EFQM Excellence Model 2013

EFQM EXCELLENCE ModELEFQMMODEL

2013

Excellent organisations achieve and sustain outstanding levels of performance that meet or exceed the expectations of all their stakeholders

EFQM Excellence Model 2013

© EFQM 2012No 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.

EFQM SHARES WHAT WoRKSEFQM is committed to help organisations drive improvement through the use of the EFQM Excellence Model, a comprehensive management framework used by over 30,000 organisations in Europe. For the last 20 years, we have managed the development of this Model, incorporating the experiences and learning from these organisa-tions to ensure it reflects reality and offers a path for sustainable excellence.

To help you implement our Model, we provide training, assessment tools and recognition. But our real talent comes from gathering good practices and integrating those within our portfolio. EFQM, a not-for-profit member-ship Foundation, aims to share what works, through case studies, online seminars, working groups, conferences and thematic events. We nurture a network of world-class organisations and their leaders who share our passion for business excellence.

We believe that the EFQM Model is a common framework that helps us all to improve our businesses. Sharing our member’s enthusiasm, their motivation and the results they achieve; that is what we work for at EFQM.

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ContentsEFQM EXCELLENCE MODEL 2013 02

FuNDaMENTaL CONCEpTS OF EXCELLENCE 04Adding Value for Customers 04Creating a Sustainable Future 05developing organisational Capability 05Harnessing Creativity & Innovation 06Leading with Vision, Inspiration & Integrity 06Managing with Agility 07Succeeding through the Talent of People 07Sustaining outstanding Results 08

ThE CRITERIa 091. Leadership 102. Strategy 123. People 134. Partnerships & Resources 145. Processes, Products & Services 166. Customer Results 177. People Results 188. Society Results 199. 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

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EFQM Excellence Model 2013The basis for the ModelThe EFQM Excellence Model is based on a set of European values, first expressed in the European Convention on human Rights (1953) and the European Social Charter (revised in 1996). This treaty is ratified by the 47 member states of the Council of Europe and the principles are incorporated into national legislation.

The Fundamental Concepts of Excellence build on the foundation of these basic human rights, assuming they are universally applied.

Recognising the role business can play in supporting the broader goals of the united Nations, the uN global Compact (2000) was established. This initiative encourages organisations to actively apply these values, set out as 10 principles for sustainable and socially responsible business, across their global operations. Whilst a number of these principles are explicitly covered in the EFQM Excellence Model, a number are implicit, including those relating to human rights, corruption, bribery and forced labour, as these are already a legal requirement within Europe.

The EFQM Excellence Model assumes that an excellent organisation will respect and comply with the 10 principles of the uN global Compact, regardless of whether legally obliged to do so or not.

The need for a ModelRegardless of sector, size, structure or maturity, organisations need to establish an appropriate management framework to be successful. The EFQM Excellence Model is a practical, non-prescriptive framework that enables organisations to: assess where they are on the path to excellence;

helping them to understand their key strengths and potential gaps in relation to their stated Vision and Mission.

provide a common vocabulary and way of thinking about the organisation that facilitates the effective communication of ideas, both within and outside the organisation.

Integrate existing and planned initiatives, removing duplication and identifying gaps.

provide a basic structure for the organisation’s management system.

Whilst there are numerous management tools and techniques commonly used, the EFQM Excellence Model provides an holistic view of the organisation and it can be used to determine how these different methods fit together and complement each other. The Model can therefore be used in conjunction with any number of these tools, based on the needs and function of the organisation, as an overarching framework for developing sustainable excellence.

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.

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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.

Leadership People

Strategy

Partnerships & Resources

Processes, Products & Services

People Results

Enablers Results

Learning, Creativity and Innovation

Customer Results

Society Results

Business Results

©EFQM 2012

Plan and developAPPROACHES

ASSESS AND REFINEApproaches and Deployment

DEPLOYApproaches

RequiredRESULTS

©EFQM 2012

Adding Value for Customers

Creating a Sustainable Future

Developing OrganisationalCapability

Harnessing Creativity & Innovation

Leading with Vision, Inspiration & Integrity

Managing with Agility

Succeeding through theTalent of People

Sustaining Outstanding Results

©EFQM 2012

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EFQMavenue des Olympiades 21140 Brussels, BelgiumTel +32 2 775 35 11Fax +32 2 775 35 35info@efqm.orgwww.efqm.org

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©EFQM 2012No part of this publication may be re produced, 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

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