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1Eellene Moel - EFQM 2010
ContentsiNTrOducTiON 02
ThE FuNdAMENTAL cONcEpTS OF ExcELLENcE 04Achieving Balanced
Results 04Adding Value for Customers 05Leading with Vision,
Inspiration & Integrity 05Managing by Processes 06Succeeding
through People 06Nurturing Creativity & Innovation 07Building
Partnerships 07Taking Responsibility for a Sustainable Future
08
ThE EFQM ExcELLENcE MOdEL 091. Leadership 102. Strategy 123.
People 134. Partnerships & Resources 145. Processes, Products
and Services 166. Customer Results 177. People Results 188. Society
Results 199. Key Results 20
iNTEgrATiNg ThE MOdEL ANd ThE FuNdAMENTAL cONcEpTS 21
rAdAr 22
ScOriNg FOr ThE EFQM ExcELLENcE AwArd 26
ScOriNg SuMMArY ShEET 27
gLOSSArY OF TErMS 28
FurThEr rEAdiNg 31
AckNOwLEdgEMENTS 32
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2 Eellene Moel - EFQM 2010
IntroductIon
The need for a Modelrealess o seto, sze, stte o matty,oansatons
nee to establs an aoatemanaement ameo to be sessl. Te EFQMEellene
Moel s a atal, non-estveameo tat enables oansatons to:
Assess ee tey ae on te at to eellene;eln tem to nestan te ey
stents anotental as n elaton to te state Vson anMsson.
pove a ommon voablay an ay o tnnabot te oansaton tat altates te
eetveommnaton o eas, bot tn an otse teoansaton.inteate estn an
lanne ntatves, emovnlaton an entyn as.pove a bas stte o te
oansatonsmanaement system.
wlst tee ae nmeos manaement tools antenqes ommonly se, te EFQM
EelleneMoel oves an olst ve o te oansaton ant an be se to etemne o
tese eent metos
ft toete an omlement ea ote. Te Moelan teeoe be se n onjnton t
any nmbe
o tese tools, base on te nees an nton o teoansaton, as an ovean
ameo oevelon sstanable eellene.
Excellent Organisations achieve and sustainsuperior levels of
performance that meetor exceed the expectations of all
theirstakeholders.
All oansatons stve to be sessl, some al, someaeve eos o sess bt
ltmately ae omve, an a e aeve sstanable sess, anneseve eset an
amaton.
Te EFQM as ome to eonse an omotesstanable sess an to ove ane to
toseseen to aeve t.
Ts s ealse to a set o tee nteateomonents:
Te Fnamental conets o Eellene: Tenelyn nles ae te essental
onaton o aevn sstanable eellene oany oansaton.
Achieving Balanced Results
Adding Valuefor Customers
Leading with Vision,Inspiration & Integrity
Managing by Processes
Succeeding through People
Nurturing Creativity &Innovation
Building Partnerships
Taking Responsibility for aSustainable Future
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9Eellene Moel - EFQM 2010
Te EFQM Eellene Moel eesente n teaam above s a non-estve ameo
baseon nne tea. Fve o tese ae Enables an o aereslts. Te Enable tea
ove at an oansatonoes an o t oes t. Te reslts tea ove atan oansaton
aeves. reslts ae ase byEnables an Enables ae move sn eebaom
reslts.
Te aos emasse te ynam nate o te Moel,son leann, eatvty an
nnovaton eln tomove te Enables tat n tn lea to move
reslts.
Ea o te nne tea as a efnton, elanste level meann o tat teon.
To evelo te level meann te ea teons sote by a nmbe o teon ats.
cteonats ae statements tat esbe n te etal at,tyally, an be seen n
eellent oansatons ansol be onsee n te ose o an assessment.
Fnally, belo ea teon at ae ane onts.Many o tese ane onts ae etly
lne to teFnamental conets mentone eale. use o teseane onts s not
manatoy no ae te lstseastve bt tey ae ntene to te eemly temeann o
te teon at.
the eFQmexcellence model
Leadership People
Strategy
Partnerships &Resources
Processes,Products &Services
People Results
Enablers Results
Learning, Creativity and Innovation
Customer Results
Society Results
Key Results
