CapturingExcellenceNorthern Ireland Quality Awards 2006

In this Issue:FeaturingtheBestPracticeoftheNorthernIrelandQualityAwardWinnersx ExcellenceinActioneventsx CallforAssessorsx TipsforAssessingtheQualityofyourLeadershipandmuchmore!

Design:whitenoisesudios.com

Issue 4:January2007

Sponsored by

Compete January 2007 // Centre for Competitiveness

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OnbehalfofallofusattheCentremayIwishyouahappyandprosperousNewYear!Forsome,thejoyandprosperityhasalreadybegunandIamdelightedtopassonheartfeltcongratulationstothewinners

oftheprestigious2006NorthernIrelandQualityAwards.Thisyear,inNorthernIreland,weacknowledge16

organisationsatvariouslevelsofachievementandcongratulateour5Awardwinnerswhoallscoredover500points.

Private sector Public sectorzxNorthbrookTechnologies zxN.I.HousingExecutivezxCopelandLtd zxSt.ColmansCollegezxFuneralServicesNI

TheCentreforCompetitivenessisveryproudtoorganisethetwelfthawardsGalainassociationwithInvestNI.WeextendourspecialthankstotheawardsponsorswhothisyearincludeCitigroup,BelfastInternationalAirport,Deloitte,UlsterBank,theDepartmentofFinance&Personnel,ViridianandMLN.

Thisyear’sAwardwinnershaveyetagaindemonstratedsignificantperformanceimprovementthroughindependentassessmentbenchmarkedagainsttheworld-classEuropeanFrameworkforExcellence-oneofthemoststrategicandrigorousassessmentmethodologiesofQualityManagementinternationally.

Followinglocalrecognition,organisationsmaygoontocompeteintheUKcompetitionorheadstraightforEurope.In2006,StMary’sCollege,Londonderry,wastheoverallpublicsectorwinneroftheEuropeanQualityAwardscelebratedinBudapest.Notably,StMary’sistheonlyorganisationinEuropetohavewontheEuropeanQualityAwardontwooccasions.StAnne’sPrimarySchool,Londonderry,wentontowintheUKpublicsectorQualityAwardsafterachievingtheN.I.QualityAwardsin2005.CCEAwerealsoawardedthe2006UKQualityprizeafterachievingtheN.I.QualityAwardin2003.

Aseriesofflagshipeventsin2007isbeingorganisedbytheCentreinpartnershipwiththeaward-winningorganisations.Thereisagreatdealofbenefittobehadbymemberorganisationsnetworkingandsharingbestpractice.Neverunderestimatewhatcanbelearnedfromothers;ideasaretransferableacrosssectorsandcompanysizesandnewideasthatarenotalreadyinyoursectorcanemergethroughsharing.

TheAwardsarenotanendinthemselvesbutameansofassessingandrecognisingrolemodelorganisationsagainstthestiffestinternationalqualitystandardswhileencouragingmanagementandstafftocontinuetheirexcellencejourneytothenextlevel.TheNorthernIrelandeconomyneedsmorehighperformingorganisations,leadersandmanagerscommittedtoexcellence.Thiskindofexcellenceleavesanenduringlegacyfromwhichotherscantakeinspiration.

Make2007theyearthatyoustartedtheexcellencejourneytowardssustainedinternationalcompetitiveness.

Dear Member

Bob Barbour Director & Chief Executive

Celebrating Success

NI Quality Awards winners for 2006

AnnouncedatadazzlingGalaCeremonyintheRamadaHotelon29thJanuary,

5organisationsachievedthehighestaccolade-theNIQualityAwardand11moreachievedvariousotherlevelsofrecognition.

TheNIQualityAwardprocessrepresentsthemostrigorousassessmentprocessofanyawardsinNorthernIreland.Thefactthat5organisationsachievedthehighestlevelofrecognition(reachingover500pointswhenscoredagainsttheEFQM-EuropeanExcellenceModel)conveysthehighcalibreofourorganisationsinNorthernIrelandandiscertainlyhearteningwhenconsideringthefutureofoureconomy.

NI Quality Award EFQM Score Range 500+ points Private Sector zx CopelandLtd,Cookstownzx FuneralServicesNIzx NorthbrookTechnology,Belfast

Public Sector zx St.ColmansCollege,Newryzx NIHousingExecutive

Mark of Excellence (All sectors)EFQM Score Range 401-500 points zx BelfastInstituteofFurther andHigherEducationzx RoadsService

Private Sector Gold Award of Excellence EFQM score range 351-400 pointszx BelfastCityAirportzx BoomerIndustrieszx Capitazx McMullanArchitectural

Public Sector Steps to Excellence EFQM Score Range: Gold 351-400, Silver 301-350, Bronze 250-300 points

Steps to Excellence Gold zx ArmaghCollegezx DevelopmentDepartment(BelfastCityCouncil)

Steps to Excellence Bronzezx BrysonCharitableGroupzx ExecutiveInformationService(OFMDFM)zx EngineeringDirectorate-WaterService

Special Award for Corporate Social Responsibility NIHousingExecutive

Special Award for LeadershipFatherBrown-St.ColmansCollegeJamesBrown-FuneralServicesNI

With Thanks

WewouldliketoextendaverysincerethankyoutotheJudgingPanelandAssessorswhocontributedtotheNIQualityAwardsprocessin2006.ThecredibilityoftheprocessislargelydependentontheexcellentworkcarriedoutbyourJudgesandAssessors-andallonavoluntarybasis!

Judging PanelzxGavinBoyd(Chairman)-CCEAzxStephenMatthews-CedarFoundationzxVictorJordan-InvestNIzxBrianAmbrose-BelfastCityAirportzxGerryO’Neill-DFPzxJulienneMcCrea-Springfarm

ArchitecturalMouldings

Senior AssessorsAdrianGundy•BarbaraHamill•CarolJohnstonChristineCasey•ConorJordan•DesLynessGinaLyttle•JohnMcClune•JoyMcAleerNormanNeil•PatriciaCarey•PeterMcElhinneyStephenCross•TomWard•TonyWilson•VickyKell

AssessorsAlisonMeville•AmandaHawthorne•AnnConnollyAnne-MarieMcGoldrick•BarbaraHamiltonBillyBurrows•CarolCarson•CatherineLoughreyCathyLavery•ClairePatterson•DonnaO’ConnorGarvinReid•GeorgeDempsey•GerryByrneGlennMoorcroft•HarryMcCarry•HelenHallHelenMcBride•HughWilson•IanDuffJillHawthorne•JoanneMagee•JoanneRamsayJoyTaylor•KarenDonnelly•KarenGribbonLeonoraCurry•LesleyMoreland•LisaJenkinsLizTorrans•MarkWilson•MichaelSmithNeilTrelford•NiallBrown•PatriciaFoxPatriciaWard•RichardChristie•RodneyMcAteeShaneMackle•SimonQuinn•StellaHewittTheresaConnolly•WalterHarpur•WilsonTorrens

Copeland LtdCopelandLtdisasubsidiaryofEmersonandisamanufacturingfacilitysupplyingscrollcompressorstotheairconditioning,refrigerationandheatpumpmarketsinEuropeandAsia.TheCompanybeganproductionin1997andmanufacturingoutputhasrisensteadilyyearonyear.

Key StrengthszxTheintegratedcontinuousimprovement

processincorporatestheuseofkaizen,processimprovementteams,SixSigma,LeanandtheBalancedScorecard.

zxTheFutureStateMaptracksshortandmediumtermobjectiveswhichhasinputfromthecorefunctionalareasofHR,Logistics,Production,Quality,FinanceandPlantProcess.

zxCrossfunctionaldefinedprocessesareinplaceatoperationalleveltoensureeffectiveandefficientuseofmaterialsources,plantmachineryandequipmenttogetherwithcostreductionprocessesassociatedwithscrap.

Benefitszx Internalbusinessexcellenceauditsillustrate

thecompanyisperformingtoaveryhighlevel.

zxConsiderableproductivityimprovementsandcostsavings.Justoneoftheirsixsigmainitiativesresultedinreducedhandlingdamageontheassemblyline,significantreductionsindowntimeandcostsavingsofover£28,000withina5monthtimeframe!

Celebrating Success

NI Quality Awards winners for 2006

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Private SectorFuneral Services NIFormedinthelate1980sFuneralServicesNI(FSNI)has14funeralhomesacrossNI,alloperatingindependently.FSNIintroducedaprogrammeofculturalchangein.Sincethenthecompanyhavesuccessfullyworkedwithanumberofbusinessimprovementframeworks.

Key StrengthszxTheirframeworkforpolicyandstrategyisclearly

focusedontheneedsofcustomersandotherkeystakeholders.

zxStaffatalllevelsareinvolvedinbusinessimprovementactivity.TheBestPracticeForumprovidesavehicleforthedevelopmentofnewservices,problemsolving,reviewandfeedback.

zxHighlyproactive&fullydeployedstafftraininganddevelopmentapproach,whichincludesacompetenceframework,appraisalandmentoring.

BenefitszxFSNImeasuresandachievesconsistently

highlevelsofcustomersatisfaction(95%+).

zx InnovativeapproachestoOutreachactivitiesinthelocalcommunitywhicharemeasuredandbenchmarkedthroughtheBusinessintheCommunityOnePerCentClub.

zxConsistentupperquartileperformanceforkeyfinancialandnon-financialindicators.

Pictured:FSNIQualityAwardTeamrepresenting12generationsinfuneralservices-fromleftJonBaird,JamesandBeverleyBrown,LeslieHolmes

“As a further step on our quality journey we engaged with the Centre for Competitiveness to participate in the EFQM programme. Reviewing all aspects of our business identified a number of areas for improvement. This has strengthened our position as the leading Funeral Service provider in Northern Ireland.

We are delighted to have achieved the Northern Ireland Quality Award and wish to encourage those who may be considering a similar journey.”James Brown, MD, Funeral Services NI

“Assessment using the Excellence Model brings Copeland, Cookstown many benefits - external validation of our progress, confirmation of the relevance of our own internal performance reviews and, of course, demonstrating to others that we have a good story to tell.” John McAfee Plant Director, Copeland Ltd

BEING AN ASSESSOR

“Taking on the role of Awards Assessor is an excellent personal development exercise which enhances our organisation’s knowledge of how to manage improvement and enables the transfer of good practice observed elsewhere”. Peter McElhinney, NI Housing Executive

An air of achievement:TheteamatCopeland’s,whichmanufacturescompressorstotheairconditioning,refrigerationandheatpumpmarketsmarktheirsuccessintheawards.

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Public SectorNI Housing ExecutiveTheHousingExecutivehasbeenengagedinastructuredimprovementprogrammeforseveralyears.Duringthattimetherehasbeenasignificantdegreeofchange,particularlywithregardtotheModernisingServicesagenda.TheyhaveasuccessfulbackdropofIiPandChartermarkaccreditationandhaveprogressedthroughStepstoNIQualityAwardwinningstatus.

Key Strengths Theirsuccesscanbeattributedtozxanintegratedprogrammeofleadershipand

managementdevelopment.

zxastrongpartnershipethos,particularlywithregardtotheEnvironmentandRenewableEnergyaswellasHousingCommunityNetworks.

zx Innovativeconsultationmethodswithbothstaffandstakeholders.

zxUseofawiderangeofResultstoinformPolicyandStrategy.

BenefitszxCustomerResultsshowyearonyearimprovement

overthelast5years.

zxFavourablecomparisonswithBestValuePerformanceIndicatorsagainstEnglishauthorities.

zxConsistentlyPositivetrendsforemployeesatisfaction.

zxConsistentlysuccessfulrecordofmanaging financialtargetswithintheirBusinessPlan.

“We use the EFQM Excellence Model as the overarching framework for managing our Business Improvement Strategy. Regular, independent external asessment as part of the NI Quality Award Process enables us to assess and measure our progress and identify further improvement. Our submission document reflects the contribution of every member of staff.” Paddy McIntyre Chief Executive NI Housing Executive

St.Colmans CollegeSt.ColmansCollegeclearlydemonstratessignificantcommitmentto,anddeploymentof,continuousimprovement.Peopleatalllevelswithintheschoolareinvolvedinimprovingservices.

Key Strengths zxEffectiveleadershipisdemonstratedthroughout

theCollege.TheseniorteamaresettingawelldefineddirectionfortheCollegewhichiswellunderstoodanddeployedthroughout.

zxContinuousImprovementwithintheCollegehasmovedbeyondaprocessandintoadeployedculture.Thisisdemonstratedthroughsignificantinvolvementofthemajorityofstaffinextracurricularactivity.

zxTheapproachtocustomerrelationshipmanagementisexemplary.ActivitiessuchastheStudentcouncilprovideclearevidenceofparentandpupilinvolvementindecisionmakingwhilstformalsurveyswithbothpupilsandparentsareusedregularlytoaffectchange.

BenefitszxSustainedperformance(over5yrs)forParentand

Studentsatisfaction(overallsatisfaction,qualityofteaching,communicationswithparentsetc).

zxTheCollegemeasureeffectivenessofleadership,employeesatisfactionandimpactofsocialinteraction.Allshowaconsistentprofilein/orapproachingtheupperquartileoveratleast3years.

zxSustainedlevelofperformanceforallacademicindicatorswithpositivecomparisonstotargetsforalmostallresults.

“Achieving the NI Quality Award provides wonderful impetus for our improvement efforts. The process of assessment helps us to reinforce our strengths as well as identify improvement areas. We have learnt a lot from the process and now have external confirmation that we are a good organisation.” Father Brown Principal, St. Colmans College

Northbrook TechnologyNorthbrookTechnologyNorthernIreland(NTNI)wasfoundedinBelfastinJanuary1999asawhollyownedsubsidiaryoftheAllstateCorporation.

NTNIspecialisesindeliveringhigh-quality,low-costtechnologyandbusinesssolutionstoitsparentcompanyTheAllstateCorporationanditssubsidiaries.

Key StrengthszxCascadingKeyPerformanceIndicators

toindividualemployeelevel.

zxStrongqualityofleadershipatalllevelsinthecompany.

zxCommunityspiritofNTNIisastrongcatalysttoengageemployeesinsocietalactivity.

zxClearfocusonimprovingprocessefficiencyandhaveembracedimprovementinitiativessuchasSixSigma&CMMI.

BenefitszxSevenyearscontinuedsuccessinachieving

budgetsandmargins,growingthecompanyandexpandingtheworkforce.

zxPerformanceagainstKPIsispositiveagainstkeyfinancialandnon-financialparametersovertime.

“We found the Awards process one of the most demanding we have undertaken. The degree of rigour in the process forced us to ask searching questions not just about how we operate, but also about the rationale behind why we do things in a particular way.”Bro McFerran Chief Executive, Northbrook

Switched on to excellence: NorthbrookTechnologyHRDirector,RoseKelly,celebratesthecompany’ssuccessintheschemewithCforC’sBobBarbour,havingdemonstratedaclearfocusonimprovingprocessefficiencyandprovidingstrongandeffectiveleadership.

Pictured:HousingExecutivestaffhelpingoutataHabitatforHumanityschemeinNorthBelfast.

By the book:StColman’sPrincipal,FatherBrown,withstaffandpupilsattheschool,celebrateswinningtheleadingaward,whichistheresultofcontinuousimprovementandeffectiveleadership.

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NI Quality Awards Process

Why Apply?zxFindout"howgoodyourorganisation

reallyis"bybeingmeasuredagainstEurope’smostwidelyusedmanagementframework(theEFQMExcellenceModel).

zxReceivein-depthfeedbackonyourorganisation.

zxCompareyourscoreprofileagainstEuropeannormsandhighperformingorganisations(theEFQMmodelisusedbymorethan20,000organisationsacrossEurope).

Levels of RecognitionTheCentreforCompetitivenessiscommittedtoassistingyouonyourJourneytoExcellenceandhasdevelopedaseriesofrecognitionstagestoassessandrewardorganisationsontheirprogress.

EFQM Committed to ExcellenceThispan-EuropeanrecognitionsystemisdesignedfororganisationsatthebeginningoftheirJourneytoExcellenceandfocusesonhelpingthemtounderstandtheircurrentperformancelevelandestablishimprovementpriorities.

Key ElementszxConductEFQMassessment.

zxPrioritiseimprovementareasanddevelopanimprovementplan.

zxProgressagainstimprovementisvalidatedthroughasitevisit.

EFQM Recognised for Excellence/Mark of Excellence and the highest level of recognition the NI Quality Award areallbasedontheEFQMExcellenceModelandfollowthesameassessmentprocess:

1.Organisationcompletesasubmissiondocumentoutlininghowthe9criteriaoftheEFQMExcellenceModelareaddressed.

2. Theapplicationisanalysedandassessedbyateamoffullytrained,independentassessors.

3.Assessorsundertakeasitevisit.

4. JudgingPaneldetermineappropriatelevelofrecognitionforApplicants.

5.FeedbackreportissuedtoeachapplicantfollowedbyfacetofacefeedbackfortheApplicantswhorequestit.

The Public sector Steps to Excellence and Private sector Award of Excellence promoteandrecogniseorganisationsatvariousstagesoftheirJourneytowardsExcellence.

SCORING PROFILE:BRONZE250-300PointsSILVER301-350PointsGOLD351-400Points

EFQM Recognised for Excellence ThepanEuropeanEFQMRecognisedforExcellencewasharmonisedin2006withthepreviouslydevelopedIrelandMarkofExcellencerecognisingorganisationsthatareprogressingtowardsrolemodelstatus.ToachievetheEFQMRecognisedforExcellence,organisationsneedtodemonstratethattheyhave;

zxWellmanagedprocesseswithall“thepiecesinplace”.

zxWellestablishedapproachesandreasonableevidenceofrollout.

zxConsistencyofdeployment.

zxEvidenceofgatheringresultsdata.

NEW SCORING PROFILE:401-500Points

Northern Ireland Quality Award™ThekeystimulatorofexcellenceforrolemodelorganisationsinNIthathavedevelopedamatureapproachtocontinuousimprovement.AlignedwiththeUK&EuropeanQualityAwardstoprovideaprogressionroutemap.

NIQualityAwardWinnersdemonstrate:zxorganisationalwideimprovement

programme(s).

zxpreviousindependentfeedback.

zxaprocessforincorporatingfeedbackintotheirbusinessplanning.

zxuseofexternalbenchmarksandcomparisonsasthebasisfortargetsetting.

zxunderstandingoftheimpactofapproachesonresults.

SCORING PROFILE:500+Points

Sponsors

RESULTS

LEADERSHIP

PEOPLE

POLICY & STRATEGY

PARTNERSHIP& RESOURCES

PROCESSES

PEOPLERESULTS

CUSTOMERRESULTS

SOCIETYRESULTS

KEY PERFORMANCE RESULTS

ENABLERS

INNOVATION & LEARNING

Make an ImpactThe EFQM Excellence Model

Roll of HonourPastNIQAwinnerswhohaveachievedrecognitionatUKandEuropeanlevel

Ulster Carpet Mills 1995UKQualityAward

BTNI1997UKQualityAward

Nortel Networks 1998UKQualityAward

St. Marys College 1999UKQualityAward2001EuropeanQualityAward2006EuropeanQualityAward

Springfarm Architectural Mouldings 2000UKQualityAward 2002EuropeanQualityAward

NIE 2001UKQualityAward

Tobermore Concrete 2005UKQualityAward

Council for Curriculum, Examinations and Assessment2005&2006UKQualityAward(Prizewinner)

St. Annes Primary School 2006UKQualityAward

Call for Assessors 2007

Eachyear,theCentreforCompetitivenessneedstocreateteamsofhighcalibreassessorscapableofevaluatingapplicantsfortheNIQualityAwardsprocess.Assessorsneedtopossessahighlevelofexpertiseandexperienceinbusinessimprovement.

IfyouareinterestedinbecominganAssessorpleasecontactGeorgeWilsonforfurtherinformationandanApplicationForm.

Benefits of being an Assessor

1 Opportunitytoexperiencebestpracticeandleadingideasinotherorganisations.

2 Enhancementofdevelopmentskillse.g.leadership,teamworkandcommunication.

3 Strategicskillssuchasidentifyingimprovementopportunitiesandbenchmarking.

European Quality Award 750+

N.I. Quality Award (Allsectors500+)

EFQM Recognised for Excellence/ Mark of Excellence (Allsectors401-500)

Public Sector Private Sector STEPS to Award of Excellence ExcellenceGold351-400 Gold351-400Silver301-350 Silver301-350Bronze250-300 Bronze250-300

EFQM Committed to Excellence (AllSectors)

CONTINUOUS IMPROVEMENT

EFQM ExcellenceRecognition Scoring Structure

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Design:whitenoisesudios.com

Compete January 2007 // Centre for Competitiveness

CEO BobBarbour

Quality Excellence GeorgeWilson

Innovation & Creativity AdrianGundy&DerekJohnston

Productivity ImprovementMichaelO’Neill

Business Development MichaelSmith

ClusteringLindaJamison

Marketing ChristineWatson

Events PaulinePollock&AnnMcIlroy

Finance AlanHarvey&LorraineBranagh

Support PatriciaWilliamson&MichelleMcCarry

Contact Details

CentreforCompetitivenessTheInnovationCentreNIScienceParkQueensRoadBelfastBT39DTT: 02890737950F: 02890737951E:compete@cforc.orgW:www.cforc.org

Your Team

Qualitycanprovideacuttingedgeforanorganisationinthemarketplace,butonlyifitisnourishedandbackedupbysolidandstrongleadership.

Scoring:0-2 Wehavemadenoprogressinthisareayet.3-5 Wehavesomeideawithrespecttothequestionbutare notsurehowtogoaboutit.6-8 Wehavethegeneralideaandweareimplementingit, butwehaveyettomeasureit.9-10 Wehavetheidea,weareimplementingandmeasuringitandasa consequenceofthatmeasurementweareonthewaytoachievingit.

10 Tips for Assessing the Quality of your Leadership

Your Events

Member Network Events6 Feb:InnovationatDaleFarm

Training

1 Feb: Magnificent7CreativeThinking

6 Feb:PlanningforImprovement

7 Feb:SixSigmaRedesign

14 Feb:StrategyMaps&BalancedScorecard

20-22 Feb:EFQMAccreditedAssessor

21/22 Feb: ProjectManagement

22 Feb:7DeadlysinsofManagement&howtoavoidthem

28 Feb:CreativeTeams

7 March:ProcessMapping

4 April: Benchmarking

Moreeventsandfurtherdetailsarepublicisedon www.cforc.org/events ToregisteryourinterestcontactPauline Pollock Tel:02890737950Email:pauline.pollock@cforc.org

Committed to helping you improveCentreforCompetitivenessisnotforprofit,independentandmemberbased

NI Quality Awards & Recognition Process 2007 - Timetable

March: AssessorRecruitment

29 March:HowtoprepareyourSubmission

31 Aug: ClosingdateforSubmissions

4-6 Sep:AssessorTraining(Newcomers)

6 Sep: AssessorTraining(Returners)

20 Sep:Howtoprepareforasitevisit

w/c 1 October 2007: PreliminarySiteVisits

4 Oct: PreliminaryJudgesmeeting

Oct: AssessorsConsensusMeetings

w/c 12 Nov: SiteVisits

6 Dec: FinalJudgesMeeting

Jan 08:GalaCeremony Have you inspired your employees and given them a sense of purpose?Yourstaffdemonstratetotalcommitmenttoachievingobjectives.

Do your employees understand their role and impact in the organisation?Youremployeesallknowwhatisexpectedofthemintermsofcontributiontoperformance.

Do you continually review performance?Performanceinformationisusedtodrivecontinuousimprovement.

Have you identified appropriate measures of performance for all areas of activity?Performanceindicatorsareinplaceforfinancial,employee,customer,operationalandsocietalaspects.

Do you insist on having a system that identifies and removes obstacles?Problemsareidentifiedthroughexperienceandmeasurementandcommunicatedthroughmeetingsandsuggestionschemes.Thecultureisonewhereproblemsareseenassolutionswaitingtohappen.

Do you regularly interact with key stakeholders (customers, suppliers, society etc)?Youknowwhatyourcustomersandotherstakeholdersneedfromyouandwhatyouneedfromthem.

Is your organisation’s vision and mission relevant and meaningful?Youknowwhatyouaretheretodoandhaveidentifiedtheessentialtasksneededforsuccess.

Do you lead by example and practice what you preach?Youleadbychampioningimprovementandactivelysupportandvisiblyparticipateininitiatives.

Are appropriate people involved in the planning and decision making process?Problemsareopenlydiscussedandcollectivelysolved.Employeesareallowedtoimplementtrialsandsuggestrecommendations.

Do you understand and apply the Fundamental Concepts of Excellence?TheorganisationhastotalleadershipcommitmentandacceptanceoftheFundamentalConceptsofExcellencewhichareembodiedintheorganisation’soperationsandstrategies.

Your Leadership

• Self Assessment • Best Practice Level

With Thanks

TheCentreforCompetitivenesswouldalsoliketotakethisopportunitytothankthefollowingRoleModelmemberorganisationsforagreeingtosharetheirbestpracticeattheforthcomingExcellenceinActionevents:

15 Feb: NorthbrookTechnology

27 Feb: NIHousingExecutive

8 March: St.ColmansCollege

22 March: CopelandLtd

18 May: FuneralServicesNI

The Fundamental Concepts of ExcellencezxPeopleDevelopment&InvolvementzxContinuousLearning,Improvement&InnovationzxPartnershipDevelopmentzxCorporateSocialResponsibilityzxResultsOrientationzxCustomerFocuszxLeadership&ConstancyofPurposezxManagementbyProcesses&Facts

TheFundamentalConceptsofExcellenceareapplicabletoallorganisationsregardlessofsector,industryorsizeandunderpintheEFQMExcellenceModel.Theachievementofexcellencerequirestotalleadershipcommitmentandacceptanceoftheseconcepts.