making excellence a national characteristic of scotland copyright © quality scotland foundation...
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Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
Quality Scotland
Overview of EFQM Excellence Model
Ann Pike – Head of Business Development, Quality Scotland
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
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 ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
QS Reach
Private Sector Members
Private Sector Members
Organisation Board Members
Organisation Board MembersIOD Board
MembersIOD Board Members
IODIOD
PRIVATE SECTORPRIVATE SECTOR
Housing Associations
Colleges Colleges
PUBLIC SECTORPUBLIC SECTOR
QS Local Authority
members x26
QS Local Authority
members x26
Local Authorities
x 32
Local Authorities
x 32
CPPs members
of QS
CPPs members
of QS
CPPsCPPsImprovement Service
Improvement Service
Government Board Members
Government Board Members
TSI x32TSI x32Local
Authorities x 32
Local Authorities
x 32
GovernmentGovernment JITJIT
COSLACOSLA
Zero Waste Scotland
Zero Waste Scotland
EducationEducation
Scottish Enterprise
Scottish Enterprise
SCVOSCVO
NHSNHS
NHS Health Scotland
NHS Health Scotland
NHSNHS
Education Authorities Education
Authorities Local
Authorities x 32
Local Authorities
x 32
Scottish Enterprise Board
Members
Scottish Enterprise Board
MembersScottish Enterprise
MembersScottish Enterprise
Members
SBCSBC Member organisations across all 3 sectors
Member organisations across all 3 sectors
IiPIiP IiP member also QS member
IiP member also QS member
VSN Member
VSN Member
Individual VSN Member Organisations
Individual VSN Member Organisations
Organisation Board members
Organisation Board members
CEMVOCEMVOCEMVO Member Organisations
CEMVO Member Organisations
Social Enterprise Academy
Social Enterprise Academy
SEA Member OrganisationsSEA Member Organisations
THIRD SECTORTHIRD
SECTOR
VASVASTSI’S x32TSI’S x32TSI own member VO
TSI own member VOGovernmentGovernment
SCVOSCVOSCVO Members
SCVO Members
QS Members members of SCVO
QS Members members of SCVO
SCVO Members non members of
QS
SCVO Members non members of
QS
Gov’tGov’t
CRNSCRNSZero Waste Scotland
Zero Waste Scotland
Gov’tGov’t
Local Authorities
x 32
Local Authorities
x 32
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
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 ScotlandCopyright © 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 ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
8 Fundamental Concepts
+
9 Criteria
+
RADAR
The EFQM Excellence Model 20133 components
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
The Fundamental Concepts of Excellence
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
Take ActionTake Action Measure Impact
Measure Impact
Model Dynamics
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
RADAR Logic
Define the RESULTS you want to achieve
Develop the APPROACHES that will
deliver these results
Systematically DEPLOY the approaches
ASSESS the impact and REFINE based on
analysis and learning
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
RADAR – Using with the Enablers
APPROACH: Sound Integrated
DEPLOYMENT: Implemented Structured
ASSESSMENT AND REFINEMENT: Measurement Learning & Creativity Improvement & Innovation
Enablers• Leadership• Strategy• People• Partnerships &
Resources• Processes,
Products & Services
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
RESULTS: Relevance and Usability
Scope and Relevance
Integrity Segmentation
Performance Trends Targets Comparisons Confidence
RADAR: Using with Results
Results:Customer, People, Society, Business
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
1 Leadership
1a 1b
1c1d
1e
5 Processes, Products &
Services
5b5a
Criterion parts
Guidance points (what excellent
organisations do)
Structure of the Criteria: Enablers
5d5e
5c
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
6 Customer
Results
7 People Results
8 Society Results
9 Business
Results
6a(75%)
Perceptiondata
7a(75%)
Perceptiondata
8a(50%)
Perceptiondata
9a(50%)
Business Outcomes
6b(25%)
PerformanceIndicators
7b(25%)
PerformanceIndicators
8b(50%)
PerformanceIndicators
9b(50%)
Business Performance
Indicators
Criterion Criterion parts
Structure of the Criteria: Results
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
Reflecting the Enablers in the Results
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
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
Customisation of the EFQM Excellence Model
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
EFQM to PSIF
Public Service Improvement Framework
Investors in People
CustomerService
ExcellenceBest Value
EFQM Best Value
Public Service Improvement Framework(PSIF)
Investors inPeople
Customer Service
Excellence
European Foundation for Quality Management(EFQM)
+
is an evidence-based self assessment model incorporating
which delivers on other inspections and audits
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
The Public Service Improvement Framework
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
Customised Models
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
Cedar Foundation St Mary’s College “Building Better Futures”
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
Initiative Overload
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
Strategy & Initiatives fitting into the Model
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
www.qualityscotland.co.uk @qualityscotland Quality Scotland
Thank you
Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM
Quality Scotland28 Drumsheugh GardensEdinburgh EH3 7RN
0131 225 5765
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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 Quality Scotland Foundation. Additionally and specifically, Quality Scotland Foundation acknowledges the ownership and copyright by 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.