2. European Foundation for Quality Management
EFQM, a not-for-profit membership foundation, is the creator of the EFQM Excellence Model, manages the European Quality Awards, and is a resource to European organisations on business and continuous improvement disciplines, tools and techniques.
EFQM is a not-for-profit membership foundation. We are the creator of the EFQM Excellence Model which is used by over 20,000 organisations world-wide. We manage the European Quality Awards, the highest distinction given to European organisations that strive for business excellence. And, through our products and services, we are a resource to European organisations on business improvement.

3. Agenda
EFQM Overview
EFQM Today
Public Sector activities
EFQM Local Government Prize

4. Presenting EFQM EFQM Explained The Benefits Our Activities
14 Organisations
Vision and Mission
Current Members
The Benefits
Use of the EFQM Excellence Model
Implementing Organisational Excellence
Our Activities
Management Practice Studies
Model Related Recognition
Networking and Member Services
To present EFQM, we will do this in 3 sections. First, we will explain the background of EFQM and our mission and vision of our organisation. Secondly, we will describe the benefits of using the Excellence Model by demonstrating the results of organisations who have followed this framework. Third, we will describe the activities that make up EFQM.

5. Origins of EFQM
To stimulate and, where necessary, to assist management in adopting and applying the principles of organisational excellence
To improve the competitiveness of European Industry and to close the gap of competitiveness between Europe and US/Japan
Supported by the European Commission in The European Quality Promotion Policy
In 1989, 14 Presidents of leading European Organisations came together to improve the competitiveness of European Industry. The result was the European Foundation of Quality Management. Our objective was to assist businesses in adopting and applying the principles of organisational excellence.
"the battle for quality is one of the prerequisites
for the success of your companies and for our competitive success" Jacques Delors, EC President
EFQM Explained

6. The Very Beginning
Founded in 1989 by 14 leading European organisations :
 BT plc  KLM - Royal Dutch Airlines
 Robert Bosch GmbH  Nestlé AG
 Bull SA  Philips Electronics NV
 Ciba-Geigy AG  Ing. C. Olivetti & C.S.p.A.
 Dassault Aviation  Renault
 AB Electrolux  Gebr. Sulzer AG
 Fiat Auto Spa  Volkswagen AG
These are the 14 organisations that founded EFQM.
EFQM Explained

7. Key Milestones EFQM Excellence Model launched
Creation of Benchmarking Services
Creation of SME Award with EC support
Launch of Excellence One and Levels of Excellence
present
1989
1991
1992
1995
1996
1999
2001
Fundamental revision of Model
First EQA in Madrid presented by King of Spain
Creation of Public Sector Award with EC support
To mention a few key milestones in EFQM’s history:
1. The Excellence Model was launched in 1991.
2. The first European Quality Award was presented by the King of Spain in 1992.
3. Benchmarking Services began in 1995.
4. A network of 19 partner organisations was created in 1999.
Creation of Network of National Partners
EFQM Explained

8. Vision and Mission
Vision: A world in which organisations in Europe excel
Mission: To be the driving force for sustainable excellence in organisations in Europe
Objectives: A place to share, investigate and validate management practices that make a difference A variety of routes to business improvement and development Recognition of progress in organisational excellence through the EFQM Levels of Excellence
Our vision is a world in which organisations in Europe excel.
Our mission is to be the driving force for sustainable excellence in organisations in Europe.
EFQM Explained

9. Membership Growth 14 members in our first year Over 750 members today!
Rate of 70 new members each year
Introduction of National Partners
Across all Sectors
private, public, non-for-profit
all sizes, all industries
Across the Globe
All European countries
Now extended to non-European organisations
When EFQM began, our membership grew by over 70 new members each year. When our National Partner network began in 1999, this gave the opportunity for members to choose to be part of a national membership as well.
EFQM Explained

10. EFQM Members by Country1
Cyprus: 2
Malta:1
South Africa: 1
The Netherlands Antilles: 1
United Arab Emirates: 3
Iran : 1 7 17
750 Members in 2003 40 14 11 6 35 2 11 9 87 7 4
182 8 4 1 51 67 10 8
Our members are spread across all countries in Europe. 2 28 11 1 1 56 26 4 6 1 16 3
EFQM Explained

11. National Partner Organisations
Network of 25 NPOs
Austrian Association for Quality
Bbest
Center for Ledelse
Center for Excellence Finland
Mouvement Français pour la Qualité
DGQ Deutsche Gesellschaft für Qualität
Hellenic Management Association
Associazione Italiana per la Qualità
Excellence Norway
Associaçao Portuguesa para a Qualidade
Club Géstion de Calidad
Swedish Institute for Quality
Swiss Association for Promotion of Quality
Turkish Society for Quality
British Quality Foundation
Centre for Competitiveness
Quality Scotland Foundation
Wales Quality Centre
Excellence Ireland
We have National Partners in various countries across Europe. These are quality organisations that are partnered with EFQM to deliver our products and services as well as their own services to their national membership. Many organisations choose to become members of both EFQM and their local quality organisation -- especially those businesses who have the need for local and global networking opportunities.
Czech Society for Quality (New!)
Hungarian Quality Development Centre (New!)
Polish Centre for Testing and Certification (New!)
Metrology Institute of the Republic of Slovenia (New!)
Ukrainian Association for Quality (New!)
EFQM Explained

12. Who is using the Model? More than 20,000 organisations across Europe
60% of Europe’s largest 25 companies
9 of the 15 European companies in the FT’s 50 World’s Most Respected Companies in 2002
More than 10,000 SMEs
20 out of the 50 Eurostock companies
One question that business ask is, “Who is using the Excellence Model?”
To estimate, over 20,000 organisations across Europe are using the model.
These are 60% of Europe’s largest 25 companies and 20 out of the 50 Eurostock companies.
 The EFQM Excellence Model is a registered trademark of EFQM
The Benefits

13. Who is using the Model?
More than 18 different Excellence-related Awards throughout Europe
European Quality Award
Austrian Quality Award
Belgian Quality Award
Danish Quality Award
Irish Business Excellence Awards
Finnish Quality Award
French Quality Award
Ludwig Erhard Award
Italian Quality Award
INK Prize (based on Model)
Northern Ireland Quality Award
Norwegian Quality Award
Excellence Award, Portugal
Scottish Award for Business Excellence
Swedish Quality Award
Esprix Swiss Quality Award for Business Excellence
UK Business Excellence Award
National Quality Award Turkey
Wales Quality Award
More than 18 different Excellence-related Awards use the Excellence Model to identify the top businesses in Europe.
 The EFQM Excellence Model is a registered trademark of EFQM
The Benefits

14. Importance of Excellence
EFQM-derived Common Assessment Framework has been adopted by Public Sector
Fundamental Concepts
The principles of the Excellence Model are based on 8 Fundamental Concepts. These are Customer Focus, Leadership, Management by Processes, People Development, Continuous Learning, Partnership Development, Public Responsibility, and Results Orientation.
The Benefits

15. The Impact of Excellence
Does Quality impact the Bottom-Line?
Study shows that stock prices of award winners increased by an average of 114% over a five-year period
Winners improved sales by 69%, total assets by 79%
Award winners outperformed benchmarks on operating income by 56%
A common question is, “Does quality improve our business? Does it impact the bottom-line?”
There are many studies that demonstrate the results of applying quality and organisational excellence techniques. This study, completed by Vinod Singhal, shows that stock prices of award winners increased by an average of 114% over a five-year period.
Source: Vinod Singhal, “TQM Boosts the bottom line”, April 2002
The Benefits

16. Triangle of Activities
Three interrelated activities shaping an integrated, organisational framework underpinned by the EFQM Excellence Model
Management Practice Studies
Model-related Recognition Activities
Networking opportunities & Member Services
If we look at the products and services at EFQM, all of our activities surround the philosophy of the EFQM Excellence Model.
Our Activities

17. Model Related Recognition
The EFQM Excellence Model
One set of activities is Model Related Recognition, another is Management Practice Studies, and the third is Networking & Member Services.
Management
Practice Studies
Networking &
Member Services
Our Activities

18. Management Practice Studies
Access to a live repository of Management Practices gathered through Benchmarking and Networking
Management Practices
Excellence One
Good Practices and Benchmarking
The EFQM Excellence Model
Our Management Practices activities enable members to access information and benchmarking results in order to improve their business.
Our Activities

19. Management Practices Electronic Good Practice Studies provide:
A comprehensive, interactive, online learning platform for Performance Excellence
Cutting-Edge Quality Management News on the latest ideas and validated practices
Insights from the best organisations
Over 600 pages on key management practices
Discussion Forums and Virtual Communities of Practice to connect peers and specialists
Benchmarking Good Practice Database
Actual Reports from EQA Winners and Finalists
Select by country, sector, company
The first method is electronically. This provides opportunities to gather information from your office. One resource is Excellence One which is a learning platform for performance excellence. New articles are added each week that highlight the latest ideas from organisations across the world. Discussion Forums enable business managers to talk with each other on the best ways of implementing management practices.
Another resource is the Good Practice Database which is an on-line system to give you access to the EQA applications of the best organisations.
Our Activities

20. Management Practices Physical Good Practice Studies provide:
An independent provider of Benchmarking Services at a Pan-European level
Ability to help others with the transfer and adoption of Management Practices
Common Interest Days
Benchmarking Groups
Benchmarking Study Projects
How-to Workshops
Fast Track Benchmarking
Research Consortia
Our Benchmarking services include Common Interest Days, Benchmarking Groups, and How-to Workshops, which provide activities to meet with your peers face-to-face and learn from each other.
Our Activities

21. Model Related Recognition
Promoting European-wide learning about the value of Organisational Excellence
Levels of Excellence
European Assessor Training Courses
Refreshing the Model
Self-Assessment Training
The EFQM Excellence Model
Through Model Related Recognition activities, we provide methods for organisations to measure their success and to recognise their successes.
Our Activities

22. Deploying the Model
EFQM multi-level recognition programme featuring the European Quality Award as the pinnacle
Harmonisation of national and regional awards
Sector-specific guidelines and Awards
Model-related training programmes
Research on the concept of Organisational Excellence
Model-related materials including licensed training materials
Printed Publications in major European Languages
Electronic - Intellectual Property Agreement for Intranet use for our member organisation deployment
EFQM has a multi-level recognition programme which features the European Quality Award as the pinnacle.
Our Activities

23. Levels of Excellence EQA Recognised for Excellence Committed to•
Based on the full EFQM model •
Max of 75 page submission in English •
Team of International Assessors •
Consensus and Site Visit •
Enhanced Feedback
EQA •
Recognition at around 550+ points •
Based on the full EFQM Model •
51 page structured submission in the
local language
Recognised
for
Excellence •
3 - 5 Assessors •
Consensus and Site Visit •
Feedback Report at criteria level •
Recognition at 400+ points
The Levels of Excellence programme provides a staged approach to recognition. Organisations often start by striving for Committed to Excellence and then Recognised for Excellence. •
Based on the 9 criteria of the Model •
12 page Action Plan in the local language
Committed to
Excellence •
Two stage process, assessment and
site visit •
Supported by one Validator •
Recognition based on implementation
of an Action Plan
Our Activities

24. Networking & Member Services
Enhancing networking and sharing opportunities on route to business improvement and development
EFQM Events
Communities of Practice
The EFQM Excellence Model
EFQM provides networking and sharing opportunities to our members and customers.
Our Activities

25. Member Services Free individual access to Excellence One
10 subscriptions for A Member
5 subscriptions for B Member
2 subscriptions for C Member
1 subscription for D & Associate Member
Use and disseminate freely the EFQM Excellence Model inside your organisation
Free access to the EFQM Benchmarking Good Practice Database
Validated Self-Assessment Methods
EQA Assessor (professional development)
Your EFQM Membership includes:
Free access to Excellence One depending on the size of your organisation
The ability to freely use and disseminate the EFQM Excellence Model
Free access to the EFQM Benchmarking Good Practice Database
The ability to become an EQA Award Assessor
Our Activities

26. Member Services CEO Round Tables EFQM Forum Learning Edge Conference
Training Licences
Model-related educational programmes
National Member Groups
Targeted Newsletters
Member-driven EFQM magazine
Preferential rates for publications, training courses
As well as:
The chance to participate in CEO Roundtables
Events such as the EFQM Forum and Learning Edge Conference
Monthly Newsletters
Preferential rates for publications and training courses
Our Activities

27. Networking Communities of Practice Virtual Communities of Practice
Drive Communities of Practice to monitor and develop good practices on a topic, in a sector, or for a function
Virtual Communities of Practice
Join our VCoPs which enable you to discuss with your peers and collaborate on documents together on-line
EFQM Events
All EFQM Events, such as the Forum, Learning Edge, Benchmarking activities, and Training, provide opportunities to meet peers & experts
Other networking opportunities include:
Communities of Practice, where members can develop and work together on good practices on a topic.
Virtual Communities of Practice, which enable participants to work together on-line.
Our Activities

28. Communication EFQM News EFQM Website
Monthly newsletter sent by PDF to all Members
Can be placed on your Intranet
Making Best Use of Membership
Monthly Topic
Networking
EFQM Internal News
Calendar of Events
EFQM Website
Member Section
Benchmarking Reports
Representative Directory
Membership Events

29. General Inquiry about EFQM
Marketing & Member Relations
Melissa Rancourt – Head of Department
Vinciane Beauduin –
Françoise Thomas –
Geni Luengo –
Alexis Willems –
Patricia Bilteryst –
General request:
Tel:
Fax:

30. EFQM Today

31. Activities & News New and updated Publications
EFQM Excellence Model: Large Org, SME, Public Sector
Assessing for Excellence
Fundamental Concepts
Introducing Excellence
Case Studies: Future Bank and Spectrum
New Case Study: Mid-East Police
Assessment Training Courses
New Self-Assessment Course
New European Assessor Training
New pass/fail criteria for Assessed version
Roll-out to National Partner Organisations
European Quality Award
210 Award Assessors in 2003, 30% New
Raising the standards - Set of Criteria for an Assessor

32. Activities & News Good Practice Visit Programme
6 visits in 2004
Members-only, Low cost
Benchmarking Activities
Benchmarking Group
How-to Workshops
Benchmarking, Balanced Scorecard, Six Sigma
Scenario Planning
Risk Management
Good Practice Database
Recently updated to last EQA applications
Excellence One
Peer Assist: to connect you to benchmarking partners

33. Activities & News Research CEO Round Tables Above the Clouds
Future Studies Project
Deciding on the Future of Work
Feeding the next generation Model development
CEO Round Tables
Opportunity for Member CEOs to network and share practices

34. Press Press Related Events
Press Page on web site: EFQM in the News & Press Releases
ISO in collaboration with EFQM produced a special ISO magazine dedicated to EFQM/ISO
EFQM was part of a business segment on EuroNews in March 2003
Press programme for Helsinki Forum 2003 included visit to Finnish companies from journalists
Press programme for Berlin Forum 2004 currently being developed

35. Promotion Promotion opportunities for Members
Exhibition booths available for EFQM Members
EFQM Forum
EFQM News
Success Stories always welcome
Description of New Members
Listing of companies attaining Recognised for Excellence and Committee to Excellence
Excellence One -- always looking for content on organisations applying successful management practices

36. External Relationships
European Commission
Involved in project to assess and audit activity of Information and Communication at the EC
Part of EC Working group for tools for CSR
Worked with EC to have Common Interest Day on CSR
Corporate Social Responsibility
Working with Global Compact
Writing guidelines to manage CSR with Model
Development Programme with United Nations

37. Public Sector

38. Public Sector Steering Group
“Improving Public Sector Performance Group”
Consist of 4 sub-groups – Communities of Practice:
Education
Health
Government
Academic Board
Mission: to promote and support improvements by the use of Excellence Concepts in Public Sector Organisations

39. Communities of Practice
Education
Forum for people within the Education community
Main focus are networking and partnership development, benchmarking, research and evaluation
Health Sector
Forum for Health care services organisations
Hospitals, public health systems, general practitioners, specialists, laboratory technicians, dentistry, pharmacy, mental health care, home care, private care services, doctors, nurses, midwives, therapists and academics

40. Communities of Practice
Local and Central Government
Provide a pan European networking forum
While facing some very country specific issues, there is also a number of common topics, problems and practices to share
Academic Board
Group of universities who run the European Masters Programme in TQM
Annual Summer School

41. Contact Person Public Sector Public Sector Advisory Team
Mr Jack Hudson
Mrs Carolina Sanchez

42. EFQM Local Government Prize
Sponsored by
CISCO, HP and CGE&Y

43. LGP - Objectives To
Extend the knowledge & involvement of Local Government in continuous Business Improvement  
Support E.U. initiatives relating to eGovernment 
Accelerate the adoption of eGovernment with Local Authority & Regions 
Here are the common objectives for all partners in the process. The common theme is that all want to understand the issues faced by local governments in improving the services they deliver to the public and, of course, finding ways to overcome those issues.
The EFQM can do this through self-assessment of overall strengths and areas for improvement, the sponsors through assessment of the organisations e government position. These assessments will be part of structured recognition process described in the following slides.

44. LGP – Overall Process 2 Levels of Recognition
Based on EFQM Levels of Excellence scheme and E-Readiness tools
Culminates in annual European Prize/Prizes
In general the scheme will have two levels of potential recognition.
These are based on the EFQM Levels of Excellence scheme and E-Readiness - a tool developed by CISCO with input from HP and CGE&Y. The EFQM Levels of Excellence elements will be delivered at a National level by the EFQM National Partners or the EFQM directly where no partners exist. The E-Readiness element will be delivered by CISCO and the other sponsors as appropriate.
The final objective is to award a prize (or a number of prizes) at each level of recognition at a European levels.
So how does this work?

45. LGP – Process Level 1
Apply to NPO/invited to apply for Committed to Excellence (C2E)
Undertake E-Readiness
Successful at both - receive national recognition
Possible referral for European Prize at level 1
The Local Government organisation will apply or be invited to apply to take part in the scheme mainly through the EFQM’s National Partners. Where no National Partner exists the EFQM will operate in that position.
At the time of application they will have decided that they wish to apply for Level 1 or Level 2 recognition. Those applying for Level 1 will
Undertake Committed to Excellence - The next slide has a high level description of this. If they are successful they will receive the usual recognition
Have an assessment against the E-Readiness tool - which is based on the CISCO net Readiness tool with additional input from HP and CGE&. If they are successful they will receive a certificate
If they are successful for both - they will receive a certificate and prize at the National Level. The NPO’s will select their best applicants to go forward to the European Prize at Level 1. Members of the sponsor organisations will form a Jury to determine European Prize Winners.

46. LGP – Process Level 2
Apply to NPO/invited to apply for Recognised for Excellence (R4E)
Undertake E-Readiness
Successful at both - receive national recognition
Possible referral for European Prize at Level 2
The Local Government organisation will apply or be invited to apply to take part in the scheme mainly through the EFQM’s National Partners. Where no National Partner exists the EFQM will operate in that position.
At the time of application they will have decided that they wish to apply for Level 1 or Level 2 recognition. Those applying for Level 2 will
Undertake Recognised for Excellence - The next slide has a high level description of this. If they are successful they will receive the usual recognition
Have an assessment against the E-Readiness tool - which is based on the CISCO net Readiness tool with additional input from HP and CGE&. If they are successful they will receive a certificate
If they are successful for both - they will receive a certificate and prize at the National Level. The NPO’s will select their best applicants to go forward to the European Prize at Level 2. Members of the sponsor organisations will form a Jury to determine European Prize Winners.

47. LGP – European Prize
NPOs and EFQM nominate best applicants from National Levels
Citation forwarded to Jury
Jury = EFQM, Sponsors and EC representative
Jury select prize winner/winners at each level
Presented during annual EFQM Forum
As noted before NPOs and EFQM will select the best applicants at each level to enter the process for the European Prize.
Although the process is still to be fully defined this is likely to take the form of a citation in English (National processes will likely have been conducted in the national language).
A jury consisting of representation of EFQM, CISCO, HP, CGE&Y and possibly someone from the EC will look at all those nominated, and select either one or more recipients for each level to be the EFQM Local Government Prize Winners - European Level.
These prizes (certificates, trophies etc) will be presented during the annual EFQM Forum. In 2004 this is held in Berlin November.

48. LGP – Applicants Benefits
Structured methods for identifying strengths and areas for improvement and implementing improvements
Financial assistance through sponsorship to implement processes and gain recognition
Processes fit with requirements from ALL governments to identify improvements and improve services and performance
So what are the benefits apart from the tangible recognition to entering this scheme?
First applicants will be given tools and described process that will help them in a structured way to identify improvements or improvement activity both in terms of the organisation overall and in particular to the e aspects of the organisation.
Secondly, the sponsorship provided by CICO, HP and CGE&Y will give financial assistance to organisation to enter these processes.
Finally, the processes adopted by the organisations entering the EFQM Local Government Prize scheme will not be just something extra required by organisations. They fit well with the requirements and pressures from all governments, and citizens, to identify improvements and as a result of this improve services and performance.

49. Contact Person EFQM Local Government Prize: Project Advisor
Mr René-Charles Tisseyre
Mrs Margot Van Zon

51. European Foundation for Quality Management
EFQM, a not-for-profit membership foundation, is the creator of the EFQM Excellence Model, manages the European Quality Awards, and is a resource to European organisations on business and continuous improvement disciplines, tools and techniques.