Case Study

Customer

Major financial services organisation in the United Arab Emirates

Build a small pool of people trained to assessor level so that
- understanding of Excellence would be broadened in the organisation
- there would be more people able to help the organisational self-assessments

"Helped me in critical analysis"
"Friendly atmosphere and lecturer"
"Very useful and hope to add value to our organisation"

Deliver a one day introduction session, encompassing familiarisation with the EFQM Excellence Model (which is the same as the frameworks used in UAE, eg, for Dubai Quality Award and Sheikh Khalifa Excellence Award); initial practice at assessing the case study; and preparation for the 'homework'
Participants then undertook their individual homework assessments of the case study over the next month
We then gathered together again for one day to go through a series of syndicate sessions so that participants could learn more about the consensus process, and increase their knowledge of the Model, scoring, feedback, and key themes.

The organisation had another small group of senior people trained in asessing, who would be able to help in future self-assessments
Participants demonstrated a great knowledge of the various business issues in the case study, and were now able to look at them in a holistic sense in the common language of the Excellence Model
There were different characters on the workshop, but even those who may have seemed perhaps a little quieter had some great insights when they were encouraged to put their ideas forward
Derek, who did the training for us, said they had made great progress and he would be happy to have any of the participants working with him on an assessment team.

Although the participants did really well, some had a feeling that they would have gained even more benefit if the second workshop had been two days instead of one. With the wonderful benefit of hindsight this is probably right. Although their English was excellent, it was still their second language and some more time might have made it easier to discuss some of the Excellence issues which are always there. Also it would have allowed for more discussion of their roles in future self-assessments. (Our client is of course aware of the participants' views.)

Review and refinement of the workshop contents to ensure they would deliver the client's aims
Delivery of the two workshops
Create the friendly and co-operative working environment