Transcript BS3008 Quality Management and Customer Care 1: What is

BS2914 Quality Management & Customer Care
8: The Business Excellence Model
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
1. Developed by European Foundation for Quality
Management (EFQM), recently reviewed with
1000+ organisations… known as
EFQM Excellence Model but..
Business Excellence Model in the UK
2. Claimed that staff at all levels can understand
and identify with the themes of the model
(Leadership, Resources etc.)
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
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9 criteria divided into:
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Enablers (What you have to do and how you
operate within the organisation)
Results (What you have been achieving
determined by major stakeholders i.e.
customers, suppliers, staff, community at large,
those who fund)
9 criteria broken down into 32 criterion parts,
each supported by ‘good practice’ indicators
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BS2914 Quality Management & Customer Care
8: The Business Excellence Model
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Claimed to be:
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Coherent and comprehensive
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Bring existing initiatives into a single strategy
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Avoids the possibility of ‘Initiative Inertia’ when
staff become disillusioned by a string of
unlinked and short-lived initiatives
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
Underlying Principles
I dentify the Results setting out to achieve
M odify and develop integrated approaches to
achieve results
P ut approaches in place by deploying them
A ssess and review the effectiveness of the
approaches in place
C check and measure the results achieved
T ake action to Continuously Improve
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
RADAR Logic
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determine the Results it is aiming for
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Plan and develop a set of sound Approaches
• Deploy the approaches in a systematic way
• Assess and
• Review the approaches based on monitoring
and analysis of results
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
How does assessment work
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1000 points spread over the 9 criteria
The assessment team make consensual
decisions based on gathered evidence
Assessment methods can include
questionnaires, interviews, workshops etc.
Are there dangers in too many statistical
controls in this approach ?
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
How is it measured ?
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300 represents a good company, quality
assurance in place, starting continuous
improvement
500 represent s a very good company,
sustaining improvement, process orientation
700 represents an excellent company where
improvement is a way of life, empowered
employees
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
Government and the Business Excellence model
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138 Executive (‘Next Steps’) agencies now
created (70% of all civil servants)
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Thrust of policy now is to improve performance
and make services more accessible
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Two thirds of the agencies are now utilising the
Business Excellence model and/or having
performance targets set and published annually.
BS2914 Quality Management & Customer Care
8: The Business Excellence Model
Government and the Business Excellence model
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Over next 5 years, all central departments will
be reviewed to ascertain competitiveness and
ensure they are fully modernised.
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Aim is for 25% services to be delivered
electronically, 100% by 2008
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New desire for accessible, joined-up services
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Make services available 24 hours a day
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Unnecessary ‘red tape’ to be removed