Knowledge Base

  • Siemens Congleton - United Kingdom

    EFQM
    17 February 2017

    How to develop excellence beyond the limits of your organisation

    This insight focuses on “suppliers” and analysing how Siemens Congleton, developed excellence beyond the boundaries of their organisation. 

  • WDH - United Kingdom

    EFQM
    17 February 2017

    How to develop excellence beyond the limits of your organisation

    This insight focuses on “customers” and analysing how WDH - Wakefield and District Housing – one of the EFQM Award Winners in 2015, developed excellence beyond the boundaries of their organisation. 

  • City Learning, Industry Academy and Students Support

    EFQM
    22 December 2016

    City of Glasgow College - United Kindgom

    2016 EFQM Excellence Prize Winner in Sustaining Outstanding Results

    City of Glasgow College (CoCG) understands the needs and expectations of its customers, it focuses on its aim for students which is for them to “Get a Job, Keep a Job, Get a Better Job”. They have identified its main customer groups, and segmented them. This ensures that learning and teaching services and students’ guidance services are tailored and customer centred.  

  • "Airport Helper", Smiley boxes

    EFQM
    21 November 2016

    Aeroports de Lyon - France

    2016 EFQM Excellence Prize Winner in Managing with Agility

    Aéroports de Lyon has a very strong customer-focus and central to this is the understanding of the importance of the passenger experience of the quality of service as a driver for the strategic ambition of growth. Several approaches aiming on understanding passenger’s perception in order to be able to improve service quality and performance have been developed and implemented.

  • Adding value for patients

    EFQM
    14 December 2015

    Cabinet d'orthodontie Becker & Associés

    2015 EFQM Excellence Prize Winner in Adding Value for Customers

    Cabinet Becker & Associés delivers dedicated services in the field of orthodontics. Its services focus on the individual needs and expectations of adult and young patients and are delivered throughout Luxembourg. With this respect, their strategic position is very clear: To be national ‘Referential Leader in Orthodontics’ guaranteeing highest satisfaction levels for all stakeholders. 

  • Patient Care and Green Jacket

    EFQM
    14 December 2015

    Sanitas Hospitales

    2015 EFQM Excellence Prize Winner in Succeeding through the Talent of People

    Patient Care units are a key factor in Sanitas Hospitales strong commitment to focus on patient care. This approach links directly to the defined value definition of (among other elements) offering the best human team. The strive for top patient care also connects to three strategic goals of reaching millions more people, getting extraordinary results and be the best place to work. 

  • Empowering Service Users

    EFQM
    16 February 2015

    Cedar Foundation

    2014 EFQM Excellence Prize Winner in "Leading with Vision, Inspiration and Integrity"

    Cedar’s core purpose since 1941 is to provide ground-breaking and innovative services to Society with a focus on disabled people. To enable this, service users are involved in planning, reviewing and developing products and services, e.g. through the Regional User Forums. The focus on inclusion is aligned with Cedar’s strategic goals “Empowering service users” and “Improving and innovating”.

  • Nilufer's strong customer orientation

    EFQM
    20 January 2014

    Nilüfer Belediyesi - Turkey

    2013 EFQM Excellence Prize Winner in "Adding Value for Customers"

    Nilüfer Municipality has demonstrated a strong customer orientation. Particularly, and being a Municipality, they are showing clear and effective citizens orientation; by not only fulfilling needs, expectations and opportunities, but also by anticipating in an active way to future expectations, with a clear approach towards social sustainability.

  • A strong customer focus

    EFQM
    7 January 2014

    Glasgow Housing Association (GHA) - United Kingdom

    2013 EFQM Prize Winner in "Leading with Vision, Inspiration and Integrity"

    GHA is an organisation that has a strong customer focus. There are many examples of changes that have been made with the specific purpose of adding value to customers, such as the creation of the Central Customer Service Centre for routine enquiries which has freed up Housing Officers to spend more time in dialogue with customers; building strong and lasting relationships between individuals and GHA.

  • Think Guest and show heartiness

    EFQM
    6 January 2014

    Alpenresort Schwarz - Austria

    2013 EFQM Award Winner and Prize Winner in "Adding Value for Customers" & "Succeeding through the Talent of People"

    The Guest is at the centre of all that Alpenresort Schwarz represents. The facilities, the ranges of offers to the Guest profile and, in particular, the focus on the Guest is exemplary - they are invited to become a part of the “family” operational ethos; employees continuously “Think Guest” and show Heartiness.

  • Focussing on success for all pupils

    EFQM
    13 November 2013

    St Mary's College - Northern Ireland

    2013 EFQM Prize Winner in "Sustaining Outstanding Results"

    St Mary's College overall purpose/service is the education of children and they have their key customer, the pupils, onsite with them every working day. Through a pupil-centered multidimensional approach that integrates teaching, learning and pastoral care, St Mary's College focus on success for all pupils.

  • creating confident communities

    EFQM
    6 November 2013

    Wakefield District Housing - United Kingdom

    2013 EFQM Prize Winner in "Adding Value for Customers"

    Wakefield District Housing (WDH) is one of the UK’s largest housing associations, being responsible for 31,000 properties. WDH works closely with the local community and their priorities help to shape its overall business objectives. Customer focus is clearly present and is not only top down and leadership driven, but very much a part of the community culture which permeates the company.

  • The SSAU Customer Satisfaction

    EFQM
    4 November 2013

    Stavropol State Agrarian University - Russia

    2013 EFQM Prize Winner in "Harnessing Creativity and Innovation"

    Through a clear and strong focus on students in every daily activity of SSAU, this University achieves high and sustained levels of satisfaction among all its relevant segments of students on the key issues such as the quality of the training process and the rate of recommendation to others. Moreover, SSAU also realises high level of performance regarding full time course students, job placement for SSAU students and admission completion at SSAU, which are the key results for its business.

  • Alpenresort Schwarz, Austria - EFQM Excellence Award Winner 2013

    EFQM
    23 October 2013

    EFQM Excellence Award Winner 2013 and Prize Winner in Adding Value for Customers and Succeeding through the Talent of People

    The Guest is at the centre of all that Alpenresort Schwarz represents. Guest Loyalty is rewarded with annual Awards. The personal involvement of Pirktl family with the Guests shows how the importance of the Guest is perceived by the Pirktl family. The combined effort of these approaches is reflected in the consistently good Guest satisfaction results over nine years.

  • Wakefield and District Housing, UK - EFQM Prize Winner 2013

    EFQM
    23 October 2013

    EFQM Prize Winner in Adding Value for Customers

    The needs of customers (or tenants, or residents) are clearly understood: captured by research; by survey; by meetings with their representatives; by the feedback from the people of WDH who work in the community, and by truly integrating the customer in everyday activity.

  • Nilufer Municipality, Turkey - EFQM Prize Winner 2013

    EFQM
    23 October 2013

    EFQM Prize Winner in Adding Value for Customers

    They do not only add value by understanding, and fulfilling customer needs, expectations and opportunities, but by anticipating future demands and expectations, contributing to the modern life standards enjoyed by Nilüfer citizens.

  • Customer Perception Surveys

    EFQM
    15 July 2012

    JSC Medicina Clinic - Russia

    Medicina Clinic was established in 1990 as an interdisciplinary medical center with a a polyclinic, an inpatient facility, a trauma section and a 24 hour ambulance. JSC 'Medicina' has a mission to provide its patient with a full-scale individual medical assistance and involve them in decisions regarding their health and well-being.

  • Adding Value for Customers

    EFQM
    15 April 2012

    VAMED-KMB - Austria

    Since 1985, agreed in the Technical Operations Management contract (TBV), VAMED-KMB is assigned the technical operations management of the General Hospital.  VAMED-KMB's strategic ambitions have a real focus on the customer, which is clearly embedded in the Vision and Mission Statement and the strategic objectives.

  • Ricoh Deutschland GmbH, Germany - EFQM Prize Winner 2011

    EFQM
    25 October 2011

    EFQM Prize Winner in Adding Value for Customers

    The award process has been a unique experience for us. The Assessors were truly professional and their work and feedback as delivered by their report will help us even further in our ongoing pursuit of business excellence.

  • Adding Value for Customers

    EFQM
    15 July 2011

    Ricoh Deutschland - Germany

    Great team spirit developed and real belief and ownership of customer issues. Customer Service Centre staff do not like the word call centre, which is a significant factor in reflecting the correct attitude from the staff employed.

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