BS2914 Quality Management & Customer Care

1. BS2914 Quality Management & Customer Care 8: The Business Excellence Model

2. BS2914 Quality Management & Customer Care 8: The Business Excellence Model

3. BS2914 Quality Management & Customer Care 8: The Business Excellence Model • Developed by European Foundation for Quality Management (EFQM), recently reviewed with 1000+ organisations… known as EFQM Excellence Model but.. Business Excellence Model in the UK • Claimed that staff at all levels can understand and identify with the themes of the model (Leadership, Resources etc.)

4. BS2914 Quality Management & Customer Care 8: The Business Excellence Model • 9 criteria divided into: • Enablers (What you have to do and how you operate within the organisation) • Results (What you have been achieving determined by major stakeholders i.e. customers, suppliers, staff, community at large, those who fund) • 9 criteria broken down into 32 criterion parts, each supported by ‘good practice’ indicators

5. BS2914 Quality Management & Customer Care 8: The Business Excellence Model • Claimed to be: • Coherent and comprehensive • Bring existing initiatives into a single strategy • Avoids the possibility of ‘Initiative Inertia’ when staff become disillusioned by a string of unlinked and short-lived initiatives

6. BS2914 Quality Management & Customer Care 8: The Business Excellence Model Underlying Principles I dentify the Results setting out to achieve M odify and develop integrated approaches to achieve results P ut approaches in place by deploying them A ssess and review the effectiveness of the approaches in place C check and measure the results achieved T ake action to Continuously Improve

7. BS2914 Quality Management & Customer Care 8: The Business Excellence Model RADAR Logic • determine the Results it is aiming for • Plan and develop a set of sound Approaches • Deploy the approaches in a systematic way • Assess and • Review the approaches based on monitoring and analysis of results

8. BS2914 Quality Management & Customer Care 8: The Business Excellence Model How does assessment work • 1000 points spread over the 9 criteria • The assessment team make consensual decisions based on gathered evidence • Assessment methods can include questionnaires, interviews, workshops etc. • Are there dangers in too many statistical controls in this approach ?

9. BS2914 Quality Management & Customer Care 8: The Business Excellence Model How is it measured ? • 300 represents a good company, quality assurance in place, starting continuous improvement • 500 represent s a very good company, sustaining improvement, process orientation • 700 represents an excellent company where improvement is a way of life, empowered employees

10. BS2914 Quality Management & Customer Care 8: The Business Excellence Model Government and the Business Excellence model • 138 Executive (‘Next Steps’) agencies now created (70% of all civil servants) • Thrust of policy now is to improve performance and make services more accessible • Two thirds of the agencies are now utilising the Business Excellence model and/or having performance targets set and published annually.

11. BS2914 Quality Management & Customer Care 8: The Business Excellence Model Government and the Business Excellence model • Over next 5 years, all central departments will be reviewed to ascertain competitiveness and ensure they are fully modernised. • Aim is for 25% services to be delivered electronically, 100% by 2008 • New desire for accessible, joined-up services • Make services available 24 hours a day • Unnecessary ‘red tape’ to be removed