Knowledge Base

  • 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. 

  • GHA - United Kingdom

    EFQM
    17 February 2017

    How to develop the organizational culture to achieve excellent results,

    This case study focuses on de results achieved by EFQM Member Glasgow Housing Association (GHA). GHA’s mission is ‘Better Homes, Better Lives, A Better Glasgow’. This is based on feedback from their tenants and stakeholders and reflects their role being beyond simply bricks and mortar, focusing on supporting the needs and aspirations of tenants. 

  • Harnessing Creativity and Innovation

    EFQM
    14 December 2015

    WDH

    2015 EFQM Excellence Award Winner

    WDH demonstrated an innate ability to gather customer insights and combine them with suppliers’ technical capabilities in order to maximise innovation and deliver cost effective solutions which improve tenants’ living standards and increase social value. 

  • Creating a Sustainable Future

    EFQM
    14 December 2015

    WDH

    2015 EFQM Excellence Award Winner

    WDH demonstrated a constant focus on making real change through social outcomes and creating a sustainable future for itself and the Wakefield district. Business results and society results are one and the same for WDH, and are consistently achieved. 

  • WDH - Results

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    Customer Results, People Results, Society Results and Business Results directly from WDH's Management Document...

  • WDH - Processes, Products & Services

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    We have various processes, products and services reflecting the complex nature of our business. These are designed and delivered for our main customers, our tenants who rent our properties. We work with many partners and stakeholders to offer a wider range to meet the needs and aspirations of the wider community. Tenants are involved in every aspect of our operation, ranging from a place on the Board, working groups, tenant inspections, feedback from surveys, challenge events and consultation events. Discover the Processes, Products & Services Enabler Map of WDH's Management Document.

  • WDH - Partnerships & Resources

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    Partner and stakeholder joint working is ensured through direct relationships at all levels and all employees are encouraged to act as community and business champions. Our biennial stakeholder survey obtains feedback on how they perceive us and where we can improve. Our partners are contractual and non-contractual. In many cases our contractual partnerships have value added stipulations, for example our home improvement partners. ​Discover the Partnerships & Resources Enabler Map of WDH's Management Document.

  • WDH - People

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    Our most valuable assets are our people. We ensure they are always up to date with the latest skills and training for their roles and invest in better technology for them to use. This has helped to deliver an improvement in employee satisfaction from 61% in 2005/2006 to 84% in 2013/2014. We have an open culture where everyone is given the opportunity to voice opinions and put forward innovative ideas. ​Discover the People Enabler Map of WDH's Management Document.

  • WDH - Strategy

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    WDH systematically engage with all key stakeholders through a range of mechanisms, including regular surveys, stakeholder events, their Employee Council, Local Services Board (LSB), ‘Kevin’s Blog’ (CX update) and through less structured channels such as social media, summer roadshows, employee days, and regular networking with key partners. Their VFM Strategy considers VFM performance from four perspectives including the ‘community perspective’ recognising the impact they have on society and they use the information they gather to inform their strategic planning process. Discover the Strategy Enabler Map of WDH's Management Document.

  • WDH - Leadership

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    Social housing is a very political sector of the UK economy. A number of significant changes to direct housing provision and indirect changes through the benefits system have and are coming into force. Our tenants and stakeholders are made aware of challenges we face through regular contact and we work with them on joint solutions for the benefit of our communities. Discover the Leadership Enabler Map of WDH's Management Document.

  • WDH - Key Information

    EFQM
    17 November 2015

    WDH - United Kingdom

    2015 EFQM Excellence Award Winner

    WDH is the 5th single largest Large Scale Voluntary Transfer organisation and in the top 20 social housing landlords overall in the UK. They manage and repair more than 43,000 properties including homes for rent, leasehold and shared ownership properties, increasing service coverage to over 15,500 sq km of northern England.  They have come a long way as a business in adopting the EFQM Model as our corporate improvement tool.   Read here the Key Information section of their submission document to the 2015 EFQM Excellence Award.

  • GHA's outstanding leadership

    EFQM
    7 January 2014

    Glasgow Housing Association (GHA) - United Kingdom

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

    The leadership of GHA is outstanding. With a visionary and inspirational Chief Executive it would be too easy to think that this is vested only in him. However, it was fully demonstrated at assessment that similar leadership skills are comprehensively embedded in the wider leadership team.

  • 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.

  • Glasgow Housing Association, UK - EFQM Prize Winner 2013

    EFQM
    23 October 2013

    EFQM Prize Winner in Leading with Vision, Inspiration and Integrity

    Leaders have created a culture of genuine empowerment. Of particular note are the extent to which leaders engage with stakeholders and partners, and also the extent to which they have secured the loyalty, commitment and trust of their employees.

  • "Think Yes"

    EFQM
    25 September 2013

    Glasgow Housing Association

    Glasgow Housing Association (GHA) is a Registered Social Landlord, a not-for-profit organisation, a limited liability company, and a registered charity. They provide services to almost 67,000 people across Glasgow, owning and managing 41,000 rented properties. Our leaders have set a clear direction through our vision of “Better homes, Better lives, a Better Glasgow.” Our customers matter to us - we want them to be happy with the services we provide. To build this trust and confidence with our people, we have created our “Think Yes” culture. “Think Yes” is reflected in everything we do from our leadership and management approach through to the ways in which we manage our policies and processes.

  • People. The formula for success

    EFQM
    15 July 2011

    Club Excelencia en gestion via innovation - Spain

    The Club Excelencia en Gestión, is a private, not-for-profit organisation providing services for its members. CEG has almost 300 member organizations on a national scale, drawn from both the private and public sector and from all fields of economic and social activity. The CEG found out that one of its strength was the high commitment of people and low staff turnover: the average time of employees working for the CEG is 10 years.