4. Exercise
• What makes an excellent organisation?
Task In pairs, consider the above question and
capture words/phrases to describe your
thoughts
Output Minimum 5 per team
Time 5 minutes
6. People…criterion parts
3a. How people resources are planned, managed & improved
3b. How people’s knowledge & competencies are identified, developed &
sustained
3c. How people are involved & empowered
3d. How people communicate effectively throughout the organisation
3e. How people are rewarded, recognised & cared for
7. Criterion part 3d
…this may include
• Identifying communication needs
• Developing communications policies, strategies & plans based
on needs
• Developing & using top down, bottom up & horizontal channels
• Sharing best practice & knowledge
HOW?
8. Balanced set of measures
• Customer Results
– Perception Measures
– Performance Indicators
• People Results
– Perception Measures
– Performance Indicators
• Society Results
– Perception Measures
– Performance Indicators
• Business Results
– Business Outcomes
– Business Performance Indicators
9. Exercise
• What results should an “excellent” organisation
measure ?
Task In groups, discuss for the “result” area
given, what you do (or could) measure.
Also consider what factors you take into
account when measuring the actual results
Output Scribe example measures on a flipchart
Time 5 mins
10. Results
Establishes a set of robust
and resilient measures
Shows what the organisation
achieves
in relation to planned performance
Realistic targets are established
Benchmarks are used to drive
improvement
Leaders use information
to improve organisation
performance
11. Model uses
• For judging “Excellence Awards”
• Organisational continuous improvement tool –
internal use
• Organisational continuous improvement tool –
external validation
• As a standard- Investors in Excellence
12. EFQM - Does it work ?
5 year European study revealed companies using
Excellence Model out performed their industry
median by:
79% profit per employee
76% greater return on assets
76% higher profit margin