We thought it might be helpful to show some of the ways in which we have helped people to use the EFQM Excellence Model. Many involve some form of assessment, but the approach is tailored to help achieve the relevant objectives.
In general we do not divulge the names of our clients, so many cases are only identified by a broad description of the type of customer, although sometimes they have given us specific permission to use their names. Go to each one via the relevant link.
The case studies are grouped in the broad headings of our services, but there can be different underlying reasons for the support we give.
A. Training & Education
- Developing a 'pool' of assessors to facilitate self assessments for Executive Agencies of the Tanzanian Government; they will subsequently use self assessment to identify where improvements are needed - part of their own 'modernising government' programme
- Assessor training in financial services organisation in the United Arab Emirates. Client wanted to extend knowledge of the Excellence Model beyond the Board and Quality Department, and to prepare for more people to be able to take part in self-assessments.
B. Self-assessment support
- Helping to identify and spread good practices in Mowlem plc's Building Division
- Achieving greater team understanding of the business as well as agreeing key areas for improvement for Inner City Employment Ltd (ICEL), a small business in South London in the construction sector
- Using self assessment as part of a Business Link's partner/licensing arrangements with Small Business Services, whilst also identifying areas for improvement for their planning round
- Tailored first self-assessment to use as base for assessing improvement in a major change programme: our evidence based consensus workshop, combined with a D&D site visit for this medium-sized financial services organisation.
- Tailored self-assessment for L&Q Housing Association to identify group-wide issues: used our own Excellence questionnaire and a short D&D site visit as inputs to a consensus workshop.
- Self-assessment workshop for 250 people by the Royal London Society for the Blind. Not one of our own suggestions, but a case that worked out well in practice to involve most of the charity's people in identifying Strengths and Areas for Improvement.
C. Award submission support
- 'Friendly' assessment of a draft document for the European Quality Award to help improve award submission quality and effectiveness
- Coaching a large business unit of a global organisation in the development of a 75 page Award style document
- Supporting business units applying for the internal quality Award (covered in Case Study E5) by education workshops and email/phone coaching
D. Site visits
- Establishing the key strengths and areas for improvement, and getting a good understanding of the existing culture, to set the foundation for further growth in a small unit of a large organisation; a D&D 'third party-style site visit' used to accomplish this
- Testing project design and implementation effectiveness of large reorganisation programme in a major financial services organisation
- Identifying common themes and alignment of activities to overall organisational strategies by validating the self-assessments for a global financial services organisation
- Help in selection of strategic business partners using assessments against the Model
- Product development work for the European Foundation for Quality Management and for the UK's Small Business Service
- An international organisation uses the EFQM Excellence Model as the basis for its internal quality award