The EFQM Excellence Model: a tool for organizational ......The EFQM Excellence Model: a tool for organizational development and change Presented by: Dr. Susanne Kaldschmidt EFQM licensed

The EFQM Excellence Model: a tool for organizational development and

change

Presented by: Dr. Susanne Kaldschmidt EFQM licensed trainer and advisor, Coordinating

Board Member of NCEQEDecember 18, 2018

Tbilisi

12/2018 (C) Dr. Susanne Kaldschmidt - Consulting - Facilitation - Visualization 1

Contents of the Presentation Introduction What and who is “EFQM” Explaining “Organizational Development” How does EFQM and Organizational Development

overlap? The biography of using the EFQM Excellence

Model in Georgia Summary and Conclusions


What and who is “EFQM”?

3

50,000 Model UsersWorldwide

Global Community of Excellent

Organizations

1,500 Assessors

48 Partners450 Members

An Overview of the EFQM Excellence

Model(2013)


The Fundamental Concepts of Excellence

The Criterion Model

RADAR Logic

Global Excellence

Model

The Purpose of the EFQM Global Excellence Model

5

Explaining “Organizational Development”

Planned Organization-wideManaged from the top Increasing organizational

effectiveness and health Planned interventions in the

organization´s processes, structures


Strategy:Customer

Oriented and Concrete aims

plus related KPIs

Reso

urce

s:

stru

ctur

es a

nd p

roce

sses

People Management

Partner Management

Finance and Reporting

Knowledge & Information

Management

Processes:- Management- Product/

service development

- Product /Service delivery

- Customer relationship management

Results(KPIs and

Stakeholder Feedback /

Satisfaction)

Key Organizational Development / Management System Elements


Organizational Development > StrategyStrategy:Customer Oriented

and Concrete aims plus

related KPIs

Reso

urce

s: st

ruct

ures

and

pro

cess

esPeople

Management

Partner Management



Management


service development



Results(KPIs and


Satisfaction)

Implement strategy in

structures and processes

Develop into a coherent strategy including KPIs

Understand internal performance and capabilities

Understand stakeholder needs and expectations and the external environment


Strategy:Customer Oriented


related KPIs

Reso

urce

s: st

ruct

ures

and

pro

cess

esPeople

Management

Partner Management



Management


service development



Results(KPIs and


Satisfaction)

People Management

Partner Management


Knowledge and Information

Management

Organizational Development > Resources

Resources – structures and processes


Strategy:Customer Oriented


related KPIs

Reso

urce

s: st

ruct

ures

and

pro

cess

esPeople

Management

Partner Management



Management


service development



Results(KPIs and


Satisfaction)

ManagementProduct / Service

developmentProduct / Service

delivery

Customer Relationship Management

Processes

Organizational Development> Processes


Organizational Development > ResultsStrategy:Customer Oriented


related KPIs

Reso

urce

s: st

ruct

ures

and

pro

cess

esPeople

Management

Partner Management



Management


service development



Results(KPIs and


Satisfaction)

Results and KPIs

People

Customers

Partners

Products and

Services Feedback

KPIs and Strategic Indicators

Next StepsUpdated Strategy

Rewards and Recognition


Organizational Development = EFQM Global Excellence Model


Strategy:Customer Oriented and Concrete aims plus related KPIs Re

sour

ces:

st

ruct

ures

and

pro

cess

es People Management

Partner Management



Management

Processes:- Management- Product/ service

development- Product /Service

delivery- Customer

relationship management

Results(KPIs and


Satisfaction)

Where are you now

Excellence

Satisfactory

Good

Very Good

Developing towards Excellence


The “Biography” of EFQM in Georgia – supported by GIZ, Germany


20182017201620152014

Start with 6 VET Colleges

Enterprise Georgia

Development of EQMS (EFQM in VET Colleges) NCEQE EFQM Validator Training Validation of 6 VET Colleges – C2E Validation of Enterprise Georgia - C2E

EFQM Trainers Certified Enterprise Georgia – C2E 6 new VET Colleges start EFQM Validation of NCEQE – C2E

NCEQE EFQM Partner Handover of all EFQM

to EQE

GCCI implements EFQM NCEQE – Development of

Center of Excellence

Key Learning – Excellence in Georgia - People and Partners

⇒ Find the right people⇒ Engage them in excellence⇒ Provide growth opportunities

⇒Learning and experience

⇒ Partners can fill the resource gap⇒ Agreements must be made to ensure

mutual benefit⇒Management of Partnerships is key

⇒Measuring Partner Satisfaction (KPI)


Key Learning – Excellence in Georgia – Agility versus Standards (Processes)

⇒ Excellence and ISO are complimentary – not in competition with one another ⇒ Agility and standards are not a contradiction⇒ Combining agility and the stability of

standards is the art 12/2018 (C) Dr. Susanne Kaldschmidt - Consulting - Facilitation - Visualization 16

Key Learning – Excellence in Georgia – Quality from the perspective of Customers

⇒ The customer defines what quality is⇒ Understanding customer needs and expectations is

necessary⇒ It is a repeated exercise⇒ Understand the “now” and the “future”

⇒ Develop services and products in an “agile” way⇒ But ensure that customer needs are being met⇒ Develop together with partners – each with their

role⇒ Ensure consistent services delivery (standards and

processes)


Georgian EFQM Expertise – based at NCEQE


8 Certified EFQM Trainers (NCEQE)

NCEQE -Georgian EFQM Partner

EFQM Expert Team, available to provide advice and guidance

6 Certified EFQM Validators for Committed to Excellence (NCEQE)

Summary and Closing


Training and Consulting Expertise

Professional Experience

Profile Dr. (oec) Susanne Kaldschmidt

Specific Project ExperienceEducationPosition: Consultant, Trainer, Coach, Facilitator Nationality: German

Trainer for all EFQM licensed Trainings (Leading Excellence, Shaping Excellence, Internal Assessment Training) Project Team Leader and Manager Quality Management (incl. Audits, Document Manage-

ment, Supplier Evaluation and Development) Sustainability and Sustainability Management Continuous Improvement (KVP)/ Problem Solving/

Lean Management (Kaizen)/ TPM Conflict Prevention and Communication

International EFQM Excellence Model expert, Member of the EFQM Faculty and Global Excellence Award/EEA (Deputy) Team Leader, regular contributor to EFQM Model updates (currently ongoing for 2019 update) Project management and support of change

processes accompanying the introduction / cont. development of (integrated) Management Systems -incl. EFQM/ QM/QS/EM/CSR , Process Management, Lean Management, etc. Quality and Environmental Management Systems–

ISO 9001, ISO 14001, EMAS, HSE, ISO 26000/ CSR Industries : Automotive, Administration, Services,

Metals, Chemicals, Plastics, Public Sector, etc.

Since2011

Consultant and Trainer for ipu with a Focus on ISO 9001/14001/26000, EFQM and Sustainable Excellence, Project Management, Expert for Corporate Sustainability, Organisational Development

1999-2010

Partner of Netzwerk Management Consulting – Baur, Meuche, Kaldschmidt –Consultant and Trainer focused on TQM, Excellence and Environmental Management

2000-2003

External Quality Manager for Dental Excellence GmbH

1996-1999

Consultant and Trainer for INNOSYS GmbH & Co. KG

Since 1996

Independent Consultant, Trainer, Coach and Facilitator

1996 -1995

Correspondent Banking, Credit Analyst, Corporate Banker, und Liquidity and Investment Advisor, Bayerische Hypo-Bank

AcademicStudies

Business and Economics, Resource Management and Environmental Ethics, Environmental Studies, PhD in Management (HSG –Switzerland, Values and Corporate Sustainability)

EFQM Licensed Advisor & Trainer, EFQM Faculty Member providing training for EFQM internationally

(Deputy) Assessment Team Leader EFQM EEA/Global Excellence Award since 1999, EFQM Assessor

Auditor ISO 9001 /ISO 14001 Visual Facilitator and Graphic Recording

Since 2004

Lecturer – University of Applied Sciences, Munich, Certified University Instructor

Other QualificationsSince 1999

Project Team Leader and Consultant in Intl. Development Projects

German and English (Native Speaker) Spanish Portuguese French (Basic)

Languages

Documents

The EFQM Excellence Model: a tool for organizational ......The EFQM Excellence Model: a tool for organizational development and change Presented by: Dr. Susanne Kaldschmidt EFQM licensed