efqm excellence award assessors 2010

Transcription

It is with great pleasure that I introduce you to our 2010 Recognition Book. In this book, we
have highlighted those organisations from across Europe and beyond that succeeded in
achieving the EFQM Excellence Award, Recognised for Excellence or Committed to
Excellence recognition levels in the past year.
2010 has been a tumultuous year on many fronts and the economic recession continues to
affect the economy. And yet, for some organisations, the challenges of 2009/2010 have
been seen as opportunities and these organisations continue to be successful. This is never
more apparent than with the organisations that entered for the 2010 EFQM Excellence
Award (EEA), Europe’s most prestigious award for Sustainable Excellence, the highest form
of recognition any organisation could hope to receive, discerned from among its own peers
and given to the best performing companies and Not for Profit organisations.
In addition to successfully facing the challenges of the recession, the applicants for the 2010
EEA faced the additional challenge of having their performance assessed by experienced
teams of EFQM Assessors against the 2010 version of the EFQM Excellence Model.
The 2010 EFQM Model was launched in September 2009 at the EFQM Forum in Brussels
following a significant review process to ensure that it continued to set the reference point
for any organisations aspiring to achieve Sustainable Excellence.
While all applicants for the EEA are organisations of high calibre, only a small group are
awarded a Finalist distinction and of those organisations entering for EEA 2010 process only
13 were considered by the EEA Jury to be of a sufficient calibre to achieve the status of
Finalist.
These 13 organisations, from six different countries, covering Public & Private Sectors, and
ranging in size from 30 people to 2,500, represent diverse sectors ranging from Education
(3), Facilities Management (1), Healthcare (4) and Hotels (1) through to the more traditional
sectors such as the manufacturing, electronics, metals and automotive industries (4).
From this list of 13 outstanding organisations, summarised below, the EEA Jury then
considered which ones, if any, were worthy of receiving the accolade of being a Prize winner
or indeed the ultimate Award winner.
To be an Award winner in a specific category the Jury must be confident that it has identified
an exceptional organisation with excellent and sustainable results across all areas, and one
that demonstrates a highly effective, efficient and continually improved management
system. Such an organisation is therefore a role model that can be seen as a living, real life
example in all dimensions of Sustainable Excellence when assessed against the EFQM
Excellence Model. It was the view of the Jury that in the 2010 EEA competition no such
organisation reached this pinnacle of achievement.
However, there were five organisations identified by the Jury where one or more of the
eight Fundamental Concepts of Excellence embedded in the EFQM Model appeared as a
pervasive golden thread which had clearly made an impact on the organisations achieving
outstanding and sustainable results. Therefore in these five instances the Jury were
delighted to recognise the organisations as worthy Prize winners.
|2
All five Prize winners and eight Finalists received their Recognition on the evening of 5th
October in the Palacio Euskalduna Conference Centre in Bilbao, Spain as part of EFQM’s
annual Forum.
Organisation
Vamed-KMB
Country
Austria
# of Staff
925
Turnover
€104M
Sector
Facilities
management
Robert Bosch
Fahrzeugelektrik
Eisenach
Eskişehir Maternity
and Child Illnesses
Hospital
Stavropol State
Agrarian University
Germany
1600
€450M
Turkey
498
€7M
Electronic & other
electric
equipment
Health care
Russia
1429
€14M
Higher education
Liverpool John Moores
University
UK
2500
€200M
Higher education
Osakidetza - Comarca
Gipuzkoa Ekialde
Spain
917
€71M
Health care
Bradstow School
UK
187
€6M
Education
Olabide Ikastola
Spain
148
€9M
Education
Domino-World
Germany
500
€18M
Health Care
Alpenresort
Schwarz
Austria
150
€14 M
Hotel
Dr.Germain Becker
& Associés
Luxembourg
30
€3,3 M
Health Care
Siemens Congleton
UK
350
£44M
Worthington
Cylinders
Austria
380
€100 M
Design &
Manufacturing of
Electronic Drives
Fabricated metal
products
Award Category
Prize Winner: Large
Scope, Private for
Profit
Finalist: Large Scope,
Private for Profit
Prize Winner: Large
Scope - Public Not
For Profit
Prize Winner: Large
Scope - Public Not
For Profit
Finalist: Large Scope
- Public Not For
Profit
Finalist: Large Scope
- Public Not For
Profit
Prize winner: Small
and Medium Scope Public Not for Profit
Prize winner: Small
and Medium Scope Public Not for Profit
Finalist: Small and
Medium Scope Public Not for Profit
Finalist: Small &
Medium Scope Private
Finalist: Small &
Medium Scope Private
Finalist: Small &
Medium Scope
Private
Finalist: Small &
Medium Scope
Private
The EFQM promise is to Shares What Works between its member organisations to help them
implement their strategies and it has done this successfully for more than 20 years. This
Recognition Book is another example of putting that promise into practice. All of the
organisations which have been recognised this year are considered as leading examples of
implementing Sustainable Excellence. We encourage each one of you not to just follow in
their footsteps but to be proactive and make contact with them to discover what you can
learn from them to support your own journey to Sustainable Excellence.
Pierre Cachet, CEO, EFQM
3|
TABLE OF CONTENTS
PART I
PART II
PART III
RECOGNISED ORGANISATIONS
6
EFQM Excellence Award
History of past winners
Award categories
Small & medium scope – private for profit
Large scope – private for profit
Small & medium scope – public not for profit
Large scope – public not for profit
7
8
17
20
26
32
42
Levels of Excellence
Recognised for Excellence – 5 Stars
Committed to Excellence
54
55
60
62
65
AWARD ASSESSORS
72
List of EFQM Excellence Award Assessors 2010
73
APPLY FOR THE 2011 AWARD
78
The Award in 2011
Key dates for the Award process
79
83
|4
5|
PART I
RECOGNISED
ORGANISATIONS
EFQM Excellence Award 2010
Levels of Excellence
|6
THE EFQM EXCELLENCE AWARD
The EFQM Excellence Award is Europe’s most prestigious award for
Sustainable Excellence. It is open to every high performing organisation in
Europe and focuses on recognising Excellence and providing detailed,
independent feedback to all Applicants to help them on their journey to
Excellence. The EFQM Excellence Award sits at the pinnacle of dozens of
regional and national quality awards and applicants have often been successful
in these before applying for European recognition.
The highest level, an Award Winner, is given when the Jury
identifies an exceptional organisation with excellent and
sustainable results across all areas, and demonstrates a
highly effective, efficient and continuously improved
management system. These winners are therefore role
models and can be seen as living, real life examples in all
dimensions of Sustainable Excellence when assessed
against the EFQM Excellence Model
In addition to the aspects of being a Finalist, the Jury and
Assessors teams carefully make a judgement based on the
8 Fundamental Concepts of Excellence embedded in the
EFQM Model. When one of these concepts appears as a
golden thread within an organisation and clearly has its
impact on outstanding and sustainable results a Prize is
Awarded.
Organisation recognised as Finalist are able to
demonstrate a high level of maturity in many aspects of
their approaches to managing the execution of their
strategy and the consequent achievement of good
performance in all result areas of the EFQM Excellence
Model and with evidence of sustainability. Achieving
recognition as a Finalist in this competition is a strong
confirmation of being a good role model and source of
inspiration for other organisations.
7|
HISTORY OF PAST WINNERS

2010
VAMED-KMB
Austria
Bradstow School
UK
Prize Winner
Prize Winner
Olabide Ikastola
Spain
Prize Winner
Eskişehir Maternity and Child Illnesses Hospital
Turkey
Prize Winner
Stavropol State Agrarian University
Russia
Prize Winner
Pirktl Holiday GmbH & Co KG, Alpenresort Schwarz
Austria
Finalist
Dr. Germain Becker & Associés
Luxembourg
Finalist
Siemens Congleton
UK
Finalist
Worthington Cylinders
Robert Bosch Fahrzeugelektrik Eisenach GmbH
Domino-World
Osakidetza - Comarca Gipuzkoa Ekialde
Liverpool John Moores University
Austria
Germany
Germany
Spain
UK
Finalist
Finalist
Finalist
Finalist
Finalist
France
Prize Winner

2009
EDF DCECL EST
NXP Sound Solutions
Austria
Prize Winner
Volkswagen Motor Polska Sp. z o.o.
Poland
Prize Winner
Robert Bosch S.A.S
France
Prize Winner
Bradstow School
UK
Prize Winner
St.Colmans College
Northern
Ireland
Prize Winner
EiTB
Spain
Prize Winner
pom+Consulting AG
Switzerland
Finalist
Bilim Ilac A.S.
Turkey
Finalist
Umicore Precious Metals Refining
Belgium
Finalist
Colegio Sagrado Corazón Carmelitas
Spain
Finalist
Hospital Kirchberg
Luxembourg
Finalist
UK
Finalist

2008
Bosch Sanayi ve Ticaret A.S.
Turkey
Award winner & PW
Bursagaz
Turkey
Award winner & PW
Council for the Curriculum, Examination and Assessment
UK
Award winner & PW
|8
Gaiker
UK
Prize Winner
Eskisehir Maternity and Child Illnesses
Turkey
Prize Winner
Bursa Municipality
Turkey
Finalist
Russia
Finalist
Clinica Tambre
Spain
Finalist
Kautex Textron GmbH & Co. Kg
Germany
Finalist
Volkswagen Motor Polska
Poland
Finalist
TRW Airbag System
Germany
Finalist
Lauaxeta Ikastola Sociedad Cooperativa
Spain
Award winner & PW
The Cedar Foundation
UK
Award winner & PW
Villa Massa S.r.l.
Italy
Award winner & PW
Tobermore Concrete Products Ltd
UK
Award winner & PW

2007
OBI Baumarkt Franken GmbH & Co. KG Markt Schwabach
Germany
Prize Winner
Novia Salcedo Foundation
Spain
Prize Winner
Trimo, Engineering and production of pre-fabricated buildings,
d.d.
Slovenia
Prize Winner
Siemens Standard Drives Congleton
UK
Prize Winner
TNT Express Greece
Greece
Prize Winner
Comarca Gipuzkoa Ekialde – Osakidetza
Spain
Finalist
Nashuatec / NRG Group Benelux
Belgium
Finalist
NXP Semiconductors Austria GmbH Business Line Sound
Solutions
Austria
Finalist
Regional Distribution Center of Philips Lighting Distribution
France
Finalist
Ricoh UK Products Ltd
UK
Finalist
Siemens Medical Solutions
UK
Finalist
SIEMENS, S.A.
Spain
Finalist
Volkswagen Motor Polska Sp. z o.o.
Poland
Finalist
BMW
Germany
Award winner & PW
Grundfos
Denmark
Award winner & PW
TNT Express GmbH - Germany
Germany
Award winner & PW
St. Mary's
UK
Award winner & PW

2006
Knorr Bremse AG
Germany
Prize Winner
General Motors Powertrain - Hungary Ltd (opel)
Hungary
Prize Winner
9|
T-Systems MMS
Germany
Prize Winner
Sociedad Cooperativa de Enseñanza Colegio Vizcaya
Spain
Prize Winner
NRG direct
The
Netherlands
Prize Winner
Villa Massa
Italy
Prize Winner
Autoliv Cancor
Turkey
Finalist
Cepsa
Spain
Finalist
E.ON Tiszántúli Áramszolgáltató Zrt.
Hungary
Finalist
FIAT Auto Poland, Tychy plant
Poland
Finalist
Luka Koper
Slovenia
Finalist
NRG benelux
The
Netherlands
Finalist
Post Denmark
Denmark
Finalist
Stora Enso Packaging Boards, Fors Mill
Sweden
Finalist
TNT Europe
UK
Finalist
TNT Express Greece
Greece
Finalist
Lauaxeta Ikastola
Spain
Finalist
Agria
Sweden
Finalist
Fonderie Montello
Italy
Finalist
Gaiker centro techn
Spain
Finalist
Govan Initiative Limited
UK
Finalist
Nyirtavho
Hungary
Finalist
Philips Lighting Terneuzen
The
Netherlands
Finalist
FirstPlus Financial Group Plc
UK
Award winner & PW
TNT Express Information and Communication Services
UK
Award winner & PW

2005
BMW Chassis and Driveline Systems Production
Germany
Prize Winner
Knorr-Bremse Systems for Commercial Vehicles
Germany
Prize Winner
Knorr-Bremse Systems for Rail Vehicles
Germany
Prize Winner
T-Systems Multimedia Solutions
Germany
Prize Winner
Siemens Automation & Drives
UK
Prize Winner
Euskalit
Spain
Prize Winner
Fundacion Novia Salcedo
Spain
Prize Winner
Hospital de Zummarraga
Spain
Prize Winner
Fonderia del Montello
Italy
Prize Winner
| 10
Chambre de Commerce et d'Industrie Nice Côte d'Azur
France
Finalist
Clinica Tambre
Spain
Finalist
Villa Massa
Spain
Finalist
NRG Direct
The
Netherlands
Finalist
TNT Estonia
Estonia
Finalist
Turkey
Award winner & PW

2004
Kocaeli Chamber of Industry
YELL
UK
Award winner & PW
Siemens AG Power Transmission and Distribution
Germany
Prize Winner
TNT Post Group Information Systems
UK
Prize Winner
T-Systems Nova GmbH
Germany
Prize Winner
Colegio Ursulinas - Vitoria
Spain
Prize Winner
Fonderie des Montello S.p.A.
Italy
Prize Winner
Hunziker and Co
Switzerland
Prize Winner
Schindlerhof Klaus Kobjoll GmbH
Germany
Prize Winner
EMAR Satis Sonrasi Musteri Hismetleri A.S.
Turkey
Prize Winner
SKF Türk Sanayi ve Ticaret Ltd.STI
Turkey
Prize Winner
Knorr-Bremse Systems for Commercial Vehicle
Germany
Finalist
Solvay Pharma
Spain
Finalist
TNT Express
NL/UK
Finalist
T-Systems Multimedia Solutions GmbH
Germany
Finalist
Lauaxeta Ikastola Sociedad Cooperativa
Spain
Finalist

2003
Bosch Sanayi ve Ticaret AS
Turkey
Award winner & PW
Runshaw College
UK
Award winner & PW
Maxi Coco-Mat SA
Greece
Award winner & PW
Edinburgh International Conference Centre
UK
Award winner & PW
Siemens Nederland NV
The
Netherlands
Prize Winner
Kocaeli Chamber of Industry
Turkey
Prize Winner
Grundfos A/S
Denmark
Prize Winner
Solvay Martorell Site
Spain
Prize Winner
TNT Post Group Information Systems
UK
Prize Winner
11 |
Hunziker and Co
Switzerland
Prize Winner
Microdeco
Spain
Prize Winner
Robur S.p.A.
Italy
Prize Winner
Schindlerhof Klaus Kobjoll GmbH
Germany
Prize Winner
Fagor Electrodomesticos
Spain
Finalist
Medicor
Hungary
Finalist
TNT Express
The
Netherlands
Finalist
Begonaspi Ikastola
Spain
Finalist
Spain
Finalist
Kossuth Lajos Secondary Grammar School
Hungary
Finalist
Springfarm Architectural Mouldings Ltd
UK
Award Winner
Dexia Sofaxis
France
Prize Winner

2002
Bosch Sanayi ve Ticaret AS
Turkey
Prize Winner
Customs and Tax Region Aarhus
Denmark
Prize Winner
ASLE, Workers Incorporated Companies Association
Spain
Prize Winner
Maxi Coco-Mat SA
Greece
Prize Winner
Banc International d'Andorra - Banca Mora
Spain
Prize Winner
Opel hungary Powertrain Ltd
Hungary
Finalist
Schindler SA
Spain
Finalist
Siemens Nederland N.V.
The
Netherlands
Finalist
Siemens AG PTD PA
Germany
Finalist
Renault Engine Plant
France
Finalist
Delifruits SA
France
Finalist
MDG Metanifera di Gavirate SpA
Italy
Finalist
EMAr After Sales Services Inc.
Turkey
Finalist
Norbolsa S.V.B. SA
Spain
Finalist

2001
St Mary's College Northern Ireland
UK
Award Winner
Zahnarztpraxis
Switzerland
Award Winner
DHL Portugal
Portugal
Prize Winner
Westel Mobile Communications
Hungary
Prize Winner
| 12
Siemens Tele Industry SA
Greece
Prize Winner
Maxi Coco-Mat SA
Greece
Prize Winner
QMS AG Quality Management Services AG
Germany
Prize Winner
Infineon Technologies
Germany
Finalist
Opel Hungary Powertrain Ltd
Hungary
Finalist
Oracle Support Services EMEA
UK
Finalist
Schurter AG Electronic Components
Switzerland
Finalist
SEB AG
Germany
Finalist
Siemens Nederland
Grundfos A/S
The
Netherlands
Denmark
Finalist
Finalist
Siemens AG A&D AS EWK Electronic Works Karlsruhe
Germany
Finalist
City Technology College, Kinghurst
UK
Finalist
Columbian Tiszai Carbon Ltd
Hungary
Finalist
Dexia Sofaxis
France
Finalist
Edinburgh International Conference Centre Ltd
UK
Finalist
Hunziker & Co
Switzerland
Finalist
Sandora
Ukraine
Finalist
Nokia Mobile Phones, Europe and Africa
Finland
Award Winner
Inland Revenue, Accounts Office Cumbernauld
UK
Award Winner

2000
Burton-Apta Refractory Manufacturing Ltd
Hungary
Award Winner
Arçelik AS
Turkey
Prize Winner
Eczacibasi Vitra
Turkey
Prize Winner
Irizar
Spain
Prize Winner
Arbejdsformidlingen - Ringkoebing AMT
Denmark
Prize Winner
Foxdenton School and Integrated Nursery
UK
Prize Winner
Water Team
Italy
Prize Winner
Zahnarztpraxis
Switzerland
Prize Winner
Avaya Ireland
Ireland
Prize Winner
BfG Bank
Germany
Finalist
Infineon Technologies
Germany
Finalist
Opel Hungary Manufacturing Ltd.
Hungary
Finalist
Oracle Support Services, EMEA
UK
Finalist
Westel Mobile Telecommunications
Hungary
Finalist
13 |
Marmara University - Faculty of Engineering
Turkey
Finalist
Told Skat (Customs and Tax) Region Aarhus
Denmark
Finalist
Brovary Road Building Department - 50
Ukraine
Finalist
Maxi SA - Coco Mat
Greece
Finalist
Columbian Tiszai Carbon Ltd
Hungary
Finalist
Dexia Sofaxis
France
Finalist
UK
Finalist
Yellow Pages
UK
Award Winner
Volvo Cars Gent
Belgium
Award Winner
DiEU
Denmark
Award Winner
Servitique Network Services
France
Award Winner

1999
BT Communications Northern Ireland
UK
Prize Winner
Elais
Greece
Prize Winner
Sollac
France
Prize Winner
Banca International d'Andorra I Banca Mora
Spain
Prize Winner
Burton-Apta Refractory Manufacturing Ltd
Hungary
Prize Winner
Alstom Transporte SA - Systems Maintenance
Spain
Finalist
BT Payphones
UK
Finalist
Eczacibasi Yapi Gerecleri San. Ve Tic. A.S.
Turkey
Finalist
Honeywell Europe
Belgium
Finalist
Irizar S. COOP.
Spain
Finalist
Joh. Vaillant GmbH u. Co.
Germany
Finalist
Siemens AG Power Generation Group
Germany
Finalist
Siemens Semiconductors - Infineon
Germany
Finalist
TEE - Türk Elektrik Endüstrisi A.S.
Turkey
Finalist
Renault Motores
Spain
Finalist
Brovary Road Building Department - 50
Ukraine
Finalist
Govan Initiative Ltd
UK
Finalist
Meierhofer Ltd
Switzerland
Finalist
Mod-Lang S.L.
Spain
Finalist
Water Team SRL
Italy
Finalist
Bekaert-Stanwick
Belgium
Finalist
UK
Finalist
| 14
Ganz-David Brown Transmissions Kft

Hungary
Finalist
UK
Award Winner
1998
TNT Express United Kingdom Ltd
Landhotel Schindlerhof
Germany
Award Winner
Beko Ticaret
Turkey
Award Winner
BT Communication Northern Ireland
UK
Prize Winner
NETAS - Northern Electric Telekomunikasyon AS
Turkey
Prize Winner
Sollac
France
Prize Winner
Yellow Pages
UK
Prize Winner
AVE (RENFE Division)
Spain
Prize Winner
Inland Revenue Cumbernauld
UK
Prize Winner
DiEU
Denmark
Prize Winner
Arçelik AS
Turkey
Finalist
GEC Alstom España
Spain
Finalist
Siemens Power Generation
Germany
Finalist
Telecom Italia PCTB/MI
Italy
Finalist
Funderia Condals SA
Spain
Finalist
Hermes Softlab d.o.o.
Slovenia
Finalist
Bekaert Stanwick
Belgium
Finalist
Burton-Apta
Hungary
Finalist
Daramic SA
France
Finalist
Vallourec Composants Automobiles
France
Finalist
Italy
Award Winner

1997
SGS Thomson Microelectronics
Beksa
Turkey
Award Winner
British Telecom
UK
Prize Winner
Turkey
Prize Winner
UK
Prize Winner
Gasnala
Spain
Prize Winner
National Westminster Life Assurance Ltd
UK
Finalist
Sollac
France
Finalist
ABB Semiconductors
Switzerland
Finalist
D.D. Williamson
Ireland
Finalist
15 |

1996
BRISA
Turkey
Award Winner
British Telecom
UK
Prize Winner
Turkey
Prize Winner
UK
Prize Winner
Elais SA (Unilever Group)
Greece
Finalist
National Westminster Life Assurance Ltd
UK
Finalist
Ulster Carpet Mills Ltd
UK
Finalist
Texas Instruments Europe
France
Award Winner
UK
Prize Winner
Alcatel Austria
Austria
Finalist
BT Operator Services Directorate
UK
Finalist
NETAS - Northern Electric Telekomünikasyon AS
Turkey
Finalist
D2D (Design to Distribution) Ltd
UK
Award Winner
Ericsson SA
Sweden
Prize Winner

1995
1994
IBM (SEMEA)
EMEA
Prize Winner
SCEMM
France
Finalist
Texas Instruments Europe
UK
Finalist
Milliken European Division
Belgium
Award Winner
ICL Manufacturing Division
UK
Prize Winner
Cablelettra SpA
Italy
Finalist
Varian-Tem Ltd
UK
Finalist

1993
1992
Rank Xerox
UK
Award Winner
BOC Limited, Special Gases
UK
Prize Winner
Industrial del Unbierna SA - UBISA
Spain
Prize Winner
Milliken European Division
Belgium
Prize Winner
| 16
THE EFQM EXCELLENCE AWARD CATEGORIES
The EFQM Excellence Award is split into four categories. Each category features
organisations sharing the same key characteristics with regard to, size, scope and
complexity.
SIZE
The size of the organisation takes into account the following:
Number of employees
Turnover in Euros – for private business
Operating budget in Euros – for public sector organisation
SCOPE
The scope of the organisation covers the following aspects:
Completeness – to which extent the entity applying includes functional
elements like Human Resources, Finance, IT, Logistics, Planning, Design, etc.
Independency – to which extent the entity applying can decide itself about
strategic direction
Financial autonomy – to which extent the entity applying has autonomy and
responsibility for its budget and financial performance.
COMPLEXITY
The complexity of the organisation covers the following aspects:
Number of sites – and their geographical locations that belong to the scope of
the application
Geographical spread of activities – are the activities local, regional, European
or global
Complexity of the products and services – the number of services or products
offered to their customers.
Based on these three elements, applicants are considered as “Elaborate” or
“Simplified”. They are also categorised in “For Profit” and “Not For Profit”. All
organisations presented in each category share the challenge of planning,
executing and achieving Sustainable Excellence on a comparable scale.
17 |
The 2010 Applicants have been categorised as follows:
PRIVATE
For Profit
PUBLIC
Not For Profit
LARGE
Scope
SMALL &
MEDIUM
Scope
| 18
19 |
SMALL AND MEDIUM SCOPE
PRIVATE FOR PROFIT
PRIVATE
For Profit
PUBLIC
Not For Profit
LARGE
Scope
SMALL &
MEDIUM
Scope
| 20
Alpenresort Schwarz
FINALIST
ORGANISATION PROFILE
Country: Austria
Number of employees: 150
Turnover: €14 M
Sector: Hotel
Track record in Awards:
APPLICANT OVERVIEW
The Schwarz Spa Resort is a private family business, an Alpine Resort located in the
Tyrolean Mountains. The history of Alpenresort Schwarz goes back to 1910 and is
closely associated with the Family Pirktl. Franz Pirktl and his wife started from a
simple restaurant to become one of Austria’s most famous resorts in the Alps –
Alpenresort Schwarz.
They combine equipment and facilities with close attention to detail and the
personal touch, so its own people play a decisive role in the Schwarz approach to
Sustainable Excellence. The main
strategy of Alpenresort Schwarz
is to establish the hotel as the
first choice of premium guests 1)
based on its vision to be a
pioneer in hardware and 2) by
combining perfect hardware
with perfect service and warm
hospitality.
It is one of the most versatile holiday and spa resorts in the Alps and offers healthand experience orientated, recreational and active holidays of the highest level,
with hospitality and enthusiastic employees for all generations.

Contact person

Mrs Waltraud Dietrich
Quality Manager

Address

Nr. 141
6414 Mieming, Austria

Telephone
E-mail
Website

0043/5264/5212-239
[email protected]
http://www.schwarz.at/
21 |
Dr. Germain Becker & Associés
FINALIST
Country: Luxembourg
Turnover: €3,3M
Sector: Health services
2006: Luxembourg Quality Award Winner
APPLICANT OVERVIEW
Dr. Germain Becker & Associés is a private dental medical practice specialised in
orthodontics for adults and children, expanding steadily its activities since 1981.
Originally oriented toward dentistry, in 1985 the company began to specialise
exclusively in orthodontics.
The mission of this specialised medical sector is to evaluate, correct and optimise
patients’ orthodontic treatments according to their own functional needs (tooth
realignment and mastication rehabilitation), aesthetic wishes (the harmony of a
dazzling smile), and their own constraints (dental, physiological and financial).

Contact person

Mr Jérôme Plaquevent
Administration & Finance Director

Address

Telephone
E-mail
Website

2, rue du Commerce
L-3450, Dudelange, Luxembourg
+ 352 51 80 96 211
[email protected]
http://www.orthodontiste.lu/
| 22
Siemens Congleton
FINALIST
Country: United Kingdom
Turnover: £44M
Sector: Design & Manufacture of Electronic Drives and also
the provision of sales service and support

2004 - UK Business Excellence Award Winners

2005 – EFQM Excellence Award Finalist and Prize Winner

2007 – EFQM Excellence Award Finalist and Prize Winner
APPLICANT OVERVIEW
Siemens Congleton, based in Cheshire, UK, is an
operational manufacturing unit within the global
Siemens Industry sector Drive Technologies
Division.
Siemens Congleton was originally opened in 1971
and a re-structuring in 1992 led to the
establishment of Siemens Standard Drives which
designs and manufactures electronic Drives (also known as Inverters), and also
provides sales service and support. The site at Congleton currently employs 350
people and our turnover for FY08/09 was £44.0m. In excess of 98% of the products
manufactured are sold into markets outside of the UK. Siemens Congleton’s
responsibility is to manage stock replenishment through a logistics centre in
Nuremberg, Germany.
23 |

Contact person

Mrs. Michaela Lawton-Wallace
Business Excellence Champion

Address

Telephone
E-mail
Website

Siemens Standard Drive, Siemens House
Varey Road
CW12 1PH, Congleton, Cheshire, UK
+44 1260 283723
[email protected]
http://www.siemens.com/
FINALIST
Country: Austria
Turnover: €100M
Sector: Fabricated metal products

2007 - National Quality Award, Prize winner Leadership

2008 - National Quality Award, Award winner

2009 - EFQM Excellence Award, (Recognised for Excellence 5*))
APPLICANT OVERVIEW
In 1998, Worthington Cylinders Corporation acquired the Kienberg, Austria located
business. This business produces
steel cylinders for a variety of
high pressure gas packaging
applications
(oxygen
for
medical, nitrogen for food
processing, etc).
WCA has around 250 active
customers from over 60
countries. The main geographic
market for WCA is continental
Europe with about 70% of sales.
Remaining sales are distributed among the regions of Asia, Australia, North
America, South America, the Middle East, and Africa.

Contact person

Klaus Brugger
Organisational Development Manager

Address

Beim Flaschenwerk 1
3291 Kienberg, Austria

Telephone
E-mail
Website

+43 7385 6060
[email protected]
http://www.worthingtoncylinders.com/
| 24
25 |
LARGE SCOPE
PRIVATE FOR PROFIT
PRIVATE
For Profit
PUBLIC
Not For Profit
LARGE
Scope
SMALL &
MEDIUM
Scope
| 26
VAMED-KMB
PRIZE WINNER IN SUCCEEDING THROUGH PEOPLE
Country: Austria
Turnover: €104M
Sector: Miscellaneous service

2009 - Austrian Quality Award Winner

2008 - Recognised for Excellence 5*

2008 - Austrian Quality Award - Finalist 2008 and Prize of jury 2008
APPLICANT OVERVIEW
VAMED-KMB is responsible for building services as well as for structural
engineering and maintenance of about 48,000 medical-technical devices in the
General Hospital in Vienna. Moreover, it connects about 7,000 calls daily through
the telephone exchange, runs the carpool, supports medical records
documentation and, last but not least, is responsible for waste management,
environmental economics, and energy management. Furthermore, VAMED-KMB
also handles planning and construction of new buildings, extensions, and
renovations. The company also provides facility management services to other City
of Vienna hospitals. This amounts to less than 5 per cent of its total turnover. With
its highly qualified staff and a total turnover of about €103M (2009), VAMED-KMB
is one of Europe’s biggest facility management companies providing technical,
administrative, and infrastructural services.
ROLE MODEL AREA - SUCCEEDING THROUGH PEOPLE
Approach
VAMED-KMB has put in place a strong system for HR planning 3 years in advance of
change and based firmly in their strategy. In consequence they are able to align
the quantity and quality of their people resources directly with strategic needs.
This alignment is reinforced by the existence of an Employee Orientation Platform
and a Leadership Platform, both of which are used to inform all employees about
strategy and align people to the strategic targets of VAMED-KMB; as well as the
more regular and general communication needs between employees and the
leadership team.
27 |
The requirements and capabilities of every employee are defined in job
descriptions and specifications. Job descriptions are reviewed and updated
annually, which represents excellent practice in ensuring that strategic objectives
are always reflected in the day-to-day roles in the organisation and that employees
are clear and up to date about their roles and responsibilities. This is all supported
by a comprehensive and generous approach to training and development; and
employees are encouraged to train on skills outside of their immediate work area
which gives them flexibility over future roles. The employees value this aspect of
training very highly. VAMED-KMB works in partnership with VAMED-AG to identify
high potential employees and future succession needs and these employees are
able to join the VAMED-AG Leadership Development Programme.
The company operates a very open culture in which employees are encouraged to
be involved. This is fostered by such initiatives as shop floor talks, the leaders’
platform, employee advisory board and participating in assessments. There was
clear evidence that changes affecting employees were accompanied by
communication strategies to explain the reason for planned changes. This is
particularly appreciated by the employees.
The company has put in place an innovative staff bonus system which is a blend of
fixed annual bonuses that depend on the overall performance of the company, and
‘share’ certificates which reward individual performance. These share certificates
can have the effect of doubling individual annual bonuses. Again this approach is
very highly valued by employees. The company has also created Club Lifetime to
promote health and lifestyle related activities for VAMED-KMB employees and
their families and friends. This is one way in which VAMED-KMB demonstrates that
it cares for its people beyond work related issues.
Deployment
The Strategic objectives are broken
down to the Competence Centres and
then integrated into the individual
targets for the employees during the
annual appraisal interview. Appraisal
interviews
also
include
the
performance appraisal and are
documented and tracked. There is clear
evidence that this approach is highly valued and used by employees and leaders
alike.
| 28
At the site visit, it was clearly evident that all of the approaches were deployed
extensively, and that employees were extremely satisfied with the improvements
that have been made to their employment conditions over the last few years.
Assessment and Refinement
The approaches described above were all developed as a direct result of
continuous Self-Assessment and through ideas generated within the company in
response to its business needs. Assessment & Refinement is a major strength
throughout the company, and is particularly well illustrated within VAMED-KMB’s
dealings with its employees
Impact on performance
VAMED-KMB has a well-motivated workforce. As a consequence of these
approaches and their extensive deployment, VAMED-KMB enjoys a strong and
happy relationship with its employees. In turn, this clearly impacts on the
performance of the company, particularly relating to their customer and key
performance results as they are able to retain highly skilled staff in a competitive
employment marketplace.

Contact person

Address

Telephone
E-mail
Website

29 |
Mag. Sabine Kern
Head of Competence Centre Operations
Management, Organisation development and EFQM
Spitalgasse 23
1090 ViennA, Austria
+43(0)140400-9745
[email protected]
http://www.vamed.com/
Robert Bosch Fahrzeugelektrik Eisenach
FINALIST
Country: Germany
Turnover: €450M
Sector: Electronic & other electric equipment

2008 - German National Quality Prize Winner
APPLICANT OVERVIEW
Robert Bosch Fahrzeugelektrik Eisenach GmbH was formed in 1990 as an
independent private limited company, a fully-owned subsidiary of Robert Bosch
GmbH and it belongs to the business sector Automotive Technology. Within this
business sector it is a production
plant of the division Gasoline
Systems. It produces sensors and
different
components
for
injection and safety systems as
well as for engine management
and transmission control in the
plant.
It contributes to the success of its
customers with its innovative,
high-quality
products
and
services, backed up by a flexible , competent and reliable group of employees.
Besides its external customers – every well-known automobile manufacturer
worldwide – the Plant has other business units in Bosch as both internal customers
and development partners, all of whom are important for decisions and progress in
securing the future of the Plant.

Contact person

Catrin Stein
Project Leader EFQM

Address

Robert Bosch Allee 1
99817, EisenacH, Germany

Telephone
E-mail
Website

00493691/642120
[email protected]
http://www.bosch.de/
| 30
31 |
SMALL AND MEDIUM SCOPE
PUBLIC NOT FOR PROFIT
PRIVATE
For Profit
PUBLIC
Not For Profit
LARGE
Scope
SMALL &
MEDIUM
Scope
| 32
Bradstow School
PRIZE WINNER IN LEADING WITH VISION, INSPIRATION & INTEGRITY AND
Turnover: €6M
Sector: Education
2009 – EFQM Excellence Award, Finalist & Prize Winner in
Customer Focus
APPLICANT OVERVIEW
Bradstow is a unique and distinctive Residential Special School situated in fourteen
acres of parkland, in Broadstairs, Kent. It provides living and learning opportunities
for fifty-two students aged from 5 to 19 years, who experience Autistic Spectrum
Disorders and/or Severe Learning Difficulties, and with a focus upon the most
complex and behaviourally challenging needs. Some of our students have been
excluded from other special schools, and some refused admission to the latter, on
the basis of the severity of their disabilities. Often there is a breakdown in home
conditions as parents struggle to cope with the difficulties demonstrated.
Bradstow is oriented to
meeting the needs of a
single customer group of
students and families,
although the day-to-day
work is with students.
There are a significant
number of stakeholders
with an interest in our
overall performance: in
addition to Wandsworth
Borough Council, the
most important are the
referring Local Authorities, relevant social services departments, the DCSF, OFSTED
and elements of the National Health Service.
33 |
ROLE MODEL AREA - LEADING WITH VISION, INSPIRATION & INTEGRITY
Approach
Bradstow School has a truly inspirational leadership team. The dynamic and
visionary Head teacher Bert Furze leads with a special and “infectious” style which
is embraced, lived and mirrored by his professional and dedicated senior
management team.
The leaders are totally focussed on the purpose and direction of the school, to
implement care and educational methods using the latest thinking on Autism and
Severe Learning Difficulties. To use the Head teacher’s words: “We have a laser like
focus on the individual needs of every student”. The Vision and Mission “Living and
learning together” and “To maximise the life opportunities of all pupils” has been
created by the whole school team and is lived throughout the school.
Despite the enormous challenges faced by the leadership team at Bradstow School,
they have created a school with an atmosphere of trust where people are
encouraged and do have fun while carrying out the most highly professional job.
Deployment
The Mission and Vision and culture they have created permeates throughout the
organisation, there is constant two way communication through “ra ra”sessions
recognising staff, weekly whole school assembly recognising students and walking
the job. The example they set is highly visible and plain to see.
Leadership in Bradstow School doesn’t stop with the managers; it permeates deep
into the organisation. It is recognised that leadership should be instilled into people
at many levels. For example, when a crisis occurs and an intervention is required, it
is quite normal for the member of staff who is on the spot to lead, irrespective of
the management level (including the Head teacher) of others who are called to
help.
Feedback from the staff at all levels throughout the organisation is that the
management team lead by example. Not only was this experienced by the EFQM
Assessor team in face to face sessions, but the annual people perception survey
mirrored those findings.
The leadership style and culture created in Bradstow School is pervasive
throughout the whole organisation and there is absolutely no doubt, as confirmed
| 34
by the outstanding OFSTED report, that this Leadership ethos is the catalyst for the
tremendous achievements of the school.
The improvements and innovations introduced by the leadership team, for
example through the “Gentle Teaching Framework,” have been excellent in moving
Bradstow School forward from a position of potential closure a number of years
ago to one today where the school is recognised by others, e.g. parents and
OFSTED, as being excellent in its field.
Approach
Bradstow School has a strong culture of openness and participation amongst the
staff and students. There is a well-developed recruitment process involving the
highly dedicated Board of Governors and a thorough induction programme of 2-3
weeks to ensure people have the right skills and knowledge for their very specialist
roles.
Deployment
Each employee, in both the educational and care sections, has a clearly defined
career path, supported by a well-defined training plan. Targets at individual level
are set for each employee, cascaded down from Bradstow School strategy and
reviewed each school term as well as yearly with the line manager. Leaders
encourage people to take responsibility for their own development and actively
support them to achieve their plans and targets, e..g. degree level training where
appropriate
35 |
Staff at all levels is involved in improvements and encouraged to make positive
contributions and suggestions. People work in an atmosphere of trust and are
motivated and empowered to make decisions. They are organised in interdepartmental teams in order to maximise students’ performance.
There are many different communication channels, e.g. “ra ra” sessions and weekly
whole school assemblies, to ensure information and best practices are shared
within Bradstow School.
The people satisfaction survey across a wide range of indicators shows very high
satisfaction levels.

Contact person

Mrs Marilyn Jones
School Business Manager

Address

34 Dumpton Park Drive
Broadstairs - CT10 1BY, United Kingdom

Telephone
E-mail
Website

+44 1843 862123
[email protected]
http://www.bradstow.wandsworth.sch.uk
| 36
Olabide Ikastola
PRIZE WINNER IN ADDING VALUE FOR CUSTOMERS AND
Country: Spain
Turnover (operating budget): €9M
Sector: Education

2005 - Basque Government Silver Quality Award

2008 - Basque Government Quality Award Gold
APPLICANT OVERVIEW
Assessing is always positive, and in the “Ikastolas” they are convinced of it. The
primary purpose of understanding Assessment should be to drive improvement,
and that’s what they aim to do, because you cannot improve something that has
not been assessed. This is what they try to transmit to their students and
colleagues. That’s why they agree on the idea of assessing their organisation. It
gives credibility in front of their customers, and even more if it is done at a
European level.
Olabide Ikastola Sociedad Cooperativa, is a Basque school run as a family
cooperative. It is a not-for-profit private school, part-funded (grant-aided) by the
Basque Government. Olabide
is located in the city of
Vitoria-Gasteiz, the capital of
the Basque Country, an
autonomous region of Spain.
The school, founded in 1963
to
educate
in
and
disseminate knowledge of
the Basque language and
culture, is maintained by a
collective of parents who, as
members of the cooperative, are both customers and owners of the school whilst
they continue to enrol their children in Olabide. The school offers Infant Education
37 |
(IE, 2-year-olds) through to Upper Secondary Education (USE, 16 to 18-year-olds).
They currently have 1,534 pupils.
ROLE MODEL AREA - ADDING VALUE FOR CUSTOMERS
Approach
Olabide have a deep and close relationship to the defined customer groups (pupils
and parents), engaging them in the governance structures through meetings,
individual interviews and surveys. Customer needs and expectations are
anticipated, considered and implemented by people and management through
dedicated processes and improvement teams.
Some of these approaches are innovative, for example the inclusion of Pupils on
the Steering Committee and Parent classroom representatives.
Identifying and utilising possible subsidies and funds, and conservative budgeting
over the years has allowed the comprehensive high level education of the pupils at
fair and comparatively low fees for the families. This in turn leads to a very high
overall level of satisfaction from parents and pupils with Olabide, despite their
critical but constructive engagement in the many issues the school faces.
Deployment
The passion to deliver excellence for the customers is throughout the school and is
evidenced by everything that is done. All improvements, changes and actions are
undertaken with the aim of increasing value to the customer and of improving the
customer experience.
Olabide is continually reviewing its overall package of services to understand how it
can add value for the customer and it is now delivering services far beyond legal
requests or conventional offers (transport, canteen, extracurricular activities, and
exchange programmes).
The best-in-class educational results are proof of the on-going work and dedication
of having excellent teaching processes and methods which are regularly reviewed
with customer input. In addition there is a year on year trend of over subscription
to enrol in the school.
| 38
Approach
Olabide promotes continuous improvement and the potential and active
involvement of its people is maximised through a culture of trust, openness and
empowerment. This is reflected in various, well appreciated ways, such as process
management participation, training, recognition and improvement and suggestion
systems. People are active and enthusiastic participants in improving the quality of
the school.
Some approaches are innovative. For example, there is an opportunity for
managers to opt out of the management team and another staff member is
democratically elected to join the
management team
Deployment
The
Deployment
of
people
approaches is systematically done
and implemented in all areas after
piloting them if necessary.
Assessment and Refinement is
continuously performed through the management system and leaders are engaged
and committed to improving the school. People satisfaction surveys have been
conducted at Olabide regularly for 10 years and have been reviewed.
The overall degree of people satisfaction and the degree of satisfaction with the
work being done has reached the best-in-class value for the last 4 years. In
addition, this approach has engendered great loyalty and pride in staff who choose
to remain with the school. Key results are improving and there is a clear link
between these results and the efforts made by staff to ensure the school continues
to be successful and in maintaining the image of Olabide as a role model in the
local society.
39 |

Contact person

Nalcolm Davidson
English Teacher

Address

Carretera Lasarte s/n
01007 Vitoria-Gasteiz, Spain

Telephone
E-mail
Website

+34 945011963
[email protected]
http://www.olabideikastola.com/
Domino-World
FINALIST
Country: Germany
Turnover: €18M
Sector: Health Care

2002 - Recognised for Excellence

2008 - German National Quality Award Winner
APPLICANT OVERVIEW
Domino-world provides geriatric
caring services. As a company it
forms part of the German Health
Care sector. Every single day,
500 employees look after 1.200
elderly people in need of nursing
in 11 ambulant, residential and
partially-residential facilities in
Berlin
and
Brandenburg
(providing both nursing at home,
and in-patient nursing).
It is a Charitable Society with the full name of “domino e.v. Gesundheits- und
soziale Dienste.” (Domino Healthcare and social services association). It is a
member of “Deutscher Paritätischer Wohlfahrsverband” thereby forming part of
what is called the “Liga der Freien Wohlfahrtspflege Deutschland”, a union of all
German charity associations.

Contact person

Dr. Petra Thees
Managing director

Address

Karl-Marx Str. 84-86
16547 Birkenwerder, Germany

Telephone
E-mail
Website

03303/293760
[email protected]
http://www.domino-world.de/
| 40
41 |
LARGE SCOPE
PUBLIC NOT FOR PROFIT
PRIVATE
For Profit
PUBLIC
Not For Profit
LARGE
Scope
SMALL &
MEDIUM
Scope
| 42
PRIZE WINNER IN NURTURING CREATIVITY & INNOVATION AND
PRIZE WINNER IN LEADING WITH VISION, INSPIRATION & INTEGRITY
Country: Russia
Turnover: €14M
Sector: Higher education

2005 - Russian National Quality Award

2008 - EFQM Excellence Award, Finalist
APPLICANT OVERVIEW
Stavropol State Agrarian
University (SSAU) is a
federal state educational
institution
of
higher
professional
education
situated in the Southern
Federal District of the
Russian Federation in the
town of Stavropol. The
founder of the University is
the Ministry of Agriculture
of the Russian Federation.
SSAU is a multi-branch
educational, scientific- innovative and socio- cultural centre: there are 11 faculties,
90 innovative structural divisions, a public catering complex, scientific – production
centre, sport and health improving complex. The training is undertaken through 55
programmes of higher professional education. Over 13,500 students study at the
University. There are 1,429 staff in the University and of these, 649 are teaching
staff.
ROLE MODEL AREA – NURTURING CREATIVITY & INNOVATION
Approach
SSAU uses an integrated business model with a clear rationale, strong focus on
stakeholder needs, and refinements being embedded over time. It consists of an
“innovation engine”, an element for scientific/innovative value definition at its
43 |
core, with respective results a) being used to continuously improve educational
value creation processes, and b) being economised (with partners and/or forward
integration) directly (e.g. start-up companies ex business incubator) or indirectly
(e.g. fees from licensing/selling intellectual property). This concept is recognised,
understood and appreciated by all stakeholders of SSAU.
Consistent with the approaches to
Leading with Vision, Inspiration &
Integrity and Succeeding with People,
SSAU is constantly looking to improve,
and to innovate. Learning, creativity
and innovation comes from all parts of
SSAU, and ideas are generated on a
regular basis.
SSAU uses state of the art approaches
to innovation complex management and international complex management. The
scientific/innovative portfolio is defined annually as part of the business planning
process and is reviewed on a regular basis.
With the Business Incubators initiative, SSAU proves its ability to create new
services to increase value for stakeholders, in particular for enterprises and society
at large.
One of the strengths of SSAU is, in addition to the integrated and well-tuned
business model, the degree of integration between all their approaches. The
linkage between required functional skills and behaviours, competencies, training,
review of objectives, strategic key outcomes and performance indicators, and
recognition of people, is highly visible.
SSAU’s overall approach to a customer, and creation of economic and social value
oriented innovation management is a significant strength.
Deployment
SSAU customers and partners, e.g. students, teachers, staff, enterprises, and other
stakeholders are involved in the development of new and innovative products,
services and experiences for both existing and new customer groups. SSAU
achievements in national and international contests and its successes in receiving
grants and funding support this statement.
| 44
Nurturing creativity & innovation is deployed through three principal mechanisms
which are all-embracing and complimentary.
The first of these mechanisms is defining value at the core of the business model,
at the many scientific/innovative labs, by solving practical problems of enterprises,
or by fulfilling orders of Ministries.
The second deployment mechanism is the use of the scientific/innovative value to
define and/or improve content of educational value creation process.
The third mechanism is the economisation of the scientific/innovative value, by
start-up companies or from licensing/selling intellectual property.
SSAU’s management system, including at corporate level more than 100 key
outcomes and performance indicators, allows for a systematic assessment and
refinement. SSAU has implemented a strong structured approach to involve all core
processes, in particular scientific/innovative core processes, innovative labs,
faculties and departments in reviewing the segmented results and developing
subsequent action plans to further improve its scientific/innovative potential.
The success of SSAU in realising better than expected outcomes is as a result of this
highly individualised and focused approach to creativity & innovation. This is one of
the key factors that distinguishes SSAU from other universities. The approach and
deployment reflects very favourably in the key strategic outcomes and
performance indicators.
As a result of these role model actions SSAU has been rated since 2005 as the
"leading" agrarian university for the whole Russian federation.
ROLE MODEL AREA – LEADING WITH VISION, INSPIRATION & INTEGRITY
Approach
SSAU leadership approaches have been developed over time, providing solutions
for the local needs of the students, employers & society as well as the teaching &
other staff. These approaches are all demonstrated by strong involvement of top
leaders, in particular the Rector. Almost all leaders are involved with the annual
revision of the Mission, Vision and Values and they actively present and explain the
improvements to the representatives of the divisions which provides an
opportunity for further cascading. Their high involvement initiative includes
presenting & explaining the system of Values at the meeting with the participation
45 |
of representatives of divisions as well as organising an annual contest regarding
“Behaviour demonstrating values”.
The leaders are also gathering & formulating requirements and expectations’ of the
employees, based on the aims and tasks of the organisation as a whole. This is
deployed through leaders’ regular meetings with different teams.
For encouraging the
improvement of the
educational level and
employees’ professional
qualification the SSAU
leaders provide various
opportunities,
e.g.
improvement inside the
University,
mobility
programmes
for
teachers and support
personnel
both
at
Universities and Russian
and foreign enterprises.
There are also a variety of approaches where SSAU leaders provide help, support
and promote people, e.g. to realise their professional plans, and preferential terms
for studies at the postgraduate and doctorate courses.
Given the very positive achievements in its employee perception results, as
evidenced in the employee survey outcomes, the approaches that have been
implemented are clearly viewed as quite effective by the staff .
As a consequence of strong leadership commitment, the SSAU people are highly
involved in the life of the University as well as a wide range of business
improvement activities, including environmental and social activities.
There are several good examples of successful changes in the organisation. The
SSAU leaders understand the internal and external drivers of the organisational
change through the planning cycle and market intelligence.
Deployment
SSAU leaders demonstrate every day that they believe in utilising the EFQM Model
principles as their main philosophy. As a result of the policies and plans
implemented, all SSAU people feel empowered and motivated. SSAU has
| 46
established a culture of high & efficient implementation which the Assessor team
witnessed at all levels.
SSAU has implemented a structured approach to deploy and review objectives,
performance and processes, and to define, agree and prioritise areas for
improvement.
These approaches have been assessed and reviewed especially through the
implementation of the EFQM Model. Assessors have seen that feedback reports
are taken up and SSAU tries to define & implement improvement actions for all the
issues identified. During the last years, improvements have been evident, the
leadership culture is now deployed and can be seen through the leaders showing
successful implementation in a quite difficult academic environment.
For several years a comprehensive set of results, key outcomes and performance
indicators has been used. The approaches throughout the EFQM Model are
implemented with leaders enabling the SSAU results driven structure. Hence most
of the results can easily be identified with leaders support and involvement in
achieving them.
SSAU is evidencing positive trends or sustained good performance for most
customer, people and key results, including the leadership related results.
47 |

Contact person

Address

Telephone
E-mail
Website

Galina Dub
Manager of the Education Quality Management
Centre
12 Zootehnicheskiy ave
355017, Stavropol, Russian Federation
+7 8652 357786 or +7 8905 4657922
[email protected]
http://www.stgau.ru/
Eskişehir Maternity and Child Illnesses Hospital
PRIZE WINNER IN LEADING WITH VISION, INSPIRATION &
INTEGRITY
Country: Turkey
Turnover: €7M
Sector: Health care

2005 - National Quality Award, Finalist

2006 - National Quality Award, Winner

2008 - EFQM Excellence Award, Prize Winner
APPLICANT OVERVIEW
Eskişehir Maternity and Child
Illnesses Hospital was founded
in 1948 in the central town of
Eskişehir. In 1986, the hospital
was moved to the new facilities
in which it is still working. It is a
public hospital working under
the name of the Ministry of
Health and bounded to that
Ministry.
It has 250 official and 350
actual bed capacity. The
hospital has 498 employees including 338 permanent and 160 outsourced staff. Its
quality policy is to offer services to the customers beyond their expectations in the
field of maternity and child illnesses and to improve the service quality level by
supporting its employees with continuous training and motivation activities. Its
Mission is to treat mother and child illnesses, to guide society in this field and as a
result to help the growth of healthy generations in Turkey.
| 48
ROLE MODEL AREA – LEADING WITH VISION, INSPIRATION AND INTEGRITY
Approach
Top Management understands the key business drivers and balances the needs of
the organisation and its stakeholders through the introduction of Business
Excellence in the hospital's daily management. The Hospital's leaders disseminate
the culture of excellence inside the organisation and inspire the people with the
excellence culture, in order to achieve the organisation's present and future goals.
Business Excellence fundamental concepts, top management inspiration, and a
culture of excellence are the core drivers of the hospital's success and of customer
satisfaction.
The
organisation's
management knows how to
take profit from Business
Excellence feedback reports
in order to enhance the
hospital's
performance,
valuing
personnel,
commitment and skills, and
finally,
customer
satisfaction.
The performance of the organisation makes it a role model hospital and its top
manager an important stakeholder of the Ministry of Health to improve the
region's health system.
Deployment
The hospital's personnel work as a unified team whose members are committed to
ethics (preservation of patient secrecy and rights, care of children of other
hospitals from poor families and without parent(s), assistance to people without
social security, helping them to apply for it, working with love), as well as to the
hospital's core purpose, objectives, and general improvement. The employees
understand the organisation's key business drivers and take individual decisions in
this direction (nurses establish improvement initiatives to achieve present and
future objectives, after asking patients to identify the additional expectations they
could have), while they participate in strategic planning meetings and in monthly
meetings.
49 |
The dissemination of a culture focussing on patient rights and satisfaction supports
the generation and the development of new ideas and new ways of thinking to
encourage innovation, organisational development, and a mutual trust among the
employees, both vertically and horizontally.
The leaders are dedicated to championing the hospital's Values and act individually
as role models for integrity, social responsibility, and ethical behaviour. Leaders
believe that smiling makes customers happy and employees more productive,
while loving humans makes the hospitals and the activities of its people highly
beneficial for the customers.
All the employees make sound and timely decisions based on the information
gathered by daily discussions with the patients. For example, babies born
prematurely are cared for in a different building to those born normal to have more
space and better care; the number of rooms with one or two beds has increased; a
school class with two dedicated
teachers is available to assist
the children in the courses of
their school.
Systematic reviews have shown
that trust is spread throughout
all the organisation's people in
both top-down and bottom-up
directions; the management
being confident of employee
abilities and people recognising
the inspiration of their top management and the orientations provided by the
leadership.
Free speaking and free circulation of ideas allows for a continual brainstorming
involving all personnel of all levels and specialities that enhances the culture of
involvement, empowerment, and accountability.
Peoples’ culture and commitment are the competitive and sustainable advantage
of the hospital, making it confident of retaining its personnel and thus minimising
turnover.
| 50
The impact of such behaviours is obvious on the two main performance indicators
of the Hospital: patient satisfaction and employee satisfaction. Results in both
domains are at a very high level (above 90%) and show positive mid-term trends.
It is also clear that this hospital is now considered as a role model organisation by
local and National Public Health Authorities, and has become a key asset for the
Ministry of Health to improve the health system in this region.

Contact person

Mr. Mesut DOGAN
Quality Coordinator

Address

Telephone
E-mail
Website

YENIDOGAN MAH. SEHIT SERKAN OZAYDIN
CAD. YUVA SOKAK NO: 6
26060 Eskişehir, Turkey
00905052157512
[email protected]
www.sbesdogumevi.gov.tr
51 |
FINALIST
Number of employees: c. 2500
Turnover: c. €200M
Sector: Higher education

2008 - UK Excellence Award, Winner

2009 - EFQM Excellence Award, Finalist
APPLICANT OVERVIEW
Since becoming a university in 1992, LJMU has grown substantially, in line with the
policy of successive governments,
to extend the scope and
accessibility of higher education in
the UK. From around 8,000
students in 1988, LJMU now has
24,442 students studying across its
6 faculties. 2,590 people are
employed with approx. €185m
annual turnover.
As
an
independent
Higher
Education Corporation, LJMU is
funded primarily by Government via the Higher Education Funding Council for
England (HEFCE) core grant.

Contact person

Mr Paul Evans
Director of Business Excellence

Address

Egerton Court 2 Rodney Street
Liverpool - L3 5UX, UK

Telephone
E-mail
Website

+44 151 231 3338
[email protected]
http://www.ljmu.ac.uk
| 52
Osakidetza - Comarca Gipuzkoa Ekialde
FINALIST
Country: Spain
Turnover: 74.5 million Euro
Sector: Health care

2003 - Basque Quality Award

2006 - Basque Quality Award

2007 - EFQM Excellence Award Finalist
APPLICANT OVERVIEW
The full name of the organisation is
Osakidetza – Comarca Gipuzkoa
Ekialde, hereinafter referred to as
COMARCA. Comarca is one of the 7
Basque Country Primary Healthcare
Districts which, together with 26
hospitals, jointly make up Osakidetza.
Osakidetza is a Public Entity, subject
to Private Law, belonging to the
Basque Government. The central
office is located in Donostia-San Sebastian.
Comarca operates within the health sector, forming part of the autonomous public
health network of the Basque Country and of the Spanish state. The organisation
represents the first level of access to primary healthcare for the citizens of his
catchment area: 20 municipalities, with a total population of 461,611.

Contact person

Elixabete Esparza García
Quality Manager

Address

Avenida Navarra 14
20013 Donostía-San Sebastián (Gipuzkoa) Spain

Telephone
E-mail
Website

+34 943006448
[email protected]
http://www.ekialde.net/
53 |
LEVELS OF EXCELLENCE
The EFQM Levels of Excellence has been created to motivate and encourage
systematic improvement, helping organisations attain the highest levels of
Excellence through their use of the EFQM Model. It also provides a focus for
benchmarking and learning. The attained maturity in excellence impacts all
organisational stakeholders – people, suppliers, customers and society.
Organisations may apply for whichever of the three distinct levels they think is
most appropriate for their ambition.
Recognised for Excellence offers a way to chart your
progress towards improving your competitiveness through
Excellence. It is designed for organisations that are well on
their way to Sustainable Excellence. These organisations, or
organisational units, have experience in implementing
Excellence concepts and Management Frameworks. For
applicant organisations, it offers the benefits of a structured
approach to identifying organisational strengths and areas for
improvement from an external point of view. This scheme
recognises the successful efforts that organisations have
made to implement good practice and, organisations can be
recognised at different levels., i.e. 3 star, 4 star or 5 star
recognition.
Committed to Excellence helps organisations to create
passion and commitment amongst internal stakeholders to
generate the necessary momentum for developing a culture
of continual improvement. It is designed for organisations, or
organisational units, that are at the beginning of their journey
to Excellence. For applicant organisations, Committed to
Excellence provides them with a practical and simple way to
use the EFQM Excellence Model and RADAR logic to build on
their knowledge of the organisation’s strengths and areas for
improvement and commit to making improvement happen.
These two EFQM recognition levels are offered at a local level by our Partners
across Europe as a way to stimulate and accelerate the quest for Excellence in local
or regional environments. It is only delivered by the EFQM itself for its member
organisations when an international dimension is added.
| 54
RECOGNISED FOR EXCELLENCE 5-STAR
Between August 2009 and August 2010, the following organisations achieved Recognised
for Excellence 5-Star.
Aknar PF – Kazakhstan
Aknar PF is one of largest enterprises in Kazakhstan of production of broiler chicken meat. It
produces more than 20 types of product: chicken meat, semi-prepared foods and byproducts, which have wide popularity in Kazakhstan.
Autoridad Portuaria de Castellón – Spain
Autoridad Portuaria de Castellón is one of the most important Spanish harbours,
strategically situated on the Eastern Mediterranean coast in Castellón. The Port of Castellón
provides nearly 5 kilometres of dock front, a depth of 16 metres in the harbours and a
logistic platform totalling 840 hectares
Azienda Unità Sanitaria Locale 7 – Siena – Italy
The “Azienda Unità Sanitaria Locale 7 – Siena” was established in January 1995, and reunites
the management of health services. Both local hospitals were previously provided by four
former Local Health Authorities in the province of Siena.
Bandar Imam Petrochemical Company BIPC – Iran
One of the largest industrial establishments in the Islamic Republic of Iran, it is located on
the northwest coast of the Persian Gulf.
BSH Home Appliances – Belgium
In 2002 in Belgium as a BSH subsidiary founded by the existing household electrical divisions
of Robert Bosch and Siemens Home Appliances Belgium.
Cairngorm Mountain Ltd – United Kingdom
In the heart of the Cairngorms National Park, the UK’s highest award winning mountain
railway, exhibition & restaurant provide year round inspiration, adventure and fun for
everyone, no matter what age or physical ability.
Caja Madrid – Spain
Caja Madrid is Spain’s fourth largest banking group, comprising of banks, brands,
subsidiaries and part-owned companies covering all areas of the financial business sector. It
is the oldest of the Spanish savings banks (founded in 1702).
CCI du Gers – France
The Chamber of Commerce in Gers is the first in France to achieve the 5 star R4E Level of
Excellence. The CEO has used the EFQM approach to develop a business model which
integrates Sustainable Excellence and a specific score card of the French CCIs. Through these
5 stars R4E, CCI du Gers shows a new way of excellence.
Central College, Glasgow – United Kingdom
Central College, formerly Central College of Commerce, is a college situated in the centre of
Glasgow. The college has links to universities such as Caledonian and Glasgow University and
provides courses such as Business Studies, Information Technology and Health, Hair and
55 |
Beauty, Legal Studies (which can provide a direct access to the LLB law degree) and
accountancy.
Chichester Collegue – United Kingdom
Chichester College is a college of further education in Chichester, England, and it also has a
250 hectare campus at North Heath near Pulborough, Brinsbury Campus, for agricultural,
horticultural and equestrian studies. It is a member of the 157 Group of high performing
schools.
Coca Cola İçecek A.Ş.
Coca Cola İçecek A.Ş. is an outstanding regional company within The Coca-Cola company
with respect to quality, volume and profitability operating in a geography encompassing
Southern Eurasia and the Middle East. They operate in potential growth markets with
growing economies, and young demographics.
Colegio Internacional SEK-El Castillo (institucion Edu.SEK)
Family educational institution not linked to any religious, political or economic group. Its
commitment is to develop a training action quality within the framework of its charter and
its educational principles..
Colegio Vera Cruz Aranda de Duero – Spain
Colegio Veracruz de Aranda de Duero is a private- concerted SAMULI, IS “CONCERTED” THE
CORRECT WORD? school sited in Burgos. Its educational activity is based on a pedagogy that
is open, flexible and constructive and which adapts to the needs of students and
incorporates educational innovations that educational quality demands.
Edenred Turkey
Edenred, global leader in service vouchers and cards, provides solutions designed to
enhance individual well-being and performance of organi\ations. Edenred Turkey, with its
leading products Ticket Restaurant, Ticket Compliments, Ticket Service, Ticket Plus and Red
Club, serves 330.000 people, 14.500 private and public companies.
ESSILOR/ Site de SOFI- Mexique – France
ESSILOR SOFI plant is a model for the other ESSILOR plants. Its 5 star R4E Level of Excellence
is the result of commitment of the mobilisation of all the Mexican and French personnel at
all levels.
Through sharing of EFQM concepts (a clearly designed and understanding vision,
mobilisation and partnership with all the staff,) and using Self-Assessment as " the change
engine", the plant management in accordance with the ESSILOR business -EFQM manager,
reaches a high level of commitment and Sustainable Excellence.
Hull Collegue – United Kingdom
Hull College is a high performing Further Education College in Hull, England. The enrollment
of around 28,000 students (2005/06) makes it one of the largest schools of its type in the
United Kingdom. It is a member of the 157 Group of high performing schools.
Ibercaja – Spain
Ibercaja is a medium sized savings bank and, with its headquarters located in Zaragoza, it
has over 1000 offices throughout Spain. It is ranked 13th in the Spanish financial system and
the seventh among the savings banks of client resources and loans
| 56
ILEP e.V.- Germany
ILEP is a federation of autonomous anti-leprosy non-governmental organisations, that
support medical, scientific, social and humanitarian activities for the relief and rehabilitation
of persons affected by leprosy. Their approach is holistic and based on the human rights of
all those affected by this disease
Institute “Giprokoks” – Ukraine
The Institute “Giprokoks” was founded in 1929. Institute “Giprokoks” is the leading design
agency in Ukraine and CIS countries in the coke oven and by-product industry and is a worldfamous engineering company.
Institute “Gomelproect” – Rep. of Belarus
Institute “Gomelproect” is the basic organisation of the Republic of Belarus for
implementation of quality management systems according to ISO 9000 and base
organization for automation of design work.
Instituto de Gestão da Segurança Social, I. P. – Portugal
Created on April 1, 1977 , under the Ministry of Labour and Social Solidarity, the Office of
Financial Management of Social Security, IP ( IGFSS ) is a public institution within the
administration of indirect rule, endowed with administrative and financial autonomy , Legal
personality and own patrimony.
Interserve Project Services Ltd – United Kingdom
Interserve Project Services is a significant player in the construction market – both in the UK
and on the international scene through established, expanding operations across the Middle
East. From its Birmingham, England headquarters, the company employs over 2,600 people
in the UK via an office network that stretches from Scotland to the south coast.
Lizarra ikastola – Spain
Lizarra Ikastola is a mixed school founded in 1970 and located in Navarra. It currently has
over 700 students, offering education from 0 years to 16.
Medizinische Radiologie LK St. Pölten – Austria
The Institute of Medical Radiology, as part of the “Landesklinikum St. Pölten” hospital, offers
a complete service including diagnostic imaging and interventional therapy.
Red Eléctrica de España, S.A. – Spain INSERT PAGE BREAK TO KEEP TITEL WITH TEXT BELOW
Red Eléctrica de España was the first company in the world to be dedicated exclusively to
power transmission and the operation of electrical systems and currently, it holds a position
of leadership in these activities.
Republican Unitary Enterprise Byelorussian Steel Works – Byelorrussia.
Republican Unitary Enterprise Byelorussian Steel Works. The plant was built and erected on
a “turn-key” basis by foreign companies, which, among others, included such firms as VoestAlpine (Austria) and Danieli (Italy).
Ricoh Europe Supply Chain Management (RESCM) – Netherlands
Ricoh is dedicated to providing state-of-the-art document production and sharing for a
mobile workforce. For industry, Ricoh provides new ideas and solutions that enable the
creation of high performance, energy efficient and environmentally friendly products for
today and the future.
57 |
Robert Bosch AG Diesel Systems Hallein – Austria
Bosch products from Hallein have a leading position on the world market. They are used for
large diesel engines. These generate electricity, for instance, in locomotives, on ships and in
the off-shore sector, or are used to drive locomotives, ships or special vehicles
Royal National Lifeboat Institution – United Kingdom
The Royal National Lifeboat Institution (RNLI) is a charity that saves lives at sea around the
coasts of the United Kingdom, Ireland, the Channel Islands and the Isle of Man, as well as on
selected inland waterways.
S.A.M.U.R. Protección Civil Madrid – Spain
S.A.M.U.R. Protección Civil Madrid was launched by the city council in 1992 with the aim of
quickly and effectively resolving health emergencies that occur on public roads within the
municipality of Madrid. SAMUR teams, composed of doctors, nurses and emergency
technicians, perform more than 120,000 operations annually.
SCLE-SFE Tolouse & Marseille – France
SCLE-SFE a subsidiary of GDF -SUEZ, has about 450 people, and its activity is focused on
railway signalization and regulation. The leader of this company has a personal commitment
towards quality, sustainable development and HR management. All decisions, all actions, all
staff and management attitude are oriented towards Sustainable Excellence, and design
from Vision and Company Values.
SE “Krivbasstandartmetrologaya” – Ukraine
State Enterprise “Krivbasstandartmetrologya” is the territorial body of the State Committee
of Ukraine for Technical Regulation and Consumer Policy, which provides realisation of the
State policy in the sphere of standardisation, metrology, certification and consumer rights
protection.
Servicio de Gestion y Recaudacion Tributaria Diputacion de Jaen
Servicio de Gestión y Recaudación Tributaria de la Diputación de Jaén founded in 1988 by a
decree which establishes a new local tax field, and with the conviction that only good
management and subsequent recovery of local taxes can sustain a proper level of municipal
activity.
Seur Operaciones, S.A. (SEOPSA) MAD – Spain
Seur España Operaciones, S.A., is the organisation that realises the activity of the transport
of SEUR Group, a leading company in Spain in urgent transport. It has the fleet of deliveries
and withdrawals of major capillarity in the sector, with a wide range of services.
SIRTI S.P.A. – Italy
Sirti installs networks, base stations for satellite links and wireless communications systems.
It also constructs traffic control and signaling systems for highways and railways, installs
power transmission and distribution lines for electric utilities, and produces software for
network management.
Soc. Coop. de Enseñanza San Cernin – Spain
Sociedad Cooperativa de Enseñanza San Cernin, is one of the first cooperatives of education
of Navarre that was created in the year 1974 by the religious French order of The Asuncion.
| 58
State University of Management – Russian Fed.
The State University of Management is one of the largest state higher education
establishments of Russia, specialising in training managers
SUE “ Vodokanal of Saint-Petersburg” – Russian Fed.
SUE “Vodokanal of St.Petersburg” provides drinking water to the population of 4,568,000
people as well as to the companies and organisations of the city.
Sum City Bureau of Technical Inventory
The utility company “Sumy City Bureau of Technical Inventory” has been operating for more
than 60 years and its main activity is technical inventory and registration of possessory rights
for immovable property objects
Sussex Probation Area – United Kingdom
Sussex Probation Area is one of 42 probation areas in England and Wales forming part of the
National Offender Management Service (NOMS). SPA’s overall aim is to reduce re-offending
by, and protect the public from, offenders. A total of 456 staff are employed across locations
in East and West Sussex
T-Systems Multimedia Solutions – Germany
T-Systems Multimedia Solutions offers consulting, solutions and expertise in the field of new
technologies.
Tulchinka.RU – Russian Fed.
Tulchinka is the largest producer of butter and spreads in Russia. It is part of a large agroindustrial holding company, called Terra Food, one of the largest industrial and commercial
holdings in Ukraine.
Universidad Miguel Hernández de Elche – Spain
Universidad Miguel Hernández de Elche is a public University created in 1996. It has its
headquarters in the City of Elche and is structured in 4 university campuses, all of them in
the province of Alicante.
Universitat Jaume I
Universitat Jaume I is currently the leading higher education and research centre in the
north of the Valencian Community and it is continually seeking to enhance the social,
economic and cultural development of the society
VAMED – KMB – Austria
VAMED combines professional consultancy, project management, financial engineering and
management know-how to secure the enduring success of our projects and satisfaction of
our partners-worldwide.
West Lothian Council
West Lothian Council has for over 5 years embedded the principles of EFQM in all its services
including education, social work, housing, economic development and transport. There is an
ethos throughout the council of serving the customer and a commitment to continually
innovating to drive up customer service at affordable cost based on fact and an
understanding of what is important to the customer.
59 |
Between August 2009 and August 2010, these organisations have achieved Recognised for
Excellence 4-Star.
Austria

Allgemeines Krankenhaus der Stadt Linz

ÖWS - Österreichische Wertpapierdaten Service GmbH

Volkshochschule Bregenz

WIFI Kärnten GmbH
Belgium

Recupel
France

ADES

AUBERT & DUVAL/ CDD Heyrieux

CRAM SAS
Gibraltar

Gibtelecom
Hungary

Kanizsa Trend Kft.
Iran

Saipa
Poland

Torunska Energetyka Spólka Akcyjna
Portugal

Instituto de Informática, I.P.

Secretaria-Gral do Ministério da Ciência, Tecnologia e Ensino Superior
Russian Federation

Arzamas State Pedagogical Institute

Interregional clinical-diagnostic center

Kazan medical College
Slovakia

Ministry of Finance of the Slovak Republic
Spain
C.E.S San eutiquio la salle gijón (principado de asturias)
Cámara oficial de comercio e industria de navarra
Centro cultural vallisoletano - valladolid
Centro de estudios del ppdo aviles (principado de asturias)
Centro de estudios del ppdo aviles (principado de asturias)
| 60

Cocemfe navarra- fed.d aso.d minusválidos físicos y org c.n
Colegio alkor madrid
Colegio amor de dios de toro (zamora)
Colegio anunciata dominicas león
Colegio diocesano pablo vi ávila
Colegio gran asociación (valencia)
Colegio hogar escuela maría auxiliadora (tenerife)
Colegio marista castilla - palencia
Colegio marista la inmaculada (valladolid)
Colegio sargrada familia hijas de jesús valladolid
Colegio villalkor (madrid)
Ctro europeo empresas e innovación del ppdo d asturias ceei
Dursa inmobiliaria, s.a.
Formatur, s.a.
Fundación tomillo
Gerencia de att. Primaria del área de salud de tenerife
Grupo itma
Heraeus electro-nite españa, s.l.
I.E.S Puerto de la cruz - telesforo bravo s.c de tenerife
I.E.S María pérez trujillo - las palmas
I.E.S Politécnico las palmas
I.E.S Virgen de las nieves santa cruz de tenerife
Sociedad asturiana de ingeniería y medioambiente,s.l inmasa
Universidad de alcalá biblioteca
Universidad de salamanca servicio central de idiomas
Universidad de sevilla - serv. De informática y comunicación
Universidad de sevilla biblioteca
Switzerland

Schweizer Paraplegiker-Vereinigung

Hochschule Luzern
Turkey

İgdaş (İstanbul Gaz Dağıtım A.Ş. )

T.C. Karabük Devlet Hastanesi

T.C. Özel Kültür Fen Lisesi
United Kingdom

Colas Ltd

Department for Transport-Rail Service Delivery

Hampshire Probation Area

North Lanarkshire Council Protective Services

JPCS Limited
61 |
Between August 2009 and August 2010, these organisations have achieved Recognised for
Excellence 3-Star.
Austria

Allegmeines und Orthopädisches LKH Stolzalpe

Ärztekammer für OÖ - Kammerbüro und Vereine
Belgium

MDK - Afdeling Kust

Agentschap voor Maritieme Dienstverlening en Kust
Cyprus

University of Cyprus Library
Denmark

Ingeniørforeningen, IDA
France

INLEX IP Expertise
Greece

Hellenic Cables SA
Iran

Mahab Ghodss Consulting Engineering
Italy

Istituto Professionale “Francesco Datini”, Prato

Provincia Autonoma di Bolzano – Riparticione 22

Fondazione Kepha Onlus
Qatar

Qatar Telecom Q.S.C
Saudi Arabia

Saudi Aramco R&DC
Slovenia

MIK Internacional commercial and production company
Spain

AIDO Asociacion industrial de optica, color e imagen

C.E.S. San eutiquio la salle gijón (principado de Asturias)

Cámara oficial de comercio e industria de navarra

Centro cultural vallisoletano - Valladolid

Centro de estudios del ppdo aviles (Principado de Asturias)

Centro mensiano san pedro regalado (Valladolid)

COCEMFE Navarra- Fed. se Aso. de minusválidos físicos y org c.n

Colegio Alkor Madrid

Colegio Amor de dios de Toro (Zamora)

Colegio Anunciata Dominicas león

Colegio Casvi-Boadilla (Casvi-Boadilla s.a.)
| 62

Colegio Concertado Calasancio
Colegio Diocesano Pablo VI Avila
Colegio Divina Pastora - León
Colegio Gran asociación (Valencia)
Colegio hogar escuela María Auxiliadora (Tenerife)
Colegio Marista Castilla - Palencia
Colegio Marista la Inmaculada (Valladolid)
Colegio San Gregorio - Palencia
Colegio San Gregorio - Palencia
Colegio Sargrada Familia hijas de Jesús Valladolid
Colegio Villalkor (Madrid)
Colegio Virgen mediadora Dominícas Gijón (Ppdo Asturias)
Ctro europeo empresas e innovación del Ppdo de Asturias CEEI
Dursa inmobiliaria, s.a.
Eulen sociosanitarios s.a.
Eurocolegio casvi (eurolenguas, s.a.)
Farmacia zarzuelo
Formastur, s.a.
Fundación INTRAS
Fundación Tomillo
Garben consultores, s.l.
Gerencia de att. primaria del área de salud de Tenerife
Grupo Itma
Grupo Ombuds (Ombuds cía de seguridad, s.a/Ombuds servicios,s.
Heraeus electro-nite España, s.l.
I.E.S politécnico Las Palmas
I.E.S Virgen de la Candelaria (Sta Cruz de Tenerife)
I.E.S Virgen de las Nieves Santa Cruz de Tenerife
I.E.S Cruz de piedra (las palmas de gran canaria)
I.E.S. Felo monzón grau-bassas (las palmas de gran canaria)
I.E.S Puerto de la cruz - Telesforo Bravo s.c de Tenerife
I.E.S. Majada Marcial (Fuerteventura)
I.E.S María pérez trujillo - las palmas
Servicio público de empleo estatal de navarra (SPEE-INEM)
Sociedad asturiana de ingeniería y medioambiente, s.l inmasa
Universidad de Alcalá biblioteca
Universidad de Salamanca servicio central de idiomas
Universidad de Sevilla - Serv. de informática y comunicación
Universidad de sevilla biblioteca
Switzerland

MBAL Sveta Marina EAD, Universitätsspital Varna
Turkey

Aras Cargo Yurtiçi Yurtdisi Tasimacilik A.S.

Re/Max Türkiye-Tek Grubu Gayrimenkul Pazarlama İç ve Dış Tic. Paz. A.Ş.

İstikbal Mobilya ve Sanayi ve Tic. A.Ş. Genel Müdürlük ve Kayseri Merkez Fabrikası

Marport Liman İşletmeleri San. Tic. A.Ş.

T.C. Milli Eğitim Bakanlığı Erenköy Zihnipaşa Pratik Kız Sanat Okulu
63 |
United Kingdom

British Quality Foundation

Cheshire Probation Area

Clackmannanshire Council Business Improvement and Technology Services

Glasgow City Council Shared Service Centre

Glasgow Housing Association

London Probation - Bexley/Bromley, Croydon Cluster

London Probation - Corporate Procurement Unit

London probation Interventions
| 64
COMMITTED TO EXCELLENCE
Between August 2009 and August 2010, these organisations have achieved Committed for
Excellence.
Austria

a-plus Arbeitsprojektentwicklung GmbH (last year book)

FWI Information Technology GmbH

LKH Univ.-Klinikum Graz, Anstaltsleitung

LKH Univ.-Klinikum Graz, Klinikum für Innere Medizin, Klinische Abteilung für Endokrinologie und
Stoffwechsel.

Mensch in Bewegung

Österreichisches Rotes Kreuz - LV Steiermark

Tirol Werbung GmbH

Verein Arbeitsassistenz Tirol
Belgium

European Defence Agency

Gemeente Stekene
Bulgaria

Medizinische Universität Varna
Egypt

Elaraby company for lighting technology
France

Invivo Direction Stockage

La Poste DOTC Paris - Sud

Pôle Emploi / Région Alsace

Pôle Emploi / Région Bretagne

Pôle Emploi / Région Corse

Pôle-Emploi / Région Auvergne
Greece

AKTOR S.A

All Seas Marine

Being Essential Consulting

COMPACT S.A

GENESIS Pharma

Korres S.A.-Natural Products

OTEplus S.A

POST-GRADUATE PROGRAM "MARKETING AND COMMUNICATION WITH NEW TECHNOLOGIES" of
the department of Marketing&Communication of the Athens Unicersity of economics and Business
Hungary

Dél-alföldi Regionális Innovációs Ügynökség Közhasznú Egyesület

HM Állami Egészségügyi Központ
65 |

Iparfejlesztési Közalapítvány
Jászkun Volán Zrt.
Kontakt Humán Szolgáltató Nonprofit Kft
NORRIA Nonprofit Közhasznú Kft.
Securitas Biztonsági Szolgáltatások Magyarország Kf
Széna Egyesület a Családokért
Vállalkozói Központ Közalapítvány
Italy

Azienda U.S.L. N. 6 Di Livorno
COGES S.p.A.
Istituto Tecnico Commerciale Statale "G. PEANO" - Firenze
ITCG "Don I. Lazzeri" - Pietrasanta (LU)
Novares S.P.A.
Provincia Autonoma di Bolzano - Ripartizione 19
Portugal

ANAM - Aeroportos e Navegação Aérea da Madeira, S.A.

3S Solvay Shared Services, LDA.

Câmara Municipal de Águeda

Direcção Geral de Reinserção Social

Direcção Regional da Administração Pública e Local

Servilusa - Agências Funerárias, S.A.
Russian Federation

Chamber of Accounts of Ivanovo Region

Knauf Gips Kungur, Ltd

Knauf Gypsum Limited

OAO «Minudobreniya»

Plyos Local Administration

Volga region state university of service

ZAO «PO «Odintsovo»
Spain

Adiem Vega baja

Agrupación de personas sordas de Zaragoza y Aragón (ASZA)

Almacenes Pumarin, s.a. (apsa) Gijón Ppdo. de asturias

Amappace málaga

Andaluza de electricidad y aire acondicionado, s.l. anelair

Anova it consulting, s.l.

Aprex centro de encuentro y acogida granada

Area ii de salud de la región de murcia

Arela iniciativas de apoio a infancia e a mocidade vigo

Asecal salamanca

Aso. D familiares d enfermos de alzheimer (afedaz) zaragoza

Aso. Familia y amigos enfermos d alzheimer/demencias zamora

Aso.d asistencia a víctimas d agresiones sexuales (amuvi)

Asociación aspanaex vigo

Asociación colabora ciudad real

Asociación hogar 20 granada

Asociación mundo justo (madrid)

Asociación proyecto hogar
| 66

Asociación punto omega madrid
Aspace granada
Aspronaga oleiros (a coruña)
Atención social en emergencias grupo 5, s.l.u
Autoescuela loeches
Autoescuela merinero, s.a.
Autoescuela n-401, s.l.
Autoescuela paños, s.l.
Autoescuela proa parla, s.l.
Autoescuela rubisan, s.a.
Autoescuela salinas, s.l.
Ayuntamiento de A Coruña - Policía local
Boeing research & technology Europe, S.L.
Cámara de comercio, industria y navegación (Granada)
Candelita Madrid
Centro de enseñanzas ocupacionales, s.a."ceo"
Centro de formación específica Juan XXII la serrada (ávila)
Centro de humanización de la salud
Centro municipal de empresas de Gijón
Centro neuropsiquiátrico Nª Sª del Carmen
Centro superior de diseño de moda de Madrid
CF en comunicaciones y tecnologías de la información Málaga
Cifse - ctro integral de formación de seguridad y emergencias
Ciudad deportiva municipal "El Val" centro de formación
Cogami Santiago de Compostela
Colegio calasancio Alicante
Colegio gran asociación (Valencia)
Colegio j.a.b.y . Madrid
Colegio los pinos Algeciras
Colegio nª señora de la consolación Ibiza
Colegio Nuestra señora de Guadalupe (hh.maristas) Cáceres
Colegio of. diplomados trabajo soc /asist. sociales de Madrid
Colegio profesional de fisioterapeutas de la C.M.
Colegio sagrado corazón de Fuencarral
Ctro. De formación torrón (arroba estudios profesionales)
Delfo, s.l. madrid
Dirección de enfermería complejo asistencial univ. De león
Down Huesca
Down León- Amidown asociación amigos Síndrome de Down
Escuela superior de formación Madrid
Feafes Galicia Santiago de Compostela
Federación de asociaciones de scouts de España (ASDE) Madrid
Federación extremeña d asociaciones d personas sordas -fexas
Formación ocupacional permanente s.l.
Fundación Adcara Zaragoza
Fundación Adcor A Coruña
Fundación Angaro Proyecto Hombre (Jaén)
Fundación Atenea grupo Gid
Fundación Cnse para la supresión de barreras de comunicación
Fundación Iepala ins.est. políticos América Latina y Africa
Fundación pública Urxencias sanitarias de Galicia 061
Gerencia de att. primaria del área de salud de Gran canaria
67 |

Gerencia de servicios sanitarios de Lanzarote
Grupo 5 gestión y rehabilitación psicosocial, s.l
Grupo Exter, s.a.
Helvetia compañía suiza, sdad anónima de seguros y reaseguros
Hexa servicios y obras s.l.u
Hospital Los Arcos
I.E.S. primero de mayo (Las Palmas de Gran Canaria)
I.E.S Los Valles
Instituto tecnológico Autesel, s.l.
Learning. Innovaciones pedagogicas, s.a.
Lynka estudio de ingeniería, s.l.l.Málaga
Masercisa
Mercados centrales de abastecimiento de Asturias, s.a.
Moa BPI Group Madrid
Monisur, s.l
Navantia, s.a. unidad de producción astillero Cartagena
Opcion 3 sociedad cooperativa madrileña
Org Autónomo Recaudación y gestión tributaria Badajoz (oar)
Preescolar na casa Lugo
Quiter servicios informáticos, s.l.
Residencia asistida San Camilo
Servicio de psiquiatría: complejo asistencial de Zamora
Sescam - centro de salud de santa cruz de Mudela
Sescam - gerencia de atención primaria de Cuenca
Sescam gerencia de atención primaria de Guadalajara
Sescam-gerencia de atención primaria de Albacete
Sescam-gerencia de atención primaria de Toledo
Sescam-gerencia de att primaria de Talavera de la Reina
Sescam-gerencia de att. primaria de mancha centro
Sodercan (sociedad para el desarrollo regional de Cantabria)
Suárez trading, s.l.
Técnicas terapéuticas médicas, s.a.
Unión de cooperativas madrileñas de trabajo asociado
Universidad de Aálaga- Area de administración y servicios
Universidad de Oviedo - unidad técnica de calidad
Universidad de Sevilla - facultad de geografía e historia
Universidad de Sevilla- centro de formación permanente (cfp)
Universidad de Sevilla esc.univ. de estudios empresariales
Universidad de Sevilla.- escuela téc. superior de ingenieros
Switzerland

Abteilung Oekonomie Luzerner Kantonsspital

AKAD Business AG

AKAD College

AKAD Höhere Fachschule und Finance AG

AKAD Profession Zürich

Bernerland bank AG

Bildungsdirektion Kanton Zürich Fachstelle für Selbstbeurteilung

Bildungszentrum für Wirtschaft Weinfelden BZWW

bke Bildungszentrum Kinderbetreuung

Careum Bildungszentrum

Clienia Privatklinik Littenheid
| 68

Compendio Bildungsmedien AG
Edubook AG
Fernfachhochschule Schweiz (FFHS)
Forrer Lombriser & Partner Strategie und Projekte
Fremdsprachen/sport
Gewerbliche Berufsschule Chur (GBC)
Inselspital Klinische Ernährung/Ernährungsberatung
Kalaidos Bildungsgruppe AG
Klinik für Schlafmedizin Bad Zurzach
Kompetenzzentrum Fahrausbildung der Armee
Lernstudio Gruppe
Minerva Schulen Basel
Minerva Schulen Nordwestschweiz AG
MRV Switzerland Ltd, Turnkey Communication AG, TurnKey Services AG and Elcoma AG
Organisation der Arbeitswelt Gesundheit & Soziales
RUCH Griesemer AG Altdorf
Sersa Group AG (Schweiz)
SIG Schweizerische Industrie-Gesellschaft AG
SIS Swiss International Schools Schweiz AG
Spital Thurgau AG
St. Anna Stiftung Luzern
Stiftung Alters- und Pflegeheim Birsfelden
Stiftung Wirtschaftsinformatikschule Schweiz WISS
Swissgenetics
Umwelt und Energie Kanton Luzern
Zürcher Hochschule der Künste ZhdK Departement Kulturanalysen und Vermittlung
Turkey

Asim Kocabiyik Meslek Yüksekokulu

Asım Kocabıyık Meslek Yüksekokulu

Assan Panel Sanayi ve Ticaret A.S.
Çe-Tur Çelebi Turizm Tic.A.S.

KYK Yapı Kimyasalları Sanayi ve Ticaret Limited Şirketi

Milli Prodüktivite Merkezi

Osmangazi Ilçe Milli Egitim Müdürlügü

Özel Nahçivan Ortodontik Grup Ağız ve Diş Sağlığı Hizmetleri Ltd. Şti.

T.C. Milli Eğitim Bakanlığı Özel İnal Ertekin Eğitim Öğretim Tesisleri A.Ş.

T.C. Milli Eğitim Bakanlığı Üsküdar IMKB Kız Teknik ve Meslek Lisesi

T.C. Tarsus Belediyesi

U.Ü.Gemlik Asim Kocabiyik MYO
United Kingdom

Barnardo's Scotland

Bowood Estate

Bridge House Hotel

BTS Group

City of Edinburgh Council

Craigdale Housing Association

CVS and Volunteer Centre Falkirk

Dartmouth Golf and Country Club

Derwent Hotel

Destination Bristol
69 |

Dolphin Cottage
East Dunbartonshire CVS
English Holiday Cruises
Fern Cottage Bed and Breakfast
Glasgow South West Regeneration Agency
Gloucester Cathedral
Higher Wiscombe
Jessamine Cottage Bed and Breakfast
KEY
Margaret Blackwood Housing Association
Penumbra
Penventon Park Hotel
Ramada-Jarvis Bowden Hall Hotel
Salisbury Tourist Information Centre
Splashdown/Lemur Ltd
STITA/Pathfinder
Strathclyde Fire and Rescue
The Big House Company
The Big Sheep
The GEO Group UK Ltd.
The Globe Hotel
The Green Dragon
The Headland Hotel
The National Trust
The Ostlers House
The Somerville
The Wise Group
Thurlestone Hotel
Tour and Explore
Trebah Garden
Voluntary Action Highland
West Dunbartonshire CVS
“Who Cares?” Scotland
| 70
71 |
PART 2
AWARD ASSESSORS
Assessors for the EFQM Excellence Award 2010
| 72
EFQM EXCELLENCE AWARD ASSESSORS 2010
EFQM would like to acknowledge and thank the following EFQM Excellence Award
Assessors and their organisations for their work and contribution in assessing the
Award candidates for 2010. The Award could not succeed without their
commitment and professionalism and they are amongst the best and most
experienced Assessors in Europe.
N.B. The names highlighted in bold represent the Assessment Team Leaders.
First Name
Last Name
Company
Rafael
Abajo
CLUB EXCELENCIA EN GESTION
Country
Spain
Bahadir
Akin
Arcelik A.S.
Turkey
Anja-Christina Albert
Bayer Schering Pharma AG
Germany
Claus
Andersen
Danish Centre for Leadership
Denmark
Véronique
Ansseau
EUROCONTROL
Belgium
Paul
Bachmann
GC EUROPE N.V.
Belgium
Ehrtfried
Baeumel
Robert Bosch GmbH, Bamberg Plant
Germany
Mostafa
Bagheri
TÜV Academy Iran-Germany
Iran
Jean
Bastien
Robert Bosch (France) SAS - Rodez Plant
France
Antoine
Bastin
AFNOR (French NPO)
France
Thomas
Bäuerle
SSB Consult
Germany
Hislaire
Bernadette
Solvay s.a.
Belgium
Austria
Gerhard
Bertl
NXP Sound Solutions Austria
Martin
Brander
VP Bank
Liechtenstein
John
Bugeja
Rolls-Royce Motor Cars Limited
UK
Javier
Bullón Caro
Aliad Conocimiento y Servicio SL
Spain
Jose-Antonio
Calvo Maguregi
Acorde Consulting
Spain
Haluk
Çangar
Turkey
Claire
Champel-Peter
Robert Bosch (France) SAS - Rodez Plant
France
Dirk
Crauwels
UMICORE Precious Metals Refining
Belgium
Gaetano
D’Emma
CSBI Gaetano D’Emma
Switzerland
C.-Andreas
Dalluege
IBK Management Solutions GmbH
Germany
Emmanuel
Damigos
Damigos consulting
Greece
James
Deacon
Ricoh UK Ltd
United Kingdom
Diane
Dibley
DDC - You & More
United Kingdom
Stefan
Ehrlich
Germany
Gülçin
Ertorun
Bosch Sanayi ve Ticareti A.S.
Turkey
Paul
Evans
United Kingdom
Alan
Faragher
Strix Limted
British Isles
Walter
Felchlin
proven-practice.com
Switzerland
Christian
Forstner
Siemens AG
Germany
73 |
Klaus
Garbers
Ricoh Deutschland GmbH
Germany
Marc
Gernaey
Flemish Government
Belgium
Roberto
Gil Roa
Grupo Ormazabal
Wolfgang
Gliebe
Quality Austria
Spain
Principality of
Liechtenstein
Dayvon
Goodsell
Dayvon Associates
United Kingdom
Thomas
Gramstrup
Promentek ApS
Denmark
Umit
Gunduz
Turkey
Andre
Haynes
Quality squared
United Kingdom
Petra
Hemmer
TRW Automotive GmbH
Germany
Andrei
Hohan
FiaTest
Romania
Felix
Horner
Suva
Switzerland
Norman
Hughes
TQMI Ltd
United Kingdom
Peter
Hull
Department for Work and Pensions
United Kingdom
Laura
Huston
Cargill Europe
Belgium
Patrick
Jezequel
EDF distribution system operator
France
Norbert
Kaiser
Excellence Europe GmbH
Germany
Susanne
Kaldschmidt
Sustainable Excellence Team – International
Germany
Hakan
Karabulut
Bosch San. ve Tic. A.S.
Turkey
Jane
Keeley
Jane Keeley
United Kingdom
Laurence
Kempf
Ricoh Industrie France SAS
France
Stéphane
Kernacker
Robert Bosch France (Sas)
France
Ismail
Kiliç
Bosch Sanayi Ticaret
Turkey
Hakan
Kilitcioglu
Middle East Quality Organization
Turkey
Riëtta
Klijn
Philips Applied Technologies BV
The Netherlands
Aydin
Kuzalti
BSH Ev Aletleri Sanayi ve Ticareti A.S.
Turkey
Sonja
Lehnen
Head of Production Management Knitwear
Switzerland
Nils
Lippmann
Robert Bosch San. ve Tic. A.S.
Turkey
Dan
Lisai
Statistics Sweden
Sweden
Roland
Lochner
Siemens Division Industry Solutions
Germany
Walter
Ludwig
Excellence Coaching
Germany
Guy
Majoor
Business Excellence Acceleration
Belgium
Alireza
Maleki
TÜV Academy Iran-Germany
Iran
Patrick
Margaria
EDF DMO
France
Ian
May
Siemens UK
United Kingdom
Gordon
McCallum
Quality Scotland
Scotland
Sophie
Meura
Solvay - Technology, Research and Procurement Belgium
André
Moll
Deutsche Gesellschaft für Qualität e.V.
Valerie
Mosberg
CPC Unternehmensmanagement AG
Germany
Bibiana
Navarro Arqued
Aliad Conocimiento y Servicio, S.L.
Spain
Jens
Nebendahl
Germany
Germany
| 74
Maria Jesus
Novo Rodriguez
Britt-Marie
Olsson
Green Cargo AB
Spain
Sweden
Cihan
Oruç
Bosch San.ve Tic. A.S.
Turkey
Birgit
Otto
BO Consult
Germany
Lars
Persson
Posten Meddelande AB
Sweden
John
Pimblott
John Pimblott Limited
United Kingdom
Julie
Raymond
La Poste Group
France
Liisa
Riihonen
Ricoh Europe Netherlands B.V.
Netherlands
Adriano
Ruchini
Minerva SCPA
Italy
Nurseda
Sankur
Autoliv Cankor
Turkey
France
Vincent
Schu
Ricoh Industrie France SAS
Celal
Seckin
Seçkin Consultancy and Training Ltd. Co.
Turkey
Jacques
Ségot
La Poste Groupe
France
Belgium
Annemie
Simkens
VIAC vzw
Mark
Slavicky
PosAm Ltd.
Karin
Smulders- te Velde Philips
The Netherlands
Alaine
Sommerville
Quality Scotland
United Kingdom
Nikola
Šopar
Hermes SoftLab d.o.o.
Slovenia
Pavol
Surin
PosAm, spol. s r.o.
Slovak Republic
Lena
Tzavara
Freelancer
Greece
Andre
van der Geest
TNT Post
The Netherlands
Jacqueline
Van Rijswijk
Philips Shared Business Services Finance
The Netherlands
Mary Odile
Vanneraud
LA POSTE –Direction du Courrier
France
Marina
Velázquez
Ricoh Europe
United Kingdom
Karin
Walter
Karin Walter Consult Partner of QMS GmbH und
Germany
Co KG
Michael
Zölzer
Mieschke Hofmann und Partner GmbH
75 |
Slovakia
Germany
Special thanks
go to the Jury members
for their involvement in the EFQM Excellence Award process.
They are responsible for selecting the Finalists,
Prize Winners and Award Winners based on the feedback produced by the
Assessors.
2010 JURY MEMBERS
Florent Meyer, Deputy Managing Director, Dexia Sofaxis
Lars Aagaard, Group Executive Vice President, Grundfos Group
Marie Lindsay, Headmistress, St Mary's College
Allan Ahrensberg, CEO, Ahrensberg Excellence
Mia Goetvinck, Director Business Excellence, Ricoh Belgium
| 76
77 |
PART 3
APPLY FOR THE 2011
AWARD
The EFQM Excellence Award 2011
The Key-Dates for the Award process 2011
| 78
THE EFQM EXCELLENCE AWARD IN 2011
WHAT IS THE EFQM EXCELLENCE AWARD?
The EFQM Excellence Award is Europe’s most prestigious award for Sustainable
Excellence.
It is given to Europe’s best performing companies and not-for-profit organisations.
It recognises industry leaders with an undisputable track record of success in
turning strategy into action and continuously improving their organisation’s
performance.
The EFQM Excellence Award is the highest form of recognition an organisation
could receive because it comes from its own peers. Top executives from leading
businesses and public service organisations study and visit the candidates, and
after a gruelling examination, select the few outstanding achievers.
Exceptional performance in a specific area or subject is rewarded with a Prize. If a
true role model is identified, if an organisation outshines all the others as the
example to learn from and to aspire to, they receive the ultimate recognition, the
Excellence Award.
WHY PARTICIPATE? WHAT IS THE BENEFIT?
There are three ways of participating in the EFQM Excellence Award; all are
invaluable learning experiences for organisations and individuals.
APPLICANT
An organisation must apply to be a candidate for the Award. In exchange for the
preparation of a submission document and the commitment of hosting a 5-day visit
on its premises, the organisation benefits from a thorough assessment of its
performance by a team of top executives and Sustainable Excellence practitioners
from peer organisations. The assessment team examines the organisation’s
strategic challenges and tactical implementation, evaluates the sustainability of the
79 |
operating model, then provides a review of the organisation’s strengths and areas
for improvement to consider for future action.
ASSESSOR
An organisation can apply for some of its executives and managers to be Assessors
in the Award. In exchange for the time devoted to the study of the written material
and the visit to the assigned candidate organisation, the Assessor benefits from a
unique leadership and management development opportunity. Assessors will carry
out a high-profile, high-expectation assignment, under great time pressure, as a
member of a newly formed multicultural and multifunctional team. Assessors will
also increase their personal networks, gaining contacts in some of the best
organisations operating in the European region.

JURY MEMBER
AWARD JURY
The Award Jury is a group of highly influential people from the world of business,
public service, politics and media. They are called to deliberate on whom among
the best organisations in Europe is the role model all others should aspire to
imitate, and to decide whom amongst top business and public service leaders
should be called on stage and receive the ultimate recognition, the EFQM
Excellence Award. They have the opportunity to exchange views with some of their
peers in the higher echelon of Europe’s industrial, political and cultural world on
how business and public service strategies are implemented in Europe. They also
get acquainted with organisations and people that are expected to shape the
economic landscape in Europe – and globally – in the next few years.
| 80
… BUT DON’T TAKE OUR
WORD FOR IT!
WHY SHOULD YOU BELIEVE ALL THIS?
The Award is continually
participants, principles…
upgrading
–
juries,
The Jury of the Award has the responsibility of
crowning the best from a group of modern
organisations - complex entities that serve multiple
stakeholders. Therefore the Jury must be
representative of the different communities of interest
with whom the organisation interacts. The EFQM
Excellence Award couples a group of experts in
performance improvement and management systems
with a panel of industry leaders and society opinion
formers.
The participants are as diverse as the cultures in Europe
– and in the last few years their profile has evolved to
represent many other cultures in the world.
The perimeter of participation for each candidate has
expanded too, from individual units and plants to
operating companies and supply chains, from national
scope to regional to intercontinental.
The Award must keep up and be relevant to the world
of management. The emphasis is on performance.
What are the real drivers, what activities use resources
without adding measurable value?
The perspective of the observation is “big picture” and
“from past to future”. Do the detailed approaches add
up to a coherent whole? Is the strategic horizon of the
organisation 10 years or 10 months, and will it thrive
then as it does now?
The playing field is multi-dimensional. The flexible
conceptual framework of the EFQM Excellence Model
allows the assessment of each organisation in its own
context. Winners do not necessarily “conform”!
81 |
Comments from
Assessors
“It is a great opportunity to see
Excellent organisations in
operation, for networking and
benchmarking exchanges of
information, as well as great
relationship building. If nothing
else, interview technique becomes
extremely well practised, along
with rapid data/information
collection and assimilation - all of
which are extremely useful skills
to have in the 'day job' outside of
Assessment”
EFQM Excellence Award Assessor 2010
“It is an excellent management
development training giving the
opportunity to stand back and
review whole business
performance.”
EFQM Excellence Award Assessor 2010
“The new Model is focused on
high level strategic issues
provides efficient testing of the
enabler/result transfer function,
and of sustainability issues insists
on relevant identification of what
the key results are in the context
of the organisation”
EEA 2010 Assessment Team Leader
COMMENTS FROM AWARD APPLICANTS
“'The EFQM Excellence Award process is essential to our continued journey
towards excellence. The outputs we received from the 2010 process were of
the highest quality and deeply incisive. We have taken those outputs and
plugged them straight into our continuous improvement programme. In
addition the calibre of individuals involved in the assessment was
outstanding, a stellar cast of Europe's finest practitioners of excellence. In
summary for us the process was an outstanding experience'
SIEMENS
.
“Among the benefits of entering the EFQM Excellence Award are the
presentation of a better image to our partners and employees, as well as
connecting to the global world, in line with our visionary philosophy and
strategy for excellence at sustainability.”
COMMENTS FROM JURY MEMBERS
“It has been a great pleasure for me to work in the Jury with the esteemed
fellow Jurors, under your guidance. I thank you and my colleagues for a very
interesting and productive day, which has left me - and I hope all of us with a pleasant sense of accomplishment.”
(Senior leader, global financial institution)
| 82
EFQM EXCELLENCE AWARD 2011 – KEY DATES
Applicant workshop – 12 & 19 October 2010
Call for Assessors – from September to 25th November 2010
Applicant intent to apply – 25th November 2010
- Completed and signed application form
- Completed qualification file
Final submission document due date – 31st January 2011
Assessor briefing events (applicant meeting with the Assessors) – 3
events scheduled in March 2011 (dates to be confirmed)
Site visit – 16-20 May 2011
Jury meeting – June 2011
Feedback reports delivered to applicants – July 2011
Award Ceremony - EFQM Forum 2011 – 2nd half of October 2011
If you are considering applying to
the EFQM Excellence Award 2011,
Please contact Mr Samuli Pruikkonen
for further information by
E-mail : [email protected]
or
Phone : +32 2 775 3519
83 |
© EFQM 2010
It is EFQM’s intent to encourage the widespread use of this material
within companies and organisations. However, no part of this
publication may be reproduced, stored in a retrieval system, or
communicated in any form or by any means (be this electronically,
mechanically, through photocopy or recording or otherwise) without
| 84
the prior written permission from the copyright owner.