efqm model - zanjan university of medical...
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Agenda• The EFQM Model reflected in
Levels of Excellence
• Examples of improving results/performance from R4E projects
• Examples of improving results/performance from C2E
EQA
Recognisedfor
Excellence
Committed to Excellence
• Based on the full EFQM model• 75 page submission in English• Team of 4 - 8 International Assessors• Consensus and full Site Visit• Enhanced Feedback• Recognition at around 600+ points• Based on the full EFQM Model• 50 page structured submission in the
local language or via workshop approach• 3 - 5 Assessors• Consensus and basic Site Visit• Feedback Report at criteria level• Recognition at 400+ points• Based on the 9 criteria of the EFQM Model• 12 page SA summary + improvement plan• Two stage process, assessment and
site visit• Supported by one Validator• Recognition based on implementation
of an improvement plan (no points)
EFQM Levels of Excellence Overview
Main Objectives of the scheme• Provide clear milestones on the journey
to Excellence
• Maximise the number of organisations applying the fundamental concepts & principles of the EFQM Excellence Model
• Provide practical products and services that help organisations improve
• Provide consistent, European-wide recognition delivered by EFQM & its National Partners
The Model + R4EThe EFQM Excellence Model is reflected in the Recognised for Excellence process as follows:• Assessment against the 32
criterion parts + RADAR
• Written feedback against the 9 criterion parts
• Must score above 400 points after a site visit to be successful
Examples of R4E Improving results/performance 1• Public Sector Organisation - UK:
• Our assessment was good for Key Performance Indicators but low for others
• Assessment showed that although highly focused on all Stakeholders in our approaches, measurement was not being undertaken to reinforce this
• Measuring in all areas and getting good feedback will help us with our image and ensure we are focusing on the right areas for stakeholders
Examples of R4E Improving results/performance 2• 2. Production Company - Poland:
• Preparing for the assessment was motivating for our people and that increased satisfaction, which in turn has an impact on production
• The process for R4E asks organisations to look at and describe their processes, at the same time he highlighted improvement opportunities for us
• Achieving R4E increased our standing & prestige in the context of EU integration and as a group of well managed European organisations
Examples of R4E Improving results/performance
• Telecom Services - Various:
• Assessment highlighted gaps in Assessment and Review of processes
• Projects were set up to review performance including benchmarking
• Improvements in process performance led to improved Key Performance Results
The Model + C2EThe EFQM Excellence Model is
reflected in the Committed to Excellence process as follows:
• Assessment against the 9 criterion parts• Validation of improvements using RADAR• Written feedback for each improvement action• All three improvements must pass a profile to be successful
The C2E Process
internal
Analysis&Action Plan
Version 1
12 pages
Execution & Follow-upof Action Plan
Site visit
1 day
Version 2
12 pages
6 – 9 months
perfo
rman
cetime
exte
rnal
Examples of C2E Improving results/performance 1• Service Company - Spain
• Action - to develop a set of job specific training plans and evaluation
• Improvement – understanding the current state and implementing training and development to cover gaps
• Impact on Results – improved people satisfaction and improved performance because people are better equipped to deliver targets
Examples of C2E Improving results/performance 2• 2. Telecoms Company – Czech
Republic• Action – Develop and deliver a Data
Roadshow• Improvement – Communicate to the
companies people on a wide basis regarding products and services available
• Impact on Results – improved people satisfaction because they had access to people through the Roadshow they didn’t normally see. Improved Key performance results because of increased sales.
Examples of C2E Improving results/performance 2• 3. Government Organisation -
Belgium• Action – Develop a performance
Management System• Improvement – Changes in
reporting mean quantitative and qualitative measures now required
• Impact on Results – improvement in business planning leading to improved overall management of the organisation and consequently on performance results
General Benefits of applying the Model through C2E• Identification of Organisations
strengths and areas for improvement assessed against the most widely used management framework
• Structured process for identifying, prioritising, documenting and implementing improvement activity
• Feedback from external Validator on the implementation of the projects
• Where successful, recognition (logo’s, certificates, database entry and newsletter mention)
General Benefits of applying the Model through R4E• External identification/validation of
your Organisations strengths, areas for improvement & score profile by fully trained assessors using a proven management framework
• Written feedback helping you to improve the quality of input to your business planning process
• Where successful, recognition (logo’s, certificates, database entry & newsletter mention)