EXCELLENCE IN PRACTICE

Leadership covers how all managers inspire and drive total quality as the organisation’s fundamental process for continuous improvement. It asks the organisation to show how its leaders are visibly demonstrating their commitment and thereby motivating people.

Policy & Strategy looks for evidence of how the organisation incorporates the concepts of total quality into its short and longer term planning. The best organisations’ plans are derived from timely information from all stakeholders and the measures of the performance of their processes. And they communicate those plans in such a way that all stakeholders know exactly how they contribute to success.

People Management examines how the organisation conducts people resource planning and how it helps individuals and teams develop their potential. Effective assessment and development programmes and communication channels are important ingredients to this.

Partnerships & Resources is about how all resources are continuously optimised. This includes the management of external partnerships, financial resources, equipment and materials, buildings and other assets, technology, and the creation of knowledge.

Processes is as much about the management of processes for improvement as it is about ensuring that processes are designed to meet customer’s needs and expectations. The best organisations have a very clear view of how all processes combine to create value for customers and other stakeholders.

People Results include what employees’ feelings are about all relevant aspects of their organisation, including pride and motivation, ownership and involvement, satisfaction with opportunities for development and benefits and care provided.

Customer Results measure the perception of external customers of the organisation's products and services – recognising what is important to customers. It looks at results received directly from customers through surveys and complaints, as well as the indirect indicators from which customer satisfaction can be inferred, such as loyalty, and speed and accuracy of servicing.

Society Results are the perceptions of society at large. This includes views on care for the environment and contribution to the quality of life in the community.

The Key Performance Results cover what the business is achieving in relation to its planned performance for both financial measures and other measures, such as key outcomes, the indicators of the performance of its key processes and management of its assets.

The Model can be explored by rolling over the individual elements below
giving an insight into their respective key areas of focus.


	The EFQM Excellence Model™ contains a series of prompts that provide an exhaustive and useful reminder of how role model organisations operate. These prompts look at how you organise yourself to be successful and the excellence of your results. It improves your understanding of where you are now, the potential you could fulfil and the steps to take to achieve sustainable success. The Model recognises there are many approaches to achieving sustainable success. It is therefore a non-prescriptive management framework. It is based on the premise that customer satisfaction, people (employee) satisfaction and impact on society are achieved through leadership driving policy & strategy, people management, resources and processes, leading ultimately to excellence in business results. The Model has nine criteria.The first five criteria are known as the Enablers and represent the activities that the organisation manages.The next four criteria are known as the Results and are the outcomes of the management activities.