Quality Scotland
Overview of EFQM Excellence Model
Ann Pike – Head of Business Development, Quality Scotland
Making excellence a national characteristic of Scotland
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Copyright © EFQM
Who are Quality Scotland?
• Official home and National partner of EFQM
Excellence model in Scotland
• Our mission is to ‘Make Excellence a National
Characteristic of Scotland’
• Established in 1990, we work with over 200 members
across all sectors to achieve business improvement
• We own the Intellectual Property Rights for the usage
of the model in Scotland
Making excellence a national characteristic of Scotland
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Copyright © EFQM
www.qualityscotland.co.uk
@qualityscotland
Quality Scotland
QS Reach
Local
Authorities
x 32
TSI own
member VO
Government
QS Members
members of SCVO
TSI’S x32
SCVO
Members
Gov’t
SCVO Members
non members of
QS
VAS
Gov’t
Local
Authorities
x 32
Individual VSN
Member Organisations
QS Local
Authority
members x26
Government
Board Members
Zero Waste
Scotland
CEMVO Member
Organisations
SEA Member
Organisations
NHS Health
Scotland
PUBLIC
SECTOR
NHS
NHS
Education
Authorities
Scottish
Enterprise Board
Members
PRIVATE
SECTOR
Housing
Associations
Private Sector
Members
IOD Board
Members
IOD
Making excellence a national characteristic of Scotland
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Zero Waste
Scotland
Local
Authorities
x 32
Colleges
CEMVO
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JIT
COSLA
CRNS
Social Enterprise
Academy
Government
Scottish
Enterprise
THIRD
SECTOR
TSI x32
CPPs
VSN
Member
Organisation
Board members
Education
SCVO
Improvement
Service
SCVO
Local
Authorities
x 32
CPPs
members
of QS
Organisation Board
Members
Scottish Enterprise
Members
SBC
Member organisations
across all 3 sectors
IiP
IiP member also
QS member
The History of EFQM
• Founded in 1989
• Foundation set up from team of experts from industry and
academia
• Key objective over time- increase competitiveness of European
Organisation and support sustainable development of European
economies
• Created an Excellence model to be used by any organisation
regardless of size or sector
• Based around set of values-1st expressed in European Convention
on Human Rights (1953) & European Social Charter (1996)
• Adapted and evolved to reflect changes in Global marketplace
• Used by over 30000
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
www.qualityscotland.co.uk
@qualityscotland
Quality Scotland
The EFQM Excellence Model offers
• A holistic approach to quality management
• A focus on continuous improvement - both strengths and
areas for improvement
• A management framework - applicable in all sectors and
sizes of organisation
• A practical & non-prescriptive framework
• A common language - Team meetings, project management,
collaboration across teams, integration with partners and
cultures
• A means to determine how different tools and techniques fit
together/complement each other
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
www.qualityscotland.co.uk
@qualityscotland
Quality Scotland
The EFQM Excellence Model 2013
3 components
8 Fundamental Concepts
+
9 Criteria
+
RADAR
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
The Fundamental Concepts of Excellence
Making excellence a national characteristic of Scotland
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Copyright © EFQM
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Quality Scotland
Model Dynamics
Take Action
Making excellence a national characteristic of Scotland
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Copyright © EFQM
Measure
Impact
RADAR Logic
Develop the
APPROACHES that will
deliver these results
Define the RESULTS
you want to achieve
ASSESS the impact and
REFINE based on
analysis and learning
Systematically DEPLOY
the approaches
Making excellence a national characteristic of Scotland
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Copyright © EFQM
RADAR – Using with the Enablers
Enablers
• Leadership
• Strategy
• People
• Partnerships &
Resources
• Processes,
Products &
Services
APPROACH:
 Sound
 Integrated
DEPLOYMENT:
 Implemented
 Structured
ASSESSMENT AND REFINEMENT:
 Measurement
 Learning & Creativity
 Improvement & Innovation
Making excellence a national characteristic of Scotland
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@qualityscotland
Quality Scotland
RADAR: Using with Results
RESULTS:
 Relevance and Usability
 Scope and
Relevance
 Integrity
 Segmentation
 Performance
 Trends
 Targets
 Comparisons
 Confidence
Results:
Customer, People,
Society, Business
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
Structure of the Criteria: Enablers
1e
1d
1c
1a
1b
Criterion parts
1
Leadership
Guidance points
(what excellent
organisations do)
5
Processes,
Products &
Services
5a
Making excellence a national characteristic of Scotland
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5b
5c
5d
5e
Structure of the Criteria: Results
Criterion
Criterion parts
6a
(75%)
Perception
data
6
Customer
Results
6b
(25%)
Performance
Indicators
7
People
Results
7a
(75%)
Perception
data
7b
(25%)
Performance
Indicators
8
Society
Results
8a
(50%)
Perception
data
8b
(50%)
Performance
Indicators
9
Business
Results
9a
(50%)
Business
Outcomes
9b
(50%)
Business
Performance
Indicators
Making excellence a national characteristic of Scotland
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Reflecting the Enablers in the Results
Making excellence a national characteristic of Scotland
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Quality Scotland
Customisation of the EFQM Excellence Model
Why customise?
 Want to make the EFQM Excellence Model accessible
 Use language that relates directly to the sector
It is important to note that:
 The language and appearance of the Model can be customised
 The structure and meaning, including the weightings of criteria,
cannot be altered
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
EFQM to PSIF
European Foundation for Quality Management
(EFQM)
+
Customer
Public Service Improvement Framework
Investors in
Service
Best Value
People
(PSIF)
Excellence
is an evidence-based self assessment model incorporating
Customer
Investors in
Public Service
Improvement
Framework
Service
Best Value
EFQM
Excellence
People
which delivers on other inspections and audits
Making excellence a national characteristic of Scotland
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Copyright © EFQM
The Public Service Improvement Framework
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
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Quality Scotland
Customised Models
Hillcrest
Group
P.S.I.F
Scottish
Autism
Skills
Development
Scotland
Voluntary
Sector
H.M.I.C
ARMs
Scottish
Council our
Archives
Third Sector
Interface
EFQM
Excellence
Model
How good
is our
Third
Sector
How good
is our
Council
How
good is
our
School
How good
is our
Public
Library
Service
How good is
our
Community
Learning &
Development
Making excellence a national characteristic of Scotland
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Copyright © EFQM
How good is
our Culture
and Sport
Making excellence a national characteristic of Scotland
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Copyright © EFQM
Cedar Foundation
“Building Better Futures”
Making excellence a national characteristic of Scotland
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Copyright © EFQM
St Mary’s College
Initiative Overload
Making excellence a national characteristic of Scotland
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Copyright © EFQM
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Quality Scotland
Strategy & Initiatives fitting into the
Model
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
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@qualityscotland
Quality Scotland
Thank you
Making excellence a national characteristic of Scotland
Copyright © Quality Scotland Foundation
Copyright © EFQM
www.qualityscotland.co.uk
@qualityscotland
Quality Scotland
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Copyright in this work is owned by Quality Scotland Foundation and the European Foundation for Quality Management (“EFQM”). Where
the copyright in the work is owned by EFQM, it is clearly indicated as such. If not indicated on a specific slide, copyright is owned by
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EFQM with respect to the EFQM Fundamental Concepts, Excellence Model and RADAR referenced in this work and the graphics and
words associated with them. In accordance with sections 77 and 78 of the Copyright Designs and Patents Act 1988, Quality Scotland
Foundation and EFQM assert their rights to be credited in respect of the works. Any reproduction of the works must carry the name of
Quality Scotland Foundation and/or EFQM (whichever is appropriate) together with a copyright notice.
Quality Scotland
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info@qualityscotland.co.uk
www.qualityscotland.co.uk
Quality Scotland is a registered Scottish Charity, No. SCO40316
Making excellence a national characteristic of Scotland
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