managed & improved
3b. How people’s knowledge & competencies are identified, developed &
sustained
3c. How people are involved & empowered
3d. How people communicate effectively throughout the organisation
3e. How people are rewarded, recognised & cared for
Criterion part 3d
…this may include
• Identifying communication needs
• Developing communications policies, strategies & plans based
on needs
• Developing & using top down, bottom up & horizontal channels
• Sharing best practice & knowledge
HOW?
Balanced set of measures
• Customer Results
– Perception Measures
– Performance Indicators
• People Results
– Perception Measures
– Performance Indicators
• Society Results
– Perception Measures
– Performance Indicators
• Business Results
– Business Outcomes
– Business Performance Indicators
Exercise
• What results should an “excellent” organisation
measure ?
Task
In groups, discuss for the “result” area
given, what you do (or could) measure.
Also consider what factors you take into
account when measuring the actual results
Output
Scribe example measures on a flipchart
Time
15 mins
Results
Establishes a set of robust
and resilient measures
Shows what the organisation
achieves
in relation to planned performance
Realistic targets are established
Benchmarks are used to drive
improvement
Leaders use information
to improve organisation
performance
IIP – contribution towards
excellence
Strategy
30%
35%
Partnerships &
Resources
Enablers
People Results
60%
Processes etc
People
Customer
Results
50%
15%
Society Results
25%
15%
Results
ISO 9000 – contribution
towards excellence
Strategy
10%
10
%
10
%
Partnership &
20%
Resources
Enablers
People Results
Processes etc
People
40%
Customer
Results
Society Results
Results
25%
Model uses
• For judging “Excellence Awards”
• Organisational continuous improvement tool –
internal use
• Organisational continuous improvement tool –
external validation
• As a standard- Investors in Excellence
Weighting within the model
1
50%
People
Results
3
5
10%
Strategy
2
10%
10%
Partnerships &
Resources
4
10%
Processes, Products &
Services
Enablers
10%
People Results
50%
7
9
10%
Customer
Results
6
15%
Society
Results
8
10%
Learning, Creativity & Innovation
15%
RADAR logic...
Determine
Results required
Assess and Refine
approaches and
their deployment
Plan and develop
Approaches
Deploy
Approaches
What you do
Drive Pro-active working
Doing the
right things
badly
Doing the
right things
well
Doing the wrong Doing the wrong
things badly
things well
How you do it
Scoring expectations
Typical scoring ranges……
•
•
•
•
•
350 – 400 – Investors in Excellence standard
375 – 450 – Regional Finalist (Midlands Excellence Awards)
450 – 550 – Regional Winner
550 – 650 – National Winner
650 – 750 – European Winner
• These are illustrative only as becoming a finalist or winner
will depend on the competition!
EFQM - Does it work ?
5 year European study revealed companies using
Excellence Model out performed their industry
median by:
79% profit per employee
76% greater return on assets
76% higher profit margin
Where are you now?
Workshop objectives
– did we meet them?
By the end of the event you will be able to:
• Describe the 9 areas of the EFQM Excellence
Model
• Understand how the Model can be used
• See how other standards link to the Model
• Explain “RADAR”
• Carry out a simple assessment against the
Model
Diary dates
• 6 February – Sub- contractor mandatory event
• 26 February – Safeguarding for Designated
Person LSIS Event
• 28 February 24+ Learner Loan
• 8 March Effective Health & Safety
• 19 March Networking & Communications Event
• 25& 26 March Consultative Selling LSIS Event
Useful websites
• www.investorsinexcellence.com
• www.bqf.org.uk
• www.efqm.org