EFQM

Question 1

The EFQM model is split into ‘Enablers’ and ‘Results

Explain the importance of this balanced approach to the assessment of business excellence.

Answer 1

The balanced approach is important because doing well on enablers or results alone will not deliver long-term business success. Having good enablers without a track of the results runs the risk of doing things which seem right without understanding their effect on the performance. A good performance here means nothing unless results are improved. Good results with no visibility of enablers means that the organisation does not understand the roots of its success and thus cannot be sure whether it is occurring through its actions or chance effects of the business environment. Only when a company understands both how well it is doing and why can it ensure long term success.

Question 2

List and briefly define the 5 Enablers categories.

Answer 2

• Leadership: How do the leaders within the organisation personally demonstrate their commitment to customers, people development and set out visions and deploy resources to achieve company goals.
• People: Does the organisation empower, develop and support its people. Is respect shown and clear two-way communication prevalent.
• Policy and Strategy: Is strategy clearly communicated at all levels? Does the organisation have a sound mechanism for developing and deploying strategies and associated policies?
• Partnerships and resources: Does the organisation seek to work in partnership rather than conflict with suppliers and customers? Is information shared freely and are resources deployed and managed appropriately to deliver company goals.
• Processes: Does the organisation recognise the importance of a process focus to the success of the business. Are training, resourcing and other support activities adequately planned and attended to? Has the organisation mapped key processes and planned to ensure their success?

Question 3

Discuss how success in each of the Enabler categories would contribute to the ‘People Satisfaction’ category in the Results section.

Answer 3

• Leadership: Motivated workers are likely to be satisfied workers. Good leadership provides a strong motivation by giving context and significance to people’s efforts. Leadership also helps by removing barriers to pride in work.
• People: How the organisation treats and develops its people will clearly affect their levels of satisfaction.
• Policy and Strategy: Understanding where you fit into the strategy of the organisation and the importance of key activities you perform allows an individual to take pride in his work and to feel a sense of importance and belonging.
• Partnerships and resources: By clarifying customer/supplier relationships individuals can see what their priorities are and the bigger picture. The appropriate deployment of resources gives people a better chance of success in their role.
• Processes: Proper training and resources better equip individuals to do their job, and thus empower them. As key players in the process they have a greater say in how the organisation is run.