1. © 2002 Systex Services1 BUSINESS EXCELLENCE - using the European Foundation for Quality Management (EFQM) self- assessment process

2. © 2002 Systex Services2 Background? 1940’s & 50’s –heavily inspection oriented –first quality system standards –Demming - SPC & Quality Award 1960’s & 70’s –SPC tried, but rarely maintained –National Quality Standards developed –Quality Circles copied in West –Dr Juran - ‘Improvement Process’ –‘Total Quality Management’ heralded FROM INSPECTION TO ‘BUSINESS EXCELLENCE’ 1980’s –Ford Q101 promotes SPC –ISO 9000 international standards –Baldridge Quality Award in USA –National Quality Awards launched 1990’s –SPC easier with software –European Quality Award launched –MBNQA & EFQM criteria offered for self assessment development: ‘best practices’ criteria comparative process for all

3. © 2002 Systex Services3 ALL BUSINESS AREAS -- RESULTS ORIENTED What is Business Excellence? A self assessment process for selecting the right strategies to achieve optimum business performance with the minimum of energy and cost Uses the nine EFQM Business Excellence Model criteria and 1000 point allocation: Leadership (100) Leadership (100) Policy and strategy (80) Quality system and processes (140) Quality system and processes (140) People management (90) Resources (90) Resources (90) Impact on society (60) Customer satisfaction (200) People satisfaction (90) Business results (150) Business results (150) EnablersResults

4. © 2002 Systex Services4 Who Needs Business Excellence? Progressive companies desiring to: –define strategies beyond ISO 9000 –identify strengths / opportunities –focus priorities –involve all areas of the business –establish common vision / goal for ‘best practices’ –drive continuous improvement –improve business results PROCESS FOR IMPROVING RESULTS

5. © 2002 Systex Services5 Business Excellence Process Conduct Self Assessment Review analysis of results Review analysis of results Select areas for improvement Select areas for improvement Identify specific actions Identify specific actions Monitor progress of actions Monitor progress of actions Repeat process annually Review effect on results Review effect on results

6. © 2002 Systex Services6 Assessment Approach A total of 50 questions to draw out the criteria Facilitator explains questions and the applicable criteria Assessors individually decide for each question: –business ‘strengths’ –business ‘opportunities for improvement’ –score Assessors each read out ‘strengths’ & ‘opportunities’ –but not their score at this point Assessors show their scores simultaneously Team discuss differences and reach consensus

7. © 2002 Systex Services7 Assessment Criteria ‘Enablers’: –Leadership –Strategy & Planning –People Management –Resources –Processes ‘Results’: –Customer Satisfaction –People Satisfaction –Impact on Society –Business Results Nine sections

8. © 2002 Systex Services8 Scoring Criteria D - Not started C - Some progress B - Considerable progress A - Fully achieved

9. © 2002 Systex Services9 Self-assessment & Action Plan Agenda

10. © 2002 Systex Services10 2. Policy & Strategy Overview This section examines how the organisation incorporates its aims and quality values into its overall strategy and planning activity. It assess whether strategy and planning are based on reliable facts and data and whether the top level plan is matched by realistic and achievable plans at the operational level. It also assesses whether the potential for change depends on more than just the inspiration of the owner/CEO. Example

11. © 2002 Systex Services11 2. Policy & Strategy Question a)Are the strategic aims and values (perhaps in a Mission Statement) fully supported by your policies, plans, goals and allocation of resources? Examples: –quality policy –environmental policy –recruitment policy –training policy –development policy –business plan –marketing plan –manpower plan –plant & equipment plan –sales goals –production goals –utilisation goals DECIDE: ‘STRENGTHS’ ‘OPPORTUNITIES’ SCORE (A, B, C or D) Example

12. © 2002 Systex Services12 Scoring

13. © 2002 Systex Services13 Develop Action Plan Identify major opportunities Prioritise / agree key actions Identify responsibilities / teams Develop action plan / schedule Review progress routinely

14. © 2002 Systex Services14 How Long Will It Take? An ongoing process over many years Typical first time scores 250 ~ 350 (ISO 9000 level) World class levels >750 (Quality Award winners) At least 5 years to get from 300 to 750 at 20% annual improvement rate Focused action enables more dramatic early gains EARLY OPPORTUNITIES OFFER FAST RETURNS

15. © 2002 Systex Services15 What Are The Benefits? Clear strategy Common objectives Focused areas for improvement Measures of progress Knowledge and use of ‘best practices’ Proven formula for world class performance Culture of improvement beyond control Improved business results FOCUS -- BEST PRACTICES -- RESULTS