Escolar Documentos
Profissional Documentos
Cultura Documentos
2013
EFQM
2013
MODEL
Excellent Organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders
2013
EFQM
2013
MODEL
EFQM 2012
No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means (be this electronically, mechanically, through photocopy or recording, or otherwise) without either the prior written permission of, or a license permitting restricted copying and use for a third party, from the publisher.
2013
Contents
EFQM EXCELLENCE MODEL 2013 02 FUndAmentAl ConcePts of Excellence 04
Adding Value for Customers Creating a Sustainable Future Developing Organisational Capability Harnessing Creativity & Innovation Leading with Vision, Inspiration & Integrity Managing with Agility Succeeding through the Talent of People Sustaining Outstanding Results 04 05 05 06 06 07 07 08
THe CRITERIA 09 1. Leadership 10 2. Strategy 12 3. People 13 4. Partnerships & Resources 14 5. Processes, Products & Services 16 6. Customer Results 17 7. People Results 18 8. Society Results 19 9. Business Results 20 InteGrAtion of tHe FUndAmentAl ConcePts witHin tHe criteriA 21 RADAr 22 ScorinG for tHe EFQM Excellence MODEL
26
GlossArY 27 AcKnowledGements 30
2013
Excellent Organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders.
All organisations strive to be successful, some fail, some achieve periods of success but ultimately fade from view, and a few achieve sustainable success, gaining deserved respect and admiration. The EFQM Foundation was formed to recognise and promote sustainable success and to provide guidance to those seeking to achieve it. This is realised through a set of three integrated components which comprise the EFQM Excellence Model: The Fundamental Concepts of Excellence: The underlying principles which are the essential foundation of achieving sustainable excellence for any organisation. The EFQM Excellence Model: A framework to help organisations convert the Fundamental Concepts and RADAR logic into practice. RADAR logic: A dynamic assessment framework and powerful management tool that provides the backbone to support an organisation as it addresses the challenges it must overcome if it is to realise its aspiration to achieve sustainable excellence.
2013
Using these three integrated components has helped organisations of all sizes and from all sectors to compare themselves with the attributes, qualities and achievements of sustainable organisations. They can use them to develop a culture of excellence, bring consistency to their management style, access good practices, drive innovation and improve their results. Used appropriately, the EFQM Excellence Model, with the associated RADAR logic and Fundamental Concepts, ensures that all the management practices used by an organisation form a coherent system that is continually improved and delivers the intended strategy for the organisation. The 2013 version of the EFQM Model, RADAR logic and Fundamental Concepts builds on years of experience and takes into account the current and future challenges of an organisation. The Fundamental Concepts of Excellence outline the essential foundation for achieving sustainable excellence for any organisation. They can be used as the basis to describe the attributes of an excellent organisational culture. They also serve as a common language for senior management. The EFQM Excellence Model allows Managers / Leaders to understand the cause and effect relationships between what their organisation does and the results it achieves. With the support of the RADAR logic it is possible to make a robust assessment of the degree of excellence of any organisation. The RADAR logic provides a structured approach to question the performance of an organisation. It also supports the scoring mechanism behind the EFQM Excellence Award and other recognition or assessment schemes and can help to lead change and manage improvement projects in an organisation.
Adding Value for Customers Sustaining Outstanding Results Creating a Sustainable Future
Succeeding through the Talent of People Developing Organisational Capability Managing with Agility Harnessing Creativity & Innovation Leading with Vision, Inspiration & Integrity
EFQM 2012
Strategy
Customer Results
Society Results
EFQM 2012
Required RESULTS
EFQM 2012
DEPLOY Approaches
2013
31
EFQM Avenue des Olympiades 2 1140 Brussels, Belgium Tel +32 2 775 35 11 Fax +32 2 775 35 35 info@efqm.org www.efqm.org
EFQM 2012 No part of this publication may be re p roduced, stored in a retrieval system, or transmitted in any form or by any means (be this electronically, mechanically, through photocopy or recording, or otherwise) without either the prior written permission of, or a license permitting restricted copying and use for a third party, from the publisher.
ISBN: 978-90-5236-670-8