1. by Stefan Gentz, tracom.de @StefanGentz facebook.com/stefan.gentz Translation Forum Russia October 5, 2013 Sochi, Russia #TFRUS LSP 2.0 From Good to Excellence

2. twitter: @stefangentz facebook: facebook.com/stefan.gentz LinkedIn: linkedin.com/in/stefangentz www.tracom.de @stefangentz facebook.com/stefan.gentz

3. Let's make this event trending! @stefangentz at #TFRUS: Your voice matters! #excellence www.tracom.de @stefangentz facebook.com/stefan.gentz

4. Excellence www.tracom.de @stefangentz facebook.com/stefan.gentz

5. Some Quotes www.tracom.de @stefangentz facebook.com/stefan.gentz

6. Steve Jobs (19552011) Most people aren't used to an environment where excellence is expected. www.tracom.de @stefangentz facebook.com/stefan.gentz

7. Barack Obama (*1961) We need to internalize this idea of excellence. Not many try hard enough to be excellent. www.tracom.de @stefangentz facebook.com/stefan.gentz

8. From Our Industry! www.tracom.de @stefangentz facebook.com/stefan.gentz

9. Excellence is not an event. It's a practice, a behavior. Renato Beninatto Chief Marketing Officer, Moravia IT a.s. www.tracom.de @stefangentz facebook.com/stefan.gentz

10. Craig Buckstein Partner & CEO, GENEVAWORLDWIDE, INC., President Association of Language Companies (ALC) In order to be the best, LSPs need to chase perfection and settle for excellence. www.tracom.de @stefangentz facebook.com/stefan.gentz

11. LSP Excellence: Oft claimed without merit, and lost without deserving Robert Etches CIO, TextMinded Danmark / Vice-Chairman, GALA www.tracom.de @stefangentz facebook.com/stefan.gentz

12. To be considered excellent an LSP must be able to continually demonstrate value creation within its customers business. Richard Brooks CEO, K International plc. www.tracom.de @stefangentz facebook.com/stefan.gentz

13. Keep satisfying your employees, suppliers and customers and you will achieve excellence! Sufian Reiter Vice President Sales, Plunet, Inc.

14. Confusing? www.tracom.de @stefangentz facebook.com/stefan.gentz

15. Let's make a Sprint! www.tracom.de @stefangentz facebook.com/stefan.gentz

16. What makes an LSP excellent? Groups5 Minutes5 Answers5 www.tracom.de @stefangentz facebook.com/stefan.gentz

17. Group Answers www.tracom.de @stefangentz facebook.com/stefan.gentz

18. What is the EFQM? www.tracom.de @stefangentz facebook.com/stefan.gentz

19. EFQM Shares what works. What is the EFQM? European Foundation of Quality Management Supported by the European Commission 500+ Members Custodian of the EFQM Model EFQM Excellence Award (2012: Robert Bosch GmbH) www.tracom.de @stefangentz facebook.com/stefan.gentz

20. Excellent Organizations achive and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders. EFQM about Excellent Organizations www.tracom.de @stefangentz facebook.com/stefan.gentz

21. 8 Concepts of Excellence www.tracom.de @stefangentz facebook.com/stefan.gentz

22. 8 Concepts of Excellence Fundamental www.tracom.de @stefangentz facebook.com/stefan.gentz

23. 8 Concepts of Excellence Adding Value for Customers1 Know your different customer groups and their diverse needs Build and maintain dialog with customers Provide necessary resources, competencies and empowerment for your employees www.tracom.de @stefangentz facebook.com/stefan.gentz

24. 8 Concepts of Excellence Creating a Sustainable Future2 Excellent organizations have a positive impact on the world around them consider 3P People, Planet, Profit actively advance economic, environmental and social standards within their sector www.tracom.de @stefangentz facebook.com/stefan.gentz

25. 8 Concepts of Excellence Developing Organizational Capability3 effectively manage change establish a culture of continous improvement establish shared values, accountability & ethics and a culture of trust and openness throughout the value chain www.tracom.de @stefangentz facebook.com/stefan.gentz

26. 8 Concepts of Excellence Harnessing Creativity & Innovation4 use the collective knowledge of stakeholders innovation applies to products, processes, structure, marketing, & business models use a structured approach for generating and prioritizing creative ideas www.tracom.de @stefangentz facebook.com/stefan.gentz

27. 8 Concepts of Excellence Leading with Vision, Inspiration & Integrity5 Excellent organizations have leaders championing the organization's values acting as role models for integrity, social responsibility and ethical behaviour uniting people to share and achive the organization's mission, vision and goals www.tracom.de @stefangentz facebook.com/stefan.gentz

28. 8 Concepts of Excellence Managing with Agility6 Excellent organizations identify and respond effectively and efficiently to opportunities and threats evaluate & develop technology to improve agility of processes, projects and organization www.tracom.de @stefangentz facebook.com/stefan.gentz

29. 8 Concepts of Excellence Succeeding through the Talent of People7 Excellent organizations attract, develop and retain talented people align personal and team objectives ensure a healthy work/life balance develop skills and competencies of their people www.tracom.de @stefangentz facebook.com/stefan.gentz

30. 8 Concepts of Excellence Sustaining Outstanding Results8 Excellent organizations continuously gather stakeholders' needs and expectations align key results with their Mission evaluate progress towards Vision & Strategy manage strategic, operational and financial risks www.tracom.de @stefangentz facebook.com/stefan.gentz

31. Adding Value for Customers Creating a Sustainable Future Developing Organizational Capability Harnessing Creativity & Innovation Leading with Vision, Inspiration & Integrity Managing with Agility Succeeding through the Talent of People Sustaining Outstanding Results 8 Concepts of Excellence www.tracom.de @stefangentz facebook.com/stefan.gentz

32. Adding Value for Customers Creating a Sustainable Future Developing Organizational Capability Harnessing Creativity & Innovation Leading with Vision, Inspiration & Integrity Managing with Agility Succeeding through the Talent of People Sustaining Outstanding Results 8 Concepts of Excellence Fundamental www.tracom.de @stefangentz facebook.com/stefan.gentz

33. Take away inspiration www.tracom.de @stefangentz facebook.com/stefan.gentz

34. Build Customer Groups & understand their needs.1 www.tracom.de @stefangentz facebook.com/stefan.gentz

35. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 www.tracom.de @stefangentz facebook.com/stefan.gentz

36. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 Change Management & Continuos Improvement!3 www.tracom.de @stefangentz facebook.com/stefan.gentz

37. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 www.tracom.de @stefangentz facebook.com/stefan.gentz

38. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 www.tracom.de @stefangentz facebook.com/stefan.gentz

39. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 Do You Manage with Agility?6 www.tracom.de @stefangentz facebook.com/stefan.gentz

40. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 Do You Manage with Agility?6 Do You Really Use the Talent of Your People?7 www.tracom.de @stefangentz facebook.com/stefan.gentz

41. Build Customer Groups & understand their needs.1 Think 3P People, Planet, Profit2 Change Management & Continuos Improvement!3 Do You Harness Creativity in Your Company?4 Do You Lead with Vision, Inspiration and Integrity?5 Do You Manage with Agility?6 Do You Really Use the Talent of Your People?7 Do You achive sustaining, outstanding results?8 www.tracom.de @stefangentz facebook.com/stefan.gentz

42. The most important one for me is: www.tracom.de @stefangentz facebook.com/stefan.gentz

43. 3Pwww.tracom.de @stefangentz facebook.com/stefan.gentz

44. 3PPEOPLE PLANET PROFIT www.tracom.de @stefangentz facebook.com/stefan.gentz

45. EFQM Excellence Model www.tracom.de @stefangentz facebook.com/stefan.gentz

46. Leadership Processes, Products & Services Business Results People Strategy Partnership & Resources People Results Customer Results Society Results Enablers Results Learning, Creativity and Innovation EFQM Excellence Model 2013 www.tracom.de @stefangentz facebook.com/stefan.gentz

47. EFQM Self Assessment Enabler 1 Leadership 100 500 Points 2 Strategy 100 3 People 100 4 Partnership & Resources 100 5 Processes, Products & Services 100 Results 6 Customer Results 150 500 Points 7 People Results 100 8 Society Results 100 9 Business Results 150 Total 1,000 Points www.tracom.de @stefangentz facebook.com/stefan.gentz

48. EFQM Radar www.tracom.de @stefangentz facebook.com/stefan.gentz

49. Required RESULTS Plan and develop APPROACHES DEPLOY Approaches ASSESS AND REFINE Approaches and Deployment EFQM RADAR www.tracom.de @stefangentz facebook.com/stefan.gentz

50. @stefangentz at #TFRUS: Your voice matters! #excellence Did you tweet? www.tracom.de @stefangentz facebook.com/stefan.gentz

51. That's it. www.tracom.de @stefangentz facebook.com/stefan.gentz

52. Thank you for being excellent! www.tracom.de @stefangentz facebook.com/stefan.gentz