Committed to Excellence Assessment

Transcription

1 Committed to Excellence Assessment Applicant Guide The objective of this guide is to help you prepare for Committed to Excellence Assessment. Following the advice in this guide will help maximise the benefits in applying for this award.

2 What is Committed to Excellence Assessment? Committed to Excellence Assessment is the second level of recognition offered by the European Foundation for Quality Management (EFQM). The award assesses how your organisation evaluates its performance and makes improvements on a structured and continuous basis. Your whole organisation will be evaluated using the EFQM Excellence Model, which will give you a clear picture of your organisation s strengths and opportunities for improvement. During the site visit a team of two trained Quality Scotland Assessors will assess your organisation against the EFQM Excellence Model using the RADAR methodology. Following your validation you will be awarded Committed to Excellence, which is valid for 2 years, and a written report that will provide feedback on your organisation. C2E Assessment Overview Complete Submission One Day Assessment Overview of your organisation and a description of your key approaches Roughly pages long Two QS Assessors Individual interviews and a focus group Feedback on key findings from the Assessors at the end of the day Feedback Report Identifies your key strengths and opportunities for improvement Scoring profile against the EFQM Excellence Model

3 Self-Assessment Self-assessment enables organisations to determine their current level of performance and identify improvement opportunities. It is important that your self-assessment is designed to be appropriate for your organisation so you get a good analysis without the process being resource intensive. Quality Scotland can help facilitate your selfassessment. There is also EQUIP, an online business improvement tool which will enable you to conduct an effective self-assessment. Please contact your Account Director if you would like more information on these services. Key Characteristics of Self-Assessment Open and honest discussion about the organisation Cross-section of the organisation to be involved Self Assessment Use EFQM Model to structure discussions and to give an objective benchmark Not about problem solving

4 Are you ready for Committed to Excellence Assessment? This level of recognition is perfect for organisations that have already achieved Committed to Excellence Project Validation and are looking to understand their progress. However, organisations at the beginning of their excellence journey can also apply if they feel they are able to demonstrate that they meet 4 of the 6 criteria below: Do You Have Yes No Strategic Plan Management Reporting Customer Perception People Perception A document that describes the key objectives and supporting actions for your organisation's future activities. A system that top management use to review the overall performance of your organisation. A structured process to collect feedback from customers to gauge their level of satisfaction with your products and services. A structured process to collect feedback from people to gauge their level of satisfaction and/or engagement. Process Management Sustainability The processes required to deliver your strategic goals have been defined & documented. A policy to ensure the future sustainability of your organisation's business model.

5 Completing the Submission There are two parts to the submission document, which is designed to help the Assessors to understand your organisation. 1. The Organisation Overview gives some basic information about your organisation, history, structure and strategy. 2. The Enabler Map describes some of the key approaches you have developed and who is responsible for managing them on a day-to-day basis. This information should come from your chosen method of selfassessment. This should be sent to your Account Director a minimum of two weeks before your assessment. The submission document only describes your Enablers, you will also need to ensure you have the relevant results available during the site visit. The Assessors will be looking to understand how performance has changed over time (up to 3 year trends for key results). Please remember that it is the responsibility of the applicant to demonstrate how effectively you meet the criteria, not on the Assessors to prove you do not.

6 Organising the Assessment The site visit should be organised through your Account Director who will agree a date with you. A team of two EFQM accredited Assessors from Quality Scotland will visit and assess the organisation against the performance criteria for Committed to Excellence Assessment. Preparing for the Assessment The site visit will consist of 5 interviews on 5 Key Themes and a focus group. It is up to the organisation to determine who are the most appropriate people to attend each of the interviews, but they should generally be the process owners identified in the Enabler Map part of your submission document. In the first interview, Strategy and Business Results, the organisation is required to give a brief presentation explaining their organisation to set the context for the day. KEY THEMES Strategy & Business Results Customer Management People Management Process Management Sustainability The interviews will provide the Assessors the opportunity to understand your organisation and gather information they need to complete the assessment. To assist them, please also; Have all the evidence which is identified in the Enabler Map available. Prepare evidence folders for each of the interviews. Evidence could include: strategies, policies, output of key process, strategic documents, reports. Your Account Director can answer any questions you may have in advance of the assessment.

7 What to expect from your site visit On the day of the validation the Assessors will conduct 6 sessions; 5 interviews on a separate key theme and a focus group at the end. More information on what will be covered in these sessions is detailed below. Strategy & Business Results This is a session with the Management Team to understand your strategy, why you have chosen this path and the key results you use to track performance against these objectives. During the discussions you should explain: Who the organisation's key stakeholder groups are and the mechanisms for understanding their needs and expectations. How you understand your external operating environment, including relevant legislation, regulation and/or competition. How you develop the strategy based on the needs and expectations of the different stakeholder groups. How you defined your strategic goals. How leaders implement your strategy throughout the organisation. How you track progress against the strategic goals you have set. The key results you have achieved against these strategic goals. How these results compare with competitors or other relevant benchmarks. Customer Management This session focuses mainly on how customer relationships and interfaces are managed. During the discussions you should explain: Your Customer Strategy. How you define and segment current and potential customer groups. How you manage product and service development and delivery. How you manage customer relationships, including day to day contacts. The internal indicators you use for measuring progress against your customer strategy. How you measure customer perceptions. How this information is used to identify and drive process, product and service improvements. How these results compare with competitors or other relevant benchmarks.

8 People Management This session focuses on how you manage, develop and engage your people. During the discussions you should explain: Your People Strategy. How you determine the skills and competences you need to achieve your strategy. How you set objectives and manage individual and/or team performance. How you develop individual skills and competencies. The internal indicators you use for measuring progress against your people strategy. How you measure people perceptions. How you use this information to identify and drive improvement to people management processes. How these results compare with competitors or other relevant benchmarks. Process Management This interview focuses on how you identify and manage the processes that are key to delivering your strategy. During the discussions you should explain: How you identify and document your key processes. How you define process ownership, roles and responsibilities. How you manage partners & suppliers. How you involve people in process improvement activities. An overview of the key process performance indicators you use. How you use this data to understand current performance levels and capabilities. How you use this data to identify and drive process improvements. How these results compare with competitors or other relevant benchmarks.

9 Sustainability This interview focuses on your approach to sustainability, including environmental management and societal contribution. During the discussions you should explain: An overview of your Sustainability Strategy. How you manage your impact on the environment. How you maximise your contribution to society. How you involve your people in sustainability. An overview of the internal indicators you use for measuring progress against your Sustainability Strategy. An overview of how you measure society perceptions. How you use this information to identify and drive improvements to your sustainability approaches. How these results compare with competitors or other relevant benchmarks. Focus Group The objective of this interview is to gain a better understanding from "front-line" people of their experience of working in your organisation. The objective is to: Check the deployment of some of the key approaches discussed in previous interviews. Check the effectiveness of internal communications. Check alignment of personal, team and organisational objectives. Understand the organisational culture. Check the level of involvement in improvement activities. N.B. In organisations of less than 12 people, the focus group will be replaced with a final meeting with the Management Team to ensure the Assessors have all the information they need to complete their assessment. Closing Meeting During the closing meeting, the Assessors will share a summary of the key strengths and opportunities they have observed during their assessment. They are NOT able to give you the full feedback report or disclose the outcome at this stage.

10 Feedback Following the assessment Quality Scotland will send you a feedback report. The feedback report will give you valuable insights into your organisation, using the EFQM Excellence Model as a reference point. It includes: An Executive Summary under each of the 5 Key Themes, which formed the interviews during the assessment. Detailed feedback of the organisation s strengths and opportunities for improvement against each of the 9 Criteria of the EFQM Excellence Model. A score to quantitatively measure your performance. The scoring reflects the standard methodology applied in all other EFQM Assessments. The maximum possible score is 1000 points. Scores by criteria are presented within a 10 point band e.g. 11 to 20. The Overall Score is presented as a 50 point range e.g. 201 to 250. Recognition Successful organisations will be awarded Committed to Excellence 2 Star: Certificate dated and valid for 2 years Logos promoting the organisation s achievement of C2E Invitation to the Scottish Awards for Business Excellence A formal feedback report on your application detailing your key strengths and opportunities for improvement

11 Support Available from Quality Scotland We can; Facilitate your self-assessment Read drafts of your submission document Provide you with a contact who has helped their organisation successfully achieve Committed to Excellence Assessment Advise you on preparing for the assessment Next Steps Following your assessment your Quality Scotland Account Director will help you use the feedback report to make further improvements in your organisation. There are two options available to successful Committed to Excellence applicants: Repeat Committed to Excellence Assessment Apply for Recognised for Excellence Your Account Director will be able to advise you on the best next step for your organisation and can provide you with more information on these awards. Committed to Excellence Committed Assessment to Excellence - 2 star Project Validation Recognised for Excellence - 3 star - 4 star - 5 star Scottish Award for Business Excellence EFQM Global Excellence Award