Knowledge Base

  • The new ISO Standards on management systems and the EFQM Excellence Model

    EFQM
    22 December 2016
    All
    All

    By Ruud Stassen, INK, and NEN.

    ISO 9001 and the EFQM Excellence Model are different approaches for different purposes. ISO contributes to consistent delivery of products and services that meet customer requirements and applicable statutory and regulatory requirements and aims to enhance customer satisfaction. The EFQM Excellence Model supports organisations on their journey to excellence, taking into account all their stakeholders. 

     

  • Benchmarking Scoring Report 2016

    EFQM
    25 November 2016
    All
    All

    EFQM Excellence Award 2016

    The EFQM Excellence Model provides a framework to compare the relative performance of any organisation, regardless of size, sector or maturity. This report is your access to an overview of the scoring profiles, a comparison of 2016 vs. 2015, as well as several examples picturing the evolution of organisations which, after applying to the EFQM Excellence Awards, have acted on the feedback produced by the EFQM Excellence Assessors, and once again participated in this process.

  • Benchmarking Scoring Report 2015

    EFQM
    2 February 2016
    All
    All

    EFQM Excellence Award 2015

    Access an overview of the scoring profiles, a comparison of 2015 vs. 2014, as well as several examples picturing the evolution of organisations which, after applying to the EFQM Excellence Awards, have acted on the feedback produced by the EFQM Excellence Assessors, and once again participated in this process. Mentioned examples clearly show the improvement in their performance. 

  • Benchmarking Guidelines

    EFQM
    22 April 2015
    All
    All

    Where does benchmarking fit in the EFQM Model?

    The concept of benchmarking is embedded in the Concepts and Criteria of the EFQM Excellence Model but is most visible in the RADAR. It’s quite possible that if your organisation is going to do something completely new, benchmarking could be included in part of the planning and development of an approach you’re developing to support this activity. However, it’s generally more common that we’re trying to improve an existing approach. If we look at the RADAR attributes in more detail, it’s easier to see where benchmarking comes into play.

  • Assessing the EU Member States

    EFQM
    24 February 2015
    All
    All

    Can you assess a country using the EFQM Excellence Model?

    The method deployed to conduct the assessment was to determine a set of standard metrics that reflect the 9 Criteria of the EFQM Excellence Model and use these as the basis for the assessment. This would enable us to determine whether the concept would work. We chose the EU Member States as the sample, as a wide range of information is publicly available, with standard definitions in place to ensure consistency.

  • Benchmarking Scoring Report 2014

    EFQM
    22 October 2014
    All
    All

    EFQM Excellence Award 2014

    Access an overview of the scoring profiles, a comparison of 2014 vs. 2013, as well as several examples picturing the evolution of organisations which, after applying to the EFQM Excellence Awards, have acted on the feedback produced by the EFQM Excellence Assessors, and once again participated in this process. Mentioned examples clearly show the improvement in their performance.

  • Benchmark Scoring Report

    EFQM
    28 October 2013
    All
    All

    EFQM Excellence Award 2013

    In October 2012, we launched the 2013 version of the EFQM Excellence Model. This was used for the first time in the 2013 EFQM Excellence Awards assessments. The comparisons enclosed in this document are therefore of double interest. Not only do they provide a benchmark for you against the current group of leading organisations who applied for the EFQM Award in 2013, they also give some insights on the impact of the revisions made to the 2013 Model and the consequent increase in the "level of excellence" observed since 2010.

  • Mapping the Fundamental Concepts

    EFQM
    7 August 2013
    All
    All

    EFQM User Guide

    When the Core Team was established to review the EFQM Excellence Model in 2012, one of their objectives was to integrate the Fundamental Concepts of Excellence and the criterion within the Model. As the Fundamental Concepts are the underlying principles of the Model, the Core Team started by reviewing and updating the Concepts. Once these were completed, the statements in the concepts were then mapped across the 9 boxes of the Model. This enabled the team to identify areas where the criterion parts needed to be revised or new parts added.

  • What goes in Criterion 8?

    EFQM
    5 August 2013
    All
    All

    EFQM User Guide

    Ever since the EFQM Excellence Model was first issued in 1992, people have looked at criterion 8 and thought "what do we put in there?". Since 1992, the knowledge and understanding of topics like 'Corporate Social Responsibility' and 'Sustainability' have progressed significantly. Most organisations have some sort of CSR activities. But still, people struggle with finding relevant results for criterion 8. In this User Guide we have provided 6 examples of how different organisations from different sectors have approached this area.

  • Benchmark Scoring Report

    EFQM
    15 March 2013
    All
    All

    EFQM Excellence Award 2012

    For 20 years, the EFQM Excellence Awards has recognised leading organisations in the private and public sectors, providing role models that inspire others to emulate their success. This report focuses on the scoring profiles for the applicants in the last 2 EFQM Excellence Awards, both of which have used the EFQM Excellence Model 2010 as the basis for the assessment.

  • Using Lean & Six Sigma within the EFQM Framework

    EFQM
    2 January 2013
    All
    All

    EFQM User Guide

    Lean and Six Sigma are widely used as the principle approach for improving process performance and enhancing the value added to the customer and other stakeholders, not just in manufacturing but increasingly in the services sector.  In this User Guide, we're looking at how the EFQM Model and Lean / Six Sigma techniques can complement each other; using the relative strengths of one to offset the limitations of the other to get the best out of both.

  • Understanding an organisation's stakeholders

    EFQM
    1 January 2013
    All
    All

    EFQM User Guide

    This guide gives a number of different approaches used by our members to identify the key stakeholders of their organisation. As stakeholders have either influence or interest in the performance of the organisation, it is key that any organisation has clearly identified the different stakeholder groups, understands their level of influence and takes their opinions, priorities and concerns into account when developing and reviewing strategy and supporting policies.

  • DMAIC Improvement Methodology

    EFQM
    1 January 2013
    All
    All

    EFQM User Guide

    We all come across problems within our working environment.  The temptation is to immediately move into 'solution mode' before we really understand what's causing the problem we're observing. DMAIC is a structured approach for problem solving.  There is a clear alignment between the DMAIC approach and the RADAR, although the RADAR is an ongoing cycle which looks at continually improving and refining approaches over time.  The DMAIC approach is for a single improvement cycle.

  • EFQM Management Document

    EFQM
    1 January 2013
    All
    All

    EFQM User Guide

    The EFQM Management Document provides a simple format for describing how the strategic objectives of an organisation are being implemented.  It uses the framework of the EFQM Excellence Model to describe the key approaches adopted, how they are being deployed and the results achieved.  The format was developed from the submission documents prepared when applying for recognition from the EFQM.  However, a number of organisations have found additional benefits in describing their activities and achievements in this format.

  • Net Promoter Score

    EFQM
    1 January 2013
    All
    All

    EFQM User Guide

    Is the Net Promoter Score 'the one number you need to grow', or is it an equally important growth measure than other loyalty questions? The answer is debatable. What is not up for debate is the fact that an increasing number of organisations are using the Net Promoter Score today.  The Net Promoter Score is a customer loyalty metric developed by, and a registered trademark of, Fred Reichheld, Bain & Company, and Satmetrix. It was introduced by Reichheld in his Harvard Business Review article "One Number You Need to Grow" in 2003.

  • Perception Surveys

    EFQM
    1 January 2013
    All
    All

    EFQM User Guide

    The field of Market Research is constantly evolving, with new theories and analytical techniques being developed, in addition to existing ones being refined based on new learning.  The objective of this User Guide is to pool some of this learning and offer some practical insights into developing stakeholder perception surveys and ensuring the data collected can be effectively used within your organisation to review approaches and drive improvements.  It's written from the perspective of someone who uses perception data.

  • EFQM Framework for Enterprise 2.0

    EFQM
    15 November 2011
    All
    All

    EFQM User Guide

    The EFQM User Guide for Enterprise 2.0 has been developed to provide organisations with a holistic and universal approach towards excellence in managing their Enterprise 2.0 strategy.  It is based on the 9 criteria of the EFQM Model to which specific Enterprise 2.0 issues have been linked.  It starts with a brief introduction to the topic of Enterprise 2.0, followed by three major sections:  Mapping Enterprise 2.0 to the EFQM Excellence Model, Planning and Assessing Enterprise 2.0 Excellence, and Information on the EFQM Model and Assessment.