The EFQM Excellence Model: a tool for organizational development and
change
Presented by: Dr. Susanne Kaldschmidt EFQM licensed trainer and advisor, Coordinating
Board Member of NCEQEDecember 18, 2018
Tbilisi
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Contents of the Presentation Introduction What and who is “EFQM” Explaining “Organizational Development” How does EFQM and Organizational Development
overlap? The biography of using the EFQM Excellence
Model in Georgia Summary and Conclusions
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What and who is “EFQM”?
3
50,000 Model UsersWorldwide
Global Community of Excellent
Organizations
1,500 Assessors
48 Partners450 Members
An Overview of the EFQM Excellence
Model(2013)
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The Fundamental Concepts of Excellence
The Criterion Model
RADAR Logic
Global Excellence
Model
The Purpose of the EFQM Global Excellence Model
5
Explaining “Organizational Development”
Planned Organization-wideManaged from the top Increasing organizational
effectiveness and health Planned interventions in the
organization´s processes, structures
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Strategy:Customer
Oriented and Concrete aims
plus related KPIs
Reso
urce
s:
stru
ctur
es a
nd p
roce
sses
People Management
Partner Management
Finance and Reporting
Knowledge & Information
Management
Processes:- Management- Product/
service development
- Product /Service delivery
- Customer relationship management
Results(KPIs and
Stakeholder Feedback /
Satisfaction)
Key Organizational Development / Management System Elements
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Organizational Development > StrategyStrategy:Customer Oriented
and Concrete aims plus
related KPIs
Reso
urce
s: st
ruct
ures
and
pro
cess
esPeople
Management
Partner Management
Finance and Reporting
Knowledge & Information
Management
Processes:- Management- Product/
service development
- Product /Service delivery
- Customer relationship management
Results(KPIs and
Stakeholder Feedback /
Satisfaction)
Implement strategy in
structures and processes
Develop into a coherent strategy including KPIs
Understand internal performance and capabilities
Understand stakeholder needs and expectations and the external environment
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Strategy:Customer Oriented
and Concrete aims plus
related KPIs
Reso
urce
s: st
ruct
ures
and
pro
cess
esPeople
Management
Partner Management
Finance and Reporting
Knowledge & Information
Management
Processes:- Management- Product/
service development
- Product /Service delivery
- Customer relationship management
Results(KPIs and
Stakeholder Feedback /
Satisfaction)
People Management
Partner Management
Finance and Reporting
Knowledge and Information
Management
Organizational Development > Resources
Resources – structures and processes
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Strategy:Customer Oriented
and Concrete aims plus
related KPIs
Reso
urce
s: st
ruct
ures
and
pro
cess
esPeople
Management
Partner Management
Finance and Reporting
Knowledge & Information
Management
Processes:- Management- Product/
service development
- Product /Service delivery
- Customer relationship management
Results(KPIs and
Stakeholder Feedback /
Satisfaction)
ManagementProduct / Service
developmentProduct / Service
delivery
Customer Relationship Management
Processes
Organizational Development> Processes
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Organizational Development > ResultsStrategy:Customer Oriented
and Concrete aims plus
related KPIs
Reso
urce
s: st
ruct
ures
and
pro
cess
esPeople
Management
Partner Management
Finance and Reporting
Knowledge & Information
Management
Processes:- Management- Product/
service development
- Product /Service delivery
- Customer relationship management
Results(KPIs and
Stakeholder Feedback /
Satisfaction)
Results and KPIs
People
Customers
Partners
Products and
Services Feedback
KPIs and Strategic Indicators
Next StepsUpdated Strategy
Rewards and Recognition
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Organizational Development = EFQM Global Excellence Model
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Strategy:Customer Oriented and Concrete aims plus related KPIs Re
sour
ces:
st
ruct
ures
and
pro
cess
es People Management
Partner Management
Finance and Reporting
Knowledge & Information
Management
Processes:- Management- Product/ service
development- Product /Service
delivery- Customer
relationship management
Results(KPIs and
Stakeholder Feedback /
Satisfaction)
Where are you now
Excellence
Satisfactory
Good
Very Good
Developing towards Excellence
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The “Biography” of EFQM in Georgia – supported by GIZ, Germany
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20182017201620152014
Start with 6 VET Colleges
Enterprise Georgia
Development of EQMS (EFQM in VET Colleges) NCEQE EFQM Validator Training Validation of 6 VET Colleges – C2E Validation of Enterprise Georgia - C2E
EFQM Trainers Certified Enterprise Georgia – C2E 6 new VET Colleges start EFQM Validation of NCEQE – C2E
NCEQE EFQM Partner Handover of all EFQM
to EQE
GCCI implements EFQM NCEQE – Development of
Center of Excellence
Key Learning – Excellence in Georgia - People and Partners
⇒ Find the right people⇒ Engage them in excellence⇒ Provide growth opportunities
⇒Learning and experience
⇒ Partners can fill the resource gap⇒ Agreements must be made to ensure
mutual benefit⇒Management of Partnerships is key
⇒Measuring Partner Satisfaction (KPI)
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Key Learning – Excellence in Georgia – Agility versus Standards (Processes)
⇒ Excellence and ISO are complimentary – not in competition with one another ⇒ Agility and standards are not a contradiction⇒ Combining agility and the stability of
standards is the art 12/2018 (C) Dr. Susanne Kaldschmidt - Consulting - Facilitation - Visualization 16
Key Learning – Excellence in Georgia – Quality from the perspective of Customers
⇒ The customer defines what quality is⇒ Understanding customer needs and expectations is
necessary⇒ It is a repeated exercise⇒ Understand the “now” and the “future”
⇒ Develop services and products in an “agile” way⇒ But ensure that customer needs are being met⇒ Develop together with partners – each with their
role⇒ Ensure consistent services delivery (standards and
processes)
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Georgian EFQM Expertise – based at NCEQE
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8 Certified EFQM Trainers (NCEQE)
NCEQE -Georgian EFQM Partner
EFQM Expert Team, available to provide advice and guidance
6 Certified EFQM Validators for Committed to Excellence (NCEQE)
Summary and Closing
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Training and Consulting Expertise
Professional Experience
Profile Dr. (oec) Susanne Kaldschmidt
Specific Project ExperienceEducationPosition: Consultant, Trainer, Coach, Facilitator Nationality: German
Trainer for all EFQM licensed Trainings (Leading Excellence, Shaping Excellence, Internal Assessment Training) Project Team Leader and Manager Quality Management (incl. Audits, Document Manage-
ment, Supplier Evaluation and Development) Sustainability and Sustainability Management Continuous Improvement (KVP)/ Problem Solving/
Lean Management (Kaizen)/ TPM Conflict Prevention and Communication
International EFQM Excellence Model expert, Member of the EFQM Faculty and Global Excellence Award/EEA (Deputy) Team Leader, regular contributor to EFQM Model updates (currently ongoing for 2019 update) Project management and support of change
processes accompanying the introduction / cont. development of (integrated) Management Systems -incl. EFQM/ QM/QS/EM/CSR , Process Management, Lean Management, etc. Quality and Environmental Management Systems–
ISO 9001, ISO 14001, EMAS, HSE, ISO 26000/ CSR Industries : Automotive, Administration, Services,
Metals, Chemicals, Plastics, Public Sector, etc.
Since2011
Consultant and Trainer for ipu with a Focus on ISO 9001/14001/26000, EFQM and Sustainable Excellence, Project Management, Expert for Corporate Sustainability, Organisational Development
1999-2010
Partner of Netzwerk Management Consulting – Baur, Meuche, Kaldschmidt –Consultant and Trainer focused on TQM, Excellence and Environmental Management
2000-2003
External Quality Manager for Dental Excellence GmbH
1996-1999
Consultant and Trainer for INNOSYS GmbH & Co. KG
Since 1996
Independent Consultant, Trainer, Coach and Facilitator
1996 -1995
Correspondent Banking, Credit Analyst, Corporate Banker, und Liquidity and Investment Advisor, Bayerische Hypo-Bank
AcademicStudies
Business and Economics, Resource Management and Environmental Ethics, Environmental Studies, PhD in Management (HSG –Switzerland, Values and Corporate Sustainability)
EFQM Licensed Advisor & Trainer, EFQM Faculty Member providing training for EFQM internationally
(Deputy) Assessment Team Leader EFQM EEA/Global Excellence Award since 1999, EFQM Assessor
Auditor ISO 9001 /ISO 14001 Visual Facilitator and Graphic Recording
Since 2004
Lecturer – University of Applied Sciences, Munich, Certified University Instructor
Other QualificationsSince 1999
Project Team Leader and Consultant in Intl. Development Projects
German and English (Native Speaker) Spanish Portuguese French (Basic)
Languages