Business Excellence

Q2: What are the lead facilitators’ roles during the site-visit?

The lead facilitators give an overview of their analysis, which includes a summary of the criteria requirements, the proposed strengths and AFI, proposed scoring range, and their opinion on the key themes. They also summarize the findings and discussions of the team. The team leader discusses the fundamental concepts and findings of the team.

Q 4: When writing an award-submission document for the EFQM Excellence Award, how many pages should be allocated (approximately) for each main criterion?

The EFQM Model has nine criteria, which include leadership, policy and strategy, people, partnership and resources, customer results, processes, people results, society results and key performance results. The submission document contains the key information, qualification file and an enabler map, and any additional applicant information. Each criterion has several features and it should therefore be allocated approximately eight pages. For instance, the criterion on leadership gives the roles of different leaders. The role of leaders includes developing the company’s mission, vision and values. The submission should show how leaders are integrated in the management system, how they interact with customers, partners and society representatives, and how they contribute to the organizational change among other roles. This information should be included in the submission.

Q 5: What are the important milestones for an award submission?

The award submission introduces the company. It shows the details related to the company such as its mission and vision and the evidence of the results achieved by the company. It shows the improvements made by the company since its inception. The award submission shows how it incorporates the nine criteria as used by the EFQM Model. This makes it easier for the assessors to provide an unbiased judgment, which in turn guarantees fairness. Since the EFQM Model uses many approaches, the organization can choose to use a flexible approach such as the matrix approach, which enables it to adjust the nine criteria as it sees fit. The award submission enables the company to describe the various approaches it has used in the past.

Q 11: One of the key steps in Self-assessment is: Site-visit. How can we make it effective and efficient?

Site visit planning is important since it determines what can be achieved. It is important to follow the steps in the three phases before the site visit since they will determine the outcome of the visit. The steps in the prior event include individual assessment, team formation, contacting the applicant and contacting the PSP. Steps in the briefing event include ATL briefing, Assessor briefing, team building, understanding and meeting with the applicant, and establishing SV outline. Preparing for the visit will include the establishment of the agreed site visit plan, and dealing with any potential issues with the ATL and PSP. When preparing for a site visit, the first thing is to confirm the logistics. The team members should have a plan detailing the people they will meet, the place they will collect the evidence and the time they should collect the evidence. The team members should share their findings since it will be used as business insight

Q 15: One approach of self-assessment is called: Matrix approach. Describe briefly this approach and list its advantages and disadvantages?

The matrix approach is tailored to suit the specific organization and this is the major advantage of this method. It provides a simple way of assessing teams. This approach consists of the nine criteria as used in the EFQM Model. Every criterion has ten steps, which reflect progress by noting the approach used and the results achieved. The matrix shows the company’s position at a given time. The advantages of using this model include flexibility, simplicity, objectivity and efficiency. This approach uses few resources and provides a better understanding of the self-assessment process. It does not require much training and it develops the team. The approach has several disadvantages. One of the main disadvantages is that the results expected are dependent on the design of the matrix.

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