EFQM Excellence Model and Fundamental Concepts of Excellence

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EFQM Excellence Model and Fundamental Concepts of
Excellence

• Stella Maguire
• Head of Organisational Service Development

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EFQM Excellence Model
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Fundamental Concepts of Excellence

• Results Orientation
• Customer Focus
• Leadership and Constancy of Purpose
• Management by Processes and Facts
• People Development and Involvement
• Continuous Learning, Innovation and Improvement
• Partnership Development
• Corporate Social Responsibility

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Results Orientation

• Excellence is achieving results that delight all
  the organisations stakeholders.
• Measure and anticipate the needs and expectations
  of stakeholders
• Monitor and review their experiences and
  perceptions
• Monitor and review performance of others
• Information from current and future stakeholders
• Information gathered sets the future agenda

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Customer Focus

• Excellence is creating sustainable customer
  value.
• Understand customers are final arbiters of
  product / service quality
• Understand focus on customer needs and
  expectations leads to loyalty, retention and
  increased market share
• Responsive to customer needs, segmenting
  customers to provide a better response
• Anticipate and react to future customer needs
• Monitor customer experience and respond quickly
  to resolve any issues

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Leadership and Constancy of Purpose

• Excellence is visionary and inspirational
  leadership, coupled with constancy of purpose.
• Set and communicate a clear direction
• Unite, motivate and inspire
• Establish values, ethics, culture and governance
  structure
• At all levels, leaders constantly drive and
  inspire others towards excellence
• Role models and lead by example
• Constancy of purpose and steadiness during times
  of turbulence yet have capacity to adapt and
  realign

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Management by Processes and Facts

• Excellence is managing the organisation through a
  set of interdependent and interrelated systems,
  processes and facts.
• System based upon and designed to meet
  stakeholder expectations
• Processes systematically implement policy,
  strategy, objectives and plans
• Processes are effectively deployed, managed and
  improved
• Decisions based on factually reliable information
• Risks are identified and effectively managed
• Highly professional organisational governance

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People Development and Involvement

• Excellence is maximising the contribution of
  employees through their development and
  involvement.
• Identify and understand the competencies needed
  now and in the future
• Recruit and develop to match these competencies
• Personal development is promoted and supported
• Prepare people to adapt to change
• Recognise value of intellectual capital
• Care for, reward and recognise their people
• Actively involve and empower people generating
  improvement ideas

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Continuous Learning, Innovation and Improvement

• Excellence is challenging the status quo and
  effecting change by utilising learning to create
  innovation and improvement opportunities.
• Learn from own performance and activities and
  those of others
• Rigorously benchmark internally and externally
• Capture and share knowledge to maximise learning
• Open to using ideas from all stakeholders
• Constantly seek opportunities for improvement

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Partnership Development

• Excellence is developing and maintaining value
  adding partnerships.
• Recognise that success may be dependent on
  partnerships developed
• Partnership enable delivery of added value to
  stakeholders
• Range of partnerships with clear mutual benefit
• Achievement of shared goals by supporting one
  another with expertise, resources and knowledge
• Mutual trust, respect and openness

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Corporate Social Responsibility

• Excellence is exceeding the minimum regulatory
  framework in which the organisation operates and
  to strive to understand and respond to the
  expectations of their stakeholders in society.
• Highly ethical, transparent and accountable for
  performance as responsible organisation
• Active promotion of current and future social
  responsibility and ecological sustainability
• Identify and promote opportunities to work on
  mutually beneficial projects with society.