This is the model against which organisations apply Self Assessment and against which entries for the National Quality Awards are assessed. The advantage is its completeness as a means for organising a Self Assessment. and is very useful for any organisation wishing to develop and monitor its quality culture. This kind of systematic review and measurement of business operations is one of the most important management activities of any Total Quality Management System. Self Assessment allows you to identify clearly your strengths and areas for improvement by focusing on the relationships between your people, your processes and your results.
Since others are using the same model you may learn from their experience and you will be able to compare your organisation, or part of organisation against others. The aim is to learn from best practise to improve the organisational excellence and performance of your own organisation
This European Quality Award - Business Excellence Model is based on the single premise that processes are the means by which the organisation harnesses and releases the talents of its people to produce results. Or in other words, the processes and the people are the ENABLERS which provide the RESULTS.
Nine elements have been identified as the key components, and have been verified by extensive research across Europe. Expressed graphically the principle looks like this,
Essentially this tells us that: CUSTOMER SATISFACTION, PEOPLE (employee) SATISFACTION and IMPACT on SOCIETY are achieved through LEADERSHIP driving POLICY and STRATEGY, RESOURCES and PROCESSES, leading ultimately to excellence in BUSINESS RESULTS.
The nine elements shown in the model correspond to the criteria which are used to assess an organisation’s progress towards excellence. for convenience, we use "ENABLERS and RESULTS" to group criteria.
The ENABLERS and RESULTS groups are equally valued at 500 points each.
CUSTOMER SATISFACTION attracts the highest individual value of 200 points
PEOPLE MANAGEMENT and PEOPLE SATISFACTION collectively score 180 points.
BUSINESS RESULTS is the next most highly valued individual criterion with 150 points, and covers the organisation’s continuing success in satisfying the needs and expectations of everyone with an interest in the organisation, financial and non financial, and in achieving its planned business or service objectives. The assessment must give equal weight to achievement in both of these areas.