Case Study
Customer
European Foundation for Quality Management and UK's Small Business Services
Customer's main objective
The work for both clients (completely separate jobs) involved product development activity:
- We were asked on each occasion to develop new approaches to assessment with the EFQM Excellence Model - at different levels of complexity. In each case the client wanted a fully developed recommendation that they could use for their respective purposes
- Whichever complexity level they needed, clear alignment with the rigours of the Excellence Model was a key requirement and each client approached us because of our reputation of a deep understanding of the Model, and of having applied it practically in diverse cases
Approach
- Having clearly understood client requirements, we applied our theoretical and practical knowledge of Excellence to producing something that would meet those needs
- While we are not product development professionals as such, we applied basic project management techniques to the work, fixed our sights on the ultimate outcomes sought and frequently reviewed to ensure we were on track
- As a team we are able to match our styles to relevant phases, sometimes being more in creative (even 'wacky' sometimes!) mode, at other times being clearly driven as 'finishers' to make sure the task is completed
- We also worked closely with the clients, giving project updates at appropriate points to ensure satisfactory progress and to avoid major surprises for either side
Outcomes/benefits
- The EFQM deliverable was a significant contribution to what has become the European Levels of Excellence scheme.
- The SBS product was the new Excellence Module of the Benchmark Index
Summary of our role
- The key for both clients was the level of expertise we were able to bring from many years working with the Model to ensure that the products delivered were (i) appropriately founded in the concepts and theory of the Model, and (ii) developed so that practical application would be possible.
