Total Quality: Customer and People, Cost, Time, Place, Regulations, Suppliers and other Partners, Process.
TQ: Horizontal function, All employees and management levels, Supply chain and customer chain, Other partners, Learning and innovation, Change.
Why the EFQM Excellence Model? A tool for Self-Assessment /A way to Benchmark with other organisations /A guide to identify areas for Improvement /The basis for a common Vocabulary and a way of thinking/A Structure for the organisation's management system
1. Leadership: What is leadership? Who are the leaders? What do the leaders do? How do you put Leadership into practice? - Establish a Vision and Mission, Instil Values, Communication, Communication, Communication, Act as “agents of change”/ How do you review and improve Leadership?
2. Strategy: How do you know who your Stakeholders are and their expectations of your organisation? What information, from what sources, do you use to help inform your future direction? How do you develop, review and update your plans for the future? How do you deploy your plans for the future throughout the organisation? How are your plans for the future communicated and implemented?
3. People: Why People? Who are your people? What do People mean to your organisation? How do you manage, develop and involve People in your organisation? Plan, manage and improve your People resources. Develop your People’s knowledge and competencies. Involve and Empower your People. Communicate with your people. Reward, recognise and care for your People. How do you review and improve your People management?
4. Partnerships and Resources: What do we mean by Partnerships? How do I decide who could be a good Partner and supplier for me? What about my current Suppliers? Where do they fit? What are the benefits? - The management of Finances to secure sustained success, The management of Buildings, Equipment and Material in a sustainable way, The management of Technology to support the delivery strategy, The management of Information and Knowledge to support effective decision making
5. Processes, Products, Services: Process, Product and Services in Excellent organisations. What do we mean by Processes? How do I identify my Key Processes? - Building a Process Model of the Organisation, The Process Model and Process Mapping Tools, The Role of Measurement in Process thinking. How do you Manage and Review your Processes?
6. Customer Results: Why are Customer Results Important? Definition of a Customer and Customer Results, Lagging and Leading Indicators Explained, Beyond Customer Satisfaction. What are you Measuring and Reporting? Perception Measures, Performance Indicators, Range of Results (Scope and Segmentation), Setting Targets, Trends, Use of Benchmark Data
7. People Results: Why are People Results Important? How do you Measure and Report People Results? Choosing the right measures, Perception Measures, Performance Measures, The Path to Excellent Results. Communicating and Acting on your People Results?
8. Society Results Why are Society Results Important? Definition of Society, Producing Tangible Results, A Culture of Non-Measurement, Perception Measures, Performance Indicators, Achieving Excellent Society Results. How are you communicating the Results?
9. Key Results: Begin with the End in Mind / The Significance of Results, Definition of a Key Performance Result, Achieving “Excellent” Key Performance Results / Building a Culture of Measurement and Results: Data Collecting, Reporting and Communicating, Employee Involvement and Empowerment, Role of Leaders and Managers, Training for Measurement, Results and Improvement, The Improvement Process.