model A ofexcellence 14 www. bus- ex. com September / October 09
Strategic management: European Foundation for Quality Management The European Foundation for Quality Management offers a comprehensive range of tools for organisations seeking to achieve excellence in business. Becky Done talks to Matt Fisher, EMEA Business Excellence manager for global solutions provider and EFQM member Ricoh Europe, about some key components of organisational excellence September / October 09 www. bus- ex. com 15 A well- recognised framework for excellence, the Excellence Model from the European Foundation for Quality Management ( EFQM), has been undergoing something of a revamp recently. It is the most widely used organisational model in Europe and an EFQM review team has been busy updating it, so that it can reflect more accurately today's business environment. The revised model is due to be launched on 29 September this year at the EFQM's annual forum in Brussels, Belgium. Matt Fisher is EMEA Business Excellence manager at Ricoh Europe, one of the EFQM's member companies, and has been representing the foundation's private sector members throughout the updating process. The public sector and SME community, the foundation's national partners, EFQM assessors, EFQM trainers, academics and departments of the EU Commission are all also represented on the review team. The EFQM has in place eight fundamental concepts of excellence, to which changes will be made as part of the review. Currently, they are results orientation; customer focus; leadership and constancy of purpose; management by processes and facts; people development and involvement; continuous learning, innovation and improvement; partnership development and corporate social responsibility. Alongside these sit a set of criteria, or the nine- box Excellence Model, which is used in the EFQM's assessment processes. " The two were slightly disjointed before," says Fisher. " There was no real transparency between the fundamental concepts, the nine- box model and then the scoring. So we began with the fundamental concepts, got those agreed and then used those to build the model."