EFQM assessing for excellence

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EFQM assessing for excellence
Fontys University of Professional Education Gerry
van Zantvoort Tashkent 14.02.05
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The integrated quality management model
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The fundamental concepts of excellence
Management by processes and facts
People development and involvement
Results orientation
Leadership and constancy of purpose
Customer focus
Corporate social responsibility
Continuous learning, improvement and innovation
Partnership development
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Self assessment
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(No Transcript)
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Self assessment selection criteria
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Self assessment selection criteriainput-output
differences
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Self assessment Selection criteriarigour and
evidence/opinion differences
Supported by evidence
Award simulation
Pro-forma
Assessment worksop
High process rigour
Low process rigour
Questionnaire
Based on opinion
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Self assessment method selection
What is your choice as organisation?
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Self assessment process
Step 8 Monitor and review S-A progress
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Different techniques, same destination
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Plan your self assessmentorganisational context
What are the key outputs?
What are the key inputs?
What happens to the organisation?
Who are the key customers?
Who are the key suppliers ?
What is the external environment?
Who are the key stakeholders?
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RADAR pathfinder card
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Consider outcomes and prioritiseimpact versus
ease
Two factors analysed impact and ease
Force field analysis selection and
prioritisation based on number of questions
High impact
Hard
Easy
Low impact
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Consider outcomes and prioritiseforce field
analysis
Key questions
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Consider outcomes and prioritisecontext criteria
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Consider outcomes and prioritiseimprove,
maintain, reduce?
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The 6 step system to strategic improvementa
refined PDCA cycle
Define improvement
objectives
Determine core
problems
Identify levers
for improvement
Define actions
Implement improvement
actions
Monitor control
progress
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Questionnaire technique-process
Select questionnaire and sample group
Comms plan
Brief indivduals so that they are able to
complete the questionnaire
Collate and analyse replies to identify low and
high scoring
Investigate the causes for low / unusual scores
and outcomes
Present findings, prioritise and develop an
action plan for improvement
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The workshop technique-process
Awareness training for the people involved
Maximum 1 day
Comms plan
Data gathering
maximum 4-6 weeks
Self assessment workshop
1-1,5 days
Prioritisation process
1-day
Develop and implement action plan for improvement
- ongoing
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The pro-forma approach - process
Select and train team to produce the assessment
typically 3 days training for assessors
Comms plan
Data and evidence gathering, including interviews
, to complete the pro-forma - maximum 4 weeks
Pro-formas assessed individually circulated
within the team, typically 2 days per assessor
Assessors reach consensus and dproduce final
pro-forma report, typically 1,5-days per assessor
Presentation to management team
2 hours
Prioritise issues, develop and implement action
plans typically 1 day for a prioritisation
workshop
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The Award simulation - process
Select and train report writing and assessor
teams typically 1 - 3 days respectively
Comms plan
Data gathering and interviewing to write the
report typically 6 - 9 weeks
Report signed off by the management
typically 4 - 8 hours
Assessors receive report and assess individually
approx. 25 hours ea.
Assessors hold a consensus meeting
typically 1 - 1,5 days
Feed back report compied and presented to
management, typically 2 days
Develop and implement action plans
on-going